Refund policy

This policy explains withdrawal, returns and exchanges for distance purchases made by consumers in Türkiye from the Rose Candy online store. Mandatory consumer rights concerning defective goods are reserved in all cases.

How do I request a return?

Email your order number and request to info@rosecandy.com.tr. You can request return shipping instructions through this channel. Giving notice within the statutory withdrawal period is sufficient; you do not also need to use an account screen.

The 14-day right of withdrawal

You may withdraw without giving a reason within 14 days from the day you receive the product. For products in a single order delivered on different days, the period starts from the delivery event specified by applicable law.

It is sufficient to send the withdrawal notice within the 14-day period; the product does not have to reach the Seller within that period. Unless the Seller offers to collect it, hand the product to the carrier specified in the return instructions within 14 days of giving notice.

The health and hygiene exception is conditional

Being a cosmetic or care product alone does not exclude an item from returns. The health or hygiene exception in Article 15 of the Distance Contracts Regulation applies where protective packaging, a band, seal or similar protection has been opened after delivery and this makes the item unsuitable for return for health or hygiene reasons, when the legal conditions are met together.

An applicable exception is explained before purchase in the product and preliminary information texts.

Returning the product

Protect the product reasonably against damage in transit and, where possible, send it with the parts supplied. The absence of original packaging alone does not remove a statutory right; however, you are responsible for protective packing.
Including the order number helps identify the return. Inability to present an invoice or delivery note alone does not invalidate withdrawal or defective-goods rights.
No return delivery charge is collected from you when you use the carrier specified in the preliminary information. If no carrier was specified, no return cost is requested; if the specified carrier has no branch in your location, the product is collected without additional charge. Coordinate with support before using another carrier; any resulting additional cost may fall to you only to the extent permitted by law.

Refunds

For a delivered product, the Seller refunds the product price and the charge for delivery to you within 14 days of handover to the carrier specified in the preliminary information, or receipt by the Seller if you use another carrier. If you withdraw before delivery, this period starts when the Seller receives your notice.

The refund is made in one payment consistent with the payment method used for the purchase, without expense or an additional obligation for you. For card payments, when the refund reaches the card issuer, the issuer adds the amount to the available limit in one transaction.

Inspection and diminished value

You may inspect the product to the extent needed to understand its nature, characteristics and functioning, as you could in a shop. You may be responsible only for diminished value caused by use or handling beyond that extent; opening packaging alone is not an automatic reason to refuse every product.

Damaged, wrong, missing or defective products

Statutory choices concerning wrong, missing, transit-damaged or defective products, such as free repair, replacement with a non-defective equivalent, a price reduction or withdrawal from the contract, are separate from the right of withdrawal and are not restricted by this policy. Necessary return costs for these claims are borne by the Seller.

Reporting a problem without delay with your order number and, where possible, photos or video helps resolve it; the absence of photos, video or a carrier's report, or missing a particular short notification period, does not by itself remove your statutory rights.

Exchanges

Exchange requests are met subject to stock availability. If stock is unavailable, a refund or other options provided by law are offered. Requesting an exchange does not mean waiving withdrawal or defective-goods rights.

Delivery

Except for product-specific circumstances permitted by law, orders are delivered within 30 days at the latest. The estimated time, delivery charge and any free-shipping conditions are shown before payment; send delivery questions to the support team.

Support and contact

Email: info@rosecandy.com.tr
Telephone: +90 (216) 399 41 34

This page explains the general process. Product, carrier, charge and exception details specific to your order are shown in the documents before payment. Mandatory consumer law takes precedence.

Last updated: 7 September 2026

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