Return Policy

 

Can I cancel my order?

 

If your order is not delivered to the courier, please go to "Membership/ My Orders" by visiting our website (www.denovias.com.tr) and click the Cancel button or send your

requests to [email protected]  to cancel your order or request product replacement.

 

 

Once your order cancellation request is confirmed, you will be refunded on your credit card you used for the payment if it was made via credit card. Timing of refunds may vary

 

depending on the banks' internal processes and there might be delays. Please follow the process through your bank. In the case of payment in installments, refund is also

 

performed in installments due to bank processes.

 

 

 

I want to return/replace my product. What are the Return/Replacement Terms?

 

 

To submit your product return/replacement requests, please visit our website, www.denovias.com.tr, and go to "Membership/ My Account / Product Return Request" for

 

submission of your request or email us at  [email protected] within 15 days after you receive the shipped product from courier. You can return your product by submitting

 

the 310813477,  company code via Dhl 

 

 

Please visit our website, www.denovias.com.tr, go to "Membership/ Product Return Request" and click “Add new return request” from the top left corner to create a product

 

return/replacement request.  After selecting the order you want to proceed with, please first click x to remove products that you don't request any return / replacement and then

 

select relevant items from “package” / “request type” / “reason for return”. Please click “Submit request” in the bottom right corner of the page to complete your

 

return/replacement request.

 

 

Your product return must also include return of any promoted or campaign product associated with the relevant product as gifts.

 

 

Return/Replacement Terms



- Product returns must be in the original box/package together with invoice.


- Your return request will not be accepted if the protect stripe is removed from the bridal gowns and evening dresses.


- All standard product accessories must be sent intact and undamaged in their original packages.


- Any promoted and campaign products given as gifts must also be sent in original packages.


- Products cannot be returned if the product is customized by consumer's personal needs or special demands, is not suitable for return due to the nature of product, has a

perishable nature or may be expired in a short time.


- All kinds of Cosmetic and Personal Care Products, as well as any types of Software, Processor (CPU) Program, DVDs, VCDs, CDs and Cassettes, Computer and Stationery

Consumable materials (e.g. toners, cartridges, stripes etc.) can only be returned if the original packaging is unopened.


- Hygienic products (e.g. underwear), supermarket products (e.g. food products) as well as periodical publications such as newspapers and magazines cannot be returned.


- Products valued in stock exchange or other organized markets (gold category) cannot be returned.

 

Please note the abovementioned terms and return the product by specifying the company code 310813477,  branche via DHL of Denovias 899 sokak No:30/3 35250 İzmir

 

Sender is responsible for covering the shipment fee for return transactions performed through other courier companies than DHL Cargo

 

 

 

I want to return a product delivered directly by the producer. What should I do?

 

Certain products purchased on our site are delivered to you directly by the producer company. These products are shipped on the basis of "invoice". For returning such products,

 

please follow the steps mentioned for the question titled "I want to return my product. What are the Product Return Terms? Which products can I return?"   

 

Once your product is delivered back to the producer company by us, refund procedures will be started according to the information obtained from the said company.

 

For payment procedures, please refer to the question titled "When will the refund be reflected in my debit card/credit card upon confirmation of product return?" 

 

 

Legal entity refunds:

If you placed your order on www.denovias.com.tr as a legal entity and the invoice was issued on behalf of a company, you must issue a "return invoice" for your product return

 

requests.  Return invoices are issued with the exclusion of shipment fee by the organization a purchase invoice is issued for, and delivered to Denovias. Product return requests

 

will not be processed unless they are delivered to Denovias with a return invoice issued.

 

 

The same procedures applied for individual customers are applicable to legal entities for replacement or return processes regarding the products purchased from denovias.com.tr.

 

 

When will the refund be reflected in my debit card/credit card upon confirmation of product return?

 

 

 

Upon confirmation of your product return, you will be automatically refunded

 

  • on your credit card if the purchase was performed via credit card; or

 

  • on your debit card if the purchase was performed via wire transfer/EFT.

 

Regarding both transactions, timing of refunds to your credit card/account may vary depending on the banks' internal processes and there might be delays.  Please follow the

 

process through your bank. In the case of payment in installments, refund is also performed in installments due to bank processes.

 

 

 

Will my refund be deposited into a bank account/credit card other than the card used for purchase of the returned product?

 

If you return your purchases on Denovias.com.tr, refund is deposited only into the payment method and instrument used while placing the order.

 

 

Will I be charged a shipment fee when I return the product?

 

You are not subject to a "shipment fee" when returning the products. You can therefore send the product for return/replacement by specifying the company code 310813477 

 

branche via DHL  to ship your product via DHL Cargo free-of-charge to the attention of at Denovias 899 sokak No:30/3 35250 İzmir

 

 

How can I contact the courier company to return the product?

 

 

Please refer to the below information to contact ARAS Cargo. Please make sure to state the company code, 310813477  to the courier contact in this process.

 



You can contact DHL Cargo for courrier via telephone number 444 99 99 or you can deliver your package to DHL Cargo.

 



You can check the status of your sending via Aras Cargo web site. 

 

 

After sending the product, how can I track the status?

 

 

After your product is received by Denovias.com.tr, its package, accessories and invoice(*) will be controlled.

 

 

If product return is approved, “product cost” will be refunded to you within 10 working days depending on your preferences regarding product return application.

 

 

If your return does not meet the product return criteria, the product will be shipped back to your address free of charge. To track your product's status, please go to "My

 

Orders" under "My Account".

 

 

(*) If you have issued a corporate invoice for product to be returned, you must submit it along with a return invoice issued by the relevant company. Return invoice must be issued

 

without the shipment fee (e.g. product unit price + VAT).

The product I purchased turned out to be defective. What should I do?

 

 

Please contact us for any defect issues regarding your product within 7 days after receiving the product. You can return the product without paying any "shipment fee" by using

 

the 'courier shipment code' assigned.

 

After the product is received by denovias.com, it will be checked together with the package and accessories and sent for inspection. The product can either be replaced by a new

 

product, refunded or shipped back to you after reparation within 20 working days following the receipt of the product by the Authorized Department based on the inspection report

 

by the said department.

 

 

However, if product defect is found to be associated with “misuse” (hitting, falling, liquid contact etc.), no actions will be taken.

 

 

Please visit our website, www.denovias.com.tr, go to "Membership/ Product Return Request" and click “Add new return request” from the top left corner to create a product

 

return request.  After selecting the order you want to proceed with, please first click x to remove products that you don't request any return / replacement and then select relevant

 

items from “package” / “request type” / “reason for return”. Please click “Submit request” in the bottom right corner of the page to complete your return/replacement request.

 

 

Please note the rules mentioned in article titled “I want to return my products. What are the Product Return Terms? Which products can I return?” to ship your product via

 

ARAS Cargo free-of-charge to the attention of Denovias 899 sokak No:30 Kat:3/301 35250 İzmir

 

 

More information is available on article titled "After sending the product, how can I track the status?" 

 

 

How  to send the defective product to Denovias.com.tr?

 

 

Please refer to the below information to contact DHL Cargo.  You can send the product for return/replacement by specifying the company code 310813477 to ship your product via

 

DHL Cargo free-of-charge to the attention of Denovias 899 sokak No:30 Kat:3/301 35250 İzmir

 

 

Wrong products were delivered. What should I do?

 

If the unboxed product stated in the invoice does not match with your order, please contact us for any of the product issues in 7 days after receiving the products. Following your

 

application, you can send the product for return/replacement by specifying the company code 310813477 to ship your product via DHL Cargo free-of-charge to the attention of

 

at  Denovias 899 sokak No:30 Kat:3/301 35250 İzmir

 

 

After the product is received by Denovias.com, it will be processed for inspection after checking the package and accessories. Following the inspection, the product will be

 

replaced with the correct product and reshipped to your address.

 

Please click “Return and Redelivery” button on the right-hand side of the "Order Tracking" page. Please select the product to be processed and complete the "Incorrect Product

 

Delivery" form provided in the "Return and other transactions" step. Please check the "I have read and agree to the Return and Redelivery Terms" box on the right-hand side of

 

the page and click "Continue". A pop-up window will appear and you can follow the steps regarding the product you will return. Click Save and Finish, and your ticket will be

 

created.  Please send us the DHL Cargo shipment code displayed on the screen until the specified date.

 



Store Return Policy

 


Product purchases from stores are not accepted for return or exchange.