Cancellation and refund terms

These terms explain how cancellations and returns work for products and services purchased from KUTBU by quote and order confirmation, and apply together with the Distance sales agreement. In the event of any difference between the two texts, the Distance sales agreement and the provisions of Law No. 6502 Tüketicinin Korunması Hakkında Kanun (Law on Consumer Protection) and the Mesafeli Sözleşmeler Yönetmeliği (Distance Contracts Regulation) prevail. The right of withdrawal applies only to consumers purchasing for non-commercial and non-professional purposes. For business purchases, cancellations and returns are assessed according to the quote, the order confirmation and the parties’ agreement.

If you want to cancel your order before receiving it, simply write to merhaba@kutbu.com with your order details. If the product has already been shipped, you may refuse the package and send it back unopened with the same carrier; in this case too, notifying us of your cancellation by email helps the return to be completed quickly.

Consumers may exercise the right of withdrawal within fourteen days without giving any reason and without paying any penalty. This period is counted in calendar days; for products it starts on the day the product is delivered to you or to a person you designate, and for services on the day the agreement is concluded. It is sufficient to send your withdrawal notice within the period. You can send it by email to merhaba@kutbu.com, by registered electronic mail (KEP) to kutbu@hs01.kep.tr, or in writing to Küçükbakkalköy Mahallesi, Sonay Sokak, No: 6, Kat: 4, 34750 Ataşehir, İstanbul.

- Send an email to merhaba@kutbu.com with your order number or order confirmation email, the products you are returning and your contact details. - We confirm receipt of your notice by email and share the return address and the carrier to be used with you. - Send the product to the address we provide within ten days of sending your withdrawal notice, if possible with its original box, all accessories and, if any, its invoice. - When the product reaches us, it is checked and the refund process is started. Return shipping costs are borne in accordance with the provisions of the Distance Contracts Regulation.

During the withdrawal period you may inspect and try the product in accordance with its operation and instructions for use. A charge for loss of value may be claimed, within the framework of the legislation, for loss of value caused by use beyond this, by damage, or by the product being returned with missing accessories. We kindly ask you to pack the product so that it is not damaged in transit, preferably in its original packaging.

Within fourteen days at the latest of receiving your withdrawal notice, we refund the full amount you paid, including any delivery costs, in a single payment and without charging you any cost. The refund is made using the payment method you used: payments made by bank transfer, EFT or FAST are refunded to the bank account you specify, and card payments made via a payment link are refunded to the same card. The time it takes for card refunds to appear on your account depends on the card issuer.

Under Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised in the following cases: - Services performed instantly in electronic form, and software licences, licence keys and digital content delivered instantly in electronic form - Services started with your approval before the withdrawal period ends (for example, installation, configuration, hosting, email or consultancy services) - Products prepared in line with your wishes or needs, or specifically configured or personalised for you - Software, digital content and computer consumables supplied on a physical medium whose packaging, tape, seal or wrapping has been opened after delivery Products and services in this scope are indicated separately in the quote and the preliminary information form before the order.

Not renewing or ending fixed-term services such as hosting and email at the end of a term is handled according to the conditions in the relevant service agreement. You can submit these requests via KUTBU ID (https://id.kutbu.com) or by writing to merhaba@kutbu.com.

Your order is checked before it is packed and handed over to the carrier. If a product or service is nevertheless defective, you may, under Law No. 6502, exercise one of your rights to withdraw from the agreement, obtain a price reduction in proportion to the defect, have it repaired free of charge or, where possible, have it replaced with a defect-free equivalent. These rights are subject to the periods and limitation provisions set out in the Law. Report the defect to merhaba@kutbu.com, if possible with a photo or description. We bear the costs of sending the defective product to us and will tell you which carrier to use.

We recommend checking the package when you receive your shipment. If you see any damage, such as crushing, tearing or wetting, or any missing items, you may have the courier draw up a damage report and refuse the package. If you notice damage or missing items after opening the package, report it with photos to merhaba@kutbu.com as soon as possible. The risk of loss and damage is ours until the product is delivered to you; missing or damaged products will be remedied by us, without prejudice to your rights under the Law.

For returns of products invoiced to organisations, the organisation must issue a return invoice. The return invoice should be issued on the basis of the unit price and VAT of the returned products, without adding any shipping fee. The conditions for business returns are determined by the quote and the order confirmation.

For cancellations, returns and any other questions, you can write to merhaba@kutbu.com or call us on +90 (212) 812 88 48. Your rights to apply to the Tüketici Hakem Heyeti (Consumer Arbitration Committee) and the Tüketici Mahkemesi (Consumer Court) for requests and complaints are reserved.