Return & Refund Policy
RETURN AND REFUND POLICIES
Purplestars Return and Refund Policies
Return & Refund PolicyReturns and refunds are classified into the following categories: (I) Item not received, (II) Item not as described, and (III) any reason returns. The following principles apply for returns and refunds regardless of the reason.
I. ITEM NOT RECEIVED
SITUATION: Delivery on the way
SHIPPING METHOD: GOVERNMENT POSTAL SERVICE,EMS, UPS, FedEx, or DHL
If the item is currently being delivered and shows as still on the way to the delivery address, it can be considered as “item not received” in the following circumstances:
• Delivery is delayed and there have not been updates for over 30 days.
• Items are held at one location such as a shipping company or sorting facility for a long period of time over 30 days.
After requesting a Return and Refund request with turcobazaar.com, if the Merchant cannot provide information regarding delivery such as a valid shipping tracking number and there are no further updates from a shipping company beyond 10 days, the Merchant will be responsible for providing a refund.
SHIPPING METHOD: UPS, DHL, FEDEX, TNT or other methods
If delivery information for packages shipped via UPS, DHL, FEDEX, TNT or other methods can not be verified or lacks a shipment tracking number, the Merchant will be responsible for the shipment if a Return and Refund be requested.
If you’ve requested a “Return and Refund” request and the Merchant does not provide valid shipping details, a refund will be issued as long as 60 days has passed since the order was shipped by the Merchant. This also applies to replacement items or orders.
SITUATION: Items detained by customs
SHIPPING METHOD: Any
If an order is detained by a Customs office or is waiting to clear customs, and there are no updates on the delivery information within 10 days, the buyer should provide a photo of the Customs Letter and the Merchant will be responsible for the shipment except for criteria listed in table 1.
Table 1. If an order is detained by Customs for the following reasons and information can be verified in the following circumstances:
SITUATION: Items delivered to the wrong address
SHIPPING METHOD: Any
If an item is delivered to the wrong address, and a return and refund are requested, the Resolution Center will verify whether or not the item was sent to the wrong address. Proof of delivery information will be requested from the Merchant and if the delivery information is valid, no refund and return will be given or processed. Proof of delivery information should include the item recipient’s name, delivery address, postal code, and country.
SITUATION: Customer (Buyer) refused to sign for an item
SHIPPING METHOD: Any
If an item arrives in the delivery address and the customer (buyer) refuses to sign for the item because the package arrived damaged, the Merchant will be responsible for the shipment and a return and refund will be processed by turcobazaar.com.
If an item arrives in the delivery address and the customer (buyer) refuses to sign for the item for reasons other than a damaged package, the customer (buyer) will be responsible for paying return shipping fees prior to a refund being processed by turcobazaar.com. %35 restocking fee will be applied.
SITUATION: False shipping or tracking number
SHIPPING METHOD: Any
If a shipment is either lacking a tracking number or the tracking number cannot be found on an official shipping or logistic company’s website after 7 days of order placement, the Resolution Center can assist in validating the shipping or tracking number. If the Merchant does not provide a shipping or tracking number, the Merchant will be responsible for providing a refund.
If the shipping or tracking number is valid; however, the delivery information is inconsistent with the order, the Merchant will be responsible for providing a refund. An example of this situation is when the delivery country is the USA, however, the tracking information shows that the delivery country of France.
II. ITEM NOT AS DESCRIBED
SITUATION: Item significantly not as described
An item is defined as not matching the product description if upon receipt it is damaged, defective, or has other quality issues where the item cannot be used for its intended purpose.
For electronic items or those where a product model number is included in the item description, item photo, or item title, the assumption is that these items have all the functionality of the product model number.
In the following situations where a product is believed to not match the item description, valid information such as a photo or video of the item should be provided to the Resolution Center where a return and refund will be determined.
SITUATION: Product is collected by the customer
If the product is "Collected by the buyer", the product is considered as "sold as seen", the buyer can not claim that the item is not as described, damaged, doesn't work, different than the description.
If the collection is arranged by the customer by using 3th party shippers, We don't have any responsibility for the product's condition. The item is considered as 'sold as seen'.
SITUATION: Quantity issues
1) Quantity shortage
If an order received has less quantity than described, the Resolution Center will review the photo evidence received from the buyer and freight weight certification to determine whether a refund will be issued.
If an order does not meet described measurements or there is a misunderstanding of measurements, the Resolution Center will review the item description and adhere to globally recognized measurements.
III. ANY REASON RETURNS
If a refund and return are requested on an item for other reasons such as “I do not like the item” or I do not want the item”, and the seller agrees to the proposal, the Customer (buyer) will be responsible for paying return shipping and freight fees. “Any reason returns” must adhere to time limits set by the Merchant. It is the buyer's responsibility to read the product specifications. The buyer accepts all the conditions stated on the product page by purchasing the item online. The buyer will be responsible for the return shipping costs. %20 Restocking fee will be applied. If the buyer does not want the item anymore before the delivery, a %20 restocking fee will be applied to the product cost. Shipping costs will be the buyer`s responsibility.
IV. APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER
turcobazaar.com’s Resolution Center will enforce its policies according to the general principles stated. If a Merchant (Seller) or Customer (Buyer) has any disagreements on the decisions made by the Resolution Center, an appeal may be made by sending an email to email@example.com. In such cases, turcobazaar.com will make note of the appeal and provide a result within 10 business days. If the person making the appeal is required to cooperate in providing appeal materials during proceedings, they should cooperate within 5 days. Otherwise, turcobazaar.com will deem the person making the appeal as giving up their right to appeal.
V. RETURN AND REFUND PERIOD
If the buyer is unhappy with the product, he can open a return case in 14 days of delivery. Customer (Buyer) can not open a return case if the return period (14 days ) is expired. Customer (Buyer) can not claim "item is not as described, came in damaged condition" after 14 days passed from the delivery date. By purchasing from TurcoBazaar, the Customer (Buyer) accepts that 14 days of use is sufficient to understand that the item is as described. ALL THE ITEMS HAVE TO BE RETURNED IN IT'S ORIGINAL CONDITION IN IT'S ORIGINAL BOX. If the item is not returned in Its original box, we may refuse the return, and a %20 restocking fee will be applied "The extra deductions will be applied according to the item's condition". Handling and Shipping costs will not be refunded. If an order is canceled 24 hours after the purchase date, a %20 restocking fee will be applied.
Damaged items have to be informed to our side in 3 days by providing proof of damage. If the buyer wants a replacement, Turcobazaar will be responsible for sending the new product to the customer after the buyer returns the original item back. If the buyer wants a refund instead of a replacement, the buyer has to declare this on his return request.