Refund policy
This English translation is provided for convenience. In case of any discrepancy, the Turkish version prevails.
RETURNS AND RIGHT OF WITHDRAWAL POLICY
If, for any reason, you are not satisfied with your purchase from Kremi, you may return the products together with their invoice, provided that they are unused and unopened. Our products cannot be exchanged.
Kremi offers free shipping for returns.
You can send your unopened / unused product back to us within 14 days, after creating a return request from your order, via DHL eCommerce, free of charge to you, using the DHL eCommerce return code (3448229332) stated in the e-mail sent to you.
Returned products are inspected once they reach the returns centre. After the inspection confirms that there is nothing preventing the return, the refund process is started.
A refund cannot be made before the product reaches the returns centre and the inspection is completed.
For your order to be accepted for return:
the product must be unused and unopened,
and the product must be sent to the returns centre together with its invoice.
For reasons of personal hygiene, returns of used products are not accepted.
Faulty or damaged products: If your product arrived faulty or damaged, we accept your return even if the product has been opened. Simply contact us within 14 days using the details on our Contact page and send the product back; you may also send us a photo of the product if you wish.
For loss of, or problems with, the delivery of a returned product, please contact us at support@kremibeauty.com.
STEP 1 – SENDING THE PRODUCT
To avoid damage in transit, carefully pack the products in their original shipping box together with their invoice.
For your own security and to track your product, we recommend that you obtain a shipping receipt (waybill) and a tracking number for your return parcel.
Send your returned product to the returns centre address below using the DHL eCommerce return code (3448229332).
Returns Centre Address:
Yeniçarşı Sk. No: 8
İç Kapı No: 2
Kağıthane / İSTANBUL
In the unlikely event that your parcel does not reach us, we recommend that you keep the shipping receipt proving that you sent the products back.
Kremi accepts no liability for parcels sent by you that are lost in transit.
STEP 2 – REFUND PROCESS
Your returned product is inspected once it reaches our returns centre.
Returns are approved for unopened and unused products.
Following return approval, the refund is issued on the next business day and is reflected in your account by your bank within 5–7 business days.
RIGHT OF WITHDRAWAL
The CONSUMER has the right to withdraw from this Distance Sales Agreement signed with the SELLER within 14 (fourteen) days, without giving any reason and without paying any penalty.
The withdrawal period starts:
for contracts for the provision of services, on the day the contract is concluded;
for contracts for the delivery of goods, on the day the CONSUMER, or a third party designated by the CONSUMER, receives the goods.
The CONSUMER may also exercise the right of withdrawal before the goods are delivered.
In calculating the withdrawal period:
for goods delivered separately in a single order, the delivery date of the last item;
for goods consisting of multiple parts, the delivery date of the last part;
for goods delivered regularly, the date of the first delivery is taken as the basis.
You can submit your withdrawal notice before the withdrawal period expires via the “Easy Return” option on your personal account page at Kremi (https://www.kremibeauty.com).
The carrier designated for the right of withdrawal is DHL eCommerce, the shipping company that delivered the ordered product to you.
All details regarding the return shipment are explained in the easy return section of your personal account page.
CASES WHERE THE RIGHT OF WITHDRAWAL CANNOT BE EXERCISED
The CONSUMER cannot exercise the right of withdrawal in the following contracts:
Goods or services whose price changes depending on fluctuations in the financial markets
Goods prepared in line with the CONSUMER’s requests or personal needs
Goods that may deteriorate quickly or whose expiry date may pass
Goods whose packaging has been opened after delivery and which are unsuitable for return for health/hygiene reasons
Goods that, after delivery, are mixed with other products and cannot be separated
Books, digital content and computer consumables whose packaging has been opened
Periodicals such as newspapers and magazines
Accommodation, transport, car rental, food and beverage and leisure services that must be provided on a specific date
Services performed instantly in electronic form or intangible goods delivered instantly
Services whose performance has started with the CONSUMER’s approval before the withdrawal period expires