Right of Withdrawal, Cancellation and Returns Policy

This English version is provided for information. In case of any discrepancy between the Turkish and English versions, the Turkish version prevails.

This page explains order cancellation, how to exercise your right of withdrawal, how to send the product back and how your payment is refunded. The full legal text is on the Distance Sales Agreement page.

1. In brief

• As a consumer, you may withdraw without giving a reason within 14 days of the day you receive the product.
• You send the product back within 14 days of your withdrawal notice; sending it with the returns carrier we notify you of is free of charge.
• The full amount you paid (including delivery costs) is refunded within 14 days.
• There is no right of withdrawal for products prepared for you with a name, text or logo. For standard products, an opened box does not prevent a return.
• The right of withdrawal does not apply to commercial and professional purchases; rights regarding defective, missing or wrong products are reserved.

2. Order cancellation (before shipment)

• If your order has not yet been handed over to the carrier, you can send your cancellation request by writing to our WhatsApp line (0549 123 46 23) or to [email protected].
• A cancellation made before shipment is the exercise of the right of withdrawal before the product is delivered: the full amount you paid is refunded to the payment method you used no later than 14 days from the date your request reaches us.
• For personalised products, cancellation requests sent before preparation starts are accepted; once preparation has started, the right of withdrawal cannot be exercised.
• Requests received after the order has been handed over to the carrier are processed as withdrawals (returns).

3. Right of withdrawal (consumer purchases)

You may withdraw from the contract within 14 days without giving any reason and without paying any penalty. The period starts on the day you, or a person you designate (other than the carrier), receive the product. If the products in a single order are delivered separately, the day the last product is received counts; if the parts of a product consisting of several parts are delivered separately, the day the last part is received counts.

4. Returns in 5 steps

1. Send us your return request. If you placed the order while logged in, use the Start Return button in the order details under My Account › My Orders (if the button appears; confirmation that your request has been received is shown on screen immediately), or send your order number and the products you are returning to our WhatsApp line (0549 123 46 23). You can also notify us by email ([email protected]), KEP ([email protected]) or post. For a damaged or faulty product, adding photos speeds up the process.
2. Get the shipping details. The returns carrier and shipping code are sent to you after your request.
3. Pack the product. If possible, pack the product with its box, standard parts (screws and wall plugs, remote control if any) and any gift product given under a promotion, so that it is not damaged in transit. We recommend wrapping acrylic and glass parts in paper or bubble wrap.
4. Send it. Send the product to our returns address within 14 days of your notice: BACKHOME ELEKTRONİK TASARIM SANAYİ TİCARET LİMİTED ŞİRKETİ, Sahabiye Mahallesi, Nil Caddesi, No: 27/A, Kocasinan / Kayseri. Keep the shipment tracking number.
5. Receive your refund. The full amount you paid is refunded to the payment method you used no later than 14 days from the date you hand the product over to the returns carrier.

As the burden of proving that you exercised the right of withdrawal in time is on you, we recommend a method that leaves a record (My Account, a WhatsApp message or email). You can get information by phone; to have your notice recorded, use one of the methods above. You do not have to use the withdrawal form at the end of this page.

• If you send the product with the carrier we have designated, you are not charged for the return.
• If this carrier has no branch where you are, the product is collected from you at no extra charge.
• If you send the product with another carrier, you bear the shipping cost.

5. Refunds

The full amount you paid, including delivery costs, is refunded within 14 days of the date you hand the product over to the carrier we have designated for returns. If you send the product with another carrier, this period starts on the date the product reaches us; if you withdraw before receiving the product, it starts on the date your notice reaches us. Our inspection of the product does not extend this period.

• The refund is made in a way suited to the payment method you used, without any cost or obligation for you, and in a single payment.
• For card payments, the refund is credited to your card; when it appears on your statement depends on the procedures of the card issuer.
• For bank transfer/EFT payments, the refund is made to the IBAN registered in your name that you give us.
• If you return some of the products from an order to which a basket promotion discount was applied, the refund is calculated on the amount you actually paid for that product (the amount after deducting the share of the basket discount allocated to the products). Even if the partial return brings the basket total below the free shipping or promotion threshold, you will not be asked for an additional shipping fee or the discount difference.

6. Condition of the product

Taking the product out of its box, examining it and trying it does not remove your right of withdrawal. You are not liable for changes and deterioration resulting from using the product in line with its operation, technical specifications and instructions for use during the withdrawal period. You are, however, liable for any loss in value caused by use contrary to the instructions (e.g. making the electrical connection contrary to the instructions) or by careless transport; in such a case, we will notify you of the loss in value separately, stating our reasons.

7. Products for which the right of withdrawal cannot be exercised

Under Art. 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for the following products:

• Products prepared in line with your wishes or personal needs (Art. 15(1)(b)): products made according to a name, text or logo you provide (e.g. doorbell buttons with a name or logo).

Standard products are not covered by this exception: you may return a standard product (e.g. LED wall lights, standard doorbell buttons, gift box) using your right of withdrawal even if its box has been opened or it has been examined or tried. Whether a product falls within the exception is stated on the product page before you confirm your order. For products covered by the exception, your rights in respect of defective, damaged or wrong products are also reserved.

8. Damaged, missing or wrong products

• We recommend that you check the outside of the package when you receive it. If the package is crushed, torn or wet, having the carrier’s staff draw up a damage report and sending the report to us with photos speeds up the process.
• Report a damaged, missing or wrong product as soon as possible to our WhatsApp line (0549 123 46 23) or to [email protected]; we handle the replacement of the product or the refund of its price, and the shipping costs are borne by us.
• These recommendations do not limit your statutory rights regarding damaged or defective products; we will assess your report even if no damage report was drawn up.

9. Defective products and warranty

The right of withdrawal is independent of whether the product is defective. For defective products, you may exercise your elective rights under Law No. 6502 on Consumer Protection (rescission of the contract, price reduction, free repair, replacement with a non-defective equivalent) even after the withdrawal period has expired; details are in clause 10 of the Distance Sales Agreement.

• The lighting products we sell are covered by the BACKHOME warranty for 2 years from the date of delivery. The warranty terms are set out in the warranty certificate supplied with the product or on the product page.
• For faults covered by the warranty, the product is repaired free of charge; if it cannot be repaired, it is replaced or its price is refunded. Shipping costs within the scope of the warranty are borne by the Seller.
• The following are not covered by the warranty: installation or electrical connection contrary to the use and installation instructions; lightning and overvoltage; physical damage such as water, moisture, impact, dropping and breakage; opening of or tampering with the product by unauthorised persons; use contrary to the intended purpose. In these cases, the product is examined and, where possible, a quote for paid repair is given.
• The battery supplied with battery-powered models is a consumable; a battery running down through use is not covered by the warranty. If the battery supplied with the product does not work on delivery, this is remedied under the provisions on defective products.
• For a warranty claim, contact us via our WhatsApp line (0549 123 46 23), on 0533 680 06 85 or at [email protected]; if you need to send the product, the shipping details are sent to you.
• The warranty does not limit your rights regarding defective goods under Law No. 6502.

10. Returns on commercial purchases

If you bought the product in the course of your commercial or professional activity, the right of withdrawal under Law No. 6502 does not apply. Requesting a corporate invoice does not on its own make a purchase commercial; what matters is the purpose of the purchase. We remain liable for defective, missing or wrong products; return requests other than for defects are assessed separately. Details are in clause 11 of the Distance Sales Agreement.

11. Who pays for return shipping?

12. Exchanges

If a wrong or defective product is sent, we replace it; if it is out of stock, we refund its price. If you want to exchange the product for another colour, size or power option, you can exercise your right of withdrawal and place a new order.

13. Withdrawal form

To exercise your right of withdrawal, you can fill in the form below and send it by WhatsApp, email, KEP or post. You do not have to use this form.

To: BACKHOME ELEKTRONİK TASARIM SANAYİ TİCARET LİMİTED ŞİRKETİ (BACKHOME), Sahabiye Mahallesi, Nil Caddesi, No: 27/A, Kocasinan / Kayseri · Email: [email protected] · KEP: [email protected] · WhatsApp: 0549 123 46 23

I hereby give notice that I am exercising my right of withdrawal from the contract for the sale of the following products.

• Order date or delivery date:
• Order number (if known):
• Product(s) subject to withdrawal, options and quantity:
• Price of the product(s) subject to withdrawal:
• Your name and surname:
• Your address:
• IBAN for the refund if you did not pay by card (registered in your name):
• Your signature (only if the form is sent on paper):
• Date:

14. Complaints and disputes

We ask that you bring any complaint to us first; we will do our best to resolve it. This does not limit your statutory rights described below.

For disputes below the monetary limit announced each year by the Turkish Ministry of Trade, you must apply to the consumer arbitration committee at your place of residence or where the transaction took place. Above that limit, you may file a case at the consumer court, provided that you first apply to a mediator; you may also file the case at the consumer court of your own place of residence. Applications to the arbitration committee can also be made online through the Consumer Information System (TÜBİS) on e-Devlet.