Cancellation, Returns and Right of Withdrawal

Order cancellation

If your order has not yet been handed over to the courier, you may contact us and have it cancelled free of charge. The full amount you paid is refunded to the card used for the payment. For orders already handed over to the courier, the provisions on the right of withdrawal apply.

14-day right of withdrawal

You may exercise your right of withdrawal within 14 days of the date on which the product is delivered to you or to the person at the address you indicated, without giving any reason and without paying any penalty.

How is the right of withdrawal exercised?

1. Send your withdrawal notice together with your order number to siparis@virtuesrose.com, or fill in and submit the sample withdrawal form.
2. We will send you information about the return process and a return code.
3. Ship the product to the address below within 10 days of your notice.
4. Once the product reaches us and has been inspected, the price is refunded within 14 days, using the same method you paid with (to the same card if you paid by credit card).

Return address: Güneykent Yenice Mahallesi, Cumhuriyet Caddesi No: 100, Gönen / Isparta

Condition of the product to be returned

• The product must be unused and in resalable condition.
• Its box, packaging and any accessories must be sent back complete.
• Including the invoice or the order details in the parcel speeds up the process.

Products for which the right of withdrawal cannot be exercised

Under the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), the right of withdrawal cannot be exercised for the following products:

• Food products — items that are perishable or may pass their expiry date.
• Products whose packaging has been opened — once the seal of a rose water bottle is broken it cannot be returned, for reasons of health and hygiene.
• Products prepared and personalised in line with your request.

These exceptions apply only to products delivered sound and correct. For defective, damaged, incomplete or incorrectly delivered products, your right to return and exchange is always reserved, even if the packaging has been opened.

Defective or incorrect product

If your product arrives damaged, incomplete or different from what you ordered, contact us after delivery. We take the product back with the shipping cost borne by us and, as you prefer, either send you a new one or refund its price.

Ways to apply

In the event of a dispute, you may apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) in your location within the monetary limits announced each year by the Ministry of Trade (Ticaret Bakanlığı), and to the Consumer Court (Tüketici Mahkemesi) for amounts above those limits.