AKAY - Online Return and Withdrawal Policy

ONLINE REFUND AND CANCELLATION POLICY

Last Updated: June 1, 2026

This Refund and Cancellation Policy is only valid for physical products, custom-made products, tailor-made products, digital products, virtual try-on services, premium access packages, digital services, and other online transactions offered through the www.akay.com.tr and/or akay.com.tr website operated by Akay Tekstil Gelinlik ve Gıda San. Tic. Ltd. Şti. (“AKAY”).

This policy is only valid for online transactions made via Akay.com.tr. Sales, fittings, custom tailoring, alterations, deliveries, payments, or service processes conducted face-to-face in physical AKAY stores, showrooms, or branches are evaluated under separate documents, contracts, receipts/invoices, in-store information, and relevant legislation. This text does not automatically cover physical store sales unless explicitly stated.

Users who place orders, purchase digital services, or benefit from online services via Akay.com.tr declare that they have read, understood, and accepted the terms and conditions outlined herein.

1. General Principles

AKAY values customer satisfaction. However, due to the nature of wedding dresses, evening gowns, custom tailoring, personalized production, made-to-measure products, and digital services, return, cancellation, and exchange processes may vary depending on the type of product or service.

Requests for returns, cancellations, exchanges, and the right of withdrawal are evaluated within the scope of Law No. 6502 on Consumer Protection, the Regulation on Distance Contracts, and applicable legislation.

2. Right of Withdrawal

The consumer, within the scope of distance contracts, may have the right to withdraw within 14 days without showing any reason and without paying any penalty, in cases stipulated by law.

For goods sales, this period begins on the day the consumer or a third party designated by the consumer receives the goods. For service sales, the period begins on the day the contract is concluded.

To exercise the right of withdrawal, a clear notification must be made to AKAY in writing or via a permanent data storage medium before the right of withdrawal period expires.

3. Cases Where the Right of Withdrawal Cannot Be Exercised

In accordance with applicable legislation and due to the nature of the product/service, the right of withdrawal, return, or arbitrary exchange is not available for the following products and services, subject to legally mandatory cases and provisions for defective goods/services:

a) Products prepared according to the consumer's requests or personal needs,

b) Wedding dresses, evening gowns, accessories, and other products that are custom tailored, made to measure, specially designed, or produced according to the user's preferences such as model, size, color, fabric, accessory, embroidery, stone, lace, veil, fitting notes, or similar,

c) Special production products for which the production, alteration, fitting, cutting, sewing, personalization, or preparation process has begun,

d) Products whose packaging, protective label, hygiene strip, or similar protective elements have been opened after delivery; and which are not suitable for resale due to hygiene, health, or use characteristics,

e) Products that have been used, damaged, had their scent changed, stained, altered, had their label removed, had their original nature impaired, or are not suitable for resale,

f) Services performed instantly in electronic environment,

g) Digital content, digital products, virtual try-on outputs, AI-supported visual production services, premium access packages, and digital services delivered to the user, made accessible, downloaded, viewed, used, or for which service performance has begun,

h) Services whose performance has begun with the explicit consent of the user,

i) Services that are in the nature of a specific date appointment, fitting, event, consultation, or organization.

The user accepts that the right of return is limited due to the nature of the product or service when purchasing personalized production or digital services.

4. Custom-Made Products and Tailor-Made Products via Akay.com.tr

For products ordered via Akay.com.tr that involve custom-made wedding dresses, custom tailoring, made-to-measure production, fittings, alterations, model changes according to personal preference, or similar processes, there is no right of return or withdrawal.

For such products, if the order is placed, measurements are taken, fabric/accessory selection is made, the fitting process is started, production preparations are begun, or the product is set aside according to personal preference, the order becomes personalized.

If the customer later makes changes to measurements, size, delivery date, model, color, accessories, fitting appointment, or other preferences, additional fees, additional time, or production revision may be required. This does not give rise to a right of return.

Provisions for defective goods are reserved. If a product is believed to have a defect originating from production, the customer must contact AKAY within a reasonable time after receiving the product.

5. Return Conditions for Standard / Stock Products via Akay.com.tr

For standard stock products that are not personalized, unused, untried, or show no signs of use, have their labels and packaging intact, and meet hygiene and resale conditions, the right of withdrawal may be exercised to the extent permitted by law.

The product to be returned must be:
- Unused,
- Undamaged,
- Free from odor, stains, deformation, or signs of use,
- Sent complete with its label, packaging, accessories, and any gifts/parts,
- In a condition suitable for resale.

Return requests may be rejected or the product may be sent back to the customer for products that do not meet these conditions.

6. Digital Products, Virtual Try-On, and Premium Access

For virtual try-on, AI-supported visual processing, digital content, digital planning tools, premium access, timed access packages, digital subscriptions, and similar services and other digital products offered or to be offered via Akay.com.tr; there is no right of return or withdrawal after the service has been provided to the user, access has been granted, use has begun, content has been produced, or service performance has commenced.

The user's failure to use the digital service, exhaust service limits, log into their account, dislike the outcome, or not benefit from the service for personal reasons alone does not give rise to a right of return.

In technical situations arising from AKAY's fault that result in the service not being provided at all, the user's request will be evaluated separately. As a result of this evaluation, AKAY may decide to re-provide the service, renew access rights, define additional usage rights, or, if deemed appropriate, issue a refund.

7. Digital Subscriptions and Timed Access Packages

Digital subscriptions, timed premium access, or specific-period digital packages that may be offered via Akay.com.tr are valid for the period stated on the relevant product/service page.

Unless explicitly stated otherwise, packages are not auto-renewing subscriptions. Access rights may expire at the end of the period, or a new package may need to be purchased.

The user's failure to use the package, exhaust usage limits, log into their account, or not benefit from the service for personal reasons alone does not give rise to a right of return. In situations arising from Akay's fault that result in the service not being provided at all, user requests will be evaluated separately.

8. Order Cancellation

For standard product orders placed via Akay.com.tr, cancellation requests may be evaluated before the product is shipped and depending on the status of the order preparation process.

For personalized production, custom tailoring, made-to-measure products, products requiring fittings/alterations, or online orders for which the production process has begun, cancellation requests may not be accepted. For orders where production has started, materials have been procured, or the personalization process has begun, the full or a partial amount of the paid price may not be refunded.

For digital products and services, cancellation and refund requests may not be accepted after access has been granted or service performance has commenced.

AKAY reserves the right to cancel online orders due to stock errors, pricing errors, payment issues, security suspicions, technical errors, inability to supply the product, or legal/operational necessities. In such cases, any collected amount will be refunded in accordance with relevant legislation.

9. How to Make a Return Request?

For return, cancellation, or right of withdrawal requests regarding online orders and online services placed via Akay.com.tr, the customer must contact AKAY through the following communication channels:

Email: akay@akay.com.tr
Address: Caddebostan, Şerafettin Sk. Hüseyin Paşa Köşkü No:20, Kadıköy/İstanbul, 34738, Türkiye

The request must clearly state the order number, name-surname, contact information, product/service information, and reason for the request. AKAY may request product photos, payment information, delivery information, or additional explanations to evaluate the request.

10. Returning the Product

For online orders where the right of withdrawal or return request is accepted, the customer must send the product to the address specified by AKAY and with the designated carrier after the return notification.

The product must be sent complete with its original packaging, label, accessories, any gifts, and all parts.

The return shipping process and costs are carried out in accordance with applicable legislation, pre-information conditions, and carrier information provided by AKAY.

11. Refund

When return conditions are met and the return request is accepted, the refund is made within the periods stipulated by law and, as much as possible, by the payment method used.

For payments made with credit or debit cards, the time it takes for the refund to reflect in the customer's account may vary depending on the bank, card organization, or payment service provider. These periods are beyond AKAY's control.

For personalized production, products for which production has started, digital services, premium packages with granted access, used products, products not suitable for resale, or products and services falling under the exception of the right of withdrawal, no refund may be issued.

12. Defective Products and Services

If the delivered product or provided online service is believed to be defective, the customer must contact AKAY within a reasonable time after receiving the product or benefiting from the service.

Claims of defective products or services are evaluated within the framework of the product's/service's nature, delivery date, usage status, production process, customer instructions, and relevant legislation.

If the defect is determined to be caused by AKAY, appropriate options such as repair, exchange, re-provision of service, price reduction, or refund will be considered in accordance with the legislation.

Problems arising from customer use, incorrect measurement information, subsequent change requests, user error, later occurring conditions such as stains/odors/deformations, or use contrary to the product's nature are not considered within the scope of defective goods.

13. Campaign, Discounted, and Gift Products

For campaign, discounted, or special period products offered via Akay.com.tr, return and exchange conditions may be specified separately in the product/service description.

If campaign conditions are no longer met for returned online orders, the refund amount may be calculated based on the actual payment amount after the campaign.

Gifts, accessories, or promotional products given with the order must also be sent back completely during the return.

14. Appointment, Fitting, and Service Fees

Fees charged for appointments, fittings, consultations, special services, or similar services created or paid for online via Akay.com.tr are evaluated based on the nature of the service, appointment date, preparation process, and whether the service has been performed.

For specific-date appointment or fitting services, no refund may be issued in cases of cancellation shortly before the appointment time, no-show, or failure to perform the service due to the user's fault.

15. Situations Arising from Technical Infrastructure

Digital services, payment transactions, customer accounts, virtual try-on, premium access, and similar services offered on Akay.com.tr may operate with technical infrastructures, cloud systems, payment providers, and third-party services managed by Akay or serving on behalf of Akay.

Disruptions, delays, access problems, or technical malfunctions caused by internet connection, user device, browser, payment provider, bank, cloud infrastructure, or third-party services alone do not give rise to a right of return. Situations arising from Akay's fault that result in the service not being provided at all will be evaluated separately.

16. Right to Change

AKAY reserves the right to update this Refund and Cancellation Policy in line with legislative changes, operational needs, new product/service types, or technical requirements.

The updated policy is valid from the date it is published on akay.com.tr.

17. Contact

For your return, cancellation, exchange, or right of withdrawal requests, you can contact us:

Akay Tekstil Gelinlik ve Gıda San. Tic. Ltd. Şti.
Email: akay@akay.com.tr
Address: Caddebostan, Şerafettin Sk. Hüseyin Paşa Köşkü No:20, Kadıköy/İstanbul, 34738, Türkiye