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Delivery and Returns Policy

DELIVERY AND RETURN POLICY

At AKAY, we prioritize ensuring that your purchases made through our website are conducted securely, transparently, and in a manner appropriate to the nature of the product.

This page explains the delivery, cancellation, withdrawal, exchange, and return principles for physical products purchased via www.akay.com.tr, custom-made wedding dresses, and digitally provided AKAY AI Virtual Try-On Credits.

1. Seller Information

Company Name: AKAY TEKSTİL GELİNLİK VE GIDA SAN. TİC. LTD. ŞTİ.
Address: Erenköy Mah. Şerafettin Sk. No: 20 Hüseyin Paşa Köşkü İç Kapı No: 1 Kadıköy / İstanbul
Tax Office: Erenköy Tax Office
Tax ID: 0140024074
Phone: +90 (216) 478 27 51
Email: akaymusterihizmetleri@akay.com.tr
Website: www.akay.com.tr

2. Delivery of Physical Products

Physical products ordered are prepared and delivered to the buyer according to the delivery method and estimated delivery time specified on the product page, payment screen, or order confirmation.

For ready-made or standard products, the delivery time does not exceed the periods specified in the applicable consumer legislation. For products produced with custom measurements, designs, or features, the production time may vary depending on the product's nature, and the special delivery time notified to the consumer before the order or upon order confirmation applies.

When an order is shipped, tracking information will be provided to the customer if available.

If the package is visibly damaged upon delivery, the customer is advised to have a damage report prepared in the presence of the carrier's employee, if possible, and to notify AKAY of the situation. The consumer's legal rights regarding defective goods are reserved.

3. Delivery of Custom-Made Wedding Dresses

Wedding dresses prepared according to the customer's:

  • body measurements,
  • chosen model or modifications made to the model,
  • selected fabric, color, neckline, sleeve, skirt, or other design preferences,
  • height, size, and fitting results,
  • or explicitly personal requests and needs

are considered custom-made productions.

The production and delivery time for these products may differ from standard ready-made products. The production and delivery schedule stated during the order or separately agreed upon by the parties will be taken as a basis.

4. Right of Withdrawal and Return

For standard products where the right of withdrawal is applicable according to legislation, the consumer can exercise their right of withdrawal without stating any reason within 14 days from the date of receiving the product.

The withdrawal notification must be submitted to AKAY in writing or via a permanent data carrier within the specified period.

The product to be returned must be preserved in a manner that does not exceed the usual limits of inspection necessary to determine its nature and fundamental characteristics.

5. Right of Return and Withdrawal for Custom Productions

In accordance with Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, there is no right of withdrawal for contracts related to goods prepared in line with the consumer's requests or personal needs.

Therefore, for wedding dresses produced according to the customer's measurements, customized sizing, altered based on fitting or measurement results, special designs, or personalized items, the right of withdrawal and return cannot be exercised due to the nature of the order.

If the product has a defect arising from production, the consumer's rights regarding defective goods under the legislation are reserved.

6. Product Protection Band and Used Products

For wedding dresses and other products deemed appropriate by AKAY, product protection bands, labels, or similar security elements may be used to help determine if the product has been used after delivery and if the return conditions have been preserved.

For standard products subject to the right of withdrawal;

if the product protection band is removed, cut, or damaged, and it is understood that the product has been used beyond the ordinary limits of inspection; if there are signs of use such as stains, odor, perfume, makeup, sweat, deformation, tearing, alteration, unraveling, or similar, the product may not meet the return conditions.

For custom-made products, the aforementioned exception to the right of withdrawal also applies.

These provisions do not negate the consumer's mandatory rights arising from defective goods and other legal rights.

7. Condition of Physical Products to be Returned

Products for which the right of return exists should, as much as possible, be sent back completely with:

  • their original packaging,
  • accessories sent with the product,
  • labels,
  • protection elements, if any,
  • promotional or campaign products sent together.

Losses in value caused by the consumer's use of the product beyond what is necessary for inspection purposes are assessed within the scope of applicable legislation.

8. Incorrect or Defective Product Delivery

If a product different from the one ordered is sent, the product is delivered damaged or defective, or it does not possess the fundamental qualities agreed upon in the contract, we kindly request the customer to contact AKAY.

The consumer's elective and other legal rights regarding defective goods under Consumer Protection Law No. 6502 are reserved.

9. AKAY AI Virtual Try-On Credits

AKAY AI Virtual Try-On Credit is not a physical product. The purchased credits are digital usage rights electronically assigned to the customer's relevant AKAY account after successful completion of the payment transaction.

The purchased credits can be used for virtual try-on and appropriate AI features offered within this service in the respective AKAY account.

Virtual try-on results are digital previews generated by artificial intelligence. There is no guarantee that the generated images or videos will precisely represent the fabric, pattern, color, embroidery, fit on the body, or final fitting result of the actual product.

Purchasing AKAY AI Virtual Try-On Credits does not imply the purchase, reservation of any wedding dress, or a guarantee of a specific outcome.

10. Withdrawal and Return for Virtual Try-On Credits

The purchased AKAY AI Virtual Try-On Credits are electronically assigned to the customer's account after payment and become ready for use.

If the consumer requests immediate provision of the service/digital right and explicitly consents to its immediate commencement during the purchase process; the right of withdrawal cannot be exercised for services instantly performed electronically, intangible goods delivered instantly to the consumer, and services whose performance has begun with the consumer's consent before the withdrawal period expires, according to relevant legislation.

Used virtual try-on credits cannot be converted back into reusable balance or cashed out under any circumstances.

If the purchased credits are not assigned to the customer's account due to a technical error, or if the service cannot be provided due to an AKAY system issue, the customer can contact AKAY. If deemed appropriate after a technical review, the missing credits can be reassigned to the customer's account or a refund can be issued in accordance with the legislation.

11. Failed Virtual Try-Ons

If the AKAY system or the service provider's infrastructure fails to complete the virtual try-on due to a technical error, the virtual try-on credit allocated for the transaction may be automatically returned to the customer's account in cases where the system technically supports it.

Situations where the user cannot benefit from the service due to uploading inappropriate photos, performing actions contrary to terms of use, using prohibited or unsupported content, or other user-induced technical reasons will be evaluated separately.

12. Payment of Refund Amount

For orders whose return is legally and contractually accepted, refunds are processed within the period stipulated by applicable legislation and, as far as possible, using the payment instrument the customer used during the purchase.

The time it takes for the payment to reflect in the customer's bank or credit card account may vary depending on the payment institution and the internal processes of the respective bank.

13. Return Shipping

The return method to be used for physical products subject to the right of withdrawal, and if applicable, the agreed carrier information, are specified during the order, in the pre-information, or in the information sent by AKAY to the customer.

Customers are advised to contact AKAY at akaymusterihizmetleri@akay.com.tr before initiating a return.

Return address:

AKAY TEKSTİL GELİNLİK VE GIDA SAN. TİC. LTD. ŞTİ.
Erenköy Mah. Şerafettin Sk. No: 20
Hüseyin Paşa Köşkü, İç Kapı No: 1
Kadıköy / İstanbul

14. Legal Rights

This policy does not aim to limit the mandatory rights of consumers arising from Consumer Protection Law No. 6502 and related secondary legislation.

The mandatory provisions of the legislation in favor of the consumer are reserved.