Refund policy

Delivery & Return Policy

This Delivery & Return Policy explains how returns, refunds and delivery processes work when you shop from Oyaseraya (“we”, “us”, “our”) through our online store.
If you have any questions, you can contact us at iletisim@oyaseraya.com or WhatsApp 0545 840 22 81.

Return Eligibility

You may request a return if the product is unused, unopened and in its original packaging, all labels, seals and accessories are intact, and you request the return within the allowed period.
For health and hygiene reasons, skincare and cosmetic products whose protective seal has been opened, tested or used cannot be returned, except in cases where the product is defective or incorrect.

Right of Withdrawal (14 Days)

You may exercise your right of withdrawal within 14 days from the date you receive the products.
To use this right, notify us by e-mail or WhatsApp within 14 days, clearly stating your order number and the products you wish to return.

Items That Cannot Be Returned

The right of withdrawal cannot be used for products customized or prepared according to personal requests, products whose hygiene seals are removed after delivery, products that are used, damaged, contaminated or altered after delivery, and products returned without original packaging, labels or accessories.
Products returned in a condition that does not meet these criteria may be refused and sent back to you.

How to Start a Return

To request a return, contact us at iletisim@oyaseraya.com or WhatsApp 0545 840 22 81 and include your order number. Wait for our return approval and instructions. Pack the products carefully in their original packaging and ship the parcel to the return address provided in our instructions.

Unless otherwise stated, customers are responsible for return shipping costs when using the right of withdrawal.
If the product is incorrect, damaged or defective, we will inform you whether we will arrange the return shipment or reimburse your shipping cost.

Inspection and Refunds

Once we receive the returned products, we will inspect them for eligibility and notify you whether your return is approved.
If approved, your refund will be processed within 3–5 business days to your original payment method. Additional time may be required by your bank or payment provider.

We do not refund original shipping fees (except in cases of defective or incorrect products) or customs/import charges, if any.

Exchanges

We do not offer product exchanges. If you would like a different product, please return your original order and place a new order through our website.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, contact us within 2 days of delivery and provide clear photos of the product, packaging and shipping label.
Once confirmed, we will send a replacement at no additional cost or offer a full refund, including reasonable return shipping costs if a return is required.

Payment Security

All card payments are processed securely through iyzico, a PCI-DSS compliant and industry-recognized payment service provider.
Credit card information is not stored on Oyaseraya servers. All payment data is encrypted and transmitted over a 256-bit SSL secure connection.
iyzico’s advanced fraud monitoring tools and security filters help protect against unauthorized or suspicious transactions, ensuring a safe and reliable payment environment.

Company Information

Oyaseraya Kozmetik Ltd. Şti.
Mehterçeşme Mah. 1881 Sk. C-Blok No.19 Daire No:28
Esenbahçe Konutları, Esenyurt, İstanbul

E-mail: iletisim@oyaseraya.com
KEP: oyaseraya@hs01.kep.tr
WhatsApp: 0545 840 22 81