Last Updated: April 30, 2025
1. Delivery Policy
At AltıÜç, we adopt a transparent and reliable approach to the delivery of products and services we offer to you. This section details our delivery processes for our digital and physical products.
1.1. Delivery of Digital Products and Services
- Instant Access: Digital products, services, and subscriptions purchased within the application are assigned to your account and made available for your use immediately after the payment transaction is successfully completed.
- E-Wallet Balance: E-wallet balance loads are reflected in your account immediately after payment confirmation is received, and your wallet balance is instantly updated.
- Subscriptions: Digital content subscriptions become active from the moment of purchase and are valid for the subscription period specified at the time of purchase.
- Discount Coupons and Gift Certificates: Purchased or earned discount coupons and gift certificates are immediately assigned to your account and become accessible from the "My Coupons" or "My Gifts" section.
- Premium Features: Premium account features are activated immediately after the purchase transaction is completed.
If you experience any delay or problem in the delivery of digital products and services, please contact our Customer Support team through the "Help" section in the application or by sending an email to [email protected].
1.2. Delivery of Physical Products (If Any)
- Delivery Time: The standard delivery time for physical products is 3-5 business days from the date the order is confirmed. This period may vary depending on the delivery address, stock status, and other logistical factors.
- Delivery Tracking: When your order is shipped, you will be informed with a shipping tracking number via email and/or SMS. You can also track your order status from the "My Orders" section in the application.
- Delivery Fee: Delivery fees may vary depending on the order amount, shipping distance, and the selected delivery method. The delivery fee will be clearly stated on the payment page before order confirmation.
- Free Delivery: Free delivery option may be offered for orders above a certain amount or as part of campaigns organized from time to time.
1.3. Points to Consider During Delivery
- Before accepting the product, check if there is any damage on the package.
- If the package looks damaged, it is recommended to inform the courier and have a report prepared and not to accept the product.
- In case of any dispute during delivery, open the package in the presence of the courier to check its contents and have a report prepared if necessary.
- In case the product is delivered incorrectly, damaged, or incomplete, inform Customer Services as soon as possible.
2. Return Policy
At AltıÜç, we aim to keep customer satisfaction at the highest level. However, returns may be necessary in some cases. This section details our return conditions for our products and services.
2.1. Return of Digital Products and Services
- Return Conditions: Digital content, subscriptions, balance loads, and similar digital products generally cannot be returned after they have been delivered and started to be used. This rule is based on exceptions determined in accordance with Article 47/1(b) of the Consumer Protection Law No. 6502 and Article 15 of the Distance Contracts Regulation.
- Technical Issues: If the purchased digital product is unusable or does not carry the features specified in the descriptions, you can request a return within 14 days from the date of purchase.
- Subscription Cancellation: Auto-renewing subscriptions can be canceled at least 24 hours before the next renewal date. The cancellation process ensures that the subscription remains active until the end of the current period and stops automatic renewal.
- Erroneous Transactions: For payments made by mistake or repeated, you can request a return within 7 days from the transaction date.
2.2. Return of Physical Products (If Any)
- Right of Withdrawal: When purchasing physical products, you have the right to withdraw from the contract within 14 days from the date you received the product without showing any reason and without paying any penalty.
- Return Conditions: Products to be returned must be unused, undamaged, and in their original packaging. It is mandatory to return the invoice, warranty certificate, and all other accessories completely with the product.
- Return Process: You can initiate your return request from the "My Orders" section in the application or by contacting Customer Services. After the return request is approved, the necessary directions to return the product will be communicated to you.
- Return Shipping Fee: In case of exercising the right of withdrawal, the return shipping fee of the product is covered by you. However, in cases where the product is defective or the wrong product is sent, the return shipping fee will be covered by our company.
2.3. Non-Returnable Products
Returns of products are not accepted in the following cases:
- If the 14-day right of withdrawal period from the delivery date has passed
- If the product has been used, damaged, or its original packaging has been damaged
- If the protective packaging of hygienic products has been opened
- For products that have been produced or personalized specifically for you
- If digital content has been delivered and started to be used
3. Refund Process
If your return request is approved, the payment refund process will proceed as follows:
3.1. Refund Methods
- Credit/Debit Card Payments: Refunds for payments made with credit or debit cards are made to the same card. Depending on your bank's processing time, it may take 3-14 business days for the refund amount to be reflected on your card.
- Bank Transfer Payments: Refunds for payments made by bank transfer are made to the bank account you specify. The refund process may take 1-5 business days, depending on bank processing times.
- E-Wallet Balance: If you prefer, the refund amount can be added to your e-wallet balance. In this case, the refund process is carried out instantly.
3.2. Partial Refunds
If you want to return only a part of your order, a partial refund will be made for the amount of the products to be returned. If a discount or promotion has been applied to the order, the calculation will be made taking into account the discount rate.
3.3. Refund Tracking
You can track the status of refund processes from the "My Orders" or "My Return Requests" section in the application. Additionally, you will be informed via email or SMS at each stage of the process.
4. Product Exchange
The following processes apply if you want to exchange the product you purchased with another product:
4.1. Exchange Conditions
- The exchange request must be made within 14 days from the date you received the product.
- The product sent for exchange must be unused, undamaged, and in its original packaging.
- If the price of the new product to be exchanged is higher than the product to be returned, you will need to pay the difference; if it is lower, the difference will be refunded to you.
4.2. Exchange Process
For product exchange, you can request an exchange from the "My Orders" section in the application or by contacting Customer Services. After the exchange request is approved, the necessary directions to return the current product and order the new product will be communicated to you.
5. Customer Support
If you have any questions or issues regarding delivery, return, or exchange processes, you can contact our Customer Support team through the following channels:
This Delivery and Return Policy applies to purchases made through the AltıÜç mobile application. AltıÜç reserves the right to change the conditions specified in this policy when deemed necessary. Changes will be notified to users through the application or via email.