Refund policy
This Policy has been prepared to inform users of www.mirissa.com.tr (the “Site”) and customers placing orders (“Buyer”) about cancellation and return procedures for products purchased through the Site, which is operated by Mirissa Kozmetik ve Ticaret Limited Şirketi (“Mirissa”).
1. General Conditions
For cancellations and returns of products ordered by the Buyer, the provisions of the Distance Sales Agreement approved electronically between Mirissa and the Buyer apply.
2. Right of Withdrawal and Return Conditions
The Buyer may exercise the right of withdrawal within 14 (fourteen) days from the date of receipt of the product without giving any reason and without paying any penalty.
It is sufficient to notify Mirissa of the withdrawal within the 14-day period. A return can be initiated through your account or by contacting hello@mirissa.com.tr.
For products that are unsuitable for return for health or hygiene reasons, the right of withdrawal cannot be exercised if, after delivery, packaging, tape, seal, protective foil, protective cap or similar protective elements that maintain hygiene integrity have been opened.
This exception does not eliminate the consumer's statutory rights regarding defective or faulty products.
3. Return Process
After your withdrawal notice reaches us, you will be provided with the information required to complete the return and, where applicable, a free return shipping code.
Following notification that the right of withdrawal has been exercised, the product must be returned within the period prescribed by applicable legislation.
No return shipping fee is charged to the consumer when the contracted carrier designated by Mirissa is used.
Registering a return request in the system or reviewing whether the product meets the return conditions does not make the consumer's statutory right of withdrawal conditional on prior approval by the seller.
4. Damaged or Defective Products
If there is visible damage to the package at delivery, we recommend that you inspect it with the carrier where possible and have a damage report prepared.
A damage report may help the review process proceed more quickly.
However, the absence of a damage report at delivery does not, by itself, eliminate the consumer's statutory rights regarding defective or faulty goods.
If a damaged, incomplete, incorrect or defective product is delivered, please contact us at hello@mirissa.com.tr.
5. Situations Where the Right of Withdrawal Cannot Be Exercised
Exceptions to the right of withdrawal provided by applicable legislation remain reserved.
In particular, the right of withdrawal cannot be exercised for products whose packaging, tape, seal, protective foil, protective cap or similar protective elements have been opened after delivery and whose return is unsuitable for health or hygiene reasons.
Where a product falls within an exception to the right of withdrawal, this does not eliminate the consumer's statutory remedies if the product is defective or faulty.
6. Refunds
Payments that must be refunded under applicable legislation will be returned to the consumer no later than 14 (fourteen) days from the date on which the product subject to withdrawal is handed over to the carrier designated by Mirissa for return.
If the product is sent using a carrier other than the one designated by Mirissa, the refund period may, where provided by applicable legislation, begin on the date the product reaches Mirissa.
The refund will be made in accordance with the payment method used by the consumer at the time of purchase, without imposing any expense or additional obligation on the consumer.
The time it takes for the refunded amount to appear in the consumer's account may vary due to bank or card-provider processing times.
7. 14-Day Withdrawal Period in the European Union
If a product is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The product must be unopened, unused, with its labels and in its original packaging.
8. Product Complaints
You may contact our customer service team with any question or complaint regarding a product. If our review determines that the issue was not caused by user error, Mirissa will carry out the appropriate remedial process.
9. Contact
For cancellation and return requests, you can contact us through the following channels:
Email: hello@mirissa.com.tr
Customer Service: +90 530 588 34 84
Mirissa places customer satisfaction at the center of its approach and undertakes to assess all requests in accordance with applicable legislation.
