Cancellation and Return Terms Agreement

1PARTIES

1.1 SELLER

Hereinafter referred to as "SELLER".

1.2 BUYER

Hereinafter referred to as "BUYER".

2SUBJECT

The subject of this Cancellation and Return Terms Agreement is to determine the processes regarding order cancellation, withdrawal right, return conditions, return exceptions, personalized products, investment gold products, packaging and certificate conditions, and defective, damaged, incomplete, or different products than ordered related to the products purchased by the BUYER through the www.trio-gold.com website.

This agreement is applied together with the Distance Sales Agreement, Preliminary Information Form, and product descriptions on the website.

3GENERAL RETURN PRINCIPLE

3.1 The BUYER can exercise the right of withdrawal only for non-investment, non-personalized, and standard type products such as necklaces, earrings, bracelets, and similar jewelry within 14 days from the delivery date.

3.2 The product to be returned within the scope of the withdrawal right must be unused, not worn, not tried, undamaged, unscratched, not deformed, and suitable for resale condition.

3.3 The product to be returned must be sent to the SELLER completely with its original box, packaging, label, safety band, sealed package if any, certificate, invoice, warranty document, gift product, and all complementary accessories.

3.4 Returns may be rejected if the product packaging is damaged, the safety band or seal is opened/broken, the product is used or tried on, or there are scratches, stains, deformation, odor, breakage, dents, missing stones, discoloration, or similar conditions on the product.

3.5 Return requests may be rejected by SELLER if the product's certificate, invoice, box, packaging, warranty document, gift product, or complementary accessories are missing.

3.6 For earrings and similar products that can come into direct contact with the body, returns may not be accepted if the packaging, protective tape, hygiene seal, or safety package is opened due to hygiene and resale suitability.

3.7 The BUYER is obliged to explicitly specify the type of the product they want to return during the return application. The product type should be explained as standard necklace, standard earring, standard bracelet, personalized bracelet, named necklace, special design product, gram gold, quarter gold, investment gold, or similar.

3.8 The right of return depends on preserving the product in the condition it was received. The BUYER agrees not to perform any action that would reduce the value, security, certificate integrity, or resale suitability of the product after receiving it.

4ORDER CANCELLATION CONDITIONS

4.1 The BUYER may request order cancellation only for standard products that have not yet been shipped and forward the request to the SELLER.

4.2 Cancellation requests for standard products will be accepted if the request reaches the SELLER before the product is shipped and the order preparation process is not completed; the SELLER may cancel the order.

4.3 Cancellation requests made after the product has been shipped are evaluated as return processes, not order cancellations.

4.4 For personalized, special production, special size, special design, special stone, special color, special text, special model, or products prepared upon the BUYER's special request, cancellation requests are not accepted once order confirmation has been given and production/preparation has started.

4.5 Cancellation cannot be made after order confirmation for products on which names, letters, dates, special texts, symbols, logos, figures, messages, or any personal meaning inscriptions have been added upon BUYER's request.

4.6 Cancellation requests may not be accepted for products obtained from outside stock, reserved only for the BUYER's order, or taken into production based on BUYER's special request.

4.7 For investment gold products such as gram gold, quarter gold, half gold, full gold, republic gold, bullion gold, reşat gold, pure gold, and similar, cancellation requests are evaluated by the SELLER considering the product nature, price fluctuation, order status, and legal provisions due to the price being linked to financial market fluctuations.

4.8 SELLER reserves the right to cancel orders due to stock, supply, system error, price error, product description error, payment security problem, suspicious transaction, technical error, unavailability of the product, or impossibility of fulfilling the order. In such cases, the amount charged to the BUYER will be refunded in accordance with the legislation.

5RIGHT OF WITHDRAWAL

5.1 The BUYER may exercise the right of withdrawal for non-personalized, non-investment, and standard products within 14 days from the delivery date.

5.2 To exercise the right of withdrawal, the BUYER must send a clear withdrawal notification in writing or via a durable medium such as e-mail to the SELLER within 14 days.

5.3 The withdrawal notification can be made through the following contact channels:

5.4 Making the withdrawal notification within the deadline does not automatically mean acceptance of the return. The return can only be accepted if the product meets the return conditions specified in this agreement.

5.5 The product to be returned under the withdrawal right must be unused, unworn, undamaged, complete, in its original packaging, and suitable for resale.

5.6 The right of withdrawal cannot be used for products exempted from the withdrawal right.

6PRODUCTS EXEMPT FROM RIGHT OF WITHDRAWAL AND RETURN

6.1 Withdrawal right is not applicable to products prepared according to the BUYER's requests or personal needs.

6.2 Cancellation, return, and withdrawal rights are not accepted for the following products:

a) Products on which names, letters, dates, special texts, symbols, logos, figures, messages, or any personal inscriptions are added upon BUYER's request,

b) Personalized products like name-tag, named necklace, date inscribed bracelet, special writing jewelry, and similar,

c) Products prepared or differentiated from standard forms according to BUYER's special request,

d) Products prepared with special size, special length, special chain, special stone selection, special color, special metal color, special coating, special model, special combination, or special production requests,

e) Personalized necklaces, bracelets, rings, earrings, charms, jewelry sets, and similar products started production/preparation with BUYER's approval,

f) Products changed, sized, inscribed, stone replaced, coated, model revised, polished, serviced, altered, or undergoing similar processes after delivery upon BUYER's request,

g) Products specially procured or produced exclusively for BUYER, out of stock, within special order context,

h) Products whose packaging, safety band, seal, protective package, or hygiene band has been opened; used; tried; worn; been in direct contact with the body; or have lost resale eligibility,

ı) Products missing certificate, invoice, box, packaging, warranty or accessory,

i) Investment gold products like gram gold, quarter gold, half gold, full gold, republic gold, bullion gold, reşat gold, pure gold, and similar,

j) Gold, jewelry, precious metals, precious stones, or similar products whose prices vary according to market fluctuations beyond SELLER's control,

k) Products that lose their original integrity, mix with other products after delivery due to their nature, or cannot be separated.

6.3 Cancellation or return requests are not accepted after order confirmation and production/preparation started for personalized products.

6.4 The BUYER is obliged to check all information such as name, date, text, size, model, color, stone, symbol, coating, and similar on personalized products when placing an order.

6.5 SELLER is not responsible for production results caused by incorrect, incomplete, or wrong personal information provided by the BUYER such as name, date, text, size, color, model, stone, or similar.

6.6 By placing an order, the BUYER accepts that the personalized product information is accurate and that the product is within withdrawal right exceptions.

7SPECIAL CONDITIONS FOR INVESTMENT GOLD AND MARKET-PRICE VARIANT PRODUCTS

7.1 Gram gold, quarter gold, half gold, full gold, republic gold, bullion gold, reşat gold, pure gold, and similar investment gold products are subject to price fluctuations due to the financial markets.

7.2 Withdrawal right and return requests for investment gold products are evaluated as exceptions in light of the product's nature and relevant legal provisions.

7.3 Opening the packaging, damaging the sealed package, opening or breaking the security band, damaging the certificate, or damaging the product's box or protective package results in absolute rejection of return for investment gold products.

7.4 Packaging, seal, security band, certificate, and protective package are security, verification, and value elements of investment gold products. Damage to any of these elements voids the product's returnability.

7.5 Prices for products containing gold, jewelry, precious metals, and precious stones are subject to change due to gold price, exchange rates, market conditions, labor costs, supply costs, and financial market fluctuations.

7.6 Price changes beyond SELLER's control mean that price differences after ordering cannot be subject to return, cancellation, discount, price update, or additional payment claims.

7.7 The BUYER accepts that price of investment gold or market price dependent products is determined according to real-time market conditions and that withdrawal/return rights for these products are limited.

8RETURN APPLICATION PROCESS

8.1 The BUYER must submit the return request to the SELLER in writing or via a durable data storage medium.

8.2 The return application must include complete information such as:

Order number, BUYER's full name, product name, product type, delivery date, return reason, contact information, and photos of product and packaging if any.

8.3 Return applications with incomplete information may not be processed until the missing information is provided.

8.4 The SELLER preliminarily examines the return request considering product type, order status, whether the product is personalized, market price dependent nature, and return reason.

8.5 If the return request is accepted, the BUYER is informed about the return shipment process.

8.6 Products sent without SELLER's return approval or guidance may or may not be received and included in the return process as per SELLER's assessment.

8.7 Preliminary approval of the return request does not guarantee a definite refund. The final decision will be made after physical inspection and compliance check upon product receipt by the SELLER.

9RETURN SHIPPING

9.1 Returned products must be sent to the return address specified by the SELLER.

9.2 The product to be returned must be sent complete and undamaged with invoice, box, packaging, certificate, warranty document, gift product if any, and all accessories.

9.3 The BUYER is responsible for securely and carefully packaging the product to prevent damage during shipping.

9.4 If the BUYER sends the product via a courier other than the one specified by the SELLER, the resulting additional costs, delays, damages, or losses will be evaluated based on the carrier and shipping conditions.

9.5 SELLER reserves the right not to accept or exclude from the return process products sent in contradiction to the specified return procedure, with incomplete information, cash on delivery, or products not meeting return conditions.

9.6 Damage, loss, deficiency, or broken certificate/packaging integrity during return shipment may result in rejection of the return request by SELLER.

10RETURN PRODUCT INSPECTION

10.1 Upon arrival of the returned product at SELLER, conditions of return compliance are inspected.

10.2 It is checked whether the product is unused, unworn, untried, undamaged, complete, in original packaging, accompanied by certificate, and suitable for resale.

10.3 If found compliant with return conditions, return procedures are initiated.

10.4 If found non-compliant, the return request may be rejected.

10.5 Rejected return products may be sent back to the BUYER; shipping costs may be borne by the BUYER depending on the return request nature.

10.6 SELLER reserves the right to keep product photos, inspection records, shipping reports, examination notes, and other documents as evidence if product is found non-compliant.

11REFUND

11.1 If the return request is accepted and product found compliant, payment will be refunded to the BUYER within the legally prescribed period.

11.2 Refunds will be made via the payment method used by the BUYER during purchase.

11.3 For credit or debit card payments, refunds will be processed according to the relevant bank’s procedures. SELLER is not responsible for delays caused by banks or payment services.

11.4 For bank transfer/EFT payments, refunds will be sent to the bank account specified by the BUYER, which matches the order/invoice information.

11.5 For installment purchases, SELLER may refund the whole amount at once to payment provider or bank. Whether the bank credits the refund in installments depends on the bank's policies.

11.6 No refund will be made for products not subject to return.

11.7 Refunds may not be made for personalized, special production, investment gold, or products not complying with return conditions, including product price, shipping cost, service fee, labor charges, or personalization fees.

12SHIPPING AND RETURN COSTS

12.1 For products eligible under withdrawal right and return conditions, return shipping is carried out through the carrier indicated in the preliminary information form and website.

12.2 When using the carrier specified by the SELLER for return shipping, shipping fees are evaluated in accordance with legal provisions.

12.3 Extra costs, delays, losses, and damages resulting from the BUYER using a different shipping company than the one specified by SELLER may be borne by the BUYER.

12.4 If the specified carrier has no branch in the BUYER's location, the BUYER should contact the SELLER before initiating the return process.

12.5 If products not meeting return conditions are sent to SELLER and the return request is rejected, the return shipping costs for the product's forwarding back to the BUYER may be borne by the BUYER.

13DEFECTIVE, DAMAGED, INCOMPLETE OR DIFFERENT PRODUCTS

13.1 The BUYER should inspect the shipment package upon delivery. If there is dent, tear, opening, wetness, damage, or deficiency, the BUYER should have the cargo officer prepare a damage assessment report and promptly notify the SELLER.

13.2 If the product is defective, damaged, incomplete, or different from the order, the BUYER can notify the SELLER.

13.3 The notification should include order number, product name, delivery date, problem description, and product/package photos if possible.

13.4 Legal mandatory rights of the BUYER remain reserved for defective, damaged, incomplete, or different products.

13.5 Lack of return/withdrawal rights for personalized products, investment gold, or products exempted from withdrawal right does not eliminate the BUYER's legal rights for defective, damaged, incomplete, or mismatched products.

13.6 Damages due to improper use by the BUYER such as impacts, drops, dents, breaks, scratches, contact with chemicals, perfume, cream, cologne, detergent, seawater, pool water, sweat, or similar external factors are not considered defects.

13.7 SELLER is not responsible for issues arising from unauthorized interventions, repairs, maintenance, resizing, stone replacement, coating, polishing, or similar processes performed by the BUYER after product delivery.

14EXCHANGE CONDITIONS

14.1 SELLER reserves the right to offer or not offer exchange for standard products.

14.2 For exchange, the product must be unused, unworn, untried, undamaged, complete with original packaging, certificate, invoice, and all accessories.

14.3 Exchanges may not be accepted for personalized, special production, special size, special text, special design, special supply, or investment gold products.

14.4 Exchange requests will be evaluated considering product stock status, resale suitability, price fluctuation applicability, and SELLER’s operational capability.

14.5 Acceptance of exchange request is subject to SELLER's approval. SELLER may reject exchange requests due to product nature or stock status.

15PERSONALIZATION INFORMATION CHECK

15.1 When ordering personalized products, the BUYER is responsible for checking all information including name, date, letters, symbols, special texts, size, color, stone, model, coating, and similar.

15.2 Production or preparation starts based on the data sent by the BUYER after order confirmation.

15.3 No cancellation, return, or free exchange request is allowed due to production results caused by incorrect, incomplete, or wrong information given by the BUYER.

15.4 Change requests notified before production start may be evaluated by SELLER based on possibilities. Whether change requests after production start are accepted is at SELLER's discretion.

15.5 The BUYER acknowledges that products approved for personalization are custom-made for them and are therefore exempt from the right of withdrawal.

16CERTIFICATE, PACKAGING AND SECURITY ELEMENTS

16.1 The certificate is an inseparable part of certified products.

16.2 In return or exchange requests, the product’s certificate, invoice, box, packaging, warranty document if any, safety band, sealed package, and all complementary elements must be sent completely.

16.3 Returns may not be accepted for products with missing certificate, damaged packaging, opened seal, broken safety band, torn label, or disrupted product integrity.

16.4 For investment gold products, packaging, seal, safety band, and certificate constitute security, verification, and value elements. Damage to any of these elements results in absolute rejection of return.

16.5 The BUYER is responsible for preserving the certificate, packaging, and security elements after product delivery.

17ABUSE AND RESALE SUITABILITY

17.1 SELLER may reject return requests if the product is found to be used, worn, tried, damaged, scratched, deformed, partially sent, or lost suitability for resale.

17.2 Abuse of the right to return, attempting to return used products, changing certificates or packaging, breaking product security elements, or decreasing product value may lead to SELLER’s refusal to accept the return.

17.3 The BUYER is obliged to keep the product returned in the condition it was received.

17.4 Return requests may be rejected if the product loses value, resale suitability, or security/certificate integrity.

18EVIDENCE AND RECORDS

18.1 SELLER's order records, payment records, product preparation records, personalization approvals, shipping delivery records, product control forms, photo/video records, email correspondence, and system logs are considered evidence between parties.

18.2 The BUYER accepts that electronic orders, approvals, personalization information, withdrawal notifications, and other declarations are valid.

18.3 During return examination, SELLER may create product photos, video records, inspection notes, and technical inspection logs as documentation.

19DISPUTE RESOLUTION

19.1 The BUYER may send all cancellation, return, exchange, or product-related requests and complaints via the SELLER's contact channels listed above.

19.2 SELLER evaluates submitted requests and complaints and responds to the BUYER as soon as possible.

19.3 For disputes arising from this agreement, Consumer Arbitration Committees or Consumer Courts at the BUYER's residence or where the consumer transaction occurred, within monetary limits announced annually by the Ministry of Trade, have jurisdiction.

20ENFORCEMENT

20.1 When the BUYER places an order through the www.trio-gold.com website, they declare that they have read, understood, and electronically accepted this Cancellation and Return Terms Agreement, the Distance Sales Agreement, and the Preliminary Information Form.

20.2 This agreement enters into force on the date it is electronically approved by the BUYER.

SELLER TRIO GOLD / [Trade Name to be Written] Address: [Company Address to be Written] E-mail: [E-mail Address to be Written] Phone: [Phone Number to be Written]