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This Order Cancellation, Returns and Exchanges Policy (“Policy”) sets out the rules governing order cancellations, product returns, exchanges, reports of defective products and related procedures for products sold through https://printeyes.com.tr, operated by Eko Kartuş ve Bilişim Sanayi Ticaret Limited Şirketi under the PrintEyes brand (the “Company”).
The Company supplies products on a wholesale basis to dealers and business customers, including toner cartridges, drum units, plotter inks, printer consumables and related spare parts. Approval of a dealer account may be required to place orders through the website. This Policy applies to customers placing orders through the website or purchasing products from the Company for commercial purposes.
Cancellation, return and exchange requests are assessed by taking into account the order status, the nature of the product, whether it has been used, the condition of its packaging and security seals, the reason for the request, the agreement between the parties and applicable law.
PrintEyes is primarily a sales platform for businesses, dealers and wholesale purchasers. The rights and obligations applicable to purchases made for commercial or professional purposes are determined by the parties' agreement, the Turkish Commercial Code, the Turkish Code of Obligations and any other legislation applicable to the circumstances.
Turkish Consumer Protection Law No. 6502 and the rules governing distance contracts for consumer transactions do not automatically apply to every commercial purchase. However, the legal status of the purchaser and the actual nature of the transaction must be considered. Nothing in this Policy shall be interpreted as removing rights arising under mandatory applicable law.
Where a transaction must legally be treated as a consumer transaction, any non-waivable rights under consumer legislation remain reserved.
Customers wishing to cancel an order should contact the Company as soon as possible by emailing [email protected] or calling +90 544 806 88 70. The request should include the order number, the purchasing business's legal name, the reason for cancellation and relevant contact details.
Submitting a cancellation request does not automatically cancel the order. The Company will check the order's preparation, packaging, dispatch and invoicing status and inform the customer of the outcome.
Cancellation may be possible if the products have not yet been prepared or the dispatch process has not begun. Where an order has already been prepared, handed to a carrier, specially sourced or placed as a binding order with a supplier, the request will be assessed separately. In such cases, cancellation may require the parties' agreement or an applicable legal basis.
If cancellation is accepted, amounts collected for the order will be refunded after taking into account any applicable lawful adjustments and statutory obligations. Financial documents issued in connection with the cancelled transaction will be handled in accordance with applicable accounting and tax legislation.
Once an order has been handed over to a courier or logistics provider, cancellation may need to be handled as a return after delivery rather than as a cancellation before dispatch. Customers who learn that an order has already been shipped should contact the Company to confirm the appropriate procedure.
Refusing delivery or allowing a shipment to be returned without accepting it does not, by itself, mean that the order has been properly cancelled or that a return has been accepted. The condition of the returned shipment, return shipping costs, resale condition of the product and the parties' contractual rights will be assessed according to the circumstances.
Where delivery is refused because the product is defective, incorrect or inconsistent with the order, the customer should, where possible, document the issue at the time of delivery and notify the Company without delay.
Before returning a product, the customer must contact the Company to open a return request and obtain the necessary instructions. Products sent without prior approval will not automatically be treated as accepted returns, even if the shipment is received.
The following information may be requested:
The Company will review the request and inform the customer whether it is accepted, where and how the product should be sent, and which other conditions apply.
Subject to applicable law, the agreement between the parties and the rules governing defective goods, products submitted for ordinary commercial returns are generally expected to be in a resalable condition. Depending on the product, the following conditions may be considered:
Where a product is alleged to be defective, damaged or different from the item ordered, the fact that the packaging has been opened or that inspection is necessary will not, by itself, be sufficient to automatically reject the claim. Each request will be assessed in light of the nature of the product and applicable law.
For toner cartridges, ink products, drum units and similar consumables, packaging and security seals may be important for product protection and resale condition.
Where a product was selected incorrectly by the customer, the order was placed in error, or compatibility was not checked before ordering, an ordinary commercial return may not be accepted after the packaging has been opened, a protective seal has been broken, installation has taken place or the product has been used. However, claims involving defective products, incorrect items supplied by the Company or a different outcome required by mandatory law will be assessed separately.
Before placing an order, customers are responsible for checking the product code, printer or device model, compatibility information and product description. If compatibility is uncertain, customers are advised to obtain written confirmation from the Company before ordering.
If a product different from the one specified in the order is delivered, or if any ordered products are missing, the customer should contact the Company without delay after discovering the issue.
The Company may request the order number, product codes and quantities received, packaging photographs and, where necessary, delivery documents. Following its review, the Company will consider completion of the delivery, replacement with the correct product, acceptance of a return or another applicable remedy.
If the Company is found to be responsible for supplying an incorrect product, the customer will be informed of the procedure for correcting the issue or returning the item. Responsibility for shipping and other costs will be determined according to the circumstances, the parties' agreement and applicable law.
If visible crushing, tearing, opening or other damage to a package is noticed at delivery, the customer is advised, where possible, to document the condition with the delivery representative and request a damage report. The customer should photograph the damaged packaging and product and notify the Company without delay.
The absence of a damage report or photographs does not automatically remove rights available under applicable law, although it may make the incident more difficult to investigate. The Company will review available documents and carrier records to determine how the claim should be handled.
If product damage is discovered after delivery, the customer should also notify the Company without delay after discovering the damage. The applicable statutory requirements for inspection and notification of defects in commercial sales will be considered separately.
If a product does not have the agreed characteristics, does not work, does not conform to its description or is found to have a defect that existed at delivery, the customer may report the alleged defect to the Company.
The Company may request an inspection of the product, verification of the serial number, assessment of the conditions of use or an opinion from the manufacturer or an authorised technical service provider where necessary. A technical inspection does not remove the customer's rights under applicable law.
If the inspection identifies misuse, incorrect installation, improper storage, device incompatibility, unauthorised intervention or use outside normal conditions, the claim will be assessed accordingly. However, the fact that a product has been used does not automatically invalidate a claim that the product was defective.
For commercial sales, the applicable provisions of the Turkish Commercial Code and the Turkish Code of Obligations, including the buyer's obligations to inspect and notify defects, will be taken into account. The applicable notification periods for apparent defects and defects discovered later must be assessed according to the circumstances of the case.
A product exchange may be carried out following the customer's request and the Company's review, subject to stock availability and applicable law. Exchange requests arising from an incorrect item supplied, a defective product, an incorrect product code selected by the customer or a request for a different product will be assessed separately.
Where an incorrect or defective product has been supplied, the customer's applicable legal rights remain reserved. If the customer simply wishes to change their original selection, an exchange may depend on the product's condition, resale suitability, stock availability and the parties' agreement.
If the requested replacement product has a different price, the price difference may be collected or credited as agreed by the parties. The Company may require the original product to be returned and inspected before completing an exchange.
Responsibility for shipping costs arising from a return or exchange will be determined according to the reason for the request, the condition of the product, the Company's responsibility, the agreement between the parties and applicable law.
Before sending a return, the customer should confirm the carrier to be used, the return address and the arrangements for shipping costs with the Company.
Where a return is accepted, the refundable amount will be determined by taking into account the original payment method, completed transactions, any legally valid adjustments and the relevant accounting records.
Where payment was made by bank transfer, the Company may request verified bank account details belonging to the paying business. Where payment was made by card, the refund will be processed in accordance with the rules of the payment service provider and the relevant bank. The time required for the refund to appear in the account may vary according to the procedures of the relevant financial institutions.
For transactions carried out through a current-account facility assigned to an approved dealer, the refund amount may be recorded as a transaction on the relevant current account. Debit, credit, payment and adjustment entries will be reflected in the customer account and may be checked through the account statement where available.
If an invoice or other financial document previously issued must be corrected because of a return, the relevant documents will be prepared in accordance with applicable tax and accounting legislation. A website order record or pro forma document does not replace an official financial document where one is legally required.
Subject to applicable law and the agreement between the parties, an ordinary commercial return may not be accepted in circumstances such as the following:
This list does not remove rights arising from defective-goods rules, mandatory legislation or the parties' agreement. Each request will be assessed on its own facts.
The Company may need to cancel all or part of an order, or request additional verification, if stock is unavailable, a material product-information error is identified, a supply issue arises, payment is not completed, order details cannot be verified, a security risk is detected or another circumstance prevents fulfilment of the order.
The Company will inform the customer in accordance with applicable law and contractual provisions. Where collected amounts must be refunded, the refund will be processed in accordance with the relevant payment method and financial recordkeeping procedures. The Company's cancellation rights shall not be interpreted as removing any rights the customer has under mandatory law.
The following contact details may be used for order cancellation, return, exchange, incorrect-product or defective-product requests:
Providing the order number, product code, reason for the request and any relevant photographs or documents can help the Company assess the matter more efficiently. The Company may request additional information depending on the nature of the request.
The Company may update this Policy due to changes in legislation, operational procedures or its service model. The current version will be published on https://printeyes.com.tr. Changes will take effect as required by applicable law and will not remove accrued rights or rights arising under mandatory legislation.
For disputes arising from this Policy or a relevant order, the parties will first attempt to resolve the matter through direct communication. If the dispute cannot be resolved, the applicable law and the valid contractual provisions between the parties will be considered.
To the extent applicable, the competent courts and enforcement offices are: Istanbul Courts and Enforcement Directorates. This provision does not override courts with exclusive jurisdiction or mandatory rules on jurisdiction.
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