Menu
Skip to main content

DORTEK KAPI SANAYİ VE TİCARET A.Ş. RETURN, CANCELLATION, RIGHT OF WITHDRAWAL AND DISTANCE SALES POLICY

Website: www.dortek.com.tr

Company Name: DORTEK KAPI SANAYİ VE TİCARET A.Ş.

(Hereinafter referred to as “DORTEK”.)

1. PURPOSE AND SCOPE

This Return, Cancellation, Right of Withdrawal and Distance Sales Policy (“Policy”) has been prepared to regulate the rights and obligations of the parties regarding the purchase of products and services made electronically by consumers through the website www.dortek.com.tr.

This Policy has been prepared in accordance with:

  • Law No. 6502 on Consumer Protection,
  • Distance Contracts Regulation,
  • Turkish Code of Obligations,
  • Turkish Commercial Code,
  • and other applicable legislation.

This Policy applies to all distance sales transactions carried out through the website.

By placing an order through the website, the consumer shall be deemed to have read, understood, and accepted the provisions of this Policy.

2. NATURE OF DORTEK PRODUCTS AND CUSTOM PRODUCTION PRINCIPLE

2.1. A significant portion of the products offered for sale by DORTEK are specifically manufactured according to:

  • the consumer's measurement requirements,
  • architectural projects,
  • building specifications,
  • specific technical requirements,
  • color and finish preferences,
  • accessory selections,
  • glass, frame, sash, profile, and hardware preferences,
  • the technical characteristics of the area where the product will be installed.

2.2. Therefore, a significant portion of DORTEK products are not standard mass-produced consumer products, but rather products “prepared according to the consumer's requests or personal needs”.

2.3. All measurements, technical data, project information, colors, models, accessories, and other selections entered by the consumer form the basis of the production process.

2.4. Before placing an order, the consumer is responsible for carefully reviewing:

  • product measurements,
  • product specifications,
  • color preferences,
  • technical details,
  • product descriptions,
  • delivery and installation conditions,
  • whether the product is classified as a custom-made product.

2.5. Upon confirmation of the order, the consumer shall be deemed to have acknowledged that the product subject to the order may be considered a custom-made product and that, in such cases, the right of withdrawal may not be exercised as provided by applicable legislation.

2.6. DORTEK shall not be responsible for reasonable differences in color and tone between the images displayed on the website and the delivered product that may arise due to screen resolution, lighting conditions, manufacturing tolerances, natural material variations, coating, or painting applications.

3. ORDER PLACEMENT AND CONFIRMATION PROCESS

3.1. An order placed by the consumer through the website shall be processed upon receipt of payment approval and confirmation of the order by DORTEK.

3.2. Where deemed necessary, DORTEK reserves the right to carry out:

  • technical verification,
  • measurement confirmation,
  • project review,
  • stock control,
  • production feasibility assessment.

3.3. DORTEK reserves the right to unilaterally cancel orders that are technically impracticable, impossible to manufacture, or contain an obvious error.

3.4. In the event of a system error, technical error, obvious typographical error, or manifest pricing error in product prices, DORTEK reserves the right to cancel the order.

3.5. Any requests for changes made by the consumer after the order has entered production are subject to DORTEK's approval.

3.6. Any additional costs arising from an order modification may be charged to the consumer.

4. ORDER CANCELLATION

4.1. Cancellation Before Production: The consumer may request cancellation of an order provided that the order has not yet entered the production process.

4.2. Commencement of the Production Process: An order shall be deemed to have entered production upon the commencement of any of the following processes:

  • preparation of technical drawings,
  • approval of measurements/project details,
  • production planning,
  • ordering of custom materials,
  • transfer to the production line,
  • commencement of cutting, painting, coating, or assembly operations,
  • procurement of custom accessories or hardware.

4.3. Cancellation After Production Has Started: For products classified as custom-made products, an order cannot be unilaterally cancelled by the consumer after production has commenced.

4.4. DORTEK's Discretion: DORTEK reserves the right to accept an order cancellation at its sole commercial discretion.

In such cases, production costs, labor costs, special procurement costs, logistics costs, inventory losses, production losses, and obligations towards third parties may be deducted from amounts payable to the consumer or charged to the consumer.

5. RIGHT OF WITHDRAWAL

5.1. General Rule: For standard product sales, the consumer has the right to withdraw from the contract without providing any reason and without paying any penalty within 14 (fourteen) days from the date the product is delivered to the consumer.

5.2. Exercise of the Right of Withdrawal: In order to exercise the right of withdrawal, the consumer must notify DORTEK in writing of their intention to withdraw within the statutory period.

The withdrawal notification may be submitted by email, through the website application form, via a notary public, registered mail with return receipt, registered electronic mail (KEP), or other methods permitted by applicable legislation.

5.3. Cases Where the Right of Withdrawal Cannot Be Exercised: Pursuant to Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for the following products:

a) Products Manufactured According to the Consumer's Specific Requests

  • doors manufactured according to specific measurements,
  • project-specific products,
  • custom color applications,
  • personalized products,
  • systems prepared according to architectural projects,
  • products with non-standard dimensions or technical specifications.

b) Installed Products

The right of withdrawal cannot be exercised for products that have been installed or whose installation/application has been completed.

c) Products That Cannot Be Resold

The right of withdrawal cannot be exercised for products that, by their nature, cannot be resold or that have lost their suitability for resale.

5.4. Application to DORTEK Products: Since a significant portion of DORTEK products are classified as custom-made products, the right of withdrawal cannot be exercised with respect to such products.

The consumer is responsible for checking whether the product is classified as a custom-made product before placing an order.

6. RETURN CONDITIONS

6.1. General Conditions: For products for which the right of withdrawal may be exercised, the product must be unused, undamaged, in resalable condition, returned together with its original packaging, complete with all accessories and components, and delivered together with the invoice and shipping documents in order for the return to be accepted.

6.2. Cases Where Returns Will Not Be Accepted:

The following products are excluded from the return policy:

  • custom-made products,
  • products manufactured according to specific measurements,
  • products whose installation has been completed,
  • products damaged by the consumer,
  • products deformed as a result of use,
  • products that have lost their resalable condition,
  • products returned with missing components or accessories.

6.3. Return Inspection: Returned products shall be subject to technical inspection by DORTEK.

Products found not to meet the return conditions may be sent back to the consumer.

7. DEFECTIVE PRODUCTS AND WARRANTY

7.1. Notification of Defective Products: The consumer is responsible for inspecting the product upon delivery.

A report should be prepared at the time of delivery in the following cases:

  • breakage,
  • dents,
  • deformation,
  • missing components,
  • packaging damage,
  • delivery of an incorrect product.

7.2. Apparent and Latent Defects: Defects that can be identified at the time of delivery shall be considered “apparent defects”, while defects that become apparent subsequently during use shall be considered “latent defects”.

7.3. Consumer's Optional Rights: Within the scope of applicable legislation, the consumer may exercise one of the following rights:

  • refund of the purchase price,
  • free repair,
  • reduction of the purchase price in proportion to the defect,
  • replacement with an equivalent defect-free product.

7.4. Cases Outside Liability: DORTEK shall not be responsible for the following:

  • improper use,
  • incorrect installation,
  • unauthorized intervention,
  • user fault,
  • use contrary to maintenance instructions,
  • applications performed by third parties,
  • natural wear and tear,
  • external environmental conditions,
  • problems arising from the structure/building.

8. DELIVERY AND SHIPPING PROCESS

8.1. Delivery times may vary depending on the nature of the product, its production status, and logistical conditions.

8.2. Delivery times for custom-made products may be longer than those for standard products.

8.3. Delivery may be delayed due to force majeure events, supply issues, production disruptions, natural disasters, war, strikes, power outages, logistical problems, and decisions of official authorities.

8.4. In such cases, DORTEK shall not be liable for compensation for delays arising from such circumstances.

9. REFUNDS

9.1. Refunds for products whose returns have been accepted shall be processed within the statutory periods specified under applicable legislation.

9.2. Refunds shall be made using the same payment method used for the original transaction.

9.3. DORTEK shall not be responsible for processing delays caused by banks or payment service providers.

9.4. For installment payments, the refund process shall be carried out in accordance with the procedures of the relevant bank.

10. APPLICATIONS AND CONTACT

Applications concerning returns, cancellations, the right of withdrawal, and consumer requests may be submitted through the following communication channel:

Website:

www.dortek.com.tr

The following information must be provided with applications:

  • order number,
  • full name/company name,
  • contact information,
  • subject of the request,
  • product photographs,
  • damage reports, if any,
  • supporting information and documents.

11. EVIDENCE AGREEMENT

In disputes that may arise within the scope of this Policy, the consumer acknowledges that DORTEK's:

  • commercial books and records,
  • electronic records,
  • server records,
  • system logs,
  • order records,
  • email records,
  • payment records

shall constitute conclusive evidence within the meaning of Article 193 of the Turkish Code of Civil Procedure (HMK).

12. PERSONAL DATA

Personal data belonging to consumers shall be processed in accordance with the applicable legislation on the protection of personal data.

Detailed information regarding the processing of personal data can be found in the KVKK Information Notice available on the website.

13. DISPUTE RESOLUTION

13.1. For disputes arising from this Policy, Consumer Arbitration Committees shall have jurisdiction within the monetary limits announced by the Ministry of Trade.

13.2. Consumer Courts shall have jurisdiction over disputes exceeding the applicable monetary limits.

13.3. The consumer may submit applications to the Consumer Arbitration Committee or Consumer Court located in the consumer's place of residence or at the place where the transaction was carried out.

14. EFFECTIVE DATE

This Policy shall enter into force on the date it is published on the website www.dortek.com.tr.

This Policy has been prepared taking into consideration DORTEK's custom production, project-specific production, and technical sales model.