Refund policy

For orders placed through our website, you have the right to request an exchange or return within 14 (FOURTEEN) business days after delivery of your order. When requesting a return, you may submit your return request through the “My Orders” section at thenewlab.com and send the product together with your invoice on a cash-on-delivery basis.

When handing over your return shipment to the courier company, you must state our registered company name as COSMOPUBLIC İç ve Dış Tic. A.Ş. Returns of products whose packaging/box has been opened, which have been tried or whose original condition has been altered cannot be accepted pursuant to the Distance Sales Agreement.

All products purchased are covered by our company’s warranty.

Once your order has been delivered to you, you may return the product within 14 days from the delivery date, provided that the The NewLab. box containing the product has not been opened at all. Once your return shipment reaches our warehouse, it will be inspected; after it is confirmed that the package has not been opened, your refund will be processed through your bank.

For packages that you believe may have been damaged during shipment, please open and inspect the package in the presence of the courier before accepting the delivery. If you detect any damage to the product, have the courier company prepare an official damage report and do not accept the package. Please note that if no report is prepared, you may be deemed to have accepted that the courier company duly fulfilled its delivery obligations after you take delivery of the product.

If any deterioration, breakage, damage, tearing, signs of use or similar condition is detected on the product, or if the product is not returned in the same condition in which it was delivered to the customer, the return will not be accepted and no refund will be issued.

Return procedures will be completed within seven (7) business days from the date the product reaches our company.

Once the return has been approved, refunds to credit cards will be submitted to the bank within five (5) business days. Your bank may not reflect the refund amount on your card within the same statement period. In such cases, you may need to contact your bank’s credit card customer service.

For any complaints or requests that may arise after the product has been delivered to you, you may contact our customer service at (0212) 909 25 03. If, following the examination, it is determined that the issue was not caused by the user, the necessary remedy will be provided.

Return Procedures:

Address: Göktürk Merkez Mah. Göktürk Cad. Neo Yaşam İş Merkezi No:9A D:17,
Eyüpsultan / Istanbul

Telephone: 0212 909 2503

CONSUMER RIGHTS – RIGHT OF WITHDRAWAL – CANCELLATION AND RETURN TERMS

GENERAL:

1. If you place an order electronically through the website you are using, you will be deemed to have accepted the preliminary information form and the distance sales agreement presented to you.

2. Buyers are subject to the provisions of Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts (Official Gazette: 27.11.2014/29188), as well as other applicable legislation in force, with regard to the sale and delivery of the products they purchase.

3. Shipping costs arising from the shipment of the products shall be borne by the buyers.

4. Each purchased product shall be delivered to the person and/or entity at the address specified by the buyer, provided that the statutory period of 14 days is not exceeded. If the product is not delivered within this period, the Buyers may terminate the agreement.

5. The purchased product must be delivered complete, in conformity with the specifications stated in the order, and together with any applicable documents such as the warranty certificate and user manual.

6. If the sale of the purchased product becomes impossible, the SELLER is required to notify the BUYER of this situation in writing within 3 days from the date on which the SELLER becomes aware of it. The total amount must also be refunded to the BUYER within 14 days.

IF THE PURCHASE PRICE OF THE PRODUCT IS NOT PAID:

7. If the BUYER fails to pay the purchase price of the product or cancels the payment through bank records, the SELLER’s obligation to deliver the product shall cease.

PURCHASES MADE USING AN UNAUTHORIZED CREDIT CARD:

8. If, after delivery of the product, it is determined that the credit card used by the BUYER for payment was fraudulently used by unauthorized persons and the price of the sold product is not paid to the SELLER by the relevant bank or financial institution, the BUYER shall be obliged to return the product subject to the Agreement to the SELLER within 3 days, with the transportation costs borne by the SELLER.

IF THE PRODUCT CANNOT BE DELIVERED ON TIME DUE TO UNFORESEEABLE CIRCUMSTANCES:

9. If force majeure events arise that cannot be foreseen by the SELLER and the product cannot be delivered within the specified period, the BUYER shall be informed accordingly. The BUYER may request cancellation of the order, replacement of the product with a similar product, or postponement of delivery until the obstacle has been removed.

If the BUYER cancels the order and has made the payment in cash, the amount shall be refunded to the BUYER in cash within 14 days from the date of cancellation. If the BUYER has made the payment by credit card and cancels the order, the product price shall likewise be refunded to the bank within 14 days from the date of cancellation; however, the bank may take 2–3 weeks to transfer the refund to the BUYER’s account.

BUYER’S OBLIGATION TO INSPECT THE PRODUCT:

10. The BUYER shall inspect the goods/services subject to the Agreement before accepting delivery and shall not accept from the courier company any goods/services that are damaged or defective, such as those that are dented, broken or have torn packaging. Goods/services accepted upon delivery shall be deemed to have been received in sound and undamaged condition.

The BUYER is obliged to take proper care of the goods/services after delivery. If the right of withdrawal is to be exercised, the goods/services must not be used. The invoice must also be returned together with the product.

12. CONTACT INFORMATION FOR NOTIFICATION OF THE RIGHT OF WITHDRAWAL TO THE SELLER:

COMPANY: COSMOPUBLIC İç ve Dış Tic. A.Ş.

NAME/REGISTERED TITLE: The NewLab-Cosmopublic İç ve Dış Ticaret A.Ş.

ADDRESS: Göktürk Merkez Mah. Göktürk Cad. Neo Yaşam İş Merkezi No:9A D:17
Eyüpsultan / Istanbul

E-MAIL: info@thenewlab.com

TEL: 0212 909 2503

PERIOD FOR EXERCISING THE RIGHT OF WITHDRAWAL:

13. If the purchase made by the BUYER concerns a service, the 14-day period begins on the date the agreement is concluded. The right of withdrawal cannot be exercised for service agreements where the performance of the service has commenced with the consumer’s consent before the withdrawal period has expired.

14. The costs arising from the exercise of the right of withdrawal shall be borne by the SELLER.

15. In order to exercise the right of withdrawal, the BUYER must provide written notification to the SELLER by registered mail, fax or e-mail within the 14 (fourteen)-day period, and the product must not have been used in accordance with the provisions under “Products for Which the Right of Withdrawal Cannot Be Exercised” set forth in this Agreement.

EXERCISE OF THE RIGHT OF WITHDRAWAL:

16. The invoice of the product delivered to the third party or to the BUYER must be returned. (If the invoice of the product to be returned was issued in the name of a company/entity, the product must be returned together with a return invoice issued by that company/entity. Returns of orders invoiced to companies/entities cannot be completed unless a RETURN INVOICE is issued.)

17. The return form and the products to be returned must be delivered complete and undamaged together with their original box, packaging and, where applicable, standard accessories.

RETURN CONDITIONS:

18. The SELLER is obliged to refund the total amount and the documents creating an obligation for the BUYER within no later than 10 days from the date the withdrawal notification reaches the SELLER and to receive the returned goods within 20 days.

19. If the value of the goods decreases or the return becomes impossible due to a reason attributable to the BUYER, the BUYER shall be liable to compensate the SELLER for the resulting damages in proportion to the BUYER’s fault. However, the BUYER shall not be responsible for changes or deterioration resulting from the proper use of the goods or product during the withdrawal period.

20. If exercising the right of withdrawal causes the purchase amount to fall below the minimum campaign threshold specified by the SELLER, the discount amount benefited from under the campaign shall be cancelled.

PRODUCTS FOR WHICH THE RIGHT OF WITHDRAWAL CANNOT BE EXERCISED:

21. The right of withdrawal cannot be exercised for products prepared in accordance with the BUYER’s request or clearly personalized needs and which are not suitable for return; lower-body underwear, swimwear and bikini bottoms; makeup products; single-use products; goods that are liable to deteriorate rapidly or may expire; products that are unsuitable for return in terms of health and hygiene if their packaging is opened by the BUYER after delivery; products that become mixed with other products after delivery and cannot be separated due to their nature; goods relating to periodicals such as newspapers and magazines, except those supplied under a subscription agreement; services performed instantly in an electronic environment or intangible goods delivered instantly to the consumer; and audio or video recordings, books, digital content, software programs, data recording and storage devices, and computer consumables where their packaging has been opened by the BUYER.

In addition, pursuant to the Regulation, the right of withdrawal cannot be exercised for services whose performance has commenced with the consumer’s consent before the withdrawal period has expired.

22. In order for cosmetic and personal care products, underwear, swimwear, bikini products, books, copyable software and programs, DVDs, VCDs, CDs and cassettes, and stationery consumables (toner, cartridges, ribbons, etc.) to be eligible for return, their packaging must be unopened, unused, undamaged and not tested.

DEFAULT AND ITS LEGAL CONSEQUENCES

23. If the BUYER makes the payment by credit card and falls into default, the BUYER acknowledges, declares and undertakes that they will be liable for interest and responsible to the card-issuing bank within the framework of the credit card agreement between the BUYER and the bank.

In such case, the relevant bank may initiate legal proceedings and may demand from the BUYER any resulting expenses and attorney’s fees. In all cases, if the BUYER falls into default with respect to their debt, the BUYER acknowledges and undertakes to compensate the SELLER for any loss or damage incurred by the SELLER due to the delayed performance of the debt.