Return, Refund & Shipping Policy

This Return, Refund & Shipping Policy (“Policy”) is prepared in accordance with Law No. 6502 on Consumer Protection, the Regulation on Distance Contracts, and other relevant legal regulations by NATUVISIO FOOD SUPPLEMENTS AND TRADE LIMITED COMPANY (“NATUVISIO” or “Seller”). All terms herein govern the transactions of the individual or legal entity (“Buyer” or “Consumer”) purchasing dietary supplements, nootropics, sports drinks, and similar wellness products (“Products”) from NATUVISIO (e.g., www.natuvisio.com).

Our warehousing, picking, and logistics operations are fully automated via a leading Third-Party Logistics (3PL) infrastructure partner in Turkey, and distribution is exclusively managed in cooperation with Yurtiçi Kargo.

1. General Return & Cancellation Provisions

1.1. Acceptance of the Agreement

By placing an electronic order on NATUVISIO's website or digital platforms, you accept the Pre-Information Form and the Distance Sales Agreement. This Policy is an integral part of the agreement and regulates the rights and obligations of the parties.

1.2. Relevant Legislation

Buyers are subject to Law No. 6502 on Consumer Protection, the Regulation on Distance Contracts, and other applicable legal regulations regarding the sale and delivery of the Products.

2. Order Cancellation Procedures

If your order has not yet been packaged and shipped by our 3PL warehouse automation system, your cancellation request will be processed immediately.

If your order has already been shipped, the return process (right of withdrawal) applies instead of cancellation. In this case, you can apply the return procedures after receiving the package without opening the original packaging seal.

Upon approval of cancellation, the collected amount will be refunded within 14 (fourteen) days. Due to banking procedures, an additional delay of 2-3 weeks may occur for the funds to reflect.

3. Payment & Default Conditions

3.1. Non-Payment of Product Price

If the Buyer does not pay the product price or cancels the payment in the bank records, the Seller's obligation to deliver the product terminates.

3.2. Unauthorized Use of Credit Card

After the Product is delivered, if it is determined that the credit card was used unfairly by unauthorized persons and the product price is not paid, the Buyer shall return the product to the Seller within 3 days (shipping cost borne by the Seller).

3.3. Default and Legal Consequences

If the Buyer defaults on card payments, the Buyer agrees to pay interest and costs under their agreement with the bank. The bank may initiate legal action. The Buyer shall also indemnify the Seller for any delayed performance.

4. Right of Withdrawal & Exclusions

4.1. Statutory Period and General Conditions

Under Law No. 6502, the Consumer may exercise the right of withdrawal within 14 days of receiving the Product. You must send the withdrawal notice in writing or via email to the Seller. The Seller will refund the product price within 10 days of notice and retrieve the Product within 20 days.

4.2. Exclusions from the Right of Withdrawal

The right of withdrawal cannot be exercised in the following cases:

• Food supplements, nootropics, sports drinks, and similar products that are rapidly perishable or have a short expiration date (if opened or used).
• Vitamins, single-use products, etc., whose packaging has been opened, due to health and hygiene protection reasons.
• Products prepared in accordance with the Buyer's special requests or personal needs.

5. Return Acceptance Conditions

5.1. Original Packaging Integrity

It is essential that the returned Product is in its original packaging, unused, and undamaged. The invoice, delivery note, and all accessories must be returned complete. Due to hygienic reasons, returns of opened dietary supplements are not accepted.

5.2. Decrease in Value or Impossibility

In the event of a decrease in value due to the Buyer's fault, the Buyer shall indemnify the Seller in proportion to their fault. Minor changes resulting from ordinary inspection do not prevent withdrawal.

6. Marketplace & Brand Returns

Returns of products belonging to different brands sold via the NATUVISIO platform must be made directly to the brand that dispatched the product. Upon request, your details will be shared with the relevant brand to facilitate the return shipment.

7. Refund & Reversal Processes

Return Approval: Upon approving the return, NATUVISIO will issue the refund instruction within 14 days at the latest.

Partial Refund / Rejection: If there are signs that the Product has been opened or used, a partial refund or rejection may be applied.

Banking Processes: Banks may require an additional 2-3 weeks to reflect the refund on the Buyer's account.

8. Delivery Area & Borders

NATUVISIO products are strictly shipped to delivery addresses within the borders of the Republic of Turkey. It is not possible to create an order with a delivery address outside of Turkey. Products are shipped to the address specified by the customer during checkout.

9. 3PL Logistics & Order Processing

Following payment approval, orders are instantly synced to our Third-Party Logistics (3PL) warehouse automation system. Orders are quickly picked, invoiced, and packed by the warehouse team.

Product stock status and estimated shipping times are updated on the website. Delivery times cover business days only; weekends and public holidays are excluded. Public holidays in Turkey may affect order processing schedules.

10. Shipping Operations & Yurtiçi Kargo

NATUVISIO works with Yurtiçi Kargo as its primary domestic carrier network and delivery chain partner. Packages prepared in our 3PL warehouse are collected and distributed directly via Yurtiçi Kargo's integrated API network.

Once your order is shipped, a notification containing the tracking number and tracking link is sent to your registered email or phone number.

11. Delivery Times, Costs & Tracking

Estimated delivery times are presented to the customer during checkout. Shipping fees are calculated based on the selected shipping method and address, and are added to the order total. Unless free shipping is provided under a campaign, shipping costs are borne by the customer.

Orders are delivered to the specified address against identity verification and signature. If the customer is not at the address, a notification is left and the package is directed to the nearest Yurtiçi Kargo branch. In this case, the customer must pick up the package within 3 business days.

12. Inspection & Examination Duties

The Buyer must inspect the package before accepting it from the courier. In case of damage, the Buyer must refuse the package and request a formal "Damage Report" (Hasar Tespit Tutanağı). Packages accepted without a report are deemed delivered in good condition.

If any damage or missing items are discovered, the Buyer must report it to the carrier and NATUVISIO customer support within three (3) days.

13. Delivery Delays & Termination Rights

We aim to deliver all orders within thirty (30) days from the order date. If this statutory period is exceeded due to unforeseen force majeure, the customer is notified and may grant an extension.

If delivery does not occur within the extension or if the customer wishes to terminate the contract immediately, they may use their termination right. In case of termination, NATUVISIO will refund the total paid amount, including taxes and shipping costs, within 14 days.

14. Data Protection & SSL Security

NATUVISIO protects customer personal data and payment safety. All transactions and transmissions on our website are encrypted with a 256-bit SSL certificate. If any unauthorized access or data breach is suspected, please contact customer support immediately.

15. Dispute Resolution & Courts

For disputes arising from this Policy, Consumer Arbitration Committees and Consumer Courts are authorized within the monetary limits declared by the Ministry of Commerce.

16. Validity, Updates & Final Terms

This Policy enters into force on the date of its publication onwww.natuvisio.com. NATUVISIO reserves the right to modify the Policy at any time. Changes become effective on the date they are posted. By completing a purchase, you agree to all provisions in this Policy.

17. Contact Information

Company Name: NATUVISIO FOOD SUPPLEMENTS AND TRADE LIMITED COMPANY
Address: Yenişehir Mah. Eşref Bitlis Blv. Dumankaya Trend 15A No: 5/3 İç Kapı No: 18, Pendik/Istanbul, Turkey
Email: iade@natuvisio.com
Phone: +90 535 926 49 91