Delivery and returns
Delivery
In-stock products are shipped within 2 working days of payment approval, and the tracking number is sent by email. Custom-designed orders are delivered within 30 days.
Your order is delivered within 30 days at the latest; if we cannot deliver within this period you may cancel the order and get the full amount back within 14 days. The product counts as delivered when it reaches you, not when it is handed to the carrier; we are responsible for loss or damage until then.
Right of withdrawal and returns
You may withdraw from your order within 14 days of the day you receive the product, without giving any reason and without penalty. You may also withdraw before the product is delivered. If items are delivered separately, the period starts on the day you receive the last item.
How do I withdraw?
If you have an account, use My account → Orders → Return request; otherwise e-mail info@smartkilitsistemleri.com with your order number or notify us in writing. You may use the model withdrawal form but it is not mandatory; any written statement clearly setting out your decision is sufficient.
Sending the product back
You send the product back within 14 days of your withdrawal notice. Our contracted carrier for returns is HepsiJET; returns with this carrier are free of charge. If the carrier has no branch where you are, we collect the product from you at no extra cost.
Refund
The full amount you paid, including any delivery charge, is refunded to your payment method in one go and free of charge within 14 days of the product being handed to the return carrier (or of it reaching us if you use another carrier), or of your notice reaching us if you withdraw before delivery. How long a card refund takes to appear depends on your bank.
Condition of the product
You are not liable for changes resulting from using the product in line with its instructions during the withdrawal period. Opening the box, trying the product or having it installed does not remove your right of withdrawal; an invoice or the original packaging is not a condition for return. Sending accessories and the manual with the product speeds things up.
Installation service
Installation is not included in the product price. The installation fee depends on distance and city and is given to you in writing (by e-mail or WhatsApp) before the site visit; installation is purchased separately only with your written approval, and no installation fee arises if you do not approve. If installation starts within the withdrawal period at your express request, the right of withdrawal ends for the installation service only. Even if the product has been installed, your 14-day right of withdrawal for the product itself continues. The price of installation not yet started is refunded in full.
When withdrawal does not apply
The right of withdrawal does not apply only to products expressly stated at ordering to be made to your personal specifications, and to installation started with your consent (Distance Contracts Regulation art. 15/1-b and h).
Consumer withdrawal rights do not apply to purchases by our dealers or by buyers acting for commercial or professional purposes; return terms are set by the dealership agreement.
Defective products
If a product is defective you may choose to withdraw from the contract, get a price reduction, free repair or a replacement (Law No. 6502, art. 11). Shipping costs for defective products are borne by us. You can claim within 2 years of delivery even if the defect appears later.
Warranty and service
Our smart locks carry a warranty of at least 2 years from delivery. Repairs within the warranty period take at most 20 working days; if this is exceeded you may ask for a free replacement, refund or price reduction. Maintenance, repair and spare parts are available throughout the product's service life.
Complaints and disputes
You can reach us with complaints and requests using the contact details below. For 2026, disputes below TRY 186.000 can be brought before the consumer arbitration committee where you live or where the transaction took place; disputes at or above this amount go to the consumer court after mandatory mediation.
How to apply
Send withdrawal, return and complaint requests to info@smartkilitsistemleri.com quoting your order number, or call us on +90 326 614 40 44.
Model withdrawal form, Pre-Contractual Information Form and Distance Sales Agreement (in Turkish)