RETURNS & REFUNDS
RETURNS & REFUNDS
Last Updated: August 25, 2026
At Norseal Wool, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains the conditions and procedures for returning products purchased through our website.
This policy applies to purchases made through:
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
1. Right of Withdrawal
For purchases covered by the Turkish distance-sales regulations, consumers generally have the right to withdraw from the purchase within 14 days without providing a reason or paying a contractual penalty.
For products, the withdrawal period generally begins when the product is delivered to the consumer or to a third party designated by the consumer.
The consumer may also exercise the right of withdrawal between the conclusion of the contract and delivery of the product.
2. How to Request a Return
To exercise your right of withdrawal or request a return, please contact us in writing through:
E-mail: info@norsealwool.com
Please include:
- Full name
- Order number
- Product(s) you wish to return
- Reason for contacting us, if you wish to provide one
- Contact information
A reason is not required when exercising the statutory right of withdrawal.
A written notice or communication through a durable medium, such as e-mail, is sufficient for exercising the withdrawal right.
3. Return Period
After submitting a withdrawal request, the product must be returned within the period required by applicable law.
Under the Turkish distance-sales regulations, the consumer must generally send the product back within 14 days from the date the withdrawal notification is submitted.
Please keep your shipping receipt or tracking information until the return has been completed.
4. Condition of Returned Products
Products should be returned in a condition that allows us to identify and process the return.
Where applicable, please return products:
- In their original packaging;
- With original labels and tags attached;
- With all included accessories;
- Without unnecessary signs of use;
- In a condition suitable for resale.
However, nothing in this section removes the consumer’s statutory right of withdrawal or other mandatory rights under applicable law.
A consumer is generally not responsible for changes or deterioration resulting from ordinary use of the product in accordance with its function, technical characteristics and instructions during the withdrawal period.
5. Hygiene and Sealed Products
Certain products may be subject to statutory exceptions to the right of withdrawal where, after delivery, protective packaging, seals or similar protective elements have been opened and the product is no longer suitable for return for health or hygiene reasons.
This may apply to certain products such as intimate apparel or other products falling within the relevant legal exception.
Any applicable exception will be communicated to the customer where required before the purchase is completed.
Important: We will not automatically reject a return merely because a product has been opened. The applicable legal conditions for the relevant exception must be satisfied.
6. Personalized and Custom Products
The statutory right of withdrawal may not apply to products that have been:
- Produced according to the customer’s specific requirements;
- Personalized at the customer’s request;
- Modified specifically for the customer.
This exception applies where the relevant legal conditions are met.
For standard products purchased from our online store, the statutory withdrawal rights remain applicable unless a specific legal exception applies.
7. Return Shipping Costs
For consumers exercising the statutory right of withdrawal under the Turkish distance-sales regulations, return shipping costs cannot be charged to the consumer where the return is made through the carrier specified by the seller in the pre-contractual information.
If the seller has not specified a carrier for returns, the consumer cannot be charged return shipping costs in the circumstances provided by the applicable regulation.
For international customers, additional customs, import or cross-border charges may arise depending on the destination country and return method. These will be handled in accordance with applicable law and the specific circumstances of the return.
8. Refunds
When a valid statutory withdrawal is exercised, Norseal Wool will refund the payments received from the consumer in accordance with applicable law.
Where required, the refund includes the applicable delivery costs associated with the original shipment.
Under the current Turkish distance-sales rules, refunds must generally be made within 14 days following the relevant statutory trigger.
The refund will generally be made using the same payment method used for the original purchase, unless otherwise agreed or legally permitted.
The customer will not be charged a fee merely for receiving the refund where the law requires the refund to be made without additional cost.
9. Refund Processing Time
Once the returned product and withdrawal request have been received and processed, we will initiate the applicable refund.
Depending on the payment provider and financial institution, it may take additional time for the refunded amount to appear in the customer’s account.
The time required by a bank or payment provider to display the refund does not constitute an additional processing period imposed by Norseal Wool.
10. Defective or Damaged Products
If you receive a product that is:
- Defective;
- Damaged during delivery;
- Incorrect;
- Different from the product ordered;
please contact us at:
as soon as possible.
Please provide:
- Order number;
- Description of the issue;
- Photographs of the product and packaging, where relevant.
We will review the issue and provide the remedy required under applicable consumer protection legislation.
This procedure does not limit any statutory rights relating to defective or non-conforming products.
11. Incorrect Product
If we send you a product different from the one you ordered, please contact us before returning it.
We will provide instructions for the return and, where applicable, arrange the appropriate replacement or refund.
12. Exchanges
Where available, we may offer an exchange for another size or product.
However, an exchange is not a substitute for any statutory right of withdrawal or other mandatory consumer rights.
If the desired replacement is unavailable, the applicable refund or other legal remedy will be provided.
13. International Returns
For customers outside Türkiye, return procedures may vary depending on the destination country and shipping method.
Before sending an international return, please contact:
to obtain the appropriate return instructions.
Customers should not send international returns to an address different from the return address provided by Norseal Wool.
14. Customs and International Return Shipments
When returning an international order, customers should follow the carrier’s instructions regarding customs declarations.
Where customs documentation is required, the return should be correctly identified as a returned merchandise / returned goods shipment, where applicable.
Norseal Wool is not responsible for additional customs duties, taxes or charges resulting from incorrect customs declarations or failure to follow the return instructions.
This does not limit any mandatory rights or obligations under applicable law.
15. Non-Returnable Products
Except where mandatory law provides otherwise, the right of withdrawal may not apply to certain products or orders, including:
- Personalized or custom-made products;
- Products prepared specifically according to the customer’s requirements;
- Products subject to statutory health or hygiene exceptions after protective packaging has been opened;
- Other products expressly excluded by applicable legislation.
The applicable exception will be determined according to the circumstances and the relevant law.
16. Order Cancellation Before Shipment
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will attempt to cancel the order before shipment where possible.
If the order has already been dispatched, the applicable return or statutory withdrawal procedure may apply.
17. Late or Missing Returns
Customers should retain their return tracking information until the return has been completed.
If a return shipment is lost while being transported, please contact us with the tracking number so that we can investigate the shipment with the relevant carrier.
18. Contact Us
For returns, refunds or withdrawal requests, please contact:
Norseal Wool
E-mail: info@norsealwool.com
Phone: +90 532 495 5387
Address:
Yakuplu, Birlik Cd. Beysan Sanayi Sitesi No: 10 Kat: 4,
34524 Beylikdüzü / Istanbul, Türkiye
19. Applicable Law
This Returns & Refunds Policy is governed by the applicable laws of the Republic of Türkiye, including the mandatory consumer protection provisions applicable to distance sales.
Nothing in this policy is intended to exclude or restrict any mandatory rights granted to consumers by applicable law.
