Warranty and Returns

WARRANTY AND RETURNS POLICY

Last Updated: 08 September 2026

This Warranty and Returns Policy sets out the general principles governing withdrawal, returns, exchanges, defective goods and applicable warranty procedures for products sold by İMREN Plastik ve Gıda San. ve Tic. A.Ş. (“İMREN”, the “Company”, the “Seller”, “we”, “us” or “our”) through https://www.implast.com.tr (the “Website”).

For consumer transactions, this Policy applies together with Consumer Protection Law No. 6502, the Regulation on Distance Contracts and other applicable legislation of the Republic of Türkiye.

Nothing in this Policy shall be interpreted as excluding or restricting any mandatory statutory rights granted to consumers under applicable law.

1. SCOPE

This Policy covers:

  • returns of standard and in-stock products;

  • the right of withdrawal in distance sales;

  • bespoke and personalised products;

  • incorrectly or incompletely supplied products;

  • products damaged during transportation;

  • defective goods;

  • exchanges and refunds; and

  • applicable warranty and after-sales procedures.

Return, exchange and warranty requests are assessed according to the nature of the product, type of order, whether the customer qualifies as a consumer, the reason for the request and applicable legislation.

2. RIGHT OF WITHDRAWAL IN DISTANCE SALES

For distance sales carried out through the Website by persons qualifying as consumers under Consumer Protection Law No. 6502, consumers generally have the right, subject to the statutory exceptions, to withdraw from the contract within fourteen days without providing any reason and without incurring a penalty.

For sales of goods, the withdrawal period generally begins on the date on which 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 before delivery of the goods.

It is sufficient for the consumer to send their notice of withdrawal to İMREN within the fourteen-day period.

3. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

The right of withdrawal may be exercised by notifying İMREN in writing or through a durable medium.

Requests may be sent to:

E-mail: info@imrenplastik.com

To enable us to process your request promptly, we recommend including, where possible:

  • your full name;

  • order number;

  • the product to be returned; and

  • your contact details.

Unless a particular form is legally required, a clear statement communicating the consumer's decision to withdraw is sufficient.

4. RETURNING GOODS FOLLOWING WITHDRAWAL

Unless İMREN has offered to collect the goods itself, the consumer must return the goods to İMREN or to a person authorised by İMREN within the period prescribed by applicable legislation after sending the withdrawal notice.

Under the current distance-selling rules, this period is fourteen days.

Where supplied with the product, returning the following items together with the goods will help the return to be processed efficiently:

  • product components;

  • accessories;

  • product or usage information; and

  • the original packaging where reasonably possible.

5. INSPECTION OF GOODS DURING THE WITHDRAWAL PERIOD

During the withdrawal period, the consumer may inspect and, to the extent permitted by applicable legislation, use the goods in accordance with:

  • their normal operation;

  • technical characteristics;

  • intended purpose; and

  • instructions for use.

Changes or deterioration resulting from use within these limits do not, where provided by applicable legislation, automatically cause the consumer to lose the right of withdrawal.

Accordingly, İMREN does not apply a blanket rule stating that a standard product can never be returned merely because its packaging has been opened or the product has been reasonably inspected.

Use beyond what is reasonably required for inspection, misuse or damage attributable to the consumer will be assessed according to the circumstances and applicable legislation.

6. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal may not apply to certain goods and contracts falling within the statutory exceptions.

The following exception is particularly relevant to İMREN's activities:

Bespoke and Personalised Products

Products prepared according to the consumer's specific requests or personal requirements, including:

  • bespoke chocolate moulds;

  • moulds incorporating a customer-specific logo;

  • moulds manufactured to specific dimensions, shapes or geometry;

  • products manufactured according to a customer's drawing or technical specification;

  • moulds manufactured exclusively for a particular customer; and

  • other bespoke or personalised products

may be excluded from the statutory right of withdrawal where the conditions prescribed by the Regulation on Distance Contracts are satisfied.

The fact that a product is bespoke does not remove a consumer's statutory rights where the product is defective, incorrectly manufactured or does not conform to the order.

Goods Unsuitable for Return for Health or Hygiene Reasons

Where protective elements such as packaging, seals or similar protective measures have been opened after delivery, goods that are genuinely unsuitable for return for health or hygiene reasons may be excluded from the right of withdrawal, but only where all applicable statutory conditions are satisfied.

This exception does not automatically apply to every product merely because its packaging has been opened.

7. RETURN SHIPPING COSTS FOLLOWING WITHDRAWAL

Return shipping costs following exercise of the right of withdrawal are determined in accordance with the Regulation on Distance Contracts and other applicable legislation.

Where the carrier identified in the pre-contract information is used, or where no particular return carrier has been specified, the consumer will not be charged return costs in circumstances where applicable legislation so provides.

Where the consumer chooses a different shipping method from that communicated by İMREN, the applicable arrangements will be assessed under the relevant legislation.

For defective or incorrectly supplied goods, consumers are not charged costs arising from the exercise of their statutory remedies.

8. REFUNDS

Where the consumer validly exercises the right of withdrawal, İMREN will process the refund within the periods prescribed by applicable legislation.

Where goods are returned following withdrawal, the commencement of the statutory refund period is determined in accordance with the return method used and applicable legislation.

Where required by law, the refund may include:

  • the purchase price;

  • standard delivery charges paid by the consumer; and

  • any other payments that must be refunded under applicable law.

Refunds are generally made using a payment method corresponding to the method used for the original purchase and without imposing additional costs on the consumer.

For purchases made by instalment credit card payments, İMREN submits the refund to the relevant payment service provider or bank in accordance with applicable legislation. The manner and timing by which the bank reflects the refund to the consumer's account may depend upon the bank's own operational procedures.

9. INCORRECT, INCOMPLETE OR DAMAGED PRODUCTS

Please contact İMREN as soon as reasonably possible where:

  • an incorrect product has been supplied;

  • part of the order is missing;

  • the product arrives broken or damaged; or

  • the product supplied differs from the specifications ordered.

To allow us to assess the matter promptly, you may provide:

  • the order number;

  • product details;

  • a description of the issue;

  • photographs of the product and packaging; and

  • a courier damage report, where available.

Requests for photographs or a courier damage report are intended to assist with prompt assessment and do not constitute a condition that automatically removes a consumer's statutory rights.

10. WHAT IS A DEFECTIVE PRODUCT?

A product may be considered defective under applicable legislation where, for example, it:

  • does not possess the characteristics agreed between the parties;

  • does not correspond to the description or sample;

  • does not possess the characteristics objectively expected of it;

  • does not fulfil its intended purpose;

  • does not possess characteristics stated on the Website or in relevant advertising; or

  • contains a defect that reduces or eliminates the benefit a consumer could reasonably expect from it.

11. CONSUMER REMEDIES FOR DEFECTIVE GOODS

Where goods are found to be defective, the consumer may, under Consumer Protection Law No. 6502, choose one of the following remedies:

  1. Withdraw from the contract and request a refund, while making the goods available for return;

  2. Retain the goods and request an appropriate reduction in the purchase price;

  3. Where it does not involve disproportionate expense, request repair free of charge, with all relevant costs borne by the responsible party; or

  4. Where possible, request replacement with non-defective goods.

İMREN is required to comply with the consumer's chosen remedy to the extent required by applicable legislation.

Where repair or replacement would impose disproportionate difficulty in circumstances recognised by law, the other statutory remedies may apply.

Costs that are legally attributable to the seller as a result of exercising these remedies are not charged to the consumer.

12. BURDEN OF PROOF AND LIMITATION PERIOD FOR DEFECTIVE GOODS

Where a defect becomes apparent within six months of delivery to the consumer, the defect is presumed to have existed at the time of delivery, subject to the exceptions prescribed by law.

In such circumstances, the burden of proving that the goods were not defective rests with the seller, unless the statutory presumption is incompatible with the nature of the goods or the defect.

Unless a longer period is provided by other legislation or by contract, liability for defective goods in consumer transactions is generally subject to a two-year limitation period from the date of delivery.

Special statutory provisions apply where a defect has been concealed through gross fault or fraud.

13. WARRANTY DOCUMENTS AND STATUTORY RIGHTS

A product warranty and the consumer's statutory rights relating to defective goods are separate concepts.

Where a product is legally required to be supplied with a warranty document under the Warranty Certificate Regulation or other applicable legislation, the relevant warranty documentation and conditions will be provided in accordance with the law.

Where a product is not legally required to have a warranty document, the absence of such a document does not remove the consumer's statutory rights under Consumer Protection Law No. 6502 in relation to defective goods.

Where İMREN provides an additional voluntary or commercial warranty for a particular product beyond the consumer's statutory rights, the:

  • scope;

  • duration;

  • conditions; and

  • method of exercising that warranty

will be stated on the relevant product page, sales document or separate warranty terms.

Any voluntary warranty is additional to, and does not restrict, statutory consumer rights.

14. MISUSE AND DAMAGE TO PRODUCTS

Where an issue is determined not to arise from a defect existing at delivery but instead results from:

  • use contrary to the product's intended purpose;

  • failure to follow usage or care instructions;

  • unsuitable storage conditions;

  • physical damage caused by the user;

  • modification by third parties; or

  • inappropriate intervention,

the request will be assessed according to the particular circumstances and applicable legislation.

This provision will not be applied so as to remove a consumer's statutory rights in respect of goods that are genuinely defective.

15. DEFECTS IN BESPOKE PRODUCTS

The exclusion of a bespoke or personalised product from the statutory right of withdrawal does not remove İMREN's obligation to supply goods conforming to the order.

Where a bespoke product:

  • differs from a drawing or design approved by the customer;

  • does not meet the agreed dimensions or technical specifications;

  • contains a manufacturing defect; or

  • otherwise materially fails to conform to the order,

the matter will be assessed under the applicable rules concerning defective goods.

However, a design, dimension, wording, logo or technical specification expressly approved by the customer will not normally constitute a defect merely because the customer's preference subsequently changes.

16. COMMERCIAL AND CORPORATE CUSTOMERS

Withdrawal rights and other specific protections granted to consumers under Consumer Protection Law No. 6502 apply only where the relevant transaction legally qualifies as a consumer transaction.

For transactions with:

  • companies;

  • traders;

  • businesses; and

  • professional purchasers

acting for commercial or professional purposes, return, exchange and warranty arrangements may instead be governed by:

  • quotations;

  • purchase orders;

  • pro forma invoices;

  • sales agreements;

  • bespoke production agreements; or

  • other commercial terms agreed between the parties.

Mandatory provisions of the Turkish Commercial Code, Turkish Code of Obligations and other applicable legislation remain unaffected.

17. INSPECTION OF RETURNS

Products returned to İMREN or reported as defective may be inspected according to the nature of the request.

The assessment may take into account:

  • order records;

  • production records;

  • drawings or technical designs approved by the customer;

  • the current condition of the product;

  • photographs and video evidence;

  • shipping records; and

  • technical inspection results where necessary.

Such inspection will not be used to unreasonably delay or obstruct a consumer's statutory rights.

18. DISPUTES AND CONSUMER RIGHTS

Where a dispute cannot be resolved directly with İMREN, consumers may apply to the competent Consumer Arbitration Committee or Consumer Court, subject to the monetary thresholds and jurisdiction rules in force at the relevant time.

All statutory rights of consumers under Consumer Protection Law No. 6502 and other applicable legislation remain reserved.

19. RELATIONSHIP WITH OTHER TERMS AND POLICIES

This Warranty and Returns Policy should be read together with the applicable:

  • Delivery and Shipping Terms;

  • Pre-Contract Information Form;

  • Distance Sales Agreement;

  • product-specific terms; and

  • other applicable terms of sale.

Where there is any conflict between this Policy and mandatory provisions of applicable law, the applicable mandatory legislation shall prevail.

20. CONTACT

For withdrawal, return, exchange, damaged product, incorrect product or warranty-related requests, you may contact us:

İMREN Plastik ve Gıda San. ve Tic. A.Ş.

Address: İkitelli Organize Sanayi Bölgesi, Tormak Sanayi Sitesi, I. Blok, No: 6, Istanbul, Türkiye
Telephone: +90 212 486 22 07
E-mail: info@imrenplastik.com
Website: https://www.implast.com.tr

Last Updated: 08 September 2026

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