Returns, Cancellation and Refund Policy

This policy explains how cancellations, returns, defect claims, transit damage and refunds work for custom manufacturing orders placed with URETYCO TEKNOLOJİ ANONİM ŞİRKETİ ("Uretyco"), and what each step means for the customer, the manufacturing partner and Uretyco. It forms an integral part of the Terms of Use and the Sales and Manufacturing Service Agreement. Statutory consumer rights are never limited by this policy.

1. Scope and parties

This policy applies to every order placed through the Uretyco platform.
Uretyco is the seller and your contracting party. Uretyco collects the payment, issues the invoice and is responsible to you.
Parts are produced by independent manufacturing partners working as Uretyco's subcontractors. A manufacturing partner has no direct contract with the customer, never contacts or invoices the customer and never sees the customer's identity, contact details or address.
The physical flow is always the same: parts are shipped from the manufacturing partner to Uretyco, undergo quality control at Uretyco and are then shipped to the customer. Deliveries to customers and returns from customers are handled by Uretyco.

2. Definitions

Term	Meaning
Consumer	A natural or legal person placing an order for purposes outside their trade or profession (Turkish Consumer Protection Law No. 6502, Art. 3).
Business buyer	A natural or legal person placing an order within their commercial or professional activity (merchant, company, self-employed professional).
Part	Each line item of an order. Requests are opened and resolved per part.
Approved order scope	The CAD/3D file, technical drawing, material, finish, tolerances, quantity, selected documents and notes approved when the order was placed.
Request	A cancellation, return, repair, replacement, missing or extra item, delivery or invoice request opened from the order screen in your account.
Manufacturing partner	The independent manufacturing business that produces parts on Uretyco's behalf.

3. Custom-made parts and the right of withdrawal

Every part on Uretyco is made to order from the file you upload and the specifications you choose. Under Article 15(1)(b) of the Turkish Distance Contracts Regulation, there is no right of withdrawal for contracts for goods prepared in line with the consumer's wishes or personal needs. Delivered parts therefore cannot be returned simply because you changed your mind.

This exception does not affect your rights in any way where a delivery is defective, incomplete, wrong or damaged. Because the Regulation allows the parties to agree otherwise, Uretyco grants every customer the contractual cancellation options described in section 4.

4. Cancelling an order or a part

Status of the part	Cancellation	Refund
Before a manufacturing partner is assigned	Completed instantly and automatically. The related production listing is closed; other parts of the order are not affected.	The full amount paid for the part.
After a manufacturing partner is assigned or during production	Not automatic. Uretyco reviews how far the work has progressed together with the manufacturing partner and informs you of the outcome.	The amount paid, less documented costs that cannot be recovered (work performed, material used or not returnable, documented costs of the manufacturing partner).
After delivery	Cancellation is no longer possible. Open a request for defective, missing or wrong items instead (sections 7–12).	Depending on the outcome of the request.

If production has started, we show you the deduction item by item, and you can withdraw your cancellation request before the deduction is finalised. This rule follows the principle in Article 484 of the Turkish Code of Obligations No. 6098 on terminating a works contract before completion and does not limit statutory consumer rights.

Cancellations by Uretyco

If the technical review shows that a part cannot be produced under the quoted conditions, we share the new conditions with you. If you do not accept them, the affected parts are cancelled and the full amount paid is refunded.
Orders that breach the Acceptable Use Policy are cancelled; the amount paid is refunded less documented costs incurred up to that point.

5. Delivery dates, delays and impossibility

The estimated delivery date shown in your order is Uretyco's planning commitment. The statutory 30-day maximum delivery period does not apply to custom-made goods (Law No. 6502, Art. 48(3)), but the date we give you is binding.
If we foresee a delay, we propose a new delivery date and explain why. If you do not accept the new date, the affected parts are cancelled and the full amount you paid for them is refunded without any deduction.
If production becomes impossible for any reason, we inform you within 3 days of becoming aware of it and refund the amount paid within 14 days of that notice at the latest (Distance Contracts Regulation, Art. 16).

6. Checking deliveries and transit damage

Check the outer packaging when you receive a parcel. If there is visible damage such as crushing, tearing or moisture, ask the courier to record it in a damage report or refuse the parcel.
Report the damage with photos, ideally on the same day, through the affected part's ‘Returns and other requests’ menu. For damage discovered after opening the parcel, the periods in section 8 apply.
For shipments arranged by Uretyco, the transport risk stays with Uretyco until the parts are delivered to you. Uretyco handles the claim with the carrier; your repair, replacement or refund does not depend on the outcome of that claim.
The absence of a damage report alone does not lead to rejection of your request, but it may make it harder to establish the cause of the damage.

7. Defective or non-conforming parts

What counts as a defect

Deviation from the approved order scope: geometry, material, quantity, finish, stated or default tolerances and selected documents.
Damage, breakage or cracks caused by production or transport.
Missing, extra or wrong parts (see section 12).

What does not count as a defect

A part produced in line with the approved file and specifications that does not perform as expected because of the design itself. Before production, Uretyco tells you about manufacturability risks it notices (manufacturability warnings and review notes). If you confirmed production despite a warning, consequences of that risk are not a defect (Code of Obligations, Arts. 472(3) and 476). If we failed to point out an obvious risk, Uretyco is responsible.
Requirements not stated in the order: tolerances tighter than the defaults that are not shown on the drawing, or fit with parts that were never provided to Uretyco.
Characteristics that are inherent to the manufacturing method and described in the Knowledge Base (for example layer lines and support marks in 3D printing, tool marks in machining, sink marks within standard limits in injection moulding), unless the order contains a specific surface requirement.
Damage caused after delivery by use, assembly, further processing or unsuitable storage.

Where the drawing does not specify tolerances, the default tolerances in the Sales and Manufacturing Service Agreement apply.

8. Notification periods

	Consumers	Business buyers
Notification	The law sets no notification deadline. We recommend reporting a defect as soon as you notice it.	Inspect the parts within 8 days of delivery and report any defects found within that period. Report hidden defects that could not be found by inspection without delay once they appear.
Limitation period	2 years from delivery; this period does not apply in cases of gross fault or fraud (Law No. 6502, Art. 12).	2 years from delivery (Code of Obligations, Arts. 231 and 478).
Burden of proof	Defects that appear within 6 months of delivery are presumed to have existed at delivery (Law No. 6502, Art. 10).	General rules apply.

The 8-day period for business buyers is a contractual concession that is longer than the two-day notice period for obvious defects under Article 23(1)(c) of the Turkish Commercial Code No. 6102. For all customers, reports made within the first 14 days after delivery speed up the review; this recommendation does not shorten your statutory periods.

9. How to open a request

In your account, find the project under My Projects and open ‘View order details’.
On the affected part's card, choose ‘Cancellation request’ before delivery or ‘Returns and other requests’ after delivery, and select the option that fits: defective or faulty item, product fault (repair or replacement), missing quantity, extra or wrong item, parcel shown as delivered but not received, invoice issue or other.
Describe the problem and state the affected quantity.
Attach photos, measurement results, a marked-up drawing or documents (max. 20 MB per file; PNG, JPEG, WEBP, GIF, PDF, TXT or CSV). Photos are optional but make the review much faster.
If you are a consumer, you can state your preferred statutory remedy (section 11) in the request.

Requests can be opened at any time of day. If you cannot access your account, write to info@urety.co with your order number.

10. Review and resolution process

Request received: your request is recorded and you receive a notification.
Technical review: Uretyco reviews your request and attachments and, where needed, asks the manufacturing partner for a technical opinion. The partner's opinion is only one piece of evidence; it cannot decide on your request or remove your statutory rights.
Decision: if the request is justified, you receive return instructions (shipping method and address). If it is rejected, you receive the reasons in writing.
Return shipment: you send the parts to Uretyco as instructed and enter the carrier and tracking number in the request. Parts are always sent to Uretyco, never to the manufacturing partner.
Inspection: Uretyco receives and inspects the parts and shares the inspection report with you where relevant.
Resolution: repair, remake or replacement, refund, or return of the parts unchanged if no defect was found. Parts may be sent to the manufacturing partner for repair or remake; a request is never closed while parts are still with the partner.
Delivery and closure: the resolved parts are shipped to you or the refund is made, and the request is closed.

You are notified at every stage and can follow the process on the order screen.

11. Remedies and statutory options

Consumers

Under Article 11 of Law No. 6502 you may choose one of the following: withdrawal from the contract (refund of the part price), a price reduction in proportion to the defect, free repair, or replacement with a defect-free equivalent (remake). Repair and replacement are completed within 30 working days at the latest. If fulfilling your chosen remedy would be disproportionately difficult, we tell you why; in that case your rights to withdraw or to a price reduction remain. Your right to claim damages is reserved, and all costs of the chosen remedy are borne by Uretyco.

Business buyers

Uretyco first repairs or remakes the parts free of charge within a reasonable time. If this is not possible or does not succeed within a reasonable time, a price reduction or refund is made for the affected parts. Uretyco's liability towards business buyers is governed by the limits in the Terms of Use; cases of intent and gross negligence are excluded from those limits.

Under no circumstances are vouchers or account credit imposed instead of a refund.

12. Missing, extra or wrong items and parcels not received

Missing items: the missing parts are produced and shipped or, at your choice, refunded.
Wrong items: the correct parts are shipped; wrongly delivered parts are collected at Uretyco's expense.
Extra items: surplus parts are collected at Uretyco's expense. You receive no payment for this and are not charged anything.
Shown as delivered but not received: open a request by selecting this case in the affected part's ‘Returns and other requests’ menu. Uretyco checks the delivery record with the carrier; if the parcel was not delivered to you, the parts are remade and shipped or refunded.

13. Costs

Situation	Who pays?
Justified defect, missing or wrong item and transit damage requests (return shipping, inspection, repair, remake, re-delivery)	Uretyco
Cancellation before a manufacturing partner is assigned	No costs.
Cancellation after production has started	Documented, unrecoverable costs are deducted from the refund.
A new delivery date is not accepted or production becomes impossible	No costs; the full amount paid is refunded.
No defect is found during inspection	The parts are returned unchanged; the shipping cost may be charged to you. You are informed of this before the parts are shipped.

The return instructions specify how the return shipment is made. If you paid for the return shipment yourself in a justified case, the amount is refunded on presentation of proof.

14. Refunds

Refunds are always made to the payment method you used, through the payment institution (iyzico), in a single payment and at no cost to you.
Uretyco initiates the refund without delay and at the latest within 14 days of the cancellation approval, the rejection of a new delivery date or the decision on your request. The time it takes for the amount to appear on your card statement or account depends on your bank.
Partial refunds are made per part and quantity; the amount is calculated in proportion to the affected quantity out of the quantity purchased.
For instalment payments, the refund is reflected according to your bank's instalment refund rules.
Refunds of invoiced sales are documented in line with tax law. Business buyers may be asked to issue a return invoice; for consumers, Uretyco prepares the required documents.

15. Effects on manufacturing partners

Confidentiality: during requests too, the manufacturing partner does not see the customer's identity, contact details or address, and the customer does not see the partner's identity. Only technical findings summarised by Uretyco are shared with the partner.
Payout on hold: while a cancellation, return, repair or replacement request affecting a job is open, the payout for that job is put on hold and released when the request is closed.
Costs by root cause: if quality control or the claim review identifies production or raw material as the root cause, repair or remake is at the partner's expense, or documented costs may be deducted from the payout. If the root cause is the customer's design or file, Uretyco or transport, no cost is passed on to the partner.
Deduction procedure: deductions are made only for documented costs linked to a root cause, notified in writing together with the evidence; the partner may object. There is no unlimited, unilateral set-off.
Customer cancellation: if a customer cancels after production has started, the partner is paid for the completed work documented and accepted in the cancellation review.
Hidden defects: acceptance in Uretyco's quality control does not release the partner from liability for production- or material-related hidden defects reported by the customer within the statutory periods.

Detailed rules for manufacturing partners are set out in the Supplier Framework Agreement.

16. Records

Requests, correspondence, inspection results, photos and payment transactions are stored in the order record. Records relating to distance sales are kept for at least 3 years, and commercial records and invoices for the period required by law (10 years). Personal data is processed in accordance with the Privacy Notice.

17. Complaints and disputes

Please send your request or complaint to us first, through your account or to info@urety.co.
Consumers: for disputes below the monetary limit set each year by the Turkish Ministry of Trade (TRY 186,000 for 2026), you can apply via e-Devlet (TÜBİS) to the Consumer Arbitration Committee at your place of residence or where the transaction took place. Disputes above that limit fall under the Consumer Courts, where mediation is required before filing a lawsuit (Law No. 6502, Art. 73/A). Consumers may sue at the court of their place of residence.
Business buyers: after mandatory mediation where required by law (Commercial Code, Art. 5/A), the courts and enforcement offices of Gebze (Kocaeli) have jurisdiction.
This policy is governed by the laws of the Republic of Türkiye.

18. Legal basis

19. Changes and contact

We may update this policy to reflect changes in law or in our services. Changes are announced on the platform before they take effect. Orders already placed are governed by the version in force on the order date; changes in your favour apply immediately. The Turkish text of this policy prevails; versions in other languages are provided for information.

Questions: info@urety.co · Muallimköy Mah. Deniz Cad. Muallimköy T.G.B. 1. Etap Sitesi, 1.1.C1 Blok No: 143/8 İç Kapı No: Z01, 41400 Gebze / Kocaeli, Türkiye