SHIPPING, RETURNS AND EXCHANGES POLICY

1. Purpose and Scope

At Mysa Moon, we are committed to ensuring that every product offers the same high-quality experience to its first owner. Accordingly, our shipping, return and exchange procedures have been established to preserve product integrity, maintain our quality standards and provide all customers with a consistent shopping experience.

This Policy applies to purchases made through www.mysamoon.com and forms an integral part of the Distance Sales Agreement and the Preliminary Information Form.

2. Made to Order Products

Some products within the Mysa Moon collection are prepared on a Made to Order basis as part of our production planning and sustainable manufacturing approach.

Products marked “Made to Order” on the relevant product page enter the preparation process once the order has been confirmed. This provision does not apply to products that do not carry this notice.

Made to Order products are produced in standard size options and do not constitute personalised or bespoke products.

The estimated delivery period for Made to Order products is 7–15 business days from the date the order is confirmed. Where production scheduling permits, orders may be delivered earlier than the estimated delivery period.

The applicable delivery period and conditions for Made to Order products are displayed on the relevant product page and presented to the Buyer before the order is completed.

3. Delivery

Products will be delivered to the delivery address provided by the Buyer during the ordering process.

Delivery periods are applied in accordance with the information displayed on the relevant product page.

Should delivery be delayed due to force majeure events, natural disasters, governmental decisions, transportation disruptions, logistics issues or other circumstances beyond the Seller’s reasonable control, the Buyer will be informed as soon as reasonably practicable.

4. Right of Withdrawal

Where the Buyer is entitled to a right of withdrawal under the applicable legislation, the Buyer may exercise such right within 14 (fourteen) days from the date of delivery.

Detailed provisions regarding the exercise of the right of withdrawal and its exceptions are set out separately in the Distance Sales Agreement and the Preliminary Information Form.

5. Security and Product Protection Tag

Mysa Moon products are delivered with a Security and Product Protection Tag to preserve product integrity and enable the assessment of the product’s resale condition.

The tag is designed so that the product may be reasonably tried on without being removed.

The Security and Product Protection Tag is an important element in determining whether a product has remained unused. Accordingly, where the tag has been removed, cut, detached, altered or otherwise tampered with, or where any action affecting the product’s resaleability has been carried out, any request for a return or exchange will be evaluated by considering both the condition of the product and the applicable legislation.

The Buyer’s statutory rights relating to defective or incorrectly delivered products remain fully reserved.

6. Return Conditions

Products requested to be returned must:

• be unused;

• be unwashed;

• not have been altered;

• be free from stains, make-up marks, perfume, deodorant or any other signs of use;

• have the Security and Product Protection Tag intact; and

• remain in a condition suitable for resale.

Where applicable, products should be returned together with all original accessories, the original packaging and the invoice, securely packaged to prevent damage during transit.

Where signs of use or any loss of value affecting the product’s resaleability are identified, the return request shall be assessed in accordance with the applicable legislation.

7. Exchange Conditions

Exchange requests are evaluated subject to product availability and the availability of the requested size.

Exchange requests relating to Made to Order products shall additionally be assessed considering the nature of the product and the current stock availability.

8. Defective or Incorrect Products

Where a product is delivered defective, damaged or different from the product ordered, the Buyer’s statutory rights under the Turkish Consumer Protection Law No. 6502 shall remain reserved.

In such cases, the Buyer is encouraged to contact Mysa Moon Customer Services within a reasonable period after receiving the product.

9. Damage During Shipment

Where the outer packaging appears visibly damaged upon delivery, the Buyer is advised to inspect the package in the presence of the courier before accepting delivery and, where necessary, request that a damage report be prepared.

10. Contact

For any questions regarding shipping, returns or exchanges, please contact us using the details below.

E-mail: customercare@mysamoon.com

Telephone: +90 535 474 81 40

Address: Halaskargazi Mah. Valikonağı Cad. No:65 Floor:2 Unit:3 Nuri Bey Business Center, Nişantaşı, Şişli, Istanbul, Türkiye

11. International Deliveries

Orders may be placed through the Mysa Moon website from countries to which delivery is available.

Delivery times, shipping conditions and shipping costs for international deliveries may vary depending on the destination country.

Unless expressly stated otherwise, any customs duties, import duties, taxes or similar charges imposed under the laws of the destination country shall be borne by the Buyer.

For international orders, the provisions of this Policy shall apply to returns and exchanges, without prejudice to any mandatory consumer protection legislation that may be applicable.