Refund policy

Return, Exchange and Warranty Policy for XO Kids Store Update Date: April 2026

At XO Kids, we strive to provide the best shopping experience. All transactions on our platform are subject to the Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, with additional features we grant to our customers to ensure their complete satisfaction.

First: Right of Withdrawal: Legal and Available Period:

The buyer has the right to withdraw from the sales contract within 14 calendar days from the date of receiving the product without giving a reason, provided that it is in its original condition.

Activation Mechanism:

To exercise this right, a return request must be created from the "My Orders" (Siparişlerim) list in your personal account, or by sending an explicit notification of the desire to return via email to iletisim@xokids.com.tr.

Returning the Product:

The product must be shipped to us within a maximum of 10 days from the date the return request was created.

Second: Conditions and Acceptance of Return:

Returns are accepted in the following cases:

Incompatibility of the product with the required sizes or dimensions.
Non-conformity of the product to the specifications, images, or technical description.
The presence of damage or a defect in the product (tear, burn, breakage, or manufacturing defects).
Customer dissatisfaction with the product for any reason.
Unsuitability of the product for use.

The following conditions are required for the acceptance of the return:

Submitting the return request within 14 days from the date of receiving the product.
Re-shipping the product to the company address within a maximum of 10 days from the date of sending the return request.
The product must be in its original condition, unused, and with all its accessories, inside its original intact packaging.
Attaching the original invoice that was sent with the order or a copy of it inside the parcel; for companies, it is required to attach a formal return invoice and place it in the order.
Packaging in a tight and secure manner so that the original packaging is not damaged during transport. (Shipping the product in its original packaging only without placing it inside an external protective box is not accepted).
Products discounted due to a defect in them and whose defects were previously indicated are not accepted for return.
The product must be unwashed and in its original intact packaging.
Sending returns to the following address: [Akşemsettin mah, Zülali Çeşmesi Sok, No: 09/02 Fatih / İstanbul].

Third: Logistics System and Shipping Costs Free Shipping:

Return shipping operations are completely free via our authorized shipping company using the return code issued by the system.

Collection from Address:

According to the 2026 amendments, in the event that a branch of the shipping company is not available in your area, the store is committed to arranging the collection of the shipment from your address through other companies for free.

Damage to the Shipment During Transit:

Please inspect the parcel in the presence of the shipping employee upon delivery. In the event of visible damage, do not receive the product and ask the shipping employee to organize a "damage report" (Tutanak). Receiving the product without a report is considered an acknowledgment that the shipping company performed its mission perfectly.

Fourth: Cases of Exception (Products that cannot be returned)

Under Article 15 of the Turkish Implementing Regulation and for health and hygiene reasons, the following products cannot be returned once their packaging or security seals have been opened:

Baby supplies: (Pacifiers, feeding bottles, food utensils, breast pumps, baby diapers).
Sensitive clothing: Underwear (for children or adults), swimwear, and socks.
Care products: Cosmetics, creams, and opened shampoos.
Special orders: Products manufactured or modified according to the buyer's personal request.
Digital media: Books, programs, and discs whose covers have been opened.

Fifth: Financial Refund Policy Time Period:

After the product arrives and is inspected (within 3 working days), we commit to refunding the amount within a maximum of 14 days.

Payment Method:

The refund is made using the same original payment method:

Credit Cards: The amount is returned to the "available limit" in the card in one lump sum. In cases of installments, the refund amount may appear in the account statement by the bank as a positive balance every month according to your bank's policy, and any additional fees for the installment service will be returned according to the number of approved installments.
Wire Transfer/Cash on Delivery: The IBAN number and the account holder's name must be provided in the return form.
Non-refundable fees: "Cash on Delivery service" fees or "gift wrapping" fees are not refunded because they are customized services that have already been performed.
Vouchers: You can choose "return for a voucher" valid for 60 days to be used in a new order.
Account Balance: You can refund the amount to your balance in the buyer's account, and through it, you can purchase again from the online store.

Once we receive and inspect the returned product, we will inform you if the refund process has been approved or not. In case of approval: The amount will be automatically refunded to the original payment method within 14 working days. Please note that it may take some time for the bank or credit card company to process the refund and add it to your account.

If more than 15 working days have passed since the date of our approval of the return process and you have not received the amount, please contact us via: iletisim@xokids.com.tr.

Sixth: Warranty Policy and Defective Goods؟

All products are covered by warranty in the event of a defect in the product. In the event of a manufacturing defect, we bear all shipping, repair, or replacement costs. If the damage resulted from customer misuse (incorrect washing, tearing resulting from excessive use), the shipping costs fall on the customer, and the store has the right to deduct the value of the damage from the refunded amount.

Seventh: Return Options (Online vs. Physical Store) Online Purchases:

These can be returned via the website or by visiting the nearest Xo Kids store to you.

Physical Store Purchases:

These are subject to the direct sales policy (the right of withdrawal does not apply to them due to the lack of inspection), so the option of return or exchange is not available except in cases of clear manufacturing defects.

Eighth: Corporate Customers:

The "right of withdrawal" designated for consumers does not apply to purchases of a commercial or professional nature (invoices issued in the names of companies). A formal return invoice must be attached to the shipment for the process to be accepted.

Exchange:

The fastest way to ensure you get what you want is to return the product you have, and once the return request is accepted, you can make a separate purchase for the new product.

Ninth: Official Contact Information and Dispute Resolution

In the event of a dispute, we are committed to mandatory mediation (Arabuluculuk) or resorting to Consumer Arbitration Committees (Tüketici Hakem Heyeti). You can always contact us for any inquiry related to returns via: iletisim@xokids.com.tr.

Frequently Asked Questions about Returns and Refunds:

The allowed 14-day period has ended, can I still return the product?

According to the "Distance Sales Agreement," the return period for a product purchased via the website or application is 14 days, starting from the day you received the product. Note: For missing, defective, or wrongly sent products, the return period extends to 30 days. You can obtain a return code by contacting customer service.

How can I return the products I purchased?

Follow these steps: "My Account" (Hesabım) > "My Orders" (Siparişlerim) > "Details" (Detaylar) > "Create Return Request" (İade Talebi Oluştur).

Select the product and the reason for return. (If you purchased more than one piece of the same product, specify the number of pieces to be returned).
Choose one of the return options suggested to you.
Choose the shipping company.
Write down the return shipping code that appears on the screen. (You can also access it via the My Orders page or through the email sent to you).
Place the products that have the same return code in one parcel with the invoice and ensure the parcel is tightly sealed. As for products with different return codes, they must be placed in separate parcels even if they are delivered to the same shipping company.
If the invoice is not available: Write the following information on a white piece of paper and place it inside the parcel: (Name and surname, order number, reason for return).
Deliver the parcel to the shipping company branch or the chosen "Pick-up Point" (Gel Al Noktası) within 10 days. If you chose "Return from Address," deliver the parcel to the employee at the scheduled time. If the 10-day period is exceeded, you will need to create a new return code.

Can I return different shipments in one parcel?

No, each shipment has its own return code, and a special parcel must be prepared only for the products belonging to that code. Even if you will use the same return method, products with different codes must be separated into independent parcels.

I lost my invoice, how can I return?

In individual orders, a paper invoice is not required to complete the return. In institutional (corporate) orders, a "return invoice" must be issued and uploaded to the system when requesting the code. Note: You can access your invoice via the "View my invoice" button on the order details page.

Will I pay any fees for the return?

The return is completely free when using any of the return methods available in the system.

Company: XO Kids Tekstil Sanayi İç ve Dış Ticaret Limited Şirketi
Tax Number: 8450619242 | MERSIS Code: 0845061924200001
Address: Akşemsettin mah, Zülali Çeşmesi Sok, No: 09/02 Fatih / İstanbul 34080 Phone: 0212 531 00 00 — 0850 532 47 17
Email: iletisim@xokids.com.tr
Return Link: www.xokids.com.tr/returns

Once the purchase process is completed, the customer is considered to have agreed to all the clauses contained in this policy.