Delivery & Returns
Shipping & Returns Policy
Last Updated: 13 September 2026
This Shipping & Returns Policy explains the delivery, order cancellation, withdrawal, return, exchange and refund rules applicable to purchases made through the Tobchik website operated by OZDSystems.
This Policy is applied together with applicable Turkish consumer legislation, including Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts.
1. Seller Information
Seller: OZDSystems
Brand: Tobchik
Address: Ş. Turan Selvi Sk. 7/4, Maltepe, Istanbul, Turkey
Email: {{SELLER_EMAIL}}
Telephone: {{SELLER_PHONE}}
Website: https://tobchik.com
2. Order Preparation
Orders are processed after payment has been successfully completed. For personalised products, production begins after all information required for production, such as the name, measurements, colour, design or other personalisation details, has been provided in full.
Preparation times may vary depending on the product and the level of personalisation required. Where applicable, an estimated production or preparation period may be displayed on the product page, during checkout or communicated following the order.
Where an order contains products with different preparation times, the order may, unless otherwise stated, be dispatched together once all items are ready.
3. Personalised Products
Certain Tobchik products may be manufactured specifically according to a customer's request.
Personalised products may include, for example:
- Products bearing a name or pet name,
- Products containing custom wording or text selected by the customer,
- Products manufactured according to measurements supplied by the customer,
- Colour, material or design combinations produced specifically for an individual order rather than as part of standard stock,
- Other products modified or manufactured specifically at the customer's request.
Merely selecting a standard colour, size or model offered on the Website does not by itself make a product personalised where the product has not been manufactured specifically for that customer.
4. Delivery
Orders are delivered to the delivery address provided by the customer during checkout.
The overall delivery period may consist of both the product preparation or production period and the shipping carrier's transportation period.
Where a specific delivery period has been promised during checkout, the order will be dispatched within that period. For standard products where no specific period has been stated, the product will be dispatched within the maximum period of 30 days as required under applicable Turkish consumer legislation.
For products prepared specifically according to the consumer's requests or personal requirements, a longer delivery period may be agreed due to the nature of production. In such cases, the relevant period will be communicated in connection with the order.
5. Shipping and Delivery Information
Customers are responsible for entering accurate and complete delivery addresses and contact information when placing an order.
To the extent the Seller is not at fault, the Seller is not responsible for delays resulting from incorrect or incomplete addresses, telephone numbers or other delivery information supplied by the customer.
Where a parcel is returned to the Seller because the carrier was unable to reach the customer or for another reason attributable to the customer, the terms of re-dispatch will be assessed with the customer separately. Any mandatory consumer rights remain unaffected.
6. Loss or Damage During Shipping
Under applicable consumer legislation, the Seller remains responsible for loss or damage until the product is delivered to the customer or to a third party designated by the customer other than the carrier.
If a parcel shows visible crushing, tearing, opening or other damage at delivery, we recommend checking the condition of the package in the presence of the carrier where possible and taking photographs of the damage.
If there appears to be shipping damage, please contact us as soon as reasonably possible.
The absence of a carrier damage report does not by itself eliminate any statutory rights available to the consumer.
7. Right of Withdrawal and Returns for Standard Products
For standard and non-personalised products that are not subject to an exception under the Regulation on Distance Contracts, consumers may withdraw from the contract within 14 days from receipt of the product without providing a reason or paying a contractual penalty.
The consumer may also exercise the right of withdrawal before the product has been delivered.
To exercise the right of withdrawal, the customer must send the Seller a clear notice of withdrawal within the applicable 14-day period.
Withdrawal notices may be submitted through:
Email: {{SELLER_EMAIL}}
Address: Ş. Turan Selvi Sk. 7/4, Maltepe, Istanbul, Turkey
8. Personalised Products and the Right of Withdrawal
Under the Turkish Regulation on Distance Contracts, the statutory right of withdrawal does not apply to goods prepared in accordance with the consumer's requests or personal needs.
Accordingly, products that have been personalised with a name, custom text, customer-provided measurements or other production carried out specifically for that customer cannot be returned merely because the customer changes their mind or no longer wishes to keep the product.
Where an incorrect name, spelling, measurement or other personalisation detail supplied by the customer has been reproduced accurately on the product, this will not by itself constitute a manufacturing defect.
The exclusion of the right of withdrawal for personalised products does not affect the customer's statutory rights where a product is defective, incorrect, damaged or has been produced incorrectly due to the Seller.
9. Cancellation of Personalised Orders
If production of a personalised product has not yet begun, the customer may contact us as soon as possible to request cancellation or modification of the order.
Where production has not started, we may cancel or modify the order where technically and operationally possible.
Once production or personalisation has begun, the statutory exception to the right of withdrawal may apply.
10. Defective, Damaged or Incorrect Products
The customer's statutory rights under Turkish Consumer Protection Law No. 6502 remain available where a delivered product:
- Is damaged or defective,
- Is different from the product ordered,
- Contains incorrect personalisation due to the Seller,
- Materially fails to match the agreed order specifications,
- Contains a manufacturing defect.
To enable us to assess the issue promptly, we recommend contacting us with the order number, a brief description of the issue and, where possible, photographs or videos showing the product.
Where a manufacturing defect, incorrect product, incorrect personalisation or another non-conformity attributable to the Seller is identified, appropriate remedies such as free correction, reproduction, replacement, price reduction or refund may be provided depending on the circumstances and the consumer's statutory rights.
11. Return Procedure
For standard products where the right of withdrawal applies, the customer must return the product within 14 days from the date on which the withdrawal notice is submitted to the Seller.
Before sending a return, we recommend contacting us to receive the correct return address and, where applicable, information regarding the designated return carrier.
Return Address:
OZDSystems / Tobchik
Ş. Turan Selvi Sk. 7/4
Maltepe, Istanbul, Turkey
Where a particular carrier has been specified for returns in the Preliminary Information Form or in connection with the order, the consumer will not be charged return shipping costs when the product is returned using that carrier where required by applicable law.
Where no return carrier has been specified, the consumer will similarly not be held responsible for return shipping costs to the extent provided by applicable legislation.
12. Condition of Returned Products
Where the statutory right of withdrawal applies, consumers are not responsible for changes or deterioration resulting from use of the product in accordance with its normal operation, technical characteristics and instructions during the withdrawal period.
Where the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning and this results in a reduction in value, the applicable provisions of consumer law will apply.
Where possible, returning the product with its original packaging, accessories and any parts supplied with it may help us process the return more efficiently.
The absence of the original packaging does not by itself invalidate an otherwise valid statutory right of withdrawal.
13. Exchanges
Customers wishing to exchange a standard product for another colour, size, model or option may contact us.
Depending on availability, we may arrange a direct exchange or ask the customer to complete the return of the original order and place a new order.
We do not guarantee exchanges of personalised products solely because the customer changes their mind or supplied incorrect personalisation details.
The customer's statutory rights remain unaffected where an error in a personalised product is attributable to the Seller.
14. Refunds
Where a valid statutory right of withdrawal is exercised, refunds will be processed within the periods and subject to the conditions prescribed by the Turkish Regulation on Distance Contracts.
Where required by law, the product price and any delivery charges that should not be borne by the consumer will be refunded in accordance with applicable legislation.
Refunds will be made using a payment method appropriate to the payment instrument used for the original purchase and without imposing additional costs on the consumer.
After the refund has been processed by the Seller, the time required for the funds to appear in the customer's account may vary depending on the relevant bank or payment service provider.
15. Shipping Costs
Any delivery charge applicable to an order is displayed to the customer before payment is completed.
Where a return results from an incorrect, damaged or defective product attributable to the Seller, the necessary return shipping costs will not be charged to the consumer.
For other returns made under the statutory right of withdrawal, the rules on return shipping costs contained in the current Regulation on Distance Contracts will apply.
16. Product Images and Handmade Variations
We make reasonable efforts to display our products as accurately as possible. However, colours may appear slightly different depending on screen, device and display settings.
Handmade products or products made using materials with natural variations may contain minor differences in colour, texture, placement or craftsmanship that do not affect the essential characteristics or intended use of the product.
This provision does not restrict the consumer's rights where a product is materially non-conforming or defective.
17. Impossibility of Delivery
Where delivery of an order becomes impossible, the customer will be notified in accordance with applicable law and payments collected will be refunded, together with any delivery charges required to be refunded, within the statutory period.
A product merely being out of stock does not in itself constitute impossibility of performance.
18. Statutory Rights
Nothing in this Shipping & Returns Policy limits any mandatory rights available to consumers under Turkish Consumer Protection Law No. 6502, the Regulation on Distance Contracts or other applicable legislation.
Where this Policy conflicts with mandatory consumer protection legislation, the applicable statutory provisions will prevail.
19. Contact
For questions regarding delivery, cancellation, returns, exchanges or an issue with your product, you may contact us through:
OZDSystems
Brand: Tobchik
Ş. Turan Selvi Sk. 7/4
Maltepe, Istanbul, Turkey
Email: {{SELLER_EMAIL}}
Telephone: {{SELLER_PHONE}}