Return & Exchange Policy

How to Create a Refund Request?

Our customers can easily create return or exchange requests using two different methods :

1. Creating a Return Request Through the Website

  • After logging into your account, go to the "My Orders" section.

  • Please select the order you wish to return or exchange.

  • Please submit your request by following the "Create Return Request" step.

  • Once your request has been reviewed, you will be notified via email and provided with shipping instructions.

2. Contact Us to Request a Return

Customers who are unable to create a return or exchange request through the website can also contact us through the following communication channels:

Providing the following information during your return or exchange request will help expedite the process:

  • Order number

  • Product(s) for which a return or exchange is requested

  • Reason for request

Once your request is approved:

  • For returns, refunds will be processed within 7-14 business days after we receive the returned product.

  • For exchange transactions, a new product will be sent to you depending on stock availability.

At Espina Premium, we aim to deliver your orders to you as quickly and safely as possible. The shipping policy below contains all the details regarding our order and delivery processes.

1. Shipping Time

  • Your orders will be prepared and shipped within 1-3 business days after payment confirmation.

  • During campaigns, discount periods, and peak seasons, this timeframe may be extended. Customers will be informed in such cases.

2. Delivery Time

  • Delivery time by the shipping company may vary between 1-5 business days depending on your location.

  • Delivery times depend on the operational processes of the shipping company.

3. Shipping Fee

  • Espina Premium covers the shipping costs for all orders.

  • During return and exchange processes, no shipping fees are charged to our customers.

4. Shipping Company

  • Our orders are shipped via our contracted courier companies.

  • The shipping company may vary depending on operational conditions.

5. Order Tracking

  • Once your order has been shipped, you will receive an email containing the shipping tracking number .

  • You can track the status of your shipment through the relevant shipping company's website.

6. Things to Note at the Time of Delivery

  • When receiving your package, please check it for any crushing, tearing, or damage .

  • In case of damaged packages, a damage report must be prepared by the delivery person.

  • We accept no responsibility for damaged shipments for which no damage report is filed.

7. Incomplete or Incorrect Product Delivery

  • If your order is missing or contains incorrect items, you must contact us within 3 business days at the latest .

  • Following the inspection, a free product exchange or reshipment will be provided.

8. Undeliverable Shipments

  • In cases where orders cannot be delivered because the recipient is not at the address and are returned to our company, we will contact the customer to schedule a reshipment.

  • Additional time may be required for the reshipment process.

9. Communication

For any questions regarding shipping and delivery processes, please contact us.

Email: online@espinapremium.com
Phone: +90 549 621 54 21
Opening Hours: Weekdays 09:00 – 18:00

10. How to Create a Refund Request?

To enable our customers to create return or exchange requests quickly and smoothly, the following steps should be followed:

  1. Get in touch
    You must submit your return or exchange request to us within 30 days of the order delivery date.
    You can submit your request through one of the following communication channels:

  2. Share the necessary information.
    Providing the following information during your request will help expedite the process:

    • Order number

    • Product(s) for which a return or exchange is requested

    • Reason for return or exchange

  3. Confirmation and Shipping Information
    Once your request has been reviewed, you will receive return/exchange approval and shipping information.

  4. Send the product
    After approval, send the product to the specified return address, along with its original packaging and all accessories.

  5. Control and Finalization
    After the product reaches us, the necessary checks will be carried out:

    • For return requests, refunds are processed within 7-14 business days after eligibility approval.

    • For exchange requests, a new product will be sent to you depending on stock availability.

Espina Premium reserves the right to change this shipping policy as it deems necessary.