1. General Provisions

This Return and Refund Policy (the "Policy") determines the rules for the return, exchange, and refund of products and services provided by KİTABEVİM AZ MMC ("Seller", "we").

By ordering or purchasing a product, you accept the terms of this Policy.

2. Right of Return

The customer may request the return or exchange of a product in cases provided by law and in accordance with the terms specified in this Policy.

For a return, the product must meet the following conditions:

• Must be unused;
• Must retain its original condition;
• Must be undamaged;
• All accessories and parts must be complete;
• Original packaging must be preserved as much as possible;
• A document confirming the purchase (receipt, e-receipt, or order number) must be provided.

3. Defective or Incorrectly Shipped Products

A product can be returned or exchanged free of charge in the following cases:

• There is a manufacturing defect;
• The product was damaged during transportation;
• A product different from the one ordered was sent;
• The product was delivered incomplete.

In these cases, the costs associated with the return shipping are covered by the Seller.

4. Non-Returnable Products

According to legislation and due to the nature of the products, the following items, unless defective, are not accepted for return or exchange:

• Custom-made products;
• Personalized or altered products;
• Hygiene products (after the packaging is opened);
• Cosmetics and personal care products (after opening);
• Perishable goods;
• Software, electronic licenses, and activation codes once used;
• Gift cards and electronic vouchers;
• Products rendered unfit for resale due to use.

5. Return Period

A return request must be submitted within 14 calendar days from the date the product is delivered to the customer, unless another period is specified by current legislation or on the product page.

For claims related to manufacturing defects, the warranty periods stipulated by law apply.

6. Return Procedure

To make a return, the customer must follow these steps:

1. Contact us to submit a return request;
2. Provide the order number and reason for the return;
3. Provide photos of the product if required;
4. Send the product to the specified address upon approval.

Once the product is received, its condition will be inspected.

7. Refund

Once the return is approved, the refund will be issued to the original payment method used during the order, where possible.

Refunds may include:

• The full value of the product;
• A partial refund (depending on the product's condition);
• Sending an exchanged product;
• Store credit or gift voucher (only with the customer's consent).

8. Refund Processing Time

After the return is approved, refunds are usually processed within 5–10 business days.

The time it takes for funds to be credited to a bank account or card may vary depending on the payment service provider or bank.

9. Shipping Costs

In cases of Seller error or defective products, return shipping costs are covered by the Seller.

If the customer returns the product for personal reasons, the return shipping costs may fall on the customer, unless stated otherwise by law or campaign terms.

10. Order Cancellation

The customer can cancel the order before it is shipped.

If the product has already been shipped or delivered, order cancellation is carried out in accordance with the return rules outlined in this Policy.

11. Warranty

For products under warranty, the warranty terms set by the manufacturer or the Seller apply.

The warranty does not cover the following:

• Violation of usage rules;
• Mechanical damage;
• Liquid or chemical exposure;
• Unauthorized repair or intervention;
• Natural wear and tear.

12. Dispute Resolution

Disputes arising regarding returns and refunds will primarily be attempted to be resolved through mutual agreement.

If an agreement cannot be reached, disputes are resolved in accordance with the current legislation of the Republic of Azerbaijan.

13. Contact

For requests regarding returns and refunds, you can contact us via the following:

• Company: KİTABEVİM AZ MMC
• Address: Absheron district, Khirdalan city, house 21C, lane 1, Bahlulzade street / Nasimi district, 32A Pushkin street
• Email: info@kitabevim.az
• Phone: +994 12 498 79 89
• Working hours: Every day, 09:30–19:30