Shipping and Delivery Policy

This English version is provided for information. In case of any discrepancy, the Turkish version prevails.

1. What this document covers

1.1. This Shipping Policy explains how orders placed through odorgo.com.tr are prepared and shipped and how they are delivered to you. The seller is Trigonium İlaç Anonim Şirketi. In this document, “we” means Trigonium İlaç Anonim Şirketi and “you” means the person placing the order.

1.2. The provisions applicable to your order are set out in the Pre-Information Form and the Distance Sales Contract that you approve on the checkout page. This document explains the shipping and delivery provisions of those documents in plain language. Withdrawal, returns and defective product processes are explained in the Return Policy.

1.3. If there is any difference between this document and the Pre-Information Form, the Distance Sales Contract or the Return Policy that is to your disadvantage, the provision more favourable to you applies.

1.4. Nothing in this document limits your rights under Law No. 6502 on Consumer Protection (6502 sayılı Tüketicinin Korunması Hakkında Kanun) and related legislation.

2. Seller and contact details

• Trade name: Trigonium İlaç Anonim Şirketi (ODORGO)
• Address: Esentepe Mah. Büyükdere Cad. Loft Residance No: 201 İç Kapı No: 40 Şişli/İstanbul
• E-mail: [email protected]
• Phone: +90 532 721 77 54

You can send us your questions, requests and complaints about shipping and delivery using these details.

3. Delivery area

3.1. Delivery is made only to addresses within the borders of the Republic of Türkiye. We do not ship abroad.

4. Dispatch of the order and delivery time

4.1. Orders are handed over to the carrier within 1–3 business days. Delivery throughout Türkiye takes at most 7 (seven) business days from the date the order reaches us.

4.2. For orders placed by bank transfer/EFT (Electronic Funds Transfer), the dispatch and delivery periods start from the date the payment is credited to our account. The order will not be prepared for dispatch until the payment has been credited to the account. The time limit for bank transfer/EFT payment and what happens if payment is not made are set out in the Pre-Information Form.

4.3. In any event, delivery cannot exceed 30 (thirty) days from the date the order reaches us.

4.4. In this document, “business day” means any day other than Saturday, Sunday and official public holidays.

5. Shipping fee

5.1. Any shipping fee and the free shipping conditions are shown in the Order Summary on the checkout page before you confirm the order. No additional charge for shipping will be requested beyond the amount shown there.

5.2. Later changes to the shipping fee or the free shipping conditions do not affect orders already placed.

5.3. In the event of withdrawal, the outbound shipping fee you paid is also refunded to you. Details are in Article 6 of the Return Policy.

6. Carrier and shipment tracking

6.1. Your orders are shipped with one of our contracted carriers. If a carrier is shown on the checkout page, your order is shipped with that carrier. The carrier handling your order and the tracking number are also notified to you by e-mail when the order is handed over to the carrier.

6.2. With the tracking number, you can follow the status of your shipment on the relevant carrier’s website.

6.3. If you have not received the tracking information, or if you see a problem with the tracking, let us know at [email protected] or by phone at +90 532 721 77 54.

7. Multiple parcels and partial shipments

7.1. Your order may be shipped in more than one parcel or on different dates due to stock or packaging reasons. In this case, no additional shipping fee is charged to you.

7.2. The tracking number of each parcel is notified to you separately by e-mail.

7.3. The periods in Article 4 apply to all parcels. For split deliveries, the withdrawal period starts on the day you receive the last product (Return Policy, Article 3.2).

8. Delivery address and change of address

8.1. To ensure your order reaches you on time, we ask that you enter your delivery address, name and phone number completely and correctly.

8.2. If you wish to change your address, let us know at [email protected] or by phone at +90 532 721 77 54 before the order is handed over to the carrier. As long as the new address is within Türkiye, we will apply the change and confirm it to you by e-mail.

8.3. We will try to handle address change requests received after the order has been handed over to the carrier through the carrier. If the change cannot be made, we will inform you without delay.

9. If you are not at the address on delivery

9.1. If you or the person you designated are not at the address at the time of delivery, the carrier acts according to its own delivery procedure. It may leave a notice at your address, attempt delivery again or hold the parcel at its branch. The number of attempts and the holding period at the branch vary by carrier.

9.2. In such a case, you can follow the status of the shipment with your tracking number, collect the parcel from the branch or write to us for help.

9.3. If the parcel cannot be delivered and is returned to us, Article 10 applies.

10. Undeliverable parcels and reshipment

10.1. If the parcel is returned to us due to incorrect or incomplete address information or because it was not collected, we will contact you by e-mail and phone.

10.2. Once we receive the correct address information, we will hand the parcel over to the carrier again within 1–3 business days.

10.3. The first reshipment for the same order is free of charge for you in all cases.

10.4. If the same order is returned to us a second time or more, a shipping fee for reshipment may be requested from you only if all of the following conditions are met:

• (a) the return of the parcel results from incorrect or incomplete address information provided by you, or from the parcel not being collected despite a proper delivery attempt and notification by the carrier,
• (b) we have notified you of the amount of the fee before the reshipment,
• (c) you have approved the reshipment.

This fee cannot exceed the actual shipping cost of the reshipment. If the return of the parcel is caused by us or by the carrier, reshipment is always free of charge.

10.5. Instead of reshipment, you may request cancellation of the order. Since the product has not been delivered to you, you may also exercise your right of withdrawal (Return Policy, Article 3.3). In this case, all payments received from you, including the outbound shipping fee, are refunded in accordance with Article 6 of the Return Policy.

10.6. If we cannot reach you, your order is held by us. We will inform you by e-mail and, in line with your request, reship or refund. Our holding the parcel does not prevent you from exercising your right of withdrawal or, where the conditions are met, your right of termination, nor does it prevent the related refund periods from running.

11. Liability until delivery; damaged, incomplete or lost shipments

11.1. We are responsible for loss and damage occurring until the product is delivered to you or to the person you designate. Delays, damage and losses caused by the carrier are also included in this responsibility.

11.2. We recommend that you check the outer appearance of the parcel when receiving it. If the parcel is damaged, having the courier draw up a damage report and taking a photograph of the parcel speeds up the process. These are recommendations only. Not having a report drawn up, not taking a photograph, or having accepted the parcel does not remove or limit your statutory rights regarding defective products.

11.3. If the product arrives damaged, incomplete or different from your order, let us know at [email protected] or by phone at +90 532 721 77 54. Notifying us as soon as possible speeds up the process. This recommendation does not shorten your statutory time limits.

11.4. In this case, you may exercise your elective rights under Article 11 of Law No. 6502. All costs relating to the exercise of these rights, including the return shipping fee, are borne by us. Details are in Article 8 of the Return Policy.

11.5. For shipments that show as “delivered” in tracking but have not reached you, write to us. We will carry out the investigation with the carrier and notify you of the outcome by e-mail. If the investigation shows that the product was not delivered to you or to the person you designated, we will meet your request in accordance with our responsibility under 11.1. The investigation with the carrier does not prevent you from exercising your statutory rights and does not extend the refund periods that must be applied.

11.6. If the order is not delivered in whole or in part, your rights to request performance of the delivery, to withdraw and, where the conditions are met, to terminate are also reserved.

12. Delayed delivery

12.1. If we learn that your order cannot be delivered within the period in Article 4, we will inform you by e-mail without delay.

12.2. If your order is not delivered within the period in Article 4, you may terminate the contract. In the event of termination, all payments received from you, including delivery costs, will be refunded together with statutory interest within 14 (fourteen) days from the date your termination notice reaches us. Details are in Article 6.3 of the Distance Sales Contract.

12.3. If delivery of the product becomes impossible, how we will notify you and how we will refund your payment are set out in Article 6.4 of the Distance Sales Contract.

12.4. In cases of force majeure, we will also inform you without delay. In this case too, your termination and refund rights under the Distance Sales Contract are reserved.

13. Return shipments

13.1. The carrier we have designated for returns is DHL eCommerce. The information required for the return shipment is sent to you by e-mail after your withdrawal notification.

13.2. If you send the product with DHL eCommerce, you will not be charged the return shipping fee. Cases where you send it with another carrier or where there is no DHL eCommerce branch where you are located, as well as returns of defective products, are governed by Articles 5 and 8 of the Return Policy.

13.3. The Return Policy applies to the entire return process.

14. Complaints and dispute resolution

You can first send your requests and complaints to us using the contact details in Article 2. The routes for applying to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) and the Consumer Court (Tüketici Mahkemesi) are set out in Article 10 of the Return Policy.

15. Changes to the policy

We may update this Shipping Policy due to changes in legislation or changes in service conditions. Changes apply to orders placed after the date they are published on this page. For orders placed earlier, the text in force on the order date and the Pre-Information Form and Distance Sales Contract you approved for that order apply. Mandatory statutory provisions and their entry-into-force and transitional rules are reserved.

Last updated: 26.09.2026