Delivery and Returns

Version 2.0 · Effective 4 September 2026 · The trial return added · Replaces version 1.1 of 9 August 2026

1. Delivery

1.1 The delivery charge

Domestic orders are handed to the carrier within two business days of the payment being confirmed. That is a promise about handing the goods to the carrier; it does not cover the time the carrier then spends in transit (§1.4).

The amount above is for delivery inside Türkiye and is shown as its own line in the order summary before you come under an obligation to pay. We are not publishing a "free delivery over X" threshold today; if one is set it goes into this section. We are not publishing a shipping tariff for destinations outside Türkiye today. We never charge an amount you did not see in the order summary.

This section governs only sending the order to you. Return shipping on withdrawal is in §2.3, the cost of a faulty item in §3, and a voluntary exchange in §4; they are three separate rules.

1.2 Where it ships from, and who pays customs

Your order does not cross a border to reach you; it ships from a warehouse in your own country. That is why the rest of this can be said plainly rather than hopefully: there is no customs charge and no import duty for you to pay. Where any is due, it is ours. Details vary a little from one country to the next, and the exact terms for yours are shown before you pay.

1.3 Where we ship

As a model, we deliver worldwide. Two countries are excluded: Iran and North Korea — that is sanctions, not preference.

1.4 Delivery time — the number we cannot give today

We are not publishing a delivery time, because we do not know it. A number of days written before the carrier agreement is signed would be a guess, and a date we missed would cost you more than not having one. When the agreement is signed, the handling time and the estimated delivery time go into this section and are also shown for your country at the payment step.

There is no area where that uncertainty leaves you unprotected:

• The statutory ceiling applies in every case. We dispatch within thirty days at the latest of the date your order reaches us.
• If we miss it you may terminate the contract. We then refund all payments received, including any delivery costs, within fourteen days of your termination notice reaching us — with statutory interest where the law requires it.
• If a period was promised in your order summary, that period binds us. Where the promise is shorter than this page, the promise applies.

1.5 Who carries the risk in transit

The risk of loss and damage in transit is ours. It stays with us until the goods are actually handed to you or to a third party you named; it does not pass to us the moment we hand them to a carrier. If a parcel arrives damaged, having the carrier record it before you accept it makes our work easier, but it is not a condition: we act on a damaged-delivery report without it.

1.6 If the product cannot be supplied

If it turns out the ordered product cannot be supplied, we tell you within three days of learning it and refund all payments received, including any delivery costs, within fourteen days at the latest of that notice. We do not send a substitute.

2. Withdrawal and Returns

2.1 Fourteen days, no reason needed

You may withdraw from your order within fourteen days, without giving a reason and without paying any penalty. The period starts the day you or a third party you named take delivery; you may also withdraw before delivery. Where one order is delivered as several separate items, the period starts on the day the last item is received.

2.2 How to tell us

Before the period expires, write to legal@omnisio.app or support@omnisio.app with your order number. You may use the model withdrawal form — it is in the annex to the Distance Sales Contract — but you do not have to; a clear statement of your decision is enough. We confirm receipt without delay, and the reply tells you where to send the goods.

2.3 Return shipping is on us

Send the goods back within fourteen days of the date you sent us your withdrawal notice. That period does not run if we offer to collect the goods ourselves.

2.4 Used devices are accepted back

You may open the box, wear the device, pair it and sync it. You are not liable for changes or deterioration arising from handling the goods in a way consistent with their nature, characteristics and instructions during the withdrawal period. We have no "opened box, no return" rule, and we do not treat the device as a good that is unsuitable for return on health or hygiene grounds. The only thing we can expect is that the goods have not been damaged beyond ordinary trial use.

The one exception is sealed hygiene items: for a line whose return is unsuitable on health or hygiene grounds once its packaging, tape, seal or wrapping is opened, the right of withdrawal for that line ends the moment you break the seal. Where such an item is in your basket you are asked to acknowledge this separately at the order step. The membership and the device are not in that category.

2.5 When your money comes back

• We refund all payments received, including any delivery costs.
• Within fourteen days: from the day your withdrawal notice reaches us if we offered to collect the goods; from the day you hand the goods to the carrier we named if you send them — or from the day the goods reach us if you use a different carrier.
• In one payment, by a means appropriate to the one you paid with, at no cost to you. If you paid by card the refund goes back to the card; how long your bank takes to show it is not in our hands and is not part of the fourteen days above.
• If you paid through the App Store and Apple's refund process does not return your money, we refund you directly. You are not left between two companies.

2.6 Returning a trial membership

If you took a trial membership the device is sent to you and stays with you for the trial. On a trial order both the outbound and the return carriage are at our cost.

• If you do not want to continue, tell us before the trial ends; we name the carrier and we pay for it. Send back the device, the charging part and the strap complete.
• If the device has not reached us by the end of the trial, the membership price is charged to the card on file and your membership starts; you are e-mailed before the charge.
• Wear from ordinary trial use is not damage and nothing is charged to you for it. For harm beyond that, we tell you in writing what is being charged and why, and that amount cannot exceed the membership price.

3. Faulty Goods — a Separate Right, Not a Return

A faulty device is not a matter of withdrawal; it falls under the rules on defective goods and is not limited to fourteen days. Under Law no. 6502 liability for defective goods runs for at least two years from delivery and cannot be shortened by contract. Within that period you may choose to rescind the contract, ask for a price reduction, ask for free repair or ask for replacement with a non-defective equivalent. The choice is yours. Seller, producer and importer are jointly and severally liable.

Where the goods are faulty, no shipping cost is yours. Sending the item to us, its inspection, its free repair or its replacement with a non-defective equivalent, and sending it back to you — the seller bears the entire cost, both directions. We do not ask you for it under any heading and we do not deduct it from a refund. A faulty item is not an "exchange"; the voluntary-exchange rule in §4 does not apply here.

The Device Replacement Programme we run during the membership does not replace that; it is a commercial promise on top of it and it ends when the membership ends. Your statutory rights do not.

Straps and accessories sit outside the replacement programme. Where there is a fault in the material or the workmanship we replace the item; the period and the conditions come from the consumer law of the country you bought in, and we do not shorten it.

4. Exchanges and Cancellation

Inside the withdrawal period — withdrawal, not an exchange. If you want a different size or colour within fourteen days, you use your right of withdrawal and order the right variant again; the return shipping is entirely ours (§2.3). That is always better for you, because the protection the right of withdrawal gives you is wider than any exchange policy. A voluntary exchange may never be placed in front of the right of withdrawal or offered to you in its place.

Voluntary exchange — after the withdrawal period has passed. This is not a statutory right; it is a commercial courtesy we offer of our own accord and it may be withdrawn or made conditional. Where we do offer it, the shipping is split:

• sending the new item to you is ours;
• sending the item being exchanged back to us is yours.

A faulty device is not a voluntary exchange. With faulty goods the entire cost both ways is ours (§3); under the Device Replacement Programme that runs during the membership the shipping both ways is also ours.

Cancelling an order: write to support@omnisio.app before it ships and we cancel it and refund everything charged. Requests that arrive after dispatch are handled as withdrawal (§2).

5. Complaints and Where to Take Them

Send complaints to support@omnisio.app. Coming to us is not a precondition for exercising any right. If a dispute is not resolved, you may apply directly to the Consumer Arbitration Committee or the Consumer Court before going to mediation; the 2026 threshold is TRY 186,000. The detail is in Distance Sales Contract §12.2.

6. Questions With No Answer Today

This list is the page counting its own gaps. Each line goes into the page, and the version number goes up, on the day it has an answer.

This table is here for the same reason the rest of the site works the way it does: we write what we do not know as not known, rather than filling it with a guess.

Last updated: 4 September 2026 · Version: 2.0