Karaca Sent Me a Used Neo Inox Coffee Machine

On October 20, 2025, I purchased a Karaca Hatır Neo Inox Turkish Coffee Machine from Karaca Store. When the product arrived on October 25, I opened the box, which came in Karaca-branded packaging, and noticed that it had been opened and resealed multiple times, with visible tape marks and punctures. There were also stains on the inox side panel and inside the coffee pot, suggesting the product had been previously used and returned. I immediately contacted Karaca customer service and explained the situation, but they told me to contact Pazarama since I bought it through their platform. I called Pazarama the same day, reported that the product appeared used, and requested an exchange. They said they would contact Karaca and get back to me. Despite repeated follow-ups, I was told each time that Karaca had not responded. Finally, on November 6, 2025, Pazarama informed me that since they had received no response from Karaca, they couldn’t process an exchange, but I could return the product if I hadn’t used it. However, if I return the product without an exchange, I’ll lose the reward points used for the purchase, causing further inconvenience. I paid ₺2,264 in total for the product, including a two-year extended warranty, using my credit card. I still have the warranty document and invoice. I expected a brand-new, unused product but received one that had clearly been used, and my exchange request remains unanswered. I request an exchange for a new, unused product and expect my issue to be resolved properly to prevent such incidents from happening again.