Nocturne Is Not Issuing Refund

On 25.08.2026, I purchased four units of the same dress in different sizes and colours from nocturne.com.tr in two separate orders (#7CDAE-18526-912482 and #3FBE2-23726-924270), with a total value of TRY 36,000.00. These were standard catalogue products with barcodes, in regular sizes such as S and XS and standard colours, and I did not request any measurement, alteration or personalisation. The products were shipped on 26.08.2026, which shows that they were not made to order. None of the dresses fit me, so I returned all four unused, with their tags attached and in complete condition, on 31.08.2026 within the legal withdrawal period. The company received the products. At first, it refused my return, claiming that the dresses were “custom-made” and therefore exempt from the right of withdrawal, even though on the order page there is a visible “Return” button and the invoice itself contains return reason codes and a return address. Afterwards, the company abandoned the “custom-made” argument and stated that it would refund TRY 27,000.00, accepting three of the four identical dresses. For the fourth dress priced at TRY 9,000.00, it rejected the return on the grounds that “there is a stain on the dress.” Despite this, the promised TRY 27,000.00 has still not been refunded to my credit card, and the company has neither returned the allegedly stained dress nor sent back any of the products. I did not wear the dress they claim is stained; its tag was attached and I did not cause any stain. The company has not provided any documentation, expert report, photo or other record indicating that the product was clean when shipped, or showing when and how this alleged stain occurred during shipment or in its warehouse. In spite of this, it keeps all four dresses in its possession and withholds the entire amount of TRY 36,000.00, even though I exercised my right of withdrawal completely and on time. As a long-standing customer of the brand’s stores and online shop, this experience has caused me to lose all trust in the company, and I no longer wish to shop with Nocturne. I do not accept this attitude, which disregards distance selling rules and consumer rights. I request the full and immediate refund of TRY 36,000.00 (TRY 27,000 + TRY 9,000) charged to my credit card in two transactions, and I do not want the products back.