NETMİLLİ - COMPREHENSIVE FREQUENTLY ASKED QUESTIONS (FAQ) GUIDE

At NetMilli, we blend global standards (Amazon, Shopify, etc.) with local legal regulations (Law No. 6502 on Consumer Protection, KVKK) in our e-commerce operations to provide our guests with a seamless, transparent, and secure information pool. You can find detailed answers to all your questions, from our products and payment infrastructure to shipping processes and your legal rights, below.

SECTION 1: PRODUCTS, BRANDS, AND AUTHENTICITY

1. Are all products sold on NetMilli 100% original?

Yes. All world-renowned brands featured in the NetMilli catalog, such as Merkur, Timor, Omega, Feather, Oster, Arcos, Solingen, Böker, and others, are sourced as 100% original from authorized distributors or directly from global manufacturer suppliers. The trade of counterfeit or imitation products is strictly prohibited.

2. How do you verify the authenticity of brands like Arcos and Solingen?

All our cutting tools, razors, and personal care equipment are manufactured in accordance with international food safety and metallurgy standards (ISO 9001, NSF, etc.). The laser-engraved serial numbers on the products, original box packaging, and manufacturer certificates are the primary proofs of authenticity.

3. Will there be a color tone or packaging difference between the product images and the product I receive?

Product images are taken in studio environments using the actual original products. However, due to the color calibration and resolutions of digital screens, minimal tone differences may occur. Additionally, there may be minor changes in box designs due to manufacturers' rebranding efforts; however, the technical specifications of the product remain exactly the same.

4. When will a special blade or razor that is out of stock be back in stock?

Our stocks are updated regularly based on our international logistics and domestic supply chain processes. The procurement times for limited-edition handmade or imported products may vary. For current stock status, you can contact us at info@netmilli.com.

5. What is the origin (place of manufacture) of the products you sell?

Our product range has been curated with a global perspective. German steel Solingen and Böker products are imported from Germany, Arcos chef knives from Spain, Omega brushes from Italy, Feather and Seki products from Japan, and Oster machines are imported directly, manufactured to US standards.

6. Are the displayed products sent as brand new and in sealed boxes?

Yes. All products arriving at our warehouse are inspected by our hygiene and quality control unit; they are stored and shipped in their original, unopened, brand-new packaging to be invoiced in your name. Display items or second-hand products are strictly not sold.

SECTION 2: ORDER, PAYMENT, AND INVOICING

7. Which payment methods and cards can I use?

You can safely make single or installment payments for your purchases using all domestic/foreign credit cards or debit cards bearing the Visa, Mastercard, and Troy logos, with the assurance of the BRSA-licensed secure payment infrastructure, PayTR.

8. Is 3D Secure verification mandatory when paying by credit card?

Yes. To prevent credit card fraud and maximize your security on the NetMilli platform, the 3D Secure (SMS-verified) authentication system is mandatorily applied to all payments.

9. Is my credit card information stored on NetMilli servers?

Absolutely not. Your credit card information is never stored in NetMilli databases or servers. The payment step is carried out directly through secure tunnels via PayTR and the bank's infrastructure.

10. Can I cancel or change my order after placing it?

You can submit your cancellation or change request by contacting our support line (WhatsApp or E-mail) before your order is physically handed over to the shipping department. For orders already shipped, return procedures after delivery apply, not cancellation.

11. How and when is my invoice delivered to me?

Within our sole proprietorship, your official invoice is automatically sent to your e-mail address registered in the system in digital PDF format via our e-invoice/e-archive integrator (BirFatura) as soon as your order is approved. Upon your request, it can also be provided physically inside your shipping package.

12. Can I request a corporate (company name) invoice?

Yes. If you select the "Corporate" option in the "Billing Information" field during the ordering process and enter your Company Title, Tax Office, and Tax Identification Number (VKN), your invoice will be issued as a corporate invoice.

13. What should I do if I receive a system error during order payment?

If you receive an error on the payment approval screen, please first contact your bank to check if your card is open for online shopping and 3D Secure approval. If the problem persists, you can reach us at our support line at 0541 209 08 32.

14. Do you have an option to pay by wire transfer (Havale) or EFT?

Our primary payment infrastructure is the integrated PayTR credit/debit card system. However, for your special B2B corporate purchases and bulk supply requests, you can get information about wire transfer/EFT options via info@netmilli.com.

SECTION 3: SHIPPING, LOGISTICS, AND DELIVERY PROCESSES

15. When is my order shipped after it is approved?

Orders with approved payments are normally prepared and handed over to the shipping company within 1–3 business days. In case of delays due to busy campaign periods or extraordinary circumstances, you will be informed via the contact information you provided with your order.

16. Is shipping carried out on Sundays and public holidays?

Shipping is not carried out on Sundays and public holidays. These days are not included in the order preparation time; order preparation continues on the following business day.

17. How many days does it take on average for a shipped order to be delivered to my address?

Orders handed over to the shipping company are expected to arrive within 1–3 business days, depending on the delivery address and the shipping company's distribution plan. This period is separate from the 1–3 business day order preparation time and is not a guarantee of an exact delivery date. Delivery times may vary in mobile distribution regions and remote settlements.

18. How much is the shipping fee?

Standard shipping is free on all orders within Turkey, regardless of the minimum purchase amount. We currently only ship to addresses within Turkey.

19. Which shipping companies do you work with?

NetMilli cooperates with Turkey's leading and reliable corporate shipping companies to ensure that your shipments reach your door safely, insured, and quickly.

20. Can I change my delivery address after the order?

If you notify us of your address change request via our WhatsApp line before the order is shipped, the necessary update can be made. For packages already handed over to shipping, address changes can only be made depending on the shipping company's operational rules.

21. What should I do if my package arrives damaged, dented, or wet while receiving it?

If you notice any deformation such as crushing, tearing, opening, or liquid contact on the box while the courier is delivering the package, do not accept the package under any circumstances. Immediately have the courier prepare a "Damage Assessment Report" and report the situation to our address at info@netmilli.com.

SECTION 4: RETURN, EXCHANGE, AND RIGHT OF WITHDRAWAL

22. Under what conditions can I use my 14-day legal right of withdrawal?

Our customers who are consumers have the right of withdrawal within 14 (fourteen) days from the date of delivery without giving any reason. However, the product to be returned must be in its original packaging, unopened, unused, and must not have lost its resalable quality.

23. Why are returns or exchanges not accepted for personal care products?

Razors, replacement cartridges, razor blades, straight razors, and personal care products that come into direct contact with the skin are in the hygiene category. In accordance with Article 15 of the Regulation on Distance Contracts and Ministry of Health protocols; returns of products with opened packaging, torn seals, or tested products are strictly not accepted due to public health laws.

24. What are the return conditions for professional cutting tools (chef knives)?

If Arcos and similar professional kitchen knives come into contact with food, are sharpened, washed, or if there are scratches on the knife surface, the product will lose its commercial quality as it enters second-hand status and will be outside the scope of the right of withdrawal.

25. What is the first step I should take to use my right of withdrawal?

You must notify your intent to withdraw in writing by sending an e-mail to info@netmilli.com within 14 days from the product delivery date. Returns sent without prior approval will not be accepted by our warehouse.

26. Who pays for the return shipping cost?

Within the scope of the legal right of withdrawal, the return shipping cost is covered by NetMilli for returns sent via the contracted shipping company specified by NetMilli. If sent with a different shipping company, the shipping cost belongs to the buyer. In case of defective or incorrectly sent products due to production, the shipping cost is covered by NetMilli. You can contact us via info@netmilli.com or our WhatsApp support line to get the contracted shipping information before sending the return. The consumer's legal rights are reserved.

27. How does the process work if the product is defective or sent incorrectly?

In case of a manufacturing defect or identification of an incorrect product in the package you received, you should contact us via our WhatsApp support line or e-mail within the same day without using the product. After examination, an exchange with a new one or a refund will be provided immediately.

28. When will my refund be deposited into my bank account/credit card?

Once the returned product reaches our warehouse and passes the hygiene/damage approval by the Quality Control Unit, a refund instruction is given to the card used for payment within the legal 14 days. Depending on the banks' operating processes, the amount may take 2 to 10 business days to reflect on your card.

29. Are returns sent without notice or with a non-contracted shipping company accepted?

No. Shipments sent without notice as buyer-paid, other than the contracted shipping code or company previously notified by NetMilli, will not be received by our warehouse and will be returned.

SECTION 5: WARRANTY, MALFUNCTION, AND TECHNICAL SERVICE

30. What is the legal warranty period for the products I purchased?

All original products sold through NetMilli are covered by the 2 (two) year legal manufacturer/distributor warranty stipulated by law from the date of the invoice.

31. What situations are covered by the warranty (manufacturing defects)?

Metallurgical casting defects, steel alloy weaknesses, factory assembly errors, and internal mechanical/motor failures that occur under normal usage conditions are fully covered by the warranty.

32. In which cases are products out of warranty?

Damages resulting from user error, such as dropping the product, impact, incorrect sharpening, cleaning with non-recommended chemicals, exposure to liquid, or tampering by non-professional persons, are out of warranty.

33. What steps should I follow for warranty or malfunction applications?

You should send photos or videos of the defective product via e-mail to info@netmilli.com along with your order number. You can send the product to our center with the shipping information provided after the preliminary examination.

34. What are the maintenance requirements for electrical devices (Oster cutting machines)?

For Oster and similar professional machines to have a long service life, they must be regularly cleaned with original Oster Blade Wash, lubricated with Oster Oil, and cooled with Kool Lupe spray. Motor jams resulting from lack of maintenance are evaluated as out of warranty.

SECTION 6: CORPORATE (B2B) PURCHASES AND WHOLESALE TRANSACTIONS

35. Can I make corporate purchases for hair salons, barbershops, or restaurants?

Yes. We have bulk or professional B2B supply services for hair salons, barbers, hotels, and gastronomy businesses. You can contact us for product variety specific to your business.

36. Can I get a special price quote or discount for corporate purchases?

For your bulk order and commercial supply requests, you can request a quote by stating your company information directly via our info@netmilli.com address and get information about special commercial terms.

37. Is it mandatory to issue a "Return Invoice" for corporate invoiced returns?

Yes. For returns of purchases where the invoice is issued in the name of a legal entity (company/institution), it is a legal requirement according to the relevant legislation for the purchasing institution to issue a "Return Invoice" over the product unit price on behalf of NetMilli.

SECTION 7: CYBER SECURITY, PRIVACY, AND KVKK

38. Are my personal data under protection within the scope of KVKK No. 6698?

Yes. All your personal data, such as name, surname, address, telephone, and order history, are protected with the highest encryption layers in accordance with the Personal Data Protection Law (KVKK) No. 6698 and GDPR standards and are not shared with third parties without permission.

39. How can I verify your official communication channels against phishing?

NetMilli employees never request your password, credit card number, or 3D Secure SMS code. Our official e-mails are only sent from servers with the @netmilli.com extension. In case of suspicious situations, you can verify via our Registered E-mail (KEP) address (resul.ertugrul@hs09.kep.tr).

40. Through which channels and during what hours can I reach the NetMilli customer support unit?

For all kinds of questions, suggestions, technical support, and order requests;

• Headquarters Address: Fatih Mah. Prof. Dr. Aziz Sancar Cad. No: 82 İç Kapı No: 27, Küçükçekmece / İstanbul
• E-mail: info@netmilli.com
• KEP Address: resul.ertugrul@hs09.kep.tr
• Phone / WhatsApp Support: 0541 209 08 32
• Working Hours: Weekdays 09:00 - 18:00 | Saturday 09:00 - 13:00 (Closed on Sundays)

NetMilli Corporate Operations Center | All Rights Reserved.