1. Scope
This policy applies to all orders placed through the Site and supplements the Distance Sales Agreement and the Pre-Information Form.
For buyers purchasing as consumers, Law No. 6502 on the Protection of Consumers and the Mesafeli Sözleşmeler Yönetmeliği (Regulation on Distance Contracts) apply. For buyers acting for commercial or professional purposes and requesting a corporate invoice, Section 9 applies.
Matters not covered by this policy are governed by the applicable legislation.
2. Order Cancellation
You may send a request to cancel your order to [email protected]. Cancellation requests are assessed according to the stage the order has reached.
- Before production or dispatch: The order is cancelled free of charge. Any amount collected is refunded to the payment instrument you used within fourteen days of approval of the cancellation.
- After production has started for custom products: Orders already in production cannot be cancelled unilaterally. If the request is accepted, the raw material, preparation and labour costs incurred up to that point are deducted from the amount to be refunded; the amount to be deducted is notified to you before the cancellation is approved.
- After dispatch: The order cannot be cancelled. At that stage Section 3 on the right of withdrawal and Section 8 on defective products apply.
If supply becomes impossible for stock or procurement reasons, you are notified within three business days and any amount collected is refunded within fourteen days.
3. Right of Withdrawal
For stock products purchased as a consumer, you may withdraw from the agreement within fourteen days from the date on which the product is delivered to you or to the person shown at your address, without giving any reason and without paying any penalty.
Please send your notice of withdrawal before the period expires, by email to [email protected] or in writing to Yenibosna Merkez Mah. Yalçın Koreş Cad. Kor Sok. No:9, Bahçelievler / İstanbul / Türkiye. It is sufficient to state your name, your order date and your intention to withdraw; no separate form need be completed.
Example notice: “I exercise my right of withdrawal in respect of my order for [PRODUCT] dated [ORDER DATE]. Name: [BUYER NAME / COMPANY]”.
Since the burden of proving that the right of withdrawal was exercised within the period lies with the buyer, you are advised to send your notice through a channel that can be documented.
For orders delivered in several parts, the fourteen-day period begins on the day you receive the last part.
4. Products Without a Right of Withdrawal
Under the Regulation on Distance Contracts, there is no right of withdrawal for products prepared in line with the buyer's requests or personal needs. The following products fall within that scope:
- custom-manufactured profiles and composite structures produced to the technical specification, drawing or dimensions you supply,
- plates and frame parts cut, drilled or machined to your design,
- all products manufactured, dimensioned or surface-treated specifically for you upon quotation.
For standard plates sold from stock, products that have been cut, drilled, bonded or painted after delivery lose their resaleable quality and cannot be accepted for return.
The other exceptions listed in the Regulation (perishable goods, hygienic products whose protective elements have been opened, periodicals, services performed instantaneously in electronic form, vehicles subject to compulsory registration and the like), together with products installed by us, are also outside the scope of the right of withdrawal.
5. Return Conditions
The following conditions apply to products returned under the right of withdrawal:
- The product must not have been cut, drilled or machined and its surface must not have been permanently altered.
- The product must be sent together with its invoice and any standard accessories.
- Use of the original packaging is required. If the original packaging is unavailable, the product must be packed so that it is not damaged in transit.
- The resaleable quality of the product must have been preserved.
Examining the product during the withdrawal period in accordance with its ordinary operation, technical characteristics and instructions for use does not affect your right of return. Where use beyond that scope causes the product to lose value, our right to claim compensation is reserved.
6. Return Process and Shipping
Once your notice of withdrawal reaches us, we notify you of the carrier with which the return is to be sent and of the consignment code.
Return shipping costs are borne by the seller; no charge is made to you when the return is sent with the notified carrier.
If the notified carrier has no branch at your location, we arrange for the product to be returned without additional cost to you; in that case please contact us at [email protected] for an alternative dispatch method.
Please send the product to be returned within fourteen days from the date on which you sent the notice of withdrawal.
Once the product reaches us, the packaging and contents are inspected and the result of that inspection is notified to you.
7. Refunds
All payments collected, including delivery costs, are refunded within fourteen days from the date on which your notice of withdrawal reaches us.
The refund is made in a single instalment in a manner consistent with the payment instrument used at the time of purchase; no cost is charged to you on account of the return.
For payments made by credit card, the refund is credited to the card after we have notified the relevant bank. The time taken for the amount to appear on your card statement depends on the bank and is outside our control.
For payments made by bank transfer, the refund is made to the account from which payment was made. The buyer is responsible for the accuracy of the account details.
Buyers who are required to issue invoices must issue a return invoice for cancellation and return transactions.
8. Defective, Damaged or Incomplete Products
If the packaging of the consignment you receive is damaged, please have the carrier's representative draw up a damage report before accepting the product. Claims for transport damage may not be assessable for consignments accepted without such a report.
Where you identify a defective, damaged or incomplete product, you are advised to notify us at [email protected] with photographs within three business days of delivery so that the process can be handled swiftly. That period does not limit your statutory rights.
If the defect is confirmed, you may choose between free repair, replacement with a non-defective equivalent, a price reduction or rescission of the agreement.
For defective products, all shipping, return and replacement costs are borne by us.
Differences in dimension, surface or colour that arise from the nature of composite materials and remain within the tolerance range stated in the technical specification are not deemed defects.
9. Corporate Buyers
Buyers acting for commercial or professional purposes and requesting a corporate invoice are not consumers within the meaning of Law No. 6502 and the Regulation on Distance Contracts, and the right of withdrawal therefore does not apply to them.
Under Article 23 of the Turkish Commercial Code No. 6102, corporate buyers must inspect the products received without delay. Apparent defects must be notified in writing within two business days of delivery and latent defects that cannot be revealed by inspection within eight days of their discovery.
Failing notice within those periods, the product is deemed accepted.
In commercial sales, return and exchange requests are subject to our written approval.
10. Applications and Contact
You may submit cancellation, withdrawal and return requests, as well as complaints concerning products, by email to [email protected], by telephone on +90 (212) 639 47 49, or in writing to Yenibosna Merkez Mah. Yalçın Koreş Cad. Kor Sok. No:9, Bahçelievler / İstanbul / Türkiye.
Your applications are answered within five business days at the latest.
Buyers acting as consumers may apply to the Consumer Arbitration Committee for disputes up to the monetary limit of TRY 186,000 applicable for 2026, and to the Consumer Courts for disputes above that limit, subject to the procedural precondition of recourse to a mediator.