Returns & Refunds

Effective 5 Eylül 2026 · Turkish version: İade Politikası

In short: you may return any order within 14 days of delivery without giving a reason. Return shipping inside Türkiye is free, and we refund within 14 days of receiving the goods. Broken pieces are replaced on photo evidence, no return needed.

1. Right of withdrawal (14 days)

Under the Turkish Consumer Protection Act (Law no. 6502) and the Distance Contracts Regulation, consumers may withdraw from a distance purchase within 14 days of the day the goods are delivered, without giving any reason and without penalty. This matches the 14-day right EU consumers know from the Consumer Rights Directive.

2. How to start a return

Use the order tracking page (order number + e-mail) and click "Request a return", or e-mail satis@ershome.com with your order number.
We reply within one business day with the return label or the pickup arrangement.
Pack the pieces in the original double-wall carton with the foam separators if possible.

3. Return shipping

For deliveries within Türkiye the return shipment is free: we arrange the pickup with our carrier. For international deliveries the return terms (carrier, who bears the cost, customs) are stated in the proforma or quote you accepted; if nothing was agreed, contact us before shipping anything back.

4. Refunds

We refund the full amount, including the original delivery charge, within 14 days of receiving the returned goods, to the payment method you used (bank transfer to the same account, or reversal to the same card).

5. Broken, damaged or defective pieces

Ceramics are fragile in transit despite our packaging. If a piece arrives broken, chipped or with a glaze defect, send photos of the piece and the carton within 48 hours of delivery to satis@ershome.com or on WhatsApp (+905019403266). We send a replacement piece or set at our cost; you do not need to return the damaged item. Statutory warranty rights for defective goods apply for 2 years from delivery.

6. Exchanges

Want a different colour or size instead of a refund? Tell us in the return request; we ship the replacement as soon as the return is on its way, and settle any price difference by transfer or refund.

7. Business (invoiced) purchases and wholesale orders

The consumer right of withdrawal does not apply to purchases made by a business on a company invoice or to wholesale orders. Damaged or defective goods are still replaced under section 5; other returns are agreed case by case in the proforma.

8. Disputes

Consumers resident in Türkiye may apply to the consumer arbitration committees or consumer courts. Consumers elsewhere may also use the dispute resolution bodies available in their country of residence where the law of that country so provides. We aim to settle every issue directly first: write to satis@ershome.com.