Cancellation and Refund Conditions

Below are the steps to cancel your order, use your right of withdrawal, or report a damaged or defective product. The detailed terms are in the Pre-Contractual Information Form and the Distance Sales Agreement, which you accepted during your order and which were sent to your email. In case of any discrepancy, the Turkish version prevails.

Order cancellation

• You may cancel your order before the product is delivered to you; the full amount you paid is refunded within 14 days of your notice reaching us.
• For made-to-order products, we accept your cancellation request if it reaches us before production starts. Once production has started, made-to-order orders cannot be cancelled.

Right of withdrawal (14 days)

1. Notify us: Within 14 days from the day you receive the product, notify us by email to [email protected], to our registered e-mail address ([email protected]), through the Product Returns form, or in writing. You do not need to give a reason. We will confirm by email that your notice has reached us.
2. Confirm the return method: The return is made by the same method by which the product reached you, at our expense. For cargo deliveries we give you a Sürat Kargo return code; for transport or freight deliveries we arrange the pickup; for Pickup From Store orders you may bring the product to our address or send it with a Sürat Kargo return code.
3. Send it back: Send the product within 14 days of your notice, using the agreed method. The original invoice or packaging is not required.
4. Refund: The full amount you paid, including delivery costs, is refunded by your original payment method within 14 days after the product is handed to the return carrier. The time it takes for a card refund to appear in your account depends on your bank.

If you used the product beyond normal inspection (such as filling it with soil, planting, fixing or painting it), any resulting loss in value may be deducted from the refund.

Products without a right of withdrawal

• Products made to order at your request in sizes and colours other than the standard product described in the Specifications tab of the product page
• Perishable goods such as live plants

Your rights regarding defective products remain reserved for these products as well.

Damaged or defective products

• If you notice visible damage to the packaging or product on delivery, please have the carrier record it and send us photos. You can still report it to us even if no record was made; your legal rights are reserved.
• For a defective product you may choose repair, replacement, a price reduction or a refund. Transport costs in these cases are paid by us.

Business purchases

The right of withdrawal does not apply to purchases for use in your business or for resale. For purchases you make as a merchant, you must inspect the product and report visible defects within 2 days of delivery and non-visible defects within 8 days.

Return address

Solmaz Ahşap Ürünleri ve Tesis Yönetimi San. Tic. Ltd. Şti., Mustafa Kemal Mahallesi 3004 Caddesi No: 103/A Ataşehir / İstanbul, Türkiye · Phone: +90 552 592 30 16

Please contact us before sending a return, so we can give you the most suitable method and a return code.