Cancellation & Return Conditions

Full text of delivery, return process and applicable conditions.

Cancellation & Return Policy

Last Updated: March 01, 2025

1. Delivery Conditions

1.1. Delivery Timeframe

  • Your order is targeted to be prepared and delivered within 15–20 business days after payment confirmation.
  • Timeframes may vary for custom-made, large-volume or bespoke products. Customers are notified by email in such cases.
  • You will receive an information email when your order enters the shipping/transport phase.

1.2. Delivery Area

  • Deliveries are made within Turkey only.
  • Shipping costs are covered by us unless otherwise stated.

1.3. Damaged / Incomplete Delivery

  • If you notice damage or a shortage during delivery, we recommend that you have the cargo representative document this before accepting the product.
  • Please notify our customer support line within 3 business days of the delivery date regarding any damaged or incomplete deliveries.

2. Return Conditions

2.1. Right of Withdrawal (14 Days)

In accordance with Turkish consumer legislation, you may exercise your right of withdrawal within 14 (fourteen) days of receiving the product without stating any reason.

2.2. Cases Where Returns Are Not Accepted

Returns are not accepted in the following cases:

  • Custom-made products prepared according to the consumer's special request or personal needs (custom dimensions, colour, fabric selection, etc.)
  • Products whose packaging has been opened, used or assembled
  • Cases where documents delivered with the product (invoice, warranty certificate, etc.) are missing

2.3. Return Process

  1. Notification: Send an email notification to iade@ekenmobilya.com (within 14 days).
  2. Product shipment: Send the product in its original intact packaging within 10 days of notification.
  3. Inspection: Once the product is received, a condition check is performed.
  4. Refund: If the result is positive, a refund will be issued to your payment method within 14 business days.

2.4. Exchange Request

In the event of product damage or a manufacturing defect, an exchange with an equivalent product may also be offered instead of a return. You can submit your exchange requests to our customer support line.

3. Contact

You can contact us for assistance during the delivery or return process:

  • Email: iade@ekenmobilya.com
  • Customer Services: info@ekenmobilya.com