RETURN, EXCHANGE AND REFUND POLICY
El Crea Designs Yaratıcı Endüstriler ve Cam Tasarım Ürünler Ltd. Şti.

1. PARTIES AND SCOPE
This Return, Exchange and Refund Policy (“Policy”) applies between El Crea Designs Yaratıcı Endüstriler ve Cam Tasarım Ürünler Ltd. Şti. (“Seller”) and real or legal persons (“Buyer”) who make purchases through www.elcreadesigns.com.
This Policy applies to handmade glass decor products, personalized products, made-to-measure products, custom design products, and any products modified according to the Buyer’s request.

2. LEGAL BASIS
This Policy has been prepared in accordance with the Consumer Protection Law No. 6502 of the Republic of Türkiye, the Distance Contracts Regulation, the Turkish Commercial Code, and other applicable legislation.

3. PRODUCT NATURE
Products offered by El Crea Designs generally include handmade glass decor products, personalized design products, made-to-measure products, and products whose color, size, form, or details are modified upon the customer’s request.
Therefore, these products may be considered custom-made and/or handmade products, different from standard mass-produced items.
Due to the handmade production process and the natural characteristics of materials such as glass, solder, brass, mirror, and similar components, minor variations in size, texture, color tone, or surface appearance may occur.
Such variations shall not be considered defects or faults as long as they do not prevent the use of the product or affect its essential characteristics.

4. RIGHT OF WITHDRAWAL
In distance sales, consumers generally have the right to withdraw from the contract within 14 days from the date of delivery without providing any reason.
However, under the relevant provisions of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for products prepared in line with the consumer’s requests or personal needs.
Accordingly, the right of withdrawal does not apply to personalized products, made-to-measure products, products whose color, size, form, or design has been modified upon the customer’s request, custom order products, and standard products that have been modified according to the customer’s request.
For standard, non-personalized products that are not custom-made, the right of withdrawal shall be evaluated in accordance with applicable legislation.

5. DAMAGED, BROKEN OR INCORRECT PRODUCTS
The Buyer may contact the Seller for support if the product is delivered broken or damaged, if the product is different from the order details, or if there is a clear and objective manufacturing defect.
In such cases, the Seller may offer one of the following solutions depending on the specific situation: free reproduction, exchange, full or partial refund, or shipment of the missing or incorrect part.
To ensure a fast and efficient process, the Buyer is advised to contact the Seller as soon as possible after delivery, preferably within 3 days.
The Buyer should provide photos showing the general condition of the product, close-up photos clearly showing the damage or defect, packaging and outer box photos where possible, and a short video recording if required.
If sufficient visual evidence is not provided, the Seller may not be able to evaluate the request properly.

6. PARTIAL REFUND
If the product is usable but contains minor cosmetic defects or small differences that do not directly prevent its intended use, the Seller may offer a partial refund as a customer satisfaction solution.
The amount of the partial refund shall be determined by the Seller according to the condition of the product and the nature of the defect.
Once a partial refund is accepted, the Buyer may not request an additional exchange or full refund for the same defect.

7. EXCHANGE POLICY
Product exchange requests are evaluated according to the nature of the product and the reason for the request.
For personalized, made-to-measure, or custom design products, exchange requests may not be accepted due to reasons such as change of mind, incorrect measurements provided by the Buyer, no longer wanting the product, or preference changes after placing the order.
For exchange requests accepted by the Seller, the product must be unused, properly packed in accordance with its original packaging, and returned to the Seller without damage.
The original outbound shipping cost for international orders is covered by El Crea Designs unless otherwise clearly stated at the time of order.
However, except for defective, damaged, or incorrect products, return shipping costs for exchanges are the responsibility of the Buyer.
Production or shipment of the new product will begin after the returned product has been received and inspected by the Seller.

8. RETURN SHIPPING COSTS
For international orders, the original outbound shipping cost is covered by El Crea Designs unless otherwise clearly stated at the time of order.
If the Buyer requests a return or exchange for reasons not caused by a defective, damaged, or incorrect product, the return shipping cost is the responsibility of the Buyer.
The Buyer is responsible for packing the product safely and securely for return shipment.
If the product is damaged during return shipment due to insufficient packaging or improper handling, the Seller may reject the return or deduct the relevant damage amount from any approved refund.
The Seller is not responsible for return shipments that are lost, delayed, damaged, or sent without proper tracking.

9. REFUND PROCESS
Refunds approved by the Seller are issued through the original payment method used by the Buyer.
After the refund is initiated by the Seller, the time required for the amount to appear in the Buyer’s account may vary depending on the relevant bank, card issuer, or payment infrastructure provider.
For returns that are not caused by a defective, damaged, or incorrect product, return shipping costs are the responsibility of the Buyer.
Original outbound shipping costs covered by El Crea Designs may not be refundable unless the return is due to a defective, damaged, or incorrect product.
Customs duties, import taxes, carrier customs processing fees, domestic taxes, charges, or similar third-party costs are not determined by El Crea Designs and are not refundable by El Crea Designs.

10. INTERNATIONAL ORDERS, CUSTOMS AND TAXES
For international shipments, the standard outbound shipping fee is covered by El Crea Designs unless otherwise clearly stated at the time of order.
However, customs duties, import taxes, domestic taxes, duties and official charges, customs clearance or declaration fees, import processing fees, customs brokerage or agency fees, customs presentation, collection or processing fees that may be charged by the carrier, and any other additional costs that may arise due to the regulations or delivery process in the Buyer’s country are the responsibility of the Buyer.
These fees are not determined, collected, or controlled by El Crea Designs. Such fees may be requested by the customs authority, tax authorities, or carrier company in the Buyer’s country.
For orders shipped under DDP, meaning Delivered Duty Paid, customs duties and import taxes shall be evaluated within the scope specified at the time of order. Any additional costs outside the DDP scope shall be subject to the relevant order terms.
The Buyer is responsible for checking the customs, import, and tax rules of their own country before placing an international order.

11. SHIPPING AND DAMAGE PROCEDURE
Since glass and handmade products are fragile, the Buyer is advised to inspect the package upon delivery.
If damage is detected, the Buyer should provide photos of the outer box, inner packaging, damaged product, and, where possible, a document or report related to the delivery.
These documents are necessary for the damage claim process with the carrier company and for the customer support process to proceed quickly.
If the Buyer accepts a visibly damaged package without providing visual evidence or delivery documentation, the evaluation of the damage claim may be limited.

12. NON-RETURNABLE PRODUCTS
Unless the product is defective, damaged, or incorrect, the following products may not be eligible for return or exchange.
Personalized products.
Made-to-measure products.
Custom design products.
Products modified according to the Buyer’s request.
Products containing custom text, names, dates, logos, design details, or customer-specific measurements.
Products that have been used, damaged after delivery, altered, or returned without proper packaging.

13. APPLICATION AND CONTACT
For return, exchange, damage, and support requests, the Buyer may contact the Seller through the following channels.
E-mail: [email protected]
Phone: +90 536 201 71 48
Providing the order number, product name, delivery date, and visual evidence related to the request will help the process proceed more efficiently.

14. EFFECTIVE DATE AND ACCEPTANCE
By placing an order through www.elcreadesigns.com, the Buyer is deemed to have read this Policy, to have been informed about the nature of the product and return conditions, to acknowledge that the right of withdrawal may not apply to personalized and made-to-measure products, and to accept responsibility for return shipping costs, customs duties, import taxes, charges, and additional costs that may arise during delivery for international orders.
The Seller reserves the right to amend this Policy, provided that such amendments do not violate applicable legislation.