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Legal

Cancellation, Return & Withdrawal

IMPORTANT NOTICE: This Cancellation, Return and Withdrawal Policy has been prepared in accordance with Law No. 6502 on the Protection of Consumers, the Regulation on Distance Contracts and the applicable legislation in force. This text is an integral part of the Distance Sales Agreement.

1. GENERAL PRINCIPLES

MAVRENNE products are premium products made from natural wood, produced in line with the information provided by the customer at the time of ordering, and to which personalised engraving can optionally be applied.

For this reason, the processes relating to cancellation, return and withdrawal differ according to the nature of the product.

2. CANCELLATION OF THE ORDER

The order may be cancelled by the BUYER before it enters the production process.

For orders whose production has not started, the payment amount is refunded to the BUYER within the legal periods.

However, the order is deemed to have entered production in the following cases:

  • The engraving details being transferred to production
  • The laser engraving of the product having begun
  • The start of woodworking or final surface finishing

The product being definitively included in the production schedule.

After this stage the order cannot be cancelled.

3. RIGHT OF WITHDRAWAL

Under Law No. 6502 on the Protection of Consumers, consumers have, as a rule, the right to withdraw within fourteen (14) days from the date they receive the product, without giving any reason and without paying any penalty.

However, this right may be exercised subject to the exceptions specified in the law.

4. EXCEPTION TO THE RIGHT OF WITHDRAWAL

Products produced by MAVRENNE with;

  • name engraving
  • phone number engraving
  • personal text
  • custom design
  • and other personalised products prepared according to customer instructions

are not subject to the right of withdrawal, since they qualify as products prepared in line with the consumer's personal needs under subparagraph (ç) of the first paragraph of Article 15 of the Regulation on Distance Contracts.

In this scope;

  • engraved
  • personalised
  • custom-prepared for the customer

the right of withdrawal cannot be exercised after delivery for such products.

5. PERSONALISED PRODUCTS

MAVRENNE tags are produced specially on the basis of the information provided by the customer at the time of ordering.

The following entered into the system by the BUYER;

  • name
  • phone number
  • engraving text
  • special characters
  • spelling preferences

are transferred to production exactly as entered.

After the order is completed, the SELLER is not responsible for spelling errors or incorrect data entries arising from the information used as the basis for production.

Therefore, it is the BUYER's responsibility to carefully check the information before placing the order.

6. ABOUT NATURAL WOOD PRODUCTS

Because MAVRENNE products are made from natural wood;

  • grain structure
  • colour tone
  • fibre direction
  • natural pattern
  • laser engraving intensity

may vary from product to product.

These differences are not considered manufacturing defects.

Differences arising from the character of the natural material do not constitute grounds for return or exchange.

7. DEFECTIVE OR FAULTY PRODUCT

If the delivered product;

  • has a manufacturing defect
  • is the wrong product sent
  • the engraving has been applied differently from the order details
  • carries a production-related defect

the BUYER must contact the SELLER within a reasonable period from the date of receiving the product.

If the inspection determines that the defect is production-related;

  • free re-production
  • exchange
  • refund

will be applied within the framework of the legal provisions.

8. SHIPPING-RELATED DAMAGE

At the time of delivery;

  • crushed
  • torn
  • opened
  • damaged

for shipping packages, a Damage Assessment Report must be drawn up by the courier officer before the package is accepted.

Shipments accepted without a report are deemed to have been delivered intact.

A report may need to be presented for shipping-related damage.

9. RETURN CONDITIONS

Products accepted for return must be sent;

  • unused
  • in resalable condition
  • complete
  • with all their accessories
  • in their original packaging

as required above.

The return of products that do not meet these conditions may be rejected.

10. RETURN PROCESS

A BUYER wishing to request a return or exchange must first contact the SELLER through the contact channels below.

Email:

hello@mavrenne.com

Phone:

0545 590 27 35

Sharing as much of the following information as possible when applying will help speed up the process:

Order number

Full name

Photographs of the product

Description of the issue

After completing the necessary examination, the SELLER informs the BUYER about the process.

11. REFUND

For products whose return is approved, the payment is refunded to the BUYER within the legal period, based on the payment method, after the product reaches the SELLER and the necessary checks are completed.

The SELLER is not responsible for delays arising from the banks' processing times.

12. LEGAL RIGHTS

For matters not covered by this policy;

  • Law No. 6502 on the Protection of Consumers
  • the Regulation on Distance Contracts
  • the Turkish Code of Obligations
  • and the provisions of other applicable legislation in force

shall apply.

This policy does not remove or limit the mandatory rights of consumers arising from the law.