1) How much time does the buyer have to return the product?
The buyer may exercise their right of return by submitting a written request to ARTOPOL within 14 days after receiving the product, via email to info@artopol.com. The product amount will be refunded to the buyer’s card after the product is received in full and undamaged. However, returns of products that are not in original condition, damaged, or compromised will not be accepted, and no refund will be issued for these items.
2) How can I return a product that is defective/incomplete/different?
Products will be delivered to you by a contracted special courier company with a signature. If there is noticeable damage, impact, or breakage on the product or package, you must have a damage report issued by the courier staff. Courier staff are obliged to prepare a report for damaged shipments.
If the courier staff does not prepare a report, you may refuse to accept the delivery or request an inspection at the courier branch before taking the product.
If you do not obtain a damage report, it will not be possible to prove that the issue originated from the seller or the courier. Therefore, obtaining a report is essential.
If there is visible damage, impact, or breakage on the courier package or the product, a damage report must be issued by the courier staff.
You may return the product at the door without accepting it by having the report prepared. If the product is missing, defective, faulty, damaged, or different from what was described, you have the right to return it.
3) How many types of return procedures are there at ARTOPOL?
- I returned the product to the courier without accepting it.
In this case, filling out the return request form is sufficient.
- I handed the product over to a special courier company to return it to the seller.
If you sent the product back to the store, fill out the request form and enter the tracking number provided by the courier company.
- I haven’t sent it yet, but I want to start the return process.
You may request a return via the specified email address and either send the product for free using ARTOPOL’s contracted courier company or request that it be picked up from you.
How should I send the product I want to return?
You must pack the product as it was when delivered (or in equivalent packaging) and send it to the address listed on the seller's invoice with the returning courier and the completed return form.
4) I damaged the product’s packaging, can I still return it?
According to regulations, a decrease in the product’s value or the presence of a reason that makes the return impossible does not prevent the exercise of the right of withdrawal. However, if the decrease in value or impossibility of return arises from the buyer’s fault, they must compensate for the product’s value or the depreciation. In this case, the seller may take legal action to recover the damage.
5) I requested a return; how can I track it?
You can track your return request through the “My Orders” page in the My Account menu or by contacting the email address provided on ARTOPOL’s website.
6) When will I receive my refund?
Once the product reaches the seller in full and complete condition, a refund request will be submitted to your bank. Depending on the bank’s procedures, the refund may appear in your account within approximately 3 business days. The refunded amount will be credited as a positive balance. If you paid for shipping during your order, it will also be refunded. For detailed information, please contact your bank.
7) Can I receive a different product instead of a refund?
Once you inform us of your request for an exchange, a separate decision will be made depending on the specific situation.
8) Will the refund be made in installments? When will my credit limit be restored?
The refund will be made in the total amount. Your card limit will be restored in the amount of the refund. Refunds for purchases made in installments will be processed in one payment, but due to bank procedures, the transaction may be reflected on your statement over the original number of installments. Therefore, even though the full refund is processed at once, you may see positive and negative balances over the installment period.
9) Why is the refund for my installment purchase also shown in installments?
The refund is issued in full. Your card limit is restored in the amount of the refund. Although the refund for installment payments is processed as a single transaction, due to banking processes, it may be accounted for over the number of installment periods. Thus, even though a single refund is made, your statement may reflect it in monthly +/– balances for each installment.
Frequently Asked Questions About ARTOPOL Right of Withdrawal
1) What is the Right of Withdrawal?
According to the Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, buyers have the right to return purchased products without giving any reason and without incurring any penalty within 14 days from the delivery date for goods, and from the purchase date for services.
2) How is the right of withdrawal exercised?
Buyers may exercise their right of withdrawal within 14 days (from delivery for goods, from purchase for services) by sending an email to info@artopol.com.
Once the seller receives the written return request, they are obliged to collect the product, refund the product price and any delivery fees to the buyer without imposing any costs, and cover the return shipping fee. Refunds are conditional on the complete and undamaged return of the product.
3) Are there any products for which the right of withdrawal does not apply?
Even if a buyer submits a return request within 14 days, the following items are non-returnable:
Products specially produced or customized upon the buyer’s request,
Products likely to spoil quickly or have an expiration risk,
Products whose prices are determined in stock exchange or organized market (e.g., bullion, gold, silver items, etc.)
4) Who is responsible for the return shipping fee during the withdrawal process?
Under the right of withdrawal, the return shipping fee is covered by the seller. Even for returns due to personal reasons, the buyer is entitled to return the product without paying shipping costs. However, if the return is sent via a non-contracted courier (i.e., not the one specified on the website), the buyer will be responsible for the shipping cost. Additionally, if the seller has indicated they will collect the return themselves, and the buyer still sends it via courier, the return shipping fee will be deducted from the buyer.
5) If the product is damaged, can the buyer still use the right of withdrawal?
According to the regulations, as long as the buyer uses the product in accordance with its function, technical specifications, and usage instructions, any resulting change or damage does not void the right of withdrawal. However, for damages caused by improper use, the buyer is responsible, and the seller may reject the return.