Returns and exchanges
Your rights, clear and simple.
Most Cassiel pieces are made with the fabric, size and modules you choose. This page summarises your return and exchange rights depending on how you bought.
Bought in the showroom
Orders signed in store
Sales concluded face to face in the showroom are not distance sales; the legislation provides no automatic right of withdrawal for them.
Before production starts you can request changes to your order (fabric, colour, modules). The effect on lead time and price is confirmed to you in writing.
Distance sales
Right of withdrawal for remote orders
If you placed your order remotely (online, by phone or email) without visiting the showroom, under the Turkish Distance Contracts Regulation you may withdraw without giving a reason within 14 days of receiving the product.
A written notice or one on a durable medium (e.g. email) is enough. The process and time limits for collecting the product and refunding payment are set out in the distance sales contract.
Important exception
Products made to your specification
Under Article 15 of the Distance Contracts Regulation, the right of withdrawal does not apply to goods prepared in line with the consumer's requests or personal needs.
Pieces made with the fabric, colour, size or module layout you choose fall into this category. Whether a piece counts as made-to-order is stated clearly in the quote and contract before ordering; production does not start without your approval.
Choices that make a piece made-to-order
- Non-catalogue sizes or module layouts
- Upholstery in a fabric and colour you select
- Custom wood, legs or finish
Defective products
When a product has a defect
Regardless of how you bought and whether the piece is made-to-order, your statutory options under Law No. 6502 remain if a product is defective: free repair, replacement with a defect-free equivalent, price reduction or withdrawal from the contract.
Damage noticed at delivery is recorded on the delivery record and a service request opens automatically. For a defect you notice later, simply send us a photo.
Deposit and payment
Deposits and refunds
An order starts with approval of the quote and payment of a deposit. The conditions under which the deposit is refunded are written in your order contract; where the right of withdrawal is exercised, payments are refunded within the statutory period.
Services
With you after delivery too.
- 01Delivery and assemblyA scheduled time window, our own team, packaging taken away and a digital delivery record.
- 02WarrantyAt least 2 years, starting the day the delivery record is signed. Coverage and process in writing.
- 03Care guidePractical, material-specific care for fabric, wood, leather and marble.
- 04Start a projectA whole home, an interior designer's project or a commercial space: from measuring to delivery, together.
FAQ
Related questions
How does an order start — do you take a deposit?
An order starts when you approve the quote and pay a deposit. The deposit rate, when the balance is due and when the deposit is refundable are written in the quote and the order contract.
Can I return my order?
Distance orders carry a 14-day right of withdrawal, but it does not apply to pieces made with the fabric, size or modules you chose. Your statutory rights for defective goods always apply.
A question about your order?
Message us with your order number and we'll clarify the terms from your contract.