Returns and Exchanges Policy

Contact us for returns and exchanges.

If you have a request regarding a return, exchange, or a product you have received, you can submit your order number, product name, and a description of your request via the contact form.

If you have received a damaged product or one that differs from your order, please specify this in your message. Do not send payment card information or identity documents.

This page provides the communication channel through which you can submit your request; it does not limit your statutory rights regarding withdrawal and defective goods. Before placing an order, review the delivery and return information applicable to your product; if you have a special size or production request, please state it separately.

Right of withdrawal (14 days)

In accordance with the Law No. 6502 on the Protection of the Consumer and the Regulation on Distance Contracts, you may withdraw from the product you purchased from our website within 14 days from the date of delivery without providing any justification and without paying any penalty. You can submit your withdrawal notice to polatpazarlama@gmail.com, to the number +90 533 526 14 99 (WhatsApp), or by mail to Bursa Küçük Sanayi Sitesi, 63. Blok No: 16-17, 16120 Bursa. Please include your order number, product name, and contact information in your notice.

Return process

• You must return the product along with its packaging and invoice within 10 days of your withdrawal notice. If we inform you that we will collect the product from you, you do not need to ship it.
• Return address: Semiha Polat (POLAT PAZARLAMA), Bursa Küçük Sanayi Sitesi, 63. Blok No: 16-17, 16120 Bursa.
• Within 14 days after we receive your withdrawal notice, we will refund the amount collected, including delivery costs, using the payment method you used at the time of purchase.
• When you make the return shipment via our contracted courier, Aras Kargo, you will not be charged for the return shipping. Since the products are heavy and fragile, please contact us before shipping the return to clarify the packaging and transport method together.
• You may be held responsible for any loss of value resulting from your use of the product beyond what is necessary for routine inspection.

Cases where the right of withdrawal cannot be exercised

• The right of withdrawal cannot be exercised for products prepared according to your requests or personal needs, custom-produced, or cut/processed to measurement. This situation is stated separately for the relevant product before ordering.
• The right of withdrawal cannot be exercised in other cases listed in Article 15 of the Regulation on Distance Contracts.
• Standard stock products do not automatically fall into this exception.

Delivery and damage in natural stone products

• Natural stone is a heavy and fragile material. Inspect the packaging and the product in the presence of the courier when taking delivery.
• If there is damage to the packaging or the product, have the courier prepare a damage assessment report; send it along with photos to polatpazarlama@gmail.com on the same day.
• Keep the original packaging; it is required for return and damage inspection.
• Variations in veins, tone, and texture of natural stone do not constitute a defect on their own; the provisions for defective goods apply to products that do not match the product description.

Defective goods

If the product is defective, you may exercise your rights to free repair, refund, price reduction, or replacement with a non-defective equivalent in accordance with Article 11 of Law No. 6502. These rights are not limited by any statement on this page.

Application

If a solution cannot be reached, you may apply to the Consumer Arbitration Committee or Consumer Court in your place of residence within the monetary limits announced annually by the Ministry of Trade.

Submit your return and exchange request