Returns and Cancellation Policy
Returns and Cancellations
Last updated: 2026-05-22
This page explains how to return products you have purchased from Polikrami and how to cancel your order. Consumer Protection Law No. 6502 grants you a 14-day right of withdrawal; we respect this right and aim to make it as straightforward as possible to exercise.
1. Right of Withdrawal (14 Days)
You may exercise your right of withdrawal within 14 days of the date you receive the product, without giving any reason. This period is calendar days, not working days — meaning weekends and public holidays are included.
Your withdrawal notice should include:
- Your order number
- The item(s) you wish to return
- Reason for return (optional — we don't need one, but we do like to listen and learn)
Send the notice in writing to bilgi@polikrami.com.
2. Returns Process — Step by Step
- Notify us: Send an e-mail within 14 days (order number + list of items).
- Confirmation: We will respond within 2 working days at the latest and provide a return address.
- Packaging: Pack the item in its original packaging, with labels intact and unused.
- Shipping: Dispatch the item to us within 10 days of the notification date. Shipping costs — except where stated otherwise — are the buyer's responsibility.
- Inspection: As soon as the item reaches us, we inspect it and confirm it is unused.
- Refund: Following return approval, your payment will be refunded within 14 days at the latest, using the same method you paid with (refund to credit card). Bank processing may add 7–14 working days — this is outside Polikrami's control.
3. Which Products Can Be Returned?
The right of withdrawal applies to products that meet the following conditions:
- Unused and untried.
- Original packaging intact (labels, protective seals, etc. in place).
- No permanent stains, scratches, or signs of use.
- Complete (if a set, all parts included).
4. Products Excluded from the Right of Withdrawal (Statutory Exceptions under Law No. 6502)
The right of withdrawal cannot be exercised for the following products, which are specifically excluded by law:
- Products that are not suitable for return on health or hygiene grounds once opened — e.g. opened paint tubes, brush sets with damaged packaging.
- Cassettes, CDs, DVDs, and software programmes whose packaging has been opened by the consumer.
- Products made to order for a specific person — e.g. palettes with a name printed on them, custom paint mixes.
- Perishable products — rare in art materials, but may apply to certain natural media.
Where a product is subject to a withdrawal exception, you will find a note on the product page. If you are unsure, you can ask before purchasing at bilgi@polikrami.com.
5. Order Cancellation (Before Delivery)
You have the right to cancel after placing an order but before it is dispatched. This is not the same as the right of withdrawal; it is simpler.
- Within 2 hours of order confirmation, you can cancel directly through your account panel.
- After 2 hours, preparation may have begun — write to bilgi@polikrami.com and, if the order has not yet been dispatched, we will cancel it.
- Once dispatched, the 14-day right of withdrawal applies instead of cancellation.
6. Incorrect or Damaged Product
If the product arrives and:
- The wrong item has been sent,
- It was damaged in transit,
- It does not match the product description or is faulty,
then this is Polikrami's responsibility. We recommend opening and checking the package before accepting delivery; if there is damage, ask the courier to record it in a report — your rights are protected if you decline to accept.
In this case:
- Return and replacement shipping is Polikrami's responsibility — we do not charge for postage.
- The choice between a return and an exchange is yours.
- Please notify us within 3 working days with photos and a description at bilgi@polikrami.com.
7. Shipping Costs — Who Pays?
| Situation | Outbound Shipping | Return Shipping |
|---|---|---|
| Standard withdrawal (changed my mind) | Standard campaign terms | Buyer pays |
| Incorrect or damaged product | Standard terms | Polikrami pays |
| Delivery failure due to the buyer | Standard terms | Buyer pays + additional delivery charge |
8. Refund Method
- The refund is returned via the same method you used to pay (credit card → credit card; bank transfer → bank transfer).
- Bank processing typically takes 7–14 working days; Polikrami has no control over this.
- For items purchased with a gift voucher, the amount is credited back to the voucher balance (no cash refund).
9. Frequently Asked Questions
What happens if I use the product during the withdrawal period?
Trying a product for the purpose of assessing it is considered reasonable, but signs of use (an opened paint tube, a brush that has come into contact with paint, etc.) may be grounds for refusing the return. If you are unsure, you can ask us in advance whether we would accept the return.
Can I give notice of withdrawal by phone?
E-mail is preferred for written notice of your right — it also serves as proof. You are welcome to call for assistance as well: +90 501 633 98 45.
Can a gift recipient return an item?
The right of withdrawal belongs to the consumer who placed the order — that is, the person who made the purchase. To exercise withdrawal on behalf of a gift recipient, the application must be made using the original order details.
10. Contact
For any questions: bilgi@polikrami.com | +90 501 633 98 45
This text has not been reviewed by a legal adviser; for legal enquiries: yasal@polikrami.com