Refund and Cancellation Agreement
Terms regarding the right of withdrawal, cancellation, refund and exchange processes for products and services purchased through DEsnaf.
Last updated: 8 July 2026
The official and binding text of this document is the Turkish version; other languages are translations provided for information only.
Withdrawal period
The Consumer may exercise the right of withdrawal within 14 (fourteen) days from the date the product is received or the service agreement is concluded, without giving any reason and without paying any penalty.
Cases where withdrawal cannot be exercised
The right of withdrawal cannot be exercised in the following cases:
- Products custom-made according to the Consumer's requests
- Perishable products or those that may expire
- Products whose packaging has been opened after delivery and whose return is not suitable for health/hygiene reasons
- Services to be performed on a specific date and fully performed
Refund process
Your refund request is processed with the following steps:
- Create a refund request for the relevant order under My Account > My Orders
- Select the reason for return and add a description and image if any
- After approval, return the product as instructed
- The amount is refunded once approved by the Seller
Refund of the amount
If the right of withdrawal is exercised, the product price and delivery costs, if any, are refunded within 14 days from the receipt of the withdrawal notice by the Seller, in accordance with the payment method used. The refund may be reflected in your account within 3-7 business days depending on the payment provider's processing time.
Exchange
An exchange may be requested for defective, faulty or products different from the order. The exchange is subject to stock availability and the Seller's approval; where not possible, a refund is made.
Contact
You can reach us through the following channels for your questions:
- Email: destek@desnaf.com
- Address: Merkez, Merkez, Zonguldak, Türkiye