Refund policy

Distance Sales, Returns and Care Policy
Last updated: 21 October 2026

Every Maison Turkuaz piece is one of one. A stone chooses you, but sometimes the energy isn’t right. If that happens, you have 30 days to send it back.

This policy applies to online purchases from Maison Turkuaz, delivered from Türkiye.

1. Seller details
Seller: MERSEA MARİNE CONSULTİNG SU ÜRÜNLERİ SANAYİ VE TİCARET İTHALAT İHRACAT LİMİTED ŞİRKETİ
Address: Tuzla Mah. 531 Sokak, Apt. 4, D:2, 48300 Fethiye, Muğla, Türkiye
Tax office / Tax No: Fethiye / 6180766686 · MERSİS: 0618076668600001
Email: info@maisonturkuaz.com · Telephone and WhatsApp: +90 545 639 9097

2. Products
All pieces are one of a kind and handcrafted. Natural variations in the stones are part of each piece’s character. Dimensions, weight, materials and care guidance are shown on each product page.

3. Prices and payment
Prices are in Turkish lira (TRY) and include VAT. Prices shown in other currencies are for guidance only; your card is charged in TRY, and your bank may apply its own exchange rate.
We accept credit and debit cards through iyzico, with 3D Secure verification. Instalments may be available on Turkish cards, depending on your bank.
Your order is confirmed once payment is authorised. We reserve the right to cancel and fully refund an order in case of a pricing or stock error.

4. Delivery
- Carrier and timing: PTT. Within Türkiye about 5 working days; Europe and Asia about 2 weeks; the Americas and Australia 2 to 3 weeks.
- Shipping fees: shown at checkout.
- Import duties and taxes: for deliveries outside Türkiye, any duties or taxes are charged by your country’s customs and paid by you on delivery.
- Risk and ownership: pass to you on delivery to the address you provided. Please inspect your parcel on delivery and report any visible damage to the carrier straight away.

5. Returns within 30 days
You can return any piece within 30 days of delivery.
- Within Türkiye: returns are free. We send you a return code for our contracted courier.
- International: you arrange and pay for return shipping. Please use a tracked service and send us the tracking number. We also recommend insurance, since you are responsible for the piece until it reaches us.
Prefer another stone? See free exchanges in section 9.

6. Your legal right of withdrawal (Cayma Hakkı)
Under the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), you may withdraw from your purchase within 14 days of delivery without giving any reason. Our 30-day returns in section 5 are offered in addition to this right.
To withdraw, email info@maisonturkuaz.com and send a WhatsApp message to +90 545 639 9097 with your order number and a statement that you are withdrawing, or use the return form at the end of this policy. Please send the piece back within 10 days of notifying us.
Legal exceptions: the right of withdrawal does not apply to goods made to your specifications or clearly personalised, such as custom orders, engraved pieces or resized rings. Where a piece falls under an exception, we show this on the product page and at checkout.

7. Refunds
- Within the 14-day withdrawal period: we refund all payments, including the original standard delivery fee, to your original payment method within 14 days of your withdrawal notice.
- From day 15 to day 30: we refund the full price of the piece to your original payment method within 5 working days of receiving and checking it. Original shipping fees are not refunded.
Card refunds go back to the same card; the time they take to appear depends on your bank. Import duties or taxes paid to your country’s customs cannot be refunded by us, but many customs authorities refund duties on returned goods.

8. Return conditions and process
Pieces must be returned in their original condition, unaltered by the customer, in their original packaging (including the protective box), together with any accessories and the certificate of authenticity, all in their original condition.
1. Email info@maisonturkuaz.com and send a WhatsApp message to +90 545 639 9097 with your order number, and tell us whether you would like a refund or an exchange.
2. We confirm and send you instructions, plus a return code for exchanges and returns within Türkiye.
3. Pack the piece securely with the return form and send it to the return address below.
Return address: Aylin Ülman, c/o Maison Turkuaz, Tuzla Mah. 531 Sokak, Apt. 4, D:2, 48300 Fethiye, Muğla, Türkiye

9. Free exchanges
Since every piece is one of a kind, we cannot send you the same piece again, but you can exchange your piece for any available piece of equal value, or pay the difference for a higher-priced piece. Exchanges are open for 30 days from delivery, and we cover the return shipping wherever you are. Please contact us to explore options.

10. Damaged, defective or wrong item
If your piece arrives damaged or defective, or is not what you ordered, email us and send a WhatsApp message to +90 545 639 9097 within 48 hours of delivery, with photos. We will repair, replace or refund it in full, shipping included, in line with consumer law.

11. Lifetime care
Our silver is made to last a lifetime, and so is our care.
- Silver: if the silver is ever damaged, including the bail, setting or frame, we will repair it.
- Setting: if by chance your stone falls out, we will reset it, as long as you have the stone.
You send the piece to us, and we repair it and send it back to you free of charge.
Turquoise is a natural stone. Cracks or breaks in the stone itself, and damage to stones from misuse, impact, water, chemicals or unauthorised alterations, are not covered, since every stone is one of one and cannot be replaced. Lifetime care is in addition to your statutory rights.

12. Exceptions to returns
Custom orders where the stone and setting were chosen separately, engraved pieces and pieces resized or altered at your request cannot be returned. They are still covered by lifetime care.

13. Customer service
For questions, returns, exchanges or withdrawal notices, contact us at info@maisonturkuaz.com and by WhatsApp, text or phone at +90 545 639 9097. We aim to respond within 1 business day.