Refund policy

Distance Sales & Refund Policy

Last updated: 01/12/2025

This Policy applies to online purchases from Maison Turkuaz delivered from Türkiye.

1) Seller details

Seller (Provider): 

MERSEA MARİNE CONSULTİNG SU ÜRÜNLERİ SANAYİ VE TİCARET İTHALAT İHRACAT LİMİTED ŞİRKETİ
Address: Tuzla Mah. 531 Sokak. Apt. 4. D:2. Fethiye, Turkey. 48300
Phone / Email: + 90 545 639 9097 / merseamed@gmail.com
MERSIS: 0618076668600001

 

2) Products

  • All pieces are one-of-a-kind and handcrafted. Natural variations in stones are part of the product’s character.
  • Product dimensions, product weight, materials, and care guidance are shown on each product page.

3) Prices & Payment

  • Prices are shown in TRY and other local currencies and will include VAT at checkout.
  • We accept cards via a 3D Secure service; installments may be available depending on the bank).
  • Your order is confirmed once payment is authorized. We reserve the right to cancel and refund for pricing or stock errors.

4) Delivery

  • Carrier & timing: PTT. National 5 workdays. Europe/Asia 2 weeks. Americas/Australia 2-3 weeks.
  • Shipping fees: shown at checkout.
  • Risk & title: pass to the customer upon delivery to the address you provided. Please inspect parcels on delivery and report visible damage to the carrier immediately.

5) Right of Withdrawal (Cayma Hakkı)

  • Under the Distance Sales Regulation (Mesafeli Satışlar Yönetmeliği), you may withdraw within 14 days from delivery without giving any reason.
  • To exercise: email [info@maisonturkuaz.com] with your order number and statement of withdrawal, or use our Return Form (below). You must send the goods back within 10 days after notifying withdrawal.
  • Refund timing: We refund within 14 days of your withdrawal notice, to the original payment method (card refunds go to the same card; timing may depend on your bank). Shipping fees are not refunded and return shipping fees will be paid by the consumer.
  • Legal exceptions (no withdrawal)

The 14-day right does not apply to (examples from the Regulation):

  • Goods made to the consumer’s specifications or clearly personalized (e.g., ring resizing, engraved items, custom made orders).
  • Sealed goods not suitable for return for health/hygiene once unsealed.
  • Services fully performed with your prior consent before the 14-day period ends.

If a product you purchased falls into an exception, we indicate this on the product page and at checkout.

6) Returns — condition & process

  • Items must be returned unused and in original packaging with all accessories, certificates, and tags.
  • For jewelry: return in the protective box; do not bend settings or scratch stones.
  • We recommend insured, trackable shipping. You are responsible for the goods until we receive them.

Return address: Aylin Ulman, c/o Maison Turkuaz. Tuzla Mah. 531 Sokak. Apt. 4. D:2. Fethiye, Mugla, Turkey.

7) Exchanges

Because all items are one-of-a-kind, straight exchanges are not possible. You can trade all items for a similar valued item for a 30-day period after the return form has been sent to us (within ten days of receiving the product)  with paying the difference for the new item(s). Please contact us to explore options to pay a different amount for a new item.

8) Defective or wrong item

If the product is defective, damaged, or incorrect on arrival, notify us within 2 days of delivery with photos. We will arrange for repair, or a refund, in accordance with consumer law.

9) Warranty & care

Handcrafted goods should be used per care instructions. Damage caused to the stones by misuse, impact, water/chemical exposure, or unauthorized alterations are not covered. We guarantee the silver for two years, if it becomes defective in that time we will have the item repaired for free.

10) Return Form

Please include the following details:

Order No:                             Order date:

Name & Surname:

Address:

Phone/Email:

Product name:

Reason:

I hereby exercise my right of withdrawal for the products listed above.

Date & Signature:

11) Customer service

Questions, returns, or withdrawal notices: 

info@maisonturkuaz.com

+90 545 639 9097 (Whatsapp, text or phone)


We aim to respond within 1 business day