CANCELLATION AND REFUND POLICY
1. General Provisions
At Memonza Decoration Trading Limited Company, we prioritize customer satisfaction. The cancellation, return, and exchange processes for purchased products are conducted in accordance with the principles outlined below under this policy.
At Memonza, all of your orders are of special importance to us. Our products are shipped in secure packaging, and should any damage occur during transit, we are here to provide a solution as quickly as possible.
2. Product Damage and Reporting
If you notice any damage to your product (denting, breakage, etc.) upon delivery, take photos of the product on the day it is delivered without opening the shipping packaging and send them to [email protected]. In this case, you can contact us promptly to arrange a product exchange or other solutions.
Important: Such requests must be made only on the day of delivery.
3. Return Policy
Returned products are accepted only if they are damaged or defective. We will verify whether the product meets the return criteria after it is received. The return criteria are as follows:
3.1 The product must be unused, in its original packaging, and in resalable condition.
3.2 You must send us your return request along with the invoice and a note stating the reason for the return.
3.3 For corporate orders, a return invoice issued by the company must be included.
3.4 The return invoice must specify the product price plus VAT; shipping costs should not be included.
4. Return of Defective or Damaged Products
4.1. If a manufacturing defect or damage caused during shipping is detected in the product, you must contact us within 7 days of the delivery date.
4.2. Memonza Dekorasyon will cover the shipping costs for the return of defective products.
4.3. In the event of a damaged or incorrect product being shipped, the product must be returned along with the delivery receipt.
5. Return Process and Refund
5.1. Once your return request has been approved, the product will be inspected upon receipt, and the refund process will be initiated within 7 business days.
5.2. The refund will be processed using the same method used for the original payment (credit card, debit card, bank transfer, etc.).
5.3. For payments made by bank or credit card, the refund process is completed within 3–10 business days, depending on your bank’s processing procedures.
6. Exchange Policy
6.1. If you wish to exchange the product for a different model or product, you may request an exchange within 14 days of the delivery date.
6.2. To be eligible for an exchange, the product must be unused, in resalable condition, and in its original packaging.
6.3. Unless otherwise specified, the customer is responsible for shipping costs associated with exchanges.
7. Resolution of Disputes
In the event of any disputes that may arise between the parties, the Consumer Arbitration Boards and Consumer Courts have jurisdiction.
8. Communication
Please contact us for any questions, cancellations, refunds, or exchange requests:
Memonza Decoration Trading Limited Company
Address: 15 Temmuz Neighborhood, Gülbahar Street, 1506th Alley, No. 1, Güneşli, Bağcılar - Istanbul
Phone: +90 (212) 909 55 33
Email: [email protected]