Return, Refund and Cancellation Policy

Last Updated: February 2026

At ARTENISA, we want you to feel a deep connection with the objects you bring into your space. If a piece does not resonate with you as you hoped, we are committed to making the return process simple and transparent.

1. Right of Withdrawal (Cayma Hakkı)

In accordance with Turkish distance sales rules, you have the right to withdraw from your purchase and return your item(s) without providing any reason.

  • Timeframe: You must exercise this right within 14 days from the date you (or a third party designated by you) receive the physical goods.
  • Notification: To start a return, you must notify us clearly via email at info@artenisa.net before the 14-day period expires.
  • Return Shipment After Notification: After notifying us, you should send the goods back within 14 days.

2. Return Shipping Costs

We aim to keep returns as smooth as possible.

  • Domestic Returns (Türkiye): If you exercise your Right of Withdrawal, ARTENISA covers the return shipping cost, provided you use our contracted carrier (Yurtiçi Kargo) and the specific return code we provide.
  • Non-Contracted Carriers: If you choose to send the package via a different courier of your own choice, you will be responsible for the shipping cost and any related risks during transit.

3. Conditions for Return

To process your return smoothly and protect the piece during transit, please follow these conditions:

  • Condition: The item should be returned in the same condition as received (unused and undamaged).
  • Packaging: Please return the item in its original reinforced packaging whenever possible. This packaging is designed to protect the sculpture. If the product is damaged due to insufficient packaging or handling, a deduction may be applied to the refund to the extent of the loss in value.
  • Documents: Please include all accessories and certificates of authenticity, and the invoice / e-invoice copy.

4. Exceptions: Non-Returnable Items

Please note that the Right of Withdrawal does not apply to certain categories under the law, including:

  • Bespoke / Commissioned Works: Atelier sculptures that have been customized, personalized, or created specifically for your requirements (e.g., custom size, engraving).

Note: If an item is returned used, damaged, or with missing parts/certificates, a partial refund may apply to reflect the reduction in value.

5. Return Process (Step-by-Step)

  • Email Us: Send an email to info@artenisa.net with your Order Number and request a return.
  • Get Code: We will send you a Yurtiçi Kargo Return Code (Anlaşma Kodu).
  • Pack: Securely pack the item with all protective materials.
  • Ship: Deliver the package to the nearest Yurtiçi Kargo branch within 14 days after notifying us.

6. Refunds

Once your return is received and inspected at our Ankara studio:

  • Approval: We will notify you of the approval or any deduction (if a reduction in value is identified).
  • Refund Timing: Your refund will be processed within 14 days from the date we receive your withdrawal notice. However, we may wait until we receive the returned goods or proof of return shipment (whichever is earlier).
  • Payment Method: Refunds are made to the original payment method (Credit Card / Bank Card). Banks may take additional time for the refund to appear on your statement.
  • Original Shipping: If you paid a shipping fee on the original order (and no legal exception applies), it is refunded along with the product price.

7. Damaged or Defective Items (Ayıplı Mal / Shipping Damage)

If your item arrives damaged or defective, this is handled separately from the Right of Withdrawal. Please contact us as soon as possible so we can support you properly.

If shipping damage is suspected, please follow the delivery inspection steps and request a “Hasar Tespit Tutanağı” from Yurtiçi Kargo where possible. For best results with carrier claims, we recommend contacting us immediately (ideally within 24 hours) with photos/videos and your order number.

8. Cancellation Policy

  • Before Dispatch: You may request cancellation before the item is shipped for a full refund. Please contact us immediately.
  • After Dispatch: If the order has already been dispatched, you can still use your Right of Withdrawal after delivery by following the return steps above.