Return, Refund and Cancellation Policy

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 the Turkish Distance Contracts Regulation, you have the right to withdraw from this contract and return your purchased 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.

2. Return Shipping Costs (2026 Regulation)

We believe in a risk-free experience for our collectors.

• Domestic Returns: 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 full shipping cost.

3. Conditions for Return

To be eligible for a full refund, the following conditions must be met:

• Condition: The artwork must be unused, undamaged, and in the same condition that you received it.
• Packaging: It must be returned in its original, reinforced packaging. Our packaging is designed to protect the sculpture; returning it in a standard box often results in transit damage, which may void your refund.
• Documents: All accessories, certificates of authenticity, and the original invoice (or e-invoice copy) must be included.

4. Exceptions: Non-Returnable Items

Please note that the Right of Withdrawal does not apply to the following categories:

• Bespoke / Commissioned Works: Atelier sculptures that have been customized, personalized, or created specifically for your requirements (e.g., custom size, engraving).
• Unsealed Goods: Items that have been visibly damaged or altered by the user after delivery.

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 in its original box with all protective foam.
• Ship: Hand the package to the nearest Yurtiçi Kargo branch within 10 days of notifying us.

6. Refunds

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

• Approval: We will notify you of the approval or rejection of your refund based on the item's condition.
• Payment: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card / Bank Card) within 7–14 days, depending on your bank's processing times.
• Note: Shipping costs paid on the original order (if any) are refunded along with the product price, in accordance with the law.

7. Damaged or Defective Items

If you receive a defective item or if damage occurred during shipping, this is NOT treated as a "Withdrawal." It is a "Warranty Claim."

Please refer to our Shipping Policy regarding the Damage Assessment Report (Hasar Tespit Tutanağı). You must contact us immediately (within 24 hours) so we can arrange a free replacement or repair.

8. Cancellation Policy

• Before Dispatch: You may cancel your order for a full refund at any time before it has been shipped. Please contact us immediately.
• After Dispatch: If the order has already left our studio, it cannot be canceled. You must wait to receive the package and then follow the standard Return Process outlined above.