Cancellation & Returns

This policy applies to orders placed directly with Dimare Design. Business purchases for hotels, designers, resellers and other professional projects follow the accepted quotation and project agreement, subject to applicable law. Consumers retain their mandatory rights. For marketplace purchases, use the order’s marketplace process alongside the rights that apply to that transaction.

Personalised work is made to a buyer’s individual specifications or needs. Standard handmade items are not automatically personalised goods merely because production starts after an order. The relevant classification and any applicable withdrawal exception are explained before purchase.

Contact us as soon as a change or cancellation becomes necessary. Before production starts, we review any committed design, material or other costs against the accepted agreement. During production, we identify completed work and commitments that cannot reasonably be reversed, then explain any proposed cancellation settlement in writing.

Deposits are not subject to an automatic forfeiture rule on this page. Any retention must follow the agreement and applicable law; a cost statement is not itself a waiver of the buyer’s rights. Changes to quantity, specification or delivery may require a revised quotation and written acceptance.

A business buyer does not receive a general change-of-mind return right from this policy. A completed personalised piece may be ineligible for that type of return, but defect, non-conformity and other mandatory remedies remain separate.

Where Turkish distance-contract rules apply, consumers generally have 14 calendar days from delivery to notify withdrawal without giving a reason, and may notify before delivery. Goods genuinely made to personal specifications may fall within a legal exception. Where another country’s mandatory consumer law applies, its protections remain available.

Send a clear withdrawal statement with your name and order reference to hello@dimare.design. You do not need our discretionary approval to exercise a statutory right. Keep a record of your notification.

Opening ordinary packaging to inspect a piece does not automatically remove withdrawal rights. Please protect the goods for return and avoid handling beyond what is necessary to establish their nature and characteristics. Any legally permitted reduction for diminished value is assessed individually.

Under the applicable Turkish rules, goods are returned within 14 days after withdrawal notice. When the designated return carrier is used, or none was designated, the consumer is not charged return costs. We provide the return destination and practical carrier instructions; these do not make timely notification conditional on our response.

The Turkish statutory refund period is 14 days, starting from handover to the designated return carrier, receipt by us if a different carrier is used, or withdrawal notice for goods not yet delivered. Required delivery-charge refunds are included. Repayment uses the appropriate original payment method without imposing refund fees on the consumer.

For other destinations and business settlements, the applicable law and confirmed agreement determine the return timetable, transport costs and refund calculation. We explain the process for the particular order. Blanket deductions of bank charges, original freight or a restocking fee do not override mandatory consumer rights.

Tell us promptly if a piece arrives damaged, is defective or differs from the approved specification. Include your order reference, a description and photographs where possible. Keep packaging if transport damage is involved. A short reporting request is not a cutoff for statutory claims.

We assess the appropriate remedy with you. Where Turkish consumer law applies, statutory remedies can include repair, replacement, a price reduction or withdrawal with refund, subject to the legal conditions. Personalisation does not remove these rights. Necessary remedy costs are allocated under the applicable law and agreement.

Agreed handwork or natural-material variation is considered against the approved sample and specification; it is not a blanket defence for a defective or incorrectly supplied item.

Contact us before dispatching a cross-border return so we can coordinate the receiving address and appropriate returned-goods paperwork. Retain the original invoice, shipment reference and export documents where available.

Customs descriptions, value and procedure must accurately reflect the shipment and the customs representative’s instructions. Do not declare an arbitrary zero value or assume a return is exempt from all charges. Customs arrangements do not remove a consumer’s timely withdrawal or defect rights.