CANCELLATION AND RETURN POLICY
At Delsan Store (Delsan Group), customer satisfaction is our priority. Our cancellation and return policy, prepared within the framework of your legal rights, is detailed below.
1. Order Cancellation Conditions
How can I cancel my order?
You can cancel your order as long as its status is "Not Shipped".
You can submit your cancellation request by sending an email with your order number to
[email protected]or by calling our Customer Service at+90 312 543 74 74.Following your approved cancellation request, the order amount will be refunded to your account within 14 business days, according to the payment method you used (Credit Card / Wire Transfer-EFT).
Can orders that have been shipped be cancelled?
Cancellation cannot be processed once your order has been handed over to the cargo company. In this case, you must initiate the "Return Process" after the product reaches you.
2. Return Conditions (Right of Withdrawal)
If you are not satisfied with the product you purchased, if you ordered the wrong product, or if the part you bought is not compatible with your existing equipment, you may exercise your legal right of withdrawal.
Return Period: You have the right to return the product within 14 (fourteen) days from the date you receive it, without stating any reason.
Return Application: You must notify us of your return request within the 14-day period by sending an email to
[email protected]or by calling+90 312 543 74 74.Required Conditions: For your return to be accepted, the product must:
Not have been installed or assembled.
Be unused.
Be in its undamaged original packaging (box, bag, etc.), which must not be torn.
Be complete with all its accessories, user manuals (if any), and the original invoice.
Be in a resalable condition.
3. Return Process (Step-by-Step)
Notify Us: Create your return request by contacting us via email or phone within 14 days of receiving the product.
Package the Product: Place the product, along with all its parts and the invoice, in a secure shipping box, ensuring the original packaging is not damaged.
Ship the Product: Send the package to our address below, paying for the return shipping fee.
Return Address: Ostim OSB Mah. 1234. Cad. No: 113 Yenimahalle / Ankara, Türkiye
Recipient: Delsan Group (Delsan Store)
4. Return Shipping Fee
For returns made under the right of withdrawal (e.g., wrong order, incompatibility, change of mind), the shipping cost is covered by the Customer (Buyer).
EXCEPTION: If the product sent to you is defective (faulty goods) or if the wrong product was sent by Delsan Store, the return shipping fee will be fully covered by us. In this case, please contact us before shipping the product.
5. Cases Where Returns Are Not Accepted (Exceptions)
By law, the right of withdrawal cannot be used, and returns will not be accepted in the following cases:
Industrial equipment or spare parts that have been installed or assembled.
Products that have been custom-manufactured or modified according to the BUYER's special requests (e.g., custom measurements, modifications).
Products that are not suitable for return due to health and hygiene reasons once their packaging is opened after delivery (e.g., cutting tools that come into contact with food).
Products whose original box/packaging is damaged, or has a shipping label or tape affixed directly onto it.
Products that have been used, damaged, or are otherwise in a non-resalable condition.
6. Refund Process
Once your returned product arrives at our warehouse, it will be inspected by our technical team.
The refund process is initiated for products that meet the return conditions.
The product price will be refunded within the legal period of 14 days from the date of approval, using the same payment method you used (to your credit card or bank account).
The time it takes for the refund to appear in your account may vary depending on your bank's internal processes.
Please do not hesitate to contact us with any questions about the cancellation and return process.
Phone: +90 312 543 74 74
E-mail: [email protected]