Last Updated: July 17, 2026

This policy applies to orders delivered within Türkiye.

This English version is provided for informational convenience. In the event of any inconsistency, the Turkish version shall prevail to the extent permitted by mandatory law.

14-Day Right of Withdrawal

You have the right to request a return within 14 days after receiving your order, without providing a reason.

You may also cancel your order before it has been delivered, provided that it has not already entered a stage where cancellation is no longer reasonably possible. Your statutory right of withdrawal remains unaffected.

To exercise your right of withdrawal, you must send us a clear return request within the 14-day period by contacting:

Email: reach@illustroworks.com

Please include your order number and identify the item or items you wish to return.

Return Conditions

You may inspect the item in a manner reasonably necessary to understand its characteristics, appearance, and condition.

Returned items should:

• Include all parts and accessories originally supplied;

• Be protected against damage during return transportation;

• Not have been damaged through improper installation, impact, scratching, moisture, misuse, or handling beyond what is reasonably necessary for inspection;

• Be returned within the applicable return period.

Returning the product in its original packaging is strongly recommended, particularly because framed artworks are fragile. However, the absence of the original packaging does not by itself remove your statutory right of withdrawal.

Where the original packaging is unavailable, the item must be packaged securely using materials that provide equivalent protection during transportation.

We may document the condition and packaging of returned items through photographs or video when they are received.

Photographs Required for Returns

Before sending an item back, you must provide clear photographs so that we can record its condition before return transportation and provide the correct return instructions.

Depending on the request, we may ask for photographs showing:

• The complete item;

• The front and back of the artwork;

• The corners and edges of the frame;

• The item packaged and ready for return;

• Any damaged, defective, incorrect, or missing area;

• The outer shipping box;

• The shipping label;

• The internal protective packaging.

We may also reasonably request additional photographs, a short video, delivery information, or a carrier damage report where necessary to assess the request.

Failure to provide photographs does not, by itself, invalidate a clear withdrawal request submitted within the statutory period. However, it may delay the assessment and make it more difficult to determine the item’s condition, the source of any damage, or whether adequate return packaging was used.

Please retain the product, outer box, shipping label, internal packaging, and all included parts until your request has been reviewed.

How to Return an Item

To begin a return, contact us at reach@illustroworks.com before sending the item.

Once your request has been reviewed, we will provide instructions explaining:

• How to package the item;

• Which return carrier to use;

• How and where the item should be sent;

• Whether a return label or return code will be provided.

Returns must be sent to:

İLLUSTRO TEKNOLOJİ TİCARET LİMİTED ŞİRKETİ
Ortabayır Mah., Çamlı Sok. No: 7/A
34413 Kâğıthane, Istanbul, Türkiye

Please do not send or personally deliver a return to this address before receiving return instructions.

Items sent without prior notice may not be immediately identifiable and may therefore take longer to process. This does not, by itself, invalidate a timely statutory withdrawal request.

Unless we offer to collect the item, the returned product must be handed over for return within 14 days after you notify us of your withdrawal.

Return Shipping

Please use the designated return carrier stated in the return instructions or Preliminary Information Form.

Where you use the designated return carrier, you will not be charged the applicable return shipping cost.

Where no return carrier has been designated, or where the designated carrier does not have a branch in your location, we will arrange the return without imposing an additional return charge on you.

If you voluntarily use another carrier, any additional shipping costs may be your responsibility. This does not apply where the product was delivered damaged, defective, incorrect, or incomplete.

The customer is responsible for packaging the product with reasonable care. Our rights under applicable law remain reserved where the product is damaged during return transportation because it was packaged inadequately.

Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order after delivery and contact us promptly if:

• The item arrived damaged;

• The item is defective;

• You received the wrong item;

• A part of the order is missing.

Send your order number together with clear photographs of the product, frame, outer box, shipping label, and internal packaging.

Where visible damage exists at delivery, we recommend asking the carrier to prepare a damage report. The absence of a carrier damage report does not by itself remove your statutory consumer rights, but the report can help determine when and how the damage occurred.

Where a product was delivered damaged, defective, incorrect, incomplete, or contrary to the order, we will assess the request and provide an appropriate remedy in accordance with applicable consumer law. You will not be charged return shipping costs arising from such an issue.

Non-Returnable Custom Products

The statutory right of withdrawal may not apply to products genuinely prepared according to your personal requirements or special instructions.

This may include:

• Non-standard custom dimensions not offered as a regular option on our website;

• Products made using a photograph, design, text, or other content supplied by you;

• Products personalised with a name, date, message, or similar element;

• Products made with a special frame, colour, material, or specification that is not offered as a standard website option.

Where an item is genuinely customised and cannot be returned under the applicable legal exception, this will be clearly communicated before payment.

An item is not automatically considered customised merely because it is produced after the order is placed, is not held in ready stock, or is described as a special order.

Standard artwork, size, and frame combinations offered on our website remain eligible for withdrawal unless the specific order has genuinely been customised according to your personal request.

The custom-product exception does not limit your rights where the item is damaged, defective, incorrect, incomplete, or does not conform to your order.

Sale and Discounted Items

Sale, discounted, and promotional items remain eligible for return where the statutory right of withdrawal applies.

Where a discount depends on purchasing a certain number of products or reaching a specified basket value, a partial return may cause the remaining order to no longer meet the campaign conditions.

For example, if you received 20% off for purchasing two or more items and return part of the order so that the remaining items no longer qualify, the retained items may be recalculated at their applicable non-discounted prices.

The campaign benefit may then be deducted from the refundable amount, provided that:

• The campaign conditions were disclosed before purchase;

• The recalculation does not exceed the normal selling price of the items you retain;

• You are not charged more than the total amount originally paid for the order.

The refund for a returned item cannot exceed the amount actually paid for that item.

Exchanges

We do not currently process direct product exchanges.

The fastest way to receive another artwork, size, or frame option is to return the original item in accordance with this policy and place a new order separately.

Your rights regarding damaged, defective, incorrect, or incomplete products remain unaffected.

Loss of Value

You are not responsible for changes resulting from inspecting the product in a manner reasonably necessary to understand its nature and condition.

Where the item has been handled beyond what is necessary for inspection and has suffered damage or loss of value—for example through improper installation, scratching, impact, missing parts, or inadequate return packaging—we reserve our rights under applicable law.

Such circumstances do not automatically cancel the right of withdrawal. Any claimed loss of value will be assessed based on the condition of the item and the available photographs, videos, delivery records, and other evidence.

Refunds

Once your return has been handed to the designated return carrier, we will process the applicable refund within the period required by law and no later than 14 days, subject to the rules below.

Where you use a carrier other than the designated return carrier, the refund period may begin when the item reaches us.

Where an order is cancelled before delivery, the applicable refund will be processed no later than 14 days after your cancellation notice reaches us.

Refunds are issued:

• To a payment method compatible with the original payment method;

• Without imposing an additional refund fee;

• In a single transaction by illustro.

For a complete return of an order, the standard delivery cost will also be refunded where required by law. Additional costs resulting from your choice of a more expensive delivery method do not have to be refunded.

Once we issue the refund to your bank or payment provider, the time required for the amount to appear in your account depends on that provider’s processing times.

Please contact reach@illustroworks.com if the amount has not appeared within 15 business days after we confirm that the refund has been issued.

Questions

For any questions concerning returns, damaged products, or refunds, contact:

Email: reach@illustroworks.com
Instagram: @illustroworks