Terms of service
Last Updated: July 17, 2026
IMPORTANT LANGUAGE NOTICE
This English version is provided for informational convenience for customers completing their purchase in English.
The original Turkish version of this Distance Sales Agreement constitutes the legally operative agreement. In the event of any discrepancy or inconsistency between the Turkish and English versions, the Turkish version shall prevail to the extent permitted by applicable mandatory law.
This Agreement applies to orders placed through illustroworks.com for delivery within Türkiye. Separate terms may apply if illustro begins offering products for delivery to other countries.
ARTICLE 1 – PARTIES
1.1. SELLER
Legal Name: İLLUSTRO TEKNOLOJİ TİCARET LİMİTED ŞİRKETİ
Address: Ortabayır Mah., Çamlı Sok. No: 7/A, 34413 Kâğıthane, Istanbul, Türkiye
Istanbul Trade Registry Number: 362140-5
MERSİS/Tax Identification Number: 4730759161
Email: reach@illustroworks.com
Website: illustroworks.com
The company shall hereinafter be referred to as the “SELLER” or “illustro.”
1.2. BUYER
The natural or legal person whose name, surname or business name, telephone number, email address, delivery address, billing address, and other order information are provided during checkout shall hereinafter be referred to as the “BUYER.”
A BUYER acting for purposes outside their commercial or professional activity shall qualify as a “CONSUMER” under Turkish Consumer Protection Law No. 6502.
Where the BUYER acts for commercial or professional purposes, provisions specifically protecting consumers, including the statutory right of withdrawal, shall apply only to the extent required by mandatory law.
ARTICLE 2 – SUBJECT AND LEGAL BASIS
The purpose of this Agreement is to determine the respective rights and obligations of the parties regarding the sale, payment, preparation, delivery, and, where applicable, return of products ordered electronically by the BUYER through illustroworks.com.
This Agreement has been prepared in accordance with Turkish Consumer Protection Law No. 6502, the Turkish Distance Contracts Regulation, and other applicable legislation.
The order-specific Preliminary Information Form, the essential product characteristics displayed on the product page, the checkout information, and the order summary form an integral part of this Agreement.
ARTICLE 3 – ORDER AND PRODUCT INFORMATION
The following information regarding the products covered by this Agreement is displayed to the BUYER in the order summary and Preliminary Information Form before the order is completed:
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Product name and essential characteristics;
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Artwork, size, frame, colour, and other selected options;
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Quantity;
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Unit price and total price;
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Discounts and promotional benefits;
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Taxes;
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Delivery charge;
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Payment method;
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Delivery and billing addresses;
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Estimated preparation and delivery period.
The order summary, payment records, and product options selected by the BUYER shall be used to determine the order-specific details.
ARTICLE 4 – CONCLUSION OF THE AGREEMENT
Before completing the order, the BUYER confirms that they have been informed about:
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The essential characteristics of the products;
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The total price, including applicable taxes;
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Delivery charges;
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Payment and delivery conditions;
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The statutory right of withdrawal;
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Circumstances in which the right of withdrawal does not apply.
The BUYER confirms the Preliminary Information Form electronically before placing the order.
Immediately before the order is completed, the BUYER is clearly informed that confirming the order creates an obligation to pay.
This Agreement is concluded electronically when the BUYER provides the required electronic confirmations and completes the order.
The Agreement, Preliminary Information Form, and order summary may be delivered to the BUYER by email or another durable medium.
Creating a customer account on the Website is not required to make a purchase or conclude this Agreement.
ARTICLE 5 – PRICE AND PAYMENT
The total price of the products, including applicable taxes, delivery charges, and any other fees expressly approved by the BUYER, is displayed before payment.
No additional product, service, or charge may be added to the order without the BUYER’s express approval.
Payment may be made using the payment methods offered on the Website, including credit card, debit card, bank transfer, or other available methods.
Payment transactions may be processed by a bank or authorised payment-service provider.
The SELLER does not view or store full payment-card numbers or card security codes where such information is not provided to the SELLER by the payment-service provider.
Where payment is not authorised, is cancelled, or there are reasonable indicators of fraud, the SELLER may suspend or cancel the order before dispatch.
Where payment has already been collected, the relevant amount shall be refunded in accordance with applicable law.
Where a payment is reversed by a bank or payment-service provider because of the BUYER’s bad-faith conduct, false objection, wrongful chargeback, or use of an unauthorised payment instrument, the SELLER reserves the right to pursue payment of the product price and compensation for directly resulting losses through lawful means.
ARTICLE 6 – DELIVERY
The SELLER shall prepare and deliver the order to the BUYER or the person designated by the BUYER within the period stated on the product page, in the Preliminary Information Form, or in the order summary.
Except for products prepared in accordance with the CONSUMER’s special requests or personal requirements, the delivery period shall not exceed 30 days from the date the order reaches the SELLER.
The BUYER is responsible for ensuring that the delivery information provided is accurate and complete.
Where delivery cannot be completed because of:
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An incorrect or incomplete address;
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The BUYER or recipient not being available at the address;
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Refusal to accept delivery;
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Another reason attributable to the BUYER,
reasonable redelivery charges may be requested from the BUYER after the BUYER has been informed.
The SELLER is responsible, in accordance with applicable law, for loss or damage occurring until the product is delivered to the BUYER or to a third party designated by the BUYER other than the carrier.
Where the BUYER specifically requests the use of a carrier not offered by the SELLER, responsibility for loss or damage after delivery to that carrier shall be determined in accordance with applicable law.
ARTICLE 7 – PRODUCT CHARACTERISTICS AND REASONABLE VARIATIONS
The essential characteristics, artwork, dimensions, frame option, and other features of the products are described on the product page and in the order summary.
Minor colour variations may occur between the image displayed on a screen and the printed product because of differences in screens, devices, browsers, lighting, and display settings.
Natural wood and similar natural materials may display variations in grain, texture, and tone.
Minor production tolerances may occur in products involving handmade framing or assembly, provided that such variations do not materially affect the use or overall appearance of the product.
Protective PVC, acrylic, or glass surfaces may reflect surrounding light.
Such ordinary and reasonable variations shall not, by themselves, constitute a defect.
The CONSUMER’s statutory rights remain unaffected where the delivered product differs materially from the artwork, size, frame option, or other essential characteristics ordered.
The SELLER shall not be responsible for damage caused after delivery by:
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Incorrect installation;
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Unsuitable hanging equipment;
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Impact or dropping;
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Scratching;
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Moisture or water;
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Excessive heat;
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Direct and intense sunlight;
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Use contrary to product instructions.
This limitation does not apply where the product was defective or damaged at the time of delivery.
ARTICLE 8 – DELIVERY DAMAGE, DEFECTIVE PRODUCTS, AND PHOTOGRAPHIC RECORDS
Where the BUYER notices visible crushing, tearing, puncturing, breakage, or water damage to the outer packaging at delivery, the BUYER is advised to request a damage report from the carrier and notify the SELLER as soon as reasonably possible.
A BUYER requesting a return, replacement, or remedy because of an incorrect, incomplete, damaged, or defective product must provide clear photographs so that the product’s condition and the request can be properly assessed.
Depending on the nature of the request, the SELLER may request photographs showing:
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The complete product;
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The front and back of the product;
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The corners and edges of the frame;
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A close-up of the allegedly damaged, incorrect, incomplete, or defective area;
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The outer shipping box and shipping label;
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Internal protective packaging and packing materials;
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The product after it has been repackaged for return.
The SELLER may also request, where reasonably necessary:
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A short video;
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Additional photographs;
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The order number;
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Delivery information;
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A carrier damage report;
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Other proportionate information or documentation relevant to the request.
The BUYER should retain the product, outer shipping box, shipping label, internal packaging, and all parts delivered with the product for a reasonable period until the review has been completed.
Failure to provide photographs or requested documentation, or disposal of packaging in a way that prevents inspection, may make it more difficult to determine the product’s condition or the cause of the damage.
However, failure to provide photographs or a carrier damage report shall not, by itself, invalidate a timely withdrawal notice or automatically remove the CONSUMER’s statutory rights regarding defective goods.
Where the product is delivered damaged, incorrect, incomplete, or defective, the CONSUMER may exercise the remedies available under Turkish Consumer Protection Law No. 6502.
The CONSUMER shall not be charged return delivery or similar costs for a product that was delivered defective, incorrect, incomplete, or damaged in transit.
ARTICLE 9 – RIGHT OF WITHDRAWAL
The CONSUMER may withdraw from this Agreement within 14 days after the product is delivered to the CONSUMER or to a third party designated by the CONSUMER, without providing a reason and without paying a contractual penalty.
The CONSUMER may also exercise the right of withdrawal before the product has been delivered.
Where several products under the same order are delivered separately, the withdrawal period begins on the date the final product is delivered.
For a product consisting of several parts, the period begins on the date the final part is delivered.
It is sufficient for the withdrawal notice to be sent before the 14-day period expires through one of the following channels:
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Email: reach@illustroworks.com
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A return or contact channel provided on the Website;
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Written notification sent to the SELLER’s address stated above.
The CONSUMER may use the model withdrawal form attached to this Agreement, but use of the form is not mandatory.
A written statement clearly identifying the order and communicating the decision to withdraw is sufficient.
The CONSUMER is responsible for retaining evidence that the withdrawal notice was sent within the required period.
ARTICLE 10 – RETURN PROCEDURE AND PHOTOGRAPH REQUIREMENT
Unless the SELLER offers to collect the product, the CONSUMER must return the product to the SELLER or to a person authorised by the SELLER within 14 days after sending the withdrawal notice.
Designated return carrier: [[RETURN SHIPPING COMPANY]]
Before handing the product to the carrier, the BUYER must:
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Submit the return request through reach@illustroworks.com or the return channel offered on the Website;
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Provide the order number and identify the product being returned;
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Send clear photographs showing the complete product, its front and back, and the corners of the frame;
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Send photographs showing the product packaged and ready for return;
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Where damage or a defect is alleged, send photographs of the affected area, the outer box, the shipping label, and the internal packaging.
These photographs are used to document the condition of the product before return and whether it has been packaged appropriately for transportation.
Failure to send the photographs shall not, by itself, invalidate a clear and timely statutory withdrawal notice.
However, where photographs are not provided, the SELLER may assess the condition of the product, the source of any damage, and the adequacy of the return packaging on the basis of the information and evidence available.
Where the CONSUMER returns the product using the carrier identified in the Preliminary Information Form, the CONSUMER shall not be responsible for the return shipping charge.
Where no designated return carrier has been identified in the Preliminary Information Form, the CONSUMER shall not be charged a return shipping fee.
Where the designated carrier has no branch in the CONSUMER’s location, the SELLER shall arrange collection of the product without requesting an additional charge from the CONSUMER.
Where the CONSUMER voluntarily uses a different carrier, additional charges requested by that carrier may be the responsibility of the CONSUMER, except in cases involving defective, incorrect, incomplete, or damaged products.
Where a different carrier is used, the refund period may begin when the product reaches the SELLER.
Returning the product in its original packaging is recommended but the absence of the original packaging does not, by itself, remove the right of withdrawal.
The product must be packaged in a manner appropriate to its nature and fragility and with sufficient protection to prevent damage during return transportation.
The SELLER may photograph or record the product, packaging, and any visible damage when the returned product is received.
These records may be retained for quality-control purposes, fraud prevention, and the resolution of potential disputes.
ARTICLE 11 – REFUNDS
Where the right of withdrawal is exercised after delivery, the SELLER shall refund the payments collected in connection with the returned product no later than 14 days after the product is handed to the return carrier identified in the Preliminary Information Form.
Where the CONSUMER uses a carrier other than the designated return carrier, the 14-day refund period begins when the product reaches the SELLER.
Where the right of withdrawal is exercised before delivery, the payments collected shall be refunded no later than 14 days after the withdrawal notice reaches the SELLER.
In the event of a complete withdrawal from the order, the standard delivery charge, where applicable, shall be refunded as required by applicable law.
Additional delivery costs resulting from the CONSUMER’s choice of a delivery method more expensive than the standard delivery option do not have to be refunded.
For partial withdrawals, any delivery-charge refund shall be determined according to the nature of the order and applicable law.
Refunds shall be made:
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Using a method compatible with the original payment method;
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Without imposing an additional charge on the BUYER;
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In a single transaction by the SELLER.
For credit-card payments, the refund amount shall be submitted to the relevant bank or payment-service provider in a single transaction.
The time required for the amount to appear on the card or account may depend on the processing periods of the relevant bank or payment provider.
ARTICLE 12 – INSPECTION OF PRODUCTS AND LOSS OF VALUE
The CONSUMER shall not be responsible for ordinary changes or deterioration resulting from inspecting the product during the withdrawal period in a manner consistent with its characteristics, functioning, and instructions.
Where the product has been subjected to handling beyond what is reasonably necessary for inspection, including:
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Improper installation;
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Use contrary to instructions;
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Impact or dropping;
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Scratching or breakage;
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Missing components;
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Inadequate return packaging,
the SELLER reserves its rights under applicable law regarding any resulting loss of value or damage.
Such circumstances do not automatically remove the CONSUMER’s right of withdrawal.
Where the SELLER alleges a loss of value or damage, the SELLER must be able to substantiate its cause and amount through appropriate records and evidence.
ARTICLE 13 – PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
Subject to the exceptions established by applicable law, the right of withdrawal does not apply in particular to products prepared in accordance with the CONSUMER’s special requests or personal requirements.
For illustro, this may include:
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Products manufactured in non-standard custom dimensions not offered as a standard option on the Website;
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Products prepared using a photograph, design, text, or other content supplied by the CONSUMER;
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Products personalised with a name, date, message, or similar element;
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Products produced using a special frame, colour, material, or production specification not offered as a standard option;
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Products manufactured according to a specific measurement or technical request that makes reasonable resale impracticable.
Where a product is excluded from the right of withdrawal because it is genuinely customised, this characteristic shall be clearly disclosed before the order is placed on the product page, in a written quotation, in the order summary, or in the Preliminary Information Form.
The following circumstances alone do not remove the right of withdrawal:
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The product is manufactured only after the order is placed;
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The product is not held in ready stock;
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The production period is longer than usual;
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The SELLER describes the order as a “special order.”
Artwork, size, and frame combinations offered as standard options on the Website shall not be treated as customised products unless the specific order genuinely reflects the CONSUMER’s special requests or personal requirements.
Exclusion from the right of withdrawal does not affect the CONSUMER’s statutory rights where the product is delivered defective, damaged, incorrect, incomplete, or contrary to the order.
ARTICLE 14 – PROMOTIONS, DISCOUNTS, AND PARTIAL RETURNS
Discounted, promotional, or campaign products are not excluded from the right of withdrawal merely because a discount has been applied.
The refund for a returned product shall not exceed the amount actually paid by the BUYER for that product.
Where a discount is conditional on:
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Purchasing a specified number of products;
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Reaching a minimum basket amount;
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Purchasing designated products together,
and a partial return means that the applicable campaign condition is no longer satisfied, the refundable amount may be recalculated in accordance with the campaign conditions disclosed before the order was placed.
For example, where a discount is offered for the purchase of two or more products and a partial return reduces the number of retained products below the required number, the retained products may be recalculated using their applicable non-promotional prices.
The corresponding campaign benefit may then be deducted from the refund amount.
Any such recalculation:
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Shall not exceed the normal total selling price of the products retained by the BUYER;
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Shall not result in the collection of an additional amount exceeding the total amount originally paid for the order;
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May be applied only where the campaign conditions and recalculation method were clearly disclosed before the order was placed.
Discount codes, promotional credits, gift vouchers, and campaign benefits cannot be exchanged for cash.
Whether they are reinstated following cancellation or return shall be determined according to the campaign conditions disclosed in advance.
ARTICLE 15 – ORDER CANCELLATION AND OBVIOUS ERRORS
Where a system or clerical error occurs in the product price, discount rate, stock information, product option, or product description, the SELLER shall review the order and inform the BUYER without undue delay.
Where the error is obvious and would reasonably be recognisable as an error, the SELLER may cancel the order before dispatch and refund all amounts collected without undue delay.
The SELLER may not send a different artwork, size, frame, or product without the BUYER’s express prior approval.
An alternative product may be supplied only where the BUYER has expressly agreed to the proposed alternative.
Where the BUYER does not accept the alternative, the affected order shall be cancelled and the amount paid shall be refunded in accordance with applicable law.
Where there are concrete and reasonable grounds showing that an order was placed through:
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A false account;
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An unauthorised payment instrument;
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Automated systems;
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Resale-related abuse;
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Fraudulent circumvention of campaign conditions,
the SELLER may cancel the order before dispatch.
These provisions shall not be interpreted or applied in a manner that restricts the CONSUMER’s mandatory statutory rights or completely removes the SELLER’s responsibility for its own fault.
ARTICLE 16 – IMPOSSIBILITY OF PERFORMANCE AND FORCE MAJEURE
Events beyond the reasonable control of the parties may constitute force majeure, including:
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Natural disasters;
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War;
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Epidemics;
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Strikes;
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Disruption of transportation;
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Decisions of public authorities;
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Widespread infrastructure or systems failures;
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Comparable extraordinary events.
Where such circumstances temporarily affect delivery, the SELLER shall inform the BUYER and provide a revised delivery estimate where possible.
The BUYER’s statutory rights to cancel or terminate the order remain unaffected.
Where performance of the order becomes legally or factually impossible, the SELLER shall notify the BUYER in writing or through a durable medium within three days after becoming aware of the impossibility.
All amounts collected, including applicable delivery charges, shall be refunded within 14 days after that notification.
A product being temporarily out of stock shall not, by itself, constitute impossibility of performance.
ARTICLE 17 – INTELLECTUAL PROPERTY RIGHTS
Purchase of a product transfers ownership of the physical product only.
It does not transfer any copyright, trademark, design right, or other intellectual property right relating to the artwork, illustration, image, text, brand, or other content appearing on the product.
Unless otherwise permitted by mandatory law, the BUYER may display the purchased product for personal use.
The following are prohibited without the relevant rights holder’s permission:
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Reproducing or copying the artwork;
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Scanning or digitising the artwork;
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Commercial use of the artwork, whether modified or unmodified;
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Offering copies for sale;
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Distribution or publication;
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Applying the artwork to another product;
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Using the artwork to produce derivative commercial products.
Any statutory personal-use exceptions remain unaffected.
ARTICLE 18 – PERSONAL DATA
The BUYER’s personal data may be processed for lawful purposes including:
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Creating and managing the order;
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Payment processing;
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Delivery;
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Returns and refunds;
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Customer support;
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Fraud prevention;
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Compliance with legal obligations;
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Establishment, exercise, or protection of legal rights.
Further information concerning the processing of personal data is provided in the Privacy Notice and Cookie Policy published on the Website.
ARTICLE 19 – DISPUTE RESOLUTION
This Agreement is governed by Turkish law.
Depending on the monetary value of the dispute and the applicable limits in force on the date of the application, a CONSUMER may apply to the Provincial or District Consumer Arbitration Committee located:
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At the CONSUMER’s place of residence; or
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At the place where the consumer transaction was concluded.
For disputes outside the jurisdictional monetary limits of Consumer Arbitration Committees, mandatory mediation must generally be completed before court proceedings are commenced, in accordance with Article 73/A of Turkish Consumer Protection Law No. 6502.
Following completion of the mandatory mediation process, proceedings may be brought before the competent Consumer Court or, where no Consumer Court exists, the Civil Court of First Instance acting in the capacity of a Consumer Court.
Other rights of application and legal action arising under mandatory law remain unaffected.
ARTICLE 20 – RECORD RETENTION, SEVERABILITY, AND ENTRY INTO FORCE
The SELLER retains information and records relating to the transaction for the period required under applicable law, including:
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The Preliminary Information Form;
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The order summary;
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Payment records;
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Electronic confirmations;
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Email correspondence;
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Delivery records;
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Photographs and videos;
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Return records;
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Refund records.
These electronic records may be used as evidence in accordance with applicable evidentiary rules.
This provision does not limit either party’s statutory right to submit other evidence.
If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain valid.
Where a provision conflicts with mandatory law, the applicable mandatory legal provision shall prevail.
By completing the order, the BUYER confirms that:
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The BUYER has read and electronically confirmed the Preliminary Information Form and this Agreement;
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The BUYER understands that the order creates an obligation to pay;
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The BUYER confirms the accuracy of the selected products and delivery information.
This Agreement enters into force when the BUYER provides electronic confirmation and completes the order.
ANNEX – MODEL WITHDRAWAL FORM
Use of this form is not mandatory. An email or other written statement clearly communicating the decision to withdraw is sufficient.
To: İLLUSTRO TEKNOLOJİ TİCARET LİMİTED ŞİRKETİ
Email: reach@illustroworks.com
Address: Ortabayır Mah., Çamlı Sok. No: 7/A, 34413 Kâğıthane, Istanbul, Türkiye
I hereby notify you that I am exercising my right to withdraw from the distance sales agreement relating to the product or products identified below.
Order number:
Order date:
Delivery date:
Product or products being returned:
Name and surname:
Address:
Email address:
Telephone number:
Date:
Signature: Only where this form is submitted on paper