Return & Cancellation Policy
RETURN & CANCELLATION POLICY
Selishome.com — Last updated: 23.08.2026
This English text is provided for your convenience; the Turkish version is the legally binding one.
1. General Principles
As Selis Koltuk Mobilya İthalat İhracat Sanayi ve Ticaret Anonim Şirketi, we manage returns and cancellations transparently and in full accordance with your legal rights. This policy explains separately the conditions that apply to stock items, made-to-order items and bespoke items.
This policy applies together with the Distance Sales Agreement you approve when ordering and carries the same provisions.
2. Right of Withdrawal
Period: 14 calendar days from the date you receive the product. You may also use your right of withdrawal in the period between the contract being made and delivery.
Within this period you may use your right of withdrawal without giving any reason and without any penalty or deduction. The right of withdrawal also applies to made-to-order products chosen from the catalogue.
Important: Installation of our products is carried out by our own team. For products where the user manual provides for installation by the seller, the right of withdrawal cannot be used once installation is complete and the installation record has been signed. If you wish to use your right of withdrawal, you must tell us before signing the installation record.
2.1 Conditions for the Right of Withdrawal
- The product must be unused and in its original packaging.
- All accessories, labels and documents must be returned complete.
- It is enough for your notice of withdrawal to reach us within 14 days; you do not have to ship the product within that period.
2.2 Return Shipping Cost
For all products where the right of withdrawal is used — including stock items and made-to-order items — the return shipping cost is covered by Selishome.com (Distance Contracts Regulation, art. 12).
- When you send your return with the carrier we tell you, no return cost whatsoever is charged to you.
- If that carrier does not serve your area, the return cost is still ours; simply tell us and we will arrange the transport.
- Only if you use a carrier of your own choosing instead of the one we specify will the cost of that shipment be yours.
In the event of withdrawal, all payments received, including delivery costs, are refunded within 14 days of your notice reaching us.
3. Made to Order — Cancellation and Return
For cancellation requests made before production begins, no deduction is applied and the full amount paid is refunded.
| Time of Cancellation | Condition Applied |
|---|---|
| Before production begins | Full refund — no deduction |
| After production begins | A production cost deduction of up to 60% of the order value may apply |
| After delivery, before installation | The right of withdrawal conditions apply (14 days, unused product) |
| After the installation record is signed | The right of withdrawal cannot be used |
After the deduction, the remaining amount is refunded within 14 working days of the cancellation being confirmed.
This clause does not remove your right of withdrawal under the Distance Contracts Regulation. Where the right of withdrawal is used, the provisions of clause 2 apply.
4. Bespoke (Custom) Products
Under the Distance Contracts Regulation, the right of withdrawal cannot be used for products prepared to the consumer's own requests and personal needs, made to bespoke dimensions or design.
What counts as bespoke: choosing one of the colour or fabric options of a standard catalogue model does not make the product bespoke; you have the right of withdrawal on those products. Bespoke production means only products made to non-catalogue dimensions or design at your request.
4.1 Selishome.com Goodwill Exception
Although there is no legal right of withdrawal on bespoke products, because we care about customer satisfaction we apply the following. This is a goodwill return; it is not within the scope of the legal right of withdrawal, and the conditions here are an exception to the return shipping rule in clause 2.2.
- Your return request may be accepted with a production cost deduction of 60% of the order value.
- The remaining amount is refunded within 14 working days once the return inspection is complete.
- The product must be undamaged, unused and in its delivery packaging.
- For returns in this category the shipping cost is payable by the customer.
4.2 Cancelling Bespoke Production Before It Starts
- No charge is made for cancellations before the design is approved.
- Once the design is approved and production has begun, a 60% deduction applies.
5. Where the Right of Withdrawal Cannot Be Used
- Products where the user manual provides for installation by the seller and the installation record has been signed
- Products whose packaging has been opened and which cannot be returned for reasons of hygiene and health (mattresses, pillows, toppers, etc.)
- Products made solely for you to non-catalogue dimensions or design (the goodwill exception in clause 4 is reserved)
6. Damaged Delivery
- Photograph the damage.
- Note "RECEIVED DAMAGED" on the delivery record.
- Tell us within 24 hours by e-mail or on our WhatsApp line, with the photographs.
- We send a new product or refund the amount; the shipping cost is covered by Selishome.com.
7. Making a Return and the Process
How to apply:
- Return Request Form — your request is recorded immediately
- By e-mail, or on our WhatsApp / phone line
Return steps:
- Send your return request through one of the channels above.
- Our customer services reply within one working day and explain the return procedure.
- For an approved return, we provide the carrier details and instructions.
- The product reaches us and is inspected (1-3 working days).
- Once the inspection is complete, the refund is returned to your payment method.
Refund times:
- Credit card: 3-14 working days (varies by bank)
- Bank transfer: 3-5 working days
8. Cancelling an Order (Before Delivery)
- Orders can be cancelled before the product goes out for dispatch.
- For cancellation requests made after dispatch, the right of withdrawal procedure begins once the product has been received.
- For made-to-order and bespoke products, the conditions in clauses 3 and 4 apply according to the stage of production.
- You can use the Return Request Form with your order number to request a cancellation.
9. Complaints and Applications
In the event of a dispute you may apply to the Consumer Arbitration Committee or the Consumer Court in your place of residence or where the transaction took place, within the monetary limits announced each year by the Ministry of Trade.