Returns and Exchanges
Returns & Exchanges
You can trust our quality.At Caploonba, our priority is 100% customer satisfaction. If for any reason you are not satisfied with the product you purchased, you may request a return or exchange under the conditions below.
- 14-day right of withdrawal
- Refund to your payment method
- Free replacement for defective items
Right of Withdrawal
In accordance with Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, you may exercise your right of withdrawal within 14 (fourteen) days from the date the product is delivered to you or to the person you designate.
The store where you purchased
You may submit your return or exchange request to the store where you purchased the product. Contact details of all our sales points are available on our Stores page.
By e-mail to our head office
You may also send your request to our head office at destek@caploonba.com.
Return Conditions
- The product must be unused, untried and in resalable condition, in its original packaging.
- The invoice, warranty certificate, user manual and all accessories/parts delivered with the product must be returned complete.
- For products purchased with a corporate invoice, a return invoice must be issued. Corporate returns without a return invoice cannot be completed.
- Please inspect the product and package contents before assembly. Our assembly team checks the product together with you during installation.
Withdrawal After Assembly and Deduction
If you withdraw from a product that has no defect or fault after it has been assembled (installed), the product loses its resalable condition; therefore a 20% deduction is applied to the product price and the remaining amount is refunded to you.
For this reason, we kindly ask you to inspect the product and make your decision before assembly. This deduction does not apply to defective (faulty) products.
Products Excluded from Returns
Pursuant to Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for the following products:
Custom-made products
Furniture and products custom-made to the customer's requests (custom size, custom colour, custom design).
Hygiene products
Products unsuitable for return for health and hygiene reasons once the packaging has been opened, such as mattresses, sleep sets, duvet covers, sheets, towels and bathrobes.
Used or damaged products
Products that have been used, damaged, worn, or whose original packaging has been damaged.
Return & Exchange Process
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Notification
Send your return or exchange request to the store where you purchased the product or to destek@caploonba.com.
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Approval
Your request is reviewed and you are informed about the return process.
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Shipping / Pickup
Small items can be sent via our contracted courier company. For bulky items such as furniture, the product is collected from your address by our logistics team.
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Inspection & Refund
Once the product reaches us and is checked for compliance with the return conditions, the product price is refunded via your original payment method within 14 days of the date your withdrawal notice reaches us.
Damaged or Defective Deliveries
Damage on delivery
If you notice damage to the package on delivery, such as crushing, breakage or tearing, please have the courier/delivery staff prepare a damage report before accepting the product.
Faults found during assembly
Manufacturing-related faulty or missing parts identified during assembly are replaced or completed free of charge, based on our assembly team's report.
No cost for defective items
For defective products, return shipping/transport costs are covered by us; no fee or deduction is charged to you.
Exchange
Products that meet the return conditions can be exchanged, subject to stock availability, for a different colour/model of the same product or another product of equivalent price. If there is a price difference, the difference is charged or refunded to you. For exchange requests, simply contact the store where you made your purchase.
Contact
- Stores – Contact details of our sales points
- destek@caploonba.com