Refund policy
Last Updated: August 2026
This Return & Refund Policy applies to purchases made through ARKAD STONE GALLERY, operated by ARKAD MAKİNA SANAYİ İÇ VE DIŞ TİCARET LİMİTED ŞİRKETİ.
Standard Products
For standard, non-customized products, return and withdrawal rights are provided in accordance with the mandatory consumer protection laws applicable to the customer's location.
Customers located in jurisdictions such as the European Union or United Kingdom may have statutory cancellation or withdrawal rights for eligible online purchases.
Where such rights apply, the customer must notify ARKAD STONE GALLERY within the legally applicable period.
Products must normally be returned unused, undamaged, and in their original condition and packaging, unless applicable law provides otherwise.
Custom & Made-to-Order Products
Products manufactured according to a customer's individual specifications, including customized dimensions, stone selection, material, finish, design, structural modifications, or other personalized requirements are considered custom or made-to-order products.
Once production of a customized product has started, the order generally cannot be cancelled, returned, or exchanged, except where the product is defective, damaged during delivery, materially different from the agreed specifications, or where applicable consumer law provides otherwise.
Customers are strongly encouraged to confirm all measurements, materials, specifications, and customization details before production begins.
Damaged Products
If a product arrives broken or damaged during transportation, please contact us within 48 hours of delivery whenever reasonably possible at:
Please provide:
- Order number
- Photographs of the damaged product
- Photographs of the outer packaging
- Photographs of the inner protective packaging
- A brief description of the damage
Customers should keep the original packaging where possible, as it may be required for carrier insurance or damage claims.
The 48-hour notification request is intended to allow us to initiate transportation claims as quickly as possible and does not limit any mandatory statutory rights available to the customer under applicable law.
Incorrect or Defective Products
If you receive an incorrect product, a defective product, or a product that materially differs from the specifications confirmed in your order, please contact us as soon as possible.
After reviewing the issue, ARKAD STONE GALLERY may, depending on the circumstances and applicable law, offer an appropriate solution such as:
- Replacement
- Repair
- Partial refund
- Full refund
Return Shipping Costs
For eligible returns of non-defective and correctly delivered products, the return shipping costs are the responsibility of the customer, unless applicable mandatory consumer law requires otherwise.
Where a return results from a defective, incorrect, or damaged product for which ARKAD STONE GALLERY is responsible, return or replacement shipping arrangements will be evaluated by us.
Because many of our products are heavy natural-stone objects requiring specialized packaging, customers must contact us before returning any product.
Do not return any product without first contacting us and receiving return instructions.
Refunds
Once an approved returned product has been received and inspected, we will notify the customer regarding the outcome of the return.
Approved refunds will normally be issued through the original payment method.
Processing times may vary depending on the payment provider, financial institution, and country.
Original international shipping charges, customs duties, import taxes, brokerage fees, or other third-party charges may not be refundable unless required by applicable law.
Natural Stone Characteristics
Natural stone is a unique material.
Variations in color, veining, texture, pores, fossils, surface characteristics, and pattern are inherent characteristics of marble, travertine, and other natural stones and are not considered defects.
The final product may therefore differ slightly from product photographs or material samples.
Contact Information
ARKAD STONE GALLERY
Operated by: ARKAD MAKİNA SANAYİ İÇ VE DIŞ TİCARET LİMİTED ŞİRKETİ
Address:
ADALET MAH., MANAS BLV. NO: 47 B
İÇ KAPI NO: 2601
BAYRAKLI / İZMİR
TÜRKİYE
Tax Number: 0790903957
MERSİS No: [TO BE ADDED]
Email: info@arkadtic.com