RETURNS AND CANCELLATION POLICY

Last Updated: October 26, 2026

1. General Information

At Ducca Home, customer satisfaction is one of our priorities. We aim to manage our sales, delivery, return, and cancellation processes in a transparent and professional manner.

Distance sales made through www.duccahome.com are governed by Turkish Consumer Protection Law No. 6502 and the applicable Regulation on Distance Contracts.

Return and cancellation conditions may vary depending on the characteristics of the purchased product, the sales method, and applicable legislation.

2. Order Cancellation

If you wish to cancel your order, please contact us at [email protected] or through our customer service team.

Cancellation requests for standard products are assessed according to the preparation and delivery status of the order.

For products manufactured according to specific measurements, colors, fabrics, or individual customer requirements, cancellation conditions depend on the nature of the order and applicable legal provisions.

All statutory consumer rights remain reserved.

3. Right of Withdrawal and Return Period

For products purchased through distance sales that are not subject to statutory exceptions, consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing a reason or paying a contractual penalty.

The right of withdrawal may also be exercised before delivery.

It is sufficient to send a clear withdrawal notification in writing or through a durable medium within the applicable period.

You may submit your request to [email protected].

Unless Ducca Home offers to collect the product, it must be returned within 14 days after the withdrawal notification.

4. Custom-Made and Personalized Products

Certain products manufactured according to a customer’s individual requirements may be exempt from the statutory right of withdrawal under Article 15 of the Turkish Regulation on Distance Contracts.

Examples include:

  • Furniture manufactured to specific measurements
  • Products made with individually selected fabrics, colors, and dimensions
  • Custom-made curtains
  • Bespoke wardrobes, kitchen cabinets, and furniture systems
  • Decorative products manufactured according to individual specifications

However, the fact that a standard product has been ordered or sourced specifically for a customer does not automatically exclude the statutory right of withdrawal.

Statutory rights relating to defective or non-conforming products remain unaffected.

5. Return Procedure

To request a return, please email the following information to [email protected]:

  • Full name
  • Order or invoice number
  • Product you wish to return
  • Details of your request and product photographs, if available

Our team will review your request and provide instructions regarding the return process.

Returns under the statutory right of withdrawal will be processed in accordance with applicable consumer protection legislation.

6. Damaged, Incomplete, or Defective Products

If your delivered product is damaged, defective, missing parts, or does not conform to the sales agreement, please contact our customer service team.

Providing photographs of the issue, where possible, can help facilitate the assessment.

Under Turkish Consumer Protection Law No. 6502, consumers may exercise the following statutory remedies for defective products, subject to applicable legal conditions:

  • Withdraw from the contract and request a refund
  • Request free repair
  • Request replacement with a non-defective equivalent, where possible
  • Request a price reduction proportional to the defect

Applicable legal conditions and exceptions remain in force. Your statutory rights regarding defective goods are fully reserved.

7. Delivery and Assembly

Returns of large furniture items may require special transportation, disassembly, and packaging arrangements.

For the safe handling of your return, please contact our customer service team to obtain information about delivery and collection arrangements.

Return transportation costs are determined in accordance with the pre-contractual information provided for distance sales and applicable legislation.

Consumers will not be charged costs contrary to their statutory rights when returning defective products.

8. Refunds

Where the statutory right of withdrawal is validly exercised, refunds will be processed within the periods prescribed by applicable legislation.

For returned goods, the statutory refund period is generally 14 days from the date the product is handed to the carrier specified in the pre-contractual information, subject to applicable legal provisions.

Unless otherwise required by law, refunds will be made using the original payment method without imposing additional charges on the consumer.

The time required for the refunded amount to appear in your bank or card account may depend on the processing procedures of your financial institution.

9. In-Store Purchases

For purchases made at our physical store, an unconditional right to return or exchange non-defective products is not automatically required by law.

Voluntary return or exchange requests are assessed according to the sales conditions communicated at the time of purchase.

Statutory rights relating to defective products remain unaffected.

10. Contact Information

For assistance with returns, exchanges, or cancellations, please contact us.

Ducca Home

Address: Tosmur Mahallesi, İbrahim Bilgen Caddesi No:23, 07469 Alanya / Antalya, Türkiye

Phone: +90 242 514 24 00

Email: [email protected]

Website: https://www.duccahome.com

At Ducca Home, we are committed to providing a reliable and customer-focused shopping experience.

Ducca Home – Happiness Is in the Details.