Delivery and Returns

Return and Cancellation Policy

1. General Terms

  • Your consumer rights for products purchased via Kastra.com.tr are protected under the Law on the Protection of the Consumer No. 6502 and relevant regulations.
  • All our products are carefully prepared and delivered to you after your order is confirmed.

2. Right of Withdrawal

  • In distance sales contracts, the consumer has the right to withdraw within 14 days from the date of receipt of the product without providing any justification.
  • To exercise the right of withdrawal, the product must be unused, must not have lost its resalability, and its packaging, if any, must not be damaged.

3. Products for Which the Right of Withdrawal Does Not Apply

  • According to Article 15/1-ç of the Regulation on Distance Contracts:

"The right of withdrawal cannot be exercised for contracts regarding goods prepared in line with the consumer's requests or personal needs."

  • In this context; products produced to order (special dimensions, colors, fabrics, finish choices, etc.) are not subject to return or cancellation.

4. Return Process

  • For products you wish to return under the right of withdrawal, you must contact us in writing within 14 days of the delivery date.
  • Once your return request is approved, the product must be sent to us via our contracted shipping company, along with its original invoice and all accessories.
  • For return requests within Istanbul, the return process must be completed at the factory or store address.
  • After the product reaches us and the necessary inspections are conducted, your payment will be refunded within 10 business days at the latest.

5. Order Cancellation

  • Your orders for standard products that have not yet entered the production process can be canceled by contacting customer service.
  • However, for custom-made furniture, cancellation is not possible once the production process has begun.

6. Damaged or Defective Products

  • If you notice damage to the product packaging during delivery, you must have the courier prepare a report and decline receipt of the product.
  • Manufacturing defective or faulty products are subject to the right to free repair, replacement, or refund under Law No. 6502.

7. Contact

You can contact us via the following communication channels for your return and cancellation procedures:

  • Phone: 0212 675 15 85
  • E-mail: [email protected]
  • Address: Masko Mobilyacılar Sitesi 1A Blok No:27 - Başakşehir / Istanbul