Return & Refund Policy
1. General Information
Dokuz Ltd. Şti. prioritizes customer satisfaction.
This policy explains the cancellation and refund conditions for our custom-made kitchen, bathroom, door, and furniture products.
2. Refunds for Custom-Made Products
All Dokuz Design products are custom-made according to the customer’s measurements and choices.
Therefore, refunds are generally not available for:
- Made-to-measure items
- Customized color, material, model selections
- Installed products
- Products that have entered the production phase
3. Order Cancellation
✔ Before Production Starts
- If production has not started, a full refund is possible.
- However, costs for measurement, design, or project work may be deducted.
✔ After Production Starts
- Refunds are not possible, as materials are ordered, cut, or production has already begun.
✔ After Installation
- No cancellations or refunds can be made after installation.
4. Right of Withdrawal (14 Days)
Under consumer law, the 14-day withdrawal right does not apply to products:
- Produced specifically for the customer
- Manufactured based on personal measurement and design choices
5. Evaluation Procedure
In case of a complaint:
- Send an email to info@dokuz.design
- Your request will be evaluated within 3 business days
- Production, installation, and material quality will be reviewed
- If a manufacturing defect is confirmed, repair or replacement is provided free of charge
6. Situations Where Refunds Are Not Provided
Refunds are not available for:
- Completed custom-made products
- Installed products
- Customer measurement errors
- Customer misuse or damage
- Fully completed contract work
7. Manufacturing Defects
If the issue is caused by a manufacturing defect:
- The defective part will be repaired
- If necessary, it will be re-produced
- No extra cost will be charged
8. Legal Authorities
In case of disputes, relevant consumer authorities and courts apply.
Last updated: 2024
