Refund policy

Returns and Right of Withdrawal Policy

A rug is one of those rare products that can look different on screen from the way it looks in your home. That is why we have kept the returns process plain rather than off-putting.

Your 14-Day Right of Withdrawal

Under the Turkish Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), you may withdraw from the contract within 14 days from the date you take delivery of the product, without giving any reason and without paying any penalty. It is enough to send us the withdrawal notice within this period; you then have a further 10 days after the notice to send the product back.

For consumers whose habitual residence is in European Union countries or the United Kingdom, the period for returning the product is 14 days from the withdrawal notice; for those consumers the 14-day period applies instead of the 10-day period stated above.

You may send us your withdrawal notice through the following channels:

• E-mail: info@hali.net
• WhatsApp: 0532 429 59 00
• Telephone: 0216 629 10 55

The Returns Process: Four Steps

• Contact us and give us your order number.
• We will send you the return code and the details of our contracted carrier within 2 business days at the latest.
• Hand the product over to the contracted carrier in its original packaging, stating the return code.
• Once the product reaches us and has been checked, your payment is refunded.

Who Pays the Return Shipping Cost?

Our contracted carrier: DHL

When you send the return through this carrier with the return code we have given you, the return shipping cost is borne by us; you are not charged. This is our obligation under Article 12 of the Turkish Distance Contracts Regulation.

If you prefer a different carrier, the shipping cost is borne by you. For products that are defective, damaged, sent in error or different from their description, the return shipping cost is borne by us in every case.

Refunds

Within 14 days of your withdrawal notice reaching us, all payments collected, including delivery costs if any, are refunded. The refund is made to the payment instrument you used for the purchase:

• Credit and debit cards: Depending on your bank, the amount is credited to your account within 2–10 business days. In instalment purchases the amount may be credited over as many months as there are instalments; this is your bank's practice.
• Bank transfer and EFT: Within 3 business days to the IBAN you provide.

Exception to the Right of Withdrawal: Custom-Size Rugs

Under Article 15/1-(ç) of the Turkish Distance Contracts Regulation, goods prepared in line with the consumer's requests or personal needs fall outside the scope of the right of withdrawal.

For this reason, the right of withdrawal cannot be exercised for custom-size rugs that are cut or woven to the measurements you provide. Because these products are made solely for you at the moment of ordering, they cannot be offered for sale again.

The exception applies only to custom-size production. All standard (ready-size) rugs are covered by the 14-day right of withdrawal.

For custom-size orders we obtain your measurement approval in writing and remind you of this exception separately before production begins.

Even for a custom-size product, the consumer's rights arising from defects — free repair, replacement, refund of the price — are reserved for products that are defective or different from what was ordered, and are not affected by this exception.

Condition of the Returned Product

The right of withdrawal also includes the right to try the product. Unrolling the rug to see it and looking at its colour and texture does not remove your right of return. The consumer is liable only for any loss of value arising from use beyond what is necessary to understand the nature and functioning of the product; rugs that have been cut, washed or permanently stained fall within this scope.

Return Address

Returns are accepted only with the return code we have sent you. Parcels sent without obtaining a code may be held at the carrier. Address: Halınet Halı Tekstil Ürünleri Pazarlama Sanayi ve Ticaret A.Ş., Bağlarbaşı Mahallesi, Halı Sokak No: 12, 34662 Üsküdar / İstanbul. Writing the return code and your order number on the parcel shortens the checking process.

Defective and Damaged Products

If the product is defective, damaged or different from what was ordered, this is not a withdrawal but a case of liability for defects. Under Article 11 of Turkish Consumer Protection Law No. 6502, you may choose whichever you wish of the rights to free repair, replacement with a defect-free equivalent, a price reduction or rescission of the contract. These rights are valid for two years from the date of delivery and are not limited to the 14-day withdrawal period. In this case the shipping cost is borne by us in every event.

Exchanges

If you would like an exchange for a different size, colour or model instead of a return, you may request it within the same 14-day period. Any price difference is settled in both directions. The exchange shipment is also made through our contracted carrier.

Our Customers Outside Türkiye

This policy has been prepared on the basis of Turkish legislation. The rights of consumers whose habitual residence is in European Union countries, the United Kingdom and the other countries we deliver to, arising from the mandatory protective provisions of their own countries' consumer legislation, are reserved.

If a provision of this policy produces a result less favourable than the mandatory consumer protections of the country in which the consumer has his or her habitual residence, the relevant mandatory protection applies instead of that provision. The right of withdrawal is not narrowed by any contractual provision other than the cases written in this policy.

Disputes

In the event of a dispute concerning your return request, you may apply to the Provincial/District Consumer Arbitration Committees or to the Consumer Courts. The monetary thresholds are updated each year by the Turkish Ministry of Trade.

Consumers whose habitual residence is outside Türkiye retain their right to apply to the competent consumer authorities and courts under the legislation of their own countries.

Last updated: 22 August 2026