Return and Cancellation Policy

This Return and Cancellation Policy explains the basic conditions applicable to orders, quote requests, custom-size productions, natural stone products and application processes placed through the Akacak Mermer website.

Marble, granite, quartzite, onyx and similar natural stone products may vary in color, veining and mineral structure. These differences are characteristic features of natural stone.

1. Order cancellation

If your order has not yet entered preparation, cutting, measurement, custom production, shipment or installation stages, you may submit a cancellation request. The request is evaluated according to the current status of the order.

For orders whose production or procurement process has already started, cancellation requests are reviewed according to product type, processing stage, custom-size requirements and incurred costs.

2. Custom-size and personalized products

The right of withdrawal or return may be limited for products cut to customer-specific dimensions, prepared with specific color or surface preferences, shaped for a project or processed with sink, hob, tap, channel, hole or edge profile details.

Such products are not standard stock products. Therefore, return or cancellation requests after order confirmation are reviewed separately.

3. Returns for standard products

Return requests for standard and unused products may be evaluated after delivery within the applicable legal periods and according to the product condition. The product must be unused, undamaged, not installed and suitable for resale.

4. Cases outside the return scope

• Products cut to custom dimensions or prepared for a specific project.
• Installed, used or damaged products.
• Products processed with cutting, holes, channels, bevels, polishing or surface treatments upon request.
• Requests based on natural veining, tone, pores, mineral marks or pattern differences.
• Products damaged due to misuse, wrong cleaning products or physical impact.
• Products with damaged packaging, protection or transport safety.

5. Color, vein and surface differences in natural stone

Natural stone products have a unique structure. There may be differences in tone, veining, pattern and mineral density between samples, catalogue images, website visuals, showroom products and the delivered slab.

These differences are not considered product defects. For large surface applications, approval based on the actual slab or slab photos is recommended whenever possible.

6. Damaged or incorrect product notification

If breakage, cracks, transport damage or incorrect products are detected at delivery, a delivery report should be prepared and the issue should be submitted to us with photos.

For damage reported after delivery, transportation, storage and usage processes are evaluated separately.

7. How to submit a return request

You can submit your return or cancellation request through our contact channels with your order number, full name, contact details, product name and request description.

Product photos, delivery document, invoice information and damage report, if any, should be shared so that the request can be evaluated faster.

8. Return shipping and transport costs

Return transport costs are evaluated according to the reason for the request and product condition. Cases such as defective product, wrong shipment or transport damage are reviewed separately. For customer-based return requests, transport and packaging costs may belong to the customer.

9. Refunds

For approved returns, refunds are processed according to the payment method after the product reaches us and passes inspection. Processing times caused by banks or payment providers may be outside Akacak Mermer control.

10. Installation and application services

Return or cancellation conditions for installation, cutting, measurement and application services are evaluated according to whether the service has started. After the service is completed, a technical review is carried out only if there is a claim of service defect or application error.

11. Right to update

Akacak Mermer may update this policy in accordance with legal regulations and service processes. The current policy is valid from the date it is published on our website.