Cancellations & Refunds

This page sums up, in everyday language, the cancellation, withdrawal and refund terms of the Distance Sales Contract and the Pre-Contract Information. If the two ever differ, the contract prevails — but we are trying to say the same thing here.

If you want to cancel an order

• Before we start making it: you can always cancel. Use the “I’d like to cancel this order” button on your order page or write to us on WhatsApp; we refund everything you paid. Most cancellations are settled the same day.
• Once the name is being made: the piece is now yours alone, so cancelling isn’t always possible. Still, write to us — we’ll look at where things stand together, stop if we can and find a way forward.
• Orders waiting for a bank transfer: if you haven’t paid, there is nothing to do; when the window closes the reserved pieces are released and you owe nothing.

Right of withdrawal: which pieces, and which not

Under the Regulation you may withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason.

Personalised pieces are excluded. Every piece that carries a name, a date, a message or an image you sent counts as goods prepared in line with the consumer’s wishes under Article 15/1-c of the Distance Contracts Regulation. We say so clearly next to each piece in your basket and on the order screen; by confirming, you confirm knowingly.

Pieces you chose without a name can come back in full. An item sent from stock, or one you bought without a name, a date or a message on it, can be returned within 14 days:

1. Let us know in writing — WhatsApp, e-mail or KEP. Your order number is enough.
2. Send the piece back unused, in resaleable condition and with its invoice, within 10 days of your notice. We give you our contracted courier’s code; that shipment is on us.
3. Within 14 days of the piece reaching us we refund what you paid, including any delivery fee you paid.

If a piece arrives faulty, damaged or wrong

Personalised or not, your rights under Article 11 of Law No. 6502 are always intact: free repair, replacement with a flawless equivalent, a price reduction or cancellation of the sale. Write to us with a photo of the piece; the return shipment is on us. If a spelling mistake is ours, we make the piece again.

If the parcel looks damaged on arrival, have the courier note it and tell us — it makes things quicker.

How and when your money comes back

A refund always goes back the way you paid, at no cost to you.

• Paid by card: we refund to the same card through Moka United, the payment institution that handles our card payments. We tell you the day we issue the refund; it can take your bank a few business days to show it on your statement. For instalment payments the bank reflects the refund across the instalments under its own rules. A full refund returns everything you paid — including any instalment difference.
• Paid by bank transfer: we send the refund to the account the payment came from. If you’d like it elsewhere, send us the IBAN in writing.
• Partial refunds (say, one piece out of several) return the price of that piece; we write to you with the amount first.

Your card details never reach Meşgalem; payments and refunds run with 3D Secure on the payment institution’s secure page.

How to reach us

Your order page is always the shortest route — you can send a cancellation request and follow the order from there. The other channels are in the box below: WhatsApp, e-mail, phone and KEP.

If we can’t agree

Talk to us first; most things are solved with one message. For formal complaints you may apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) where you live or where you made the purchase, within the monetary limits set yearly by the Ministry of Trade, and to the Consumer Court above those limits.