RETURNS & EXCHANGES

I would like to return or exchange a product I purchased. What should I do?

If you are not satisfied with your purchase for any reason, you may request a return within 14 days of receiving your order.

To initiate a return, please email shop@dotconceptstore.com with your order number and details of the product you wish to return.

Return shipping costs are the responsibility of the customer. Alternatively, you may complete your return or exchange in person at our Dot Concept Store in Sapanca, Türkiye.

Returned products must be unused, undamaged, with their original tags attached (if applicable), and in a condition suitable for resale.

Important Information

• We kindly ask that you return products in their original packaging whenever possible, together with any accessories included, and pack them securely to prevent damage during transportation.

• For ceramics and other fragile items in particular, we strongly recommend reusing the protective packaging materials provided with your original shipment, such as bubble wrap, protective cushioning, and shipping boxes. To the extent permitted by applicable law, customers may be responsible for damage occurring during return shipping due to inadequate or improper packaging.

• For products that are unsuitable for return due to health or hygiene reasons, the right of return may be restricted under applicable legislation if the protective packaging, seal, or similar protective element has been opened after delivery.

• Once we receive your returned product, our team will inspect its condition and verify whether it meets the return requirements. You will be notified of the status of your return by email.

• Once your return is approved, your refund will be initiated within 3–5 business days. The time it takes for the funds to appear in your bank account or on your credit card may vary depending on your bank or payment provider.

• Return requests for products that do not meet the applicable return conditions may be declined. In such cases, the product may be shipped back to the customer after we have contacted them.

• Nothing in this policy limits or excludes any mandatory consumer rights provided under applicable law.

My order arrived damaged or defective. What should I do?

If your order arrives damaged, broken, or defective, please contact us at shop@dotconceptstore.com as soon as reasonably possible after receiving your order.

To help us assess the issue more quickly, please include your order number, a brief description of the problem, and clear photographs showing the condition of the product.

Our team will review the situation and contact you regarding the available return, exchange, or other resolution options.

Your statutory rights regarding defective or non-conforming products remain unaffected.

I received a different product from the one I ordered. What should I do?

If you receive an item that is different from the product you ordered, please contact us at shop@dotconceptstore.com.

Kindly include your order number and a photograph of the product you received.

Our team will carry out the necessary checks and get back to you as soon as possible.

Are there variations in handmade products?

Yes. A significant portion of the products in our Dot Ceramics collection are individually hand-shaped or crafted on a pottery wheel.

Due to the nature of handmade production, slight variations in shape, dimensions, surface finish, color, glaze distribution, and texture may occur between individual pieces.

These variations are not considered manufacturing defects but rather a natural reflection of the handmade process and the unique character of each piece.

However, your statutory consumer rights remain fully protected in cases where a product has defects or issues that affect its intended use.