General Principles and Scope
This Returns and Exchange Policy regulates the return and exchange conditions of garden furniture, outdoor seating sets, sun loungers, parasols, table-chair sets, rattan/wicker furniture, wooden garden sets, cushions, and outdoor accessories purchased through the outdooria.com.tr website (the "Site") operated by Emre Koçak - Outdooria (the "Company", "Seller"). The policy has been prepared in accordance with the provisions of the Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts.
Garden furniture products follow a different return process from standard cargo products due to their bulky, heavy, and palletized shipping nature. Our products are mostly delivered in large-sized boxes, pallets, or crate packaging, and preserving the packaging is of great importance during the return process as well.
All customers who shop through the Site may exercise their right of return and exchange under the conditions and procedures set forth in this policy. By completing your order, you are deemed to have accepted the provisions of this policy. Without prejudice to your legal rights, the Company undertakes to carry out return and exchange processes as quickly and smoothly as possible.
14-Day Right of Withdrawal
Under the Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, you have the right to return the garden furniture products purchased through the Site within 14 (fourteen) days from the date of receipt without providing any reason and without paying any penalty.
If the parts of a garden furniture set (e.g., sofa set + coffee table, table + chair set, dining group) are delivered piece by piece on different days, the 14-day withdrawal period begins from the date the last piece of the set is delivered to you. For products requiring assembly, the period also runs from the delivery date.
To exercise the right of withdrawal, it is sufficient to notify the Seller in writing at [email protected] within the 14-day period. Including your order number, the product(s) you wish to return, whether the product has been assembled, your reason for return, and photos of the original packaging will speed up the process.
Within 10 (ten) days from the date the withdrawal notification is sent to the Seller, the product must be dispatched — packaged appropriately for garden furniture — for delivery to the Seller. Due to the bulky nature of the product, the return is coordinated by the Seller's contracted logistics company.
Return Conditions
For garden furniture products to be returned, the following conditions must be met: The product must not have been used outdoors, must not have been assembled (or if assembled, must be disassembled to its original condition without damaging the packaging), must not be scratched, its paint/varnish must not be damaged, and its manufacturing tags must not have been removed.
The original packaging of the product (pallet, foam protectors, cardboard box, stretch film, corner protectors, and styrofoam/EPE molds) must be complete and undamaged. In garden furniture, packaging is the most critical element that protects the product from damage during transport; therefore, products whose original packaging has been discarded or damaged cannot be accepted for return.
The following must be sent in full together with the product to be returned: the original invoice, assembly instructions, assembly keys/screws, bolt sets, cushion covers, protective covers, and any gift/promotional items (parasol cap, cushion set, maintenance product, etc.).
The right of withdrawal cannot be exercised and returns will not be accepted for the following products and situations: (a) Garden furniture custom-produced according to the customer's dimensions, color, fabric, wood type, or weaving pattern (pergolas made to measure, specially woven cushions, awnings cut to size, etc.); (b) Products that have been assembled and installed and cannot be restored to their original state if disassembled; (c) Products that have been used outdoors and have come into contact with rain, sun, soil, or moisture; (d) Textile products such as cushions and covers whose hygiene packaging has been opened.
For products whose return is accepted, if there is a loss of value due to the Buyer's use (scratches, dents, disassembled packaging, lost screws, etc.), this loss of value may be deducted from the refund amount depending on the nature of the product. Opening the product only for inspection and control purposes (e.g., taking the product out of the box for color/quality check) is not considered a loss of value.
Return Process and Steps
Due to the bulky nature of garden furniture products, the return process is organized through the Seller's contracted logistics company, unlike standard cargo products. Please follow the steps below before sending the product on your own initiative.
Step 1 — Create Request: Send an email to [email protected] containing your order number, the product(s) you wish to return, the assembly status of the product (assembled/unassembled), your reason for return, and photos showing the current state of the product (original packaging, condition of the pallet, damage if any, etc.). You can also create a return request from the "My Orders" section of your membership account.
Step 2 — Preliminary Review: Our customer service team conducts a preliminary assessment of the product's compliance with the return conditions based on the photos and information you have sent. If approved, the contracted transport company, appointment day, and return code will be notified to you.
Step 3 — Packaging: The garden furniture must be repacked in the original packaging arrangement in which you received it (foam, corner protectors, styrofoam, cardboard box, stretch film, and pallet). Cushions, pillows, and textile parts should be in separate bags; bolts, screws, and assembly apparatus should be sent with the product in their original bags.
Step 4 — Transport/Pickup: The contracted transport company picks up the product from your door on the appointment date. Please carry the product to the entrance floor of your building or to a suitable point where the vehicle can approach; floor carrying and stair carrying services are not included in the standard return process.
Step 5 — Inspection and Refund: When the product reaches the Seller's warehouse at Karacakaya Cad. No:83 Siteler/Ankara/Türkiye, its compliance with the return conditions is checked in detail (packaging, scratches, missing parts, paint/varnish condition, etc.). If found suitable, your return is approved and the refund amount is returned to your payment method.
Refund of Return Amount and Periods
If you exercise your right of withdrawal within the legal period and in accordance with the procedure, the refund will be returned to you within 14 (fourteen) days from the date the product arrives at the Seller's warehouse (Karacakaya Cad. No:83 Siteler/Ankara) and is inspected, in accordance with the payment method you used at the time of purchase.
Due to the bulky nature of garden furniture, transport times may be longer compared to standard cargo. The arrival of the product at the warehouse and completion of the physical inspection (packaging, number of parts, surface condition, cushion/textile check) may take several business days. The 14-day legal refund period starts after the inspection process.
For payments made by credit card, the refund amount is refunded by the Seller to the relevant bank in a single payment. The reflection of the refund amount on your card account by the bank may take 2 to 10 business days depending on the bank's internal operations. This period is not under the control of the Seller.
For payments made via bank transfer/EFT, the refund amount is made to the bank account notified by the Buyer. The IBAN, full name of the account holder, and bank information must be notified completely and accurately. In installment purchases, the refund amount is refunded to your bank as a lump sum; your bank may reflect the refund amount on your card account monthly in the number of installments.
In the exercise of the right of withdrawal, the transport costs for returning the garden furniture are borne by the Buyer under Article 13 of the Regulation on Distance Contracts and may be deducted from the refund amount. If a deduction is applied, the amount to be deducted is clearly notified to the Buyer upon return approval.
Product Exchange
If the garden furniture you purchased does not meet your expectations in terms of color tone, fabric texture, wood grain, dimensions, or model, you may request an exchange within 14 (fourteen) days from the date of delivery. Exchange requests are only accepted for products that meet the return conditions (unused, unassembled, in original packaging, undamaged).
For exchange requests, you must send an email to [email protected] containing your order number, the product you wish to exchange, and the information on the new model, color, fabric, or dimensions you request. For color and fabric changes in outdoor furniture, we recommend that you also include a current photo of the product and an image of the new option you want, if possible.
Since garden furniture is made from natural materials (teak, acacia, iroko, rattan, woven fiber, cast aluminum, polywood, etc.), differences in color tone, grain pattern, and texture may be observed even in products of the same model, and these are considered natural and not evaluated as grounds for exchange. Such natural differences are not considered defects in the product.
If the product requested for exchange (different color, different size, different model) is not in stock, the process is completed as a return and a refund appropriate to your payment method is made. If the price of the newly selected product is higher than the first order, the difference is paid by the Buyer; if lower, the difference is refunded to the Buyer.
Exchange transport costs are entirely borne by the Seller in cases of defective products, incorrect shipments, or production-related differences. In exchange requests arising from the Buyer's change of preference (dissatisfaction, color change, size change, etc.), the round-trip transport costs calculated according to the volume and weight of the product are borne by the Buyer.
Defective Products and Damaged Delivery
If you detect in the garden furniture product delivered to you a manufacturing defect (broken weld, crack in the wood, missing part, missing bolt/screw, broken weave, cushion stitching error, paint runs, etc.), shipping damage, wrong model/color shipment, or deviation from advertised features (dimension difference, material difference, etc.), you may exercise your optional rights under Article 11 of the Turkish Consumer Protection Law No. 6502: Withdrawal from the contract, requesting the replacement with a non-defective equivalent, requesting a price reduction in proportion to the defect, or requesting free repair.
If you detect during cargo/transport delivery that the pallet, box corners, or packaging are dented, torn, punctured, or wet; definitely do not accept the product before or be sure to have the cargo/transport officer issue a "damage report" upon acceptance. If possible, open the package and check the product at the time of delivery. The Seller cannot be held liable for damaged shipments accepted without a report.
If you notice a production-related problem such as missing bolts, wrong drill holes, short/long parts, or mismatched parts during the assembly of the garden furniture, stop the assembly and immediately inform [email protected]. Be sure to include in your notification the order number, clear photos showing the defect/damage (preferably video), a detailed description of the defect, and the cargo damage report, if any.
For products confirmed to be defective, the Seller applies the most appropriate option according to the nature of the problem: free shipment of the missing part, replacement of the defective part, complete replacement of the product with a non-defective equivalent, free repair, or return. In this case, all transport, return, exchange, and repair costs are borne by the Seller.
Important Note: Garden furniture is designed by its nature to be used outdoors. However, deformations resulting from incorrect installation, misuse, use of unsuitable cleaning products, leaving without a protective cover in winter months, or exposure to extreme weather conditions (storm, hail, long-term humidity) without protection caused by our customer are not considered defective goods.
Return Transport and Logistics Costs
Garden furniture products are returned not via standard cargo companies but via heavy cargo/logistics companies contracted by the Seller, due to their volume, weight, and palletized transport requirement. The Seller cannot be held liable for any damage or loss that may occur in returns that the Buyer sends by cargo on their own initiative, as there is no transport assurance.
For returns arising from the exercise of the right of withdrawal, round-trip transport fees calculated according to the volume and weight of the product and the distance between the delivery address and Ankara/Siteler address are borne by the Buyer under Article 13 of the Regulation on Distance Contracts. The transport amount is clearly notified to the Buyer upon return approval and may be deducted from the refund amount.
For returns and exchanges due to defective products, transport damage, wrong model/color shipment, missing parts, manufacturing defects, or other errors caused by the Seller, all transport, carriage, storage, and floor delivery costs are borne by the Seller. In such cases, no logistics fees are requested from the Buyer.
Return organization for large-volume products (garden dining group, pergola, swing, large parasol, L-sofa, etc.) may take 3 to 7 business days so that suitable vehicles, pallets, and personnel can be provided. The Seller coordinates the appointment date with the Buyer in advance.
Additional services such as floor delivery, stair carrying, and dismantling assembly in the garden/terrace are not included in the standard return process. If such additional services are required, the Buyer may receive service in return for an additional fee by agreeing in advance with the Seller, or is obliged to carry the product to the entrance of the building themselves.
Contact and Support
For your garden furniture return and exchange processes, assembly issues, missing part requests, shipping damage notifications, and any other questions, you can reach our customer service team through the following channels. After contacting us, a personalized return plan is created for you to ensure seamless management of bulky product return processes.
Company Name: Emre Koçak - Outdooria — Address: Karacakaya Cad. No:83 Siteler/Ankara/Türkiye — Website: outdooria.com.tr — Email: [email protected]
Regarding product care and extending its lifespan: You can significantly extend the lifespan of your teak and hardwood furniture by applying teak oil at the beginning of the season, cleaning your rattan woven products with a soft brush and soapy water, and wiping your aluminum and metal products with a dry cloth. We recommend using protective covers in winter months and storing cushion/textile products in a dry area.
Your legal rights as a consumer in return and exchange processes are reserved. In disputes that you cannot resolve with the Seller, you may apply to the Consumer Arbitration Committee or Consumer Court at your location within the monetary limits determined annually by the Ministry of Trade under the Turkish Consumer Protection Law No. 6502.
The Company reserves the right to update this Returns and Exchange Policy at any time. The current policy takes effect from the date it is published on the Site. It is the responsibility of our customers to follow the current policy.