RETURNS AND CANCELLATIONS

Return

*How long does it take to return my order?

You can return furniture products that you want to return for any reason within 14 days, and other products within 30 days if they meet the return conditions.

*How do I return my order?

You can request a refund for your order from the My Account>My Orders page. If you wish, you can send an e-mail to info@soupente.com stating your order number, relevant product code and reason for return, or you can call Soupente Customer Services at 0216 366 89 49 to inform them of your refund request.

We kindly ask you to pack the product you wish to return in its original box or packaging, along with the accompanying documents and all accessories, in a manner that is as strong and undamaged as possible. Sending the box back with the protective materials inside will ensure that the products reach us safely.

The Soupente Team will pick up large-sized furniture that requires special delivery from your address. Soupente Customer Services will inform you about the timing.

To receive the return of other products, PTT Cargo will call you. You can deliver the package to the PTT Cargo officer who comes to your address and send it to us with cash on delivery. The shipping fee for the product you want to return is covered by Soupente. However, you must comply with the conditions described above to benefit from this service.

If you wish, you can also deliver the product you want to return to a PTT branch yourself. You must submit your return request to us. You can request a return for your order from the My Account>My Orders page. You must send an e-mail to info@soupente.com stating your order number, relevant product code and reason for return, or call Soupente Customer Services at 0216 366 89 49 to notify us of your return request.

*Cost-paid shipments made with other cargo companies are not accepted.

**If the product you want to return is faulty, do not forget to send an information note about the fault. The product is examined by experts based on the note you provided. If the product for which the exchange approval is given is in stock, a one-to-one exchange is made. Products that are not in stock will be returned and a refund will be made.

Note on corporate orders: If the invoice for the product you are returning is issued in the name of a company, you must send your return with the return invoice issued by your company, excluding the shipping fee (product unit price + VAT).

Your refund requests can only be met by soupente.com, please inform us about your requests to info@soupente.com or 0216 366 89 49!

*What should I do if the product I purchased is faulty or damaged?

You can exchange or return defective or damaged furniture products within 14 days, and other products within 30 days, if any, with the same product. To submit your return request, you can send an e-mail to info@soupente.com stating your order number, relevant product code and reason for return, or call Soupente Customer Services at 0216 366 89 49. You must send the product with its original box, original packaging, accompanying documents and all accessories.

If you request a customization such as color selection or size change for your product, it is not possible to exercise the right of withdrawal in contracts regarding products prepared as special orders.

*What should I do if there are missing or different products in my order?

If there is a missing or different product in your order, you can send an e-mail to info@soupente.com with your order number and the missing or different product codes or you can call Soupente Customer Services at 0216 366 89 49 and report the situation. If the unsent product is available in stock, it will be sent to you, otherwise a refund will be made. In case of products sent differently, the product will be returned. If the product is available in stock, it will be sent to you, otherwise a refund will be made for the relevant product.

*How long does it take to get a response to my return request?

After the returned product reaches us, we will examine it within 2 business days at the latest. If it is determined that it meets all conditions, the return process will be initiated within 1 business day. You can track your return request from the My Account>My Orders page. *How do I return only one of the products in my order? If you only want to return one product from your order, you can do so as described in the “How do I return my order?” section.

*When will my refund be refunded to my credit card?

For payments made by credit card, the product amount* will be refunded to your credit card within 7 business days at the latest after your return request is approved**. Depending on your bank, it may take a few days for the refund amount to be reflected on your credit card.

* The shipping costs of the product you wish to return for any reason will be covered by us.

**The approval process for returns is completed within 2 business days at the latest from the date the products reach us.

*How will I get a refund for my purchases made in installments?

We would like to state that the refund of purchases made in installments with a credit card will be made in installments by your bank and that Soupente has no intervention in this situation. Due to the refund, the blockage on your limit due to your order will be lifted and will return to its previous state. Your installment payments will continue to be reflected as “-”, but since the relevant installment amount is also reflected on your statement as “+” by the bank every month, you will not have made an installment payment.

Cancellation (Withdrawal)

*What is the difference between cancellation and refund?

CANCEL: You have decided to purchase a product and sent us your purchase request. However, before your order has been placed for delivery, you change your mind and request a cancellation. This is an order cancellation.

RETURN: You have decided to purchase a product and sent us your purchase request. You later change your mind, if the product you ordered has been placed for delivery, you can no longer cancel that order. A return request must be made for these products.

You can track your order from My Account>My Orders page.

*How can I cancel my order?

You can send an e-mail to info@soupente.com stating your order number, relevant product code and reason for cancellation, or you can call Soupente Customer Services at 0216 366 89 49 to notify them of your cancellation request. If the product you ordered has been given for delivery, you cannot cancel that order anymore. A return request must be made for these products.

*If I cancel my order, when will the amount be refunded to my credit card?

For payments made by credit card, the product amount* will be refunded to your credit card within 7 business days at the latest after your return request is approved**. Depending on your bank, it may take a few days for the refund amount to be reflected on your credit card.

*How will I get a refund for my purchases made in installments?

We would like to state that the refund of purchases made in installments with a credit card will be made in installments by your bank and that Soupente has no intervention in this situation. Due to the refund, the blockage on your limit due to your order will be lifted and will return to its previous state. Your installment payments will continue to be reflected as “-”, but since the relevant installment amount is also reflected on your statement as “+” by the bank every month, you will not have made an installment payment.