Return and Cancellation
Return
*How long does it take to return my order?
You can return the furniture products you want to return for any reason within 14 days, and the other products within 30 days if they comply with 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 call 0216 366 89 49 Soupente Customer Services and submit your return request.
We request that you pack the product you want to return in its original box or packaging, together with the accompanying documents and all accessories, in a way that is as durable and resistant to damage as possible. Sending the box back with the protective materials inside will ensure that the products reach us safely.
Soupente Team delivers large-sized furniture that requires special delivery to your address, Soupente Customer Services will inform you about the timing.
PTT Cargo will call you to receive the return of other products. You can deliver the package to the PTT Cargo officer coming to your address and send it to us with a counter payment. The shipping fee for the product you want to return is covered by Soupente. However, in order to benefit from this service, you must comply with the conditions described above.
If you wish, you can deliver the product you want to return to the PTT branch yourself. You must send your return request to us. You can request a refund for your order from the My Account>My Orders page. You must submit your return request by sending an e-mail to info@soupente.com stating your order number, relevant product code and reason for return, or by calling Soupente Customer Services at 0216 366 89 49.
*Postpaid shipments made with other cargo companies are not accepted.
**If the product you want to return is defective, do not forget to send an information note about the malfunction. The product is examined by experts based on the rating you specify. If the product for which exchange approval is given is in stock, an exact exchange is made. Products that are not in stock will be returned and a refund will be given.
Note on corporate orders: If the invoice for the product you are returning is issued in the name of the company, you must send your return with the return invoice that your company will issue without including the shipping fee (product unit price + VAT).
Your refund requests can only be met by soupente.com. Please report your requests to info@soupente.com or to 0216 366 89 49!
*What should I do if the product I purchased is defective or damaged?
You can replace or return defective or damaged furniture products with the same product, if any, within 14 days and your other products within 30 days. . 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.
*What should I do if there is a missing or different product in my order?
If there is a missing or different product in your order, you can send an e-mail containing your order number and the missing or different product codes to info@soupente.com or call Soupente Customer Services at 0216 366 89 49 and report the situation. If the undelivered product is in stock, it will be sent to you, otherwise a refund will be made. For products sent differently, the product will be refunded. If the product is in stock, it will be sent to you; otherwise, the price of the relevant product will be refunded.
*How long does it take to receive a response to my return request?
The returned product will be examined by us within 2 business days after it reaches us. If it is determined that all conditions are met, the refund processing period will start within 1 business day. You can track your return request from the My Account>My Orders page. *How can I return only one of the products in my order? If you want to return only one product from your order, click "How will I return my order?" You can perform your operation as described in the section.
*When will my refund be paid 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 refund request is approved**. Depending on your bank, it may take a few days for the refund amount to appear on your credit card.
* The shipping cost of the product you want to return for any reason is covered by us.
**The approval process for returns is completed within 2 business days after the products reach us.
*How will I be refunded for my purchases made in installments?
We would like to point out that the refund of purchases made in installments by credit card will be made by your bank in installments, and Soupente has no intervention in this situation. Due to the refund, the blockage in your limit due to your order will be removed and it will return to its previous state. Your installment payments will continue to be reflected as "-", but since the relevant installment amount is reflected on your statement as "+" by the bank every month, you will not have to make any installment payments.
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, you changed your mind and requested cancellation before your order was placed for delivery. This is order cancellation.
RETURN: You have decided to purchase a product and sent us your purchase request. If you later changed your mind, you can no longer cancel that order if the product you ordered has been placed for delivery. A return request must be made for these products.
You can track your order on the 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 call 0216 366 89 49 Soupente Customer Services to report your cancellation request. 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.
*When I cancel my order, when will the price be paid 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 refund request is approved**. Depending on your bank, it may take a few days for the refund amount to appear on your credit card.
*How will I be refunded for my purchases made in installments?
We would like to point out that the refund of purchases made in installments by credit card will be made by your bank in installments, and Soupente has no intervention in this situation. Due to the refund, the blockage in your limit due to your order will be removed and it will return to its previous state. Your installment payments will continue to be reflected as "-", but since the relevant installment amount is reflected on your statement as "+" by the bank every month, you will not have to make any installment payments.