About the piece you are buying.

The essential characteristics of the ordered goods/services — type, brand/model, colour, dimensions, material, country of manufacture — are stated in detail on the product detail page and in your order summary.

We do everything in our power to ensure colour accuracy in product imagery; nevertheless small variations may occur depending on your screen settings. For materials such as natural stone, the veining of each piece is unique to itself; this is not a fault of the product — it is the consequence of Graffe’s material philosophy. By visiting our showrooms you may examine the product in hand.

Beyond the technical specifications and dimensions stated on the product detail page, the SELLER undertakes no additional commitment.

How much?

All listed product prices are in Turkish Lira, inclusive of VAT (20%). Shipping and other additional service charges (if any) are shown separately during the payment step.

The total amount, including all taxes and additional fees, is confirmed in writing to the BUYER as a net figure on the final step of the “Complete Order” page. No price change is made after order confirmation.

How to pay?

• Credit/Debit card — 3D Secure protected processing. Instalment options offered by your bank are shown automatically at the payment step. Your payment information is not stored by the SELLER; it is processed through our PCI-DSS compliant payment infrastructure [iyzico/other].
• Bank transfer / EFT — bank details are stated in the order confirmation email upon order approval. Until the amount reaches the SELLER’s account, the order remains in “Payment pending” status. Orders for which payment is not received within 7 days are automatically cancelled.
• Cash on delivery — subject to basket limit and delivery region; eligibility is checked at the payment step.

When at your door?

For items in stock, the average delivery time is [2–6 business days]. For specially-procured items (e.g. made-to-measure washbasin, bespoke PVD colour coating), the estimated preparation time is [4–6 weeks]; this is stated separately on the product page and in the order confirmation.

Per legislation, the delivery time may not in any case exceed 30 (thirty) days; should delivery not be made within this period, the BUYER has the right to terminate the Contract.

5.1 — Shipping & transport

Delivery is by our contracted couriers ([Aras / Yurtiçi / MNG]). Insured shipping is included; bespoke packaging is part of Graffe’s standard service. Shipping fees appear at the payment step.

5.2 — Delivery conditions

At the moment of receipt the BUYER is obliged to inspect the product and, in the case of visible damage or shortage, to have a record drawn up with the courier officer. Otherwise the SELLER’s liability ceases.

14 days, no reason, no penalty.

From the date on which the BUYER, or the third party indicated by the BUYER, takes delivery of the product, the BUYER has the right to withdraw from the Contract within 14 (fourteen) days without giving any reason and without paying any penalty.

6.1 — Exercising the right of withdrawal

Notification within the withdrawal period may be made by one of the following methods:

• Written notice to info@graffe.com.tr
• My Account → My Orders → “Return Request” form
• The sample withdrawal form included in the appendix of the Distance Sales Regulation

6.2 — Refund

The SELLER refunds all payments within 14 (fourteen) days from the date the withdrawal notice reaches it, in a manner compatible with the BUYER’s payment method. Credit card refunds are subject to the processing time of the issuing bank (typically 3–10 business days).

6.3 — Return shipping

Per legislation, the SELLER provides a free return shipping option. Returns made via the SELLER’s contracted couriers are free of charge; should the BUYER prefer a different courier, return shipping is at the BUYER’s expense.

For which products does it not apply?

Pursuant to Article 15 of the Distance Sales Regulation, the right of withdrawal cannot be exercised in the following cases:

• Products prepared in line with the consumer’s requests or personal needs — made-to-measure washbasins, bespoke PVD colour coatings procured upon customer request, pieces with personalised engraving or branding.
• Products whose protective elements such as packaging, tape, seal or wrapping have been opened after delivery, the return of which is unsuitable on grounds of health and hygiene.
• Products that, after delivery, become mixed with other products such that they cannot be separated by their nature.
• Services performed instantaneously in electronic media or intangible goods delivered to the consumer instantaneously.

If something goes wrong.

For any issue you encounter you may first reach us through the channels below; applications are answered within 3 business days:

• info@graffe.com.tr
• [Customer service telephone] (weekdays 10:00 — 19:00)
• My Account → “Contact Us” form

Legal recourse.

For disputes within the monetary thresholds announced annually by the Ministry of Trade, the Consumer Arbitration Boards have jurisdiction; for disputes exceeding these thresholds, the Consumer Courts have jurisdiction. Applications may be made to the competent authority at the BUYER’s place of residence or at the SELLER’s place of residence.

The monetary thresholds for 2026 are announced in the current circular of the Ministry of Trade.

Form & contract integrity.

This Pre-Sale Information Form is an integral part of the Distance Sales Contract to be concluded upon the BUYER’s order confirmation. Order confirmation constitutes evidence that both this form and the contract have been read and accepted.

The SELLER reserves the right to update the information in this form in line with legislative changes or commercial conditions. Updates take effect on the date they are published on this page; the form version in force on the order date remains binding for that order.

— This form is presented to you pursuant to Article 5 of the Distance Sales Regulation.