Refund policy

RETURNS, CANCELLATION AND RIGHT OF WITHDRAWAL

At ViraCasa we care that you are happy with your order. The terms below are drawn up in line with Turkish Law No. 6502 on Consumer Protection and the Distance Contracts Regulation.

1. Right of Withdrawal (14 Days)

You may withdraw from your order within 14 (fourteen) days of receiving the goods, without giving any reason and without paying a penalty.

Send your notice of withdrawal by email to info@viracasa.com or call 0544 665 17 80. Including your order number, full name and the items you wish to return speeds the process up.

2. Return Conditions

  • The item must be unused, unwashed and undamaged.
  • The original box, packaging, gift wrapping if any, and all parts must be complete.
  • For ceramic, porcelain and glass items, the original protective packaging must be used for the return shipment. Returns cannot be processed for items that break in transit because of inadequate packing.
  • The invoice or order details must be inside the parcel.

3. Return Shipping Cost

For returns under the right of withdrawal, ViraCasa covers the shipping cost. The return must be sent using the DHL return code we provide. If you choose a different courier, the shipping cost is payable by you.

4. Refund Period

Your payment is refunded within 14 (fourteen) days at the latest after your return request reaches us. The refund is made to the payment method used for the order:

  • Credit/debit card: the amount is passed to your bank the same day. How long it takes to appear on your card depends on your bank and can take 2–10 business days; this period is outside ViraCasa's control.
  • Bank transfer: paid to the IBAN you provide.

5. Damaged or Defective Goods

If your parcel shows crushing, tearing or water damage, ask the courier to record a damage report before you accept it, and do not take the parcel. Where a shipment is accepted without a report, the courier company's liability ends and a damage claim cannot be met.

If you open the parcel and find a broken or defective item, contact us within 48 hours of delivery with photos of the item and the packaging; we will replace it free of charge or refund you.

6. Where the Right of Withdrawal Does Not Apply

Under Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be used for:

  • items made to order or personalised with a name or design,
  • items whose protective packaging, tape or seal has been opened and which cannot be returned for hygiene reasons,
  • perishable goods,
  • items that have been used, broken or have lost their resaleable condition.

7. Order Cancellation

If your order has not yet been dispatched, you can contact us to cancel it free of charge and your payment is refunded in full. For orders already dispatched, the right-of-withdrawal procedure applies.

8. Return Address and Contact

Ayhan Ünlü (ViraCasa)
Merkez Mah. Sülün Sk. Sönmez Apt. No: 7, Flat 12, Güngören / ISTANBUL, Türkiye
Phone: 0544 665 17 80
Email: info@viracasa.com

Please always contact us before sending a return. Returns sent without notice cannot be processed.

9. Complaints and Applications

If your request is not resolved, you may apply to the Consumer Arbitration Committee or the Consumer Court in your area, within the monetary limits announced by the Turkish Ministry of Trade.