Returns & Exchanges
Last updated: 2 November 2026
Every piece we sell is made by hand in our workshop in Istanbul's Grand Bazaar, and we want whatever arrives at your door to be something you love. If you change your mind, or something isn't right, this page walks you through what to do. Your full rights and obligations are set out in the Distance Sales Agreement you accept when placing your order.
At a glance
- You can cancel within 14 days of delivery, without giving a reason.
- Once you've told us, you have 14 days to send the item back.
- We refund you within 14 days of receiving your cancellation notice, using the same payment method you paid with and at no extra cost to you.
- If you return the item with the carrier we nominate, we cover the return postage.
- Made-to-order and personalised pieces can't be returned for a change of mind, but your statutory rights for faulty items always apply.
Cancelling your order, step by step
- Let us know. Within 14 days of delivery, email info@bronzehome.com or call us on +90 532 768 37 77. Just give us your order number and tell us you'd like to cancel – there's no need to explain why. As long as your message reaches us before the 14 days are up, you're within time.
- Get the item ready. It should be unused, complete with all its parts and, where possible, in its original packaging. Brass and plated finishes can scratch in transit, so please pack it carefully. You're welcome to examine the item as you would in a shop, but under Turkish consumer law you're responsible for any wear or damage caused by handling it beyond that.
- Send it back. Return the item within 14 days of telling us you're cancelling. When we receive your cancellation, we'll tell you which carrier to use and how to send it. Returns sent this way are at our expense.
- Get your money back. We'll refund you within 14 days of receiving your cancellation notice, using the method you paid with. Here's how that works for each payment method.
How refunds are paid
| How you paid | How we refund you |
|---|---|
| Credit or debit card (iyzico) | Back to the card you paid with. How long it takes to show on your statement, and how instalment payments are reversed, depends on your bank. |
| International card, Apple Pay or Google Pay (Stripe) | Back to the card or wallet you paid with. Timing depends on your card issuer. |
| Bank transfer | By bank transfer to the account the payment came from. We'll ask you for the account holder's name and IBAN. |
| Cash on delivery (Türkiye only) | By bank transfer to an account in your name; we'll ask you for the IBAN. |
Items that can't be returned for a change of mind
Pieces made to your specification through the "Custom order request" option on a product page – for example engraved names or lettering, bespoke dimensions or a particular plating – are excluded from the right to cancel. This is a legal exception under Article 15(1)(b) of Türkiye's Distance Contracts Regulation: something made just for you can't be resold to anyone else.
That's why we reply to every custom request within 2 working days and agree the details with you first. We never charge anything extra without your approval. If a custom piece turns out to be faulty or damaged, your statutory rights described below apply in full. Standard catalogue items ordered without any personalisation can be cancelled in the usual way.
Damaged or faulty items
When your parcel arrives
If the parcel looks damaged, ask the courier to record the damage in a written report on the spot. This is the most reliable proof that the damage happened in transit, and it helps us put things right quickly.
When you unpack it
If you find damage, a missing part or a manufacturing fault, email info@bronzehome.com as soon as you can, with photos. A photo of the whole item, a close-up of the problem and one of the packaging – plus the courier's report if there is one – lets us assess it straight away.
Your rights
For faulty goods, your rights under Türkiye's Consumer Protection Law are fully preserved. You can choose to:
- cancel the contract, return the item and receive a full refund,
- keep the item with a price reduction proportionate to the fault,
- have it repaired free of charge, or
- have it replaced with a fault-free equivalent.
You won't pay any postage for sending a faulty item back or for receiving its replacement.
The marks of handmade work
Because each piece is shaped by hand, you may notice slight differences in size or tone from one piece to the next. These are part of the character of handmade work, not a fault.
Exchanges
We don't run a separate exchange process – an exchange is simply a cancellation followed by a new order. If you'd like a different item, size or finish:
- Cancel your original order using the steps above; we'll refund you once the item is back with us.
- Place a new order on our website for the piece you'd prefer. You don't need to wait for the refund before doing so.
Your new order will be prepared in our workshop within 7–10 working days before it's dispatched. If your item is faulty and you'd like a fault-free one instead, that's not an exchange but one of your statutory rights above – just get in touch.
Returns from outside Türkiye
The 14-day right to cancel applies to international deliveries too. Please email info@bronzehome.com before you send anything, and we'll arrange with you which courier to use and what customs paperwork is needed. Returns sent with the courier we nominate are at our expense. As with domestic returns, we refund you within 14 days of receiving your cancellation notice, using the method you paid with.
Get in touch
We're happy to help with any question:
- Email: info@bronzehome.com
- Phone: +90 532 768 37 77
- Address: Bronze Home Accessories - Mustafa Balıkcı, Çakmakçılar Yokuşu Sokak, Büyük Valide Han, 2. Kemer No: 31/17, Mercan Mahallesi, Fatih, Istanbul 34116, Türkiye
