RETURN & EXCHANGE POLICY 

Brand: DAFWAY
Company: Hasan Yaman Foreign Trade (Sole Proprietorship)
Website: www.dafway.com
Email: info@dafway.com

This Return & Exchange Policy explains the conditions under which customers may return or exchange products purchased from our website. By placing an order with Dafway, you acknowledge and accept the terms outlined below.

1. Eligibility for Returns

You may request a return within 14 days from the date the product is delivered to you.

To initiate a return, you must send your request to us in writing via email (info@dafway.com) or through our website contact form.

Returned items must be:

• Unused

• Undamaged

• In resellable condition

• Returned with original packaging

After the product arrives at our facility, it undergoes an inspection process (1–3 business days).

If the product shows signs of use, damage, or modifications caused by the customer, the return may be rejected.

2. Products Not Eligible for Return

The following products cannot be returned:

a) Personalized or Customized Products

Items produced based on the customer’s preferences, including:

• Custom sizes

• Engravings / logos

• Custom colors

• Special carvings or modifications

• Any made-to-order product

These are excluded from return rights due to their customized nature.

b) Hygiene-Sensitive Products

Items that lose resale suitability once used, such as those with food-contact surfaces that have been damaged, scratched, or altered.

c) Natural Wood Characteristics

Wood is a natural material, and variations may occur. The following are not considered defects:

• Grain variations

• Color differences

• Natural pattern transitions

• Texture differences

• Minor surface or hairline cracks

• Natural joints or growth marks

These are inherent properties of real wood and cannot be used as grounds for returns or complaints.

Only manufacturing defects are eligible for return or replacement.

3. Exchanges

Exchanges may be offered depending on stock availability.

If an exchange is not possible, a refund will be issued in accordance with the return conditions.

For customized products, exchanges are only possible in cases of manufacturing defects.

4. Refund Process

Once your returned item is received and approved:

• Refunds are issued within 14 days

• Refunds are made using the original payment method

• Bank processing times may require 3–7 business days for the refund to appear in your account

Shipping fees are non-refundable, except in cases where the return is due to a confirmed manufacturing defect.

5. Return Shipping Costs

• Return shipping costs are generally the responsibility of the customer.

• If the return is due to a manufacturing defect, we will reimburse or cover the return shipping fee.

6. Damaged or Incorrect Products

If your order arrives damaged or incorrect:

You must immediately:

1. Request a Damage Report from the courier,

2. Not accept the package until the report is completed,

3. Contact us with photos and documentation.

Packages that are accepted without a damage report may not qualify for free replacement.

7. Lost Packages & Delivery Issues

If the courier loses the package or the shipment does not arrive within the expected time frame:

• Dafway will assist in launching an investigation with the courier

• Replacement or refund decisions will be made based on the investigation outcome

8. Contact Information

For all return, exchange, or support requests:

📧 info@dafway.com
🌐 www.dafway.com