Exchange & Return Policy

This policy has been created to protect the customer’s rights, while taking into consideration the nature of furniture products, which may be ready-made or custom-made specifically for the customer.

2.1. Products Eligible for Return or Exchange

  • Return or exchange requests for ready-made products can be submitted within 14 days from the date of receipt, provided that the product is in its original condition and has not been used or damaged.
  • All accessories and attached parts must be included, and the product must be suitable for resale.
  • The customer shall bear the shipping or transportation cost in cases of return or exchange for reasons not related to a manufacturing defect or an error by the store.

2.2. Non-Returnable Products

  • Products made to order, produced in special sizes, selected fabric colors, or customized based on the customer’s request.
  • Products that have been installed, used, or damaged due to misuse or transportation by the customer.
  • Products purchased as part of clearance offers or special discounts clearly stated as final sale, except in cases of a proven manufacturing defect.
  • Products whose original condition has been changed or whose packaging has been removed in a way that affects their resale possibility.

2.3. Defects or Order Errors

  • If the customer receives a product different from the confirmed order, the store will be responsible for resolving the issue after reviewing the order details and photos.
  • If a manufacturing defect is proven, the product will be repaired, replaced, or refunded according to the product’s condition and Hayz team’s evaluation.
  • Clear photos and a description of the issue must be sent within no more than 48 hours from discovering the defect.

2.4. How to Request a Return or Exchange

  • The customer contacts customer service through the official channels and provides the order number and reason for the request.
  • Photos and a short video showing the product’s condition may be required when needed.
  • The Hayz team reviews the request and responds to the customer with approval, rejection, or a request for additional information.
  • If the return request is approved, the product pickup method and refund process will be arranged according to the payment and refund policy.