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Cancellation, Returns & Refunds Policy



1. Scope & Your Statutory Rights


This policy governs cancellations, returns, and refunds for all orders placed with justhang. It is written to meet the consumer-protection requirements of the European Union, the United States, and Türkiye. Nothing in this policy limits any mandatory statutory right you may have in your country of residence.

Legal basis — EU: Directive 2011/83/EU (Consumer Rights Directive). US: FTC Act §5 (15 U.S.C. §45) and the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435). Türkiye: Law No. 6502 on Consumer Protection (Art. 48) and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği).


2. Cancelling Before Dispatch


You may cancel your order free of charge within 12 hours of placing it, provided production has not yet begun, by emailing [email protected]. Because each piece is made to order, cancellations after this window may not be possible once production has started.


3. Right to Return / Right of Withdrawal (14 days)


For non-custom items, you may return your order within 14 days of the day you (or a third party you nominate) receive the goods, without giving any reason. To exercise this right, notify us by a clear statement (email, telephone, or post) before the 14-day period expires. You may use the model withdrawal form in Section 10, but it is not obligatory.

Legal basis — EU: CRD Art. 9 (14-day right of withdrawal). Türkiye: Distance Contracts Regulation Art. 9 (14-day cayma hakkı). US: no federal mandatory return right; this 14-day window is justhang's contractual policy, disclosed in line with FTC requirements.


4. Returning the Goods & Who Pays Return Shipping


After you notify us, we will confirm the return address. You must send the goods back without undue delay and, in any event, within 14 days of your notice.

General rule (US & EU customers): For change-of-mind returns, return shipping costs and any customs, import, or duty charges arising on the return are paid by the buyer. (Our DDP / duties-paid arrangement covers outbound delivery to you only; it does not cover return shipments.)
Customers in Türkiye: For the statutory right of withdrawal (cayma hakkı), justhang covers the return shipping cost. You will not be charged return shipping when you use the carrier we designate; if no carrier is designated, or the designated carrier does not serve your area, we arrange and pay for the return.
All customers: If the item is faulty, damaged, or incorrect, justhang pays all return costs in full (see Section 7).

Legal basis —EU: CRD Art. 14(1) — the consumer bears the direct cost of returning the goods only where the trader has informed them of this in advance, which this clause does. US: return-cost allocation is contractual and disclosed here. Türkiye: Distance Contracts Regulation, as amended 24.05.2025 and in force 01.01.2026 — for the right of withdrawal the consumer cannot be charged return shipping; the seller bears it (former Art. 13/3 repealed).


5. Condition of Returned Goods


You may handle and inspect the item only as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Items must be returned unused, in their original condition and packaging, together with the invoice.

Legal basis — EU: CRD Art. 14(2). Türkiye: Distance Contracts Regulation Art. 13.


6. Refunds


Once we receive and inspect the returned item, we will refund your original payment method without undue delay and within 14 days at the latest. We may withhold the refund until we have received the goods back, or you have supplied proof of return, whichever is earlier. Where required by applicable law, the standard (least expensive) outbound delivery cost is refunded; return shipping is not refunded for change-of-mind returns.

Legal basis — EU: CRD Art. 13 (refund within 14 days; trader may withhold until goods received or proof of return). Türkiye: Distance Contracts Regulation Art. 12 (refund within 14 days). US: FTC Mail/Internet/Telephone Order Rule (timely refunds).


7. Faulty, Damaged, or Incorrect Items


If your item arrives faulty, damaged, or is not what you ordered, please contact us within a reasonable time of discovering the issue, with photos where possible. We cover all costs in full — including return shipping — and will repair, replace, or refund the item in line with your statutory rights. On delivery, please inspect the outer packaging; if it is visibly crushed, torn, or damaged, note this with the courier or, where possible, refuse the parcel.

Legal basis — EU: Directive (EU) 2019/771 on the sale of goods (conformity and remedies). US: state implied-warranty law and the Magnuson–Moss Warranty Act (15 U.S.C. §2301 et seq.). Türkiye: Law No. 6502 Art. 8–11 (ayıplı mal / defective goods).


8. Exchanges


For non-custom items, you may request an exchange within 14 days of delivery. Within the first 12 hours, the fastest route is to cancel and place a new order. After that window, the return-shipping terms in Section 4 apply, and your replacement piece is made to order, with a production and dispatch time of 7–10 business days.


9. Custom & Personalized Orders (No Right of Withdrawal)


Pieces made to your specifications — including custom size, color, or design — are produced personally for you and are exempt from the 14-day right of return / withdrawal. This exemption does not apply to faulty, damaged, or incorrect items, which are always covered under Section 7.

Legal basis — EU: CRD Art. 16(c). Türkiye: Distance Contracts Regulation Art. 15 (kişiye özel üretim). US: consistent with justhang's disclosed policy.


10. Model Withdrawal Form (optional)


Complete and return this form only if you wish to withdraw from the contract. It is provided for convenience and is not obligatory.

To: Elif Akman İnan — Güzelyurt Mah. Çınar Sk. Hisar Evleri Koop. B Blok No: 4, Apt. 9, Merkez/Nevşehir, Türkiye — [email protected]
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on / received on: __________________________
Order number: __________________________
Name of consumer(s): __________________________
Address of consumer(s): __________________________
Signature (only if this form is submitted on paper): __________________________
Date: __________________________


11. Seller Details


Trading name: justhang
Seller: Elif Akman İnan
Address: Güzelyurt Mah. Çınar Sk. Hisar Evleri Koop. B Blok No: 4, Apt. 9, Merkez/Nevşehir, Türkiye
Phone: +90 545 585 49 96

Applicable worldwide. Where mandatory local consumer law grants you greater rights, those rights prevail over this policy.