Return & Refund Policy

Rainstep is not a mass-produced product.

Every unit is individually handcrafted using carefully selected natural materials.

Because each product is unique, minor differences in wood grain, color, texture, dimensions and handcrafted details are expected.

These characteristics are natural features of handmade craftsmanship and are not considered manufacturing defects or valid reasons for return.

Before requesting a return, customers are required to contact our support team.

Many issues can be resolved through:

• installation guidance
• technical support
• maintenance instructions
• replacement parts
• repair recommendations

Our goal is always to resolve the issue without requiring the product to be returned whenever reasonably possible.

Orders may be cancelled free of charge before production begins.

Once production has started, the order enters our handcrafted manufacturing process and cancellation may no longer be possible.

Orders that have already been shipped cannot be cancelled.

To be eligible for a return, the product must:

• be unused
• not be installed
• not have been connected to a water supply
• be free from damage caused by handling or installation
• be returned in its original packaging
• include all accessories, hardware and documentation

Products that do not meet these conditions may not qualify for a refund. Nothing in this section limits any mandatory rights provided by applicable consumer protection laws.

Returns will generally not be accepted for:

• normal variations in natural wood
• handcrafted cosmetic differences
• natural aging of wood
• color variations
• wood grain differences
• products showing signs of use
• products modified after delivery
• products damaged through improper installation
• products damaged by misuse
• products damaged by freezing, chemicals or excessive pressure
• products damaged through unauthorized repairs
• customized or personalized products

Customers should inspect both the packaging and the product immediately upon delivery.

If shipping damage is visible:

• photograph the package before opening
• retain all packaging materials
• notify both the carrier (where applicable) and Buluttasarim.com as soon as reasonably possible

Prompt reporting helps facilitate carrier investigations and claims.

If a manufacturing defect is suspected, customers should contact us with:

• order number
• photographs
• video (when appropriate)
• description of the issue

Each claim will be individually reviewed.

Where a valid claim is confirmed, Buluttasarim.com may, at its discretion and where appropriate:

• provide technical assistance
• provide replacement components
• repair the affected product
• replace the defective component
• replace the complete product
• issue a partial or full refund where repair or replacement is not a reasonable solution

The chosen remedy will depend on the nature of the issue and applicable consumer protection laws.

Rainstep has been designed as a modular product.

Whenever technically possible, Buluttasarim.com reserves the right to resolve warranty or quality issues by supplying replacement parts or repair solutions before authorizing return of the complete product.

This approach minimizes unnecessary transportation, reduces environmental impact and provides faster service to customers.

No product may be returned without prior written authorization from Buluttasarim.com.

Unauthorized returns may be refused or returned to the sender.

Unless the return is due to a confirmed manufacturing defect or where otherwise required by applicable law, the following are the responsibility of the customer:

• return shipping costs
• customs duties
• brokerage fees
• import taxes
• insurance costs
• local handling charges

Original customs duties, import taxes and government fees are generally non-refundable by Buluttasarim.com.

Customers should contact their local customs authority regarding any possible reimbursement procedures.

Approved refunds will be issued using the original payment method whenever possible.

Refund processing generally begins after:

• the returned product has been received
• inspection has been completed
• eligibility has been confirmed

Processing times may vary depending on banks and payment providers.

Buluttasarim.com reserves the right, where permitted by applicable law, to reduce the refund amount if the returned product:

• has been used
• has been installed
• is incomplete
• is damaged by the customer
• is returned without original accessories
• has diminished resale value due to handling beyond what is necessary to inspect the product

If a shipment is refused without a valid legal reason or returned because customs duties were not paid:

• original shipping charges will not be refunded
• return shipping costs may be deducted
• customs expenses may be deducted
• storage charges imposed by carriers may be deducted

Where the product cannot legally be returned to Türkiye, no refund may be available.

Buluttasarim.com shall not be responsible for delays or inability to process returns caused by events beyond its reasonable control, including:

• natural disasters
• war
• pandemics
• government restrictions
• customs actions
• transportation disruptions
• carrier strikes

Buluttasarim.com reserves the right to refuse refund requests involving suspected fraud, abuse, unauthorized product alterations or false claims, to the extent permitted by applicable law.

Nothing in this Return & Refund Policy excludes or limits any mandatory consumer rights that cannot legally be excluded under the laws applicable to the customer's purchase.

Where local consumer protection laws provide greater rights than this policy, those mandatory legal rights shall prevail.

Buluttasarim.com

Buluttasarim.com endeavors to keep replacement parts available for Rainstep products for a reasonable period after purchase. Availability of individual components may vary over time due to design improvements or product updates.

By purchasing a Rainstep product, the customer acknowledges that the product is individually handcrafted using natural materials, understands that minor cosmetic and aesthetic variations are inherent characteristics of handcrafted products, and accepts that such variations do not constitute manufacturing defects, product non-conformity or grounds for return.