What is your return/exchange policy?
Standard products that are not custom-made can be returned unconditionally within 14 (fourteen) days. You can find detailed information about returns, exchanges, and exceptional cases where the right of withdrawal cannot be exercised in the distance sales agreement.
1. What should I do if the products are delivered damaged?
All our completed products are carefully packaged and prepared for shipment and delivered to the specified address reliably. However, if an accident occurs despite this, please notify the damage to the shipping team and send a photo of the damage to firstname.lastname@example.org. Damage notifications regarding delivered products must be made within 48 hours.
2. Do you provide repair services?
We take responsibility for providing repair services for products in case of problems arising from production, provided that they are used in accordance with the maintenance and cleaning instructions.
3. How can I clean my product?
Each product group has a cleaning and care guide. You can access the Cleaning and Care Guide for the relevant product on www.lagu.shop from the product page.
4. What is the warranty for the products?
The products are covered by the legal warranty for a period of 2 (two) years as long as they are used correctly, under suitable conditions, and maintained. Our products are also covered by extended lagu warranty for up to 5 (five) years.
EXCHANGE AND RETURN PROCESS
You can exchange or return any product that is not custom-made and not installed.
5. Within how many days can I exchange or return the product?
Standard products that are not custom-made can be returned unconditionally within 14 (fourteen) days.
If you have purchased the product through the LAGU website, you can return it free of charge within 14 (fourteen) days from the day you received it by contacting LAGU. If the product does not meet the return conditions, it can be returned to your address.
To be able to accept the return within the right of withdrawal, the purchased product must be in its original box, without damaging the packaging, along with its invoice, all complementary accessories, and intact and complete.
The following conditions must be observed to fulfill the return and exchange conditions:
Custom-made models produced according to your preferences, such as different fabric upholstery, leg color, size, corner orientation, cannot be exchanged or returned.
Returns for products that do not fit the dimensions of your space are not accepted. Therefore, please pay attention to the dimensions of the product before making a purchase, ensuring it can be transported to your building, fit in your room, and pass through your door.
The following products are not eligible for the right of withdrawal:
Products that cannot be returned due to their nature are not eligible for returns.
Returns must be made with the original box or packaging.
Products that have been tampered with (e.g., taped with packing tape, labeled, wet, damaged, etc.) cannot be returned.
Assembled products cannot be returned after assembly. Detailed explanations regarding this issue have been added to the product pages.
If there is a problem with the product you received, do not assemble it.
Personal products cannot be returned once the packaging is opened. Items such as pillows and duvets cannot be returned due to hygiene reasons once they have been used.
To return the eligible product according to the specified return and exchange conditions, you just need to contact our customer service.
6. Can I exchange or return a faulty product that has been customized or installed?
Yes, you can exchange or return a faulty product that has been customized or installed. If the issue cannot be resolved within 14 days by the LAGU team, you can exchange or return the product without any deductions from your payment.
7. How can I exchange or return a product that arrived damaged through shipping?
If you have experienced a problem with the product, take a photo of the issue and send it to email@example.com along with your order number. LAGU customer service will contact you within 24 hours, and if the problem cannot be resolved through part replacement, the process of exchanging the product with a new one or providing an equivalent solution will be initiated.
8. How can I return a product received through shipping for exchange or return?
By contacting LAGU Customer Service, except on Saturdays and Sundays, until 6:00 PM on weekdays, we will arrange for our shipping team to collect the products from your address for return.
If any of the products delivered through shipping have the delivery method 'Delivery by Courier,' you can return the product through courier service during the return or exchange process.
9. When and how can I receive the refund for the returned product?
Once the returned product reaches LAGU and the necessary checks are conducted, the refund process will be initiated within 3 business days. The refund will be processed in the same payment method you used during your purchase. The reflection period of the refund on your account or statement can take 3-7 business days, but depending on the bank, it can take up to 25 days for debit/credit cards. In the case of a return, you will be informed about the refund process through our Customer Service number at 0850 305 52 48.
10. Are there any deductions in the product return?
If the product meets the return and exchange conditions and there is no error on the customer's part, the shipping fee will not be refunded for products where the shipping fee has been charged. For products where the shipping fee has not been charged, if the remaining basket total is less than 150 TL, a shipping fee of 9 TL will be deducted. For products sent through shipping, the delivery and service fees will be deducted. The delivery and service fees vary depending on the region.
11. Can I return display items?
Display items, which are season-end and extra discounted items that have been installed, cannot be returned or exchanged.
12. Can I return a product purchased with a gift voucher?
You can return a product purchased with a gift voucher. When you return it according to the return conditions, the gift voucher will be reissued with the same limit.