Returns and Exchanges, made simple.

This Returns & Refunds Policy describes the conditions under which TrustfulHands ("we," "us," or "our"), operated by Ömer Tayyip Berber and based in Istanbul, Türkiye, accepts returns, processes refunds, and offers exchanges for products purchased through www.trustfulhands.com (the "Site").

By placing an order, you acknowledge and agree to the terms of this Policy. This Policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.

All TrustfulHands pieces are handcrafted by artisans in Istanbul. Each piece is made to order or prepared individually, and slight variations in color, texture, finish, and dimensions are inherent to handmade craftsmanship.

These variations are characteristic of authentic handcrafted work and are not considered defects.

We accept returns within 14 days of delivery, as confirmed by the courier's delivery date on the tracking record.

Returns requested after this 14-day period will not be eligible, except where mandatory consumer protection laws of your country of residence provide otherwise.

Returns are accepted only in the following circumstances:

• Damaged on ArrivalThe piece arrived broken or damaged during transit, despite our protective packaging.
• Manufacturing DefectThe piece contains a defect that escaped our quality inspection — such as a finishing inconsistency or structural issue not attributable to the handmade variations described above.
• Wrong Item ShippedYou received a different piece than the one ordered, as a result of a packing error on our part.

To qualify for a return, the item must be:

• Reported within the 14-day return window;
• Returned in its original packaging where reasonably possible;
• Accompanied by clear photographs documenting the issue.

Because each piece is handcrafted to order, we do not accept returns or refunds in the following circumstances:

• Change of mind or preference;
• Slight variations in color, texture, finish, or size inherent to handmade work;
• Differences between the on-screen product image and the physical item due to monitor color settings;
• Damage resulting from misuse, mishandling, accidents, or improper care after delivery;
• Items returned without prior authorization or outside the 14-day window;
• Items modified, altered, or used by the customer.

This list is not exhaustive. We reserve the right, at our reasonable discretion, to decline returns that do not meet the eligibility criteria set out above.

To request a return, please follow these steps:

1. Contact Us

   Email us at support@trustfulhands.com within 14 days of delivery, including: your order number, a clear description of the issue, and clear photographs of the item and its packaging (where applicable). For shipping damage claims, please also file a damage report with the courier (DHL or FedEx) and include the damage report reference number in your email.

2. Authorization

   Our team will review your request and respond within 24 hours (Monday through Saturday, 08:00 – 18:00 Istanbul time). If your return is approved, we will provide return authorization confirmation, a prepaid return shipping label (where applicable), and the return shipping address.

3. Return the Item

   Package the item securely, ideally using the original packaging. Attach the prepaid label provided and hand the package to the assigned courier within 7 business days of receiving the return authorization.

4. Inspection & Resolution

   Once we receive the returned item, our team will inspect it within 3 business days. You will be notified of the inspection outcome by email, along with the next steps for your refund or replacement.

Returns sent without prior authorization may be refused or delayed.

For returns due to our fault (damaged on arrival, manufacturing defect, or wrong item shipped), we cover the return shipping cost in full and provide a prepaid shipping label.

We do not cover return shipping costs for items that do not meet the eligibility criteria set out in this Policy.

Once your returned item has been received and inspected, refunds will be processed as follows:

• Refund Method: Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different account or payment method.
• Processing Time: Refunds are processed within 3-5 business days after the returned item has been received and verified.
• Bank Processing: Once we initiate the refund, the time it takes for the funds to appear in your account depends on your bank or payment provider, and may take an additional 5-10 business days.
• Currency: Refunds will be issued in U.S. Dollars (USD), being the currency in which the original payment was processed. Any difference resulting from currency exchange rate fluctuations between the original payment and the refund is determined by your bank or payment provider and is not within our control.

Exchanges are offered only for damaged or defective items, where a replacement of the same piece is available. The exchange process follows the same steps as a return, with a replacement item shipped at no cost to the customer once the returned item has been received and inspected.

For all other situations, we issue refunds rather than exchanges. We do not offer exchanges between different products.

The following orders are not eligible for return, except where mandatory consumer protection laws of your country of residence provide otherwise:

• Custom orders or personalized pieces specifically commissioned by the customer;
• Items reported outside the 14-day return window;
• Items damaged due to misuse, accident, or improper care after delivery;
• Items missing original packaging where its absence prevents reasonable resale.

Orders may be cancelled at no cost if the cancellation request is received before the order has been dispatched. Once an order has entered the dispatch process, it cannot be cancelled and will be subject to the standard return procedure described above.

To cancel an order, please contact us at support@trustfulhands.com as soon as possible after placing your order, with your order number.

We reserve the right to cancel and refund orders at our discretion, including but not limited to:

• Suspected fraudulent activity;
• Inability to verify payment or shipping information;
• Stock unavailability or production constraints;
• Pricing errors;
• Orders that appear to be placed for resale or commercial use.

In such cases, you will be notified and refunded in full to the original payment method.

If you have not received your refund within the timeframes set out above, please:

• Check your bank account or payment statement again;
• Contact your bank or payment provider, as processing times may vary;
• Contact us at support@trustfulhands.com if the issue persists, including your order number and any reference numbers provided by your bank.

We may update this Returns & Refunds Policy from time to time to reflect operational changes or applicable legal requirements. The "Last Updated" date at the top of this Policy indicates the most recent revision. Changes will become effective when posted on the Site and will not apply retroactively to orders placed before the change.

For any questions about this Policy, to initiate a return, or to inquire about a refund, please contact us:

• Email: support@trustfulhands.com
• Phone: +90 (542) 816 8120
• Address: Ömer Tayyip Berber (operating as TrustfulHands), Istanbul, Türkiye
• Customer Support Hours: Monday – Saturday, 08:00 – 18:00 (Istanbul time)

We aim to respond to all inquiries within 24 hours during our business hours.