This Return Policy covers purchases made via store.sahaney.com and has been prepared in accordance with international trade standards and craftsmanship requirements.
1. General Provisions
At ŞahaNey, we place great importance on product quality and craftsmanship. However, since our Neys are handcrafted from natural reeds and personalized according to specific musical requirements, our return policy includes limitations within the framework of legal regulations regarding customized goods.
2. Non-Returnable Products (Exceptions)
According to the “Right of Withdrawal” exceptions in international consumer law, returns are not possible for products with the following characteristics:
- Customized Production: Neys that are handcrafted, tuned, or have curtain openings adjusted based on the customer’s specific request.
- Personalized Modifications: Neys with custom engravings (names, logos, etc.), specific headjoint (başpare) preferences, or custom wire wrappings.
- Hygiene and Health: Due to the nature of wind instruments, products that have been used cannot be returned for hygiene reasons.
- Unsuccessful Delivery & Non-Acceptance: No refunds will be issued if the product is returned because the carrier could not reach the buyer at the provided address or the buyer refused to accept the delivery.
- High Logistic Costs: Due to the fragility of handcrafted instruments and the high cost of international shipping, we do not support return logistics for orders outside of Turkey.
3. Damage During Transit
Our products are shipped in specially protected packaging. However, if a product is damaged during transit:
- Please check the exterior of the package upon delivery.
- You must have the courier issue a “Damage Assessment Report” for damaged packages.
- Send photos of the damaged product and the report to info@sahaney.com within 24 hours.
4. Contact and Support
For any technical support or questions regarding your international orders, please contact us:
- Email: info@sahaney.com
- WhatsApp: +90 546 959 99 45
- Address: Mevlana Mah. Turgut Özal Cad. No:27/1, 38280 Kayseri / Turkey