1. Seller Information

The details of the business acting as the seller under this policy are as follows:

Legal company name:
Stoneplus Yapı Ahşap Ürünleri İnşaat İthalat İhracat ve Dış Ticaret Ltd. Şti.

Brand:
MosqueBuild

Website:
www.mosquebuild.com

Address:
Fevzi Çakmak Mahallesi, Ünen Caddesi No: 40/1A, Karatay, Konya, Türkiye

Tax identification number:
7810871242

Email:
info@mosquebuild.com

Telephone / WhatsApp:
+90 546 632 47 31

In this policy, “MosqueBuild”, “Company”, “Seller”, “Provider”, “we”, “us” and “our” refer to the company identified above.

2. Purpose, Scope and Legal Basis

This policy explains the principles applied to cancellations, returns, exchanges, withdrawal rights, delivery and after-sales assessments for sales made through www.mosquebuild.com, telephone, WhatsApp, email, social media, online meetings, quotations, order forms and similar distance communication channels.

The policy has been prepared with regard to applicable Turkish legislation, including Law No. 6502 on Consumer Protection, the Regulation on Distance Contracts and, where applicable, the Turkish Code of Obligations.

This document does not replace a quotation, pre-information form, distance sales agreement, technical specification, project appendix or order approval. Order-specific documents and this policy must be read together. Mandatory consumer protection provisions remain reserved in all circumstances.

3. Definitions

Consumer: A natural or legal person acting for purposes that are not commercial or professional.

Business buyer: A company, business, merchant, tradesperson or other institutional purchaser acquiring a product or service within its commercial or professional activities.

Standard product: A product sold from stock or in standard dimensions, model, colour and specifications without customer-specific modification.

Custom-made product: A product manufactured according to the customer’s dimensions, project, colour, material, wording, motif, logo, technical requirement or personal request.

Service: Project design, drawing, modelling, rendering, site survey, measurement, consultancy, assembly, installation, revision or transport coordination.

Durable medium: Email, SMS, WhatsApp message, downloadable PDF, order record or another medium that allows information to be stored and accessed later without alteration.

4. Classification of Products and Services

Standard / ready-made products: Stock products without customised dimensions, inscriptions, colours or designs.

Custom-made products: Products measured, designed or personalised according to customer approval.

Project and digital work: Technical drawings, 3D modelling, renderings, revisions and consultancy.

Assembly / implementation: Installation, site assembly, measurement, transport and coordination services.

4.1 Examples of Standard Products

• Decorative wooden products without personalisation;
• Small wooden products and accessories in standard dimensions;
• Products held in stock and not altered for a specific customer.

4.2 Examples of Custom-Made Products

• Made-to-measure wooden doors, mihrabs, minbars, podiums and mosque furniture;
• Custom chandeliers, TV units, cabinets and furniture;
• Gazebos, pergolas, winter gardens, wall cladding and project-specific timber structures;
• Products featuring names, Quranic verses, logos, inscriptions, motifs or CNC processing;
• Products manufactured using a specially selected timber species, colour, paint, finish, hardware or technical specification;
• Any product prepared according to drawings, visuals, project information or site dimensions provided by the customer.

5. Pre-Contract Information and Order Approval

Before an order is concluded, the following information is provided in writing or through a durable medium as appropriate to the transaction:

• Main characteristics, dimensions, material, colour and surface treatment of the product or service;
• Total price, taxes, delivery, assembly, transport and any additional charges;
• Payment schedule and estimated production and delivery period;
• Whether a right of withdrawal applies and whether the product is custom-made;
• The carrier or return organisation to be used where a return right exists;
• The number of revisions, excluded work and information to be provided by the customer.

The customer’s acceptance of a quotation, order form, technical drawing, rendering, material list, measurement or project by email, WhatsApp, signature, payment or an express statement of approval may constitute order approval.

Before production approval, dimensions, orientation, opening direction, colour, motif, inscription, accessories, installation area and delivery address must be checked carefully. Changes requested after approval may result in additional charges and revised lead times.

6. Right of Withdrawal for Standard Products

A consumer who purchases a standard product by distance means, where the product is not custom-made, may exercise the right of withdrawal within 14 days from the date of delivery without giving a reason and without paying a penalty. The consumer may also submit a withdrawal notice before delivery.

• For products delivered separately under one order, the period begins when the final product is delivered;
• For products consisting of multiple parts, the period begins when the final part is delivered;
• For contracts supplying goods and services together, the rules applicable to delivery of goods apply.

For fault-free standard products purchased face to face at a shop or sales location, there may be no unconditional statutory return or exchange right. Any additional written return or exchange commitment given by MosqueBuild will apply according to its stated terms.

7. How to Exercise the Right of Withdrawal

It is sufficient for the withdrawal notice to be sent to MosqueBuild in writing or through a durable medium before the 14-day period expires. Notices may be submitted through:

• Email: info@mosquebuild.com
• Written application: Fevzi Çakmak Mahallesi, Ünen Caddesi No: 40/1A, Karatay, Konya, Türkiye
• WhatsApp: written message to +90 546 632 47 31

Telephone calls may be used for coordination; however, the withdrawal request should also be sent in writing for evidentiary purposes. Including the customer’s full name, contact details, order or quotation number, product name, delivery date and an explicit withdrawal statement will help accelerate the process.

Because the consumer may be required to prove that the withdrawal right was exercised within the applicable period, copies of emails, messages and postal records should be retained.

8. Return Shipment and Return Costs

Unless MosqueBuild states that it will collect the product, the consumer must send the product back to MosqueBuild or its authorised representative within 14 days from the date of the withdrawal notice.

Where the carrier identified in the pre-contract information is used, the consumer will not be charged for the return shipment. If no carrier was identified in advance, return shipping costs will not be charged to the consumer. If the stated carrier has no branch at the consumer’s location, an appropriate collection arrangement will be made without additional cost.

For large, heavy, installed products or products requiring specialised transport, the consumer must contact MosqueBuild before attempting to dismantle, package or ship the product independently.

Return address:
Stoneplus Yapı Ahşap Ürünleri İnşaat İthalat İhracat ve Dış Ticaret Ltd. Şti. – MosqueBuild
Fevzi Çakmak Mahallesi, Ünen Caddesi No: 40/1A, Karatay, Konya, Türkiye

No shipping, transport or similar cost will be charged to the consumer for the return of defective, damaged, incorrect or non-conforming products.

9. Refunds

When a product subject to withdrawal is delivered to the carrier specified in the pre-contract information, MosqueBuild will refund the amounts collected, including the initial delivery cost where legally required, no later than 14 days after that delivery. If the product is returned through a different carrier, the period may begin when the product reaches MosqueBuild.

For valid withdrawals exercised before delivery and for eligible service contracts, the refund will be made no later than 14 days after receipt of the notice.

• Refunds are made using a payment method compatible with the method used for the original purchase;
• No additional cost or obligation is imposed on the consumer;
• The refund is processed in one payment where required by law;
• The time required by a bank or card issuer to credit the amount is outside MosqueBuild’s control.

10. Condition of Returned Products

The consumer may examine a standard product only to the extent necessary to understand its nature, characteristics and operation. Any loss in value caused by use beyond this reasonable inspection may be assessed according to the circumstances.

• The product must be packaged securely to avoid damage during transport;
• Accessories, connectors, remotes, fittings and documents must be included where applicable;
• Use of the original packaging is recommended where available, but absence of original packaging alone does not eliminate a statutory withdrawal right;
• Changes resulting from normal inspection in accordance with instructions do not automatically create liability.

11. Custom-Made and Personalised Products

The statutory right of withdrawal does not apply to goods prepared according to the consumer’s requests or personal needs. Therefore, unless the product is defective or does not conform to the contract, a withdrawal or return based only on a change of mind may not be accepted for:

• Products manufactured using customer-specific dimensions, colours, materials, motifs, wording, logos or designs;
• Custom doors, mihrabs, minbars, podiums, mosque furniture, chandeliers and furniture;
• Products cut to size, CNC processed, painted, finished or assembled for a customer;
• Products manufactured according to customer projects, drawings, visuals or site information;
• Standard products altered at the customer’s request in dimensions, colour, hardware or model.

12. Cancellation of Custom-Made Orders, Advance Payments and Incurred Costs

A request to cancel a custom-made order before production begins will be reviewed by considering completed design work, purchased materials, supplier orders, CNC, metal, glass or painting operations, labour, logistics and whether the product can reasonably be sold to another customer.

The legal nature of an advance payment or deposit and how it will be treated upon cancellation must be stated clearly in the quotation or contract. An advance payment is not automatically forfeited in every case. Completed work and reasonable, documented order-specific costs will be taken into account.

Where production has begun and the product has been cut, carved, painted, finished, inscribed, patterned or assembled according to specific dimensions, MosqueBuild may not be required to accept cancellation or provide a full refund. If MosqueBuild accepts cancellation, completed work and incurred costs may be deducted and any remaining amount will be notified to the customer.

13. Project, Design, Sample and Revision Approvals

• Renderings and digital visuals are representative materials explaining the proposed design. Tone differences may occur in the physical product due to screen settings, lighting, camera conditions and the natural characteristics of materials;
• Changes exceeding the number of free revisions stated in the quotation may be charged separately and may extend the delivery schedule;
• Dimensions, design, inscriptions, motifs, orientation, opening direction, colour and material approved in writing by the customer constitute the production reference;
• Changes requested after approval will be implemented only if technically possible and after notice of any additional price and revised lead time;
• MosqueBuild may not rely on customer approval to transfer responsibility for errors caused by MosqueBuild’s own measurement, manufacturing or implementation.

14. Measurements, Site Conditions and Information Supplied by the Customer

Where measurements and site surveys are performed by MosqueBuild, MosqueBuild is responsible for the accuracy of the data within the agreed scope of that service. Where measurements are supplied by the customer, architect, contractor or another third party, the party providing and approving those measurements is responsible for their accuracy.

The customer must provide accurate information concerning walls, floors, ceilings, electrical infrastructure, structural systems, door openings, installation access, load-bearing capacity and other relevant site conditions. Additional work caused by hidden utilities, insufficient structural capacity, uneven surfaces, construction changes or an unprepared installation area may be charged separately.

Where production tolerances are stated in the technical drawing or quotation, conformity will be assessed according to those tolerances. If no tolerance is stated, the nature and intended use of the product, accepted industry practices and applicable law will be considered together.

15. Natural Wood, Colour and Craftsmanship

Solid wood is a natural material. The following characteristics are not considered defects by themselves, provided they do not prevent normal use or contradict an essential contractual specification:

• Variations in grain, knots, fibre, texture and colour tone;
• Natural colour transitions between pieces of the same timber species;
• Very minor visual differences resulting from handcrafting, carving and assembly;
• Differences in colour perception caused by lighting, photography, screens and paint absorption;
• Limited natural movement caused by changes in humidity and temperature, depending on use and maintenance conditions.

Significant cracking, structural weakness, loss of function, use of a material contrary to the contract, a clearly incorrect colour or model, or a defect preventing the intended use cannot be treated merely as a natural characteristic.

16. Defective, Damaged, Incomplete or Incorrect Products

If a product does not possess the agreed characteristics, differs from the approved project or dimensions, is delivered incomplete or incorrectly, fails to meet its intended use or is damaged at delivery, the rules relating to defective goods will apply.

Where the legal conditions are met, the consumer may exercise one of the following remedies:

• Withdraw from the contract by declaring readiness to return the product;
• Keep the product and request a price reduction proportionate to the defect;
• Request free repair at the seller’s cost, unless this would involve disproportionate expense;
• Request replacement with a defect-free equivalent where possible.

If free repair or replacement would impose disproportionate difficulty on MosqueBuild, other statutory remedies and the particular circumstances will be evaluated. Unless a longer period has been agreed, liability for defective goods is generally subject to a two-year limitation period from delivery under applicable consumer law. Provisions concerning gross fault or fraudulently concealed defects remain reserved.

For efficient assessment, the customer should submit a written notice together with overall photographs of the product, close-up photographs of the affected area and, where relevant, packaging, labels and delivery documents.

17. Delivery Inspection and Transport Damage

MosqueBuild remains responsible for loss or damage until the product is delivered to the consumer or to a third person designated by the consumer other than the carrier. If the consumer independently selects a carrier not proposed by MosqueBuild, risk after delivery to that carrier may be assessed differently under applicable law.

• If crushing, tearing, breakage or water damage is visible on the packaging at delivery, a damage report should be prepared with the carrier;
• The unpacking process should, where possible, be recorded by photographs or video;
• Missing parts or visible damage should be reported to MosqueBuild in writing without undue delay.

The absence of a carrier damage report does not automatically remove mandatory consumer rights, but it may make it more difficult to determine the cause and timing of the damage.

18. Exchange Conditions

Exchanges of standard products may be evaluated under the statutory right of withdrawal or the rules applicable to defective goods. Fault-free products purchased face to face may be exchanged only where MosqueBuild has given written approval or where a campaign expressly provides for exchange.

For custom-made products, an exchange request based solely on a change of mind may not be accepted. Where MosqueBuild agrees in writing to an exchange, the customer will be informed in advance of dismantling, remanufacturing, material, labour, transport and installation costs.

19. Project Design, Technical Drawings, Renderings and Other Services

Project development, site surveys, measurement, technical drawing, 3D modelling, rendering, consultancy, revisions and similar work are services. The scope, delivery format, number of revisions, intended use and fee are defined in the quotation or contract.

Where performance of a service begins before the withdrawal period expires at the consumer’s express request and approval, or where a digital service is supplied immediately, statutory exceptions to the right of withdrawal may apply. The consumer will be informed and any required approval will be obtained before the order.

If cancellation is requested after work has begun, completed work, time spent, purchased licences or digital assets and third-party costs will be considered. Statutory rights concerning defective services, including re-performance, free correction, price reduction or termination, remain reserved.

20. Installation, Maintenance and User Intervention

• Whether installation is included in the price is stated in the quotation or order document;
• The customer must ensure that the installation area is accessible, safe and technically ready;
• Electrical, structural, wall load-bearing, utility and building-safety work must be performed by qualified professionals;
• Damage resulting from unauthorised intervention, incorrect installation, improper maintenance, unsuitable cleaning, impact, water, moisture, excessive temperature or use contrary to instructions may be treated as user-caused damage;
• An allegation of user error does not automatically eliminate statutory rights. The assessment will be based on a concrete technical examination and evidence.

21. Production Time, Delivery, Delay and Impossibility of Performance

Production and delivery periods are stated as estimated or fixed in the quotation or contract, depending on technical scope, approval date, payment schedule, material procurement, revisions, site readiness, transport and installation conditions.

For distance sales of standard products, delivery periods may not exceed statutory maximum periods, subject to the rules applicable to custom-made products. For custom manufacturing, the project schedule communicated to the customer applies.

Delays caused by late customer approval, changes in dimensions, an unprepared site, delayed payment or additional work requests may affect the schedule. In cases outside reasonable control, including force majeure, extraordinary supply interruption, official restrictions, natural disaster, war, strike, epidemic, power outage or transport obstruction, the customer will be informed and mandatory legal rights remain reserved.

If performance becomes genuinely impossible, the customer will be notified in writing after the situation is identified and collected amounts will be refunded within the period required by law. A product merely being out of stock does not by itself constitute impossibility.

22. International Sales, Exports and Customs

For sales outside Türkiye, delivery terms, transport insurance, export documentation, customs clearance, import taxes, local charges, unloading and installation responsibilities are separately stated in the quotation, proforma invoice or contract.

• Unless otherwise agreed in writing, import duties, customs duties, local permits and official charges in the buyer’s country may be the buyer’s responsibility;
• For international transport damage, insurance documents, transport records, packaging records and delivery reports will be assessed together;
• For overseas consumer sales, applicable law and jurisdiction are determined in the contract, without prejudice to mandatory consumer protection rules;
• Specific delivery, acceptance, warranty and dispute provisions may be agreed for export or business-to-business transactions.

23. Commercial, Institutional and Professional Purchases

Companies, merchants, tradespeople, contractors, architecture offices, installers and other institutional buyers purchasing for commercial or professional purposes may not qualify as consumers. For these transactions, cancellation, return, acceptance, defect notification, warranty, delivery and dispute terms are governed first by the quotation, order, technical specification and contract between the parties, and then by applicable commercial and obligations law.

The 14-day distance-selling withdrawal right granted to consumers does not automatically apply to commercial or professional purchases.

24. Correspondence, Approvals and Transaction Records

Quotations, order forms, invoices, payment records, technical drawings, renderings, photographs, videos, emails and WhatsApp correspondence may be used as transaction records and evidence to determine the scope of the order, approvals, revisions, delivery and statements made by the parties.

The parties should review documents sent to them and report any error in writing without undue delay. Personal data is processed and retained in accordance with the MosqueBuild Privacy and Cookie Policy and applicable data protection legislation.

25. Applications and Dispute Resolution

Consumers may first submit requests and complaints to MosqueBuild in writing. If the dispute cannot be resolved, the consumer may apply to the competent consumer arbitration committee according to the monetary value of the dispute or, where legally required, complete mandatory mediation before filing a claim with a consumer court.

Because the monetary thresholds of competent authorities are updated annually, the limits announced by the Turkish Ministry of Trade on the date of application will apply. For transactions that are not consumer transactions, the governing law and jurisdiction provisions stated in the contract between the parties apply.

26. Sample Withdrawal Notice Form

Use of this form is optional. The consumer may send any other written statement that clearly communicates the decision to withdraw.

Recipient:
Stoneplus Yapı Ahşap Ürünleri İnşaat İthalat İhracat ve Dış Ticaret Ltd. Şti. – MosqueBuild

Address:
Fevzi Çakmak Mahallesi, Ünen Caddesi No: 40/1A, Karatay, Konya, Türkiye

Email:
info@mosquebuild.com

Statement:
I hereby give notice that I exercise my right of withdrawal from the contract concerning the sale of the goods / provision of the service identified below.

Order / quotation number:
…………………………………………………………………………

Product or service:
…………………………………………………………………………

Order date:
…………………………………………………………………………

Delivery date:
…………………………………………………………………………

Consumer’s full name:
…………………………………………………………………………

Address / contact details:
…………………………………………………………………………

Date:
…………………………………………………………………………

Signature: Only where submitted on paper.

27. Policy Changes and Contact

This policy may be updated in response to changes in legislation, product groups, sales channels or business processes. The current version and last-updated date will be published at www.mosquebuild.com. Mandatory law and contractual documents supplied to the customer at the date of the order remain reserved.

Email:
info@mosquebuild.com

Telephone / WhatsApp:
+90 546 632 47 31

Address:
Fevzi Çakmak Mahallesi, Ünen Caddesi No: 40/1A, Karatay, Konya, Türkiye

This policy provides general information and describes the company’s operating framework. Depending on the characteristics of a specific order, a pre-contract information form, distance sales agreement, commercial sales agreement, technical specification or project appendix may also be required.