Return & Refund Policy

At Estramina, every piece is carefully inspected and prepared before shipment. Due to the handcrafted nature of our products and the unique characteristics of natural stone, we encourage you to review the following return policy carefully before placing your order.

14-Day Return Policy

We offer a 14-day return policy for eligible products. This means you have 14 days from the date you receive your order to request a return.

To be eligible for a return, the item must be in substantially the same condition in which it was received and must not show signs of use, installation, damage, alteration, or modification.

Where reasonably possible, the item should also be returned with its original protective packaging and shipping materials.

Proof of purchase or your order number will be required.

To request a return, please contact us at hello@estramina.com before sending the item back.

Returns sent without prior authorization may not be accepted.

Approved returns should be sent to:

Estramina
100. YIL MAH.
SAMYELI SK. NO:2/1D
MERKEZ / KUTAHYA
TURKEY

Once your return request has been approved, we will provide you with instructions regarding how and where to return your item.

Return Shipping Costs

For returns resulting from a change of mind, incorrect size selection, or other reasons not related to a defect or an error by Estramina, return shipping costs are the responsibility of the customer, where permitted by applicable law.

Natural stone furniture can be heavy, oversized, and costly to transport internationally. Return shipping costs may therefore be significant.

For products that cannot normally be returned by standard postal services, information or an estimate regarding return transportation costs will be provided before purchase where required by applicable consumer law.

We strongly recommend contacting us before placing your order if you would like information about potential return transportation costs for your destination.

If the product is defective, materially damaged during transportation, or an incorrect item was sent by Estramina, we will work with you to arrange an appropriate solution and will cover reasonable return transportation costs where applicable.

Damages and Delivery Issues

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible at helle@estramina.com.

To help us evaluate transportation damage quickly, we may ask you to provide:

• Photos of the product

• Photos of the damaged area

• Photos of the external packaging or wooden crate

• Photos of the internal protective packaging

• Your order number

If possible, we recommend taking photos of the packaging before and during unpacking, particularly if there are visible signs of damage to the crate or packaging.

We will review the situation and work with you toward an appropriate resolution, which may include repair, replacement, partial refund, or full refund depending on the circumstances and applicable consumer law.

Nothing in this section limits any statutory rights you may have under applicable consumer protection laws.

Natural Stone Characteristics

Estramina products are made from natural materials including travertine, marble, onyx, and other natural stones.

Natural variations are an inherent part of these materials.

Variations may include differences in:

• Veining

• Color and tone

• Texture

• Pore distribution

• Mineral markings

• Pattern

• Surface characteristics

These natural differences make every piece unique and are not considered manufacturing defects when they are consistent with the nature of the material and the product description.

The appearance of natural stone may also vary slightly from photographs due to variations between individual stone slabs, lighting conditions, and display settings.

Actual damage, structural defects, or workmanship problems are not considered natural variation and will be evaluated separately.

Custom and Personalized Products

Certain products cannot be returned where permitted by applicable law.

This includes products that have been made specifically according to the customer's individual specifications or clearly personalized for the customer.

Examples may include:

• Custom dimensions

• Custom shapes

• Personalized designs

• Special modifications requested by the customer

• Bespoke configurations made specifically for an individual order

Before production begins, we will communicate applicable customization details where necessary.

Please contact us before ordering if you are unsure whether a particular configuration will be considered a custom product.

This exclusion does not affect your rights if a custom product arrives damaged, defective, or materially different from what was agreed.

Order Cancellations

If you wish to cancel an order, please contact us at hello@estramina.com as soon as possible.

Standard products may be cancelled before shipment where possible.

For custom or personalized products, cancellation may no longer be possible once production or customization has begun, subject to applicable consumer law.

If production has not yet started, we will make every reasonable effort to accommodate your cancellation request.

Exchanges

Because many Estramina pieces are handcrafted, heavy, and individually prepared for shipment, we do not operate a traditional direct exchange system.

If you wish to purchase a different eligible product, the fastest method is generally to complete the approved return of your original item and place a separate order for the new product.

Please contact us first and we will help determine the best solution.

European Union – 14-Day Right of Withdrawal

If your order is subject to European Union consumer protection rules, you generally have the right to withdraw from an eligible distance purchase within 14 days after receiving the goods without providing a reason.

Certain exceptions apply, including goods made according to the consumer's specifications or goods that are clearly personalized.

Where permitted by law and properly disclosed before purchase, the customer may be responsible for the direct cost of returning goods when exercising the right of withdrawal.

For oversized or heavy products that cannot normally be returned by standard postal services, return transportation costs can be substantial.

Your statutory consumer rights under applicable European Union or national law remain unaffected by this policy.

United Kingdom Customers

Customers purchasing online in the United Kingdom may have statutory cancellation and return rights under applicable UK consumer law.

Where those rights apply, customers generally have 14 days after receiving eligible goods to notify us that they wish to cancel.

Additional time may apply for returning the goods after cancellation has been communicated.

Exceptions may apply to personalized or custom-made products.

Nothing in this policy is intended to restrict any mandatory rights provided under applicable UK consumer protection law.

Refunds

Once your returned item has been received, we will inspect it and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method as soon as reasonably possible and within the time required by applicable law.

Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refunded amount appears in your account.

Where permitted by applicable law, deductions may be made for loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Original delivery charges and other shipping-related charges will be refunded where required by applicable consumer law.

Custom duties, import taxes, brokerage charges, and other fees paid directly to customs authorities or third parties may not be refundable by Estramina.

If you have not received an approved refund within the expected processing period, please contact us at:

hello@estramina.com

Questions

If you have any questions about returns, damages, custom orders, or eligibility before making a purchase, please contact us.

Email: hello@estramina.com

We will be happy to assist you before you place your order.