Refund and Returns Policy

Last Updated: August 24, 2026

At Norkley, we want you to be happy with your purchase.

Because our products include handcrafted rugs and products made from natural materials, we have specific rules for standard, made-to-order, and custom products.

This Returns & Refunds Policy explains when a product may be returned, who is responsible for return shipping, and how refunds are processed.

Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country.

1. STANDARD PRODUCTS

Standard, in-stock products may generally be returned in accordance with the return period and conditions applicable to your purchase.

If you simply change your mind about a standard product, you may return it provided that:

• the applicable return period has not expired;
• the product has not been used;
• the product has not been washed, altered, cut, dyed, damaged, or otherwise modified;
• the product is returned in an appropriate condition;
• the product can reasonably be resold as a new product.

Natural variations in color, texture, thickness, shape, pile, markings, or other characteristics of natural materials are not by themselves considered defects.

2. EU AND UK CUSTOMERS — RIGHT OF WITHDRAWAL

If you are a consumer located in the European Union, you generally have a statutory 14-day right of withdrawal when purchasing goods online.

The withdrawal period generally begins when you, or a person designated by you other than the carrier, physically receive the goods.

You do not generally need to provide a reason for exercising this right.

If you exercise your statutory right of withdrawal:

1. You must notify us within the applicable withdrawal period.
2. You must return the product within the applicable period after notifying us.
3. Unless we have agreed otherwise or applicable law provides otherwise, you are responsible for the direct cost of returning the product.
4. The product should be handled only to the extent reasonably necessary to inspect its nature, characteristics, and functioning.
5. We may delay the refund until we receive the returned product or evidence that it has been sent back, whichever occurs first.

EU rules generally require the trader to reimburse the consumer within 14 days of being notified of withdrawal, subject to the permitted withholding of the refund until the goods are returned or evidence of dispatch is provided.

Where applicable, the refund includes the cost of standard outbound delivery. Additional costs resulting from the customer’s choice of a more expensive delivery option may not be refundable.

UK Customers

For eligible online purchases in the UK, consumers generally have a 14-day period after receiving the goods to notify the trader that they wish to cancel, followed by a further 14 days to return the goods.

We will process refunds in accordance with applicable UK consumer law.

3. CUSTOM AND PERSONALIZED PRODUCTS

Certain Norkley products can be made according to customer specifications.

Examples include:

• custom dimensions;
• custom colors;
• specially requested combinations;
• other specifications individually agreed with the customer.

Where a product is genuinely made to the customer’s specifications or is clearly personalized, statutory withdrawal rights may not apply in certain jurisdictions.

For example, EU consumer law specifically excludes certain goods made to order or clearly personalized from the standard 14-day withdrawal right.

UK consumer rules similarly recognize an exception for personalised or custom-made goods.

Accordingly, custom and clearly personalized Norkley products are generally non-returnable simply because the customer changes their mind, subject always to mandatory rights applicable to the customer.

This does not affect your rights if the product:

• is defective;
• is damaged;
• is materially different from what you ordered;
• does not correspond to the agreed specifications;
• is otherwise not in conformity with applicable law.

4. MADE-TO-ORDER PRODUCTS

Some Norkley products are manufactured or prepared specifically after an order is placed.

A product being produced after you place an order does not automatically mean that it is legally considered a “custom” or “personalized” product in every jurisdiction.

Where a product is genuinely made according to your individual specifications or is clearly personalized, the applicable statutory exception may apply.

For other made-to-order products, any statutory cancellation or withdrawal rights that apply in the customer’s jurisdiction will continue to apply.

Where permitted by applicable law, we may begin production after your order has been confirmed and payment has been received.

Once production has begun, cancellation may not be possible for products that fall within a legally applicable custom/personalized-product exception.

5. CANCELLATION BEFORE PRODUCTION

If you need to cancel a custom or made-to-order order, contact us as soon as possible.

If production has not yet started, we may be able to cancel the order and provide a refund.

If production has already started, cancellation may not be possible, particularly where the product is being produced specifically according to your individual specifications.

Any cancellation will remain subject to mandatory consumer rights applicable to your purchase.

6. WRONG, DAMAGED OR DEFECTIVE PRODUCTS

If you receive a product that is:

• damaged during delivery;
• defective;
• materially different from the product ordered;
• materially different from its description;
• made incorrectly according to the agreed specifications; or
• otherwise not in conformity with applicable law,

please contact us as soon as possible.

Please provide:

• your order number;
• photographs of the product;
• photographs of the packaging where relevant;
• a description of the problem.

We may request additional photographs or information so that we can determine the appropriate solution.

Depending on the circumstances and applicable law, we may provide:

• a replacement;
• repair;
• refund;
• price reduction;
• another legally required remedy.

For defective or incorrectly supplied products, Norkley will handle return shipping in accordance with applicable law.

EU consumers, for example, have statutory remedies for goods that are faulty or do not conform to the contract, including repair, replacement, price reduction, or refund depending on the circumstances.

7. RETURN SHIPPING COSTS

For a standard product returned because you have changed your mind, the customer is generally responsible for the direct cost of returning the product, where permitted by applicable law.

Norkley may provide a return shipping label for convenience.

If we provide a prepaid return label, we may deduct the applicable return shipping cost from your refund where permitted by applicable law and where you have been informed of this before purchase.

We will cover return shipping when:

• the product is defective;
• the product arrived damaged;
• we sent the wrong product;
• the product materially differs from the agreed specifications; or
• applicable law requires us to do so.

8. RETURN AUTHORIZATION

Please do not send a product back without contacting Norkley first.

To initiate a return, contact:

[info@norkley.com]

Please include:

• your order number;
• your name;
• the product you wish to return;
• the reason for the return;
• photographs where relevant.

After reviewing your request, we will provide return instructions.

Where appropriate, Norkley may provide a prepaid return label.

9. RETURN ADDRESS

Returns should be sent to our designated return address in Türkiye:

[Yavuzselim Mah, Hami Sk, No:2, Yildirim 16330, Bursa, Turkey]

Please do not send returns to our registered office unless we specifically instruct you to do so.

The return address may vary depending on the product and return arrangement.

10. CONDITION OF RETURNED PRODUCTS

Returned standard products should be in substantially the same condition in which they were received.

You should handle the product only as much as reasonably necessary to inspect it.

We may be entitled to reduce a refund where the value of the product has diminished because the product was handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, where such a reduction is permitted by applicable law.

Examples may include:

• using the rug;
• washing or cleaning it;
• cutting or altering it;
• exposing it to substances;
• damaging the pile or backing;
• permanently modifying the product.

This does not affect mandatory statutory rights concerning defective or non-conforming goods.

11. NATURAL MATERIALS AND HANDCRAFTED PRODUCTS

Norkley products may be made from natural materials such as sheepskin and other natural fibers or materials.

Natural products can vary from one piece to another.

Variations may include:

• shade;
• color;
• markings;
• texture;
• pile height;
• density;
• thickness;
• shape;
• grain;
• natural imperfections.

These characteristics are part of the natural and handcrafted nature of the product.

A difference from a product photograph does not automatically constitute a defect.

However, if the product is materially different from its description or agreed specifications, your applicable consumer rights remain unaffected.

12. CUSTOM COLOR AND NATURAL COLOR VARIATIONS

For products involving custom colors, customers should understand that the appearance of a color may vary depending on:

• the natural material;
• lighting;
• photography;
• display settings;
• the individual characteristics of the material.

Where a custom color has been specifically agreed with the customer, Norkley will make reasonable efforts to reproduce the agreed color.

Minor variations inherent to natural materials do not necessarily constitute a defect.

13. REFUNDS

Once a return has been approved and the returned product has been received or the applicable legal requirements for refund have otherwise been satisfied, we will process the refund to the original payment method unless otherwise required or agreed.

The time required for the refund to appear in your account may depend on your bank or payment provider.

We are not responsible for delays caused solely by a customer’s bank or payment provider after we have initiated the refund.

14. PARTIAL REFUNDS

In certain circumstances, a partial refund may be appropriate instead of a full refund.

This may apply where:

• a product has a minor defect;
• the customer agrees to keep the product;
• the product has a condition that does not justify a full return;
• applicable law provides for a price reduction.

Any statutory rights you have remain unaffected.

15. EXCHANGES

We do not generally operate a direct exchange program.

If you want a different product, size, color, or design, we may ask you to return the original product where eligible and place a new order.

Custom and personalized products generally cannot be exchanged simply because you change your mind, subject to applicable law.

16. SALE AND DISCOUNTED PRODUCTS

Discounted products may be returned under the same statutory rules applicable to comparable full-price products.

A product being sold at a discount does not remove mandatory consumer rights.

If a product is sold with a clearly disclosed defect or imperfection and the customer was informed of that specific issue before purchase, the customer’s rights may be affected to the extent permitted by applicable law.

17. GIFT ORDERS

If a product was purchased as a gift, refunds will generally be issued to the original purchaser and original payment method.

The recipient may contact us regarding a return, but we may require information from the original purchaser to process the refund.

18. INTERNATIONAL RETURNS

Because Norkley ships internationally from Türkiye, international returns may involve additional transportation and customs procedures.

Where Norkley provides a return label, we will provide instructions for using it.

Customers should not independently ship a return using a different carrier or shipping method without contacting us first.

This is particularly important for international returns because incorrect customs declarations may result in:

• customs charges;
• delays;
• returned shipments;
• additional carrier fees.

We will provide reasonable instructions for international returns.

19. RETURN SHIPPING LABELS

Where Norkley provides a return label, the customer must:

1. package the product securely;
2. attach the provided label correctly;
3. follow the carrier’s instructions;
4. retain the tracking information until the return has been completed.

Norkley is not responsible for a return shipment that is sent using an unauthorized method or to an incorrect address.

20. RETURN DEADLINES

The applicable return deadline depends on:

• the customer’s country;
• whether the product is standard or custom;
• the reason for the return;
• applicable consumer protection law.

Where a statutory withdrawal period applies, the statutory period will prevail over any shorter voluntary return period stated by Norkley.

21. NON-RETURNABLE PRODUCTS

Subject to mandatory consumer rights, the following products may generally not be returned simply because the customer changes their mind:

• custom-size products;
• clearly personalized products;
• products made specifically according to individual customer specifications;
• products that have been altered after purchase;
• products that have been used, washed, cut, dyed, damaged, or otherwise modified.

The exclusion for custom or personalized products applies only where permitted by applicable law.

22. REFUNDS FOR CUSTOMS, TAXES AND IMPORT CHARGES

Where Norkley has included or paid applicable duties, taxes, or import-related charges as part of the original transaction, the treatment of those amounts upon return may depend on:

• whether the amount is refundable by the relevant authority;
• the reason for the return;
• the destination country’s customs procedures;
• applicable consumer law.

Where legally recoverable, applicable amounts will be taken into account when calculating the refund.

23. RETURN OF DAMAGED PRODUCTS

If a product is damaged after delivery due to customer handling, use, storage, installation, cleaning, or other actions, the return may not qualify as a defective-product return.

If you believe the product was damaged before or during delivery, contact us promptly so that we can investigate.

24. HOW TO START A RETURN

To request a return, please email:

[info@norkley.com]

Subject:

Return Request – [ORDER NUMBER]

Please include:

Order number:
Customer name:
Product:
Reason for return:
Photographs: where applicable

We will review your request and provide the appropriate return instructions.

25. CONTACT INFORMATION

COMPANY: INDEKO HALI SAN. TIC. LTD. STI.
ADD: YAVUZSELIM MAH, HAMI SK, NO2, YILDIRIM 16330, BURSA, TURKEY.

Privacy Email: info@norkley.com
Customer Service Email: info@norkley.com
Telephone: +90 537 950 1518

IMPORTANT NOTICE

This Returns & Refunds Policy is intended to explain Norkley’s return procedures and does not replace or restrict mandatory consumer rights.

Where the law of the country in which you reside provides you with rights that are more favorable than those described in this policy, those mandatory rights will apply.

Norkley
Last Updated: August 24, 2026