DELIVERY, CANCELLATION & RETURN POLICY

MUSTOV CUSTOM
Last Updated: November 4, 2026

1. GENERAL INFORMATION

MUSTOV CUSTOM offers original artworks, hand-painted rugs, custom-designed objects, and commissioned artistic creations.

This policy explains our shipping, delivery, cancellation, return, and refund procedures for purchases made through www.mustov.com.

Our products include both ready-to-ship original artworks and individually commissioned pieces.

All transactions are subject to applicable consumer protection legislation. Nothing in this policy limits mandatory consumer rights.

2. DOMESTIC SHIPPING — TÜRKİYE

2.1. Standard domestic shipping within Türkiye is included in the listed artwork price unless expressly stated otherwise before purchase.

2.2. We work with different shipping and logistics providers depending on the artwork's dimensions, weight, materials, value, and transportation requirements.

2.3. Ready-to-ship artworks are normally dispatched within three (3) business days following order confirmation and successful payment. For this purpose, business days exclude Saturdays, Sundays, and official public holidays.

2.4. The dispatch period refers to the time required to hand the artwork over to the shipping provider, not the time required for final delivery.

2.5. The estimated delivery period will be communicated before purchase. Delivery shall take place within the agreed period and applicable statutory limits.

3. INTERNATIONAL SHIPPING

3.1. MUSTOV CUSTOM offers international shipping, subject to destination availability, carrier restrictions, and applicable export and import regulations.

3.2. International shipments are preferably arranged through Navlungo or other suitable logistics providers.

3.3. International shipping charges are calculated according to the destination country and relevant shipment characteristics.

3.4. The applicable shipping charge and total order amount will be displayed to the customer before payment confirmation.

3.5. International customers are responsible for applicable import duties, customs clearance fees, import taxes, and other charges imposed by the destination country, unless expressly stated otherwise during checkout or required by applicable law.

3.6. These destination-country charges are generally not included in the artwork price or international shipping fee and may be collected separately by customs authorities or logistics providers.

3.7. Customers are responsible for providing accurate delivery and customs information and cooperating with lawful import procedures.

3.8. International delivery times may vary due to customs inspections, carrier schedules, destination regulations, and circumstances beyond the reasonable control of the Seller.

3.9. Any special export documentation, import restrictions, or additional requirements affecting a particular artwork shall be addressed before shipment in accordance with applicable law.

4. CUSTOM-MADE AND COMMISSIONED ARTWORKS

4.1. MUSTOV CUSTOM accepts commissions for artworks produced according to individual customer specifications.

4.2. The artwork's dimensions, materials, artistic requirements, price, payment arrangements, and relevant production conditions shall be agreed upon in writing through email, WhatsApp, or another appropriate written communication channel.

4.3. Unless otherwise agreed in writing, commissioned artworks will be dispatched within twenty (20) production days following written confirmation of the final specifications, order acceptance, and agreed payment arrangements.

4.4. For commissioned artworks, production days include Saturdays but exclude Sundays. Any applicable public holidays or other agreed exclusions shall be specified in the individual order confirmation.

4.5. The agreed dispatch period is separate from the estimated transportation and delivery period.

4.6. Any customer-requested changes after final approval may require a revised price or delivery schedule, subject to written agreement between the parties.

4.7. The customer shall be informed of the applicable delivery arrangements before the order becomes binding.

4.8. Products genuinely manufactured or personalized according to the customer's individual specifications may fall within statutory exceptions to the right of withdrawal.

4.9. Such exceptions do not remove the customer's statutory rights regarding defective, damaged, or non-conforming products.

5. ORDER CANCELLATION

5.1. Customers wishing to cancel an order may contact MUSTOV CUSTOM at mustovcustom@gmail.com and provide their order number and cancellation request.

5.2. Cancellation requests shall be evaluated according to the order status, product characteristics, contractual arrangements, and applicable consumer protection legislation.

5.3. For products covered by the statutory right of withdrawal, customers may exercise that right within the applicable period, including before delivery where permitted by law.

5.4. Custom-made products may be subject to statutory withdrawal exceptions where the relevant legal conditions are satisfied.

5.5. Any refund due following a valid cancellation shall be processed in accordance with applicable statutory requirements.

5.6. The fact that an order has already been shipped does not, by itself, eliminate the customer's statutory rights.

6. RIGHT OF WITHDRAWAL

6.1. Consumers covered by applicable Turkish distance sales legislation generally have the right to withdraw from an eligible purchase within fourteen (14) days of receiving the product, without giving a reason or paying a penalty.

6.2. Customers may exercise this right by sending an unequivocal withdrawal notification to mustovcustom@gmail.com within the applicable statutory period.

6.3. Following a valid withdrawal notification, the product shall be returned within the period required by applicable law.

6.4. Original artworks, hand-painted rugs, and handmade products are not automatically excluded from withdrawal rights solely because they are unique or artistically original.

6.5. Products manufactured or personalized according to a customer's specific requests or personal needs may be excluded where the applicable statutory exception applies.

6.6. All mandatory rights relating to defective, damaged, or incorrectly supplied products remain unaffected.

7. RETURN SHIPPING AND COSTS

7.1. Customers requesting a return should contact MUSTOV CUSTOM to receive appropriate return instructions.

7.2. The designated return carrier and applicable return procedures shall be communicated in accordance with consumer protection legislation.

7.3. Return shipping costs shall be borne by the customer only where permitted by applicable law and subject to any legally required advance disclosure.

7.4. Where the Seller is legally responsible for return shipping costs, such costs shall be covered by MUSTOV CUSTOM.

7.5. The customer is encouraged to use suitable protective packaging to reduce the risk of damage during return transportation.

7.6. Original packaging is recommended where available but is not an absolute condition for exercising statutory withdrawal rights.

7.7. International returns may involve customs procedures, transportation restrictions, or additional documentation. Any allocation of costs and responsibilities shall comply with applicable law.

Return Address:

MUSTOV CUSTOM — Mustafa Daşdemir
Kale Mh. Konya Sk. No: 44/10-11
Altındağ, Ankara, Türkiye

Return Contact: mustovcustom@gmail.com

8. REFUNDS

8.1. Refunds shall be processed in accordance with applicable consumer protection legislation and statutory deadlines.

8.2. Where the customer validly exercises the right of withdrawal, the Seller shall reimburse the payments received, including standard delivery charges where legally required.

8.3. Refunds shall be made using the legally required payment method, without imposing unlawful fees or penalties.

8.4. Where an order cannot be fulfilled or a customer validly terminates the contract due to failure to meet the agreed delivery obligations, the Seller shall comply with applicable notification and reimbursement requirements.

8.5. Banking and payment processing times may affect when a completed refund appears in the customer's account but shall not eliminate the Seller's legal obligations.

9. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

9.1. Original artworks are packaged with reasonable care appropriate to their materials, dimensions, and characteristics.

9.2. Customers receiving a damaged, defective, or incorrect product are encouraged to contact MUSTOV CUSTOM as soon as reasonably possible.

9.3. Customers may provide photographs of the artwork, packaging, and visible damage to assist in evaluating the issue.

9.4. Where practical, visible transportation damage may be documented with the carrier. Failure to obtain a carrier report shall not automatically eliminate statutory consumer rights.

9.5. Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction, or reimbursement.

9.6. Nothing in this policy restricts mandatory consumer rights concerning defective or non-conforming products.

10. FORCE MAJEURE AND EXTRAORDINARY CIRCUMSTANCES

10.1. MUSTOV CUSTOM recognizes that extraordinary circumstances beyond the reasonable control of the parties may affect artwork production, packaging, shipping, customs clearance, or delivery.

10.2. Such circumstances may include, without limitation, where they meet the applicable legal requirements:

• Earthquakes, floods, fires, severe storms, and other natural disasters.

• Pandemics, epidemics, widespread infectious disease outbreaks, and related public health restrictions.

• Wars, armed conflicts, terrorist attacks, and serious threats to public safety.

• Widespread civil unrest, riots, violent demonstrations, and extraordinary social disturbances.

• Government-imposed restrictions, border closures, embargoes, and emergency regulations.

• Major disruptions to international transportation, shipping infrastructure, ports, or customs operations.

• Large-scale power failures, communications outages, or critical infrastructure disruptions.

• Other exceptional events that are unforeseeable or unavoidable and materially prevent or obstruct contractual performance.

10.3. An event shall not automatically constitute force majeure merely because it is listed above. Its actual impact on the affected contractual obligations and the requirements of applicable law shall be considered.

10.4. Where such circumstances materially affect an order, MUSTOV CUSTOM shall inform the customer as soon as reasonably possible, explaining the nature of the disruption and its expected consequences.

10.5. Where lawful and appropriate, the parties may agree in writing to a revised production, dispatch, or delivery schedule.

10.6. MUSTOV CUSTOM shall take reasonable steps to mitigate disruption and resume performance when reasonably possible.

10.7. Force majeure shall not automatically authorize indefinite delays, cancellation without lawful grounds, or the withholding of refunds owed under mandatory consumer protection legislation.

10.8. If performance becomes legally impossible, or if the customer acquires a statutory right to terminate the contract because of non-performance, the applicable notification, termination, and reimbursement requirements shall be respected.

10.9. Nothing in this section excludes liability that cannot lawfully be excluded or limits the customer's mandatory statutory rights.

11. CONTACT INFORMATION

For questions concerning shipping, delivery, cancellations, returns, refunds, commissioned artworks, or extraordinary circumstances affecting an order, please contact:

Seller: Mustafa Daşdemir
Brand Name: MUSTOV CUSTOM
Address: Kale Mh. Konya Sk. No: 44/10-11, Altındağ, Ankara, Türkiye
Telephone: +90 545 345 1321
Email: mustovcustom@gmail.com
Website: www.mustov.com

Customers are encouraged to include their order number and a brief explanation of their request.

This policy shall be interpreted in accordance with applicable consumer protection legislation, without prejudice to mandatory rights arising under the laws applicable to individual transactions.

Last Updated: November 4, 2026