Arnetti, a trading name of Netsan Mobilya, is committed to fair, transparent, and responsible commercial practices in accordance with Incoterms® 2020, the United Nations Convention on Contracts for the International Sale of Goods (CISG), and sector standards for wholesale B2B exports.

⚖️ Policy Scope

This policy applies exclusively to wholesale (B2B) export orders, and may not apply to retail or domestic transactions. All commercial terms refer to Incoterms® 2020, with the standard term being EXW (Ex Works) – Türkiye, unless otherwise contractually agreed.

🔁 Returns & Replacements

General Principles
Returns and replacements are only accepted under the following conditions:

• Goods are received damaged or defective due to proven manufacturing fault or packaging failure under our control.
• A formal claim is submitted within 48 hours of receipt, along with:
• Photographic/video evidence
• Waybill or delivery note
• Product label(s) and SKU(s)
• Description of damage or defect

Eligibility by Incoterm

• Under EXW, risk transfers to the buyer at our premises. Damages incurred during loading, transit, or unloading fall under the buyer’s liability unless specified otherwise.
• For FCA, CPT, CIF, DAP, DDP, or other agreed terms, liability for damage is determined by the transfer point defined in the Incoterm.

Replacement Process

• If the damage is attributable to our manufacturing or packaging, we will:
• Provide a free replacement product, or
• Issue a credit note or partial refund, as mutually agreed.
• Shipping costs for replacements under our liability will be borne by us.

❌ Order Cancellations

Standard Orders (In-Stock)

• Cancellations accepted prior to dispatch with international refund transfer deductions.
• If already packed or loaded (EXW/FCA), a 10–15% handling fee may apply.

Custom or Made-to-Order (MTO) Products

• Cancellations not permitted after production has begun.
• If raw materials or production resources have been allocated, a 25–50% cancellation fee may apply.

Cancellation Procedure

• Submit a written request via email to [email protected].
• All cancellation decisions are confirmed in writing.

💸 Refunds

When Refunds Apply

• Refunds may be issued only in the following scenarios:
• Goods are proven defective and return/replacement is not feasible.
• An order was cancelled before production or dispatch under applicable terms.
• Excess advance payment was made by the buyer.

Processing

• All refunds are processed within 14 business days of written approval.
• Refunds are issued to the original method of payment or via bank transfer.
• For foreign currency refunds, exchange rates and transfer fees may apply.

Non-Refundable Scenarios

• Buyer’s change of mind
• Buyer’s failure to collect or receive goods under EXW or FCA terms
• Delays caused by customs or local logistics

🧾 Documentation Requirements

All refund or return requests must include:

• Commercial invoice
• Proof of payment
• Bill of lading or waybill
• Photos/videos of issue
• Packing list and SKU reference
• RMA (Return Merchandise Authorization), if provided

🚚 Freight & Customs Responsibilities

As per Incoterms® 2020:

• Under EXW/FCA, buyers are responsible for all shipping and customs formalities after goods leave our premises.
• Under CPT/CIF/DAP/DDP, we manage delivery according to the Incoterm scope; responsibility for replacement costs depends on where risk passed.

Returned Goods Relief (RGR)

• In accordance with WTO and WCO guidelines, international buyers returning goods should declare the return to avoid double duty payment. Netsan Mobilya will provide necessary export documents on request.

🛡️ Warranty Coverage

All products sold under commercial agreements are covered by a 12-month limited warranty against manufacturing defects.

Estimated Product Lifespan (under recommended usage and environmental conditions):

• Particleboard/MDF furniture: 5–10 years
• Solid wood furniture: 10–15 years

Warranty Exclusions:
This warranty does not cover:

• Damage incurred during transit unless the shipment is under our responsibility (Incoterms DAP/DDP)
• Improper assembly, misuse, or non-standard application
• Damage from environmental conditions such as moisture, humidity, or direct sunlight
• Custom-altered, repaired, or modified products

All warranty claims must follow the same inspection and documentation process as returns, including photo/video evidence, purchase documentation, and SKU references.

📬 Contact & Claims

For any claim, refund, or cancellation inquiry, contact:
📧 [email protected]
🕒 Available: Monday–Friday, 09:00–18:00 (GMT+3)

This policy complies with international trade standards and reflects the rights and responsibilities of buyers and sellers in cross-border B2B furniture transactions. Any deviation from this policy must be contractually agreed upon prior to the order.