Customer care
Returns & Cancellations
Clear rules, written in plain words. If anything is unclear, message us before you order — we answer on WhatsApp, usually the same day.
Changed your mind — standard designs
- You can cancel a standard design (a size and colour from our own range and colour card) at any time before delivery, and up to 14 days after the day it is delivered.
- Tell us in writing — a WhatsApp message or an email with your order number is enough. You do not have to give a reason.
- After you tell us, the furniture must come back within 14 days, unused and in the condition it arrived. The cost of collecting and returning it is the customer’s; we tell you that cost before you decide.
- We refund what you paid for the furniture within 14 days of receiving it back, using the same payment method wherever possible. If it has been used or damaged, we may reduce the refund to cover the loss in value.
- Carry-in and installation that have already been carried out are not refunded.
Made-to-order pieces
- Furniture made to your own specification — a custom size, a bespoke design, or a fabric from outside our colour card — is made specially for you.
- You can cancel it free of charge until production starts. We confirm every detail with you on WhatsApp first and tell you before we begin.
- Once production has started it can’t be cancelled, returned or refunded, unless it arrives faulty. It is still covered by the same warranty as every Özbay piece.
If the furniture doesn’t fit
- Please measure your front door, hallways, stairs and lift against the sizes on the product page before you order. Send us photos on WhatsApp and we will check access with you for free.
- Furniture that doesn’t fit through your doors is not faulty, so it is not a free return or exchange. For a standard design the 14-day right above still applies, with the return cost paid by the customer; made-to-order pieces can’t be returned.
Damaged or faulty on arrival
- Check your furniture when it arrives and tell us as soon as you can — ideally within 48 hours — with photos on WhatsApp.
- We repair or replace anything damaged in transit or faulty, at no cost to you.
Warranty
- Every Özbay piece comes with a 2-year frame and manufacturing warranty.
Technical service
- Technical service visits are arranged within 30–45 days. As we have for the past 10 years, we’ll do everything we can to solve every customer’s problem.
How to cancel or report a problem
Message us on WhatsApp at +44 7542 952474 or email ozbayplus@gmail.com with your name and order number (it starts with OZ-). Özbay Furniture is the online store of Özbay Mobilya, head office in Siteler, Ankara. Nothing on this page affects your statutory rights as a consumer.