Delivery and Returns

1. Scope

Production orders are placed by sellers acting to resell the products (the "Buyer"). As the relationship between the parties is commercial, the consumer right of withdrawal does not apply.

2. Production time

Each product is made after the order is confirmed, based on the design uploaded by the Buyer. Production starts once the order has been paid.

Estimated production and delivery times are shown on the order confirmation screen and in the Pre-Information Form. Times are in business days and exclude force majeure and delays caused by the Buyer.

3. Shipping and delivery

• Products are shipped with our partner carriers to the address the Buyer provides with the order. At the Buyer's request, they can be shipped directly to the Buyer's end customer.
• Once shipped, the tracking number is shared with the Buyer on the platform.
• Shipping is not finalised at the time of order. It is charged separately after dispatch, based on the actual amount invoiced by the carrier. The shipping amount shown at checkout is an estimate.
• Risk of loss and damage passes to the Buyer when the product is handed to the carrier.
• For international shipments, customs duties, fees and completing customs procedures are the responsibility of the Buyer or the end customer. Costs arising from refused delivery, parcels held at customs or an incorrect address are borne by the Buyer.

4. Order cancellation

An order can be cancelled on the platform before it enters production; in that case the full product price is refunded.

Orders that have entered production cannot be cancelled or changed because they are made to order. If production proves technically impossible, the Buyer is informed and the amount charged is refunded.

5. Returns and remakes

Because products are made to order, returns and exchanges are not accepted for non-defective products. In the following cases the product is remade free of charge or refunded:

• Manufacturing defects: stretcher bar or frame marks on the canvas surface, canvas tension defects and similar production errors.
• Shipping damage: a support ticket must be opened with photos of the package/box clearly showing the damage. Product photos alone are not sufficient; shipping damage claims without package photos cannot be accepted.
• Missing or wrong items.

Industry-standard colour and size tolerances, colour differences caused by screen settings, and quality issues caused by the resolution of the file uploaded by the Buyer are not defects.

6. Notice period

Visible defects and shipping damage must be reported within 2 business days of delivery, and hidden defects immediately after they are discovered, by opening a support ticket on the platform or emailing destek@canvashelper.com. Products are deemed accepted for defects not reported in time.

7. Refunds

Approved refunds are issued according to the original payment method:

• Payments made by credit or debit card are refunded to the same card via iyzico. The time it takes to appear on your statement depends on your bank.
• Payments made by bank transfer or platform balance are refunded to the platform balance or to the bank account provided by the Buyer.

Refunds are initiated within 14 days of approval at the latest.

8. Software subscriptions

Canvas Helper software subscriptions are not covered by these terms; subscription payments and cancellations are governed by the Terms of Service.

9. Contact

For delivery and return requests, open a support ticket on the platform or write to destek@canvashelper.com.

Legal name

Helper Core Teknoloji İmalat ve Dış Ticaret A.Ş.

Address

Hatip Mh. Gündüz Sefası Sk. No: 8/6 Çorlu / Tekirdağ

Tax office

Çorlu Vergi Dairesi

Tax ID

4611217821

MERSIS no

0461121782100001

Trade registry no

026333

Phone

+90 539 448 25 66

Email

destek@canvashelper.com