Legal
Refund Policy
Last updated: 2026
Custom-made goods
Every Sillua artwork is made to your personal specifications, based on the photo you submit and the style you choose. Under Turkish consumer law (Distance Contracts Regulation, Article 15/(1)(b)), custom-made goods are exempt from the standard 14-day right of withdrawal.
IMPORTANT
Because our products are made to order, refunds, exchanges, or remakes are only available for items that arrive damaged, defective, or incorrectly delivered. Outside of these cases, we do not offer exchanges, revisions, or refunds for buyer-related reasons such as not liking the design, changing your mind, uploading the wrong photo, or incorrect placement. This is based on the legal exemption cited above.
That said, our policy goes beyond the legal minimum. The cases below explain when and how we issue remakes or refunds.
1. Production defect or shipping damage
If your canvas arrives damaged, has a printing defect, or doesn't match what we promised, we will:
- Remake and reship at no cost, or
- Issue a full refund
Please contact us at support@sillua.com within 7 days of delivery with a photo of the issue.
2. Gallery selection & canvas orders
For canvas orders, you choose your favorite design from a collection of 10. If none of the 10 designs meet your expectations, you can request a partial refund before selecting a design. The digital design fee (equivalent of the digital product price) is non-refundable; the canvas printing & shipping portion is fully refundable.
Once you select a design and we begin canvas production, the order becomes non-refundable except for production defects or shipping damage.
3. Digital artworks
Digital artworks are non-refundable once delivered (i.e., once the high-resolution file is made available in your gallery). Because each file is custom-made, this aligns with the legal exemption above.
If you experience a technical issue accessing your file, contact us we'll help.
4. Wrong address / failed delivery
If a canvas is returned to us due to an incorrect or incomplete address provided by you, we can reship for a small additional fee covering the cost of the second shipment. Refunds are not possible in this case because the canvas was successfully produced.
5. Order cancellation
Orders can be cancelled at no cost only before our atelier begins production, typically within the first 30 minutes after order placement. Once design generation has begun, the order cannot be cancelled.
How to request
For any refund or remake request, write to support@sillua.com with your order number and a description of the issue. Photos help us respond faster.