Refund policy

ASC Gifts – Return & Refund Policy

We want you to feel confident when you order from ASC Gifts. Every piece is handcrafted with care in our small workshop, and most of our products are personalized just for you. Because of this, our return policy works a little differently from big-box stores.

Please read this policy carefully before placing your order.

1. 14-Day Return Window (General Policy)

We offer a 14-day return window from the date your order is delivered.

However, because many of our products are custom and made-to-order, not every item will be eligible for return. Custom pieces cannot be resold or reused once they’ve been created specifically with your names, dates, or personalized text.

Our 14-day promise exists to give you peace of mind:
if something isn’t right, or you truly don’t love your item, you can reach out and we’ll do our best to help in a fair and reasonable way.

2. Personalized vs. Non-Personalized Items

Personalized / made-to-order items

These include, for example:

  • Products with names, dates, or custom messages
  • Custom color, size, or layout requests
  • Designs created specifically for your event or recipient

Because these items are created uniquely for you and cannot be reused, they are generally not eligible for return or exchange, except:

  • if the item arrives damaged,
  • if there is a defect,
  • or if we made an error compared to the personalization details you provided.

If you believe there is a problem with a personalized item, please contact us (with photos) and we will review the situation on a case-by-case basis.

Non-personalized items

Non-custom or standard items (for example, certain accessories or supplies) may be eligible for return within 14 days of delivery, as long as:

  • The item is unused,
  • In its original condition, and
  • In its original or equivalent protective packaging.

3. Return Shipping Costs & Packaging

  • Return shipping fees are the responsibility of the customer.
  • We recommend using a trackable shipping service and keeping your receipt.

Because many of our products are made from wood and can be damaged in transit, proper packaging is extremely important:

  • Items must be packed with at least the same level of protection as they were shipped to you.
  • If a returned item arrives damaged, scratched, broken, or not in the condition in which it was delivered, we may reduce the refund amount or be unable to offer a refund at all.

4. Damages and Issues

Please inspect your order as soon as it arrives.

If your item is:

  • Defective,
  • Damaged in transit, or
  • You receive the wrong item,

please contact us immediately at hello@ascgifts.com with:

  • Your order number,
  • Clear photos of the item and packaging, and
  • A short description of the issue.

This allows us to evaluate the situation quickly and make it right—whether that means a replacement, partial refund, or another solution.

5. How to Start a Return

To start a return, please email us at:

hello@ascgifts.com

Include:

  • Your full name
  • Your order number
  • Photos (if there is damage or a defect)
  • A short explanation of why you’d like to return the item

If your return is accepted, we will:

  • Provide you with return instructions, and
  • Share the return shipping address (as listed below).

Please note:

Items sent back to us without first requesting a return will not be accepted.

Return address:

ASC Gifts
Fatih Mahallesi
Mehmet Akif Boulevard No: 255A
Bağcılar, Istanbul 34204
Turkey

6. Exchanges

Because our products are handmade and usually personalized, we cannot offer direct exchanges in the traditional sense (e.g., “swap this finished guestbook for another design”).

If you would like something different:

  1. We will first process a refund for any eligible returned item, and
  2. You may place a new order for the item, size, or design you prefer.

For personalized items, exchanges are generally not possible, except in cases of damage, defect, or error on our part.

7. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the legal right to cancel or return your order within 14 days of delivery, for any reason and without providing a justification.

In this case:

  • Your item must be in the same condition that you received it: unworn or unused, with tags (if applicable), and in its original packaging.
  • You’ll also need the receipt or proof of purchase.
  • Unless required otherwise by local law, return shipping costs remain the responsibility of the customer.

Please note that for personalized items, local laws may limit or modify your rights. If you are unsure, please contact us before placing your order or before returning your item.

8. Refunds – Timing and Process

Once we receive and inspect your return, we will:

  1. Notify you by email that we have received your item, and
  2. Confirm whether your refund is approved or partially approved.

If approved:

  • Your refund will be issued to your original payment method within 10 business days.
  • Your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still do not see it, please contact us at hello@ascgifts.com so we can assist you.