RETURN POLICY

Last Updated: February 01, 2024

All products offered for sale on refsan.com.tr (excluding second-hand items) are covered by a manufacturer or distributor warranty for at least two years.

For custom-assembled, personalized, or brand-specific machinery and equipment, returns or exchanges are not accepted unless there is a manufacturing defect.

If a product has a technical issue, it will be tested by our team. A return or replacement is processed based on the resulting technical report.

For returns not related to malfunctions, the original packaging and the resaleability of the product must remain completely intact. As an ethical standard, we do not sell opened or used products to other customers; therefore, we can only accept returns for unused items (excluding technical problems or manufacturing defects).

To process a return that meets these conditions, please fill out the "return" section at the bottom of your invoice and send the product back to us along with the invoice.

1. FOR CUSTOMERS RESIDING IN TURKEY (DOMESTIC SALES)

Distance Selling (Consumers)

In accordance with the Consumer Protection Law No. 6502 and the Distance Contracts Regulation, consumers making purchases via phone or the internet have the right to return or exchange the product without any justification and without paying any penalty within 14 days from the delivery date, provided they follow the procedures outlined in the preliminary information form and the contract text.

Within 20 days of receiving your withdrawal notification, we commit to refunding the amount or providing a shopping voucher equal to the product's value, provided the product is undamaged and returned in full. Shipping fees for products exceeding 30 desi/kg per package are non-refundable. Legal entities or individuals acting for commercial or professional purposes cannot benefit from the right of withdrawal or any rights arising from it.

Defective Products

A defective product is one that does not conform to the sample or model agreed upon by the parties at the time of delivery or lacks the features it should objectively possess, thus violating the contract.

Products that do not contain one or more of the features stated in their packaging, label, user manual, internet portal, or advertisements; products that contradict the qualifications declared by the seller or determined in technical regulations; and products with material, legal, or economic deficiencies that reduce or eliminate the expected benefits for the consumer are also considered defective.

Optional Rights in Case of Defective Products

If a product is found to be defective, the buyer may exercise one of the following rights:

• a) Withdraw from the contract by declaring readiness to return the sold item,
• b) Retain the sold item and request a discount proportional to the defect,
• c) Request free repair of the sold item at the seller's expense, provided it does not require excessive costs,
• d) Request the replacement of the sold item with a non-defective equivalent, if possible.

The rights to free repair or replacement with a non-defective equivalent can also be directed against the manufacturer or importer. If exercising these rights poses disproportionate difficulties for the seller, the consumer may choose to withdraw from the contract or request a discount.

Conditions for Exercising Optional Rights

Transactions will be finalized within the periods specified under Law No. 6502 if the products meet the following conditions:

• Confirmation that the product is defective.
• If the refund option is chosen, the product must be returned flawless and complete as it was at the time of purchase.
• The product must be returned with all included gifts, accessories, software CDs, original protective materials, user manual, warranty certificate, and all other equipment it was sold with.
• The original sales invoice must be presented.
• If the invoice was issued to a company (commercial real person enterprise or commercial legal entity), the original return invoice or self-employment receipt must be provided.

Exclusions from Defective Product Coverage

The right to claim a defective product does not cover issues resulting from user error, such as accidents, usage contrary to the user manual or warranty conditions, liquid contact, improper power/current levels, and general wear and tear.

Purchases Made as a Merchant (B2B)

If your invoice is issued to a company name (commercial enterprise or legal entity), you cannot benefit from the specific protections provided to standard consumers by consumer law. In such cases, returns are only processed as exceptions in special situations approved by the manufacturer to ensure customer satisfaction. Do not forget to provide the return invoice; otherwise, the transaction cannot be completed due to legal obligations.

2. FOR INTERNATIONAL CUSTOMERS (SALES ABROAD)

International Distance Selling & Returns

International orders are subject to different regulations depending on the destination country and standard international trade laws. Because international logistics involve complex customs procedures and extended transit times, general returns for non-defective items (such as changing your mind) are not automatically accepted once the product has left Turkey.

If an international return for a non-defective item is exceptionally approved by our export department, the buyer is entirely responsible for all round-trip shipping costs, export/import taxes, customs duties, and any other associated fees. The original shipping and customs fees paid during the purchase are non-refundable.

Defective Products & International Warranty Support

If your machinery or equipment arrives damaged or has a manufacturing defect, you must report this to our export department immediately upon delivery. Due to the heavy and industrial nature of our products, international warranty claims follow a specific process:

• Visual Evidence: You must provide detailed photos and videos of the defect, along with a written explanation, so our technical team can assess the issue remotely.
• Spare Parts & Remote Support: Instead of requiring the physical return of heavy equipment across borders, we primarily resolve international warranty claims by sending replacement parts free of charge and providing expert remote technical guidance for the repair.
• Full Replacement: If a major manufacturing defect cannot be resolved through spare parts or remote support, a replacement or refund strategy will be determined mutually in accordance with international trade standards.

Commercial Exports (B2B)

For international corporate clients and distributors, the terms of sale, warranty, and return policies are strictly governed by the specific commercial agreements and the Incoterms stated on your commercial invoice and export documentation. Standard consumer protection laws do not apply to international commercial contracts.