Warranty, Order Cancellation and Delivery Terms
Please read our commercial terms written below before placing an order. When an order is placed, the following terms shall be deemed accepted without the need for additional written confirmation.
PRODUCT WARRANTY
The warranty period starts from the date the invoice of the product is delivered to the customer and, unless otherwise stated, is at least two years for repair/servicing operations and at least one year for free parts replacement against manufacturing defects. The warranty terms and conditions are limited to the conditions set by the equipment manufacturer, and free spare parts replacements take place following manufacturer approval.
As NOVEL Ltd., we attach great importance to customer satisfaction; at this point, we perform all pre-sales project design and post-sales user training free of charge. Most of our products have Turkish language-supported user manuals and instructions if operational details are required.
Different manufacturers may offer different warranty terms and conditions. Within this framework, separate warranty terms and conditions apply for each product and brand. Please review the warranty terms and conditions of the product you wish to order prior to purchase. To access brand and product warranty conditions, please refer to the "Warranty Terms" section in the user manuals located on the product web pages or request this information from us via e-mail.
Defect repairs and service operations covered by the warranty are carried out in our TSE-approved Technical Service department. In some cases, if the fault cannot be rectified within the Technical Service or if the product construction/classification does not permit local repair, it may be necessary to return the product to the manufacturer's factory for repair and maintenance purposes. Even if the product is under warranty, (unless otherwise stated) in cases where the repair of the product must only be performed by sending it to the manufacturer's facility "abroad", NOVEL Ltd. may claim dispatch, freight, import, and customs/tax expenses from the customer.
For products imported by us as NOVEL Ltd., our warranty services are limited to the repair and servicing operations performed by our Technical Service. Replacement of parts or product replacement is subject to the manufacturer's approval. In this regard, NOVEL Ltd.'s responsibility is limited to requesting this replacement from the relevant manufacturer and, upon approval, carrying out the replacement; NOVEL Ltd. does not undertake free parts replacement or product replacement. If the manufacturer approves the replacement, re-importing the relevant part or product is the responsibility of NOVEL Ltd.
Whether a defect involves user error is determined following inspections carried out by our Technical Service specialists or through a feedback report issued by the manufacturer.
The Warranty Certificate for the products comprises the invoices showing the serial number of the product proving that the product was purchased. Presentation of invoice information is sufficient for warranty conditions. Warranty conditions are not valid for products without an invoice or where an invoice is not presented.
The customer shall bear the carriage costs both into and out of the NOVEL Ltd. warehouse for both in-warranty and out-of-warranty work. All transport, carriage, and other expenses are the responsibility of the customer.
Products with an Expiry Date (gas detector tubes, etc.), products whose service life begins upon opening the packaging (gas sensors, etc.), or consumables relating to products are not covered by the warranty. The warranty coverage expires as soon as these products reach the consumer, no exchange or return is accepted for these products under any circumstances.
In replacements carried out by the Technical Service using consumables (gas sensor, filter, etc.), all products are tested, test results are approved and reported in writing, and products are delivered with this document proving correct operation. Materials used in products delivered with this document are not covered by warranty. Due to these replacements carried out upon customer request, no exchange or return of any opened product is accepted.
ORDER CANCELLATION
NOVEL Ltd. reserves the right to cancel the sale if non-stock products cannot be procured. Should this situation arise, the customer's account details will be obtained via e-mail and the resulting difference will be refunded within 30 working days following receipt of the details. NOVEL Ltd. cannot be held responsible for delays arising from banking transactions.
Order cancellation is not possible for orders that are not in our stock and have been placed overseas (with the manufacturer). For orders to be fulfilled from existing stock, cancellation requests will be considered provided that they are communicated via e-mail/fax and confirmed by telephone within the delivery lead time until dispatch, and within the first 24 hours of order placement.
Products requested for return are first sent to service with a delivery note. Following technical inspection in service, products free from any defect, fault, or deformation are accepted for return with a 40% deduction from the net sales price covering financing, processing, and restocking costs.
Returns or order cancellations for custom-made or specially procured products for the customer will not be accepted. If the order cancellation request is not communicated within the specified time and under the specified terms, the loss arising in such a cancellation will be deducted from the customer's advance payment.
DELIVERY INFORMATION
Orders in our stock with completed payment will be dispatched within at most 5 working days following confirmation of payment details. Please contact us for payment and financing terms.
Products not available in our stock will be dispatched within at most 90 days following confirmation of the advance payment received by the finance department. This duration may vary depending on reasons such as manufacturer stock availability and import conditions.
Orders placed on Saturdays and Sundays are deemed placed on the Monday following confirmation of payment details. Orders coinciding with official and public holidays are deemed received on the first working day following confirmation of payment details.
NOVEL Ltd. accepts no liability for disruptions caused by the courier/carrier company. For shipments, NOVEL Ltd.'s liability is limited to hand-over to the carrier from the office or hand delivery to the customer from the office; if the customer requests shipment to a different location, the carriage costs and liability belong to the customer.
For orders placed online, cancellation and return periods apply under the terms established by legal standards. Some of our products are hygiene-sensitive products, and since they lose their resaleable condition if opened, returns cannot be accepted. Prior to ordering, please direct all questions regarding whether the product is suitable for your application to our sales consultants; our consultants will be pleased to assist you with your queries. Returns are strictly not accepted for products whose original box has been opened/packaging has been damaged and has lost resaleable condition.
LEGAL RIGHTS
Following purchase of the product, all operation of the product is the customer's responsibility. The customer is obliged to undergo pre-use training, read and understand the operating instructions, user manual, and all other documents supplied with the product, and take all precautions before and after use so as not to cause harm to themselves. NOVEL Ltd. completely disclaims any liability for damages arising for any reason from the use of the equipment sold. It is the customer's responsibility to monitor maintenance, calibration, technical service, and other operations of the product post-purchase.
DISCLAIMER and LIMITATION OF LIABILITY
Equipment manufacturers may refuse sales of their products to certain countries or introduce different restrictions pursuant to the limitations in the commercial regulations of their own countries. NOVEL Ltd. is obliged to comply with all of these terms. Therefore, NOVEL Ltd. assumes no liability for punitive damages/penalties that may arise regarding the sale of supplied products to third parties/companies without prior notice, and reserves the right to cancel orders when necessary.
The liability of NOVEL Ltd. arising from contract, tort, any warranty, negligence, or otherwise shall not exceed the purchase price paid by the customer for the product. The price paid for the product is a factor limiting NOVEL Ltd.'s liability. No action of any form arising from transactions under these terms may be brought by the customer more than one year after the cause of action has occurred.
NOVEL Ltd.
Our contact details for all your questions;
info@novel.com.tr
+90 (216) 428 09 20–21 (PBX)