Warranty and Returns Policy
Warranty and Return Conditions
Review below the warranty, service, shipping damage, return and exchange procedures applicable to the products we sell on a wholesale basis.
Warranty of at least 2 years
Unless otherwise stated for the relevant product, the commercial warranty period offered by DUNA is at least 2 years. All Evolution machines have a 3-year warranty.
Service and technical inspection
For products subject to service-based warranty, exchange or return procedures are carried out in accordance with an authorised service or technical inspection report.
Contracted carrier
Approved warranty shipments are sent through our contracted DHL Cargo service in accordance with our company’s instructions.
Warranty period and coverage
1.1. Products whose brands we own, whose manufacture we commission or which we import are assessed under the warranty conditions of DUNA Dış Ticaret Ltd. Şti. and the relevant manufacturers.
1.2. The warranty period may vary according to the product group and brand. Unless otherwise stated on the relevant product page, invoice or warranty certificate, the commercial warranty period offered by DUNA is at least 2 years. Longer warranty periods may apply to certain hand tools.
1.3. The warranty period begins on the invoice or delivery date of the product. If a different commencement date is specified in the product warranty certificate, that certificate shall apply.
1.4. The warranty covers manufacturing, material and workmanship defects that occur under normal conditions of use.
1.5. For a warranty claim to be assessed, the invoice, order number or another document showing that the product was sold by DUNA must be provided.
Conditions within and outside warranty coverage
Conditions assessed within warranty coverage
- Manufacturing and assembly defects
- Material or workmanship defects
- Manufacturing-related faults arising during normal use
- Technical defects present when the product was delivered
- Warranty faults confirmed by an authorised service centre or technical inspection
Conditions that may be assessed outside warranty coverage
- Use contrary to the user manual
- Incorrect installation, maintenance or storage
- Interventions or repairs carried out by unauthorised persons
- Modifications to the product’s original design
- Impact, dropping, breakage, overloading or external factors
- Wear arising from normal use and consumable items
- Removal or alteration of the serial number or product label
Shipping delivery and transit damage
Shipping damage is a process separate from the product warranty. The existence of warranty rights does not depend solely on an inspection being carried out at the time of delivery.
Nevertheless, the BUYER should inspect the exterior of the packages and, where possible, the products while the courier is present. If the package shows crushing, tearing, moisture, opening or similar transit damage, the courier should be asked to prepare a “Condition Assessment Report”.
Depending on the nature of the damage, the product may be refused or accepted with a damaged-delivery notation entered on the delivery document. Notification of damaged or incomplete delivery must be submitted to our company together with the order number, product information, photographs and the courier report, if available.
The absence of a courier report may affect the determination of transit-related damage and any claims made against the carrier.
Product inspection and defect notification
The BUYER must inspect the delivered products without delay for conformity with the order, quantity and visible condition.
The notification period for defects clearly visible at delivery in commercial sales between merchants.
The period within which products must be inspected, or caused to be inspected, and defects that are not clearly visible must be reported.
Latent defects that cannot be identified through an ordinary inspection must be reported to our company after they become apparent.
These notification periods relate to the obligation to inspect and notify defects in commercial sales. They do not have the same meaning as the warranty period offered for the product. The mandatory provisions of the Turkish Commercial Code and the Turkish Code of Obligations remain applicable.
Product return and exchange conditions
4.1. B2B sales are not subject to the unconditional 14-day right of withdrawal applicable to consumer transactions.
4.2. Return and exchange requests, other than for defective or incorrectly shipped products, are subject to DUNA’s prior written approval.
4.3. Products approved for return must be unused, unassembled, undamaged, in resalable condition and in their original packaging.
4.4. The product must be returned complete with its box, packaging, user manual, warranty certificate, accessories and all other components.
4.5. Returns of products that have been used, damaged, have damaged packaging, are incomplete or are not in resalable condition will not be accepted.
4.6. Products specially imported, manufactured, sized, packaged or procured to order for the BUYER cannot be returned, without prejudice to provisions concerning defects and warranties.
4.7. Returns sent without DUNA’s prior written approval may not be accepted.
4.8. When returning orders for which a corporate invoice has been issued, the BUYER must issue a return invoice or the required electronic document in accordance with applicable tax legislation.
Service and warranty inspection process
The exchange, repair or return of products assessed under a service-based warranty is concluded in accordance with an authorised service or technical inspection report.
Fault notification
The order number, product information and description of the fault are submitted to our company.
Shipping approval
Service or return approval must be obtained from DUNA before the product is shipped.
Technical inspection
The product is inspected by an authorised service centre or technical department.
Resolution
Based on the inspection result, a decision is made regarding repair, exchange, return or exclusion from coverage.
Shipping for returns and warranty claims
6.1. For commercial returns requested by the BUYER and approved by DUNA, the shipping charge shall be borne by the BUYER.
6.2. DUNA covers the shipping charge for consignments resulting from an incorrect shipment or an accepted warranty claim.
6.3. Products sent under warranty must be shipped through our contracted DHL Cargo service after shipping approval has been obtained from our company.
6.4. The BUYER shall bear the shipping charge for consignments sent through a carrier other than the one instructed by DUNA.
6.5. The BUYER is responsible for packaging products sent for return or warranty inspection appropriately so that they are not damaged in transit.
Resolution of return and exchange requests
7.1. Once returned products have been received, they are inspected in respect of packaging, accessories, condition of use, technical condition and suitability for resale.
7.2. If a return or exchange request is accepted, the product price may, subject to the parties’ commercial agreement, be credited to the BUYER’s current account, offset against another product or refunded in accordance with the payment method used.
7.3. Products that do not meet the return conditions may be sent back to the BUYER after notification. The shipping charge for this consignment shall be borne by the BUYER.
Warranty, service and return applications
You can submit requests concerning faulty products, warranties, service, returns or exchanges to our company through the channels below. Please include the order number, product code, description of the fault and, where possible, photographs of the product with your application.
