Returns, Refunds, Warranty & Commercial Sales Policy

Effective Date: 08 Nov 2019

This policy forms part of the contractual terms governing all orders placed with Turcobazaar Limited. By placing an order on our website, by email, by invoice, by telephone, or by any other sales channel operated by us, the purchaser confirms that they have read, understood, and accepted this policy in full.

1. Commercial / Business-to-Business Sales Only

All goods supplied by Turcobazaar Limited are sold strictly for commercial, professional, trade, catering, hospitality, foodservice, resale, workshop, business, or other non-consumer use.

By placing an order, the buyer expressly confirms and warrants that:

• the purchase is made for business or professional purposes;
• the goods are not being purchased as a consumer purchase for private domestic use;
• the buyer has the authority to enter into a legally binding contract on behalf of the purchasing entity or business;
• the buyer has reviewed the product description, dimensions, power requirements, installation requirements, and delivery conditions before ordering.

If a buyer is in fact acting as a consumer despite representing themselves as a business purchaser, Turcobazaar Limited reserves all rights to rely on the true facts, the order circumstances, the billing and delivery details, the intended use of the product, and all surrounding evidence.

2. No Automatic Cooling-Off or Change-of-Mind Return Right

As our products are supplied on a commercial basis, orders are treated as firm commercial orders. No automatic right to cancel, reject, return, or obtain a refund simply because the buyer has changed their mind, no longer requires the item, ordered the wrong item, misjudged the size, failed to check compatibility, or is dissatisfied for reasons unrelated to a verified fault expressly accepted by us in writing.

No return, cancellation, refund, or exchange shall be valid unless approved by Turcobazaar Limited in writing and processed strictly in accordance with this policy.

3. Product Information, Images, Suitability & Buyer Responsibility

Product images, technical details, finish, dimensions, colour shade, minor fittings, packaging style, accessories, and visual presentation may vary from time to time due to manufacturing revisions, supplier changes, product development, model updates, or production tolerances.

The buyer is solely responsible for ensuring before purchase that the goods are suitable for:

• the intended commercial use;
• the available electrical, gas, ventilation, extraction, drainage, and water connections;
• the access route into the premises;
• the available installation environment;
• local compliance requirements, local authority requirements, or any site-specific regulations.

Turcobazaar Limited shall not be liable where issues arise from incorrect assumptions, incompatibility, site limitations, inadequate power supply, unsuitable gas pressure, insufficient ventilation, poor installation conditions, or buyer failure to verify suitability in advance.

4. Inspection on Delivery

The buyer must inspect the goods immediately upon delivery and before use, installation, modification, or commissioning.

The buyer must verify:

• that the correct item has been delivered;
• that the item is complete;
• that there is no visible transport damage;
• that packaging is retained in full;
• that no installation or use begins before inspection is complete.

Any visible damage, shortage, missing part, transit issue, or apparent delivery discrepancy must be reported to us in writing by email within 24 hours of delivery, together with photographs, video, and all packaging evidence.

Failure to report within that timeframe may result in rejection of the claim.

5. Use, Installation, Commissioning & Qualified Engineer Requirement

All commercial catering equipment must be installed, connected, tested, and where required, hardwired or commissioned by a suitably qualified and certified engineer or installer.

It is the buyer’s responsibility to ensure that:

• electrical supply is correct and adequate;
• phase, voltage, amperage, fuse protection, and circuit loading are appropriate;
• gas type, gas pressure, fittings, and safety checks are correct;
• ventilation and extraction are compliant and sufficient;
• water and drainage connections, where relevant, are suitable;
• the equipment is used, cleaned, and maintained in accordance with good trade practice.

Turcobazaar Limited accepts no liability for faults, damage, malfunction, underperformance, or safety issues caused or contributed to by incorrect installation, incorrect connection, incorrect voltage, inadequate power supply, unsuitable site conditions, misuse, neglect, poor maintenance, unauthorised modification, or use outside the product’s intended commercial purpose.

5.1 Mandatory Professional Installation & Proof Requirement

All commercial catering equipment supplied by Turcobazaar Limited must be installed, connected, and commissioned by a qualified and certified engineer (e.g. Gas Safe registered engineer for gas appliances, or a certified electrician for electrical equipment).

By placing an order, the buyer acknowledges and agrees that:

• installation by a qualified professional is mandatory;
• the equipment must be connected in accordance with local safety regulations and manufacturer guidelines;
• incorrect installation may result in malfunction, safety risks, or damage;

For any fault, warranty, return, or refund claim, Turcobazaar Limited reserves the right to request:

• a formal installation report from a qualified engineer;
• proof of installer credentials (e.g. Gas Safe ID, electrician certification);
• evidence that correct voltage, power supply, gas pressure, and connections have been used;

Failure to provide valid proof of professional installation will result in automatic rejection of any warranty, return, or fault claim.

Turcobazaar Limited shall not be liable for any issues arising from:

• self-installation;
• installation by unqualified personnel;
• incorrect electrical or gas connections;
• improper setup, calibration, or commissioning;

6. Return Requests: Written Approval Required

No goods may be returned without our prior written authorisation.

Return requests must be made strictly by email. Requests submitted by live chat, WhatsApp, social media, telephone, or verbal conversation are not valid return requests unless and until confirmed by us in writing by email.

Any approved return must:

• be authorised by us in writing;
• quote the order number and reason for return;
• include all requested photographs, videos, and documentation;
• be returned exactly as instructed by us;
• be packaged safely and completely, including original packaging;
• include any return form, case reference, or identification documents required by us.

Any unauthorised return, refused delivery, incomplete return, or return sent to the wrong address may be rejected, refused, held, or returned to sender at the buyer’s cost.

7. Non-Fault Returns (Exceptional and Discretionary Only)

Turcobazaar Limited is under no obligation to accept non-fault returns. If, in our sole discretion, we agree to accept a non-fault return, the following will apply:

• the product must be unused, uninstalled, unmodified, clean, and in resaleable condition;
• the product must be in the original packaging with all parts, accessories, manuals, and fixings;
• the buyer bears all return transport cost and transport risk;
• a restocking charge will apply;
• inspection, admin, packaging replacement, pallet, cleaning, handling, and remarketing charges may also apply;
• any refund is subject to inspection and written approval by our customer service department.

We reserve the right to refuse any non-fault return entirely.

8. Functional Fault Claims on Arrival / Early Use

If the buyer alleges that the product is faulty on arrival or within the initial operating period, the buyer must notify us in writing as soon as the issue is discovered and must provide, upon request and without delay:

• a clear written explanation of the issue;
• a full video showing the fault and the control panel or operating sequence;
• photographs of the product, rating plate, plug, cable, connections, and installation environment;
• a qualified engineer’s installation or inspection report, where requested;
• proof of correct power supply, connection, installation, and use.

We reserve the right to troubleshoot remotely first. The buyer must reasonably cooperate with all diagnostic requests before any return, refund, replacement, or warranty decision is considered.

9. No Fault Found / Incorrect Use / Poor Maintenance

If a product is returned, inspected, tested, or reviewed and:

• no fault is found;
• the reported issue cannot be reproduced;
• the issue is due to settings, programming, user error, incorrect operation, poor cleaning, poor maintenance, installation error, unsuitable power supply, unsuitable gas supply, environmental conditions, or site conditions;
• the item is unhygienic, contaminated, odorous, greasy, altered, incomplete, or damaged after delivery;

then the claim will be rejected and the product may be returned to the buyer without prior notice. In such cases, all handling, inspection, storage, redelivery, collection, engineer, packaging, pallet, and administrative costs shall remain the buyer’s responsibility.

10. Warranty Basis

Unless expressly agreed otherwise in writing, our warranty is a parts-only commercial warranty.

This means:

• we do not provide on-site engineer visits unless separately agreed;
• we do not cover labour costs, installation costs, service call charges, travel costs, or loss of earnings;
• we may require a qualified engineer’s report before approving any warranty claim;
• where a defective part is confirmed, we may supply a replacement part rather than accept a return of the whole machine;
• defective parts may need to be returned to us or to the manufacturer if requested.

Warranty claims may be rejected if the buyer fails to provide requested evidence or fails to cooperate with the diagnostic process within the required timeframe.

11. Exclusions from Warranty and Refund Entitlement

Without limitation, the following are excluded from warranty, refund, replacement, and return entitlement unless expressly accepted by us in writing:

• glass breakage or ceramic breakage after delivery;
• consumables and routine wear items;
• damage caused by transit after delivery acceptance;
• incorrect installation or commissioning;
• incorrect electrical or gas supply;
• limescale, carbon build-up, grease build-up, poor cleaning, corrosion, neglect, misuse, abuse, or accidental damage;
• site incompatibility or insufficient ventilation/extraction;
• damage caused by third-party installers, couriers, contractors, engineers, or end users;
• losses caused by downtime, missed bookings, missed service, business interruption, or lost profits;
• cosmetic complaints which do not affect functional commercial use;
• complaints raised after use, alteration, or resale of the goods in circumstances inconsistent with this policy.

12. Refunds

No refund is due unless approved by Turcobazaar Limited in writing after inspection, review of evidence, and application of all relevant charges, deductions, and contractual terms.

Any refund approved by us may be reduced by:

• restocking charges;
• administrative charges;
• collection and delivery costs;
• pallet and packaging costs;
• repair, cleaning, or replacement part costs;
• devaluation for used, marked, damaged, incomplete, or non-resaleable goods.

Refunds, if approved, will be processed only after the goods or evidence have been fully reviewed by us.

13. Cancellation of Orders

Orders may only be cancelled in writing and only if accepted by us in writing.

Where an order has already been processed, allocated, packed, dispatched, procured from an external warehouse, manufactured to order, prepared specially, or reserved against stock, cancellation charges, courier charges, restocking charges, production losses, pallet charges, and administrative costs may apply.

Products described as made-to-order, built-to-order, special-order, custom-prepared, imported-to-order, or extended lead time items may be non-cancellable or subject to substantial cancellation deductions.

14. Refused Deliveries

Refusing delivery does not cancel the contract.

If a buyer refuses delivery without a return authorisation accepted by us in writing, we reserve the right to treat the refusal as a failed delivery and/or unauthorised return. In such cases, collection, return, storage, pallet, admin, inspection, and restocking costs may be charged.

15. Limitation of Liability

To the maximum extent permitted by law, Turcobazaar Limited shall not be liable for:

• loss of profit;
• loss of revenue;
• loss of contracts;
• loss of business opportunity;
• loss of goodwill;
• business interruption;
• downtime;
• indirect, incidental, consequential, or special loss;
• costs incurred by booking installers, staff, engineers, fitters, or deliveries in advance of confirmed receipt and inspection of goods.

16. Evidence, Chargebacks & False Claims

We retain the right to rely on order records, invoices, product listings, email correspondence, dispatch records, delivery scans, signed delivery records, videos, photographs, engineer reports, technical assessments, and internal inspection findings in any payment dispute, chargeback, court claim, or recovery process.

If misleading, incomplete, contradictory, or untrue information is provided to a bank, card issuer, finance provider, payment processor, or dispute platform, we reserve the right to contest the matter fully and to pursue recovery of all sums, interest, costs, administrative expenses, legal fees, and associated losses where legally recoverable.

17. Governing Law and Jurisdiction

This policy, and any contract incorporating it, shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or connected with any order, product, payment, return, refund, cancellation, warranty claim, or communication shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise.

18. Contact for Returns and Fault Claims

All return requests, fault reports, delivery damage reports, and warranty communications must be sent by email to the contact address notified on our website or order documentation. Please include your order number, full business details, contact details, and complete supporting evidence.

Important: By ordering from Turcobazaar Limited, the buyer confirms acceptance of this policy in full.