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Return and Refund Policies

Turcobazaar Return and Refund Policies

Terms & Conditions

Please read the Terms and Conditions, paying particular attention to the clauses which may be relevant to your business, as well as the warranty and delivery clauses. Effective Date: 02.11.2021


· This contract (the "Agreement") is between you and Turcobazaar Limited ( TurcoBazaar ), registered under number 11661778 at the UK Companies House,

with the VAT number 389 8761 14. You can contact TurcoBazaar at:

o Address: S 8 45 47 Monument Hill, Waybridge Surrey KT13 8RN

o Contact:

Unless expressly stated, no third party has any rights under this Agreement.


· By entering into this Agreement, You confirm that you are at least 18 years old and can lawfully enter into a binding contract. If you are under 18, you may still use the Services provided that you are over 13 and have a parent or guardian's consent. If you are under 18 you are prohibited from buying certain products not appropriate for minors (e.g. alcohol, 18+ content, etc) via the Services.

· You agree not to use the Services for anything unlawful.

· You agree to not knowingly or negligently cause any Service to be reasonable, interrupted or damaged, including without limitation promising to take all steps to avoid introducing viruses, malware or other such items to Turcobazaar's systems or other users.

· You can report any inappropriate content on the Services by contacting us through the contact form at

1. Goods being Sold

1.1 Every sale is considered a business-to-business contract. If you are making a personal purchase for yourself please note that you will not be covered by the consumer Distance Selling Regulations (DSR’s). Therefore we are not obligated to offer refunds or accept returns even if items are unused

1.2 We always aim to ensure all the product information on this website is as accurate as possible. All product images are for illustrative purposes and very occasionally you may find that the dimensions, colours or features may differ once the product has been delivered to you. While we make the utmost effort to make sure that the product image and description reflect the real product, there can be a difference for varying reasons such as product re-development and manufacturing methods. Turcobazaar Limited is not liable for any inaccuracies.

1.3 Before signing to accept the delivery you must make sure that the product delivered is as originally described. Signing the delivery note means you are accepting that the product delivered is as originally described on our website.

1.4 The grills, griddles, and barbecues may be coated with an oily mixture to prevent rusting. The buyer cannot assert that the product is used due to the presence of this protective coating.

2. Pricing and Payment

2.1 All prices listed are subject to the addition of VAT at the standard applicable rate.

2.2 Prices are correct at the time of listing and may be subject to change without prior notice.

2.3 Occasionally an error may cause product price/description to be incorrect, in which case Turcobazaar Limited shall be under no obligation to honour the incorrect price.

2.4 All orders placed with Turcobazaar Limited may be subject to further credit or security checks.

3. Delivery

3.1 Free of Charge delivery is restricted to the mainland United Kingdom. The Channel Islands, Highlands, Northern Ireland and international shipments are subject to additional carriage charges and extended delivery lead times. Orders under £75 (excluding VAT) will incur a charge of £7.99+VAT.

For Northern Ireland and International deliveries, an XI-EORI/EORI NUMBER is required. An EORI (Economic Operator Identification Number) is a unique number that identifies a trader with Customs. It is required on customs exit and entry documents to ensure goods can be processed if this cannot be provided after purchase charges laid out in our terms and conditions are applicable. PALLET DELIVERIES ONLY

3.2 Delivery as standard is a kerb side delivery to a ground floor site. In most cases, this will be between the hours of 7.30 am and 6.30 pm but the courier may call you outside of these hours. Delivery does not include unpacking and positioning, which must be done by the customer. Drivers will be unable to assist with the unpacking process due to liability insurance regulations.

3.4 Expected delivery time frames are shown on product pages, but may be subject to change due to stock availability or if any additional security checks are necessary. We do as much as possible to ensure that products are delivered to you on time and that you will receive them by the estimated delivery date on the website. However, Turcobazaar Limited is not liable for any delays.

3.5 Please DO NOT book any fitters or installers of the equipment ordered until after the goods have been delivered and inspected by yourself. We will not take any responsibility for any costs incurred as a result of arranging this in advance of delivery.

3.6 Turcobazaar Limited is not liable for any lost profits or business interruption that may have directly, indirectly or incidentally arisen from a delivery delay of the order. It is the customer's responsibility to plan and prepare for such instances.

3.7 The Customer is responsible for ensuring that all items will fit onto or within the premises. You (the Customer) are advised to check all entry door dimensions to ensure the product will fit onto or within the site. Any charges caused by an aborted delivery due to this will be passed onto the Customer.

3.8 We will charge a redelivery fee (£50 VAT included per pallet) if no one is available on-site to take delivery of the goods. PLEASE ENSURE YOU FOLLOW YOUR TRACKING which will be emailed on dispatch of the product (email may end up in junk or spam so please be sure to check).

3.9 Prior to dispatch from our warehouse, Turcobazaar must be made aware of any restrictions that may affect the delivery in any way, such as weight limits, access limitations or pedestrianised zones.

3.10 All delivery times given are estimated and they are quoted in terms of normal working days. It is very important to note that delivery times may be affected by factors beyond our direct control.

3.11 Should Turcobazaar Limited be in a situation where they are not able to fulfil delivery of all products in an order, Turcobazaar Limited shall be entitled to perform a partial delivery of the order, without prior notification to the customer. In cases where Turcobazaar Limited is not able to deliver the remaining products of a partially delivered order within a reasonable time frame, the remaining payment can be subject to a refund to the customer without prior notice.

3.12 Every effort is made to ensure that the correct item is sent, however, if you do not receive the correct item you must report this within 24 hours of delivery.  If you intend to return an item, please note returns can only be accepted within 14 days of delivery, in the original unused condition and the original packaging.

3.13 Unless otherwise stated, delivery is approximately 3-5 working days.

4. Cancellations

4.1 Orders are processed from an external warehouse.

4.2 Order cancellation instructions must be given in writing.

  • Any order cancelled within the first hour following payment of the order will be charged a 5% cancellation fee. After the first hour following payment of the order, a restocking fee of 25% will be charged.
  • If you wish to cancel your order on any other day following the day order was placed, a 25% restocking fee and a two-way courier fee will be charged. The Courier fee will depend on the nature of your order.

4.3 Return delivery charges are as follows:

  • For each parcel-sized item in your order up to 30kg in weight, you will be charged 10GBP + VAT.
  • For each pallet-sized item in your order over 30kg in weight, you will be charged 50GBP + VAT.

4.4 Refused Deliveries. If you do not cancel your order in writing but refuse the delivery since the order has been dispatched same terms listed in 4.2 will apply.

5. Damaged Shipments

5.1 Your goods are covered by our goods in transit insurance policy.

5.2 Products delivered on pallets. 

Products delivered on pallets will be delivered to you with a company which is a TPN or Fortec pallet network member. You should inspect the product itself and report damages only if the product itself is damaged. We advise you to ask the driver to wait so that you can inspect your goods and have enough people on hand to do this in a timely manner. Reporting damages on packaging material is not acceptable.

Please carefully check the goods before signing for the delivery. If you find any damages please refuse the delivery and we will exchange the damaged product. If you accept and sign for the delivery, this means you are accepting the order in good condition and the insurance policy will not cover the transport damages you will want to claim. Signing unexamined is not acceptable. 

In the event that the driver will not wait for you to inspect the goods, please refuse the delivery and we will rebook delivery. Once signed the delivery, no damage claims will be accepted and all returns will be subject to the conditions given in section 4. Cancellations.

All reports for Missing Parts MUST be made within 24 hours of receipt of the product so please ensure you verify this on receipt of your purchase product(s).

Should you not sign the goods as damaged and upon later inspection find that the item is indeed damaged, you will need to report this to us via email within 24 hours of receiving the goods.

We offer to replace the damaged item or issue a refund provided that the item is returned back to our warehouse at the customer's own cost and transport risk. There is also an added fee of £120+VAT that the customer needs to pay for administrative fees and delivery charges. A fee of up to 20% of the value of the product may also be applicable to recuperate some of the repair costs and the selling of the product as B-Grade.

5.3 Products delivered by parcel service companies as parcels.

Products delivered as parcels will be delivered to you with a parcel service company which is either DHL, Tuffnells or DPD. The delivery driver will not wait for you to check the goods for transport damages 

In the event that you find the product damaged in transit, you must report any damage to Turcobazaar Limited via email within 24 hours to make a claim. Then we will be able to collect the product and exchange it. If we do not receive an email within 24 hours, your claim for transport damage will be rejected.

5.4 Photographic proof of the damages need to be provided via email.

5.5 Please keep all of the packagings of the product. This will be required to safely return the item. Products without original packaging will not be accepted back.

ALL damaged shipments must be sent to:





6. Returns

6.1 Goods sold may be returned at the customer's own cost and transport risk for a refund provided the product(s) are unused and in their original packaging. The restocking charge for returned items is 25% of the full invoiced amount and if the product was delivered on a pallet an admin fee of £120+vat will be applicable in addition to the 25%. A return form must be requested from our customer support team. This form needs to be filled out and emailed back to us. The same form also needs to be attached to the product being returned for identification.

All returns must be sent to:





We will not accept any returns at our Rugby location without prior consent from Turcobazaar.

No goods are accepted for return after 14 days.

If the buyer returns the product 14 days after the delivery date, there will be %50 restocking fee for unused products. If there are missing original box, wooden box cost (£150) cartoon box (£20) will be deducted.

No refund will be done for damaged or used items.

Please note, once an order has been placed and dispatched to our warehouse the 25% restocking fee will apply.

Refunds will only be paid once the returned goods have been inspected and after the deduction of any restocking charges have been made. We will also deduct any costs for repairing any damage or replacing any missing components that were supplied with the original order. Refunds will be made within 7-14 days after being approved by the customer service department.

7. Refund Policy

A refund request needs to be approved by our customer service department. Evaluation will be made according to the terms and conditions listed here and once the refund is approved, refunds will be made within 7-14 days.

8. Disputes

Please note that if you provide untrue information to your payment provider or the bank regarding the cancellation procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs, damages and interest on the outstanding amount.

9. Installation and Usage of the Goods

The Customer needs to ensure that all power supplies and water and gas connections are appropriate for the goods supplied. All gas-powered / electric-powered goods must be fitted by a GAS SAFE-ELECTRIC SAFE approved fitter and all electrical goods by a qualified fitter. Turcobazaar Limited will accept no liability for damage to goods or any other liability or loss caused by incorrect fitting or installation. Turcobazaar Limited reserves the right to ask for the installation and service engineer reports for warranty claims. Some non-hard-wired products may come with EU plugs. In that case, the UK plug comes with the product separately. The buyer is free to ask for assistance with the plug replacement.

10. Warranties and Liability

If an item is not working on delivery or within 14 days from the invoice date, we will exchange the item or refund the price paid. It is the customer’s responsibility to report such failure in writing with supporting evidence such as an initial installation report of a qualified engineer, photos or video if required within this timescale. Warranty will be rejected for commercial products not installed by a qualified engineer. After 14 days from the invoice date, normal terms of warranty will apply.

The warranty stated is a 12-month parts-only warranty and no labour or engineer costs are covered.  

A parts-only warranty allows you to use your own sourced fully qualified engineer (at your own cost) to assess the problem. This must be followed by a full engineer's report on a letter-headed paper in PDF format with supporting photos to be sent back to us, within 30 days of the reported fault, which we will then forward to the product manufacturer. Any warranty claims requested without a qualified engineer report will be rejected Once approved by the manufacturer the parts required will be sent to your desired location. The manufacturer requests that the defective parts are to be sent back on the repair of the unit. Failure to send these defective parts back is unacceptable and will result in a full invoice for the replacement parts. Failure to provide this report within 30 days of this being reported will result in your warranty claim being rejected.

Our Warranty Service:

We provide a 1-year warranty for all our products. This warranty is limited to part exchanges only; we do not offer repair services or send repairmen. Issues are resolved remotely: customers must describe the problem and provide supportive photos and videos. Once
the issue is identified, we send a replacement part. By ordering from our platform, customers agree to these warranty terms and conditions. Claims of product defects are not valid after the first successful use of the machine.

Turcobazaar Limited does its utmost to expedite all required parts as soon as possible but lead times may vary depending on the required part and location of the supplier. Therefore some parts may need take a week(s) lead time, however, Turcobazaar will keep informed on the status during this period

At our discretion, if we choose to cover the products with a Back to Base warranty, the buyer is responsible for the cost of sending the product back to our warehouse and sending it back to the buyer after being repaired.

Under the Back to Base warranty if the product(s) are discovered to have ‘no fault found’ they will be returned to the Customer, and the return costs will be the liability of the Customer. This also applies to poorly maintained or unhygienic products (strong/bad odours/food remnants etc).

If the item has been reported as faulty within the first 14 days, we are happy to arrange for the return of this, however, we do have the right to inspect this upon its return. If no fault is found or if the item is found to be poorly maintained and therefore a fault has developed as a result of this poor maintenance then we will not be liable and the item will be returned back to you without prior notice.

Limited is not liable for any lost profits or business interruption that may have directly, indirectly or incidentally arisen from a faulty or defective unit. It is the customer's responsibility to plan and prepare for such instances.

By agreeing to purchase, the Customer agrees to our Warranty Terms & Conditions which can be accessed at any time but may be subject to change.

Important information for disputes: Please note that if you provide untrue information to your payment provider or the bank regarding the warranty procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs and interest on the outstanding amounts.

Turcobazaar Limited supplies PROFESSIONAL CATERING EQUIPMENT and some products require power usage over an equivalent ‘home appliance’. It is incumbent on the Customer to ensure that the Electrical circuits where appliances are used have sufficient power to support the power needs of Turcobazaar products. If this is not the case it is neither a Warranty nor a product issue. Due to the PROFESSIONAL nature of the product, some phase one products require extra power so the product needs to be hardwired, and it is the Customer’s responsibility to ensure that this can be done within the premises and by a qualified and certified electrician.

Disclaimer :

Damage to glass and/or broken glass is not covered under Warranty.

Gas refilling of refrigerated equipment is not covered under Warranty.

B-Grades, are heavily discounted and are sold without a Warranty and MAY NOT include non-essential parts.

11. Termination

Turcobazaar Limited reserves the right to cancel or suspend any order where payment has not been received or in which payment has failed subject to credit checks or otherwise.

12. WEEE Directive

As a distributor of commercial catering equipment, we are committed to the protection of the environment and the implementation of the WEEE directive. The most practical way to carry out this system is to offer our customers a collection and disposal service at the end of the equipment’s life cycle. Due to the nature of this system, extra charges will be incurred if you (the Customer) choose to opt for this service.

13. Terms and Conditions of Website Usage

By using this website you agree to these terms and conditions.

14. Age Requirements

To order a product there is a minimum age requirement of 16 years, by ordering you confirm you are of the required age.

15. Disclaimer

Whilst Turcobazaar Limited has taken all reasonable care in the preparation of the contents of this website; some information has been supplied by third parties and is reproduced in good faith. Turcobazaar Limited disclaims as to the accuracy of the information supplied by third parties or for apparent errors and omissions.

16. The Company

This website is wholly owned by Turcobazaar Limited.

Registered Office

Suite 8, 45 47 Monument Hill



KT13 8RN


· Neither we (including our parent, subsidiaries, officers, directors, agents, and employees) nor you will be liable to the other in contract, tort (including negligence), or otherwise for (i) loss of profits; (ii) loss of data; (iii) intangible losses; or (iv) any indirect, incidental, special and consequential damages, arising out of or in connection with this Agreement and/or your use of or inability to use the Services.

· Nothing in this Agreement limits or excludes either your or TurcoBazaar's liability for fraud, death or personal injury resulting from negligence or for any other liability that cannot be limited or excluded by law.· You expressly acknowledge that we (including our parent, subsidiaries, officers, directors, agents, and employees) are not a party to and have no responsibility for any transaction between you and Affiliate Stores or between you and Partners.

· This Agreement and any dispute or claim arising out of or in connection with it or your use of the Services (including any non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the United Kingdom, save and unless your local mandatory consumer law provides you with different rights.

· Any dispute between us is subject to the non-exclusive jurisdiction of the courts of the United Kingdom.

· In the event you are unable to resolve any dispute with Affiliate Stores or us, you can take your complaint to The Retail Ombudsman. This is an independent organization, which specializes in providing Alternative Dispute Resolution services for customers and retailers.