Supomp – Water Pumps, Submersible Pumps and Booster Pumps Türkçe

Distance Sales Agreement

This is an informational translation; the Turkish version prevails.

Last updated: 13.10.2026 · Version: 2026-10-13

This agreement applies to all orders placed through supomp.com and the Supomp mobile application. Information specific to your order (buyer information, products and quantities, VAT-included unit prices and line totals, subtotal, coupon discount, shipping fee, total amount including all taxes, payment method, installment limit, down payment plan if any, and special offer information) is shown in the "Your Order" summary on the checkout page immediately before you confirm the order and forms an integral part of this agreement. The other provisions apply to all orders as written below.

1. Parties

1.1. Seller

In this agreement, the Seller is referred to as the "Seller" or "Supomp".

1.2. Buyer

The Buyer is the person who places the order and whose first and last name or title, delivery and billing address, telephone number and e-mail address are entered on the checkout page. This information, together with the order number and date, appears in the order summary and on the order page.

2. Definitions

The terms used in this agreement have the following meanings:

3. Subject and scope

3.1. The subject of this agreement is the determination of the rights and obligations of the parties regarding the sale and delivery of the products ordered by the Buyer electronically via supomp.com or the Supomp mobile application, in accordance with Law No. 6502 on the Protection of the Consumer and the Regulation on Distance Contracts.

3.2. This agreement applies to sales in which the Buyer is a consumer. For business buyers purchasing the product within the scope of their commercial or professional activity, the Business Sales Terms apply; for matters not regulated therein, the provisions of this agreement are valid, except for the rights granted solely to consumers (such as the right of withdrawal). The presence of a company name or tax number in the invoice information does not alone mean that the Buyer is not a consumer; in case of doubt, the consumer provisions apply.

3.3. The Preliminary Information Form for the order, the order summary on the checkout page and the invoice are integral parts of this agreement. The information in the preliminary information form may not be changed unless the parties expressly agree otherwise.

4. Formation of the agreement

4.1. Before confirming the order, the Buyer sees on the checkout page an order summary containing the products, quantities, VAT-included prices, shipping fee, any discounts, payment method, any installment or down-payment plan, and the total amount. The Buyer may add or remove products and change quantities on the cart page and may correct address and contact information on the checkout page.

4.2. The Buyer electronically approves the preliminary information form and this agreement and presses the order confirmation button ("Confirm order and pay by card"; in offers with a down payment, "Confirm order and pay the down payment"), and by pressing this button undertakes the obligation to pay. The agreement (including offers with a down payment) is formed when the installment option and, if applicable, the total amount including the deferral charge is shown to the Buyer on the PayTR payment form and the payment is approved; if the payment is not completed within 30 minutes, the order is deemed not formed and is canceled. The order number is shown on the order confirmation page.

4.3. In the support chat, the AI assistant İkra AI may add products to the Buyer's cart only upon the Buyer's express request; the Seller's representative may send an offer cart to the Buyer. Every product added to the cart is shown in the order summary, and the order is placed only with the Buyer's own confirmation.

4.4. Orders may be placed without membership (as a guest). To place an order with a special offer or an offer cart, the Buyer must log in with the member account to which the offer was sent.

5. Products, price and expenses

5.1. The products subject to the agreement, their quantities, VAT-included unit prices and amounts, as well as the subtotal, coupon discount, shipping fee, and the total amount including all taxes, are shown in the order summary.

5.2. The essential qualities of the products (brand, model and technical specifications) are provided in the product description and specifications sections of the relevant product page.

5.3. Prices are in Turkish lira (TL) and VAT included. Prices on the site may be updated from time to time; the binding price for the Buyer is the price shown in the order summary at the time of order confirmation. Price changes made after the agreement is formed do not affect this order.

5.4. The shipping fee is calculated based on the total desi (the transport measure calculated according to the volume and weight of the packages) of the products in the order, the delivery province and the shipping company, from the current tariff of the Seller's contracted shipping intermediary (Basit Kargo), and is shown in the order summary; the amount in the summary approved by the Buyer is applied to the order. No shipping fee is charged on orders where the product amount, after the coupon discount is deducted, reaches the free-shipping threshold announced on the site, and on orders placed with a coupon that provides free shipping. There is no shipping fee on orders consisting solely of service products.

5.5. In card payments with installments, a deferral charge may be applied depending on the bank and the number of installments. The total amount including the deferral charge is shown on the PayTR payment form before the payment is approved; the Buyer selects the number of installments, and the agreement is formed with the approval of this amount in accordance with Article 4.2.

5.6. No additional expense that is not shown in the order summary or on the payment form will be requested from the Buyer.

6. Discounts

6.1. Coupon: Only one coupon may be used per order. The coupon's conditions, such as validity dates, minimum cart amount, first-order or per-person usage limit, are checked at the checkout step. The coupon discount is deducted from the product amount. Coupons may not be used on orders placed with an offer cart.

6.2. Business price: The discounted prices applied to approved business accounts are subject to the Business Sales Terms.

6.3. In the event of withdrawal or return in an order to which a discount has been applied, the Buyer is refunded the amount actually paid for the product. In orders containing multiple products, a discount applied to the entire order is distributed to the products in proportion to their amounts.

7. Special offer and offer cart

7.1. The special offer is valid only in the member account to which it was sent, up to the maximum quantity specified in the offer; it cannot be transferred to another person. The special offer is valid until its final validity date. The Seller may revoke the offer before this date only in the event of an obvious price, product or quantity error, by notifying the reason via the support chat. A new offer for the same product is sent only upon the Buyer's request or on terms in favor of the Buyer; the new offer replaces the previous offer. In orders placed with a special offer, the offer's price, quantity and final validity date are shown in the order summary.

7.2. For a product whose price is shown on the site, the special price is applied if it is lower than the price applicable to the Buyer and if the quantity in the cart does not exceed the maximum quantity in the offer. If the quantity in the cart exceeds the maximum quantity in the offer, the special price is not applied for that product and the current price applicable to the Buyer (the business price for approved business accounts) applies. Products whose price is not shown on the site ("Request a Quote") can only be purchased with a valid special offer and within the quantity limit in the offer.

7.3. The offer cart can only be purchased as a whole, with the products and quantities it contains. The special prices in the offer cart are valid only for the purchase of that cart. The installment limit and down-payment plan specified in the offer cart apply to the entire order; the shipping fee is calculated in accordance with the rules in Article 5.4.

7.4. Offers are given at VAT-included TL prices and do not impose a purchase obligation on the Buyer. The agreement is formed when the Buyer confirms the order under the offer in accordance with Article 4. If, at the payment step, the offer has expired, been revoked under Article 7.1 or been updated, the order is not created and the Buyer is informed about the current status.

8. Payment

8.1. Payment is made only by credit card or debit card, via the secure payment form of the payment institution PayTR (single payment or installments). Bank transfer/EFT, cash on delivery and cash payment are not accepted. The payment method and installment limit are shown in the order summary.

8.2. Card payment: Card information is entered into the PayTR payment form opened on the order page; this information does not reach the Seller and is not stored by the Seller. 30 minutes are allotted for the payment of an order to be paid by card. An order not paid within this period is automatically canceled; the stock reserved for the order and the coupon used are released.

8.3. Installment: The maximum number of installments available for the order is shown on the checkout page and in the order summary; this number may be lower due to the limit specified in a special offer or offer cart. The availability of installment options depends on the type of card and the bank.

8.4. Down-payment: Down-payment is only available in the offer cart; the down-payment is paid by card and the remaining amount is also paid by card before the product is handed over to the carrier. The down-payment plan is shown in the order summary.

  1. The down-payment is paid in a single charge after the order is confirmed. If the down-payment is not paid within 30 minutes, the order is automatically canceled.
  2. After the down-payment is paid, the order moves to the "Awaiting remaining payment" status and the products in the order are held reserved for the Buyer. The remaining amount is paid by card from the order page or the My Account › My Orders section, up to the maximum number of installments stated in the offer.
  3. The order is not prepared or handed over to the carrier until the remaining amount is paid. The Seller does not collect the remaining amount after the product is delivered.
  4. There is no automatic deadline in the system for the remaining payment. The Buyer may cancel the order at any time before paying the remaining amount; in this case, the down-payment is refunded in full, without any deduction and in a single transaction, to the card used for payment, within 14 days of the cancellation notice reaching the Seller.
  5. If the remaining amount is not paid, the Seller grants the Buyer an additional period of at least 7 days in writing (by e-mail or support chat). If payment is still not made within this period, the Seller may cancel the order by notifying the Buyer; in this case, the down-payment is refunded to the card without any deduction within 14 days of the cancellation notice.

8.5. If the payment is canceled or reversed by the bank or payment institution before the product is delivered, the Seller may refrain from shipping the product by informing the Buyer.

8.6. Refunds under this agreement cover all payments collected (including the deferral charge in installment payments) and are made to the payment instrument used by the Buyer (to the same card for card payments), without charging the Buyer and in a single transaction.

9. Delivery

9.1. Products are shipped to the delivery address specified by the Buyer when placing the order. The Seller only ships to addresses within Türkiye.

9.2. The date shown on the product page is the estimated delivery date calculated based on the carrier's standard delivery time. For in-stock products, the Seller hands over to the carrier on the same day for orders placed and payment-approved by 16:00 on weekdays, and on the next business day for others; the carrier's delivery time is generally 1–3 business days. In all cases, the order is delivered within 30 days at the latest from the date it reaches the Seller. For orders with a down-payment, the product is handed over to the carrier after the full payment reaches the Seller.

9.3. Products are shipped via the contracted carrier chosen by the Buyer at the payment step, or applied by the Seller when no choice is offered. The carrier and tracking number are shown to members in the My Account › My Orders section when the order is handed over to the carrier; for guest orders, this information is also provided by phone or e-mail. The current status of the order can be viewed from the Order Tracking page using the order number and e-mail address.

9.4. The product is delivered to the Buyer or to a third party designated by the Buyer; delivery to this person is deemed to be delivery to the Buyer. Handing over the product to the carrier is not deemed to be delivery to the Buyer.

9.5. The Seller is responsible for any loss and damage until the product is delivered to the Buyer or to a third party designated by the Buyer. If the Buyer requests shipment via a carrier other than the one designated by the Seller, the Seller is not responsible for any loss or damage occurring after the product is handed over to that carrier.

9.6. If there is visible damage to the exterior of the package at the time of delivery, it is recommended that the Buyer have the carrier officer draw up a report. Failure to draw up a report does not eliminate the Buyer's legal rights regarding damaged or incomplete delivery.

9.7. The Seller contacts the Buyer regarding shipments that cannot be delivered due to an error in the address information or the inability to reach the Buyer at the time of delivery. If there is an additional cost for re-shipment, this cost is notified to the Buyer in advance and is not collected without the Buyer's approval.

9.8. If the delivery of the product becomes impossible, the Seller notifies the Buyer in writing or by a permanent data storage medium within 3 days from the date it learns of this situation and refunds all payments collected, including delivery costs if any, within 14 days at the latest from the notification date. The product being out of stock is not deemed to be impossibility of delivery.

9.9. If the product is not delivered within the 30-day period, the Buyer may terminate the agreement. In this case, the Seller refunds all payments collected, including delivery costs if any, together with the statutory interest, within 14 days from the date the termination notice reaches it.

9.10. If delivery is delayed due to events beyond the Seller's control such as natural disasters, epidemics, decisions of official authorities, or disruption of transportation, the Seller informs the Buyer without delay. In this case, the Buyer may cancel the order or accept the delay in delivery; in case of cancellation, payments are refunded within 14 days. This article does not limit the Buyer's rights under article 9.9.

10. Installation and setup services

10.1. Service products are not shipped by carrier. After the order, the Seller's team calls the Buyer to confirm the address and appointment; the service is provided at the Buyer's address on the agreed date. The scope and duration of the service and the workmanship warranty, if any, are specified on the relevant product page. Installation and setup services are only provided at addresses within the Seller's service area; if the address is outside the area, the Seller notifies the Buyer by phone and the service fee is refunded without any deduction.

10.2. For orders containing only service products, the withdrawal period begins on the day the agreement is concluded.

10.3. If the installation service is purchased in the same order as the product, the withdrawal period for the entire order begins on the day the product is received. Withdrawal from the service is possible within the withdrawal period and before installation begins; the amount paid is refunded within 14 days from the date the withdrawal notice reaches the Seller. A Buyer who wishes installation to begin within the withdrawal period confirms this in writing via the support chat or by e-mail; the right of withdrawal cannot be exercised for an installation service that is started and completed with the Buyer's consent, while the right of withdrawal for the installed product remains in effect.

10.4. In case of defective performance of the service, the Buyer may exercise one of the following rights: having the service performed again, free repair, a price reduction in proportion to the defect, or termination of the agreement. The costs arising from the exercise of these rights are borne by the Seller.

11. Right of withdrawal

11.1. The Buyer has the right to withdraw from the agreement within 14 days without giving any reason and without paying any penalty.

11.2. The withdrawal period begins on the day the goods are delivered to the Buyer or to a third party designated by the Buyer. For goods delivered separately in a single order, the day of delivery of the last item is taken as the basis; for goods consisting of multiple parts, the day of delivery of the last part. The Buyer may also exercise the right of withdrawal during the period between the conclusion of the agreement and the delivery of the goods.

11.3. The withdrawal notice is directed to the Seller in writing or by a permanent data storage medium before the period expires; for example, by e-mail to ikrahidropomp@gmail.com, through the support chat for members, by WhatsApp message or SMS to 0531 565 11 25, or by mail to the address in article 1.1. The Buyer may use the sample withdrawal form or make a statement clearly expressing the decision to withdraw. A verbal phone conversation alone does not substitute for a withdrawal notice. The Seller confirms through the same channel that the notice has reached it.

11.4. The Buyer returns the goods to the Seller within 14 days from the date the withdrawal notice was directed. The carrier designated by the Seller for the return is the contracted carrier notified when the withdrawal notice is confirmed. When confirming the withdrawal notice, the Seller sends the Buyer a return code; when the Buyer delivers the product with this code to any branch of the carrier, the Buyer does not pay the shipping fee. If there is no branch of this carrier in the Buyer's location, the Seller arranges for the product to be picked up from the Buyer at no additional cost.

11.5. The Seller shall refund all payments received, including delivery costs and any installment interest, within 14 days from the date the goods are delivered to the designated carrier for return. If the goods are sent via another carrier, this period starts on the date the goods reach the Seller. If withdrawal occurs before the goods are delivered, payments shall be refunded within 14 days from the date the withdrawal notice reaches the Seller. If withdrawal relates to a part of the order, the installment interest attributable to the returned product shall be refunded on a prorated basis. Refunds are made in accordance with Article 8.6.

11.6. The Buyer is not liable for changes and deterioration resulting from using the goods in accordance with their operation, technical specifications and instructions for use within the withdrawal period. The Buyer is liable for any loss of value arising from use contrary to the instructions for use.

11.7. Details regarding the exercise of the right of withdrawal are provided on the Withdrawal, Returns and Exchange page.

12. Cases where the right of withdrawal cannot be exercised

12.1. Pursuant to the Regulation on Distance Contracts, the Buyer cannot exercise the right of withdrawal in the following cases:

12.2. If a product falls within an exception to the right of withdrawal, this is clearly stated on the product page or in the quotation and in the order summary before the order is placed; otherwise, the Buyer's right of withdrawal is reserved. Pumps, booster pumps and other plumbing products are, as a rule, not covered by the hygiene exception; for these products, the opening of the packaging alone does not eliminate the right of withdrawal.

13. Defective goods, defective services and warranty

13.1. The Seller is obliged to deliver the product in accordance with the characteristics specified in the order, complete, and together with the warranty certificate and user manual, if any.

13.2. A product is defective if, at the time of delivery, it does not conform to the contract; to the features stated on the product page, packaging, label, user manual, or advertisements, or notified by the Seller (including the support team and İkra AI); to its technical regulation; does not have the qualities it should objectively possess; contains a deficiency that reduces the benefit the Buyer reasonably expects; or has not been properly installed by the Seller or by a person for whom the Seller is responsible. If the product is defective, the Buyer may exercise one of the following rights: rescind the contract by declaring readiness to return the goods, retain the goods and request a reduction in price proportional to the defect, request free repair at the Seller's expense provided it does not require excessive expenditure, or, if possible, request replacement of the goods with a defect-free equivalent. The Seller is obliged to fulfill the request chosen by the Buyer.

13.3. Requests for free repair or replacement shall be fulfilled within a maximum of 30 business days from the date they are directed to the Seller, manufacturer or importer. The Seller, manufacturer and importer are jointly and severally liable for the fulfillment of these requests. Along with one of the elective rights, the Buyer may also claim compensation under the Turkish Code of Obligations.

13.4. Defects that appear within 6 months from delivery are deemed to have existed at the time of delivery; the burden of proof to the contrary lies with the Seller. Liability for defective goods is subject to a 2-year statute of limitations from delivery; the statute of limitations does not apply if the defect has been concealed through gross fault or fraud.

13.5. The warranty period of the product and the firm providing the warranty are stated on the product page. For products within the scope of the Warranty Certificate Regulation (such as booster pumps, motor-driven water pumps, valves and heat pumps), the warranty period is at least 2 years starting from the date of delivery. It is the Seller's obligation to provide the warranty certificate to the Buyer; the certificate is provided on paper or by means of a durable medium, and shall be provided on paper if the Buyer so requests. The invoice does not substitute for the warranty certificate.

13.6. The Buyer may submit defect and warranty claims directly to the Seller (via support chat, e-mail, telephone or post); the Buyer is not required to apply to an authorized service.

14. Suspension or cancellation of the order by the Seller

14.1. If there are concrete indications that the information provided in the order is untrue or that the order has a fraudulent purpose, the Seller may suspend or cancel the order by informing the Buyer. In case of cancellation, all payments received shall be refunded within 14 days.

14.2. If a product's price is clearly displayed incorrectly on the site due to a technical error, the Seller shall inform the Buyer without delay upon noticing this. The Seller shall not change the order price without the Buyer's approval; the parties' rights arising from the provisions of the Turkish Code of Obligations on mistake, and the Buyer's rights arising from consumer legislation, are reserved. If the order is cancelled, all payments received shall be refunded within 14 days.

14.3. This article does not limit the Buyer's statutory rights.

15. Personal data

The Buyer's personal data is processed in accordance with the Privacy Notice (KVKK) and Privacy Policy for the purposes of receiving the order, processing payment, delivery and after-sales services. For card payments, the information required to process payment (full name, e-mail, telephone, billing address, IP address, cart and amount) is transmitted to the payment institution PayTR, and the information required for delivery (full name, delivery address and telephone) is transmitted to the shipping company.

16. Storage of and access to the contract

16.1. Order information is stored in the Seller's system. Registered Buyers may access this information (products, amounts, payment method, current status, status history and shipment tracking information) through the My Account › My Orders section, and guest Buyers may access it (products, amounts, payment method and current status) through the Order Tracking page using the order number and e-mail address.

16.2. The Seller stores information and documents related to this contract, the preliminary information, the right of withdrawal and the delivery for at least 3 years. The Buyer may request a copy of this contract and the preliminary information form in force on the date the order was placed via the support chat or by e-mail.

17. Notifications

The Seller may send notifications regarding the order to the e-mail address or telephone number provided by the Buyer when placing the order, and for registered users additionally to the support chat and, if notification permission has been granted, as a mobile app notification. The Buyer may contact the Seller using the contact details in Article 1.1.

18. Complaints and dispute resolution

18.1. The Buyer may submit complaints and requests to the Seller via support chat, e-mail, telephone or post. The Seller shall review the complaints and respond to the Buyer as soon as possible.

18.2. For disputes within the monetary limits announced annually by the Ministry of Trade, the Buyer may apply to the consumer arbitration committee at their place of residence or at the place where the consumer transaction took place. For disputes above these limits, a lawsuit may be filed before the consumer court, provided that an application to a mediator is made before filing the lawsuit.

18.3. Turkish law applies to this contract.

19. Entry into force

This contract is formed and enters into force at the moment specified in Article 4.2. The order date is stated in the order summary and on the order page.