Help and Frequently Asked Questions

Last updated: October 13, 2026

Can I return a product?

As a consumer, you may exercise your right of withdrawal within 14 days from the day you receive the product by notifying us in writing (via e-mail, support chat, WhatsApp/SMS or post). You must return the product in full, together with its accessories and accompanying documents; you are responsible for any loss of value arising from use contrary to the instructions. The right of withdrawal does not apply to products prepared in line with your requests or personal needs, nor to installation services started and completed within the withdrawal period with your written approval; business purchases are also not subject to the statutory right of withdrawal. Full terms: Withdrawal, Return and Exchange.

What should I do if the package arrives damaged?

If there is damage on the outside of the package, we recommend having the courier draw up a report; the absence of such a report does not eliminate your legal rights. If you notice damage or a missing part on the product, please notify us as soon as possible together with photographs. We are responsible for any loss and damage occurring until the product is delivered to you.

When will my order be shipped and how much is the shipping fee?

For in-stock products, orders placed and payment-confirmed on weekdays by 16:00 are shipped the same day. The delivery date shown on the product page is an estimate; your order will be delivered within 30 days at the latest. The shipping fee is shown on the checkout page; shipping is free for orders above the amount announced on the site. Details: Delivery Information.

Which payment methods are available, and are installments offered?

Payment is made only by credit or debit card via the PayTR secure payment form (single payment or installments); bank transfer/EFT and cash on delivery are not available. For installment payments, interest may apply depending on your bank; the total amount including any interest is shown on the payment form before you confirm payment. Your card details do not reach our site. Details: Secure Payment.

When will the refund be credited to my card?

The refund amount is sent to your card in a single transaction; your bank is obliged to add it to your card limit in a single transaction. For installment purchases, the refund is also made in a single transaction and covers any interest you paid. When the amount appears on your statement depends on your bank's processing.

Are the products under warranty?

The warranty period and the firm providing the warranty are stated on the product page. For products such as booster pumps, motorized water pumps, valves and heat pumps, the warranty period is at least 2 years. In case of defect or malfunction, you may apply directly to us; you are not required to go to an authorized service.

How can I purchase products whose price is not shown?

For products whose price is not shown on the site, you can request a quote via "Request a Quote" on the product page (login required) or reach us by phone and WhatsApp. Our team will communicate the VAT-included price, the final validity date and the payment plan, if any, in writing via the support chat.

Can I place an order without registering?

Yes. You can order as a guest and track your order from the Order Tracking page using your order number and e-mail address. For purchases without membership, an anonymous session is opened for your cart and favorites; details are in the Privacy Policy.

How do I track my order?

If you are a member, from My Account › My Orders; for guest orders, from the Order Tracking page using your order number and e-mail address. The courier company and tracking number are shown when the order is shipped; for guest orders, they are also communicated by phone or e-mail.

How can I shop for my company?

You can apply from the My Account › Business account page. For approved accounts, business prices are displayed and your invoice is issued with your company details. The statutory right of withdrawal does not apply to business purchases; the terms are in the Business Sales Terms.

What is İkra AI?

İkra AI is our artificial intelligence assistant that answers your questions in the support chat during set hours (default 21:00–09:00). Its answers may contain errors; it does not take orders or payments. During these hours, before your first message, you choose "Understood" or "Leave to the team." Details: İkra AI.

How do I delete my account?

You can delete your account immediately via My Account › Settings › Delete my account. If you cannot log in, write from your registered e-mail address to ikrahidropomp@gmail.com. Which data is deleted and which is retained is explained on the Account and Data Deletion page.