Withdrawal, Return and Exchange

This is an informational translation; the Turkish version prevails.

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

On this page you can find how to exercise your right of withdrawal for products you have purchased from Supomp (İkra Hidro Pompa), how your payment is refunded and your rights regarding defective products. These rules apply to purchases you make as a consumer; for purchases made on behalf of your business, the Business Sales Terms apply.

1. Your right of withdrawal

• Within 14 days from the day you receive the product, you may withdraw from the contract without giving any reason and without paying any penalty.
• If your order arrived in multiple deliveries, the period starts on the day you received the last product; for a product consisting of multiple parts, on the day you received the last part. If the product was received by a person you designated, the period starts on that day.
• You may also exercise your right of withdrawal before the product reaches you, for example while the order has not yet been handed over to the carrier.
• For orders containing only an installation or set-up service, the period starts on the day the contract was established (details in section 7).

2. How to submit the withdrawal notice

It is sufficient to notify us of your withdrawal decision in writing or by a means that leaves a record before the 14-day period expires:

• E-mail: ikrahidropomp@gmail.com
• Support chat: If you are a member, you can write via the support chat on the site or in the mobile app.
• WhatsApp message or SMS: 0531 565 11 25
• Mail: Mehmet Vehbi Kamacı – İkra Hidro Pompa, Celal Bayar Caddesi, Sakarya Mahallesi No: 74/A, Gazcılar, Osmangazi / Bursa

Stating your order number and which products you are withdrawing from in your notice speeds up the process. You may use the sample withdrawal form at the end of this page, or write a short message that clearly states your withdrawal decision. A verbal phone call alone does not replace a withdrawal notice; when you call us, we help you to make a written notice.

We confirm receipt of your notice via the same channel and inform you of the procedure to follow for returning the product. Since you may need to prove that you made the withdrawal notice, we recommend that you use a channel that leaves a record.

3. Returning the product

• Send the product back to us within 14 days from the date you submitted your withdrawal notice.
• The carrier we designate for the return is the contracted shipping company notified when the withdrawal notice is confirmed. When confirming your withdrawal notice, we send you a return code; when you deliver the product to any branch of the company with this code, you do not pay the shipping fee.
• If this company does not have a branch in your area, we have the product picked up from you at no extra charge.
• If you send the product with another carrier of your choice, the shipping fee may be at your expense; in this case, the period for refunding your payment starts on the day the product reaches us.
• Send the product complete with its accessories and accompanying documents (such as the user manual and warranty certificate), packed in a way that will not be damaged during transport; if possible, use the product's own box.
• Return address: Celal Bayar Caddesi, Sakarya Mahallesi No: 74/A, Gazcılar, Osmangazi / Bursa

4. Refund of your payment

• We refund your payment within 14 days from the date the product is delivered to the carrier we designated for the return. If you sent the product with another carrier, the period starts from the date the product reaches us.
• If you withdraw before the product is delivered to you, your payment will be refunded within 14 days from the date your notice reaches us.
• When you withdraw from the entire order, the shipping fee you paid is also refunded.
• If you paid an installment interest surcharge on a card payment, when you withdraw from the entire order or the order is canceled, the surcharge is also included in the refund amount. When you withdraw from part of the order, the surcharge attributable to the returned product is refunded on a pro rata basis.
• The refund is made to the payment instrument you used (to the same card for card payments), in a single transaction and without any charge to you.
• For installment card payments as well, the refund amount is sent to your bank in a single transaction; your bank is obligated to add this amount to your card limit in a single transaction. The time at which the amount appears on your account statement depends on your bank's processing.
• In orders where a coupon discount has been applied, the amount you actually paid for the product is refunded.
• In orders with a down payment, the down payment and, if paid, the remaining amount are refunded to the instrument used for payment.

5. Inspecting the product and loss of value

You may take the product out of its box and inspect it; the box having been opened does not affect your right of withdrawal. You are not responsible for changes and deterioration arising from your use of the product during the withdrawal period in a manner consistent with its operation, technical features and instructions for use. However, you are responsible for the loss of value caused in the product due to use contrary to the instructions for use.

6. Situations in which the right of withdrawal cannot be exercised

• Products prepared in line with your requests or personal needs: products manufactured to the measurements and specifications you provide, or specially assembled for you and not sold in their standard form (for example, panels or tanks manufactured to order, or products stated in the quote as being produced or assembled specifically for your project). Products sold as standard in the catalog do not fall within this scope merely because they are purchased together with a quote cart, have their standard settings adjusted before delivery, or are packaged together.
• Products whose protective packaging has been opened after delivery and whose return is not suitable in terms of health or hygiene,
• Services the performance of which has begun and been completed, with your written consent, before the withdrawal period expires (Section 7).

We clearly state on the product page or in the quote and order summary before you place the order that a product falls within this scope; where this is not stated in advance, your right of withdrawal is reserved. Pumps, booster pumps and other plumbing products are as a rule not covered by the hygiene exception; the fact that the packaging has been opened does not eliminate your right of withdrawal for these products.

7. Installation and setup services

• Installation and setup services are provided only at addresses within the region we serve; if the address is outside the region, our team will inform you by phone and the service fee will be refunded without any deduction.
• For orders that contain only an installation or setup package, the withdrawal period begins on the day the contract is concluded. If the installation service is purchased in the same order as the product, the withdrawal period for the entire order begins on the day you receive the product.
• You may withdraw from the service within the withdrawal period and before installation has begun; your payment will be refunded within 14 days of your notice reaching us.
• If you want installation to begin within the withdrawal period, you confirm this in writing via support chat or e-mail; the right of withdrawal cannot be exercised for an installation service that has begun and been completed with your consent. Your right of withdrawal continues for the installed product itself.

8. Exchange

If you want to exchange a non-defective product for another, you may return the product within the withdrawal period and place a separate order for the new product. For defective products, exchange is one of your optional rights set out in Section 10.

9. Damaged or incomplete delivery

• If, at the time of delivery, you see damage to the external appearance of the package such as crushing, tearing or wetting, we recommend having the carrier draw up a damage report.
• If you notice damage or a missing part on the product when you open the package, please notify us as soon as possible together with photographs.
• Failure to draw up a report does not eliminate your legal rights regarding damaged or incomplete delivery. We are responsible for any loss and damage occurring until the product is delivered to you.

10. Defective products and your optional rights

A product is defective if, at the moment it is delivered to you, it does not conform to the contract; to the features or technical specifications stated on the product page, its packaging, label, user manual or in our advertisements, or communicated by us (including our support team and İkra AI); if it does not have the qualities it objectively should have; if it contains a deficiency that reduces the benefit you reasonably expect; or if installation was performed by us or under our responsibility and was not performed properly. In such a case you may choose any one of the following rights:

1. Withdraw from the contract, declaring that you are ready to return the product,
2. Keep the product and request a reduction in price in proportion to the defect,
3. Request free repair at our expense, provided this does not require excessive cost,
4. If possible, request that the product be replaced with a defect-free equivalent.

• You may address your request to us, the manufacturer or the importer; you are not required to go to the authorized service. The seller, manufacturer and importer are jointly responsible for free repair and replacement requests.
• Free repair or replacement is carried out within no more than 30 business days from the date your request is submitted.
• Shipping and other costs arising from the exercise of the right you have chosen are not charged to you.
• Defects that appear within 6 months from delivery are deemed to have existed at the time of delivery. The period of liability for a defective product is 2 years from delivery.

You may submit your defect notice via support chat, e-mail or telephone; attaching photos or videos showing the fault will speed up the assessment.

11. Warranty

• The warranty period of the product and the company 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 our obligation to provide the warranty certificate to you. The certificate may be provided on paper or by means of a durable medium such as e-mail; if you request, we will provide it on paper. An invoice does not substitute for a warranty certificate.
• For faults covered by the warranty, you may apply to us or to the manufacturer's authorized service.

12. For businesses

If you purchased the product within the scope of your commercial or professional activity, there is no statutory right of withdrawal; the Business Sales Terms apply to returns and defect notices.

13. Contact us

For questions about withdrawal, returns and warranty, you can reach us via the support chat, at ikrahidropomp@gmail.com, or by phone at 0531 565 11 25. For the full sales terms, please see the Distance Sales Agreement.

14. Sample withdrawal form

(This form is to be filled in and sent only if the right of withdrawal from the contract is to be exercised.)

To: Mehmet Vehbi Kamacı – İkra Hidro Pompa (Supomp), Celal Bayar Caddesi, Sakarya Mahallesi No: 74/A, Gazcılar, Osmangazi / Bursa · E-mail: ikrahidropomp@gmail.com

By this form, I declare that I exercise my right of withdrawal from the contract concerning the sale of the following goods or the provision of the following services.

• Order date or delivery date:
• Order number:
• Goods or services subject to the right of withdrawal:
• Price of the goods or services subject to the right of withdrawal:
• Consumer's name and surname:
• Consumer's address:
• Consumer's signature (only if sent on paper):
• Date: