Cancellation, Return and Refund Policy

1. Seller Information

Seller: Kimlik Makina San. ve Tic. – Muzaffer SARUHAN
Address: Horozluhan OSB District, Demirtepe Street No:14, Selçuklu/Konya, Türkiye
Telephone: +90 332 249 85 71
Email: bilgi@kimlikmakina.com
Website: https://www.kimlikmakina.com

Trade name: Kimlik Makina San. ve Tic. – Muzaffer SARUHAN. Tax office: Selçuk Tax Office. Tax/Turkish ID No: 44746575620. A MERSIS number will also be displayed if applicable.

2. Scope of this Policy

Products sold by Kimlik Makina generally fall into the following categories:

Stocked products sold with standard specifications,
Custom products manufactured according to the customer's requested dimensions, capacity, materials, electrical system, automation, equipment, connections, layout or process conditions,
Project-specific machinery, production lines, tanks, vessels, filling systems and process equipment,
Installation, commissioning, design, engineering, software, automation and training services,
Spare parts, consumables and complementary equipment.

The quotation, proforma invoice, technical specification, order form and any special agreement signed by the parties form an integral part of this Policy. If these documents differ, the terms of the agreement or quotation specifically prepared and accepted for the relevant order shall take precedence, without prejudice to mandatory law.

3. Distinction Between Consumers and Commercial Customers

Natural persons purchasing a product outside their commercial or professional activities may qualify as consumers under applicable consumer legislation.

Transactions with companies, merchants, businesses, manufacturers and persons purchasing within their commercial or professional activities are commercial sales. The consumer right of withdrawal does not apply to such transactions; cancellation and return conditions are assessed under the quotation, order form, agreement and applicable commercial law.

4. Custom Products and the Exception to the Right of Withdrawal

The statutory exception to the right of withdrawal applies to non-standard products prepared according to the customer's requirements or project-specific needs, including custom dimensions, capacity, materials, colour, connections, electrical systems, software, automation, layout or process characteristics.

In particular, once production or procurement has begun, there is no unconditional right of withdrawal or return for reasons such as a change of mind, no longer needing the product, postponement of the project or inability to obtain financing in relation to the following products and services:

Machinery and production lines manufactured specifically for the customer,
Custom-sized tanks, vessels and stainless-steel equipment,
Process systems designed for the customer's product or facility,
Custom electrical panels, automation and software applications,
Motors, pumps, drives and other components procured specifically for the project,
Equipment manufactured according to technical drawings approved by the customer,
Completed or commenced design, engineering, installation, training and commissioning services.

This provision does not restrict any mandatory statutory rights where a product is defective or clearly fails to conform to the agreement.

5. Right of Withdrawal for Standard and Stocked Products

A consumer who purchases a standard product remotely and where no custom-product exception applies may, subject to applicable legal conditions, exercise the statutory right of withdrawal within 14 days.

The withdrawal notice must be sent in writing to bilgi@kimlikmakina.com within the applicable period and must include the following information:

Order and invoice number,
Customer's name, surname or trade name,
Product to be returned,
Reason for return,
Contact details,
Payment method used.

After exercising the right of withdrawal, the product must be returned within the statutory period together with its invoice, accessories, technical documents and packaging, where applicable. The customer may be responsible for any reduction in value caused by handling beyond what is necessary for ordinary inspection.

6. Order Cancellation and Requests After Production Has Begun

A custom-manufactured order becomes final when the quotation or agreement is accepted, the advance payment is made, or written production instructions are issued.

Once production, engineering, drawing, material procurement or external purchasing has begun, a cancellation requested by the customer does not automatically create a right to a refund.

If a commercial customer wishes to cancel a custom-manufactured order, Kimlik Makina may deduct the following:

Completed engineering and labour costs,
Materials purchased specifically for the order or which cannot be returned,
Supplier cancellation and return deductions,
Direct costs arising from banks, payment institutions and currency conversion,
Transport, storage and packaging costs,
Other documented losses arising from the cancellation.

These amounts may be deducted from payments received. If a refundable balance remains after the calculation, the customer will be informed and the balance will be refunded using the agreed payment method.

The advance-payment, progress-payment and cancellation terms applicable to each order will, wherever possible, be stated separately in the quotation or agreement.

7. Advance Payments and Production Charges

An advance payment may be taken for material procurement, engineering, production planning and the allocation of order-specific production capacity.

An advance payment is not deemed non-refundable under all circumstances. However, once the custom-manufacturing process has begun with the customer's approval, the cost of work performed and order-specific expenses incurred will be deducted from the advance payment.

If the customer fails to comply with the payment schedule, Kimlik Makina may suspend production, procurement, installation, dispatch or commissioning. Any resulting extension will not constitute delay by the Seller, and the delivery schedule will be recalculated from the date payment is completed or the impediment is removed.

Unless otherwise agreed in writing, title to the product remains with Kimlik Makina until the full order price has been paid.

8. Delivery Times

Delivery periods stated on the website, during preliminary discussions or in a quotation for custom products may be estimates depending on product scope and supply conditions, or binding where expressly stated in the agreement.

The delivery period begins after all of the following conditions have been satisfied:

The agreed advance payment has been made,
The technical specifications have been finalised,
The drawing, sample or project has been approved by the customer in writing,
All information, measurements and samples required for production have been supplied.

If the customer pays late, delays approvals, changes technical specifications or supplies required information or samples late, the delivery period will be extended in proportion to the impact on production.

Supply-chain disruption, import or customs delays, shortages of raw materials or critical equipment, power cuts, epidemics, war, embargoes, strikes, fire, earthquake, flood, natural disaster, decisions of public authorities and similar events beyond the parties' reasonable control may affect delivery. The customer will be informed and a revised schedule will be evaluated by the parties.

Mandatory delivery periods and statutory consumer rights arising from delay remain unaffected. For customer-specific products, the delivery period may be stated separately in the quotation or agreement according to the product's characteristics.

9. Technical Changes and Customer Approval

Production is based on the customer's approval of the quotation, technical specification, drawing, 3D model, sample or written description.

Changes requested after approval may result in:

Additional charges,
A revised delivery date,
Additional engineering or production work,
The cost of unusable materials and components.

Changes become valid only after technical and commercial acceptance and written approval by Kimlik Makina.

A product manufactured in accordance with incorrect measurements, samples, process information, capacity information or technical data supplied by the customer will not be deemed defective for that reason.

10. Notice of Damaged, Missing or Defective Products

The customer should inspect the delivered product as far as reasonably possible upon delivery. Visible transport damage to the packaging or product must be recorded in a damage report with the carrier and documented with photographs and video.

Claims concerning missing, incorrect, damaged or non-conforming delivery must be submitted without delay to bilgi@kimlikmakina.com together with the following documents:

Order and invoice number,
General and detailed photographs of the product,
Photographs of the packaging,
Delivery report or carrier damage report,
A description of the issue,
Video showing operation and error records, where available.

A commercial buyer's duties to inspect and notify defects are governed by applicable law and the agreement between the parties. Statutory rights concerning latent defects remain unaffected.

11. Technical Inspection and Remedies

A product subject to a return or defect claim may be technically inspected through remote support or, where necessary, at Kimlik Makina's facility.

If inspection determines that the product is defective or non-conforming, one of the following remedies may apply according to the circumstances and mandatory law:

Repair free of charge,
Replacement with a conforming product,
Price reduction,
Termination and refund.

Where the requested remedy is technically impossible or imposes disproportionate cost on the Seller, an alternative remedy permitted by law may apply.

Failures caused by unauthorised disassembly or modification, incorrect electrical connection, unsuitable process material, exceeding capacity limits, use contrary to instructions, insufficient maintenance, impact, accident or infrastructure problems at the customer's facility are not manufacturing defects.

12. Conditions for Accepting Returns

Written return approval and shipping instructions must be obtained from Kimlik Makina before dispatch. Products sent without prior notice are not automatically deemed returned or accepted for return, even if physically received.

A standard product being returned must be sent:

With the invoice or proof of purchase,
With its accessories, attachments and technical documents,
In its original packaging where possible,
Packaged to ensure safe transport.

Equipment that presents hygiene, food-safety or process-safety risks and has contacted food, cosmetic, chemical or similar materials may not be returned without cleaning and decontamination documentation. Products presenting a health or safety risk may be refused pending inspection.

13. Return Shipping

For standard products where a right of withdrawal applies, return shipping costs are determined under the preliminary information form and applicable law.

If an incorrect, incomplete, damaged or defective shipment is attributable to Kimlik Makina, reasonable shipping costs for the necessary return or replacement shipment will be covered by Kimlik Makina.

For discretionary cancellation, an incorrect order, customer-supplied measurement or technical-data errors, or return of a conforming commercial product with the Seller's special approval, transport, insurance, disassembly, loading and repackaging costs may be borne by the customer.

The product must be appropriately packaged and, where necessary, insured to prevent damage in transit.

14. Refund Method and Timing

Approved refunds are normally made through the original payment method. For security and regulatory reasons, card payments may not be refundable to another person, another card or a different bank account.

Where a consumer validly exercises the right of withdrawal, the refund is made within the statutory period and by the statutory method. Where permitted by law, the Seller may withhold the refund until the product is received or the consumer provides evidence of dispatch.

For refunds processed through PayTR or another payment provider, Kimlik Makina sends the refund instruction to the provider. The time required for the refund to appear on the card or account depends on the bank, card issuer and payment provider.

PayTR states estimated reflection periods of 1–3 business days for credit cards and 7–14 business days for debit cards. These periods may vary by bank and are not directly controlled by Kimlik Makina.

For instalment payments, the issuing bank determines how the refund is reflected on the card.

15. Payment Disputes and Records

If the customer experiences a payment or delivery problem, they should contact Kimlik Makina at bilgi@kimlikmakina.com before initiating a chargeback or payment dispute. This does not restrict the customer's right to contact their bank or a competent authority.

For order and payment security, Kimlik Makina may retain the following records and, where necessary, share them with banks, payment providers or competent authorities:

Quotation, proforma invoice and agreement,
Order and technical approvals supplied by the customer,
Email and business correspondence,
Production-stage photographs and videos,
Test and factory acceptance records,
Dispatch note, invoice and delivery documents,
Shipment tracking and delivery records,
Installation, commissioning and training records,
Service and support records.

Personal data is processed only in accordance with applicable law and Kimlik Makina's personal-data protection policy.

16. Delivery and Acceptance Documents

For commercial and custom-manufacturing orders, a dispatch note, delivery report, installation report, commissioning form or training form may be issued upon delivery.

A delivery or commissioning document signed by the customer or its authorised representative evidences delivery. It does not remove mandatory rights relating to latent defects that could not reasonably be detected at delivery.

The customer must provide the name and contact details of the authorised recipient before dispatch.

17. Disputes

For consumer transactions, the consumer's right to apply to the competent Consumer Arbitration Committee or Consumer Court at the consumer's residence or the place of the transaction remains unaffected.

For commercial transactions, governing law, jurisdiction, mediation and dispute-resolution terms may be stated separately in the quotation or agreement. Mandatory jurisdiction rules remain unaffected.

18. Changes to this Policy

Kimlik Makina may update this Policy in line with applicable law, payment-provider rules and changes to business processes. For an order, the Policy presented when the order was placed and the quotation and agreement accepted by the parties will apply.

19. Contact

For cancellation, return, defect notices and refund requests:

Email: bilgi@kimlikmakina.com
Telephone: +90 332 249 85 71
Address: Horozluhan OSB District, Demirtepe Street No:14, Selçuklu/Konya, Türkiye

CANCELLATION, RETURN AND REFUND POLICY