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Returns & Warranty Terms

General terms covering detailed returns, warranty periods and service conditions for the Şahbaz, Brunetta and Alveon brands.

Important Notice This text has been prepared as a sample template. It must be reviewed by the company's legal counsel and warranty process manager before publication. It must be kept up to date according to brand, product and changes in legislation.

Last Updated: 1 May 2026

1. General Warranty Periods

Şahbaz Group products have different warranty periods by brand. All periods commence from the date the product is delivered to the BUYER and are provided together with the warranty certificate.

Brand Product Category Warranty Period
Şahbaz Butter churns 5 years
Brunetta Aluminium decorative radiators (Smeraldo, Diamante, Flat, Perla, Rubino) 10 years
Brunetta Towel warmers and accessories 5 years
Alveon Small household appliances, heating devices, bathroom accessories 2 years

2. Right of Withdrawal (B2C Only — Alveon Online Sales)

Under distance contracts, the BUYER may exercise the right of withdrawal within 14 days from the date of receipt of the product, without giving any reason. The following conditions must be met to exercise the right of withdrawal:

  • The product must be in its original packaging and undamaged
  • All accessories, user manual and invoice must be sent together with the return
  • The product must be unused, untested and not opened in a way that would compromise health and hygiene conditions

Where the right of withdrawal is exercised, the product price will be refunded to the BUYER's payment method within 14 days at the latest.

3. Situations Excluded from Warranty Coverage

Defects arising from the following situations are excluded from warranty coverage:

  • Improper use, operation contrary to the user manual
  • Intervention, repair or installation by unauthorised service providers
  • Incorrect installation or assembly (where an authorised plumber was not used)
  • Force majeure events such as natural disasters, fire, flood, earthquake or lightning strike
  • Voltage fluctuation or incorrect electrical connection (Alveon products)
  • Electrical faults caused by liquid contact (Alveon small household appliances)
  • Blockage/corrosion caused by water hardness or poor-quality plumbing water (radiators)
  • Defects arising from use of the product outside its intended purpose
  • Normal wear and tear

4. Actions Taken During the Warranty Period

If a defect in the product is identified during the warranty period, the following options are considered in order:

  1. Repair: Free repair by an authorised service centre. The repair period shall not exceed 20 business days.
  2. Replacement: Where repair is not possible or would take an unreasonably long time, the product will be replaced with an equivalent item or a refund will be issued.
  3. Refund: If repair or replacement is not possible, the full invoice amount will be refunded.

5. Returns and Repair Process

  1. Submit your complaint in writing to destek@alveon.com.tr (B2C) or servis@sahbaz.com.tr (B2B).
  2. Our service team will respond within 24 hours and direct you to an authorised service centre.
  3. Where on-site repair is not possible, the product is collected free of charge (door to door) by Şahbaz Group.
  4. After the product is inspected, written notification of the outcome will be provided.
  5. Following repair/replacement, the product is delivered to the BUYER free of charge.

6. Authorised Service Network

Şahbaz Group provides service through an authorised service network in 34 provinces across Türkiye. To find the nearest authorised service centre to your city:

  • Call Centre: +90 (850) 222 11 22
  • Email: servis@sahbaz.com.tr
  • Contact form select "Service" as the subject

7. Spare Parts Guarantee

Original spare parts support for all our products continues for 10 years from the date of manufacture. This service is also available on a paid basis after the warranty period ends.

8. Consumer Arbitration Committees and Courts

In the event of a dispute under these warranty terms, applications may be made to consumer arbitration committees up to the value announced each December by the Ministry of Industry and Trade, and to consumer courts for disputes above that threshold.