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Company Overview Activities References Human Resources Investors Relations Media Personal Data Protection Policy
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E-Ticaret Destek

My Account

How can I leave membership?

You can leave membership by clicking “Cancel my account” link under heading of “Personal Information” at “Profile” menu.


How can I change my registered address information?

You can update your address information from heading of “My addresses” in “Profile” menu.


How can I update my membership information?

You can update your membership information from heading of “Personal Information” in “Profile” menu.


I have forgotten my password. What should I do?

Enter your e-mail address which you have used when becoming a member at “Profile” entrance section at our web site and click on “I forgot my password” button. By following up steps explained in “Password renewal” mail that will be sent to your e-mail, determine a new password. You should not forget that your e-mail provider can mark this e-mail as spam or unimportant.


How can I become a member?

In order to become a member of our web site, click “Profile” link that is at the upper right corner. Click “Become a member” under the screen of “Enter/Become a member” that will come in front of you. By following the steps and filling in required areas completely, click on “Save” button. Following this stage an activation mail will be sent to your e-mail address you have entered. You should not forget that your e-mail provider can mark this e-mail as spam or unimportant. By clicking link in activation mail that is sent to your e-mail, confirm your membership. Following this process by clicking “Become a member/Make entrance” link that is at the upper right corner of our web site, you can enter with your e-mail address and your password.

Online Processes

Online sales system had failure and I could not do shopping. But collection from your credit card has been made. What should I do?

You can get support from our call center from number of 444 0 128 regarding this subject.


Is online sales system secure?

It is ensured that all types of transactions containing personal data and payment information are realized with EV SSL at the internet site and mobile site. With this certificate it is guaranteed to our visitors that our web site is screened absolutely without problems and that there will be no fraudulent transactions at our web site. 

Features of commodity being subject of electronic trading such as stock details, content, material, measures, information about its usage, guarantee, technical support and people who will provide them, images enabling for actual sizes to be understood, particulars such as supply, cargo and delivery period, necessary information about order status until order is delivered to buyer and cargo tracking means are provided for our customers.

Credit card details of buyers are absolutely not kept and it is only enabled for this information to be transmitted to solution partner in a secure way during collection process. For payments, it is worked with online payment solution partner that meets different online payment needs and which provides opportunities of installment and virtual POS service. By means of security filters protection is provided against fraudelent operations. By verifying that payments are made by legal owner of card and by making online shopping become more secure, additional protection is made available.

At our e-trade site shopping opportunity is provided with 3D Secure (3 dimensional security). 3D Secure is a system being developed by Visa and Mastercard to improve security in internet shopping. This system realizes information flow between card provider, bank, customer, and e-trade site with a private ciphering method and thus it is avoided for stolen cards to be used.

Order Delıvery

How can I check my order status?

When your order is received, an automatic order confirmation e-mail is sent to your e-mail address. In this e-mail you can find details about your order, and -if you are a member- the link you will need to follow up your oder. You should keep in mind that your e-mail provider can mark this e-mail as spam or unimportant. If you don’t receive an order confirmation e-mail after you complete your order, you can confirm your order by calling Alarko Carrier call center 444 0 128.

If you are a registered user in our web site, you can check your order status from the website www.alarko-carrier.com.tr profile/order information section.

If you have completed your shopping without becoming a member, you can follow up your order status by e-mails that are sent during your order preparation stage, cargo stage and delivery stage.

In your air-conditioner orders, when your order notification is accepted by our authorized service through the system, you will receive an SMS on your registered mobile phone. With this SMS you can view the contact details of the authorized service that will perform the product installation.


When will I receive my order?

Orders you place through our web site are delivered to your address within 10 working days.


How can I place an order?

You can add the product you would like to purchase to your basket by clicking “add to basket” button on the information page of product you wish to purchase. At this stage you can automatically see product in the basket, its quantity and price at the top right corner of our site. By clicking an empty area in the site you can continue shopping or you can reach to “my basket” page with “go to the basket” option. On the basket page with “Continue to shop” option you can add new or complementary products to your basket or you can pass to following stage with “Complete shopping” option. At this stage by becoming a member of our site or by filling in necessary information you can continue with shopping processes. In the coming screen enter address details where delivery will be made and enter invoice address if it is different and click “Next step” button. When payment screen comes enter your credit card information and complete your order. When order is completed, to e-mail address that is registered in system an automatic e-mail is sent confirming receival of order. Do not forget that your e-mail provider can mark this mail as spam or unimportant. If you don’t receive e-mail, you can confirm your order by calling our call center from number of 444 0 128.


Can I add products to my order?

In your orders you can add new products to your basket until you come to payment stage. After order is completed it is not possible to add new products to the same order. At this stage you can continue shopping by creating a new order.


Can I place orders from abroad ?

Orders can be placed from abroad on condition that delivery address is Turkey.


Will I pay for installation services?


Air Conditioners: The air conditioner you will buy will be delivered to your address to be installed and commissioned by our authorised service. After your product's delivery, our authorised service will contact you for confirming installation date and time. Osur sales prices include installation labor and 5 m copper pipe. For installations more than 5 m, costs additional length of copper pipe and cable shall be covered by the buyer. Power supply line and fuse operations and other construction and decoration works shall be covered to our customers. 


Combi boiler: The combi boiler you will buy will be delivered to your address. You may contact our call center (444 0 128) after your combi boiler is installed by authorised and licensed servicing personnel according to regulations, and your local Gas authority carries out the legislative duties. Our authorised service will carry out the commissioning after performing the necessary inspections.  


Is it necessary for me to be a member of site to place orders ?

You can place orders through our web site both by making membership entry and by filling in necessary information to complete the order.

For how long can I keep products in my basket?

Products which you add to your basket remain here fore 24 hours and after that period they are automatically erased from your basket.


Are deliveries made on official holidays?

On official holidays as cargo company is not operating delivery of our products can not be made.


Do you make deliveries abroad?

Deliveries are not made abroad for products purchased from our web site.


My invoice did not reach me. What can I do?

Regarding this subject you can get support from our call center with number of 444 0 128.


Can I change name of buyer?

You can change name of buyer before completing your order. After you complete your order, it is not possible for this change to be made.


With which cargo company are you making deliveries?

Among products in your orders which you place through our web site, air-conditioner, combi air-conditioner, accessory and complementary products are delivered to your address by Horoz Logistics. Regarding your air-conditioner orders, following receival of your order our authorized service that will be directed through system, will call you and get appointment for assembly work.


Can I change my delivery address?

You can make changes in your delivery and invoice addresses before completing your order or unde the heading of “Profile/my addresses”. These changes can not be made after payment is made and after order is completed. To the users placing orders without becoming members, at address determining stage it is asked for delivery address of products. Before completing order by returning to this stage you can change current address. These changes can not be made after payment is done and order is completed.


Can I deliver products I have purchased at different times with same cargo?

Cargo method and timing can show variations depending on type of products. Air-conditioner, combi air-conditioner, accessories and complementary products are delivered to your address by Horoz Logistics company. When your products are prpeared for delivery, their relevant order status will be revised. Therefore, delivery of your products with same or different cargos can vary depending on content and timing of your order.


Can invoicing and delivery addresses be different?

At ordering stage you can define delivery address and invoicing address differently. If you are a member you can enter different invoice and delivery addresses from under the menu of “Profile/My addresses”.


Where is my cargo? Where can I follow up my cargo ?

When your order is received, an automatic e-mail is sent to your e-mail address that is registered in system confirming that your order has been received. You can find details relating with your order and the link you will need to follow up your order if you are a member in this e-mail.

When your order is prepared for cargo, e-mail confirming “Cargo is being distributed” is automatically sent through the system. There is a link in this e-mail with which you can follow up your cargo.

When your order is delivered to your address, an e-mail is sent to you confirming that “It has been delivered”. Your order status is updated as “It is delivered”.

Do not forget that your e-mail provider can mark this e-mail as unimportant or as spam. If you don’t receive an e-mail after you complete order, you can confirm your order by calling our call center from number of 444 0 128.

If you are a user who is registered in our web site, you can learn status of your order from profile/order information part through address of www.alarko-carrier.com.tr

If you have completed your shopping without being a member of our site, you can follow up your order status from e-mails tha are sent during your order preparation stage, cargo stage and delivery stage.

Regarding your air-conditioner orders as your order notification is undertaken by one of our authorized services, an SMS comes to your registered mobile phone. With this SMS you can screen information of authorized service that will deliver the product to you and realize its assembly processes.


When will my order be given to cargo ?

Products you purchase from our web site are given to cargo within 2-10 days.


When will my cargo arrive ?

Products you purchase from our web site are delivered to your address and to our authorized service within maximum 10 working days depending on features of your order.


What is cargo amount of my order?

No cargo charges are requested for shopping you will make through our web site. Cargo charges of our products are met by Alarko Carrier.

What should I do for assembly of product I have purchased?

Notification regarding your order for air-conditioner devices requiring assembly which you have purchased from our wen site is delivered to our authorized service through the system. After our authorized service undertakes notification, they will call you and get appoint for assembly. By determining a date and an hour with our authorized service, you can make assembly of your products. Combi boiler which you buy will also be delivered to your address. Make sure that combi boiler is assembled by personnel having authorization to deal with natural gas devices and that it is complied with necessary legislation. After our authorized service makes necessary controls following assembly, they will commission your combi boiler.


After I place order, price of product has decreased. What can I do ?

Prices of products offered for sale at our web site are determined as per sales policies of Alarko Carrier Sanayi ve Ticaret A.Ş.. Alarko Carrier reserves the right to change campaign starting and ending dates and terms. In such situations no payment is done to the customer.

I experience problems during screening/processing/shopping at the site.

If you are experiencing problems in reaching our web site due to occurrence of weak internet connections for various reasons or due to instant problems, we recommend you to first open a new page and to try to enter our alarko-carrier.com.tr page again or to update your browser. If problem continues, we recommend you to control your modem or your wireless net connection and to close and reopen it.


During ordering page is giving failure. What should I do?

If you are faced with failures during ordering, first of all clean cookies from settings of your browser and try the process again. If problem still continues, realize the process from a different browser.

Payment

What are your payment options?

For shopping you will make through our web site, you can make payment with your credit card.


Are you making installments in shopping?

For shopping you will make through our web site, you can make installments as per the type of credit card you are using. Options of installment are determined by bank to which credit card belongs. For this reason different installment options are offered for different credit cards.


Can I do shopping by means of payment at the door or with wire transfer?

for shopping you will make through our web site there are no options of payment at the door or by wire transfer.

Return Policy

How can I realize canceling process?

When you wish to cancel your order which has not been delivered yet, it is required for you to click the link where you can screen details of your order from the e-mail that is automatically sent to your e-mail address registered in system and it is required for you to go to order informations page over your profile. On this page by clicking order cancel button on relevant product, you can cancel your order. Order canceling button is not shown next to the product that is canceled. When you press order canceling button, information as “Your order canceling request is received. We will revert at the soonest time regarding the subject.” will be shown on the site. Afterwards e-mail is sent through system confirming that order canceling request has been received.

In order to cancel your order which you have placed without becoming a member of site, you can transmit your cancellation notification to our e-mail address of info@alarko-carrier.com.tr.

Your order will be cancelled by PayU within the next 24 hours. Transfer of funds to the card owners' bank accounts may vary due to banks' varying procedures.


Can I reactivate order of products which I have canceled?

Canceled orders can not be activated again or no new transactions for them can be made. In order to repeat your order being canceled, you can create a new order by adding the same products to your basket.

When will repayment of product I have returned be made?

Your order will be cancelled by PayU within the next 24 hours. Transfer of funds to the card owners' bank accounts may vary due to banks' varying procedures.


I wish to change the product I have purchased. What can I do?

No changes are made for shopping you have made through our web site. Within 14 working days following product delivery, you can cancel the product from Order Information page or by sending e-mail to the address of info@alarko-carrier.com.tr. You can return the product by using your right of withdrawal and you can create a separate order for another product you wish to purchase.


How can I use my right of withdrawal?

As per relevant consumer rights regulation, consumer has the right to withdraw from contract within fourteen days without showing any reasoning and without paying for any penalty terms.

When you wish to cancel your order which has not been delivered yet, it is required for you to click the link where you can screen details of your order from the e-mail that is automatically sent to your e-mail address registered in system and it is required for you to go to order informations page over your profile. On this page by clicking order cancel button on relevant product, you can cancel your order.

In order to cancel your order which you have placed without becoming a member of site, you can transmit your cancellation notification to our e-mail address of info@alarko-carrier.com.tr.  

In order to use right of withdrawal, it is required to make notification and it is necessary for original packaging of product not to be opened/damaged and for its assembly not to be done and for it not to be used. Besides product return should be realized in a complete and non-damaged way as including all documents and all accessories coming with it.

It is required for notification about usage of right of withdrawal to be sent to Alarko Carrier as written before period for using right of withdrawal expires.

Return notification is realized by getting the print of invoice that is sent to you in electronic environment and by filling in return section of invoice. A copy of sample that is filled in should be sent by e-mail to the address of Alarko Carrier Call Center being info@alarko-carrier.com.tr. Besides original of invoice the return section of which is filled in, should be sent to Alarko Carrier while cargo charges will belong to buyer.

After your return request has reached to Alarko Carrier, an authorized service being assigned by Alarko Carrier is directed to your address. Authorized service controls whether product has been used or not and whether its packaging is disrupted or not and they receive the product with minutes report.

Your order will be cancelled by PayU within the next 24 hours. Transfer of funds to the card owners' bank accounts may vary due to banks' varying procedures.


I have lost my invoice. What can I do ?

By contacting our call center from number of 444 0 128 you can learn your invoice details.


When will repayment of order for which I have used my right of withdrawal be made ?

Amount of products you have canceled are repaid to your credit card after your right of withdrawal has been approved.


If I use my right of withdrawal, will I pay for cargo charges myself ?

No cargo charges are requested for shopping and returns you will make through our web site. Cargo charges of our products are met by Alarko Carrier.


Within which period can I use my right of withdrawal?

As per relevant consumer rights, you have the right to withdraw from contract within fourteen days following product delivery without showing any reasoning and without paying for any penalty terms.


By return period of 14 days has expired. Can I return my product?

As per distant sales regulation Alarko Carrier is liable to repay all amounts within period of 14 days following receival of notification that consumer is exercising their right of withdrawal on condition that return conditions have been met. No processes can be realized for return requests exceeding period of 14 days.


How can I learn status of my return application ?

E-mail will be sent to your e-mail address that is registered in the system about the status of your return application.

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