Delivery and returns

Items held in stock are dispatched within 1–3 business days of payment reaching our account. Courier delivery then usually takes 1–3 business days depending on the address.

For items not in stock or requiring specific configuration, the lead time is stated in the quote. In any case delivery does not exceed the thirty (30) days prescribed by law.

On large installations covering many blocks, devices may ship in batches; the dispatch plan is set out in the quote.

Shipments go out with our contracted courier and the tracking number is sent by e-mail. Shipping costs are borne by the buyer unless the quote states otherwise.

Delivery is made to the address given with the order. Address changes must be notified before the shipment leaves.

We ship outside Türkiye. Those orders are invoiced in US dollars and are VAT exempt as export sales.

• Freight goes with our contracted international courier or a carrier you nominate.
• Freight cost, insurance and delivery terms are set out in the quote.
• Customs duties, import charges and local taxes in the destination country are the buyer's responsibility.
• Customs clearance makes lead times vary by country; an estimate is given in the quote.
• Export documents (commercial invoice, packing list, certificate of origin) are prepared by us.

Check the package when the courier hands it over. If it is crushed, torn or wet, do not accept it without having the courier record a report. Where a report is filed, the product is replaced free of charge.

For damage noticed after accepting a package without a report, notify us with photographs at bilgi@novus.tr within three (3) business days.

A buyer acting as a consumer may withdraw within fourteen (14) days of receiving the product, without giving a reason.

The process runs as follows:

• Send a withdrawal notice to bilgi@novus.tr with the order number and the items being returned.
• We send you the shipping instructions and the return address.
• Return the product with its box and accessories within ten (10) days; return shipping is at your expense.
• Once the product reaches us it is inspected, and the amount is refunded to the original payment method within fourteen (14) days of the withdrawal notice.

If the box, cables or antenna are missing, or the product has lost value through use, that amount is deducted from the refund.

• Devices configured or labelled specially at the buyer's request
• Products manufactured under the buyer's own brand
• Software whose licence key has been delivered
• Devices installed on site, dismounted, or physically modified

Withdrawal provisions do not apply to buyers acting for commercial or professional purposes; for them the return terms in the quote document govern.

Hardware carries a two (2) year warranty against manufacturing defects from the delivery date. A device that fails within the warranty period is repaired free of charge, or replaced if it cannot be repaired.

Not covered by the warranty:

• Incorrect wiring, reversed polarity, overvoltage, lightning and mains surges
• Dropping, impact, liquid contact, extreme temperature and humidity
• Devices opened, repaired or reflashed by unauthorised parties
• Mounting or supply contrary to the manual

Report faults to bilgi@novus.tr. The device may need to be sent to us for diagnosis; for shipments under warranty we cover the freight.

Panel subscriptions and software licences are handled separately from hardware. A licence key is not refundable once delivered — which is why a trial period is offered before any licence is issued.

For delivery, returns and warranty:
E-mail: bilgi@novus.tr
Phone: +90 216 642 42 66
Address: Mimar Sinan Mah. Ceren Sk. Türkoğlu Plaza No:25/4 Kat:2, Çekmeköy / İstanbul, Türkiye

This text is published for information and does not replace legal advice. Where the quote document contains specific terms for an order, those terms prevail.