Customer Information & Store Policies

Client Registration & Discounts

Registration Level	How to Register	Discount Benefit
Standard Client	Simply enter your email at the registration link.	More Discount on all products.
Specialized Dealer	Fill out the form on the “Dealership” page.	Higher discount based on dealer level (Building Automation Company, KNX Partner, or Freelancer). Discount level is reviewed based on annual order volume.

Commercial Support (Large Scale Projects)

For special projects (e.g., residential apartments, hotels, or commercial projects), you can request dedicated Commercial Support to receive special pricing or cost estimates.

• How to Request: Contact the commercial department via email or WhatsApp.
• Eligible Projects: Large-scale projects.

Order Modifications and Cancellations

Changing Order

• Orders can only be edited on the payment day.
• Changes requested during the 48 hours after payment will incur a 20% extra fee.
• No changes can be made after 48 hours following payment.

Order Cancellation

• Cancellations are available for 3 days after payment.
• A 15% cancellation fee will be deducted from the order amount.
• The remaining amount will be refunded to your bank account after 20 days.
• Refund Process: Bank account information must be sent from your registered email to [email protected]. The money will be sent back to the account from which the original payment was received.

Delivery Date and Stock Situation

Stock Term	Meaning	Delivery Timeline
In Stock	Products are available and ready for packaging.	Packaging occurs in 3–5 working days, then delivered to the shipper.
On Back Order	Products can be ordered, but preparation is required based on factory delivery.	7–60 working days (approximate). The exact time will be confirmed by our support team.

Important Note: Orders cannot be changed after 24 hours from the time of payment.

Warranty and Product Returns

Warranties

• Product guarantees are those defined by each manufacturer whose products KNXbazzar sells and distributes.
• The warranty is valid from the purchase date indicated on the invoice or delivery note.
• To learn the duration and conditions of a specific manufacturer’s guarantee, please contact our sales department.

Products Damaged on Delivery

• Products damaged during delivery will be excluded from the warranty.
• KNXbazzar is not responsible for products damaged by transport services.
• Shipping Insurance: If a client wishes to purchase shipping insurance to cover potential damage or loss, they must notify KNXbazzar prior to purchase.

Shipping Methods & Customs Regulations

We offer two main shipping methods:

1. Local Pickup (EXW Türkiye):
   • Cost: No cost to the client.
   • Process: We notify you when items are ready. You must arrange for your transport company to collect the items at our offices.
2. DHL Express (DAP – Delivered at Place):
   • Delivery: Orders are shipped under Incoterms DAP (Delivered at Place) and delivered to your indicated address via DHL agency.
   • Cost: Specified in each offer, as costs depend on weight, volume, and destination.
   • Tracking: You can check your order status using the online tracking system provided by DHL.
   • Customs Duties, Taxes & Destination Formalities: KNXbazzar is solely responsible for export clearance from Türkiye. Under DAP terms, all import customs clearance, local taxes, duties, administrative clearing agency charges, and destination authority fees are strictly the responsibility of the client (importer). KNXbazzar assumes no liability for local customs delays, tariffs, or penalties in the destination country.
   • Special Documents & Legalization Requests: Shipments are dispatched with standard export documents (commercial invoice and packing list). If your destination country or local customs authority requires specific paperwork (such as a legalized Certificate of Origin, consular attestation, embassy stamp, or tailored declarations), this must be explicitly requested in writing at the time of order placement and strictly prior to shipment dispatch. Any legalization or processing expenses incurred will be billed to the client. KNXbazzar is not responsible for destination fines or delays resulting from documentation requirements not requested prior to dispatch.

Payment Methods

Payment Method	Key Benefit / Status	Important Notes
Direct Bank Transfer	Receive an additional 2% discount on your total order amount.	Packaging starts only after funds are received in our account (may take time based on bank conditions).
Online Payment (Credit/Debit Card)	Secure connection via the bank’s secure gateway (SSL) to ensure data confidentiality and transaction integrity.	Standard method for immediate payment.
Cash Payment & Local Pickup (Istanbul Office)	You do not pay the €200 customs clearance documents fee.	We cannot provide official documents for export. Products must be picked up in Istanbul by you or your agent.

Customs Clearance Fee: For Direct Bank Transfer and Online Payment, a €200 fee will be added to your order cost for Türkiye customs clearance documents. This fee is permanent for all orders.