After-Sales Service
- All products are covered by the ENKA HOME 2-year warranty against malfunctions, breakages, fading, and similar issues caused by our company. This warranty is valid for our customers both within Turkey and abroad and is free of charge.
- With our quality control team, we ensure full supervision throughout the entire production process.
- Please carefully read the usage instructions indicated on the products. Deteriorations such as tearing, fading, breakage, and wear caused by incorrect use or cleaning methods are not covered by the warranty. For situations outside the warranty scope, an After-Sales Service (ASS) fee will be charged by our company to the customers.
- For products that have been delivered and installed, our company is not responsible for any defects or damages that may occur as a result of disassembly and reinstallation during later relocations or room-to-room changes.
- For issues within or outside the warranty scope, the first point of contact for the customer is the authorized dealer that made the sale and issued the invoice. Therefore, communication regarding the customer’s issues and rightful claims will be handled by the authorized seller. This is also necessary to verify whether the person is indeed using products of the manufacturer mentioned in the warranty certificate.
- The dealer’s fundamental warranty responsibility is to address customer issues and provide or facilitate solutions within the scope of the warranty conditions.
- For a quick resolution of issues, the customer must provide the company with sufficient photos and videos of the unwanted situations in the product. The malfunction details are forwarded to the production department, and an After-Sales Service (ASS) record is created with the customer information. Accumulated After-Sales Service (ASS) requests are evaluated by our company, and necessary actions will be taken for applications deemed in line with the warranty regulations.
- If the customer, without notifying or after notifying the seller from whom the product was purchased, and without supporting the solution process with the technical service teams, posts negative comments about the ENKA HOME brand on social media or complaint websites operating on the internet, thereby unjustly defaming the company, our company reserves the right to file a lawsuit against the relevant individual in such cases.
- After the 2 (two) year warranty period expires, any issues that arise will be resolved for a fee.
- Products covered by the warranty certificate will be produced with fabric options tailored entirely to the consumer’s special requests. If the customer cancels an order for such custom-made products, they will be obliged to pay the expenses demanded by the seller or manufacturer. The main reason for this is that the ordered products cannot be reassigned to another order.
- If the products are used contrary to the methods and forms specified in the user manual and warranty certificate or for purposes other than intended, the resulting damages and issues will be considered outside the warranty scope. Whether a problem is covered by the warranty or not will be determined by an expert appointed by the manufacturer.