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Warranty & After Sales

Warranty & After Sales

Engineering-led support, transparent processes, and fast resolutions.
This page explains how we handle warranty claims and post-sale support, how to escalate a case, and which evidence we keep for full traceability. The detailed 10-point Warranty Policy appears at the end (“Full Policy”).

QUICK ACTIONS

  • Start RMA by email: support@astrevaglobal.com

  • WhatsApp Support: +90 532 578 86 77

  • Business hours: Mon–Fri 09:00–18:00 (TRT). First response within 24h.

SERVICE CHARTER (SLAs)

  • First acknowledgement: ≤ 24 hours (business days)

  • RMA instructions / next step: 3–5 business days

  • Typical remedy time after receipt: 10–20 business days (subject to parts/logistics)

  • If a case is still unresolved by Day 10, it auto-escalates to Operations.

ESCALATION PATH

TRACEABILITY & EVIDENCE DOSSIER

For every order we maintain a complete dossier and share it on request:

  • PO, approved specifications/drawings, change history

  • On-site QC / FAT report with photos & video evidence

  • Certificates (CoC/DoC), third-party test reports where applicable

  • Packing list, labels, and serial/lot traceability
    Document retention: 24 months.

PACKAGING & LABELLING STANDARD

  • Corner protection, moisture barrier and strapped pallets as per load plan

  • Drop-test consideration for sensitive goods; IP rating preserved

  • External labels include: PO/Invoice, item code, quantity, gross/net, country of origin, HS code

  • RMA return label (on the box): RMA no • PO/Invoice • Item/Qty • Serial/Lot • From/To

RMA BY EMAIL (NO FORM REQUIRED)

When reporting an issue, please include:

  • PO/Invoice, item code, quantity, serial/lot

  • Installation/operating conditions and a short failure description

  • Delivery date and photos/videos (including labels & packing)
    We will issue an RMA number and written instructions.

CASE SNAPSHOTS (EXAMPLES)

  • Mis-labelled terminal block (LV panel): Detected at pre-FAT; supplier re-worked and re-issued compliance labels. Resolved in 3 business days.

  • Transit dent on enclosure: Noted on delivery receipt; carrier survey opened. Spare door shipped ex-stock; credit recovered from insurer. Resolved in 8 business days.

  • Instrument out-of-tolerance: Calibration drift confirmed; OEM warranty applied, unit replaced. Resolved in 12 business days.

FULL POLICY — 10 POINTS (EN)

  1. Scope & Definitions — Applies to B2B export sales by Astreva Global Dış Ticaret Ltd. Şti. (“Astreva”) unless superseded by a Purchase Order (PO) or written contract. Warranty start is the invoice/Bill of Lading date or the commissioning date if expressly agreed in the PO.

  2. Warranty Periods — Electrical & Automation: 12 months; Mechanical Equipment: 12 months; Instruments & Meters: 12–24 months (per manufacturer); Astreva private-label: 12 months. Where an OEM/brand provides longer terms, the manufacturer’s warranty prevails.

  3. Coverage — Manufacturing defects in materials or workmanship and non-conformity to the approved spec, drawings, datasheet or approved sample. Remedies: repair, replacement, or credit/refund (at Astreva’s discretion), limited to the invoiced value of the defective item.

  4. Exclusions — Improper storage/installation/wiring/commissioning/operation; misuse, overload, wrong voltage/frequency; environmental limits exceeded; normal wear & tear, consumables, calibration drift; unauthorized repair/modification; removed/tampered serial or traceability labels.

  5. DOA & Transit Damage — Dead on Arrival (DOA): Notify within 7 calendar days of delivery with photos/video and packing list; keep packaging for inspection. Transit damage/shortage: Claim with the carrier/insurer per Incoterm; note on delivery receipt; Astreva assists with documentation.

  6. RMA Process — Report by email to support@astrevaglobal.com with PO/invoice, item code, quantity, serial/lot, install conditions, failure description, and photos/videos. An RMA number and instructions will be issued (return to service center or field inspection). Ship clean and safely packed, RMA no on the outer box. Incoming inspection & RCA; remedy communicated in writing.

  7. Spare Parts & Maintenance — Critical spares list available on request. For private-label items, parts availability is ensured for 24 months from shipment.

  8. On-Site Service — Remote support (video/phone) is the first line. On-site service can be arranged when required; travel & per-diem may apply unless otherwise agreed.

  9. Limitation of Liability — Astreva’s total liability is limited to the invoiced value of the defective product. Indirect, incidental, or consequential losses (downtime, loss of profit, penalties) are excluded unless mandatory law states otherwise.

  10. Governing Law & Jurisdiction — Turkish law applies. Exclusive jurisdiction: courts and enforcement offices of Mersin, Türkiye, unless a different forum/arbitration is stipulated in the contract.

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