Warranty, Shipping and Returns

Customer protection

We stand behind the quality of our products and offer the Pihauss Guarantee should a defect occur. The Pihauss Guarantee applies to products bought from Pihauss stores or sales channels when a material or workmanship defect is found within the warranty period and the warranty conditions have been followed. In that case your product is repaired or replaced, or the value of the defective part is given to you as a voucher to spend in Pihauss stores.

The Pihauss warranty terms comply with the warranty conditions set by the Turkish Ministry of Trade, General Directorate of Consumer Protection and Market Surveillance, which you may contact about any issue relating to the warranty certificate.

Warranty conditions

• Pihauss gives this warranty taking into account that products naturally wear over time under normal use.
• Faults caused by use contrary to the instructions, abnormal use or user error are not covered.
• The warranty period starts on the invoice date, which is the delivery date. The invoice serves as the warranty certificate; the original invoice is required for any warranty claim. Copies of invoices or warranty documents are not accepted.
• If the product to be replaced is no longer in the Pihauss range, it is replaced with an equivalent product chosen by Pihauss.
• Pihauss reserves the right to withdraw all or some products from the market and/or reintroduce them.
• Products bought as clearance items are not covered by the warranty.
• You can make a warranty claim in writing or in person through Pihauss contact channels.
• To benefit from the warranty, keep the original warranty document, follow the product care recommendations and allow us to inspect the products you purchased.

Warranty coverage

• Following the installation, use and care instructions is a condition of the warranty. The Pihauss warranty covers manufacturing defects; paid service is offered for other issues.
• If installation was carried out by a service other than Pihauss or by third parties, Pihauss is not responsible for installation-related faults.

Not covered

• Use contrary to the instructions
• Use for purposes other than intended
• Use in environmental conditions unsuitable for the material (e.g. a PVC-laminated door exposed to excessive heat and sunlight)
• Use likely to cause excessive wear
• Faults or missing parts caused by user error
• Damage caused by force majeure such as natural disasters, fire, flood or erosion

Please note: the Pihauss warranty, given in addition to the statutory warranty, never includes a refund; it covers repair, replacement or a voucher.

Shipping

• Products are shipped with our contracted carrier, with collection from the warehouse or delivery within Istanbul.
• Please check the product before accepting delivery. A product that has been checked and accepted cannot be returned for damage.
• For project and export shipments, the delivery terms (EXW, FOB, CIF) are stated in the quotation.

Returns

• If you are not satisfied with a purchase from our showroom, factory or stores, let us know in writing or verbally through our contact channels within 7 days of delivery.
• Your request is assessed against the return conditions; if approved, the product is collected by our contracted carrier.
• If the return is because the buyer changed their mind, the return shipping cost is paid by the buyer; if it is due to a Pihauss error, Pihauss pays.
• Once the product reaches Pihauss and is confirmed undamaged, payment is refunded by the original payment method. Any damage or missing parts are documented and deducted from the refund.
• Returns must be made in the original box or packaging with the original invoice. Products with damaged packaging, damaged or incomplete products, or products that can no longer be resold are not accepted.
• Installed products cannot be returned.