Shipping Policy
At DEFA Technology Turkiye, all shipments and deliveries for our Intelligent Waterjet (IWJ) equipment, high-pressure intensifier pumps, and automated production lines are managed under strict B2B logistics protocols to ensure maximum safety and operational readiness:
• Freight & Delivery Terms: Equipment is dispatched based on pre-agreed international commercial terms (Incoterms), primarily FOB (Free on Board), CIF (Cost, Insurance, and Freight), or Ex-Works (EXW), as detailed in the final sales agreement.
• Logistics, Heavy Lifting & Local Transportation: Due to the high tonnage, structural dimensions, and specialized engineering of waterjet machinery (such as our SuperLine and Five-Axis Series), local unloading, heavy-duty crane rentals, and positioning within the buyer's facility are the sole responsibility of the customer unless expressly included in a turnkey service contract.
• Lead Times & Manufacturing Schedules:
- Standard CNC Waterjet Tables & Semi-Automatic Units: Typically dispatched within 4 to 6 weeks following advance payment and technical layout confirmation.
- Custom Automated Lines (SuperLine, Double-Gantry, Glass Storage Racks & MES Integrated Systems): Require a manufacturing and factory acceptance testing (FAT) timeline of 8 to 12 weeks.
• On-Site Assembly, Commissioning & Operator Training: Every machinery shipment includes scheduled deployment of our certified technical team. Our engineers conduct complete mechanical assembly, high-pressure plumbing checks, CNC software configuration, and a mandatory 1-week hands-on training program covering machine operation, preventative maintenance, and safety compliance.
• Spare Parts & Consumables Delivery: Standard spare parts (such as high-pressure cylinders, orifice nozzles, garnet sand valves, and seals) are dispatched from our local warehouse within 24 to 48 hours via express freight to minimize production downtime.
Refund Policy
Because DEFA IWJ waterjet machinery and industrial automation lines are custom-engineered precision instruments tailored to specific electrical, dimensional, and processing specifications, standard consumer return policies do not apply:
• Order Cancellation & Down Payments: Down payments and milestone payments are strictly non-refundable once raw material procurement, structural fabrication, or engineering design has commenced at the factory.
• Equipment Returns: Fully assembled machinery, custom gantry systems, and automated production lines cannot be returned or refunded once dispatched from the manufacturing plant or cleared through customs.
• Consumables & Spare Parts Return Conditions: Unused, unopened standard spare parts and accessories (e.g., high-pressure rings, orifice assemblies, filter cartridges) may be returned within 14 business days of delivery. Returned items are subject to a technical inspection and a 15% restocking fee. Return shipping costs remain the responsibility of the buyer.
• Delivery Damage & Factory Warranty Coverage: In the event of transit damage or operational defects identified during initial installation, items are fully covered under our 1-Year Comprehensive Factory Warranty. Defective components (including intensifier pumps, PLC modules, and servo drives) will be repaired or replaced immediately by our technical department at no additional hardware cost.
Cancellation / Return / Exchange Policy
To maintain total transparency and compliance with industrial manufacturing standards, our cancellation, replacement, and exchange procedures are governed by the following technical guidelines:
• Contractual Order Modifications: Any technical adjustments (such as changes to table dimensions, dual-head configurations, 5-axis head upgrades, or voltage requirements) must be submitted in writing within 5 business days of contract execution. Modifications requested after production authorization may incur engineering adjustment fees and lead time extensions.
• Factory Acceptance Testing (FAT) & Quality Inspection: Prior to container loading, every DEFA IWJ waterjet system undergoes rigorous quality control, high-pressure testing (up to 4200 bar / 60,000 PSI), and CNC movement calibration. Test inspection reports and video documentation are provided to the buyer prior to final dispatch.
• Component Exchange Under Warranty:
- During the 1-year limited warranty period, any non-wearing component failure caused by manufacturing defects will be exchanged free of charge.
- Normal wear-and-tear items (including garnet nozzles, sapphire/ruby orifices, high-pressure seals, and mixing tubes) are excluded from free exchange unless proven defective upon arrival.
• Technical Support & Claim Filing: To initiate a warranty claim, component exchange, or technical service request, buyers must submit a formal service ticket including the equipment serial number, operating hours, software error logs, and detailed photographs/videos of the part in question. Our engineering team responds to all technical claims within 24 hours.
