1. Scope
This Warranty & Service Policy governs the warranty terms and technical service processes for products sold by HIERA.
2. Warranty Period
HIERA-branded products are covered by a 2 (two) year warranty from the date of delivery.
3. Warranty Coverage
Warranty covers only the following:
- Manufacturing defects
- Material flaws
- Factory-related malfunctions
4. Exclusions from Warranty
The following are outside warranty coverage:
- Faulty or unauthorized installation
- Use contrary to instructions
- Physical impact, breakage, scratches
- Issues caused by limescale, sediment, water pressure or plumbing
- Use of incorrect cleaning products
- Disassembly or modification of the product
- Intervention by third parties
5. Installation Responsibility
- Products must be installed by qualified professionals.
- Issues caused by faulty installation are not covered by warranty.
- HIERA is not responsible for damage occurring after installation.
6. Service Process
- Customer submits a request ([email protected]).
- Product is taken in for inspection.
- Whether the issue is covered by warranty is evaluated.
- If approved:
- Repair is performed, or
- Product replacement is provided.
7. Service and Inspection Conditions
- The product may be requested for inspection.
- If user error is determined, service and shipping costs are borne by the customer.
8. Spare Parts and Replacement
- If replacement is required, an equivalent product may be provided.
- An alternative product may be offered depending on stock availability.
9. Warranty for International Sales
- For international sales, shipping costs under warranty may be borne by the customer.
- The service process begins when the product reaches Turkey.
10. Limitation of Liability
HIERA is not responsible for damages arising from:
- Misuse of the product
- Faulty installation
- Interventions by third parties.
11. Useful Life and Maintenance
- Regular maintenance is recommended for long-lasting use.
- Compliance with usage instructions is mandatory.
12. Contact
For warranty and service requests:
Email: [email protected]
Address: Istanbul, Turkey