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Frequently Asked Questions

AZKarbon

Frequently Asked Questions About Payment

We do not have the option to pay at the door.

We have the option of paying by bank transfer. In order for the transfer process to proceed quickly and smoothly, do not forget to write the reference code shared with you in the description when placing your order.

By logging in, you can view your invoices from the "My Account" page.

Our quote service is 100 TL. Our special opening offer service is free.

1. Select the product to be returned and the reason for the return. If you have purchased more than one of the same product, you must also select the number of products to be returned.
2. Contact us at support@azkarbon.com
3. Take note of the cargo code that will be sent to you in line with the instructions and enter it in the field on your order screen.
4. Do not forget to send the invoice with the products to be returned.

After the product reaches us, its compliance with the return conditions is checked.
If the product meets the return conditions, your return will be approved, otherwise it will be sent back to your address.
The refund of your approved order will be reflected on your payment card within 2-10 business days, depending on your bank.
For installment purchases, the refund is made to your bank at once, but it is displayed in installments on the card statements.
For your orders in the energy efficiency and mobility category of white goods such as refrigerators, washing machines, televisions, solar panels, inverters, which need to be installed by the authorized service after receiving the product;
The package should not be opened without the knowledge of the authorized service; if it is opened, the product will be excluded from the scope of return.
If a problem is detected during the authorized service installation, you can only return the product with an authorized service report.

For your orders in the energy efficiency and mobility category of white goods such as refrigerators, washing machines, televisions, solar panels, inverters, which need to be installed by the authorized service after receiving the product;
• The package should not be opened without the knowledge of the authorized service; if it is opened, the product will be excluded from the scope of return.
• If a problem is detected during the authorized service installation, you can only return the product with an authorized service report

The refund of an order that you have canceled and whose return has been approved will be reflected on your payment card within 2-10 business days, depending on your bank.

For installment purchases, the refund is made to your bank at once, but it is displayed in installments on the card statements.

The amount of shopping loan varies depending on your individual credit score and the working conditions of the banks, but the maximum is 100 Thousand TL.

Frequently Asked Questions About Membership

Membership to AZKarbon is free.

You can make your purchases by logging in to AZKarbon, Facebook or Google.

From the login section on the homepage, click "Did you forget your password?" You can reset it via your e-mail registered in the system by clicking .

For Live Support = “Chat with Us”
Phone: 0 850 309 51 23
Mail:support@azkarbon.com

Frequently Asked Questions About Shipping and Delivery

By logging in, you can view the status of your order from the "My Account" page

Shipping of the products is the responsibility of the seller. The seller covers the shipping fee.

If your order has not been shipped yet, you can contact us through our communication channels. If your order has been shipped, you need to contact the cargo company.

Check the status of your order from the My Orders tab.
If your order has not been shipped yet, you can cancel it.
• If your order is in “Shipped” status, it cannot be canceled.
• If your products have started to be prepared for shipping (your invoice has been issued) or have been shipped, they cannot be cancelled. In this case, you can return the product when you receive it.
• For return procedures, “How do I return the products I purchased?” Follow the steps in the section.

You should receive your products by taking into account the following rules in case there is any damage, deficiency or mistake in your orders.
Missing/damaged/erroneous notifications made for orders whose delivery is completed without complying with the following rules are no longer a transportation-related problem. In order for this process to be carried out properly, controls during the delivery phase must be carried out.

When you receive the products in your order, be sure to check the products. If the packaging of the product(s) has any damage such as crushing, tearing, breaking, or if there is a deficiency or mistake, do not accept the product(s). Ask the cargo personnel to prepare a damage assessment report. Return these products without receiving them.
If you have purchased a product that is likely to break, also check the contents of the box.
Please check that the incoming product and the products written on the delivery note/invoice are the same and check the quantity information before receiving it.

For your orders in the energy efficiency and mobility category of white goods such as refrigerators, washing machines, televisions, solar panels, inverters, which need to be installed by the authorized service after receiving the product;
• The package should not be opened without the knowledge of the authorized service; if it is opened, the product will be excluded from the scope of return.
• If a problem is detected during the authorized service installation, you can only return the product with an authorized service report

When you receive the products in your order, be sure to check the products. If the packaging of the product(s) has any damage such as crushing, tearing, breaking, or if there is a deficiency or mistake, do not accept the product(s). Ask the cargo personnel to prepare a damage report.  Return these products without receiving them.

If you have purchased a product that is likely to break, also check the contents of the box.

Make sure that the incoming product is the same as the products written on the delivery note/invoice and check the quantity information and sign the delivery document.

For your orders in the energy efficiency and mobility  category of white goods such as refrigerators, washing machines, televisions, solar panels, inverters, which must be installed by the authorized service after receiving the product;

  • The package should not be opened without the knowledge of the authorized service; if it is opened, the product will be excluded from the scope of return.
  • If a problem is detected during the authorized service installation, you can only return the product with an authorized service report

Always open your order with the cargo officer.
If package content is missing or incorrect:
• Never accept the cargo.
• Have the cargo officer prepare a "Damage Assessment Report".
• Return the product/box together with this report and invoice.
• Please contact us via the following communication channels regarding the situation.
By sending an e-mail to support@azcarbon.com or by contacting us via live chat
• If you have not opened the product in the presence of the cargo officer, send us your request through the communication channels above, along with a detailed explanation of the situation and a few photos. The Expert Customer Consultant will review your request and get back to you as soon as possible.

Always check your order with the cargo officer.

• If there is damage to the cargo package or the product, if the package quantity is incorrect:
o After signing the cargo delivery slip, have the cargo officer prepare a "Due Determination Report".
o If you decide not to receive the cargo by checking the content and quantity, get a return code from the order screen with the easy return option.
o Deliver the product/box to the courier along with this report and invoice and send it back.

For your orders in the energy efficiency and mobility categories of white goods such as refrigerators, washing machines, televisions, solar panels, inverters, which need to be installed by the authorized service after receiving the product;
o The package should not be opened without the knowledge of the authorized service; if it is opened, the product will be excluded from the scope of return.
o If a problem is detected during the authorized service installation, you can only return the product with an authorized service report

HINT:
This information is included on the boxes of products that require technical service installation.

You can convey the problem you are experiencing with the product, in which you experience malfunction/damage after use, to the seller and request it to be supplied.

Frequently Asked Questions from Our Customers

AZKarbon serves as a digital platform that brings together customers and sellers with products and services focused on energy efficiency.
The agreement you make with the sellers is between you and the seller. It is under your control to start, stop and postpone the process.

Installation is completed in an average of 2 business days. Discovery visits are not included in this period. Installation is completed within the time specified by the supplier.

Your offers will be delivered to you within 7 business days at most.

You can reach us via our live support line or contact addresses.

For Live Support = “Chat with Us”
Phone: 0 850 309 51 23
Mail:support@azkarbon.com

Frequently Asked Questions from Our Sellers

All they have to do is click on the "Become a Seller / Service Provider" button on the AZKarbon website and register to the system. Your store will be activated after the document control and approval process.

These documents are required from you to become a supplier;
• Activity Certificate
• Signature Circular
• Trade Registry Gazette
• Tax Certificate
• Logo
• You must fill out the current identification form that will be sent to you during communication.

In order to make an offer, you must first register to the system and add your products/services after the approval of the AZKarbon team. When there is a request for your services, you will be notified via notification and you can start preparing your offer.

Our bidding service is 100 TL. Our special opening offer service is free.

Comments are made by customers, and are published after being checked by AZKarbon content teams.

Sellers do not have the ability to remove or edit comments.

You can make an offer within 3 business days after the offer request is in your system.