*Dear Consumer;
With Halın Güvende, your rug is protected. All Royal Carpets with the Halın Güvende feature are covered for 1 year against all user errors not covered by warranty, floods, cuts, and stubborn stains. In such cases, your rug that has been exposed to an accident will be replaced with a new one of the same design and size.
Situations Covered by the Guarantee:
- Damage caused by contact with ironing tools, lamps, candles, cigarettes, and similar items
- Damage caused by cuts and tears resulting from use
- Damage caused by fading and discoloration outside of warranty
- Damage caused by unremovable stains due to carelessness for any reason
- Damage caused by children
- Damage occurring during carpet cleaning
- Damage that may be caused by pets
- Quality, patterns, and sizes in the catalog
- Damage caused by water, heating system malfunctions, bursting, leaking, or breaking pipes within the premises
- Damage caused by flooding due to faucets left open
- Damage caused by floods and water inundation as a result of extraordinary rainfall
- For products used in a living space and invoiced to the company name (valid when the user declares that it is used in their home).
Important Note: The situations covered by the above-mentioned warranty cannot be interpreted, broadened, or used for malicious purposes. HalınGüvende only covers damage caused by user error. However, Royal Halı reserves the right not to exchange the product and all its legal rights if, as a result of the inspection, false statements, situations outside the scope, or misuse are detected.
Situations Not Covered by the Guarantee:
- Fire, lightning, explosion, and theft
- Stains occurring under the rug
- Custom sizes, cut runners, products used for commercial purposes
- Defects and damages covered by the warranty
- Packaging, storage, and shipping damages
- Theft of the product
- Forgetting, losing
- Custom-made wall-to-wall and custom-sized woven products
- Products used in open areas
- Discontinued rugs, not found in the catalog (end-of-series)
Your rug is protected with Halın Güvende (Your Rug is Safe);
What to Do in Case of Damage
When purchasing the rug;
Keep the invoice or receipt provided by the dealer for 1 year.
In case your rug is damaged;
If you have an activation record, you can request a replacement via the HalınGüvende Replacement Request Webpage.
Then, when making a transfer to the bank account number sent to you via SMS, do not forget to write your Application Number (unique code) provided during the Replacement Request.
If payment is not made, no replacement will be processed. Your replacement process will be canceled. This situation does not affect your rights to free repair/replacement under standard warranty and the Consumer Law.
Upload your documents correctly and completely to the provided link.
After your rug's replacement is approved, deliver your damaged rug to the cargo company using the agreed-upon cargo code sent to you with the approval SMS.
After your damaged rug reaches us, your new rug will be shipped by us.
What is HalınGüvende?
HalınGüvende is a warranty programme that covers a one-time carpet replacement within one year against damage caused by user error. The programme is valid only for carpets that have been activated.
How do I activate HalınGüvende?
To activate your carpet, you must submit a Carpet Activation Application at www.halinguvende.com within one month of the invoice date. Once your application has been received, the system will automatically send you a notification message.
How is the activation approved?
The customer relations department checks the invoice information and carpet barcode included in your application. If the information is correct, the activation is approved and an automatic notification is sent to you.
What should I do to replace my damaged carpet?
If your Royal Carpet product is damaged, you can submit a replacement request for your activated carpet through halinguvende.com.
How does the application process work?
Complete the application form in full. Once the system receives your application, you will be informed by SMS that your request has been received. Bank account details will then be shared with you. To complete the replacement, 50% of the product’s current retail price must be paid by bank transfer or EFT. Your “Application Number” must be entered in the payment description. The process begins once the payment and required documents have been submitted.
Why do I pay 50%?
Your satisfaction is our highest priority. For this reason, we offer you a special privilege even in situations that are not covered by the standard warranty. By paying 50%, you can replace your product with a brand-new one at a highly advantageous price.
What does replacement with an equivalent product mean?
If the same product is not available in stock, our company reserves the right to offer an equivalent product from the same collection or a product with similar features and within a similar price range. The equivalent product is selected with the customer’s approval.
When should I send my old carpet?
Once your replacement request has been approved, the payment details will be sent to you. After you pay the 50% renewal fee, you will be contacted through your application. At this stage, you only need to send your old carpet to us using our company’s contracted shipping code. You will not be charged any shipping fees; the shipping cost will be covered by our company. Once your carpet reaches us, it will be inspected and approved, and your new carpet will be dispatched to your address shortly afterwards. This allows you to safely receive a brand-new carpet in place of your damaged one.
Can I request a replacement without activation?
No. Activation is mandatory in order to benefit from the HalınGüvende warranty.
What should I do if my carpet is damaged?
For your activated carpet, you can create an application by calling our customer service centre at 0850 259 70 70. A personalised link will be sent to you by SMS, and you must complete all required information through this link.
What happens if my documents are incomplete or incorrect?
If any documents are missing or incorrect, you will be informed by SMS. The replacement process will not continue until the required documents have been completed.
When will my new carpet arrive?
Once your damaged carpet reaches the factory and is registered, your new carpet will be sent to the contact address you provided during the application.