Customer Service
How to reach us about orders, payment, shipping, returns, invoices and product advice.
Contact us
| Phone | +90 216 642 42 66 |
|---|---|
| +90 555 005 99 84 | |
| bilgi@novus.tr | |
| Working hours | Monday–Friday 09:00–17:30 · Saturday 09:00–13:30 (Istanbul time) |
| Address | Mimar Sinan Mah. Ceren Sk. Türkoğlu Plaza No:25/4 Floor 2, 34782 Çekmeköy, Istanbul, Türkiye |
We reply to e-mails and WhatsApp messages received outside working hours on the next business day.
Orders and payment
You can place orders on novus.tr with or without a customer account. For large quantities and project orders, we send a written quote. Payment is made by international bank transfer (SWIFT) or by card where card payment is offered at checkout; our bank details are on the Bank Details page. Export prices exclude Turkish VAT. Import duties and taxes in your country are paid by the buyer.
Shipping and delivery
We ship worldwide from Istanbul; dispatch times and how shipping costs are calculated are explained on the Shipping & Delivery page. You can follow the status of your order on the Order Tracking page.
Returns, cancellations and exchanges
Returns, cancellations and exchanges are handled according to our Returns & Refunds policy, which also explains the conditions and exceptions. To request a return or report a defect, please use the return / defect request form on our Contact page.
Invoices
Every order comes with a commercial invoice issued with the details you provide when ordering. For a company invoice, simply enter your company name and tax or VAT number when you place the order.
Product advice and warranty
We offer product advice before and after the sale on product selection, size and model compatibility, installation and commissioning. Products are covered by the manufacturer’s or importer’s warranty; the warranty period is stated in the product documentation.