Effective Date: [16-07-2025]
As the Creaqua family, we are committed to producing high-quality, user-friendly, and long-lasting products. Our goal is to meet customer demands by prioritizing customer satisfaction. We offer long-term warranties for our products, ensuring our customers have peace of mind when purchasing. Please read the warranty policy below carefully to understand the scope, exclusions, warranty claims, and how it works.
1. Warranty Coverage
1.1. The warranty period for Creaqua products begins on the date of delivery and is covered for 2 years unless otherwise specified on the product.
1.2. Disposable consumables (fertilizer, filter fiber, activated carbon, resin, etc.) and some accessories may have a shorter warranty period or be excluded from the warranty.
The warranty period or its existence for each product will be specified in the product descriptions.
1.3. Separately purchased spare parts for Creaqua products are not covered by the warranty.
1.4. The warranty covers defects in material and workmanship under normal use, as described in the user manual provided with the product.
1.5. The warranty applies only to the original purchaser and is not transferable.
2. Exclusions from the Warranty
2.1. Damage resulting from misuse, abuse, negligence, accident, or unauthorized modifications, including alterations or repairs made by anyone other than Creaqua authorized personnel.
2.2. Water damage resulting from improper installation, immersion in water, or exposure to excessive moisture beyond the product's intended operating conditions.
2.3. Dust damage or malfunctions resulting from improper or untimely cleaning and maintenance.
2.4. Damage resulting from exposure to extreme conditions, such as excessive heat or substandard electrical conditions.
2.5. Any attempt by anyone other than authorized personnel to disassemble, repair, or modify the product.
2.6. Damage resulting from acts of God, force majeure, or any external cause beyond Creaqua's control, such as power surges, floods, or fires.
3. Warranty Claim
3.1. To file a warranty claim, contact our Customer Service team via email, phone, or WhatsApp within the warranty period.
3.2. Provide proof of purchase, a detailed description of the problem, and photographs of the product, including any defects, damage, or other relevant conditions.
3.3. Ensure the product is returned in its original packaging or similar protective packaging to prevent further damage during return shipping.
4. Warranty Process
4.1. Creaqua will, at its discretion, repair or replace the defective product. If repair is not possible, a replacement product will be provided.
4.2. Replacement parts or products may be new or refurbished, subject to availability and at Creaqua's discretion.
4.3. In some cases, we may require the return of the defective product for inspection before replacement or repair is made.
5. Return Authorization
5.1. Before returning any product, obtain a Return Merchandise Authorization (RMA) number from Customer Service. This number must be clearly marked on the outside of the return package.
5.2. The RMA number is valid for 30 days from the date of issue. Products returned after this period may not be accepted for repair or replacement.
5.3. All returned products must be securely packaged to prevent damage during shipping.
5.4. Product returns can be made to authorized Creaqua dealers or Creaqua headquarters.
5.5. Upon receipt by the authorized Creaqua dealer or Creaqua, the returned product will be inspected. Returns that do not meet the inspection requirements may not be accepted for repair or replacement.
6. Shipping Costs
6.1. Customers are responsible for the shipping costs associated with returning the product for warranty service or replacement.
6.2. Creqaua will cover the shipping costs of the replaced or repaired product.
6.3. If the product is returned outside the country of purchase, customers may be responsible for return shipping and any applicable customs fees or import taxes.
7. Limitation of Liability
7.1. Creaqua's liability under this warranty is limited to repairing or replacing the defective product and does not cover any additional costs or damages.
7.2. Creaqua is not liable for any consequential, incidental, or indirect damages, including, but not limited to, lost profits, business interruption, or property damage, even if advised of the possibility of such damages.
7.3. This warranty gives you specific legal rights, and you may also have other rights that vary by jurisdiction.
8. Change of Policy
8.1. Creaqua reserves the right to change this warranty policy at any time. Any changes will be posted on our website and will apply to all products purchased after the policy change date.
8.2. Customers are advised to regularly review the warranty policy to stay informed of any updates or changes.
If you have any questions or concerns regarding the warranty, please contact our Customer Support team at info@creaqua.com.tr, the phone numbers on our website, or the WhatsApp number on our website. Our customer service team is ready to assist you.
9. Summary of Turkish Consumer Law
For products purchased in Türkiye, your consumer rights apply in addition to and in addition to your rights under Creaqua's Two-Year Limited Warranty.
9.1. The warranty period begins on the date the product is delivered to you and is two years unless otherwise stated on the product.
9.2. The entire product, including all its components, is covered by Creaqua's warranty.
9.3. If the product malfunctions during the warranty period, the repair period will be added to the warranty period. The repair period for a product cannot exceed 20 days. This period begins on the date the product malfunction is reported to the service station, or if a service station is not available, to the seller, dealer, representative, representative office, importer, or importer-manufacturer of the product. If the product malfunction cannot be repaired within 10 days, the manufacturer or importer must provide the consumer with a similar product for use until the repair is completed.
9.4. If the product malfunctions due to a defect in material, workmanship, or assembly during the warranty period, it will be repaired without any charge, including labor costs, spare parts, or any other fee.
9.5. After the consumer exercises their right to have the product repaired:
9.5.1. If the product malfunctions at least four times within one year after delivery of the repaired product, or at least six times within the warranty period specified by the manufacturer/importer and/or importer, and the product becomes permanently unusable due to these malfunctions;
9.5.2. If the maximum repair period is exceeded;
9.5.3. If the company's service station, or if a service station is not available, the product's seller, dealer, representative, representative, importer, or importer/manufacturer report indicates that the malfunction is irreparable, the consumer may request a free replacement of the product, a full refund of the purchase price, or a discount covering the amount of the malfunction.
9.5.3.1. Malfunctions resulting from use inconsistent with the instructions in the product's user manual are not covered by this warranty.
9.5.3.2. For any issues regarding this warranty, you may contact the Ministry of Customs and Trade, General Directorate of Consumer Protection and Market Surveillance.
For Creaqua brand products, in addition to the above, we also undertake to provide Creaqua's Two-Year Limited Warranty.
Creaqua Aquarium Products SAN. Ve TİC. A.Ş.
İnönü mh. 1742. Sk. No: 4
Yenimahalle/Ankara/Türkiye
Email: info@creaqua.com.tr
Customer Service: +90850 309 21 34
Phone/Whatsapp: +90533 022 11 82