Shipping & Delivery
We offer delivery service to all regions within the Gulf countries and the Middle East, with free delivery available for certain products.
Track Your Shipment
Once your order has been shipped, we will send you an email with a tracking number to follow your shipment online via the courier company. Alternatively, we can provide you with a contact number of one of our delivery representatives upon request.
In Case of Damage or Loss
Despite our utmost care in packaging, items may sometimes be damaged during transport. If this occurs, please assist us in filing a claim and compensating for any resulting damage by following these steps:
Sign the delivery receipt only after fully inspecting the product.
Check the item thoroughly in front of the courier representative.
If there is any damage to the item(s), write the details on the delivery receipt and request a return within 7 days of delivery. Tervinox will not be responsible for damaged products after this period.
Be sure to photograph the damage.
Do not dispose of the internal or external packaging.
Contact customer service immediately upon discovering the damage, and have your order number ready so we can assist you promptly.
Storage Extension
Items supplied by Tervinox can be held for up to two weeks before delivery. If you wish to extend the storage period, a weekly fee will apply until the shipment is delivered. Please contact customer service to arrange this.
Order Cancellation
If you wish to cancel your order before receiving it, please contact customer service. We will do our best to cancel it, provided it hasn’t already been shipped.
Order Holding
If your delivery site is not yet ready and you wish to reserve your items, we can store them for you in our warehouse (additional storage fees may apply depending on the nature of the products and duration).
If you have any questions or inquiries, feel free to contact customer service.
If you're not satisfied with the services provided, have suggestions, or would like to share your positive feedback, please reach out to us at info@tervinox.com
. All messages will be reviewed by the General Manager, and we’ll respond as soon as possible.
Please note that shipping dates are approximate and delays may occur due to force majeure or circumstances beyond our control.
If the shipment is refused by the customer, the customer will bear the shipping cost.
Warranty Policy
Thank you for your trust. We place great importance on providing satisfying services along with our competitive prices. That’s why we’ve dedicated a major part of our team to post-sale services, especially during the warranty period. We recognize that quality is just as important as price.
Warranty Period: All products are covered by a 2-year warranty from the date of receipt (excluding consumable parts).
Malfunctions: The warranty covers manufacturing defects that occur despite correct installation and use. Other malfunctions will be treated as misuse.
Contact: For any warranty-related maintenance, do not hesitate to contact us at operation@tervinox.com
Exclusion: The warranty becomes void if the equipment is serviced by the customer or by an unauthorized third party.
Maintenance: If a manufacturing defect appears during the warranty period, maintenance and spare part replacement will be done free of charge, including delivery back to your location. Shipping to the service center will be covered based on standard market rates.
Customer Responsibility: The serial number of the product must be kept intact. If it is lost, removed, or damaged, Tervinox reserves the right to decline warranty service.
Please note: the above-mentioned services do not include spare part services.
Return & Exchange Policy
The return and exchange policy applies to Tervinox products received by the customer and is subject to the following terms:
Customers must retain the signed delivery receipt after verifying the product is free from defects.
Customers may request a return or exchange within 7 days of receipt, provided the product packaging is intact and no accessories are missing.
1. Returns/Exchanges are accepted under the following conditions:
The product has not been used or benefited from.
The product is not damaged after delivery.
Packaging and accessories are intact.
The original invoice is retained and submitted with the return.
Products with unrepairable manufacturing defects can also be returned/exchanged.
Customized or modified products based on customer specifications can only be returned if they are defective or not as requested.
2. Returns/Exchanges are accepted for the following product-related reasons:
The product does not match the description provided on the store.
3. Returns/Exchanges will NOT be accepted under these conditions:
The request is made after 7 days from receipt.
The product has been used, installed, damaged, or altered from its original condition.
Packaging, labels, and accessories are missing or damaged.
The product has been installed and cannot be returned to its original pre-sale condition.
4. If the return/exchange is due to a product defect, the store will inspect the item. If the defect is confirmed, the store will cover the shipping and replacement costs.
5. If the return/exchange is for personal reasons (not a defect), the customer will bear all return, shipping, and replacement costs.
If no manufacturing defect is found, Tervinox reserves the right to reject the return request.
If a product exchange is approved, and the customer refuses to receive the replacement, ownership reverts to the store after 15 days.
6. If a return is accepted, the store will refund the product price within 7 business days.
7. For accepted exchanges, any price difference must be settled:
If the new product is cheaper, the difference will be refunded within 7 business days.
If it’s more expensive, the customer must pay the difference via approved payment methods.
For any questions or concerns, please don’t hesitate to contact us.
Email: info@tervinox.com
Custom/Made-to-order Items: Unfortunately, we do not accept returns on custom-made or specially requested items.
Right to Refuse: Tervinox reserves the right to reject any return request that does not comply with our policy.
Installation & Commissioning Policy
Our prices include installation and commissioning of our equipment, provided that the site is fully prepared by the client, including electrical connections, diesel/gas/air/water supply, etc. Any additional work may incur extra charges, which we will quote in advance.
If you would like to request a chef or trainer for trial and training, please note this is a paid service, and we will provide pricing according to your needs.
We ensure a smooth process by sending specialized technicians. We also welcome your assistance by providing helpers or workers to optimize efficiency and productivity.
For installations outside major cities, please note that the client will be responsible for providing transportation and accommodation for our team.
We are committed to delivering an exceptional installation and commissioning experience while maintaining the highest standards of quality and safety.
