Terms and Conditions
1.1 www.serglobex.com is owned and operated by SERGLOBEX ELEKT TIC VE LOJ HIZ Limited, a TURKIYE company registered in Turkiye and Istanbul under company number, hereafter referred to as ‘serglobex’, ‘We’, ‘Us’, or ‘Our’ set out the following terms and conditions upon which Serglobex offers registered Serglobex members (collectively referred to as ‘Customers’) and herein referred to as ‘User’, ‘Recipient’, ‘You’ and ‘Your’ permission to use our services.
1.2 ‘Site’ means the website and the contents accessible at the URL link www.serglobex.com. ‘Services’ means all the services offered by us on the Site. ‘Goods’ or ‘Shipment’ or ‘Package(s)’ or ‘Parcel(s)’ means the product, merchandise or grocery product purchased by User. ‘Supplier’ means the retailer, merchant or supermarket who sell Goods. ‘Turkey Delivery Address’ is Serglobex ’s warehouse, is also the address given to User during registration. ‘Shipment Address’ is the designated User address. ‘Carrier’ or ‘Courier’ is the third party company providing door-to-door package delivery service
1.4 You can access your order details and these Terms and Conditions at any time on-line from our website but we recommend that you store a copy of these terms on your computer or device for your reference offline.
1.5 We reserve the right to change these Terms and Conditions from time to time without prior notice to you. Any change will not affect the provision of Services in relation to any order that you place or Goods that we receive on your behalf from a Supplier before that change is implemented.
1.6 If you have any questions about these terms and conditions, please contact our customer support team by emailing us at firstname.lastname@example.org.
2.3 Services are available only to, and may only be used by individuals who can form legally binding contracts under applicable law. Without limiting the foregoing, our Services are not available to children (persons under the age of 18). You may not use the Site and/or the Services if you do not meet these eligibility criteria.
2.4 If you are registering as a business entity, you represent that you have the authority to bind the entity to this Agreement.
2.5 Upon successful registration, User shall be allocated a TURKEY address which the User may then provide to TURKEY on-line Suppliers as a delivery address (“Turkey Delivery Address”) when purchasing Goods.
2.6 The following is a non-exhaustive list of Services we offer: Takeforme, Shopping Assistance (described in condition 4 below), Takeforme (described in condition 5 below) and Supermarket Shopping (described in condition 6 below).
2.7 Due to the current situation, we unable to accept registration and ship to countries under sanction and in political unrest region. The following is a non-exhaustive list of Countries/Regions we do not ship to. In the event where we have your Goods, you have the options to return to sender at your own cost, ship to another TURKEY address at your own cost or request for us to dispose it. Please note our usual service fee is chargeable upon receiving your Goods.
2.8 Registering with serglobex is free.
2.9 Account Terms
The Website is provided by Serglobex and available only to entities and persons over the age of legal majority who can form legally binding agreement(s) under applicable law. If you do not qualify, you are not permitted to use the Website.
You must provide your full legal name (which will be used as the only recipient name for all your shipments), current address (where your packages will be forwarded to), a valid email address, and any other information needed in order to complete the signup process.
You are responsible for keeping your password secure. Serglobex cannot and will not be liable for any loss or damage from your failure to maintain the security of your account and password.
You may not use the Serglobex service for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction.
A breach or violation of any of the Account Terms as determined in the sole discretion of Serglobex will result in an immediate termination of your services.
2.9.1 General Conditions
You may not defame, abuse, harass, stalk, threaten or otherwise violate the legal rights (such as rights of privacy and publicity) of others.
You may not publish, post, advertise, distribute, disseminate, or upload any defamatory, infringing, obscene, indecent or unlawful material or information.
You may not upload files that contain software or other material protected by intellectual property laws (or by rights of privacy of publicity) unless you own or control all necessary rights to the files or have received all necessary consents.
You may not upload files that contain viruses, corrupted files, or any other similar software, code, or programs that may damage the operation of another’s computer.
You may not delete or modify any author attributions, legal notices or proprietary designations or labels in any information that is published, posted, advertised, distributed, disseminated, or uploaded.
You may not falsify the origin or source of information or material published, posted, advertised, distributed, disseminated, or uploaded.
You may not conduct or forward surveys, contests, chain letters, or commercial solicitations.
You may not download any material or information published, posted, distributed, disseminated, or uploaded by another user that you know, or reasonably should know, cannot be legally distributed in such manner.
You may not provide, distribute or upload personal information of others without their express permission.
You may not access or attempt to access the Website’s information technology systems, environments, networks, files, data or accounts to which express authorization has not been obtained, or log into a server that you are not authorized to access.
You may not attempt to circumvent or subvert system or network security mechanisms, or probe the security of any system, network, or account associated or used in conjunction with this Website.
You agree that Serglobex has the right to use, reproduce, copy, modify, publish, distribute, perform and display information (in whole or part) that you post to publicly accessible areas of the Website or other platforms on a public basis.
Any use in contravention of this provision or any provision of this Terms of Service is at your own risk and, if any part of this Terms of Service is invalid or unenforceable under applicable law, the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the agreement shall govern such use.
The failure of Serglobex to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision. The Terms of Service constitutes the entire agreement between you and Serglobex and govern your use of the Website, superseding any prior agreements between you and Serglobex (including, but not limited to, any prior versions of the Terms of Service).
3. Using the Services
3.1 User acknowledges and agrees that the services do not include customs or taxes (except where clearly stated) and that we are not a customs agent or broker. We are solely responsible for the export of its Goods. The user is solely responsible for the payment of any and all customs, duties, tariffs, taxes, or other charges or fees of any nature relating to the shipment.
3.2 serglobex operating hours between 0930 hours and 1730 hours (GMT) from Monday to Friday, and 0090 hours to 1230 hours (GMT) on Saturday hence we are only able to receive goods during those times. Serglobex do not operate during TURKEY public holidays. You agree to notify the Supplier when placing an order. We will not be liable to you for any Goods delivered outside those hours.
3.3 It is your responsibility to ensure that any manufacturer’s warranty is available and valid in the country that you are based.
3.4 By placing an order with us or using our service, you agree that the Goods have been purchased from a Supplier that is authorised to sell the Goods in the country that you are based.
3.5 It is a must for you to use the Turkey Delivery Address as the address when placing an order directly with the Supplier.
3.6 You authorise us to accept delivery of Goods at the Turkey Delivery Address on your behalf and appoint us as your freight agent to ship the Goods to the Shipment Address in accordance with these Terms and Conditions.
3.7 We will charge you fees for using our services unless stated otherwise. We will also charge you a fee for us to arrange shipment, which is included in the shipping cost. Fees are subject to change from time to time at our discretion.
3.8 We have the right to open and inspect the Goods we receive without prior notice to User. You also agree that if we decided to inspect the Goods, we may have to break the seals and open packages on some Goods. We do not accept any liability for any damage caused as a result unless it is directly due to our negligence.
3.9 Notwithstanding any provisions herein, we reserve the right at all times to decline or refuse to accept delivery of any Goods or return of any Goods as we deem appropriate in our absolute discretion and without attributing any reason thereto.
3.10 You will be responsible for all Goods sent to your Turkey Delivery Address, even if another person is using your Turkey Delivery Address. We will assume that any Goods we receive from a Supplier to your Turkey Delivery Address have been ordered by you for us to forward to your Shipment Address. It is important not to pass on details relating to your membership of the Site to anyone that is not authorised to arrange for Goods to be sent to your Turkey Delivery Address.
3.11 You must agree not to use your Turkey Delivery Address, including declaring it as your residential address, in the application for, renewal of or replacement of any official documents. This includes but is not limited to using your Turkey Delivery Address in setting up business or company, applying for driving licenses, credit cards, mortgages, loans or passports. We will not forward official documents to you and will dispose of them as we see fit. You must also not provide your Turkey Delivery Address as your address to any governmental, regulatory, legal or financial organisation.
3.12 All prices are quoted in USD Dollar.
3.13 We only accept orders for our Services placed on the Site or via e-mail to email@example.com, firstname.lastname@example.org or email@example.com
3.14 You must not place an order with us or arrange for a supplier to deliver Goods to Turkey Delivery Address at our warehouse, if the total value of the Goods in that order exceeds usd 1000 or if the weight of the Goods in that order exceeds 30kg without contacting us in advance for us to confirm that we are willing to accept those Goods. We may charge you additional fees for accepting it.
3.15 We can store Goods which we receive at your Turkey Delivery Address for up to 45 days without charge whilst we await your instructions to ship and your payment for shipping to your Shipment Address. After this time we will charge a daily storage fee for each package we have stored beyond 45 days. The fee for each package will accrue daily until the package is shipped or disposed of. The fee we charge for storage is set out on the Site or in an email we send you before the charge is incurred
3.16 You must not arrange for any Goods to be sent to us, or place an order for any Goods with us, where those Goods: may be hazardous or dangerous, are not permitted for carriage by air, cannot lawfully be delivered to the jurisdiction in which the Turkey Delivery Address is located, and Goods are listed in condition 10 of these Terms and Conditions
4.1 “serglobex” is a service provided by us for registered User. User arrange to deliver their Goods order from Suppliers to Turkey Delivery address and for us to forward it on to the Shipment Address designated by the User.
4.2 When we receive your Goods, we will measure and weigh the Goods and arrange the forwarding of your Goods to the your address by a Courier of your choice from the list we provide you. As soon as you decided on the Courier and we receive full payment from you, we will dispatch the Goods to your Shipment Address. Shipping insurance cover from the Turkey Delivery Address to your Shipment Address is available and it is optional. Please see Section 11 for full details about shipping insurance.
4.3 If you are ordering directly from the Supplier, the title of the Goods shall remain with the Supplier until you make full payment for those Goods to the Supplier, at which point title will pass on to you.
4.4 We may choose to perform any of the following activities on User’s behalf: Complete any documents, amend product or service codes, and pay any duties or taxes required under applicable laws and regulations (if applicable); and/or act as User’s freight agent for the performance of customs clearance and preparation of shipping documents. Item declaration amount will be based on the Supplier invoice of the package. The Supplier invoice will be used as supporting documentation.
4.5 All Shipment Addresses once confirmed are final and may not be varied. For payment made via third party payment processor, serglobex can only ship to the address as provided by you via …
4.6 User agrees to routing and diversion of the Shipment, including the possibility that the Shipment may be carried via intermediate stopping places.
4.7 For Carrier that only accept parcel in their designated warehouse, which is known as 2-legged shipping service, you agree a to allow Serglobex to arrange the delivery of your Goods to the Carrier’s warehouse using Courier of our choice either directly via the Courier or via Parcel Broker.
4.8 We unable to provide services and ship to the countries and region as stated in 2.7.
5. Take for me Service ( Shopping Assistance )
5.1 We provide product ordering Take for me service to Users to assist them to purchase Goods from on-line Suppliers who may or may not otherwise accept their payments. We also offer assistance to purchase Goods from off-line Suppliers located within 15 km radius from our location. We are not a retailer or reseller of the Goods ordered, we are acting as your agent ordering on your behalf. All Take for me orders once placed are considered final, hence strictly nonrefundable.
5.2 We will charge you a fee for using the Take for me Service (the Take for me Service Fee). You must pay the full price of the Goods plus any cost for delivering the Goods to Turkey Delivery Address and the Take for me Service Fee before we can place any order with the Supplier. After we have received the Goods at your Turkey Delivery Address, we will contact you to arrange the forwarding of those Goods to your Shipment Address using Take for me Service.
5.3 You authorize us to place an order for Goods on your behalf and appoint us as your agent to ship the Goods to the Shipment Address in accordance with these Terms and Conditions. We do not accept any liability in relation to any Goods we order, except to the extent expressly set out in these Terms and Conditions, if the Goods are faulty or loss during transit from the Supplier to Turkey Delivery Address, you will contact the Supplier of the Goods directly and not us.
5.4 The fee for off-line assisted purchase of Goods from Suppliers within 15 km radius from our warehouse is USD 25,00 for a maximum of 10 item from a single Supplier. You must pay the full price of the Goods and the fee for using the off-line assisted purchase of Goods before we can make the purchase,
in case you need a pick-up service we charge a USD 20,00 standard fee for the Pick up Service (if higher pick-up costs occur, we will discuss with you before executing the pick up).
5.5 We do not warrant that the items Users have ordered will be available for purchase and delivery. We will automatically cancel any item ordered if it is:-
- Out of stock;
- Available only at a higher price of more than 10% the price charged by your nominated Supplier;
- Ordered with ambiguous or insufficient information that is, in our sole opinion necessary to place the order; or
- Items unsuitable to be transported by our freight agents.
5.6 If User has selected the option to process incomplete orders, we will without notification, process the rest of the order. Otherwise, the entire order will be cancelled.
5.7 While we will endeavor to make prompt execution of orders, User agrees that we will not be responsible for any delays. We reserve the right to reject any orders, at our discretion, at any time. We do not accept any requests to amend or cancel orders placed using the Take4me Service. All orders once placed are considered final, hence strictly nonrefundable.
5.8 You agree that we may, should we choose to, obtain identical Goods from an alternative Supplier to your nominated Supplier. This is subject to the price charged by that alternative Supplier is the same or less than or no more than 10% the price charged by your nominated Supplier. We are not required to pass on to you any cost savings or commission we gain as a result of obtaining the Goods from an alternative Supplier in this way.
5.9 We will take all reasonable care to place User’s orders correctly. Should there be any discrepancies User must bring them to our attention within three working days of us sending User the Supplier confirmation. After that, all errors are deemed to be accepted by User.
5.10 Some Suppliers may insist that we do not forward their merchandise outside of the TURKEY. We are not responsible for any change in any merchant’s selling restrictions.
5.11 Orders that are deemed to be unacceptable Shipments will be dealt in accordance with Section 10.
6. Supermarket Shopping Service
6.1 Supermarket Shopping is a service provided by us for registered User. User arrange to deliver their Goods order from Suppliers, mainly Supermarkets, to your Turkey Delivery address. The Goods, if more than one item require us to repackage before forwarding it on to you using TakeformeService. The TakeformeService fee is included in Supermarket Shopping Service Fee.
6.2 When placing an order for Supermarket Shopping Service you must book a time slot on weekdays during our office opening hour and inform us prior to the delivery of the Goods by email at firstname.lastname@example.org the number of deliveries, expected time and date of delivery.
6.3 We do not accept perishable and frozen Goods for obvious reason
6.4 You also agree that we are not responsible for the state and condition of the Goods we receive from the Supplier. When we received the Goods at our warehouse, we pack the Goods before forwarding it on to the Shipment Address designated by the User. We do not accept any liability for any inaccurate Goods, Goods that are unacceptable in condition or damage.
6.5 Packing is included for Supermarket Shopping Service, but we may choose to charge User additional fee, if we find the Goods are substantially heavier and larger than what we can accommodate making it difficult in repackaging. There is a fee for packing fragile Goods
6.6 Sometimes the Supplier delivers substitute Goods replacing those not in stock, which we normally reject. If you would like us to accept substitute, then let us know by email at email@example.com. Unfortunately, we can only either accept or reject all substitutes not choose and pick.
7.1 Before you use our service, we may need to verify your address and identity by requesting for you to email us original copy of the following documents:
- One document showing your name and residential address e.g. utility bills, credit card or bank statements
- Scan copy of your Passport or any government issued document showing your name
7.2 Please note the above document must be original and showing four corners of the document. If your account is approved, after receiving your Goods, we may also choose to request for more information to verify that your purchase(s) are not fraudulent. This may include requesting you to supply us your government issued document, credit card information, bank statement and we may also contact the Supplier to verify your purchase. Failing to provide the verification document can lead to your goods being treated as Abandoned Goods. See section 8.5 about Abandoned Goods.
7.3 We reserve the right to refuse placing orders or withholding or dispose goods or shipments of any transactions involving payments made with unverified or suspicious credit cards. See Section 8.5 regarding Abandoned Goods.
8. Deliveries, Undeliverable and Storage
8.1 Serglobex does not guarantee delivery of packages which do not comply with the import or export regulations of the country to which they are delivered to. It is the responsibility of the User to ensure that the Goods are not restricted or prohibited by the country to which they are delivered to.
8.2 If the recipient refuses delivery or the Goods is deemed to be unacceptable, or it has been undervalued, or the Recipient cannot be reasonably identified or located, or the Recipient does not provide paperwork as requested by custom or Courier, or the Recipient does not respond or reply to emails requesting for payment of custom duties, freight charges or handlings prior to the uplift or delivery of the Goods, we shall use reasonable efforts to return the Goods to the Supplier at User’s cost, failing which the Goods may be released, disposed of or sold by us without incurring any liability, with the proceeds applied against service charges and related administrative costs.
8.3 We will store Goods which we receive at your Turkey Delivery Address for up to 45 days without charge whilst we await your instructions to ship and your payment. After this time we will charge a daily storage fee for each package we have stored beyond 30 days. The fee for each package will accrue daily until the package is shipped or disposed of. The fee we charge for storage is set out on the Site or in an email we send you before the charge is incurred.
If you decide to route your package a domestic address you can contact us and we will send your package to your location in Turkey after receiving the local delivery payment fees from you. Note: you will also be charged a 2 USD per package per day storage fee for your items since free storage policy only covers package that are shipped.
8.4 Notwithstanding anything contained herein, we reserve the right to discard and/ or dispose of the Goods delivered to the Turkey Delivery Address in any manner we deem fit without being liable to the User, if your Goods are deemed as Abandoned Goods.
8.5 You agree that the following can be treated by us as Abandoned Goods:
- Goods that have been stored for more than 75 days;
- Goods that have been stored for more than 75 days since the last full settlement of storage fees by you;
- Goods that have been stored for more than 75 days after which we have contacted you by email regarding those Goods but had no reply from you or no payment made;
- Goods who’s owner cannot be identified within 30 days of receipt despite commercially reasonable efforts by us to identify the owner; and
- Any and all Goods we hold for you if you fail to settle undisputed invoices within 60 days for any services we have provided or if you have committed or attempted to commit fraud in connection with the Goods or our services.
- Any and all Goods we hold for you if you fail to provide verification document within 30 days we requested for proof of your billing address and proof of your identity or for proof that no fraud has been committed in connection with the Goods
8.6 You will be regarded as the importer of any Goods that we send to you through the Services and it is your responsibility to comply with all laws and regulations of the country in which the Goods are to be delivered. Such Goods may be subject to opening and inspection by customs authorities.
9. Loss, Damage and Delay to Shipment
9.1 We will make every reasonable effort to deliver the Goods according to our regular delivery schedules, which is calculated to be within 3 working days immediately after full payment of the shipping charges, but these are not guaranteed and are not binding. We are not liable for any damages or loss caused by delays.
9.2 For users who purchased directly from the Supplier, you must arrange the delivery to your Turkey Delivery Address. We are not responsible for any Goods in transit from the Supplier to the Turkey Delivery Address. Where you place an order with a Supplier for delivery to the Turkey Delivery Address, it is your responsibility to ensure that the Supplier is given the correct Turkey Delivery Address. We shall not be responsible for any incorrectly labelled deliveries of Goods. We cannot be held liable for any mistakes in labelling made by the Supplier.
9.3 See 11 for Standard and Extended Shipping insurances covers from the Turkey Delivery Address to your Shipment Address is available. It is your responsibility to take up optional Extended Shipping insurance to cover your Goods to its full value against loss and damage during transit. Shipping insurance does not cover Goods that are prohibited and restricted as listed in Section 10
9.4 In the event of claim for loss or damage, only one claim can be submitted for one shipment. Claim is up to the maximum value of the Standard insurance, or if Extended shipping insurance is taken, it will be up to the maximum cover you have paid for. The shipping insurance cover include the cost of the goods and shipping cost.
9.5 It is your responsibility to ensure that the items can be shipped to your country. Shipping any items prohibited or restricted by your country import law is at your own risk and we take no responsibility for lost, damage, non-delivery or if the items are confiscated by Carrier or authority.
9.6 Serglobex is not responsible for the customs delay. If you and/or receiver does not cooperate with the local customs department and provide necessary customs document or payment for the tax and duty, local customs have the right to hold, destroy packages according to the destination country’s law and regulation. You agree to take the full responsibility for the loss and will not dispute the shipping services and shipping fee with Serglobex.
10. Unacceptable and Prohibited Goods
10.1 It is your responsibility to ensure the Goods are acceptable and not prohibited for us to deliver.
10.2 User agrees that Goods will be deemed unacceptable for shipment if:
- It is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organisation), any applicable government department or other relevant organisation
- No customs declaration is made when required by applicable customs regulations; or
- We decide that we cannot transport the Goods safely or legally
10.2 Goods deemed unacceptable or prohibited for shipment will be returned to the Supplier at User’s cost or disposed of. Our decision is final. You will indemnify us and keep us and our employees, sub-contractors and agents indemnified against any and all resulting losses, damage and/or injuries.
10.3 There are country specific legislations, which prohibits to send certain Goods. Please refer to this link for the complete list https://www.upu.int/en/Universal-Postal-Union/Outreach-Campaigns/Dangerous-Goods
10.4 The following cannot be sent to any countries
- Animals, Animal Products, Animal Skins, Animal Fur, Animal Parts, Live Animals
- Alcoholic beverages and related products
- Batteries – loose batteries i.e. laptop batteries, power bank
- Body Parts
- Cash & Travellers Cheques
- Clinical and medical waste
- Biological samples (including but not limited to bodily fluids and tissue samples)
- Complete original and imitation firearms and firearm parts, (includes rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives
- Counterfeit currency, bank notes and postage stamps
- Counterfeit goods
- Credit, Debit, Bank Cards
- Drugs – including all over-the-counter, prescription or non-prescription and legal drugs as well as illegal drugs / narcotics
- Environmental Waste
- Explosives and ammunition
- Flammable liquids or spray – lighters / Perfume / Aftershave / Nail Varnish / Nail Varnish Remover / Adhesives / Paint
- Goods, the carriage of which is prohibited by law in the country of origin, transit or destination
- Human Remain & Ashes
- Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods and narcotics)
- Indecent, obscene or offensive material
- Infectious Substances
- Legal or illegal highs
- Living creatures
- Living plants or organisms
- Lottery tickets
- Medicines not approved for sale in the origin or destination countries
- Mobile phone SIM card
- Official documents (e.g. Passport, Driving license, Certificate of Incorporation, etc.) including both genuine and fake documents
- Oxidising substances and organic peroxide
- Perishable food including frozen food
- Poisonous (toxic) and infectious substances
- Foods that are restricted for import into the destination country
- Precious metals and stones
- Radioactive materials
- Real or imitation firearms, parts thereof
- Sharp Instruments
- Tobacco and nicotine related products including e-cigarettes
- Unidentified substances or items that in our opinion could be any of the other items on this list
10.5 If Prohibited Goods are sent to us, we will deal with them as we see fit which may include disposal (and will charge you for any costs and expenses we incur); and you will indemnify us and keep us and our employees, sub-contractors and agents indemnified against any and all resulting losses, damage and/or injuries.
10.6 Restricted Goods may be shipped in certain circumstances with limited liability. The following items are restricted goods and have limited Standard and Extended Shipping Insurance liability cover. If it is not covered, you are shipping entirely at your own risk, understanding that there is no compensation for loss, damage or non-delivery.
11. Claims and Insurance
11.1 Extended Shipping insurance is optional and it is your responsibility to insure the Goods for shipping from the Turkey Delivery Address to your Shipment Address. It is always recommended to insure your Goods to its full value. Shipping insurance does not cover Goods that are prohibited and restricted to be imported into your country and as listed in Section 10
11.2 Serglobex Shipping Insurance is oﬀered by us to cover both the cost of shipment and damages to outgoing shipments due to loss or damage from external causes during shipment. The fee for the service we provided is strictly non-refundable
11.3 Shipping insurance cover is not available for shipping services without tracking
11.4 Depending on the Carrier or shipping services, for tracked shipping we include between usd25 – usd50 of Standard insurance cover on the shipping cost you paid us and eligible items at no charge
11.5 Extended insurance coverage is available for shipping using Courier at a cost of usd5 per usd100 unit of insured value. This rate is not prorated for partial units of usd100
11.6 Shipping insurance coverage using Courier including DHL, DPD, UPS is limited to a total value of usd 2,500.00 per parcel or per multi-parcel shipment.
11.7 If you elect to purchase Extended Serglobex Shipping Insurance, you must insure the entire declared value of your parcel and shipping cost or up to the maximum shipping insurance available for the selected Carrier.
11.8 Serglobex insured values cannot exceed the actual value of the items. Values on your customs declaration are used to determine the Serglobex insured value.
11.9 Prohibited items are excluded from the shipping insurance cover. Items that are prohibited for import into your countries are excluded from the shipping insurance cover. It is your responsibility to ensure that the items can be shipped to your country. List of prohibited items are listed in 10.4
11.10Restricted Goods may be shipped in certain circumstances with limited liability. The items listed in 10.6 are restricted goods and have limited Standard and Extended Shipping Insurance liability cover
11.1 In cases of lost or missing parcels, claims must be submitted to our Serglobex Support or by email support@serglobex .comno later than 30 days from the date of shipment.
- You will be responsible for submitting any documents requested by our Serglobex Support, including but not limited to evidence of value for the aﬀected items.
- Once we receive your claim, we will ﬁle an oﬃcial inquiry with the carrier to conﬁrm the loss of the parcel. When we receive such oﬃcial conﬁrmation of loss, we will issue payment on your claim.
- If we cannot conﬁrm the loss with the carrier, we will require additional documentation to complete your claim.
- If your parcel is delivered subsequent to our payment of your claim, you will be responsible for repayment to us of the full amount of the claim
11.12 In case of damage to items in a delivered parcel, or loss of individual items within a delivered parcel, claims must be submitted to our Serglobex Support within three calendar days of delivery.
- You will be responsible for providing photographic evidence of damaged items, and any other documentation we may request to substantiate the claim.
- In case of loss of an individual item within a package, parcels must be opened in the presence of the delivery agent and an oﬃcial complaint must be ﬁled with the delivery carrier. Evidence of this ﬁling must be provided to us to substantiate your claim.
11.13 Serglobex Shipping Insurance covers only damage or loss occurring in transit, after a parcel leaves our warehouse. Damage occurring prior to shipment or prior to receipt in our warehouse is not covered.
11.14 Serglobex Shipping Insurance does NOT cover ﬁnancial damages arising from any of the following circumstances:
- Delay, loss or non-delivery due to the actions of any government authority, including customs and border protection authorities.
- Damages arising from a loss of market value, decay, or defects in the product itself.
- Incidental or cosmetic damage to product packaging, when the item itself is undamaged.
- Claims for reimbursement of postage fees for delivery delays, whatever the cause.
- Leakage or damages caused to the package or items by leakage of another product
11.15 The following conditions, if applicable, render Serglobex Shipping Insurance void:
- Any items in the parcel were shipped in violation of our shipping terms, including prohibited items or items inaccurately declared on customs documents.
- Loss, damage, shortage or non-arrival of parcel is due to the parcel being insuﬃciently addressed for delivery.
- Loss, damage, shortage or non-arrival of parcel is due to the parcel containing items which were not properly disclosed, including but not limited to: lithium-ion batteries, perfume, or any prohibited items.
- Delivery is attempted by the carrier for any reason
- Loss, damage, shortage or non-arrival due to an act of war or war-like actions.
- You initiate a payment dispute or chargeback action against prior payments made to us.
You understand the insurance DOES NOT COVER:
- Any damage of the luggage/bag/box, consider luggage/bag/box as packaging materials. It is your responsibility to select proper and strong luggage/bag/box for the transportation. You acknowledge that Serglobex is not able to file a damage claim only for damaged packaging materials.
- Fragile items including any breakable or temperature sensitive items
- Glassware including, but not limited to, signs, mirrors, ceramics, porcelains, china, crystal, glass, framed glass, and any other commodity with similarly fragile qualities
- Electronics including, but not limited to, laptops, cameras, personal computers, stereo equipment, personal audio devices, cell phones, TV.
- Antiques, collector’s items, precious metals and gems, works of art, precious jewelry
- Any prohibited items listed in our terms and conditions, or any prohibited items prohibited or restricted by local, country, international law or regulation,
- Shipment delay including but not limited to custom delay
You also understand the shipping insurance does not cover the loss or damage arising from following circumstances:
- Strike, lock-out, stoppage or restraint of labor, Customs delay, the consequences of which we are unable to avoid by the exercise of reasonable diligence
- Acts of God
- Consequence of War or Terrorism
- Any item damaged or lost because of your / merchandiser improper packing, not requested extra packing materials or/and labeling. You understand that your items must be thoroughly packaged and must be able to fall approximately 96 cm without breaking.
- Any item damaged or lost because of improper outer container (box, luggage or bag) you used for the shipment. You understand that the outer container you select should be sturdy enough to hold and protect all items inside it. It should also be strong enough for other packages to be stacked on it in transit.
- Any lost or damage after package has been signed for and accepted at the wrong or incomplete delivery address provided by you
- Any lost or damage after package has been delivered without signature request
- Any lost or damage before the carrier pick up the shipment, or before the carrier accepted the drop off package.
- You failed to adhere to the terms and conditions set out in these conditions
11.16 Claims are paid out into your balance account. Once you accepted the claims and payment has been made, the case is considered close.
12. Refund, Return and Exchange
12.1 We are not responsible for any errors by the Supplier in fulfilment of orders or otherwise. User will have to make arrangements with the Supplier for any returns, refunds or exchanges of Goods directly in accordance with the Supplier’s terms and policies. Serglobex will provide assistance to make the returns, refunds and exchange possible.
12.2 We will facilitate the return delivery of Goods ordered from the Supplier while the goods are at the User’s Turkiye Delivery Address or at User’s Shipment Address. Applicable return and exchange fees apply.
12.3 All Shipping and any duties or taxes associated with the return or exchange will be the sole responsibility of the User.
12.4 We will return and exchange the Goods according to User instructions as to where to deliver the Goods.
12.5 Serglobex accepts no responsibility for loss and damage to the return or exchange Goods.
12.6 Where applicable, we will credit User with the refunds only after we have received the refund from the Supplier. We do not refund any Service fee for Take4me Service paid or payable by the User in the event User elects to return the goods.
12.7 Return fee will be deducted from the proceeds of any order cancellations for orders placed with the Take4me service.
12.8 You must pay for the exchange fee and all shipping charges before we can return the Goods to the Supplier for exchange.
12.9 For orders you made directly with the Supplier using Takeforme and Supermarket Shopping Services, you must first pay for the return or exchange fee and any return delivery charges before we can return the goods to the Supplier. We do not refund any Service fees paid to us for Takeforme and Supermarket Shopping Services.
12.10 An eligible return or exchange will be based upon the individual return/exchange policy of the Suppliers.
12.11 Should you need to return Goods over 10 kg and up to 25 kg weight or volumetric weight, there will be additional usd15/week storage and processing fees. For over 25 kg, there will be usd25/week storage and processing fees. It may take up to 3 working days for us to get your package ready for return and we are not responsible for any delay.
13. Indemnity and Limitation of Liability
13.1 The Customer agrees that they will remain liable for and indemnify, defend and hold harmless Serglobex and its shareholders, officers, directors, agents, partners, employees and independent contractors, at all times from the date hereof forward, from and against any and all claims, actions, damages, awards, liabilities, losses (including consequential losses), judgements, penalties, interest, fines, expenses, and/or other costs (including attorneys’ fees and court costs) arising by reason of the execution hereof or the consummation of the transactions contemplated hereby.
13.2 Any negligent action or omission of the Customer or any of the Customer’s employees, contractors, agents or any other person acting under Customer’s supervision or control prior to, as of, or following the date hereof.
13.3 The Customer’s failure to comply with the terms hereof or any TURKEY or other jurisdiction’s law applicable to the exportation or importation (into the destination country) of such shipments.
14.1 We may engage agents and/or sub-contractors to perform all or any part of the Services and such agents and/or sub-contractors (including Couriers) will be entitled to the protection of all the terms in these Terms and Conditions which exclude or limit our liability.
14.2 Any formal legal notices should be sent to us at the address at the beginning of these Terms and Conditions by post.
14.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms and Conditions.
14.4 If any part of these Terms and Conditions is found to be unenforceable as a matter of law, all other parts of these Terms and Conditions shall be unaffected and shall remain in force.
14.5 You and we agree that Turkish law applies to these Terms and Conditions and that any dispute between us arising out of or in connection with these Terms and Conditions will only be dealt with by the Turkish courts.
15. How to contact us
15.1 Feel free to contact us about this terms and conditions, complaints and disputes by writing to Serglobex , or by email at support@serglobex .com or by telephone +90 850 532 49 04