1. Introduction

At Turner Equipment & Sales Limited, we are committed to providing reliable and efficient support to all our clients.
Our Support Policy outlines how we handle customer assistance, technical support, product inquiries, and after-sales service for all equipment and machinery purchased through our platform.

This policy is designed to ensure transparency, consistency, and customer satisfaction in every transaction and service interaction.

2. Scope of Support

This Support Policy covers assistance for:

• General inquiries regarding our products, services, and availability.

• Technical support for equipment purchased from our platform.

• Guidance on installation, maintenance, or operational use (where applicable).

• Assistance with order tracking, delivery status, and documentation.

• Resolution of issues related to product defects, warranty claims, or replacements.

Support is provided for products that are officially sold or distributed by Turner Equipment & Sales Limited.

3. Support Availability

Support services are available during our standard operating hours.
We aim to provide timely responses to all customer requests within a reasonable time frame, depending on the nature and complexity of the issue.

Inquiries received outside of operating hours or during non-working days will be addressed on the next business day.

4. Support Channels

Customers may request support through approved communication channels provided by Turner Equipment & Sales Limited, including:

• Website-based support forms or ticket systems

• Email-based inquiry systems or assigned support portals

• In-platform help sections or technical documentation

The Company reserves the right to modify, update, or change available support channels at any time to improve service delivery.

5. Response and Resolution Time

Response and resolution times depend on the type of issue reported:

Please note that complex technical issues, international logistics, or third-party manufacturer coordination may extend resolution times.

6. Customer Responsibilities

To help us serve you better, customers are expected to:

• Provide accurate and complete information when submitting a support request.

• Include relevant details such as product name, serial number, order reference, or issue description.

• Follow instructions provided by our support team for troubleshooting or return processes.

• Retain proof of purchase or invoice for warranty verification.

Failure to provide accurate details may delay the support process.

7. Warranty and After-Sales Support

Products supplied by Turner Equipment & Sales Limited may include manufacturer warranties or after-sales service coverage.
Warranty terms vary depending on the product category, manufacturer, and region.

The Company facilitates warranty claims by liaising with the manufacturer or authorized repair centers.
Warranty does not cover damages caused by misuse, unauthorized repairs, improper handling, or normal wear and tear.

8. Non-Covered Support

The following cases may not be covered under standard support services:

• Products not purchased from Turner Equipment & Sales Limited.

• Issues caused by third-party modifications, tampering, or improper installation.

• Problems resulting from physical damage, negligence, or environmental conditions.

• Requests for training or operational use beyond standard documentation.

• Any issue arising from unauthorized resellers or distributors.

Such cases may still receive advisory assistance where possible, but repair or replacement costs will be the responsibility of the customer.

9. Replacement and Repair Policy

When a product is deemed defective or faulty within its warranty period, Turner Equipment & Sales Limited will coordinate replacement or repair in accordance with the manufacturer’s terms.
The Company may require the return of the defective item for inspection prior to approval.

Replacement or repair timelines depend on product type, manufacturer policies, and logistical factors such as international shipping or customs clearance.

10. Escalation Process

If a customer is not satisfied with the initial resolution, they may request an escalation of the issue.
Each case will be reviewed by a senior support representative or management for further evaluation.
All escalations will be handled in accordance with company policy to ensure fairness and professionalism.

11. Data and Confidentiality

All support interactions are handled confidentially. Any information or documents shared by customers during the support process are used solely for resolving the reported issue.
We do not disclose customer information to third parties unless required for warranty verification or authorized service coordination.

12. Updates to Support Policy

Turner Equipment & Sales Limited reserves the right to modify or update this Support Policy at any time without prior notice.
Changes will take effect immediately upon being posted on the website.
Customers are encouraged to review this page periodically for the latest information on support procedures.

13. Limitation of Liability

While we make every effort to provide prompt and effective support, Turner Equipment & Sales Limited shall not be held liable for delays, losses, or damages resulting from support service limitations, technical errors, or third-party factors beyond our control.
Support services are provided in good faith and in accordance with this policy.

14. Acknowledgment

By using our website, purchasing products, or requesting support, you acknowledge that you have read, understood, and agreed to this Support Policy.
This policy operates alongside our Terms and Conditions and Privacy Policy as part of our overall service agreement.