Question 1

Who is Smartanix built for?

Accepted Answer

Smartanix is built for professional system integrators, installers, automation companies, and project teams working with KNX and building automation products. The platform combines genuine product sourcing, partner pricing, catalog search, BOM tools, and procurement support in one B2B workspace.

Question 2

Can individual customers buy from Smartanix?

Accepted Answer

Smartanix is primarily a B2B procurement platform. Partner pricing and project workflows are designed for professional buyers and companies that complete registration, email verification, and the business profile steps.

Question 3

How do I unlock partner pricing?

Accepted Answer

Create an account, verify your email, and complete your business profile to access partner pricing. If you sign up with Google, your email is already verified, so you can complete the profile step and continue to the B2B catalog. Use your company email where possible. Include your business name, country, project type, and typical brands or product categories. For urgent project pricing, send your BOM or SKU list through the contact form or WhatsApp.

Question 4

Are products on Smartanix genuine?

Accepted Answer

Yes. Smartanix focuses on genuine KNX and building automation products from international brands. Product availability, warranty terms, packaging, and documentation may vary by manufacturer and destination, so confirm critical requirements before ordering.

Question 5

Which brands and product categories are available?

Accepted Answer

The catalog includes KNX and building automation products across brands such as Schneider Electric, ABB, Interra, EAE, HDL, and other automation manufacturers. Typical categories include actuators, sensors, touch panels, switches, power supplies, gateways, interfaces, and control devices.

Question 6

Can Smartanix support mixed-brand KNX BOMs?

Accepted Answer

Yes. Smartanix is designed for integrators who work across brands. You can build a project bill of materials, request pricing, and ask the team for stock, substitution, or compatibility guidance when a mixed-brand project becomes complex.

Question 7

What should I include when sending a project BOM?

Accepted Answer

Send enough detail for the team to identify the exact products and project constraints. This helps avoid mismatched models, incomplete accessories, or delivery delays. Company name, country, and project type. Product names, SKUs, brands, quantities, and acceptable alternatives. Required delivery destination, expected timeline, and whether the project is residential, hotel, commercial, or retrofit. Any technical notes such as KNX line topology, panel requirements, preferred manufacturers, or client specifications.

Question 8

How long is a Smartanix quotation valid?

Accepted Answer

This quote is valid for 14 days from the date of issue. Prices and availability are subject to change thereafter. Availability, lead time, shipping cost, and currency changes can affect final order confirmation. For large projects, ask the commercial team to reconfirm pricing before payment.

Question 9

Can I prepare client-ready quotations through Smartanix?

Accepted Answer

Smartanix project tools are intended to help integrators build BOMs, track quantities, and prepare professional quotations. For special formatting, large-scale project pricing, or commercial tender support, contact the team with the project reference.

Question 10

Can Smartanix recommend product substitutions or technical alternatives?

Accepted Answer

The Smartanix team can suggest commercially and technically relevant alternatives when a product is unavailable or when a project needs optimization. Final product selection, engineering design, programming, and commissioning remain the responsibility of the integrator or project engineer.

Question 11

What do "In Stock" and "On Back Order" mean?

Accepted Answer

In Stock means products are available and ready for packaging, usually within 3 to 5 working days before handover to the shipper. On Back Order means products can be ordered, but preparation depends on factory or supplier delivery and may take approximately 7 to 60 working days. For project-critical items, ask the team to reconfirm stock and lead time before payment.

Question 12

Which payment methods are available?

Accepted Answer

Smartanix supports direct bank transfer, online card payment, and cash payment with local pickup in Istanbul when available. Direct bank transfer may include an additional 2% discount on the order amount. Card and bank transfer orders may include a customs clearance document fee where export documentation is required.

Question 13

What is the customs clearance documents fee?

Accepted Answer

For direct bank transfer and online card payment, Smartanix may add a EUR 200 fee for Turkey customs clearance documents. This fee is connected to export documentation and does not apply to cash payment with local pickup where official export documents are not provided.

Question 14

Can I change an order after payment?

Accepted Answer

Order changes are time-sensitive and should be requested immediately on the payment day. Late change requests during the early post-payment window may incur an additional 20% fee, and no changes can be made after the allowed change window closes. The Terms & Conditions page is the controlling policy for order modification windows and fees.

Question 15

Can I cancel an order after payment?

Accepted Answer

Cancellations may be available for 3 days after payment. A 15% cancellation fee is deducted from the order amount, and the remaining balance is refunded to the original bank account after the stated processing period. Send bank account details from your registered email if a refund is approved.

Question 16

Does Smartanix ship worldwide?

Accepted Answer

Yes. Smartanix serves international integrators and can coordinate shipping from Istanbul, Turkey. Available shipping options, cost, documents, customs requirements, and delivery timelines depend on destination, weight, volume, product type, and carrier availability.

Question 17

Which shipping methods are available?

Accepted Answer

The main options are DHL Express delivery to your address and local pickup under EXW Turkey. For local pickup, Smartanix notifies you when the order is ready and you arrange collection through your own transport company or agent.

Question 18

How long does delivery take?

Accepted Answer

Delivery timing has two parts: product preparation and carrier transit. In-stock items are normally packaged within 3 to 5 working days before shipment. Back-order items may require 7 to 60 working days before they are ready, depending on factory delivery. Carrier transit time depends on destination and service level.

Question 19

Who is responsible for import duties, taxes, and customs clearance in my country?

Accepted Answer

Unless Smartanix confirms otherwise in writing, the buyer is responsible for destination-country import duties, taxes, customs clearance, permits, and local compliance requirements. Ask your customs broker before ordering if your country has special rules for automation equipment.

Question 20

Can I add shipping insurance?

Accepted Answer

Yes, but you must request shipping insurance before completing the purchase. Transport damage is handled separately from manufacturer warranty, and carrier claims may depend on the insurance option, evidence, destination, and carrier terms.

Question 21

What should I do if a product is defective or dead on arrival?

Accepted Answer

Notify Smartanix within 3 days of receiving the product. Include the order number, product code, photos or videos, and a clear technical description. Do not ship any item back until Smartanix approves the return address and next steps.

Question 22

How does warranty support work?

Accepted Answer

Product guarantees are defined by each manufacturer. If an issue is confirmed under the applicable manufacturer guarantee, Smartanix coordinates the repair, replacement, or refund process according to manufacturer warranty rules and inspection results.

Question 23

Can I return a non-defective product?

Accepted Answer

Buyer-remorse returns may be accepted if the request is submitted within 7 days of receiving the product and the item is unused, complete, in original packaging, and resellable. Approved refunds normally deduct a 25% restocking and processing fee, meaning the refund is usually 75% of the product price after inspection.

Question 24

Which products cannot be returned?

Accepted Answer

Products cannot be returned if they were sent back without prior written approval, used, installed, programmed, altered, damaged, missing original packaging, custom-configured, special-order, project-specific, or reported after the applicable defect or return window.

Question 25

How quickly does Smartanix respond to support requests?

Accepted Answer

Most business inquiries sent through the contact form, email, or WhatsApp receive a reply within one business day. Urgent stock, quote, or technical questions are easier to prioritize when you include your company name, project reference, SKUs, quantities, and destination country.

Question 26

How does Smartanix handle personal and order data?

Accepted Answer

Smartanix uses customer and order information to operate the website, process payments, arrange shipping, provide invoices, respond to support requests, improve services, and comply with legal obligations. Full details are available in the Privacy Policy.

Question 27

Is this FAQ a replacement for the formal policies?

Accepted Answer

No. This FAQ is a practical guide for faster self-service and support. If there is any difference between this FAQ and a formal policy, written quotation, invoice, order confirmation, or the Terms & Conditions, the formal document controls.

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