FAQ
At Oxa Technologies, transparent service and customer satisfaction always come first as we bring you our innovative engineering solutions. We have put together this comprehensive Frequently Asked Questions (FAQ) guide so that you can quickly find clear answers to any questions about our products, services and processes. Our aim is to guide you at every stage – from your first order to safe delivery, easy installation and many years of trouble-free use.
In this section you will find everything you may need, organised by category: order tracking and delivery, cancellations, returns and warranty, technical installation of our carbon heating systems and troubleshooting our smart thermostats. You will also find details on corporate projects, bulk purchases and becoming a dealer. If you cannot find the answer you are looking for, or need technical support, our expert team is always happy to help directly.
Orders & Delivery
When will my order arrive?
Delivery is made within the date range shown on the product page. Products with the “Ships in 24 Hours” badge are handed to the carrier on the same day. You will receive an SMS notification once your order has been dispatched.
How can I track my order?
You will receive an SMS when your order is out for delivery. You can also track your shipment in real time under “My Account > My Orders > Where Is My Parcel?” on our online store.
Which carriers do you use?
Within Türkiye, we ship with Sürat Kargo, Aras Kargo and Yurtiçi Kargo. For international orders, please contact us for shipping options.
Can I change my delivery address after ordering?
If your order is still being prepared, email [email protected] to change the address. If your order has already been dispatched, please contact the carrier directly.
How much does shipping cost?
Shipping costs depend on order quantity, package volume and delivery address. Shipping is free on all orders of 3,000 TRY or more within Türkiye. Your final shipping cost is confirmed at checkout or with the cash-on-delivery option.
Which payment methods are available?
You can pay securely by credit card (with instalment options) or by bank transfer / EFT. Our payment infrastructure is protected by PayTR secure payment systems.
Cancellations, Returns & Warranty
How can I cancel my order?
While your order status is “Order Received” or “Order Being Prepared”, you can cancel it under “My Account > My Orders > Cancel Order”. Orders that have already been invoiced or dispatched cannot be cancelled; in that case please start a return after delivery or contact us. Refunds for cancelled orders are completed within 2 working days and confirmed by email.
How do I start a return?
You have the right to return products within 14 days of delivery. Send the product back to us in the same package together with the invoice, or with a note stating your full name, order number and reason for return.
When will I receive my refund?
Your refund is processed within 2 to 10 working days after the returned product reaches our warehouse. For instalment purchases we refund the full amount in one go, but depending on your bank’s procedures it may appear on your statement in instalments.
What is the warranty period and lifespan of your products?
All our products are covered by the Oxa guarantee, with repair or like-for-like replacement. Unlike conventional heating systems, our carbon heating films have a long service life of more than 20 years.
Installation & Use
Do carbon heater sets come ready to use?
Yes. Our thermostat sets are supplied plug-and-play, with the thermostat already fitted and connected. Depending on the model, the package includes the heating film, a digital thermostat and an insulating felt underlay.
How do I install the carbon heating film?
Installation is very simple. First lay the protective insulating felt on the floor, then place the carbon heating film on top and finally lay your carpet over it. Plug it in and it is ready to use.
What size heating film should I choose for my carpet?
For under-carpet use, the heating film must be smaller than your carpet so that it does not extend beyond the edges. For trouble-free use, we recommend choosing a film at least 10 cm smaller than your carpet and always opting for our sets with felt underlay.
Can I cut or shorten the heating film?
The width of the film is fixed and cannot be cut down. However, you can shorten its length by cutting along the scissor marks every 25 cm. After cutting, carefully remove the insulation tape from the exposed end and re-apply it to the new end.
Can the device be used outdoors, in a tent or in a vehicle?
Our products are suitable for use in places such as tents, provided the floor is level. However, as they run on standard 220–240 V mains power, they are not suitable for use in vehicles.
Is it dangerous if water is spilled on the system?
Our heating films are waterproof and the electrical connection points are specially insulated. Brief contact with liquids is safe, but the system should not be exposed to water for long periods.
Technical Support & Troubleshooting
How does the thermostat work?
Our thermostats automatically maintain the temperature between the lower and upper limits you set. For example, if you set the system to 45 °C, it switches off automatically at that temperature and switches back on when the temperature drops to 40 °C.
My thermostat shows an "LLL" or "777" error. What should I do?
These error codes indicate a sensor problem. Disconnect the device from the power supply completely, open the rear cover and check whether the sensor connector has come loose. Reconnecting it will resolve the issue.
The device is plugged in but not heating. What could be wrong?
First, check whether the red “active” indicator on the thermostat is lit. If it is not, the temperature setting may be too low. Try raising the set temperature or resetting the device.
What happens if my device develops a fault?
If no user-caused damage is found, simply pack the heating unit (without the felt) in a small parcel and send it to us. Include your full name, phone number and address, and use the agreement code we provide to ship it to us free of charge.
Corporate Services, Dealership & Quality
How do Oxa carbon heating films differ from competitors?
OXA films are manufactured to international standards and hold CE, RoHS and ISO 9001 certification. Unlike many competitors, they convert energy directly into heat in a stable, optimised way, provide fully uniform heat distribution across the whole surface rather than in patches, and are protected by a registered trademark.
How are mosque heating systems designed?
For mosque projects we use 80 cm wide films rated at 240 W/m as standard, as they deliver the most efficient results. A custom calculation based on the mosque’s floor area, number of prayer rows and choice of felt is used to plan a system with fully automatic control panels tailored to your needs. Contact us for a detailed quotation.
I would like to place a bulk order. How do I proceed?
For bulk purchases, contact our customer representatives on WhatsApp at +90 545 687 17 43 for fast support.
What are the requirements to become a dealer?
To apply for a dealership, email your official tax certificate and documents to [email protected]. We will review your application and get back to you within 7 working days.
What are your opening hours?
Our customer support and operations team is available Monday to Friday, 08:00–18:00, and on Saturdays, 10:00–14:30 (Türkiye time, GMT+3). We are closed on Sundays.