Return and Refund Conditions
DISTANCE SALES WITHDRAWAL – RETURN AND DELIVERY INFORMATION TEXT
What is the right of withdrawal and how to use it?
Pursuant to Article 48 of the Consumer Protection Law No. 6502:
The seller or provider fulfills its obligation within the committed period from the moment the consumer’s order reaches them. In sales of goods, this period cannot exceed thirty days under any circumstances. If the seller or provider fails to fulfill its obligation within this period, the consumer may terminate the contract.
The consumer has the right to withdraw from the contract within fourteen days without providing any justification and without incurring any penalty. It is sufficient for the consumer to notify the seller or provider within this period. The seller or provider is responsible for proving that the consumer has been informed about the right of withdrawal. If the consumer is not properly informed about the right of withdrawal, the fourteen-day period does not apply. In any case, this right expires one year after the end of the withdrawal period. The consumer is not responsible for any changes or deterioration caused by normal use of the goods within the withdrawal period.
Intermediaries facilitating distance contracts on behalf of the seller or provider by means of remote communication tools must maintain records of transactions and provide them to relevant institutions, organizations, and consumers upon request. However, these intermediaries are responsible for any actions that violate their contracts with the seller or provider.
Pursuant to Article 9(3) of the Distance Contracts Regulation, the withdrawal period is determined as follows:
For goods delivered separately under a single order, the period starts from the day the last item is received by the consumer or the third party designated by the consumer.
For goods consisting of multiple parts, the period starts from the day the last part is received by the consumer or the third party designated by the consumer.
For contracts where goods are delivered regularly over a period, the period starts from the day the first item is received by the consumer or the third party designated by the consumer.
According to Article 13 of the same regulation, the consumer must return the goods to the seller or provider or an authorized person within ten days from the date they notify the seller of their withdrawal. The consumer is not responsible for changes or deterioration resulting from proper use of the goods according to their operation, technical specifications, and usage instructions.
In which cases/products is the right of withdrawal not applicable?
According to Article 15 of the Distance Contracts Regulation, the right of withdrawal does not apply to the following contracts:
Contracts for goods or services whose price is subject to fluctuations in financial markets beyond the seller’s or provider’s control.
Contracts for goods prepared according to the consumer’s specific requests or personal needs (e.g., custom-made clothing).
Contracts for goods that are perishable or have an expiration date.
Contracts for goods that cannot be returned for health and hygiene reasons if their packaging, seal, or protective elements are opened after delivery (e.g., hair accessories, wedding tiaras, bouquet accessories, veils, pouches, etc.).
Contracts for goods that, after delivery, are mixed with other products and cannot be separated due to their nature.
Contracts for books, digital content, and computer consumables provided in a physical format if their packaging, seal, or protective elements are opened after delivery.
Contracts for periodical publications such as newspapers and magazines, excluding subscription agreements.
Contracts for accommodation, transportation of goods, car rental, food and beverage supply, and leisure activities that must be performed on a specific date or within a specified period.
Contracts for services executed instantly in electronic environments or intangible goods delivered immediately to the consumer.
Contracts for services commenced with the consumer’s approval before the withdrawal period ends.
Can the consumer be held liable for depreciation caused by usage when exercising the right of withdrawal?
The buyer must inspect the goods/services before accepting delivery; if they are damaged, broken, or have torn packaging, they should not accept them from the courier. Goods/services accepted are deemed to be delivered in undamaged and sound condition. After delivery, the buyer must take care to preserve the goods/services. If the right of withdrawal is to be exercised, the goods/services must not be used. The invoice must also be returned with the product.
If the goods decrease in value due to the buyer’s fault or if return becomes impossible, the buyer is liable to compensate the seller for damages proportionally. (For example, if stones fall off a wedding dress or embroidery is damaged, the seller may claim compensation from the buyer.) However, changes and deterioration resulting from the proper use of goods within the withdrawal period do not make the buyer liable.
If the right of withdrawal reduces the total purchase amount below the campaign limit set by the seller, any discounts received within the campaign will be canceled.
Who covers the return shipping cost when exercising the right of withdrawal?
If the buyer returns the product using the courier service designated by the seller, they are not responsible for return shipping costs. If the seller has not specified a courier in the pre-information, the consumer cannot be charged for the return shipping cost. If the designated courier does not have a branch in the consumer’s location, the seller must arrange for the return to be collected without additional charges.
According to the Tax Procedure Law, the return process requires the buyer to fill out and sign the return section of the invoice sent with the product and return it together with the product.
How is the refund processed upon exercising the right of withdrawal?
The seller or provider, upon receiving the consumer’s withdrawal notice…