Right of Withdrawal and Return Shipping in Distance Sales: 2026 Rules

In Türkiye, the right of withdrawal (cayma hakkı) in a distance sale (mesafeli satış) lets consumers return a product bought online within 14 days of the day they receive it. They do not have to give a reason or pay a penalty. As of 2026, there are two important changes. First, return shipping fees for withdrawals sent with the carrier designated by the seller can no longer be charged to the consumer. Second, the withdrawal exemption for smartphones, watches, tablets and computers has been removed. In this guide, we've gathered the deadlines, exemptions and points marketplace sellers need to watch.

Withdrawal periods: three separate 14-day periods

The Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği) contains three separate 14-day periods that are often confused:

When refunding the price, the seller must use a method suited to the payment instrument the consumer used. The refund must be made in a single payment and without extra charges. In marketplace sales, this refund usually runs through the marketplace. However, delaying your return approval extends the process and increases the risk of complaints.

When does the period start for deliveries in multiple packages?

If the items in a single order were delivered on different days in separate packages, the withdrawal period starts on the day the last item is received. The same applies to goods made up of multiple parts (for example, a piece of furniture shipped in two boxes): the period runs from the day the last part is received. Sellers that ship from multiple warehouses or in partial shipments need to set up their return tracking according to this rule.

Who pays return shipping in 2026?

From January 1, 2026, the consumer cannot be held responsible for the cost of a withdrawal return sent with the carrier designated by the seller. The consumer also cannot be charged a return shipping fee if the seller has not designated a carrier for returns or has not informed the consumer of it in advance.

In practice, this means:

• Clearly state in your preliminary information form and on your product page which shipping company and which return code to use for returns.
• If the consumer shipped with the carrier you designated, do not deduct the shipping fee from the refund amount.
• If the marketplace's contracted return shipping is used, check your seller agreement to see how the return shipping cost is passed on to you.

Because the shipping cost of withdrawal returns has largely shifted to the seller, optimizing package dimensions has become more important. We explain how shipping fees are calculated in our article what is volumetric weight (desi).

Exemptions from the right of withdrawal

Article 15 of the Regulation removes the right of withdrawal for certain goods and services. The ones most relevant to marketplace sellers are:

• Goods prepared in line with the consumer's requests or personal needs
• Goods that deteriorate quickly or may pass their expiry date
• Goods whose packaging has been opened after delivery and that cannot be returned for health and hygiene reasons
• Goods that are mixed with other products after delivery and cannot be separated by their nature
• Books, digital content and computer consumables supplied on a tangible medium whose protective elements, such as packaging, tape or seals, have been opened after delivery

These exemptions apply only if they are clearly stated in the preliminary information. If an exempt product turns out to be defective, the consumer's elective rights (repair, replacement, refund, price reduction) still apply. The limitation period for defective goods is 2 years from delivery.

When does a personalized product count as an exemption?

The personalized product exemption (Art. 15/1-b) is the most debated topic. Examples include a necklace engraved with a name the customer requested, curtains made to measure and a mug printed with the customer's photo. These fall within the exemption because they cannot be sold to another customer.

By contrast, choosing the color or size of a product from your catalog does not make it personalized. The right of withdrawal still applies to products that are in stock or produced with standard options. This distinction comes not from the wording of the Regulation but from how it is interpreted in practice. For products you are unsure about, get your legal advisor's opinion.

The electronics exemption has been removed

Previously, consumers could not exercise the right of withdrawal for smartphones, smartwatches, tablets and computers once the product had been set up or used. This exemption has been removed. From January 1, 2026, these products also carry the 14-day right of withdrawal. If you sell electronics, adjust your return inspection process (serial number, box contents, physical damage check) accordingly.

Preliminary information and mediation

The consumer must have seen the preliminary information form before confirming the order. The form includes the seller's details, the product's key characteristics, the total price, and delivery and payment details. It also sets out the conditions, period and method for exercising the right of withdrawal.

With the 2026 changes, two topics in the preliminary information have become especially important:

1. The carrier to use for withdrawal returns: If it is not specified, the return shipping fee cannot be charged to the consumer.
2. Mandatory mediation before litigation: The preliminary information must state that, in disputes, applying to a mediator is mandatory before filing a lawsuit.

On marketplaces, the preliminary information and distance sales contract texts are mostly provided by the platform as templates. However, it is your responsibility to make sure your seller details and exemptions appear correctly.

Delivery time: 30 days at the latest

The seller must ship the goods within the promised time and, in any case, no later than 30 days from the order. Marketplaces set much shorter handover-to-carrier (dispatch) deadlines, and orders that miss them hurt seller performance. That is why keeping an out-of-stock product open for sale creates both legal and operational risk.

How is a withdrawal notice given?

The consumer notifies the seller that they are exercising the right of withdrawal in writing or via a durable medium (such as email or the marketplace's return screen). In marketplace sales, this notice is usually given through a return request on the order screen, and the request date is recorded. The consumer must prove that the right of withdrawal was exercised within the period. That is why the marketplace record is important evidence for both parties.

If you sell through your own website, clearly state in the preliminary information how to give a withdrawal notice, and keep the withdrawal form accessible. The 14-day refund period starts the moment the notice reaches you. If notices go to an email address you don't check regularly, you could miss this deadline.

What is the consumer responsible for in a withdrawal return?

A consumer who used the product during the withdrawal period in line with how it works, its technical specifications and its instructions for use is not responsible for any resulting changes or deterioration. In other words, you cannot refuse a return because the box has been opened or the product has been tried. If there is damage beyond normal use, document it with photos and a delivery report, then file an objection with the marketplace.

The difference between the right of withdrawal and returning defective goods

A customer's return request is not always a withdrawal. If the product is faulty, the consumer relies on the defective goods provisions of Law No. 6502, and different rules apply.

In marketplace panels, the customer selects the return reason. Treat requests opened with reasons such as "defective product" as defective goods claims, not withdrawal returns. Even for personalized products, you cannot refuse a return if there is a defect.

How does the withdrawal process work on marketplaces?

On Trendyol, Hepsiburada, n11 and Amazon, the consumer usually starts a withdrawal request from their order screen, and the platform generates the return code or shipping information. As the seller, you are responsible for the following steps:

1. Track the request. When the marketplace notifies you of a return request, wait for the product to arrive, and match the shipment tracking number with your order record.
2. Receive and inspect the product. Taking photos or video while opening the package strengthens your position in any dispute.
3. Decide whether to approve or object. If there is no damage beyond normal use, approve the return. If there is damage, use the marketplace's objection process.
4. Track the refund. The marketplace usually refunds the price to the consumer and deducts it from your marketplace payout (hakediş). Check that this amount matches your sales record.
5. Issue the document and update stock. Issue the document for the consumer return. If the product is in sellable condition, add it back to stock across all channels.

Partial returns and bundled products

The consumer may return only part of an order that contains multiple products. In that case, the price of the returned product is refunded, and only that line item appears on the return document. If you are unsure how to allocate the delivery cost, follow the marketplace's return rules and your legal advisor's opinion. For products sold as a set, clearly state on the product page and in the preliminary information that the set is sold as a single product. This reduces disputes over returns of individual pieces.

Withdrawal return checklist for sellers

1. Update the return carrier, exemptions and mediation information in your preliminary information.
2. Approve return requests quickly. The 14-day refund period starts on the day the notice reaches you.
3. When the product arrives, check its condition and photograph it.
4. Issue an expense voucher (gider pusulası) for the consumer return, or keep the signed return section of the e-archive invoice (e-Arşiv). Details: expense voucher for consumer returns.
5. If the product is in resellable condition, add it back to stock.

Withdrawal requests increase during sale periods. When setting campaign prices, also keep the new prior-price rule in mind: the 10-day rule for discounted sales. For the full picture on invoicing, see our marketplace invoicing guide.