---
title: "Right of withdrawal and returns for ecommerce in Turkey"
author: "Performetic Ekibi"
url: "https://www.performetic.com/en/blog/right-of-withdrawal-returns-turkey-ecommerce"
published: "2026-02-02T08:00:00.000Z"
updated: "2026-10-05T02:42:01.156Z"
---

# Right of withdrawal and returns for ecommerce in Turkey

> In Turkey, consumers can withdraw from an online purchase within 14 days of delivery without giving a reason. They return the goods within 14 days of notifying you. You refund everything, including delivery, within 14 days of the goods reaching your named return carrier, to the same payment instrument in one go. That return shipping cannot be charged to them.

## How do withdrawal and returns work for online stores in Turkey?

Consumers in Turkey can withdraw from an online purchase within 14 days of receiving the goods, without giving a reason or paying a penalty. They return the goods within 14 days of notifying you. You then refund all payments, including the original delivery charge, within 14 days of the goods being handed to your designated return carrier, to the same payment instrument and in one go.

> Note: This article explains Turkish consumer rules for brands selling to consumers in Turkey. It is general information, not legal advice, based on the texts on mevzuat.gov.tr as of October 2026 (last updated: October 2026). Have your returns policy reviewed by a Turkish lawyer.

The rules come from **Article 48 of Law No. 6502 on Consumer Protection** and **Articles 9 to 15 of the Distance Contracts Regulation**. Key parts of the 2022 and 2025 amendments on refund deadlines and return shipping costs started to apply on 1 January 2026 under the Regulation's transitional provision. If your returns policy text is a few years old, it probably needs an update.

## When does the withdrawal period start?

Under Article 9 of the Regulation:

- For **goods**, the period starts on the day the consumer or a third party they designate **receives the goods**.
- The consumer may also withdraw **before delivery**, after the contract is concluded.
- For a single order **delivered in several shipments**, the last item counts; for goods **made up of several parts**, the last part counts.
- For regular deliveries, the first delivery counts.
- **Handing goods to the carrier is not delivery to the consumer.**
- For services, the period starts when the contract is concluded.

If the consumer was not properly informed about withdrawal, the 14-day limit does not bind them, but the period ends in any case one year after the normal withdrawal period expires (Art. 10). The seller bears the burden of proving the consumer was informed.

## Step by step: who does what, and when?

| Step | Responsible | Deadline | Basis |
|---|---|---|---|
| Withdrawal notice | Consumer | Within 14 days of delivery | Reg. Arts. 9, 11 |
| Confirming receipt of the notice | Seller (if offered on the website) | Immediately | Reg. Art. 11/2 |
| Sending the goods back | Consumer | Within 14 days of the notice | Reg. Art. 13/1 |
| Refund | Seller | Within 14 days of the goods reaching the return carrier | Reg. Art. 12/1 |
| Refund if withdrawn before delivery | Seller | Within 14 days of receiving the notice | Reg. Art. 12/2 |

Consumers can notify in writing or on a durable medium such as email, using the model form annexed to the Regulation or any clear statement. If your site offers an online withdrawal form, you must confirm receipt to the consumer **immediately**. The burden of proving that the right was exercised lies with the consumer (Art. 11/4).

## Who pays for return shipping?

Under Article 12(5), as in force from 1 January 2026:

- If goods are returned **via the carrier you named for returns** in the pre-contract information, the consumer **cannot be held liable** for return costs.
- If you **did not name any carrier**, **no return cost may be charged** to the consumer.
- If your named carrier has **no branch** where the consumer is, you must arrange collection from the consumer at no extra cost.

So naming the return carrier and return code clearly in your pre-contract information matters for both customer experience and cost control. The consumer is also not liable for changes or deterioration caused by using the goods in line with their instructions during the withdrawal period (Art. 13/2). To plan return costs together with pricing and shipping policy, see our [free shipping threshold guide](/en/blog/how-to-set-free-shipping-threshold).

## How and when must you refund?

Under Article 12 the seller:

- Refunds **within 14 days** of the goods being handed to the designated return carrier. If the consumer used another carrier, the period starts when the goods reach the seller.
- Refunds all payments **including the original delivery charge**.
- Refunds **in a way suited to the payment instrument used**, **free of charge** and **in one go**.

For credit card payments, the card issuer must add the amount it receives to the cardholder's available limit in one go. That makes "refund as store credit" a risky default even if the customer agrees; the default should be a refund to the original payment method.

## Which products are exempt from withdrawal?

Article 15 lists contracts where, unless the parties agree otherwise, withdrawal does not apply. The ones most relevant to online stores:

- Goods whose price depends on financial market fluctuations,
- Goods made to the consumer's specifications or personal needs (for example custom prints),
- Perishable goods or goods that may expire quickly,
- Goods whose packaging, tape or seal was opened after delivery and whose return is unsuitable for health and hygiene reasons,
- Goods inseparably mixed with other items after delivery,
- Books, digital content and computer consumables delivered on a physical medium whose protective packaging was opened,
- Newspapers and magazines outside subscriptions,
- Services performed instantly online and intangible goods delivered instantly,
- Services started with the consumer's consent before the withdrawal period ends.

Note that some exemptions added in 2022 were later repealed or annulled by a decision of the Turkish Council of State (10th Chamber) dated 6 May 2026. Always compare your exemption list with the current text on mevzuat.gov.tr, and state exemptions in your pre-contract information (Art. 5/1-h).

Withdrawal is separate from the rules on defective goods. For defective goods, consumers' elective rights are set out in Article 11 of Law No. 6502. Separating "changed my mind" from "item is faulty" on your returns screen lets you run both processes correctly.

## Seven steps to an efficient returns operation

1. State the return carrier, return address and return email clearly in pre-contract information.
2. Add an online withdrawal form to the account area with an automatic confirmation email.
3. Generate a return code for each request and log the carrier handover date automatically, since your 14-day refund clock starts then.
4. Create a warehouse intake checklist: hygiene exemption, signs of use, missing parts.
5. Test partial refunds and delivery charge refunds with your payment provider.
6. Tag return reasons and report monthly; size, image and description issues can be fixed on product pages.
7. Keep transaction records for at least three years (Art. 20).

Many returns come from mismatched expectations. Realistic images and verified reviews on product pages help; see our [customer reviews and social proof guide](/en/blog/customer-reviews-social-proof-guide). If you want to analyse return rates alongside your ad and conversion data, request a free growth analysis via our [contact page](/en/contact) and the Performetic team will interpret it with you.

## Key takeaways

- The withdrawal period is **14 days** and, for goods, starts **on receipt**; handover to the carrier is not delivery.
- The consumer sends the goods back within **14 days** of the notice.
- The seller refunds everything, including the delivery charge, within **14 days** of the goods reaching the return carrier, **to the same instrument, in one go and free of charge**.
- Returns via the seller's named carrier **cannot be charged** to the consumer; if no carrier was named, no return cost may be charged.
- Exemptions are listed in Article 15 and must be stated in pre-contract information.
- Handle defective goods separately from withdrawals.

## FAQ

### When does the 14-day withdrawal period start in Turkey?

Under Article 9 of the Turkish Distance Contracts Regulation, for goods it starts on the day the consumer or their designated third party receives the goods. For orders delivered in several shipments, the last delivery counts. Handing goods to the carrier is not delivery, and consumers may also withdraw before delivery.

### Can I charge customers for return shipping?

Under Article 12 of the Regulation, if goods are returned via the carrier you named for returns, the consumer cannot be held liable for return costs. If you named no carrier, you cannot charge return costs at all. If your carrier has no branch near the consumer, you must collect the goods free of charge.

### Do these rules apply to cross-border sellers?

They are Turkish consumer rules for distance contracts with consumers in Turkey. If you sell to Turkish consumers through a Turkish marketplace or a localised Turkish store, expect to apply them. Whether they apply to direct cross-border sales depends on your setup, so confirm with a Turkish lawyer.

### Can I refund with store credit instead of money?

Article 12 of the Regulation requires refunds in a way suited to the payment instrument used, free of charge and in one go. Your default should therefore be a refund to the original payment method. Discuss any store credit option with your lawyer and treat it only as an additional choice.

## Sources

- [Distance Contracts Regulation (mevzuat.gov.tr, Turkish)](https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=20237&MevzuatTur=7&MevzuatTertip=5)
- [Law No. 6502 on Consumer Protection (Turkish)](https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=6502&MevzuatTur=1&MevzuatTertip=5)
- [Official Gazette: original publication of the Distance Contracts Regulation, 27 November 2014 (Turkish)](https://www.resmigazete.gov.tr/eskiler/2014/11/20141127-6.htm)