How to return an item bought online in Türkiye

In Türkiye you can withdraw from an online purchase within 14 days without giving a reason. Here is when the clock starts, which items are excluded, who pays the return shipping and how many days the seller has to refund you.

Purchases made online, by phone or through an app count as distance contracts in Türkiye, and distance contracts come with a right of withdrawal: within fourteen days of receiving the item you may withdraw from the contract without giving any reason and without paying a penalty.

In practice things usually stall at "your return request was rejected", "you pay the return shipping" or "your refund takes 30 days". Yet the deadlines and who bears the cost are set out plainly in the Distance Contracts Regulation.

This guide walks through how to send the withdrawal notice, how many days you have to ship the item back, which goods fall outside the right of withdrawal, and where to apply if the seller does not refund you.

Time30 minutes
DifficultyEasy
Steps8

🧰 What you need

Order number and the date the item was delivered
The pre-contractual information form and distance sales contract the seller provided at checkout
Invoice or payment record (card statement, transfer receipt)
The item's box, packaging and every accessory that came with it
An e-mail address or the seller's return screen for the written notice
An e-Devlet password, if the dispute stage becomes necessary

Steps

Find the delivery date and count the 14 days from there For contracts involving goods, the withdrawal period starts on the day you or a third party you designated receives the item; for services it starts on the day the contract is concluded. Handing the item to a carrier does not count as delivery to you, so the clock starts when the courier hands it over. Where one order arrives in separate shipments the last item counts, where one item comes in several parts the last part counts, and for regular scheduled deliveries the first delivery counts. You may also withdraw before the item reaches you, because the period between concluding the contract and delivery is covered too.
Check whether the item is excluded from the right of withdrawal Unless the parties agree otherwise, the right of withdrawal cannot be used for certain contracts. In short these are: goods or services whose price depends on financial market fluctuations outside the seller's control; goods prepared to your own request or personal needs; goods that perish quickly or may pass their expiry date; goods whose protective packaging, tape or seal has been opened and which cannot be returned for health and hygiene reasons; goods that get mixed with other products after delivery and cannot be separated; books, digital content and computer consumables supplied on a physical medium whose protective packaging has been opened; newspapers and periodicals outside a subscription; accommodation, transport of goods, car rental, catering and leisure services booked for a specific date or period; services performed instantly by electronic means and intangible goods delivered instantly; and services whose performance began with your consent before the period expired. If your item is not on this list, you can return it.
Send the withdrawal notice in writing before the deadline It is enough to send the notice in writing or on a durable medium to the seller, the service provider or the intermediary service provider before the fourteen days expire. You may use the withdrawal form annexed to the regulation, or simply write a clear statement such as "I withdraw from the contract for the item under order number …". If the shop offers a withdrawal option on its site, use it; in that case the seller must immediately send you confirmation that your request has arrived. A spoken phone conversation does not count as notice.
Keep proof of the notice The burden of proving that you exercised the right of withdrawal is on you. Keep a copy of the e-mail you sent, a screenshot of the confirmation screen and the return request number. If you sent the notice by e-mail, keep the timestamp in your sent folder as well, because that is what shows you met the deadline. Download the screenshots to your phone or computer in case the account is later closed.
Ship the item back within 14 days of the notice Unless the seller has offered to collect the item itself, you must send the item back to the seller or a person it has authorised within fourteen days of sending your withdrawal notice. Send it complete, with its box, accessories and any free items included. If during the withdrawal period you used the item in line with its operation, technical specifications and instructions, you are not liable for any change or deterioration that occurs; in other words, having opened and tried the item does not by itself block the return.
Use the carrier the seller named for returns The seller must state in the pre-contractual information which carrier it has designated for returns. If you send the item back with that carrier, you cannot be held liable for the return costs. If the seller named no carrier for returns in the pre-contractual information, no return cost may be demanded from you at all. If the designated carrier has no branch where you live, the seller must arrange collection of the item from you without any extra charge. Keep the tracking code and the drop-off receipt.
Track the refund over the following 14 days The seller must refund all payments collected, including any delivery costs charged to you, within fourteen days of the date you handed the item to the carrier named for returns. If you used a different carrier, the period starts when the item reaches the seller. If you withdrew before delivery, it starts when your withdrawal notice reaches the seller. The refund is made in one instalment, in a manner suited to the payment instrument you used, and with no cost or obligation for you; if you paid by credit card, the card issuer adds the amount it receives back to your available limit in one go.
Apply to the Consumer Arbitration Board if nothing happens If the seller refuses the withdrawal or fails to refund you in time, you can apply to the Consumer Arbitration Board (Tüketici Hakem Heyeti). You may apply electronically through the Consumer Information System (TÜBİS) on e-Devlet, by post, or in person; spoken applications are not accepted. The competent board is the provincial or district board where you live or where the transaction took place. The application is free of charge and is the required route for disputes below a monetary threshold that is reset every year; for 2026 that threshold was announced as 186,000 TL. Attach your order details, the withdrawal notice, the shipping record and the payment document to the form. Details and the current threshold are at tuketici.ticaret.gov.tr.

⚠ This guide is general information. Yudum cannot be held responsible for the outcome of following it; for official procedures always rely on the institution's own statement. Steps and fees change over time.