E-Commerce Rights in Turkey 2026: Reforms & Returns

Online shopping in Turkey is massive, but so are the disputes.

• “I bought a dress, it doesn’t fit.”
• “The phone box arrived empty.”
• “The seller on Instagram blocked me after payment.”

The “Regulation on Distance Contracts” (Mesafeli Sözleşmeler Yönetmeliği) was heavily updated in 2024 and 2025 to balance the market.

This 2026 guide explains your rights against giants like Trendyol, Amazon TR, and shady Instagram boutiques.

1. The “14-Day Right of Withdrawal” (Cayma Hakkı)

This is your superpower.

• The Rule: When you buy something online (Distance Sale), you have 14 DAYS to return it.
• No Reason Needed: You don’t need to say “It’s broken” or “It’s ugly.” You can just say “I changed my mind.”
• Full Refund: The seller must refund the product price + the initial shipping fee you paid (if any).

Who Pays the Return Shipping? (The 2025 Change)

Historically, the Seller always paid. 2026 Update: The Regulation now allows Sellers to charge the return shipping fee to the consumer IF they explicitly stated this in the preliminary information form.

• Reality Check: Big marketplaces (Trendyol, Hepsiburada, Amazon) usually still cover it to keep customers happy. But small sites might charge you 50-100 TL for return shipping.

2. Exceptions: What You CANNOT Return

You cannot use the 14-day right for:

1. Unsealed Electronics: Mobile phones, computers, tablets if you opened the security seal/packaging and turned it on. (This is a huge dispute area. If you just opened the box to look, it’s usually OK. If you inserted a SIM card, return is rejected).
2. Hygiene Products: Underwear, swimsuits, cosmetics (if opened).
3. Custom Made: A suit tailored to your measurements.
4. Perishable Goods: Food, flowers.
5. Digital Codes: Game keys, Netflix cards (instant delivery).

3. The “Empty Box” Scam & Cargo Liability

• Scenario: You ordered an iPhone 16. The courier hands you a box. You open it -> It’s a cucumber (or empty).
• The Law: The Seller is responsible for the product until it reaches your hands.
• Critical Move:
  1. Video Record: Always video record yourself opening expensive packages.
  2. “Damage Assessment Report” (Hasar Tespit Tutanağı): If the box looks crushed, DO NOT ACCEPT IT. Make the courier write a report.
  3. Liability: If the box was intact but empty, the Seller must prove they packed the phone (Camera footage from warehouse). If they can’t prove, they must refund.

4. Instagram / WhatsApp Sellers (The Danger Zone)

Thousands of people buy from Instagram pages (“Butik”).

• Risk: Many are unregistered. No tax plate, no address.
• IBAN Transfer: If they ask you to send money to a personal IBAN (e.g., “Ahmet Yilmaz”), be very careful.
• Rights: Legally, if they are selling commercially, the 14-Day Return Law applies.
• Reality: If they block you, you have no address to send the legal notification.
• Advice: Only buy if they have a “Shopier” link or a proper website with corporate details (Mersis No).

5. Chargeback (Harcama İtirazı)

If you paid by Credit Card (Visa/Mastercard) and the seller scammed you (product never arrived):

1. Call your Bank.
2. File a “Chargeback Request” (Ters İbraz).
3. Reason: “Services not provided / Merchandise not received.”
4. Process: The Bank freezes the money or pulls it back from the Seller’s bank. This is globally effective and bypasses the Turkish court system.

6. What if the Price was “Too Low”? (Wrong Price Error)

• Scenario: An iPhone 16 was listed for 5,000 TL instead of 85,000 TL due to a comma error. You bought 10 of them. Seller cancelled.
• Can you force delivery?
  • Old View: “A contract is a contract.”
  • 2026 Trend: If the price error is “Obvious” (e.g., 90% cheaper than market), courts usually protect the Seller under “Good Faith” rules (TMK 2). You cannot force them to deliver a 85k phone for 5k. But if the discount was reasonable (e.g., 30% off), they MUST deliver.

7. Data Protection in E-Commerce

When you buy online, you give your Name, Address, Phone.

• Spam SMS: Under the “Law on Regulation of E-Commerce”, they CANNOT send you SMS/Email ads without your Active Consent (Ticari Elektronik İleti İzni).
• IYS (İleti Yönetim Sistemi): You can manage/block all approvals via iys.org.tr.

8. FAQ

1. The product broke after 3 months. Can I return it?

This is not a “Withdrawal Right” issue. This is a “Warranty” (Garanti) issue. You send it to Technical Service. They have 20 business days to fix it. If they can’t, THEN you get a refund.

2. Can I return a second-hand item bought on Sahibinden/Letgo?

NO. If you buy from a regular person (C2C - Consumer to Consumer), the Consumer Law DOES NOT APPLY. It falls under normal “Sale of Goods” law (Borçlar Kanunu). No 14-day automatic return. You must prove “Hidden Defect” (Gizli Ayıp).

3. How long does the refund take?

Legally, the Seller must refund within 14 Days of receiving the return. Banks may take another 2-3 days to reflect it.

Konya E-Commerce Attorney

We advise both Consumers and E-Commerce Sellers on compliance with the Regulation on Distance Contracts and ETBIS registration.

📞 Consumer Law Dept: +90 554 192 47 20

📧 Email: fevziyaskir@gmail.com

📍 Address: Nişantaş Mah. Vatan Cad. No:12/1 Selçuklu/KONYA

⚖️ Av. Fevzi Yaşkir

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Legal Disclaimer: This guide was prepared by Attorney Fevzi Yaskir to assist foreign investors and expats in Turkey.

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