E-commerce · 13 min read · Updated: 2026-10-26

The e-commerce returns process in Türkiye: the 14-day withdrawal right, return shipping and return invoices

Every business that sells online gets a return request sooner or later. If you know the rules, a return isn't a crisis, just a routine job of a few steps.

In short

• In distance sales, a consumer can use the right of withdrawal within 14 days of receiving the goods, without giving a reason and without paying a penalty.
• The consumer sends the goods back within 10 days of the withdrawal notice; the seller refunds all payments, including delivery costs, within 14 days of receiving the notice.
• If the seller named a carrier for returns in the pre-contract information and the goods were sent with that carrier, the return shipping cost can't be charged to the consumer; nor can it if no carrier was named at all.
• There's no right of withdrawal for exceptions such as made-to-order goods, perishables, goods unsuitable for return on hygiene grounds once unsealed, and instantly delivered digital content.
• A return from an end consumer is documented with a gider pusulası (expense voucher), the return section of the e-Arşiv invoice, or a bank receipt if the money went back to a card or account; a business buyer registered for e-Fatura issues the return invoice itself.

The customer received the product, didn't like it and wants to send it back. How long do they have? Who pays for shipping? How many days do you have to refund? What happens to the invoice? The e-commerce returns process comes down to getting these four answers right.

In this article we first go through the deadlines set by Law No. 6502 on Consumer Protection and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği). Then we explain the difference between the right of withdrawal and returning faulty goods, the accounting side of a return, and how a return request runs from start to finish in the company panel.

Part 1 · Withdrawal What is the right of withdrawal, and when do the 14 days start?

The right of withdrawal (cayma hakkı) lets a consumer who shops online or by phone back out of the contract without giving a reason and without paying a penalty. Because they couldn't handle the product in a shop, the law gives them this period.

• Sale of goods: 14 days, starting on the day the consumer, or a person they named, receives the goods.
• Sale of services: 14 days, starting on the day the contract is concluded.
• If the consumer wasn't informed: if the consumer wasn't properly informed about the right of withdrawal, they're not bound by the 14 days; in any case the period ends one year after the original withdrawal period would have ended.
• How to notify: the consumer gives notice within the period in writing or on a durable medium such as e-mail.

The legal period is at least 14 days. Offering a longer return period is entirely your choice and is often a selling point that builds trust. Shortening it isn't possible.

Part 2 · Deadlines Who does what, and how quickly, in a return?

Once the withdrawal notice arrives, two clocks start at the same time: one for the consumer to send the product back, and one for you to refund the money.

Note that your 14-day refund period starts from the day the withdrawal notice reaches you, not the day the product arrives back. Delivery costs, meaning the shipping fee the customer paid on the order, are part of the amount to be refunded.

The figures and dates are illustrative. The 14 days run from the day the withdrawal notice reaches you, not the day the product arrives, so keep a close eye on the return shipment.

Part 3 · Shipping Who pays for return shipping?

Return shipping is the most common source of disputes over withdrawal. The rule is simple: if you named a carrier for returns in the pre-contract information form and the consumer sent the product with that carrier, you can't charge them the return cost. If you didn't name any carrier, you can't charge them either.

So setting up a contracted return carrier and a return code helps twice. The consumer knows which carrier to use, and you pay for return shipping at your contracted rate. If the consumer uses another carrier, whether you can ask them for the difference must be stated clearly in your pre-contract information text.

Part 4 · Exceptions Which products have no right of withdrawal?

Article 15 of the regulation excludes certain goods and services from the right of withdrawal. If you sell them, you must state this separately in the product description; otherwise the customer will assume they can return it.

• Goods made to the consumer's specifications or personal needs, such as personalised items.
• Goods that perish quickly or may pass their expiry date.
• Goods whose packaging, tape or seal was opened after delivery and that are unsuitable for return for health and hygiene reasons.
• Goods that are inseparably mixed with other items after delivery.
• Books, digital content and computer consumables whose protective packaging was opened.
• Services performed instantly online and intangible goods delivered instantly.
• Goods whose price depends on financial market fluctuations outside the seller's control.

This list is a summary; for the full text and other exceptions such as date-specific accommodation or transport services, see the regulation itself.

Part 5 · Faulty goods What's the difference between withdrawal and returning faulty goods?

The right of withdrawal is a no-reason right that can be used even if the product is perfect. A return of faulty goods applies when the product is defective, damaged or doesn't match its description, and it isn't limited to 14 days.

That's why asking for a reason on your return form matters. "Changed my mind" and "The product arrived damaged" don't follow the same process; in the second case shipping and extra costs are yours and the consumer has a choice of remedies.

Part 6 · Accounting How is a return invoiced?

When money is refunded, your sales and VAT must be corrected too. For that, the return has to be recorded with a document. Which document depends on who the buyer is.

We explain how to fill in a gider pusulası in what is a gider pusulası, and the difference between cancelling and returning, including partial returns, in return and cancellation invoices. Marketplace returns also affect your payouts, so see accounting for marketplace sellers as well.

Part 7 · Heyşirket How are return requests handled in the company panel?

In Heyşirket's store module, return requests are tracked case by case on their own screen. The customer opens a request from their Hesabım (My account) page or, if they're a guest, from the order page. A request can only be opened for orders that are shipped or delivered and within the return period, and the customer can't ask to return more than the quantity on the order.

When opening a request the customer picks a reason: changed my mind, size didn't fit, arrived damaged, wrong product, doesn't match the description, or other. This separates withdrawal from faulty goods right from the start.

1. Request received — Approve or reject
2. Approved — Give the return shipping code
3. Return in transit — Product on its way
4. Product arrived — Receive and check
5. Return completed — Refund or exchange

Step by step: closing a return request

1. Review the request

   In the company panel, open Mağaza › İade ve değişim (Store › Returns and exchanges). New requests appear on the Yeni talep tab. Open the case, check the reason and items, and choose Onayla (approve) or Reddet (reject). For requests that come in by phone, open a case from the order with Yeni iade dosyası.

2. Give the return shipping code

   On the approved case, enter the return shipping code for the customer; they send the product free of charge with this code. When the product is on its way, the case moves to return in transit.

3. Receive and check the product

   When it arrives, click Teslim aldım (received). Enter the quantity that can be resold; that quantity goes back into stock in the warehouse you choose, and the rest is counted as quarantined.

4. Refund or open an exchange

   Make the refund through your payment provider or bank, then record it on the case with Para iadesini kaydet. If the customer wants the same product in another size, create a free new order with Değişim siparişini aç.

5. Correct the invoice

   If the order was invoiced, the screen warns you: after the refund, record the return document in pre-accounting with İade al (Take a return) on the sales invoice. For an end consumer the gider pusulası option is ready, and for refunds to a card or bank account, the receipt option.

The store, together with payment and shipping connections, is in the Profesyonel package. Step-by-step guide in the panel: Help › Order management. The whole store module is on the e-commerce page, shipping connections on shipping integration. For the general framework of legal texts, see KVKK-compliant website.

Part 8 · Practice Checklist for your returns policy

Before going live

• The pre-contract information form states the 14-day right of withdrawal and how to use it.
• I set up a contracted carrier and code for returns and showed it in the text.
• I marked products without a right of withdrawal separately in their descriptions.
• I refund within 14 days of the notice, using the method the customer paid with.
• I ask for the reason for a return and handle faulty goods separately from withdrawal.
• I correct the sales invoice with the right document for every return.
• I had my texts checked by a lawyer.

Keep all return requests on one screen Approve the request, give the return code, receive the product and refund the money; every step stays recorded on the case. Go to returns and exchanges

Author: Heyşirket Editorial Team