E-Commerce Law Series · 3 of 5
Returns in online clothing sales involve the consumer's right of withdrawal, limited exceptions and separate rights for defective goods. A clear policy helps customers and businesses understand the process.
1. The fourteen-day right
In a qualifying distance sale the consumer generally may withdraw within fourteen days without giving a reason or paying a penalty. For goods, the period normally begins when the consumer or a designated third party receives them; withdrawal can also be notified before delivery. Give notice in writing or using a durable medium, such as email, to the seller or applicable platform.
If the consumer was not properly informed about withdrawal, the ordinary fourteen-day limit does not apply and the extended period ends one year after the ordinary period expires. If proper information is supplied during that year, a new fourteen-day period runs from that information.
2. Return, refund and delivery costs
The consumer must send the goods back within the period prescribed by the regulation. The seller must refund amounts received, including original delivery charges, within fourteen days of the applicable trigger. For delivered goods, the Ministry explains that this normally runs from delivery to the carrier named in the pre-contract information; where a different carrier is used, it runs from receipt by the seller. For undelivered goods and services, it runs from the withdrawal notice.
If the consumer returns through the carrier specified in the preliminary information, or no return carrier was specified, the consumer is not responsible for the return shipment cost under the Ministry's guidance. The facts and current rules matter.
Normal examination consistent with the goods' operation, technical characteristics and instructions does not make the consumer liable for deterioration caused by that use. Unusual use and its effect on the item must be assessed on the facts; a seller cannot automatically treat every opened package as misuse.
3. Textile exceptions
The regulation excludes goods prepared to the consumer's specifications or personal needs, such as an individually tailored item or personalised printing. Merely choosing an offered size or colour does not automatically make an ordinary item personalised.
Another exception concerns goods unsuitable for return for health or hygiene reasons when their protective packaging, seal or similar protective element has been opened after delivery. Whether a particular underwear or swimwear product qualifies depends on its nature and the protective seal; a blanket label alone does not establish the exception. If the protective element remains intact, assess the statutory conditions rather than assuming return is barred.
Exceptions to withdrawal do not eliminate statutory remedies for defective goods. Clearly describe applicable withdrawal conditions and exceptions before the order, without restricting rights by a general “no returns” clause.
4. Defective or incorrect products
Under Consumer Protection Law Article 11, remedies for defective goods may include rescission and refund, proportionate reduction, free repair or replacement with a non-defective equivalent, subject to the statutory conditions. Defects appearing within six months of delivery are presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or defect.
Incorrect composition labels, colour running, shrinkage or seam failure may require factual examination; their presence does not automatically establish the cause. Retain the order, product description, photographs and correspondence.
5. Disputes and practical policy
Consumer arbitration committees handle claims within the applicable monetary limits, which are updated annually. For court proceedings, assess mandatory mediation and its exceptions under Article 73/A: disputes within the committee's jurisdiction and objections to its decisions are among the exceptions. Check the current threshold and claim type.
A seller may offer a longer voluntary return period, while preserving statutory protections. State deadlines, the return channel, costs, exceptions and complaint contact clearly, and keep records in line with data-protection and retention requirements.
Series
Previous: distance sales contracts and preliminary information. Next: marketplaces and intermediaries.
Official sources
Ministry of Trade: distance contracts; Distance Contracts Regulation.
Reviewed 29 October 2026. General information on Turkish law; individual transactions and current rules require assessment.