Legal Infrastructure for E-Commerce Websites

Before an e-commerce website or mobile app goes live, the legal infrastructure for selling must be in place: the pre-contractual information form, the distance sales contract, right of withdrawal processes, terms of use and personal data texts. We make sure your online sales channel is set up in line with these obligations, prepare your texts and review your order flow against the legislation.

What is a distance sales contract?

A distance sales contract is a contract concluded between a seller and a consumer without being physically together, using means of distance communication such as the internet, phone or an app. It is subject to Law No. 6502 on Consumer Protection and the Distance Contracts Regulation.

Before the contract is concluded, the consumer must be informed through a pre-contractual information form about the seller’s identity, the main features of the product, the total price including taxes, delivery and payment terms and the right of withdrawal. It must be confirmed that the consumer has read and approved this information before completing the order.

What is the right of withdrawal?

The right of withdrawal is the consumer’s right, in distance contracts, to withdraw from the contract within fourteen days without giving any reason and without paying a penalty. For sales of goods, the period starts on the day the goods are received. The seller must refund the payment within fourteen days of receiving the notice of withdrawal.

The right of withdrawal does not apply in the cases listed in the regulation, such as goods made to the consumer’s specifications, perishable goods and digital content supplied immediately with the consumer’s consent. These exceptions must be clearly notified to the consumer in advance.

Scope

Preparing the pre-contractual information form, the distance sales contract and return and withdrawal policies
Preparing terms of use, the membership agreement, the KVKK privacy notice and the cookie policy
Reviewing the order, payment and confirmation flow for compliance
Registration with the Electronic Commerce Information System (ETBİS) and display of corporate information on the site

How We Work

Reviewing the products and services sold, the sales channels and the business model
Reviewing the order flow screen by screen
Preparing contracts, information texts and policies
Designing withdrawal, return and complaint processes together with customer services
A final check before launch and updates when things change

Team

Zeynep Nur Çivicik Partner

Hasan Çakan Partner

Frequently Asked Questions

How quickly must we deliver an order?

Under the Distance Contracts Regulation, the seller must deliver the order within the period it has committed to and in any case no later than thirty days from receiving the consumer's order. If it is not delivered within this period, the consumer may terminate the contract.

Can we charge the consumer for return shipping?

Not since 1 January 2026. If the consumer returns the goods via the return carrier stated in the pre-contractual information, they cannot be charged return costs; if no carrier was stated, no return cost may be charged either. If the carrier has no branch where the consumer is located, the seller must collect the goods at no extra cost. The return carrier should therefore be stated clearly in the pre-contractual information.

Do these rules also apply to sales to business customers?

No. Distance selling and right of withdrawal rules apply to sales to consumers, that is, people acting for purposes outside their trade or profession. Sales to companies are subject to general contract law; if the site serves both types of customer, the processes need to be separated.

Is ETBİS registration mandatory?

Yes. Service providers selling online and marketplaces must register with the Ministry of Trade's Electronic Commerce Information System (ETBİS) and keep their registration information up to date.

Would you like to discuss this service? Schedule a meeting with us — the first meeting is free of charge.

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