Returns and Withdrawal Policy

1. 14-Day Right of Withdrawal

As a consumer, you have the right to withdraw without giving any reason within 14 (fourteen) days of receiving the product. Where products are delivered separately, the period runs from the delivery date of the last product.

2. Escrow Refund Protection

Unlike traditional marketplaces, on Komshia your payment is held in the escrow account until you confirm delivery or the confirmation period expires. For returns and disputes initiated before delivery confirmation, the money is already in escrow, so no funds need to be recovered from the seller — the refund is made directly from escrow.

For withdrawals initiated after delivery confirmation, the refund is covered from the seller’s account; the Platform monitors the process end to end.

3. Return Process Steps

• Step 1 — Request: select the order under "Account → My Orders" and create a return/withdrawal request, or write to info@komshia.com.
• Step 2 — Confirmation: your request is registered and you receive a return tracking number and the seller’s return address.
• Step 3 — Shipping: send the product with its invoice and all parts within 10 days to the address provided; enter the courier tracking number on the Platform.
• Step 4 — Inspection: after receiving the product, the seller checks its conformity with the return conditions (maximum 3 business days).
• Step 5 — Refund: the price is refunded within 14 days at the latest, by the payment method you used (via Stripe/iyzico).

4. Return Conditions

• The product must be in resaleable condition, unused and undamaged (reasonable inspection excepted).
• Original packaging, labels, accessories and any gifts must be returned complete.
• The invoice or order number must be included in the return package.

5. Products Excluded from Withdrawal

• Custom-made/personalised products,
• Perishable food and agricultural products,
• Unsealed hygiene and cosmetic products,
• Unsealed software, audio and video recordings.

6. Defective or Wrong Product

If the product arrives damaged, defective or different from your order, do not confirm delivery; open a dispute from the order page and document it with photos/videos. In this case the 14-day condition does not apply, the return shipping cost is borne by the seller, and the refund is made from escrow.

7. Return Shipping Cost

For withdrawal returns, the return shipping cost is borne by the buyer unless the seller has committed otherwise on the product page. For defective, damaged or wrong-product returns, the shipping cost is always borne by the seller.

8. Refund Time and Method

Refunds are made within 14 days at the latest from receipt of your withdrawal notice and always by the payment method used for the order. Your bank/card provider may need an additional 2-10 business days to post the refund. For TRY payments, the refund is made at the TRY amount fixed at the time of ordering.

9. Returns on B2B Orders

The consumer right of withdrawal does not apply to orders placed as a merchant; returns and disputes are resolved under the order terms, any agreement between the parties and the Platform’s dispute process. Escrow protection applies equally to B2B orders.

10. Contact

For any questions about returns and withdrawal, write to info@komshia.com. Requests are answered within 48 hours at the latest.