Defective, Missing, Wrong or Damaged Product Process | from all
Defective, Incomplete, Wrong, Counterfeit or Damaged Product Process
Last updated date: 14.07.2026
Text version: 1.0
Platform: allbazaardan.com
1. Purpose and scope
This page covers a product purchased through allbazaardan.com that:
does not comply with the sales contract,
does not match the description or image on the product page,
is sent incorrectly or incompletely,
does not work,
damaged delivery. It explains the notification, examination and solution process to be applied in case of
counterfeit or contrary to the declaration of authenticity,
carrying a security risk
.
This process is applied together with the consumer protection provisions in force in consumer transactions in Turkey. In commercial transactions where the buyer is not a consumer, the relevant sales contract, Turkish Code of Obligations, Turkish Commercial Code and other applicable rules are taken into account.
In cross-border sales, the inalienable consumer rights of the buyer in the country of residence or delivery are reserved.
2.What is a defective or non-contractual product?
If the product does not comply with the sample or model agreed upon by the parties at the time it is delivered to the consumer, or does not objectively have the features it should have, it may be considered as defective goods.
The following situations may also constitute a violation of the contract:
the product does not have the features specified on the website, advertisement, packaging, label or user manual,
notified by the seller. does not comply with quality, performance or technical specifications,
does not meet the normal intended use of the product,
significantly reduces the benefit reasonably expected by the consumer,
incorrect or incomplete assembly,
faulty installation of the product due to an error in the assembly instructions,
delivery of the product within the time agreed in the contract.
In Turkey, these situations can be evaluated within the scope of defective goods or non-contractual performance provisions.
3. Main problems within the scope of this process
A request can be created on the platform in the following cases:
3.1. Non-functional or defective product
The product does not work at all, malfunctions during normal use, or does not perform the promised basic function.
3.2. Wrong item
Different from what was ordered:
brand,
model,
colour,
size,
measurement,
capacity,
variant,
item code
sending.
3.3. Missing product or part
Less product than the ordered quantity must be sent or must be included in the product box:
part,
accessory,
cable,
adapter,
user manual,
warranty Missing elements such as document,
assembly element
.
3.4.Damaged product
The product is:
broken,
cracked,
dented,
scratched,
torn,
wet,
deformed It should be delivered in a condition where
the packaging is seriously damaged
.
3.5. Sending a used product
The product sold as new must bear indications that it is a used, display product, returned product or refurbished product.
3.6. Product that does not match the description
The product does not have the essential features, materials, ingredients, origin, performance, compatibility or intended use declared on the product page.
3.7. Counterfeit product or product contrary to the declaration of authenticity
The product advertised as an original, licensed or authorized dealer product does not comply with these declarations.
3.8. Unsafe product
Product:
electric shock,
fire,
poisoning,
injury,
drowning,
child safety,
chemical poses a serious risk in terms of risk,
hygiene,
expiration date
or lack of mandatory safety information.
3.9. Label and content problem
On the product's label, packaging or documentation:
incorrect ingredient information,
missing warning,
deleted or expired expiration date,
incorrect quantity,
incorrect manufacturer or importer information,
incomplete conformity. sign
presence.
4.Checks that can be made when receiving the product
The buyer must check, to the extent possible during delivery:
the outer packaging,
the number of products,
visible damage in the box,
whether the product is the correct product,
the product code on the package
It is recommended.
If there is visible crushing, tearing, wetting or opening in the package, the carrier officer may be asked to prepare a damage or condition report.
However, the fact that the carrier report is not prepared does not automatically eliminate the legal rights of the consumer regarding the defective, incorrect, incomplete or damaged product.
In distance sales, the seller is, as a rule, responsible for the loss and damage that occurs until the product is delivered to the consumer or the person designated by the consumer. Situations in which the consumer chooses a carrier other than the carrier offered by the seller are also evaluated.
5. Recommended actions when the problem is noticed
When the problem is noticed:
Stop using the product if there is a safety risk.
Preserve the product and packaging in their current state as much as possible.
Take photos or videos that clearly show the entire product and the problem.
Product label, serial number, IMEI, barcode or model information. record it.
Indicate the contents of the box and any missing parts.
Keep the invoice, delivery document and shipping label.
Note when the problem was first noticed.
Clearly state in the request the remedy you wish to use.
Photos, videos, service reports or cargo reports may facilitate inspection. However, the user cannot be prevented from creating a demand by requesting documents that are irrelevant or disproportionate to the nature of the product.
6.Creating a request
The buyer can create his request through the following channels:
order detail in the customer account,
return or after-sales support form,
online support system,
[email protected] address,
[email protected] KEP address,
other permanent data storage channels offered on the platform.
The request should contain the following information, if possible:
order number,
product name,
seller information,
problem type,
description of the problem,
date the problem was noticed,
product serial or model number,
photo or video,
carrier if available. minutes,
consumer's preferred solution.
Telephone calls can be used for support purposes. However, in order to prove the request, it is recommended to use a channel that can create a record such as an order account, form, e-mail or KEP.
7. Platform's request system
allbazaardan.com, in terms of distance contracts established through the platform, allows consumers to:
delivery complaint,
withdrawal notification,
termination of the contract,
refund request,
transaction record request,
contact with the seller. It keeps the system accessible for transmitting and tracking other notifications
regarding the transaction made.
The request is forwarded to the relevant seller without delay. The stages of opening, transmitting, answering and finalizing the request can be recorded.
In Turkey, electronic commerce intermediary service providers must establish a system of this nature, keep it open uninterruptedly and forward the requests to the seller immediately. There is also an obligation to keep relevant transaction records for three years.
8.Directing the demand to the real seller
For products sold by an independent seller, the demand is directed to the real seller shown in the order.
If the seller of the product is Aydın Kaydin Private Business, the demand is evaluated directly by the business.
Redirecting the seller does not eliminate the platform's responsibilities arising from the legislation or its own transactions.
The platform specifically:
the demand tracking system It fulfills its obligations under the current legislation in terms of its operation,
accuracy of the information entered by the platform,
platform advertisements and campaigns,
preliminary information process,
situations regarding the refund of the fees collected by itself,
unlawful or unsafe product notifications
.
9. Optional rights of the consumer
If it is understood that the product is defective, the consumer can choose one of the following rights:
9.1. Withdrawing from the contract
The consumer can withdraw from the contract by stating that he is ready to return the product and request a refund of the price he paid.
9.2. Price reduction
The consumer may keep the product and request a discount from the sales price in proportion to the defect.
9.3. Free repair
Unless it requires an excessive expense, the product may be requested to be repaired free of charge, with all costs borne by the responsible party.
9.4. Replacement with a non-defective product
If possible, the product may be requested to be replaced with a non-defective product.
As a rule, the seller is obliged to fulfill the request chosen by the consumer. In cases where free repair or replacement creates disproportionate difficulties for the seller, the consumer may exercise one of the rights to withdraw from the contract or reduce the price.
10. The seller cannot choose a solution on behalf of the consumer
If the consumer has requested a refund or replacement, the seller cannot unilaterally direct the consumer to repair only unless there are legal conditions.
Similarly, if the consumer has chosen free repair, paid repair cannot be applied without an examination and without informing the consumer.
If the request needs to be changed, the legal and technical justification is explained to the consumer.
11.Sending the wrong product
When the wrong product is delivered, the consumer can request:
the correct product to be sent,
replacement of the product with a defect-free product,
returning from the contract and a refund,
price reduction, if there are conditions.
Return costs of the wrong product sent. It is not borne by the consumer.
The seller cannot demand that the consumer pay for a new product before taking back the wrong product.
12. Missing product or missing part
In case the ordered product quantity or box content is missing, the consumer may request:
shipment of the missing product or part,
replacement of the product with a new one,
appropriate price discount,
returning from the contract if the deficiency is significant
If the subsequent sending of the missing part does not meet the solution chosen by the consumer, the consumer cannot be forced to another solution.
13. Damaged product
If it is understood that the product was damaged during cargo or delivery, the claim can be examined together with the seller and, if necessary, the carrier.
The seller cannot eliminate his own responsibility by directing the consumer directly to the carrier by simply saying "the cargo company is responsible".
In terms of the sales relationship between the consumer and the seller, it is primarily the seller's obligation to deliver the product in accordance with the contract.
The recourse or compensation relationship between the seller and the carrier is the consumer's responsibility. should not unnecessarily delay the exercise of their optional rights.
14. Burden of proof
In Turkey, defects that occur within the first six months after delivery to the consumer are considered to be present on the delivery date.
As a rule, the burden of proving that the product is not defective during this period belongs to the seller. This presumption may not be applied in cases that are incompatible with the nature of the product or the defect.
The expiration of the six-month period does not mean that the consumer's rights regarding the defective goods have completely ended. The source of the defect and the evidence presented by the parties are evaluated together.
15.Technical review
Whether the problem in electronic, mechanical or technical products is caused by:
manufacturing error,
part failure,
transportation damage,
assembly error,
software or compatibility problem,
user error
A technical examination may be carried out to determine whether the product is valid or not.
Inspection:
cannot be used to unnecessarily delay the consumer's rights,
dissuade the consumer from his/her request,
automatically infer user error,
to impose excessive costs on the consumer.
The result and justification of the examination. It is clearly communicated to the consumer.
16. Claim of user error
If it is claimed that the product was used contrary to the user manual, this claim must be explained in connection with the product and the malfunction.
The claim of usage error in products covered by warranty must be based on a report in accordance with the relevant legislation. A copy of the prepared report must be given to the consumer. The consumer may object to the report through a consumer arbitration committee, expert review or other legal means.
17. Sending the product for review
If the product needs to be sent for physical inspection, the user will be given:
shipping address,
return or service code,
carrier to be used,
packing instruction,
accessories to be delivered,
approximate process.
stages are notified.
The consumer can be informed about backing up his/her personal data or removing it from the device before sending the product.
Since there may be a possibility of data loss during technical inspection of mobile phones, computers, tablets, cameras and other devices that store data, the user is presented with an appropriate backup warning.
18.Expenses of optional rights
Necessary expenses incurred due to the exercise of the optional right regarding defective goods are covered by the party responsible for fulfilling the right chosen by the consumer.
These expenses are covered by the situation. It may cover:
cargo,
transportation,
labor,
parts,
service,
dismantling,
re-installation
expenses.
The consumer is charged within the scope of the right to free repair. No charge can be made for labor, replaced parts or under any other name.
19. Repair and replacement period
If the consumer chooses the right to free repair or replacement with a defect-free replacement, the request must be fulfilled, as a general rule, within thirty business days from the date it is directed to the seller, manufacturer or importer.
For products within the scope of the After-Sales Services Regulation, the maximum product-specific repair period may be applied.
If the request is not met on time, the consumer has other optional rights. can use.
20. Price refund and price discount
If the consumer has chosen the right to withdraw from the contract, the price paid; If the customer has chosen the right to a price discount, the discount amount must be refunded immediately.
Refund:
in accordance with the instrument the consumer paid,
without incurring additional costs to the consumer,
taking into account the technical processes of the payment institution and the banking system.
21. Difference between warranty and defective goods rights
Warranty rights and optional rights regarding defective goods are different from each other.
Expiration of the warranty period or absence of a warranty certificate does not automatically eliminate the consumer's other legal rights regarding the defective goods, depending on the characteristics of the concrete case.
An invoice or receipt may not replace the warranty certificate. For products requiring a warranty certificate, the document must be given to the consumer in writing or in a permanent data recorder.
22.Legal liability period
In Turkey, unless a longer period is specified in another law or contract, liability for defective goods is generally subject to a two-year statute of limitations from the delivery of the product to the consumer.
The liability period for second-hand product sales, except for those purchased with knowledge of the defect, cannot be less than one year.
If the defect is concealed by gross negligence or fraud, general limitation limitations do not apply.
These periods are not guaranteed. should not be confused with duration. Longer periods may apply depending on the type of product, specific legislation or a longer commitment by the seller.
23. Products whose defects have been previously disclosed
If a certain defect of the product has been notified to the consumer in a clear, understandable and provable manner before the sale, the consumer may not benefit from the defective goods provisions only in respect of this defect that he knows and accepts.
However:
other undisclosed defects,
product safety deficiencies,
technical regulations The consumer's rights continue in terms of irregularities,
problems hidden by the seller
.
Products that do not comply with technical regulations or are unsafe cannot be made compliant with the law even by disclosing the defect.
24. Suspicion of counterfeit product
In case there is reasonable suspicion that the product is fake, imitation or contrary to the declaration of authenticity, the platform may:
temporarily remove the product advertisement,
stop new orders,
request an invoice and supply document from the seller,
examine brand or authorization documents,
check similar orders.
may impose temporary restrictions on the seller's account,
may notify the rightful owner or competent authorities when necessary.
In case the suspicion of counterfeit products is confirmed, the consumer's rights to refund, exchange, compensation and other legal rights are reserved.
25.Unsafe product process
If the product poses a serious health or safety risk, the user should:
Stop using the product immediately.
If possible, safely disconnect the product from the energy, fuel or power source.
Keep the product away from children and people at risk.
The product should not be thrown away haphazardly or otherwise. should not give it to the person.
It should notify the platform and the real seller.
The platform may remove the product with security doubts during the investigation period; may request information from the relevant seller, manufacturer or importer and cooperate with authorized institutions.
E-commerce is included in product safety inspections within the scope of Law No. 7223; Discontinuation of sale, recall and recall measures may be applied for unsafe products.
26. Recalled products
In case a product is recalled by the manufacturer, importer or authorized institution, the platform can:
stop the relevant advertisement,
inform the users who purchased the product,
request a transaction plan from the seller,
monitor the return, exchange or refund process,
record the necessary transaction records with the authorized person. can submit it to the authorities.
The user must follow the instructions in the recall notice and should not continue using the product.
27. Food, cosmetics and products with an expiration date
The following situations are also examined for food, cosmetics, health-related products or goods with an expiration date:
the expiration date has passed,
the date appears to have been deleted or changed,
the packaging seal is damaged,
the product has an unusual odor, color or structure.
signs indicating non-compliance with storage conditions,
absence of mandatory ingredient or allergen information.
Products with suspected health risks should not be used or consumed.
28.Devices containing personal data
Before phones, computers, tablets, smart watches, cameras or data storing products are returned or sent to service, the user must:
back up personal data,
sign out of accounts,
if necessary to remove the screen lock, act only in accordance with the service instructions,
SIM and memory cards. It is recommended to remove,
manage device discovery and activation locks
.
The platform, seller and service provider should access personal data on the product only to the extent required by the technical process.
29. Rejection of the request
In case the request is rejected, the user will be informed, to the extent possible:
reason for rejection,
technical examination result,
service report, if any,
documents and findings taken into account,
objection or re-examination method,
legal legal basis that can be applied for. ways
are notified.
It is essential not to give unjustified rejections with general expressions such as "user error", "refund not accepted" or "service refused".
30. Re-examination and objection
If the user does not agree with the decision:
request a re-examination through the platform,
request a detailed report from the seller,
apply to the manufacturer or importer,
may submit an authorized service or independent expert opinion,
consumer arbitrator can apply to the board,
consumer court,
relevant product safety institutions
.
The authorized application authority may change depending on the value and nature of the dispute. Since the monetary limits of the consumer arbitration committee are updated every year, the amount in effect at the date of application is taken as basis.
31.Compensation rights
The consumer may also claim compensation for the damage he suffered in accordance with the provisions of the Turkish Code of Obligations, together with one of his optional rights, when the conditions are met.
In case the unsafe product causes death, injury or other property damage, product safety and general liability provisions may also be applied.
32. Cross-border orders
Orders can be placed through allbazaardan.com from sellers located in different countries.
In cross-border transactions:
delivery country,
seller's place of residence,
product category,
warranty scope,
import and customs. rules,
local consumer legislation
are taken into account.
This policy does not limit the mandatory consumer rights of the buyer in the country of residence or delivery.
Transportation and customs procedures may differ in international return processes. However, the seller or the platform cannot impose excessive transactions or costs that would render the consumer's mandatory rights inapplicable.
33. Commercial buyers
Rights of buyers who purchase the product for commercial or professional purposes and who are not consumers:
contract with the seller,
Turkish Code of Obligations,
Turkish Commercial Code,
international sales rules,
applicable country law
also within the scope of
Optional rights and periods specific to consumers may not be automatically applied to non-consumer transactions.
34.Preventing abuse
The platform, without preventing the exercise of consumer rights:
sending different products,
reducing product parts,
submitting false documents,
intentional damage to the product,
more than one return request for the same product,
account or payment may conduct an investigation on suspicion of fraud
.
An abuse investigation should be based on objective data and should not unnecessarily delay real consumer demands.
35. Storage of records
The platform may store the following records for dispute resolution, transaction security and compliance with legislation:
request form,
order information,
version of the product advertisement on the order date,
photos and videos,
seller replies,
service reports,
cargo records,
return and refund records,
demand status changes,
user and seller notifications.
Records are kept only for the period required by legal obligations, statute of limitations, proof and security purposes. is kept.
36.Important statement about the nature of the marketplace
allbazaardan.com is a multi-seller electronic commerce marketplace.
The real seller of a product:
on the product page,
in the cart,
at the payment step,
in the preliminary information form,
distance sales. It is shown in the contract,
invoice,
order details
.
The seller may be Aydın Kayydın Private Business or an independent seller registered on the platform.
For products offered by an independent seller, the product's:
compliance with the contract,
descriptions and images. The primary responsibility for accuracy,
originality,
safety,
preparation,
invoice,
delivery,
warranty and after-sales services
belongs to the real seller and the responsible manufacturer or importer according to the legislation.
However, this statement does not apply to the platform's:
establishing the consumer demand system,
transmitting the demands to the seller,
preliminary information,
product or contract information entered by itself,
platform advertisements and campaigns,
legal legal regulations regarding payment and refund. responsibilities,
interference with unsafe and unlawful products,
record keeping,
protection of personal data
obligations.
37.Failure to limit rights General statements such as "there is no",
"the responsibility belongs only to the cargo company"
do not eliminate the consumer's rights arising from the mandatory legislation.
Each request is evaluated according to the nature of the product, the type of problem, the right chosen by the consumer and the conditions of the concrete case.
38. Relationship of the policy with other texts
This page:
withdrawal and return policy,
distance sales contract,
preliminary information form,
warranty conditions,
product safety policy,
seller It does not replace the
contract.
In case there is a provision that conflicts with these texts, the consumer's rights arising from the mandatory legislation shall be applied first.
39. Changes
This process may be updated according to platform features, payment and cargo services used, or changes in legislation.
Special information to be applied to the order is determined according to the product registration presented to the user on the order date, preliminary information form, distance sales contract and the current mandatory legislation.
40.Business and contact information
Platform: allbazaardan.com
Service model: Multi-vendor electronic commerce and online marketplace platform
Electronic commerce tool service provider and legal operator: Aydın Kaydin Sole Proprietorship
Tax number: 5370203844
Address: Hamzabey Mahallesi, Karacabey Caddesi No:25/7, Mustafakemalpaşa / Bursa 16500, Turkey
Phone: +90 535 920 73 78
E-mail: [email protected]
KEP: [email protected]
Digital support, wrong or missing product, damaged delivery, defective product, refund, product safety and Other after-sales requests can be submitted at any time through online channels.
Telephone and live support services are offered according to the current support calendar published on the platform.