Distance Sales Contract (Mesafeli Satış Sözleşmesi)
Definition
A distance sales contract (mesafeli satış sözleşmesi) is the legally required agreement between a Turkish online store and a consumer for any sale made without face-to-face contact. It records the parties, the product, the price, delivery and payment terms, and the consumer's 14-day right of withdrawal, under the Consumer Protection Law and the Distance Contracts Regulation. The customer must accept it before paying, and the store must keep a copy.
Why it matters for your store
Without a properly accepted contract, the consumer's withdrawal period can extend well beyond 14 days and the sale is open to challenge. With one, both sides know the terms: what was bought, at what price, when it ships, and how it can be returned. In a dispute, a chargeback, or a consumer arbitration case, the accepted contract is the store's primary evidence.
The contract must be specific to the order, not a generic page. It must be shown before payment, accepted with an action the customer takes (an unticked box), and kept in the form the customer saw it. A template that changed after the order was placed does not prove what was agreed.
This page is general information, not legal advice.
How Kambloo handles it
Kambloo generates the distance sales contract and the preliminary information form for every order from your store and company details and the order data, so each document names the actual products, prices, and delivery terms. Before the payment step, both are shown with an unticked consent box the customer must check.
At acceptance, the exact text is stored as a snapshot with the timestamp and IP address on the order, and it is attached to the order confirmation email. The snapshot is kept with the order's invoice chain, so in an audit or dispute the contract, the invoice, and the delivery record are together.
Returns within the withdrawal period start from the customer's account and follow an approval and refund flow. A template library covers the contract and related legal texts, with a reminder that they should be reviewed by your own adviser.
Questions about Distance Sales Contract (Mesafeli Satış Sözleşmesi)
What must a distance sales contract include?
Seller identity and contact details, the product and its main features, the total price with taxes, delivery cost and time, payment method, the right of withdrawal and how to use it, and the dispute resolution route. It is generated from the order, so each contract is specific to that sale.
How long must I keep the accepted contract?
For the legal retention period, and long enough to prove acceptance in a dispute. Kambloo stores a snapshot of the exact text with the acceptance time and IP address on every order.