TRENDYOL GLOBAL MERCHANT REVENUE PROTECTION

GLOBAL RETURN & REFUND POLICY (MERCHANT PORTAL)

Trendyol is committed to maintaining a trustworthy, high-velocity global marketplace. To protect both consumer experience and merchant ecosystem integrity, all returns, order cancellations, and refund clearings are strictly governed by the localized operational protocols detailed below.

1. CONSUMER RETURN RIGHTS & WINDOWS

• 1.1 Standard Return Window: Global consumers are granted a statutory period of fourteen (14) calendar days from the verified date of carrier delivery to initiate a return request for eligible products.

• 1.2 Return Condition Thresholds: To qualify for a platform-approved refund, returned items must be reverted in their original, unaltered condition, featuring all initial manufacturing tags, uncompromised product packaging, and accompanying documentation.

2. REFUND PROCESSING & CAPITAL ESCROW STATUS

• 2.1 Escrow Hold Mitigation: When a consumer places an order, the corresponding transaction volume is securely held within the Trendyol Global Escrow Account to safeguard consumer protection metrics.

• 2.2 Settlement Reversal: In the event of a valid consumer return or cancellation, the platform’s financial clearing node will reverse the escrow holding. The capital will be systematically refunded to the buyer’s original payment method, and the pending payout ledger for the respective merchant will be adjusted accordingly.

3. MERCHANDISE DISPUTE RESOLUTION & RESPONSIBILITY

• 3.1 Merchant Defect Liability: If a return is triggered by verified merchant non-compliance (such as shipping defective merchandise, incorrect inventory size allocation, or counterfeit item description mismatches), the Merchant assumes 100% financial liability for all associated cross-border logistics costs and processing overheads.

• 3.2 Discretionary System Verification: Our Global Disputes & Risk Management Department acts as the sole arbiter in evaluating consumer claims. Merchants are required to maintain pristine fulfillment documentation to submit evidence during system-generated dispute audits.

4. ORDER CANCELLATION & TEMPORARY CAPITAL LOCKS

• 4.1 Mid-Transit Cancellation Restrictions: Once an order status progresses past the initial verification phase and enters the specialized logistics routing queue, the order cannot be unilaterally canceled by either the buyer or the merchant.

• 4.2 Processing Extensions: During instances where unexpected supply chain node interruptions or clearing channel bottlenecks occur, the platform reserves the right to enforce a temporary hold on the order status to allow sufficient operational duration for capital stabilization and route clearing.

5. SYSTEM-WIDE INDEMNIFICATION ON MARKET CONSTRAINTS

• 5.1 Conversion and Routing Fluctuations: Trendyol exercises zero liability for operational variances, temporal currency conversion spreads, or institutional processing latency caused by local fiat bank gateways or third-party digital settlement applications during the liquidation of reversed or refunded balances.