SASAHUB — Refund & Return Policy
v1.1
Section 1. General Provisions
1.1. Purpose of the Policy
This Refund & Return Policy establishes uniform rules for cancellation, return of goods, termination or correction of works and services, return of digital products, and monetary refunds in connection with the use of SASAHUB. The Policy applies without prejudice to mandatory rights granted by applicable law.
1.2. Operator and Role of the Platform
The operator of SASAHUB is SHAMUS E-TİCARET LOJİSTİK VE GIDA TİCARET LİMİTED ŞİRKETİ. Unless otherwise required by law, a separate agreement or a specific service, the Operator provides electronic-commerce infrastructure and does not automatically become the seller, buyer, carrier, expert or contracting party to every Transaction. This allocation of roles does not release the Operator from mandatory duties imposed by law on an electronic-commerce platform or intermediary service provider.
1.3. B2B and B2C
The Policy applies to B2B and B2C Transactions according to the nature of the particular relationship. Mandatory consumer-protection rules apply to consumer distance contracts. In commercial B2B Transactions, the grounds, time limits, costs and procedures for returns are determined primarily by the contract, commercial terms and applicable law.
1.4. Related Documents
This Policy applies together with the Terms of Service, Buyer Policy, Seller Policy, Payment Policy, Privacy Policy, Product Safety Policy, Dispute Resolution & Complaints Policy and other officially published SASAHUB documents. A document that has not yet been approved and published does not by itself create obligations for a User.
1.5. Applicable Law
For Transactions governed by the law of Türkiye, relevant rules include, among others, Law No. 6502 on Consumer Protection, distance-contract legislation, Law No. 6563 on the Regulation of Electronic Commerce, and other applicable rules. Where a mandatory rule provides a higher level of protection, that rule prevails over this Policy.
Section 2. Definitions
2.1. Buyer, Seller and Consumer
Buyer means a User who purchases or intends to purchase goods, works, services or a digital product. Seller means a User offering the relevant goods or services. Consumer means a natural person acting for purposes outside a commercial or professional activity where this follows from applicable law.
2.2. Return and Refund
Return means returning goods or terminating or correcting performance under a Transaction. Refund means returning all or part of the money paid. These procedures are related but are not legally identical.
2.3. Right of Withdrawal
Right of withdrawal (cayma hakkı) means the statutory right of a Consumer to withdraw from a distance contract within the prescribed period without giving a reason and without a penalty, unless a lawful exception applies.
2.4. Digital Product and Subscription
A digital product includes digital content, software, a licence, downloadable file, access to a service, API or other intangible item. A subscription means paid access for a fixed term or a periodically renewable term.
2.5. Claim and Evidence
A claim means a request for return, refund, replacement, repair, price reduction or another remedy. Evidence may include an order, contract, correspondence, photographs, video, transport, payment and technical records, and system logs admissible under applicable law.
Section 3. Scope and Mandatory Rights
3.1. Commercial B2B Transactions
In B2B Transactions, purchasing goods or services online does not by itself create an automatic right of return. Grounds, deadlines, costs and procedures are determined by the contract, commercial terms, agreed Incoterms® and applicable law.
3.2. Consumer Distance Transactions
Where the Buyer is a Consumer and the contract is a distance contract, mandatory consumer guarantees apply. For Türkiye, this generally includes a 14-day right of withdrawal without stating a reason, unless the relevant category falls within a statutory exception.
3.3. Defects and Non-Conformity
Rights arising from a defect, non-conformity with description or improper performance exist independently from an ordinary right of withdrawal. Expiry of a voluntary return period does not eliminate warranties or remedies granted by mandatory law.
3.4. Special Categories
Specific statutory exceptions may apply to perishable goods, personalised goods, certain hygiene products, certain services and digital content. An exception applies only where the statutory conditions are met and cannot be created by an internal SASAHUB rule contrary to law.
Section 4. General Return Rules
4.1. Grounds
A return or other remedy may be based on law, contract, non-conformity of goods or services, impossibility of performance, agreement between the parties or another lawful reason. A mere change of commercial decision in a B2B Transaction does not create an unconditional right of return.
4.2. Remedies
Depending on the law and the breach, available remedies may include repair, replacement, supplementary delivery, repeat performance, price reduction, credit note, partial refund or full refund. Proportionality must not restrict a remedy that a Consumer is entitled to choose under a mandatory rule.
4.3. Condition of Goods
The Buyer should reasonably preserve the goods and evidence of their condition until the matter is resolved. A requirement for original packaging, tags or completely unused condition applies only to the extent lawful and may not deprive a Consumer of mandatory rights.
4.4. Return Costs
Transport, packaging, inspection, storage and customs costs are allocated according to the cause of return, the contract and mandatory rules. Special consumer-protection rules apply to consumer distance contracts.
4.5. Abuse Prohibited
Fictitious claims, substitution of goods, manipulation of evidence, double recovery and other fraudulent conduct are prohibited. A suspicion of abuse does not by itself justify rejecting a lawful consumer claim without an objective review.
Section 5. Return of Goods
5.1. Non-Conformity and Defects
Where goods are defective, supplied in an incorrect quantity or assortment, incomplete, or do not correspond to the description, the Buyer may seek remedies available under law or contract. The Seller must review the claim without undue delay.
5.2. Inspection and Expert Review
Assessment may use visual inspection, photographs or video, serial numbers, acceptance records, independent expert review or laboratory testing. Inspection costs are allocated according to law, contract and the outcome of the review.
5.3. Return Shipment
A return should use a method that allows handover to be evidenced and, where reasonable, the shipment to be tracked. For international returns, the parties should agree in advance on the return address, carrier, export/import documents and allocation of costs.
5.4. Risk During Return
Risk of accidental loss or damage during return transport is determined by the contract, applicable law, the selected carrier and, for international trade, agreed Incoterms® to the extent relevant to the return movement.
Section 6. Works and Services
6.1. Improper or Incomplete Performance
If work or a service has not been performed, has been performed only in part, or contains material defects, remedies provided by law and contract apply. Mere dissatisfaction with subjective expectations is not an independent ground for refund where the agreed requirements were met.
6.2. Staged Performance
For staged performance, a dispute and any refund may relate only to the affected stage unless the breach makes the entire performance useless. Properly completed and accepted stages are taken into account when calculating any refund.
6.3. Available Solutions
Solutions may include remedying defects, repeat performance, correction of the result, price reduction, termination of the remaining service, or a full or partial refund. The appropriate solution is determined by mandatory law, the contract and the nature of the breach.
Section 7. Digital Products and Subscriptions
7.1. Digital Content
Whether a digital product may be returned depends on whether access was provided, performance began, the Consumer gave any prior consent required by law for immediate performance, and the Consumer acknowledged any resulting loss of a withdrawal right. Those conditions are not presumed automatically.
7.2. Technical Problems
If paid access is objectively not provided or the product materially fails to match the stated characteristics, the parties should seek to restore access, cure the defect or provide a replacement, where doing so does not restrict a mandatory right to a refund.
7.3. Subscriptions
Disabling automatic renewal stops future charges according to the tariff and applicable law, but does not by itself create a refund for a period already supplied. Special withdrawal and termination rules apply to Consumers where mandatory.
Section 8. Consumer Right of Withdrawal
8.1. Period
For distance contracts governed by Turkish consumer law, the Consumer generally has 14 days to withdraw without giving a reason or paying a penalty. For services, the period generally runs from conclusion of the contract; for goods, from receipt by the Consumer or a designated third party, subject to special statutory rules.
8.2. Notice
Where required by law and technically applicable, SASAHUB provides an electronic channel through which a Consumer can submit and track a withdrawal notice and related requests. The method used must allow the content and date of the notice to be established.
8.3. Refund to the Consumer
For consumer distance Transactions in Türkiye, the Seller returns amounts required by law within the applicable statutory period; current rules generally require refund within 14 days after receipt of the withdrawal notice. The refund is made in the manner required by law and the payment provider’s rules without imposing a less favourable instrument on the Consumer.
8.4. Return of Goods by the Consumer
The Consumer returns the goods within the period and using the method required by applicable law and the pre-contract information. Where the law specifies a designated carrier or special allocation of return-shipping costs, those rules apply.
8.5. Exceptions
The right of withdrawal does not apply in cases expressly provided by law. Where required, the Seller clearly informs the Consumer of an applicable exception before the contract is concluded. Exceptions are interpreted narrowly.
Section 9. Monetary Refunds
9.1. Basis and Amount
The amount refunded is determined by the legal basis, the amount actually paid, the extent of performance, lawful deductions and mandatory rules. Compensation must not result in double recovery for the same loss.
9.2. Refund Method
Unless law or the payment provider requires otherwise, a refund is generally sent to the original payment instrument. Platform credit, a bonus or a credit note may replace a monetary refund only where there is a lawful basis or valid consent of the recipient.
9.3. Settlement Time
After a refund is duly initiated, actual crediting may depend on the bank, acquirer, payment institution, currency conversion and international settlement procedures. SASAHUB may communicate a known status but does not guarantee time periods controlled by an independent payment provider.
9.4. Fees and Exchange Differences
Refundability of fees and exchange-rate differences is determined by law, the reason for the refund, payment-provider rules and the Transaction terms. Mandatory amounts owed to a Consumer may not be reduced by an internal SASAHUB rule contrary to law.
Section 10. Submitting a Claim
10.1. Channels
A claim may be submitted through an available order/return interface, the User account, or by email to complaints@sasahub.com.tr or support@sasahub.com.tr. Legal matters may be sent to legal@sasahub.com.tr.
10.2. Content
Where possible, the claimant should provide the order/Transaction number, parties, relevant goods or service, basis of the claim, requested remedy, amount and supporting materials. A formal defect must not block a mandatory consumer right where the claim can reasonably be identified.
10.3. Registration and Tracking
Where functionality is available, the claim receives an identifier and a status. For Consumer notices that the law requires an intermediary platform to accept and track, SASAHUB provides the corresponding technical mechanism.
Section 11. Review of Claims
11.1. Objectivity
A claim is assessed in light of the contract, B2B/B2C status, applicable law, Transaction documents and evidence from both parties. Automated systems may assist with routing or risk detection, but a material decision should not rely solely on an opaque automated conclusion where the law requires additional safeguards.
11.2. Additional Materials
SASAHUB or the relevant party may request reasonably necessary documents. Such a request must be proportionate and must not be used to artificially delay a lawful refund.
11.3. Outcome
The outcome may include full or partial acceptance, replacement, repair, repeat performance, price reduction, a reasoned rejection or another lawful remedy. Mandatory statutory deadlines take precedence over internal Platform deadlines.
Section 12. Performance and International Returns
12.1. Evidence of Performance
Return delivery, payment of a refund, replacement or other performance may be evidenced by electronic statuses, transport records, bank records or other admissible documents. The parties retain such records for the period required by law.
12.2. Customs and Re-Export/Re-Import
An international return may require an export declaration, re-import, certificates, sanitary documentation or other formalities. Each party performs the obligations allocated to it by contract and law and must not return goods in a manner that creates an unlawful import or export.
12.3. Sanctions and Restrictions
Where return of goods or money is prohibited by a mandatory sanctions, export-control, banking or other rule, performance may be suspended or modified only within the limits of law. The parties must seek a lawful alternative rather than circumventing the restriction.
Section 13. Fraud, Chargeback and Evidence
13.1. Chargeback
A chargeback is governed by the issuing bank, acquirer and applicable payment-scheme rules. Filing a chargeback does not automatically eliminate an obligation to return goods and does not create a right to double recovery.
13.2. Cooperation
SASAHUB may provide lawfully available documents to a payment provider or competent authority within the limits of the Privacy Policy and applicable law. Users must provide accurate information and must not falsify evidence.
13.3. Anti-Abuse Measures
Where there are objective indicators of fraud, SASAHUB may temporarily restrict functions, preserve evidence and conduct additional review in accordance with the Terms of Service. Such measures must be necessary and proportionate and do not extinguish the mandatory rights of a good-faith Consumer.
Section 14. Liability and Dispute Resolution
14.1. Responsibilities of the Parties
The Seller is responsible for its own obligations relating to quality, performance and lawful return/refund duties; the Buyer is responsible for good-faith use of the procedure, accuracy of information and returning goods when required. The Operator is responsible for its own obligations and mandatory platform duties to the extent required by law.
14.2. Internal Resolution
The parties are encouraged first to use official SASAHUB channels and exchange the necessary evidence. This is not a mandatory precondition to a Consumer applying to a public authority or court where the law grants a direct right of recourse.
14.3. Competent Authorities
A Consumer retains the right to apply to a Tüketici Hakem Heyeti, Tüketici Mahkemesi or another competent authority where the relevant jurisdiction and monetary thresholds apply. For B2B disputes, jurisdiction is determined by the contract and applicable law.
Section 15. Contacts, Versions and Final Provisions
15.1. Operator Contact Details
SHAMUS E-TİCARET LOJİSTİK VE GIDA TİCARET LİMİTED ŞİRKETİ Address: Cevizli Mahallesi, Mustafa Kemal Caddesi, Hukukçular Towers Sitesi, A Blok, No: 66A, İç Kapı No: 111, Kartal / İstanbul, Türkiye. MERSİS: 0768110028600001 · Trade Registry No: 1114861 · Tax ID (VKN): 7681100286 · Kartal Tax Office. Returns/complaints: complaints@sasahub.com.tr · Support: support@sasahub.com.tr · Legal: legal@sasahub.com.tr · Finance: finance@sasahub.com.tr · Website: https://sasahub.com.tr
15.2. Version Control
Document ID: LEG-006. Version: 1.1. Revision date: 10.08.2026. Effective date: date of official publication. Planned review: no later than 12 months or earlier following a material legal or functional change.
15.3. Language Versions
The Turkish text is the official controlling version. Russian and English are official published translations. Mandatory applicable law prevails regardless of the language of this document.
15.4. Approval and Publication
This Policy becomes binding to the extent permitted by applicable law after corporate approval and official publication. Amendments that by law require separate notice or consent cannot become effective merely through silent continued use of the Platform.
Corporate Approval
For and on behalf of SHAMUS E-TİCARET LOJİSTİK VE GIDA TİCARET LİMİTED ŞİRKETİ
SHAMIL TEMIEV Şirket Müdürü · Münferiden Temsile Yetkili
Signature: __________________