Seller Policy

5.1. Obligation to Determine a Return Policy

Every store owner (“Seller”) selling on the Elonky platform must clearly, understandably, and accessibly determine the return, exchange, and refund conditions that will apply to the products they offer for sale.

Even if sellers choose not to accept returns or exchanges, they are obliged to state this explicitly in their product listings.

For products where the return policy is not specified or is unclear, the applicable consumer legislation and Elonky platform rules shall apply.

5.2. General Return Rules

Return policies determined by the seller:

• Must not be misleading to the buyer,
• Must be expressed clearly and understandably,
• Must not be contrary to the applicable mandatory consumer legislation.

The seller cannot reject a return request if the product is damaged, incomplete, or different from what was stated in the listing.

5.3. Products Not Accepted for Return

Sellers will not accept returns for the following product categories:

• Custom-made or personalized products for the buyer
• Perishable products or products with an expiration date (food, etc.)
• Products that are not suitable for return due to hygiene reasons (underwear, cosmetics, etc.)
• Opened digital products, licenses, or downloadable content
• Products that have been used, damaged, or are in a condition where they cannot be resold

However, these exceptions must be explicitly stated in the product descriptions.

5.4. Mandatory Return Situations

In the following cases, the Seller is obliged to process a return or a refund:

• If the product is delivered damaged or defective
• If the wrong product is sent
• If the product does not bear the features stated in the listing
• If the product has never been delivered
• If the buyer makes a return request within the legal right of withdrawal period

5.5. Return Process And Seller Responsibility

The Seller is obliged to:

• Respond to return requests within a reasonable time,
• Provide clear information to the buyer about the return process,
• Initiate the refund process after the product reaches them.

The Seller must comply with the agreements made with the Buyer and the commitments made through the Platform.

5.6. Return Shipping Responsibility

Responsibility regarding the return shipping fee is determined as follows:

• If the product is faulty, defective, or sent incorrectly → Belongs to the Seller
• Return within the scope of the right of withdrawal → Legislation or seller policy applies.
• For international shipments → Customs and additional logistics costs belong to the Buyer.

The seller must explicitly state the shipping method to be used in the return process.

5.7. International Sales

In international sales, Sellers are obliged to comply with:

• The mandatory consumer legislation of the country where the Buyer is located,
• Import, customs, and tax regulations.

As a rule, customs duties, import fees, and official charges belong to the Buyer.

5.8. Platform's Right of Intervention

Elonky may assume a mediator role between the parties in return processes. However, the legal obligation to refund belongs to the relevant Seller. Elonky can only facilitate the payment process over the technical infrastructure and, when necessary, direct the process through the payment institution.

5.9. Prohibition of Abuse

Sellers:

• Cannot hinder the return process,
• Cannot provide misleading information to the buyer,
• Cannot sell counterfeit or misleading products.

Such behaviors are considered a violation of platform rules and are subject to sanctions.

5.10. Bindingness

By selling on the Elonky platform, the Seller is deemed to have accepted these return policy framework rules. These rules are an integral part of the Terms of Use and other platform policies.

6.1. Content Creation and Uploading

As a seller on Elonky, you can upload various contents such as listings, messages, comments, photos, and videos. To keep our community safe and respectful, you agree not to post the following types of content:

• Language, symbols, or images containing hate speech or discrimination (e.g., hate, threat, or humiliation against specific groups).
• Content that threatens, harasses, blackmails another person, or interferes with another seller's business.
• Logos, characters, images, or texts that violate intellectual property rights.
• False, deceptive, or misleading statements; fake product promotions.
• Unsolicited advertising or spam; donation or marketing requests.
• Content disclosing private information belonging to you or someone else (full name, address, phone, email, financial information, etc.).
• Messages encouraging off-platform transactions; links or payment instructions directing the customer outside of Elonky.
• Product descriptions containing medical claims (e.g., cosmetics claiming to "cure" diseases).
• Any image or text that sexualizes minors.
• Any content contrary to the items stated in the Prohibited Items Policy (e.g., alcohol, drugs, weapons, wild animal products, hate symbols).

Features like Messages, Favorites, or Collections on Elonky cannot be used for purposes such as spreading inappropriate content or sexualizing minors. Only communicate regarding product and order-related matters.

6.2. Privacy and Protection of Personal Information

Protect personal data: Only use the personal information you receive from buyers or other sellers for the preparation and delivery of the order. You cannot use the email address or delivery information for marketing activities or share it with third parties without the customer's consent.

Comply with local and international data protection laws: You are obliged to ensure the security of buyer and seller information, especially in accordance with legislations such as the EU's GDPR and Turkey's KVKK. The relevant law may require fulfilling requests for access, correction, or deletion by the data subject; this obligation belongs to the seller.

Liability in case of a data breach: Unauthorized disclosure of an email address or payment information belonging to a buyer is your responsibility. If Elonky is sued due to the violation of customer data processing rules, compensation may be demanded from the seller.

6.3. Communication Standards

i. Messages

You can use Elonky's “Messages” feature to communicate directly with buyers and other sellers. Messages cannot be used for the following purposes:

• Sending unsolicited advertising, promotions, donation requests, or spam.
• Harassing, threatening, or humiliating another seller or buyer.
• Continuing to communicate when someone has indicated they do not wish to receive messages.
• Interfering with a competitor's business (e.g., telling a buyer "don't shop from that store", maliciously clicking on a competitor's ads to deplete their budget, making a purchase just to leave a negative review, manipulating competitor reviews with fake accounts).
• Executing or offering an off-platform transaction by sharing personal contact or financial information (phone, e-mail, bank details, QR code, etc.).

ii. Forums and Teams

Elonky's forums and community groups are spaces where sellers can share experiences. Hate speech, harassment, and spam are also prohibited in these areas. Do not disclose customers' personal data in your posts and ensure that discussions remain respectful.

iii. Communication of Cancellations

In the event that you cannot complete the order, you must immediately notify the buyer, cancel the order, and issue a full refund if applicable. Cancellation and refund processes must be managed in accordance with Elonky's Cancellation Policy and local laws. Cancellation conditions for digital products may differ; share your store's relevant policy notes with the buyer.

EU/UK Right of Withdrawal: In the EU and the UK, buyers may have the right to return the product within 14 days of receiving it without providing any reason. There are certain exceptions, such as custom-made or perishable goods; furthermore, the return of digital content is subject to different regulations. Sellers are responsible for learning the consumer laws of the buyer's country. Local laws can affect cancellation, return, and exchange rights.

6.4. Interference

Consciously interfering with another seller's business on Elonky is prohibited.

Examples:

• Sending a message to another seller to dissuade a buyer from shopping at that store.
• Attempting to humiliate another seller by bringing up their dispute in public areas.
• Making a purchase from a seller solely for the purpose of leaving a negative review or increasing the visibility of negative reviews through fake accounts.
• Maliciously continuously clicking on a competitor's ads to deplete their advertising budget.

Such behaviors may result in your account being suspended or permanently closed.

6.5. Harassment and Discrimination

Using messages or forums for harassment and targeting other members with hateful and discriminatory content is prohibited. If you receive such a message, report it to Elonky. Hate speech or discrimination carries severe sanctions as outlined in other policies.

7.1. Reviews

Buyer feedback is important for ensuring trust and transparency on the Platform. Buyers can leave a star rating (1–5) and a written review about the product and shopping experience within 100 days from the delivery date of their order.

If the delivery cannot be verified through the shipping system, this period starts from the end of the announced maximum delivery time.

For digital products, the review period lasts for 100 days from the date the buyer downloads the product or for a maximum of 12 months from the date of purchase.

Reviews:

• Must be related to product features, service quality, and the delivery process,
• Must not be misleading, deceptive, or untrue,
• Must not contain hate speech, harassment, obscene content, or defamatory statements about third parties.

Manipulating the review system is strictly prohibited. In this context:

• Creating reviews through fake accounts,
• Leaving artificial positive reviews for yourself,
• Intentionally writing negative reviews to harm competitors

Is considered a violation of platform rules and is subject to sanctions.

7.2. Elonky Case System

When a buyer experiences an issue with an order, they should first contact the seller via the message link on the order detail page. The seller tries to resolve the issue by responding within 48 hours after receiving the buyer's request. If a solution cannot be provided within this time, the buyer can open a case, and Elonky steps in as a mediator.

During the case process:

• Elonky contacts the buyer and seller, examines the documents, and tries to resolve the issue.
• The solution may be resending the order, a partial/full refund, a gift voucher, or another agreement. In some cases, Elonky may automatically conclude the process and issue a refund to the buyer.
• In the event of the seller remaining unresponsive for 48 hours, harassment, or abuse of the case system, Elonky reserves the right to intervene earlier and expedite the refund process.

The case system can be used when the product never arrives, arrives late, is damaged, or does not match the listing description. Sellers are expected to cooperate during the dispute resolution process.

7.3. Elonky Seller Purchase Protection Program

Elonky includes sellers in the Purchase Protection Program under certain conditions. Within the scope of the program:

• When the seller can prove that the product was produced as prescribed and shipped correctly; provides shipping tracking information; and the product matches the listing description, they can receive Elonky support against unfair claims from the buyer.
• In cases falling outside the scope of the program (e.g., the seller experiences a production or shipping delay, the product arrives incomplete or damaged), the seller is obliged to refund the original order amount and, if necessary, the shipping fee to the buyer.
• When Elonky issues a refund to the buyer, it can collect the relevant amount from the balance in the seller's payment account.

In all cases, sellers writing product descriptions accurately, complying with shipping and delivery times, and responding to buyers in a timely manner are basic conditions for being included in the protection scope.

7.4. Your Seller Account and Elonky Terms

Elonky applies various audits on stores to protect the security and service quality of the marketplace. Under the following circumstances, the visibility of your store or listings may be reduced; reserves may be placed on your payment account, or your account may be temporarily or permanently suspended:

• Unusual order volume: If your store experiences a sudden surge in sales, your visibility in search results may be temporarily reduced. Successfully completing orders and increasing the number of positive reviews generally increases visibility again.
• Failure to meet service standards: Not adhering to processing and shipping times, responding late to buyer messages, or receiving a large number of negative reviews negatively affects your store ranking.
• Dispute and chargeback rates: An increase in buyer complaints, fraud allegations, or copyright infringement notices may cause Elonky to restrict your account activities.
• Prohibited items or policy violations: If there is prohibited content in your listings or if you violate the community rules above, Elonky can suspend your account.

Although Elonky generally tries to inform the seller before such interventions, in some cases, prior warning may not be given due to legal or security reasons.

Store visibility and performance: Sellers should know what Elonky's search algorithm pays attention to in order to understand the reasons for the decrease in product and store visibility. Standing out in search results depends on factors such as processing and shipping orders on time, responding quickly to buyers, maintaining a positive review rate, using the correct categories and tags, and writing complete product descriptions. To increase the visibility of your store, it is recommended to ensure consistency in these areas and aim for high customer satisfaction. Elonky may update seller onboarding and identity verification processes over time; therefore, it is important for sellers to follow platform announcements and complete necessary verification steps.

To increase your success as a seller on Elonky:

• Write product descriptions accurately and completely.
• Respond to customer messages on time and deliver orders within the periods you committed.
• Gently remind customers for positive reviews, but do not pressure them.
• Regularly monitor store performance and reviews to identify areas for improvement.
• Regularly review seller support resources and policies (Copyrights, Prohibited Items, Fees and Payments, Privacy Policy).

These detailed rules help Elonky provide a transparent and reliable environment for seller success.