N11 Let the Seller Break the Law, I Lost My Money and My Rights

On February 14, 2025, I purchased an ASUS 4K monitor from the seller Beta Plus Teknoloji Hizmetleri San. Tic. Ltd. Şti. via N11. The product was delivered on February 15. Upon opening and testing the product, I discovered two dead pixels. Based on the Consumer Protection Law No. 6502 and the Distance Sales Regulation, I exercised my right of withdrawal within 14 days and initiated a return request on February 19. I shipped the product on February 20 using N11’s contracted shipping company, Kargoist. The product was delivered to the seller on March 1. However, the seller rejected the return on February 27, even before receiving the item. When we contacted them, they stated that “the box was opened, the product is now second-hand” and refused the return. I communicated this issue with N11 many times, but they repeatedly conveyed the seller’s justification without offering a real solution. Most absurdly, N11 claimed that the product was returned to me on February 28—even though the product arrived at the seller on March 1. I suppose the seller also deals in time machines... What actually arrived on February 28 was just the invoice, not the product. Another shipment was sent on March 26, but we don’t know what it contains. To avoid future false claims such as “you damaged or tampered with the package,” I have not accepted delivery, and the item is still waiting at the local branch. N11 clearly states on their website that customers have the right to withdraw from a purchase within 14 days without providing a reason or paying shipping costs. They also state: “Although the seller is responsible for the product, if a dispute continues despite compliance with all conditions (complete and undamaged return), N11 will provide full support.” A monitor is not a hygiene or consumable product, and defects like dead pixels can’t be detected without opening the box. Yet despite all legal and logical grounds, N11 simply repeated the seller’s arbitrary remarks and failed to provide a fair solution. My legal right of withdrawal and return was denied. N11 does not stand behind the clear statements made on their own website. For example: “Even if the seller indicates ‘No Return’ on the product page, they must accept returns in line with consumer rights.” After two months of communication, the final response I received was: “The seller does not accept returns.”