A person who buys goods or services for non-commercial purposes is a consumer and is protected by the Consumer Protection Law No. 6502. For defective goods, the consumer can choose between withdrawal from the contract, a price reduction, free repair or replacement. For purchases made online, there is generally a 14-day right of withdrawal without giving reasons. Disputes below an annually set amount go to the consumer arbitration committee; above it, to the consumer court after mandatory mediation. Lawsuits filed by consumers are exempt from court fees.
Who is a consumer?
Under Article 3 of Law No. 6502, a consumer is a natural or legal person acting for non-commercial or non-professional purposes. The other party is the seller or provider offering goods or services for commercial or professional purposes. For example, a person buying a refrigerator for their home is a consumer; a shopkeeper buying the same refrigerator for their restaurant is generally not. The law protects consumers regardless of nationality, so foreign residents and visitors buying goods or services in Turkey benefit from the same rights.
Consumer law covers many everyday transactions: sales of goods and services, warranty and after-sales service, online and telephone sales, off-plan housing purchases, consumer loans and credit cards, subscriptions, package tours and timeshares, instalment sales and doorstep sales.
Defective goods and the consumer's options
Goods are defective if they do not conform to the agreed sample or model, or lack the qualities they should objectively have (Law No. 6502, Art. 8). Non-conformity with features stated on the packaging, label, advertising or user manual is also a defect. Defects that appear within six months of delivery are presumed to have existed at delivery; the seller must prove otherwise.
If the goods are defective, the consumer can freely choose one of the following under Article 11:
| Option | Result |
|---|---|
| Withdrawal from the contract | Returning the goods and getting the price back |
| Price reduction | Keeping the goods with a reduction in proportion to the defect |
| Free repair | Repair with all costs borne by the seller |
| Replacement | Replacement with defect-free equivalent goods, if possible |
The seller must fulfil the option chosen. Repair or replacement must generally be carried out within 30 working days of the request. If the chosen option would place a disproportionate burden on the seller, the consumer may use another option. Compensation may also be claimed where the conditions are met.
Warranty and repair periods
For goods that must be sold with a warranty certificate, the warranty period is at least two years from delivery (Art. 56). Time spent on repairs during the warranty is added to the warranty period. Under the Warranty Certificate Regulation, the maximum repair time is 20 working days from delivery to the service centre; if this is exceeded, or the goods break down a certain number of times during the warranty, the consumer can ask for replacement or a refund. Not having received a warranty certificate does not remove the consumer's statutory rights.
Defective services
A service that does not have the qualities stated in the contract or objectively expected is defective (Art. 13). The consumer can choose to have the service performed again, have the resulting work repaired free of charge, obtain a price reduction or withdraw from the contract (Art. 15). Furniture and kitchen manufacturing, renovation, dry cleaning, car servicing and education services are common examples.
The right of withdrawal for online purchases
In distance contracts concluded online, by telephone or by catalogue, the consumer can withdraw within 14 days without giving any reason and without paying a penalty (Art. 48). For goods, the period starts on the day of delivery; for services, on the day the contract is concluded. Notice must be given to the seller within the period, in writing or on a durable medium.
- Notice of withdrawalThe consumer notifies the seller within 14 days that they are exercising the right of withdrawal; the seller's withdrawal form can be used.
- Returning the goodsThe consumer generally returns the goods within ten days of the notice. If returned through the carrier designated in advance by the seller, the consumer cannot be charged for the return.
- RefundThe seller refunds all payments, including any delivery charges, within 14 days of receiving the notice.
The Distance Contracts Regulation lists exceptions where the right of withdrawal does not apply, such as goods made to the consumer's specifications, perishable goods, hygiene products whose packaging has been opened, newspapers and magazines, and accommodation and transport services for a specific date. Outside these exceptions, statements by the seller such as "no returns accepted" are invalid.
Off-plan housing purchases
Sales where all or part of the price of a residence is paid in advance or in instalments before it is completed are pre-paid housing sales (Art. 40–46). Special rules protect consumers in these sales:
- The contract must be drawn up by a notary or executed officially at the land registry; otherwise it is invalid.
- The seller must provide a pre-contractual information form with the information required by law.
- The consumer has a 14-day right of withdrawal without reasons from the signing of the contract.
- The consumer may withdraw before the delivery date under the conditions and with the compensation set by law.
- If the residence is not delivered on time or is delivered with defects, the consumer has the rights relating to defective goods and a right to compensation for delay.
Foreign buyers of off-plan property should also read our real estate law guide on title deed checks and annotations.
Consumer loans and banking
Consumer loans, housing finance and credit card agreements are also covered by Law No. 6502. The consumer's main rights include:
- Information: before the contract, the lender must provide the interest rate, total cost, payment schedule and charges.
- Withdrawal: the consumer can withdraw from a loan agreement within 14 days without reasons, repaying the principal and interest for that period.
- Early repayment: the loan can be repaid early in part or in full, with a corresponding reduction in interest and costs.
- Fees and charges: fees not clearly stated in the contract or charged in breach of the rules can be reclaimed. Fees banks may charge are also regulated by the Central Bank of the Republic of Turkey.
For unauthorised transactions and online banking fraud, see our IT and internet law guide.
Subscriptions, package tours and timeshares
In subscription contracts for internet, telephone, television, gyms and similar services, the consumer can terminate at any time without reasons and without paying a penalty (Art. 52). The provider must offer an easy way to submit the termination request and process it without delay. However, in commitment-based campaigns, discounts granted under the campaign may be reclaimed within the limits set by law if the consumer leaves before the commitment period ends.
In package tours, the tour organiser must provide the services in the programme as agreed; for missing or defective services, the consumer can claim a price reduction and compensation. In timeshare and long-term holiday contracts, the consumer has a 14-day right of withdrawal from signing, and no payment or debt may be demanded during that period.
Misleading advertising, unfair practices and unfair terms
Advertising that misleads consumers or exploits their inexperience, and unfair commercial practices that distort their economic behaviour, are prohibited (Art. 61–62); false discount claims, misrepresentation of product features and high-pressure selling are examples. Complaints can be made to the Advertising Board of the Ministry of Trade; individual losses can be pursued through arbitration committees or courts.
Terms not individually negotiated that, contrary to good faith, create an imbalance in the parties' rights and obligations to the consumer's detriment are unfair terms and are void (Art. 5); the rest of the contract remains valid. Terms in pre-drafted standard contracts are presumed not to have been negotiated, and the seller bears the burden of proving otherwise.
Consumer arbitration committees, mediation and consumer courts
| Value of the dispute | Where to apply | Note |
|---|---|---|
| Below the monetary limit set each year | Provincial or district consumer arbitration committee | Application is mandatory, free of charge and can be made through e-Government |
| Above the monetary limit | Mediation first, then the consumer court | Mediation is a precondition for filing (Art. 73/A) |
Decisions of arbitration committees can be challenged before the consumer court within 15 days of service. The competent consumer court is that of the consumer's domicile or of the place where the transaction took place. Lawsuits filed by consumers are exempt from court fees (Art. 73). Because the arbitration committee limits are reset every year, check the current amount before applying.
Key time limits
| Item | Period | Legal basis |
|---|---|---|
| Liability for defective goods | 2 years from delivery (5 years for residences; does not apply in cases of gross fault or fraud) | Law No. 6502, Art. 12 |
| Liability for defective services | 2 years from performance | Art. 16 |
| Presumption for defects appearing after delivery | 6 months | Art. 10 |
| Withdrawal from a distance contract | 14 days | Art. 48 |
| Seller's refund after withdrawal | 14 days from notice | Distance Contracts Regulation |
| Warranty period | At least 2 years | Art. 56 |
| Challenge to an arbitration committee decision | 15 days from service | Art. 70 |
Arbitration committee limits are reset every year, and the regulations on withdrawal and warranties change from time to time. This information is general.
Documents usually required
- Invoice, receipt or sales contract
- Warranty certificate and service records
- Correspondence and emails with the seller and customer service records
- For online purchases: order confirmation, pre-contractual information form and tracking details
- Photographs and videos showing the defect
- For credit disputes: loan agreement, payment schedule and statements
- For off-plan housing: contract, information form and payment records
Relevant legislation
Turkish legislation is published (in Turkish) at mevzuat.gov.tr; applications to arbitration committees can be made through the Consumer Information System (TÜBİS) on e-Government:
- Consumer Protection Law No. 6502
- Distance Contracts Regulation
- Warranty Certificate Regulation
- Regulation on Pre-paid Housing Sales
- Regulation on Consumer Credit Agreements
- Regulation on Consumer Arbitration Committees
Consumer Law: topics
The main topics within Turkish consumer law are listed below. Detailed guides for each are in preparation.
- Defective goods and services
- Consumer arbitration committees
- Bank charges and fee refunds
- Consumer rights in off-plan housing
- Distance sales and the right of withdrawal
Frequently asked questions about consumer rights in Turkey
Can I return a product I bought online in Turkey?
Yes, as a rule, within 14 days of delivery without giving a reason. Notify the seller within the period and return the goods, generally within ten days of the notice. Exceptions apply, for example to goods made to your specifications, perishable goods and opened hygiene products.
The product I bought is defective. What can I ask for?
You can choose between withdrawal from the contract (refund), a price reduction, free repair or replacement. The seller must fulfil your choice; repair or replacement must generally be completed within 30 working days.
My product has been at the service centre for weeks. What are my rights?
During the warranty period, the maximum repair time is 20 working days from delivery to the service centre. If it is exceeded, you can ask for replacement or a refund. The time spent on repairs is added to the warranty period.
Do consumer rights apply to foreigners in Turkey?
Yes. The Consumer Protection Law protects anyone buying goods or services for non-commercial purposes, regardless of nationality. Applications to arbitration committees can be made in person or online; documents in a foreign language may need translation.
Where do I apply in a consumer dispute?
Below the annually set monetary limit, to the consumer arbitration committee, free of charge. Above it, mediation first and then the consumer court. Consumer lawsuits are exempt from court fees.
Can I cancel my gym or internet subscription at any time?
Yes. Consumers can terminate subscription contracts at any time without reasons or penalty. However, if you signed up under a commitment-based campaign, discounts received may be reclaimed within legal limits if you leave early.
Can I withdraw from an off-plan property purchase?
You have a 14-day right of withdrawal without reasons from signing a pre-paid housing sale contract. Later, you may withdraw before delivery under the statutory conditions and compensation. The contract must be made before a notary or at the land registry to be valid.
Can I reclaim fees charged by my bank?
Fees not clearly stated in the contract or charged in breach of the rules can be reclaimed. Apply first to the bank, then to the consumer arbitration committee or consumer court depending on the amount.
This article is for general information only and does not constitute legal advice. Please consult a lawyer about your specific situation. Legislation and court practice change over time, so check the current legislation before taking any step. Last updated: 7 October 2026