By Av. Serkan Kara, Istanbul Bar No. 53770. Last updated: 14 June 2026.
Consumer rights in Turkey are governed by the Law on the Protection of Consumers No. 6502, which gives a buyer of defective goods four statutory remedies, sets a 14-day right of withdrawal for distance and online sales, and routes most money disputes through free Consumer Arbitration Committees rather than the courts. For foreign buyers, residents, and companies selling into the Turkish market, the practical value of this law lies in preserving evidence early and filing in the correct forum before deadlines close the claim.
What law protects consumers in Turkey?
The Law on the Protection of Consumers No. 6502, supervised by the Ministry of Trade, is the primary statute. It covers defective goods and services, distance and door-to-door sales, warranties, unfair commercial practices, and consumer credit. It applies whenever the buyer is a natural or legal person acting outside a commercial or professional purpose, regardless of the buyer’s nationality, so foreign residents and visitors are protected on the same footing as Turkish consumers. Secondary regulations issued under No. 6502, such as the Regulation on Distance Contracts, fill in procedural detail.
What are my remedies for a defective product?
Under Article 11 of Law No. 6502, a consumer who receives a defective product may choose one of four remedies: free repair, replacement with a non-defective item, a proportional reduction in the price, or rescission of the contract with a full refund. The choice belongs to the consumer, not the seller. The seller, producer, and importer can be jointly liable. Where the consumer asks for repair or replacement, that request must generally be completed within the maximum period fixed by Law No. 6502 and its regulations, after which the consumer may move to refund or price reduction. Verify the current statutory completion period at the time you file, as procedural windows are set by regulation.
How long is the warranty and the time limit to claim?
Statutory liability for a defective movable product runs for two years from the date of delivery under Law No. 6502, even where the defect surfaces later within that window. For immovable property the period is longer, set at five years by the statute. These are minimum statutory periods; a commercial or extended warranty may add to them but cannot shorten the consumer’s legal rights. A hidden defect concealed by gross fault of the seller can extend exposure beyond the standard period. Because limitation rules turn on the delivery date and the nature of the defect, confirm the applicable period for your specific goods before you assume a claim has lapsed.
Can I cancel an online or distance purchase?
Yes. For distance and online contracts governed by Article 48 of Law No. 6502 and the Regulation on Distance Contracts, the consumer has a 14-day right of withdrawal with no obligation to give a reason and no penalty. The seller must refund the full price, including standard delivery, within the statutory period after receiving the withdrawal notice, and the consumer must return the goods within the period set by the regulation. The 14-day clock and the seller’s mandatory pre-contract disclosures are the two points online disputes most often turn on, so keep the order confirmation, the withdrawal message, and the return tracking record.
Where do I file: arbitration committee or court?
Turkish consumer disputes split between two forums by the monetary value of the claim. Disputes below the annually adjusted threshold must go to a Consumer Arbitration Committee (Tuketici Hakem Heyeti) under Article 68 of Law No. 6502, a process that is free, requires no lawyer, and produces a binding decision against the seller. Disputes at or above the threshold go to the specialised Consumer Courts (Tuketici Mahkemeleri). The exact monetary limit is reset each year by a communiqué of the Ministry of Trade, so confirm the figure in force at the time of filing rather than relying on a past amount.
| Forum | Consumer Arbitration Committee | Consumer Court |
|---|---|---|
| When it applies | Claims below the annual statutory threshold | Claims at or above the threshold |
| Legal basis | Article 68, Law No. 6502 | Law No. 6502, specialised consumer court |
| Cost to consumer | Free to file | Court fees and litigation costs apply |
| Lawyer required | No | Recommended, especially for foreign claimants |
| Outcome | Binding decision on the seller | Enforceable court judgment |
How does cross-border and foreign-buyer enforcement work?
A foreign consumer who bought from a seller established in Turkey can use the same Article 68 committee route or the Consumer Courts; physical presence is not required, and a Turkish-law power of attorney lets counsel act on the buyer’s behalf. Where the contract has an international element, the Turkish Act on Private International Law and International Civil Procedure No. 5718 governs which law and forum apply, and protective consumer rules generally cannot be contracted away to the consumer’s disadvantage. Cross-border files usually need apostilled or consular-legalised documents and certified Turkish translations, which should be prepared before filing rather than after a deadline is missed.
What documents and evidence do I need?
Consumer claims under Law No. 6502 succeed on the paper trail, not on what either side recalls. Assemble the proof file before you escalate:
- invoice, receipt, order confirmation, and the contract or terms of sale
- the defect record: photographs, technical or repair reports, and delivery documents
- written correspondence with the seller, including the formal demand and any withdrawal notice
- bank or card statements showing payment and any partial refund
- the warranty certificate, return-policy text, and after-sales documents
- for cross-border matters, a power of attorney plus apostille or consular legalisation and certified translations
Frequently asked questions
Do foreign residents have the same consumer rights in Turkey?
Yes. Law No. 6502 protects any buyer acting outside a commercial or professional purpose, without a nationality requirement. A foreign resident or visitor can file with a Consumer Arbitration Committee or a Consumer Court on the same terms as a Turkish consumer. The practical difference is usually language and documentation, since cross-border evidence often needs certified Turkish translation and a power of attorney for local counsel.
Is the choice of remedy mine or the seller’s?
Under Article 11 of Law No. 6502, the choice among repair, replacement, price reduction, and full refund belongs to the consumer, not the seller. The seller cannot force a repair when the consumer is entitled to and requests a refund. If a chosen repair or replacement is not completed within the statutory period, the consumer may switch to a refund or price reduction.
How long do I have to bring a defective-goods claim?
The statutory liability period is two years from delivery for movable goods and five years for immovable property under Law No. 6502, even if the defect appears later within that window. A defect hidden by the seller’s gross fault can extend exposure. Because the limitation depends on the delivery date and the type of defect, confirm the applicable period for your specific purchase before assuming the claim has expired.
Does a consumer arbitration committee decision actually bind the seller?
Yes. A decision of the Consumer Arbitration Committee under Article 68 of Law No. 6502 is binding on the parties and enforceable. A party that disagrees may object before the Consumer Court within the statutory objection period. If the seller does not comply voluntarily, the decision can be pursued through enforcement proceedings under the Enforcement and Bankruptcy Law No. 2004.
Can I cancel an online order I changed my mind about?
For most distance and online sales, yes, within the 14-day right of withdrawal under Article 48 of Law No. 6502 and the Regulation on Distance Contracts, with no reason required. Certain categories, such as custom-made or perishable goods, are excluded by the regulation. Keep the order confirmation, your written withdrawal notice, and return tracking, because the timing of the notice is what the dispute turns on.
Talk to a consumer dispute lawyer before evidence goes stale
If a Turkish seller is stalling, the value is significant, or the claim is document-heavy or cross-border, an early case review fixes the forum, the remedy, and the evidence gaps before a deadline closes the matter. Serka Law Firm advises foreign buyers, residents, and companies on Turkish consumer disputes and damages claims. See our compensation and damages litigation service for how we pursue refunds and losses, and request a consumer-dispute case review.
Related reading: defective goods and warranty claims in Turkey, e-commerce refund and chargeback rights, and commercial contract review for sellers.
General information, not legal advice. Turkish law; verify your specific situation with qualified counsel.
Related legal guides
- For related guidance, see our commercial law advisory.