By Av. Serkan Kara, Istanbul Bar No. 53770. Last updated: 14 June 2026.
Online buyers in Turkey have a statutory right to a refund that no seller policy can cancel: under the Consumer Protection Law No. 6502 and the Distance Contracts Regulation issued under it, a distance-sale consumer may withdraw within the legal withdrawal period without giving any reason, and the seller must return the full price within the period set by that regulation. A card chargeback is a separate, bank-side payment remedy that runs in parallel to this consumer-law claim, not as a substitute for it.
What law governs an e-commerce refund in Turkey?
The governing instrument is the Consumer Protection Law No. 6502, together with the Distance Contracts Regulation adopted under it. Together they give a distance-sale buyer a no-reason right of withdrawal within the statutory withdrawal window and oblige the seller to refund the full amount paid, including the original delivery cost, within the regulation’s repayment deadline. The general Turkish Code of Obligations No. 6098 supplies the background rules on contract formation, performance, and defective performance where the consumer code is silent.
Because these are statutory rights, a seller’s internal refund or “no returns” policy cannot override them for goods and services that fall inside the distance-contract regime. A policy can be more generous than the law, never less. The exemptions from the withdrawal right (for example custom-made goods, perishable items, or unsealed hygiene products) are the ones listed in the Regulation itself, not whatever a merchant decides to exclude.
What is the difference between a chargeback and a consumer-law refund?
A chargeback is a payment-network and bank remedy: you ask your card issuer to reverse a transaction, and the bank decides under its card-scheme rules and the contract between you and the issuer. A consumer-law refund is a legal right against the seller under Law No. 6502, enforced through the seller, the Consumer Arbitration Committee, or the Consumer Court. They overlap but are not interchangeable, and they need different evidence packages.
In practice the two lanes serve different failures. A chargeback is well suited to non-delivery, clearly unauthorised charges, or a hidden subscription renewal you never agreed to. A consumer-law claim is the right route when the dispute is about a defective or non-conforming product, a refused lawful withdrawal, or misleading offer terms. Running the wrong lane, or treating the bank dispute as if it settled the legal position, is the most common reason a strong case stalls.
Chargeback or consumer-law claim: which route fits?
Choose the lane that matches the underlying failure and the evidence you can actually produce. The bank lane is faster and document-light but limited by card-scheme rules and timing; the consumer-law lane is broader and binding under Law No. 6502 but moves at the pace of the Committee or the Court. For many disputes the disciplined move is to preserve evidence for both, then lead with the route that fits the facts.
| Factor | Card chargeback (bank lane) | Consumer-law claim (Law No. 6502) |
|---|---|---|
| Decided by | Card issuer under scheme rules | Seller, Consumer Arbitration Committee, or Consumer Court |
| Best for | Non-delivery, unauthorised charge, unwanted subscription renewal | Defective or non-conforming goods, refused lawful withdrawal, misleading terms |
| Time limit | Short scheme deadline from the transaction or statement date; confirm the limit in force with your issuer | Statutory limitation under the consumer and obligations codes; confirm the period in force at filing |
| Binding effect | Reverses the payment, does not resolve the legal claim | Binding decision on the consumer-law right |
| Cross-border use | Works across borders through the card network | Turkish forum; foreign buyers usually act through counsel under a power of attorney |
What evidence and documents should you preserve first?
Freeze the record before the merchant’s version becomes the only organised account. The single most damaging mistake in e-commerce disputes is exchanging support messages for weeks while order confirmations, chat logs, cancellation attempts, and shipping records quietly disappear. Save everything the moment the problem appears, even while the seller is still replying, because both the consumer-law and chargeback lanes turn on the documentary trail.
- order confirmation, invoice, and the merchant terms displayed at the moment of purchase
- payment proof and the matching card statement entry
- screenshots of the product page, the offer, the cancellation path, and any subscription wording
- delivery, return, or non-delivery records and tracking numbers
- the full chat, email, and complaint history with the merchant or marketplace
Link each requested outcome to a fact and each fact to a document. A file fails not because the law is against the buyer but because the legal argument is not connected to evidence. When the goods are defective or non-conforming, keep the item, its packaging, and any expert or inspection note, since a non-conformity claim under Law No. 6502 depends on showing what was delivered against what was promised.
How does the consumer claim process work, and what is the timeline?
Turkish consumer disputes follow a tiered process under Law No. 6502. Below a monetary threshold set by regulation, the dispute goes to the Consumer Arbitration Committee; above that threshold it goes to the Consumer Court. The relevant value threshold is revised periodically, so confirm the figure in force at the time you file rather than relying on a fixed amount. Start by sending the seller a clear written demand that fixes the facts and the remedy sought.
If the seller does not resolve it, file with the competent Consumer Arbitration Committee or Consumer Court, attaching the evidence package. The withdrawal and repayment deadlines come from the Distance Contracts Regulation; the limitation period for bringing a claim comes from the consumer and obligations codes. Because each of these periods can change and several run at once, treat them as deadlines to verify case by case, not as memorised numbers.
How do cross-border online purchases and foreign sellers change the analysis?
When the buyer, the seller, or the payment route crosses a border, two extra layers apply: which country’s law and forum govern the contract, and how a Turkish remedy is actually enforced. Turkish private international law under the International Private and Procedure Law No. 5718 determines applicable law and jurisdiction where the parties or the transaction are international, and a valid choice-of-law or forum clause in the merchant terms can move the dispute elsewhere. Read those clauses before assuming a Turkish forum.
For a foreign buyer dealing with a Turkish seller, or a Turkish buyer against a foreign platform, the practical levers are the card chargeback through the international scheme, the consumer-law claim where Turkish law and forum apply, and, where a foreign decision exists, recognition and enforcement under Law No. 5718. Foreign clients usually act through Turkish counsel under a power of attorney, which keeps the matter moving without travel and ensures filings meet local form and language requirements.
What are the main risks that defeat an otherwise valid refund claim?
The recurring risks are delay, the wrong lane, and a weak file. Delay lets card-scheme deadlines and statutory limitation periods lapse and lets evidence decay. The wrong lane, treating a bank chargeback as if it resolved the legal claim or filing a consumer complaint when the real problem is an unauthorised charge, wastes the strongest window. A weak file, where arguments are not tied to documents, fails even on good facts.
Two further traps are specific to online sales. First, assuming a seller’s refund policy controls when the statutory withdrawal right under Law No. 6502 actually governs. Second, missing a choice-of-law or arbitration clause buried in the merchant terms that quietly relocates the dispute. Each of these is avoidable with an early review that frames the matter correctly before deadlines and the merchant’s narrative harden.
Frequently asked questions
Is a chargeback always the best first step?
No. A chargeback under your card issuer’s rules suits non-delivery, unauthorised charges, or an unwanted subscription renewal. For a defective product or a refused lawful withdrawal, the binding remedy is a consumer-law claim under the Consumer Protection Law No. 6502. The right first step depends on the failure and on which evidence you can produce, so match the lane to the facts before acting.
Can a seller’s refund policy override my consumer rights in Turkey?
No. For distance sales within the scope of the Consumer Protection Law No. 6502 and its Distance Contracts Regulation, the statutory withdrawal and refund rights cannot be cut down by a merchant’s internal policy. A policy may be more generous than the law but never less. The only valid exemptions from the withdrawal right are those listed in the Regulation itself, such as custom-made or sealed hygiene goods.
How long do I have to act on an online refund dispute?
It depends on the lane. The card chargeback has a short scheme deadline measured from the transaction or statement date, set by your issuer. The consumer-law withdrawal and repayment periods come from the Distance Contracts Regulation, and the limitation period for a claim comes from the consumer and obligations codes. These periods are revised over time, so confirm each deadline in force at the moment you act.
I bought from a foreign website. Can I still claim in Turkey?
Sometimes. Whether Turkish law and a Turkish forum apply is decided under the International Private and Procedure Law No. 5718 and any choice-of-law or forum clause in the merchant terms. Even where Turkey is not the forum, the international card chargeback often remains available, and a foreign decision may be recognised and enforced under Law No. 5718. A short review of the terms tells you which routes are open.
If your online refund dispute is moving from customer service into a payments or legal problem, the priority is to preserve the evidence and frame the claim correctly before deadlines lapse. Our team can review the file, choose the right lane, and act for foreign clients under a power of attorney. Learn how we handle these matters on our compensation and damages claims service, or request a confidential case assessment.
For related reading, see our guides on consumer rights and consumer law in Turkey, defective goods and warranty claims, and commercial contract terms that govern online sales.
General information, not legal advice. Turkish law; verify your specific situation with qualified counsel.