Consumer Rights in Turkey: Where to Complain and by When
What Law 6502 says about faulty goods, 14-day online returns and complaints, and the route from the seller to the committee or the court.
Table of Contents
Turkey’s Consumer Protection Law, No. 6502, gives a buyer choices when goods or services are faulty, 14 days to withdraw from an online order, and a set of places to complain, with the amount in dispute deciding which one.
These are the general rules: faulty goods and services, distance contracts, price labels and subscriptions. Credit, package tours, timeshares and telecom have rules of their own.
Consumer rights, in short · checked 19.10.2026
Say what you want. Then the amount picks the next door.
- Faulty goods – the buyer picks one of four choices: free repair, a replacement, a price cut, or cancelling the sale. The seller must carry out the choice. A free repair is open unless it would need an excessive cost, and a replacement where one is possible. Law art. 11(1)
- Time – a fault that shows up within six months of delivery is presumed to have been there at delivery, and a claim for a faulty good runs for two years from delivery. Law art. 10(1) Law art. 12(1)
- Online orders – 14 days to withdraw from a distance contract, with no reason given. For goods the 14 days start on the day of receipt, for services on the day of the contract. Distance reg. art. 9(1) Distance reg. art. 9(2)
- The limit – for applications made in 2026, a dispute below 186,000 TL goes to the consumer arbitration committee, and applying there is mandatory. At or above that figure the route is mediation, then the consumer court. Law art. 68(1) Law art. 73/A(1) Tebliğ art. 3
- Alo 175 – the Ministry of Trade’s call centre for consumer problems. It directs callers to the authority to apply to.
Complaint ladder · checked 19.10.2026
Where does my problem go?
Pick what went wrong, then the amount in dispute and the date. The rungs that apply light up, and the clocks show the dates that count.
Faulty goods · Ayıplı mal
- Pick one: free repair, a replacement, a price cut, or cancel and return the goods. The seller must carry out the choice. Law art. 11(1)
- Repair or replacement has to be done within 30 working days of the request. After that the other choices are free to use. Law art. 11(4)
- A fault that shows up within six months of delivery is presumed to have been there at delivery. Law art. 10(1)
- The warranty period is at least two years from delivery. Law art. 56(2)
- Fault presumption window: six months after delivery
- Liability period: two years after delivery
Parcel not delivered · Teslim edilmedi
- The seller has to deliver within the promised time. For goods that are not made to order, never later than 30 days from the day the order reached the seller. Distance reg. art. 16(1)
- If the seller does not, the consumer may terminate the contract. Distance reg. art. 16(2)
- On termination the seller refunds all payments, delivery included, within 14 days of the notice, with legal interest. Distance reg. art. 16(3)
- Latest day for delivery: 30 days after the order
Changed my mind · Cayma hakkı
Goods
- 14 days to withdraw from a distance contract, with no reason and no penalty, counted from the day the goods are received. Distance reg. art. 9(1) Distance reg. art. 9(2)
- The notice goes to the seller on paper or another durable medium before the 14 days end. Distance reg. art. 11(1)
- The goods go back within 14 days of the notice, unless the seller offers to collect them. The seller refunds within 14 days of the goods being handed to its named carrier. Distance reg. art. 13(1) Distance reg. art. 12(1)
- A purchase in the shop, with both sides present, is not a distance contract, and some orders have no right of withdrawal: see Online orders. Distance reg. art. 2(1) Distance reg. art. 15(1)
- Last day for the notice: 14 days after receipt
Services
- 14 days to withdraw, counted from the day the contract was made. Distance reg. art. 9(2)
- The notice goes to the seller on paper or another durable medium before the 14 days end. Distance reg. art. 11(1)
- A service begun with the consumer’s consent before the 14 days end is one of the exceptions to the right, unless the parties agree otherwise. Distance reg. art. 15(1)(h)
- Last day for the notice: 14 days after the contract
Faulty service · Ayıplı hizmet
- Pick one: the service done again, free repair of the work, a price cut, or withdrawal. All costs fall on the provider. Law art. 15(1)
- A redo or free repair cannot take more than 30 working days from the request. After that the other choices are free to use. Law art. 15(4)
- Liability for a faulty service runs for two years from the day it was performed. Law art. 16(1)
- Liability period: two years after performance
Subscription · Abonelik
- A subscription made in writing or at a distance has to come with a copy on paper or on a durable medium. Law art. 52(2)
- One with no fixed term, or a fixed term of more than one year, can be ended at any time with no reason and no penalty. A notice on paper or a durable medium is enough. Law art. 52(4)
- The seller cannot set a harder way of ending it than the way it was set up. Law art. 52(4)
- If the seller does not end it within the periods in the regulation, nothing can be asked from the consumer after those periods, even if the service was used. The unused part of the price is refunded within 15 days of the notice taking effect. Law art. 52(5)
Price mismatch · Fiyat farkı
- Where the price on the label, tariff or price list differs from the price at the till, the price in the consumer’s favour applies. Law art. 54(2)
- Retail goods carry a label with the sale price, all taxes included, and the unit price. Law art. 54(1)
- For a discounted item the label also shows the price before the discount, and the seller has to prove the item was offered at a lower price than before. Law art. 54(3)
For applications made in 2026 the committee’s limit is 186,000 TL. Below it the committee is the route. Law art. 68 At or above it mediation comes first, then the consumer court. Law art. 73/A
- 1The seller
Say which choice is wanted: repair, replacement, a price cut, or cancelling the sale. Law art. 11(1) For a withdrawal, the notice goes on paper or another durable medium and the consumer has to be able to prove it. Distance reg. art. 11(1) Distance reg. art. 11(4)
- 2Alo 175, the Ministry’s call centre
A call centre of the Ministry of Trade that gives solutions to consumer problems and directs callers to the authority to apply to. It is not one of the routes set out in the Law.
- 3The consumer arbitration committee
Below the limitBelow the limit, applying to the committee is mandatory. It sits where the consumer lives or where the transaction took place. Law art. 68(1) Law art. 68(3)
At or above the limitAt or above the limit, the committee cannot be used. One exception: a single dispute can go to the committee if the consumer waives the part above the limit, and the waived part cannot be claimed from the committee again. Law art. 68(1) Committee reg. art. 6(4)
- 4Mediation and the consumer court
Below the limitA party can object to a committee decision at the consumer court within two weeks of being notified. The court’s decision on the objection is final. Law art. 70(3) Law art. 70(5)
At or above the limitApplying to a mediator comes first: it is a condition for suing. The consumer’s mediation fee is paid from the Ministry of Justice’s budget, up to a cap. The consumer court follows. Law art. 73/A(1) Law art. 73/A(3) Law art. 73(1)
The dates are the date entered plus the period shown. Weekends, holidays and delivery times are not worked in. The committee’s limit changes each January: check the current figure on the Ministry of Trade’s committee page.
A defective product four choices, and the clocks that run
For faulty goods the buyer may use one of four choices, and the seller must carry out the one chosen. Law art. 11(1) Repair and replacement can also be claimed from the producer or importer, who are jointly liable with the seller. Law art. 11(2)
Free repair
The item is repaired at the seller’s cost, as long as the repair does not need an excessive cost.
A replacement
A non-defective equivalent of the same item, where that is possible.
A price cut
A reduction of the price in proportion to the defect. It is refunded at once.
Cancel and refund
The buyer says the item is ready to go back and withdraws from the contract. The whole price is refunded at once.
The clocks · checked 19.10.2026
How long each right lasts
Pick what was bought. The bars run from delivery on a ruler of years; the squares count working days from the request.
Goods
Years from delivery
A fault that shows up is presumed to have been there at deliverysix months
Law art. 10(1)
Warranty periodat least two years
Law art. 56(2)
Liability for a faulty goodtwo years
Law art. 12(1)
Seller’s liability for a second-hand goodat least one year
Law art. 12(2)
Free repair or replacement after the requestat most 30 working days
Law art. 11(4) One square is one working day.
- Not done in time: the other choices are free to use. Law art. 11(4)
- Too hard for the seller: where free repair or replacement would give the seller disproportionate difficulty, withdrawal and the price cut stay open. Law art. 11(3)
- Damages under the Code of Obligations can be claimed with any of the choices. Law art. 11(6)
- Goods on the regulation’s list have their own maximum repair time. Law art. 11(4)
Housing and holiday property
Years from delivery
A fault that shows up is presumed to have been there at deliverysix months
Law art. 10(1)
Warranty periodat least two years
Law art. 56(2)
Liability for a faulty goodfive years
Law art. 12(1)
Seller’s liability for a second-hand goodat least three years
Law art. 12(2)
Free repair or replacement after the requestat most 60 working days
Law art. 11(4) One square is one working day.
- Not done in time: the other choices are free to use. Law art. 11(4)
- Too hard for the seller: where free repair or replacement would give the seller disproportionate difficulty, withdrawal and the price cut stay open. Law art. 11(3)
- Damages under the Code of Obligations can be claimed with any of the choices. Law art. 11(6)
- Goods on the regulation’s list have their own maximum repair time. Law art. 11(4)
Services
Years from the day the service was performed
Liability for a faulty servicetwo years
Law art. 16(1) The two years do not apply if the fault was hidden by gross negligence or fraud. Law art. 16(2)
A redo or free repair after the requestat most 30 working days
Law art. 15(4) One square is one working day.
- The choices: the service done again, free repair of the work, a price cut, or withdrawal. Law art. 15(1)
- Not done in time: the other choices are free to use. Law art. 15(4)
- Damages can be claimed too. Law art. 15(1)
- The warranty certificate – the producer or importer issues it, and the seller has to hand it over completed. Law art. 56(1)
- A repaired item fails again – within the warranty period, or the maximum repair time is passed, or repair proves impossible: the other choices for faulty goods are open, and the seller cannot refuse the request. Law art. 56(3)
Online orders 14 days, no reason needed
An online order is a distance contract: the seller and the consumer are not in the same place. Law art. 48(1) A purchase in the shop, with both present, is not one. Distance reg. art. 2(1)
The 14 days · checked 19.10.2026
A parcel’s road, from the order to the refund
Pick the problem. Each stop on the road says what counts and by when.
I changed my mind
- The orderYou can already withdraw between the order and the delivery. Distance reg. art. 9(2)
- The parcel is on the vanThe seller hands the parcel to a carrier. That is not delivery to you. Distance reg. art. 9(4)
- Day0DeliveredThe 14 days start the day you, or a person you name, receive the goods (a service: the day of the contract). Separate parcels in one order: the day the last one arrives. Distance reg. art. 9(1)–(3)
- Day14Send the noticeSend it on paper or another durable medium before the 14 days end. The form in the regulation’s annex or any clear statement will do. You must be able to prove it. Distance reg. art. 11(1), (2), (4)Mesafeli satış sözleşmesinden cayma hakkımı kullanıyorum.I am using my right of withdrawal from the distance sales contract.
- within14daysSend the goods backWithin 14 days of the notice, unless the seller offers to collect them. Wear from using the goods as they are meant to be used is not charged. Distance reg. art. 13(1)–(2)
- within14daysThe refundThe seller refunds all payments, delivery included, within 14 days of the goods being handed to the carrier it named. If you used another carrier: from the day the goods reach the seller. One payment, the way you paid. Distance reg. art. 12(1), (4)
Not told about the right?
Then the 14 days do not bind. The right ends one year after the ordinary period would have ended, and the seller has to prove it gave the information. Distance reg. art. 10(1)
Who pays to send it back
- The carrier the seller named: nothing is charged to you.
- No carrier named: no return cost can be asked.
- The named carrier has no branch where you live: the seller has the goods collected at no extra cost. Distance reg. art. 12(5)
The parcel never came
- The order reaches the sellerThe seller has to deliver within the promised time. Distance reg. art. 16(1)
- Day30The latest dayFor goods that are not made to order, never later than 30 days from the day the order reached the seller. Distance reg. art. 16(1)
- You terminateIf the seller has not delivered, you may terminate the contract. Distance reg. art. 16(2)Siparişim süresi içinde teslim edilmedi. Sözleşmeyi feshediyorum ve bedelin iadesini talep ediyorum.My order was not delivered in time. I am terminating the contract and ask for the price to be refunded.
- within14daysThe refundThe seller refunds all payments, delivery included, within 14 days of the notice, with legal interest. Distance reg. art. 16(3)
The exceptions · checked 19.10.2026
What can’t go back
Ten kinds of order carry no right of withdrawal, unless the parties agree otherwise. Distance reg. art. 15(1) Tap an item on the shelf.
Market prices
Goods or services whose price moves with the financial markets and is outside the seller’s control.
Distance reg. art. 15(1)(a)
Made to order
Goods prepared to the consumer’s wishes or personal needs.
Distance reg. art. 15(1)(b)
Quick to spoil
Goods that spoil quickly or whose use-by date may pass.
Distance reg. art. 15(1)(c)
Hygiene goods, opened
Goods whose seal, band or package was opened after delivery and whose return is unsuitable for health and hygiene.
Distance reg. art. 15(1)(ç)
Mixed goods
Goods that mixed with other products after delivery and cannot be separated.
Distance reg. art. 15(1)(d)
Opened media
Books, digital content and computer consumables on a physical medium whose seal or package was opened.
Distance reg. art. 15(1)(e)
Newspapers and magazines
Newspapers and magazines, except under a subscription.
Distance reg. art. 15(1)(f)
Dated bookings
Accommodation, goods transport, car rental, catering and leisure for a set date or period.
Distance reg. art. 15(1)(g)
Instant online services
Services performed instantly online, and intangible goods delivered instantly.
Distance reg. art. 15(1)(ğ)
Service started early
Services whose performance began with the consumer’s consent before the 14 days ended.
Distance reg. art. 15(1)(h)
Not on the list
If what was bought is none of the ten kinds above, no exception applies.
No right of withdrawal, unless the parties agree otherwise.
Nothing on the list applies: the 14 days apply.
Three more exceptions (registered vehicles and drones, live auctions, goods installed by the seller) were annulled by a decision of the Council of State’s Tenth Chamber dated 6 May 2026. Distance reg. art. 15(1)
Price tags and subscriptions two small rules
Two everyday rules sit in the same Law as the choices for faulty goods.
- The price shown – where the price on a label, tariff or price list differs from the price at the till, the price in the consumer’s favour applies. Law art. 54(2)
- The label – retail goods carry a label with the sale price, all taxes included, and the unit price. A discounted item also shows the price before the discount, and the seller has to prove it was offered at a lower price than before. Law art. 54(1) Law art. 54(3)
- Ending a subscription – a subscription with no fixed term, or a fixed term of more than one year, can be ended at any time with no reason and no penalty. A notice on paper or a durable medium is enough, and the seller cannot set a harder way of ending it than the way it was set up. Law art. 52(4)
- After the notice – if the seller does not end the subscription within the periods in the regulation, nothing can be asked from the consumer after those periods, even if the service was used. The unused part of the price is refunded within 15 days of the notice taking effect. Law art. 52(5)
Words to say in Turkish, to a seller
Short lines for a counter or a message. Show enlarges a line on the screen, Listen reads it aloud, Copy puts it in a chat or an email.
Ürün arızalı. Ücretsiz onarılmasını talep ediyorum.
ew-rewn ah-ruh-zah-luh. ewj-ret-siz oh-nah-ruhl-mah-suh-nuh tah-lep eh-dee-yoh-room
The product is faulty. I ask for it to be repaired free of charge.
Ürünün ayıpsız bir benzeriyle değiştirilmesini talep ediyorum.
ew-rew-newn ah-yuhp-suhz beehr ben-zeh-ree-leh deh-ish-tee-reel-meh-see-nee tah-lep eh-dee-yoh-room
I ask for the product to be replaced with a non-defective equivalent.
Sözleşmeden dönüyorum. Ürünü geri vermeye hazırım; bedelin iadesini talep ediyorum.
sur-lesh-meh-den dur-new-yoh-room. ew-rew-new geh-ree ver-meh-yeh hah-zuh-ruhm; beh-deh-lin ee-ah-deh-see-nee tah-lep eh-dee-yoh-room
I am withdrawing from the contract. I am ready to return the product; I ask for the price to be refunded.
Doldurulmuş garanti belgesini alabilir miyim?
dol-doo-rool-moosh gah-rahn-tee bel-geh-see-nee ah-lah-bee-leer mee-yeem
May I have the completed warranty certificate?
Mesafeli satış sözleşmesinden cayma hakkımı kullanıyorum.
meh-sah-feh-lee sah-tuhsh sur-lesh-meh-sin-den jai-mah hahk-kuh-muh kool-lah-nuh-yoh-room
I am using my right of withdrawal from the distance sales contract.
İade için hangi kargo firmasını kullanmalıyım?
ee-ah-deh ee-chin hahn-gee kahr-goh feer-mah-suh-nuh kool-lahn-mah-luh-yuhm
Which carrier should I use for the return?
Siparişim süresi içinde teslim edilmedi. Sözleşmeyi feshediyorum ve bedelin iadesini talep ediyorum.
see-pah-ree-shim sew-reh-see ee-chin-deh tes-leem eh-deel-meh-dee. sur-lesh-meh-yee fes-heh-dee-yoh-room veh beh-deh-lin ee-ah-deh-see-nee tah-lep eh-dee-yoh-room
My order was not delivered in time. I am terminating the contract and ask for the price to be refunded.
Etiketteki fiyat ile kasa fiyatı farklı. Tüketici lehine olan fiyatın uygulanmasını talep ediyorum.
eh-tee-ket-teh-kee fee-yaht ee-leh kah-sah fee-yah-tuh fahrk-luh. tew-keh-tee-jee leh-hee-neh oh-lahn fee-yah-tuhn ooy-goo-lahn-mah-suh-nuh tah-lep eh-dee-yoh-room
The label price and the till price differ. I ask for the price in the consumer’s favour to be applied.
Aboneliğimi sonlandırmak istiyorum.
ah-boh-neh-lee-mee son-lahn-duhr-mahk ees-tee-yoh-room
I want to end my subscription.
Fesih bildiriminin bir kopyasını alabilir miyim?
feh-seeh beel-dee-ree-mee-neen beehr koh-pee-yah-suh-nuh ah-lah-bee-leer mee-yeem
May I have a copy of my notice of termination?
The consumer arbitration committee below the limit
Below the limit, applying to the committee is mandatory; above it, an application cannot be made. Law art. 68(1)
The limit · checked 24.10.2026
- 186,000 TLThe limit for applications made in 2026. Below it the committee is the route. Law art. 68(1) Tebliğ art. 3
- Every JanuaryThe limit is raised by the revaluation rate. Law art. 68(4)
- The day you applyThe limit on the day of the application is the one that counts. Committee reg. art. 6(3)
- Where. At the committee where the consumer lives or where the transaction took place. Where a district has no committee, the district governor’s office takes the application and passes it on. Law art. 68(3) Tebliğ art. 4(2)
- How. In person or through a lawyer, by hand, by post, or online through e-Devlet and the consumer information system (TÜBİS). There is no oral application, and the online route runs through TÜBİS. Committee reg. art. 11(1) Ministry, committee page
What the application holds
Everything on the list is at hand.
The case file · checked 19.10.2026
From the application to the decision
- 7daysThe chair checksIf something is missing or inconsistent, the chair asks in writing and gives seven days. A second application for the same dispute cannot be made. Committee reg. art. 11(5)–(6)
- 6monthsThe decisionThe committee decides within six months of the application at the latest. That can be extended by up to three more. On the parties’ request for an urgent review, the chair can take the file first; this also applies to foreign nationals who live outside Turkey. Committee reg. art. 21(1)–(2) The decision binds the parties, and the committee cannot award a lawyer’s fee. Law art. 70(1)
- 2weeksThe objectionA party can object at the consumer court within two weeks of being notified. The objection does not stop enforcement by itself, but a judge can stop it on request. The court’s decision on the objection is final. Law art. 70(3), (5)
- FeesWho paysWhere the committee decides against the consumer, the notification and expert fees are covered by the Ministry. Where it decides for the consumer, the other party pays them. Law art. 70(7) Committee reg. art. 29
Just over the limit
A single dispute that goes over the limit can still be taken to the committee if the consumer waives the part above it. The waived part cannot be claimed from the committee again. Committee reg. art. 6(4)
At or above the limit mediation, then court
At or above the limit the committee is not available. Law art. 68(1) For a case before a consumer court, applying to a mediator first is a condition of suing. The exceptions include disputes within the committee’s task and objections to committee decisions. Law art. 73/A(1)
- Mediation – the consumer’s mediation fee is paid from the Ministry of Justice’s budget, up to the two-hour fee in the first part of the mediation tariff, whether or not the sides reach an agreement. Law art. 73/A(3)
- The court – consumer courts hear consumer disputes, and a consumer action can be filed where the consumer lives. Law art. 73(1) Law art. 73(5)
- Court costs – consumer actions are exempt from court fees. Law art. 73(2) An expense advance is still due under the Code of Civil Procedure. Ministry, committee page
Other channels a helpline and a private site
Alo 175
The Ministry of Trade’s call centre. It gives solutions to consumer problems and directs callers to the authority to apply to for consumer disputes. It also gives information on products that carry risks to health or to personal and property safety.
The committees
The Ministry’s information text on the consumer arbitration committees: the limit, how to apply, and the application form on the Ministry’s site.
Şikayetvar (sikayetvar.com) is a private complaint website. It is not one of the routes in Law 6502.
Questions short answers
Does the 14-day right apply to something bought in a shop?
No. The 14 days come from the distance-contract regulation, which applies to contracts made without the seller and the consumer being physically present at the same time: an online order, not a purchase over the counter. Distance reg. art. 2(1) Law art. 48(1) A faulty item from a shop falls under the choices for faulty goods like any other sale. Law art. 11
Do the rules cover tourists and foreign residents?
A committee application takes a passport number or a foreign ID number from people who are not Turkish citizens, and the urgent-review rule names foreign nationals with no home in Turkey. Committee reg. art. 11(3) Committee reg. art. 21(2) An application can go to the committee where the transaction took place. Law art. 68(3)
Who pays to send an online order back?
Where the goods go back through the carrier the seller named, the consumer cannot be charged for the return. If the seller named no carrier, no return cost can be asked. If the named carrier has no branch where the consumer is, the seller has to have the goods collected at no extra cost. Distance reg. art. 12(5)
How long does a refund take?
It depends on the case. After a withdrawal, 14 days from the day the goods are handed to the seller’s named carrier. Distance reg. art. 12(1) After a termination for late delivery, 14 days from the notice. Distance reg. art. 16(3) After a price cut or a cancelled sale for a fault, at once. Law art. 11(5) After ending a subscription, 15 days from the notice taking effect, for the unused part. Law art. 52(5)
A fault shows up after six months. What changes?
The presumption that the fault was there at delivery covers the first six months. Law art. 10(1) The claim itself runs for two years from delivery Law art. 12(1), and the warranty period is at least two years. Law art. 56(2)
Is a second-hand purchase covered?
Yes, with a shorter minimum: the seller’s liability for a second-hand good cannot be set under one year (three for housing and holiday properties). Law art. 12(2)
Keep reading before and after you buy
Hepsiburada
The guide to ordering from Hepsiburada.
Amazon Turkey
The guide to ordering from Amazon Turkey.
Shopping online in Turkey
Buying in Turkey online and shipping abroad.
Sources laws and Ministry pages
A rule can be amended and the limit changes every January: check the current text before relying on a detail.
- Tüketicinin Korunması Hakkında Kanun (No. 6502) – Resmî Gazete, 28 November 2013, no. 28835; consolidated text on mevzuat.gov.tr, checked 19.10.2026
- Mesafeli Sözleşmeler Yönetmeliği – Ticaret Bakanlığı, Resmî Gazete, 27 November 2014, no. 29188; amended 23 August 2022 (no. 31932) and 24 May 2025 (no. 32909); consolidated text on mevzuat.gov.tr, checked 19.10.2026
- Tüketici Hakem Heyetleri Yönetmeliği – Ticaret Bakanlığı, Resmî Gazete, 21 September 2022, no. 31960; consolidated text on mevzuat.gov.tr, checked 19.10.2026
- Tebliğ on the monetary limits in art. 68 of Law 6502 and art. 6 of the committee regulation – Ticaret Bakanlığı, Resmî Gazete, 23 December 2025, no. 33116, checked 19.10.2026
- Tüketici Hakem Heyetlerine İlişkin Bilgilendirme Metni – Ticaret Bakanlığı, page dated 22 January 2026, checked 24.10.2026
- Alo 175 – Ticaret Bakanlığı, page dated 31 December 2024, checked 24.10.2026
The illustrations show no real person.
