Turkey has a comprehensive consumer protection regime designed to ensure that buyers of goods and services are treated fairly and that businesses operate transparently, responsibly, and in compliance with the law. The core of this legal framework is the Law No. 6502 on the Protection of the Consumer (Tüketicinin Korunması Hakkında Kanun), which was enacted in 2013 and regularly updated by the Ministry of Trade to reflect global consumer law trends and digital economy challenges.
At ER&GUN&ER Law Firm, we represent both domestic and international clients in all areas of consumer protection law in Turkey, including complaint filings, refunds, product liability, arbitration applications, and court representation. Our English Speaking Turkish Lawyers provide expert legal support for individual consumers, online shoppers, foreign residents in Turkey, and companies operating in regulated sectors such as electronics, automotive, healthcare, and e-commerce. As the best lawyer firm in Turkey for consumer disputes, we combine litigation skills with strategic negotiation to resolve conflicts quickly and lawfully.
Scope of the Turkish Consumer Protection Law
Law No. 6502 applies to all transactions where a consumer purchases a good or service from a commercial or professional entity. The law defines a consumer as any real person acting for non-commercial purposes. Therefore, purchases made for business use or resale are excluded from protection. This law covers:
- Retail sales and services in physical stores
- E-commerce and remote contracts
- Credit purchases and installment agreements
- Warranty obligations and product repair terms
- Defective goods and service liability
- Unfair commercial practices and misleading advertising
Our Turkish Law Firm assists both Turkish and foreign consumers in identifying whether their complaint falls under the law’s definition and prepares formal legal notices, arbitration petitions, and mediation files where appropriate.
Consumer Rights Under Turkish Law
The law guarantees a wide range of consumer rights in Turkey. These rights are legally enforceable and have been reinforced by numerous Supreme Court decisions. Key consumer rights include:
- Right to withdrawal: Consumers have 14 days to cancel online purchases without giving a reason
- Right to refund or repair: For defective goods within warranty period
- Right to compensation: If misleading advertising or defective service causes financial or emotional damage
- Right to clear and full information: Sellers must provide product origin, price, warranty conditions, and tax-inclusive costs
- Right to file a complaint: Consumers can apply to arbitration boards and consumer courts free of charge
Our English Speaking Turkish Lawyers advise clients on how to exercise these rights, especially when they face resistance from vendors or service providers that ignore or delay valid consumer requests.
Defective Goods and Services: Your Legal Options
If a product or service you purchased fails to perform as expected or turns out to be defective, you have several legal remedies under the law. These include:
- Free repair within warranty period
- Replacement with a new product
- Price reduction proportional to the defect
- Full refund and cancellation of the transaction
However, legal timing is critical. Defects must be reported promptly, and if the product is under a commercial guarantee, the claim must fall within that period. Our Turkish Law Firm helps consumers prove the existence of defects through technical reports and prepares formal demand letters to prevent disputes from escalating into lawsuits.
Consumer Arbitration Boards in Turkey (Tüketici Hakem Heyeti)
One of the most effective tools available to consumers in Turkey is the Consumer Arbitration Board (Tüketici Hakem Heyeti). These administrative bodies are designed to resolve low-value disputes quickly and without litigation. As of 2025, applications are permitted for claims up to 104,000 TRY. Disputes above this limit must be filed directly with a Consumer Court.
Filing is free, and decisions are legally binding unless appealed in court within 15 days. The application can be submitted in person, by mail, or online through the Tüketici Bilgi Sistemi (TÜBİS) platform. Required documents include:
- Sales receipt or invoice
- Product warranty or user manual
- Written complaint or correspondence
- Bank transaction records
Our English Speaking Turkish Lawyers prepare comprehensive application files, draft petition statements, and follow the decision process on behalf of clients—especially useful for foreign nationals who may not speak Turkish or understand the procedural steps.
Consumer Court Process in Turkey
For higher-value claims or appeals from arbitration board decisions, consumers can pursue litigation in Consumer Courts (Tüketici Mahkemesi). These courts handle complex or high-risk disputes involving financial institutions, real estate developers, online marketplaces, electronics retailers, and healthcare providers.
Litigation may seek:
- Contract termination and refund
- Compensation for loss or moral damages
- Injunction against unfair business practices
- Enforcement of warranties or obligations
Our Turkish Law Firm represents both consumers and companies in court, conducts expert witness analysis, and appeals unlawful judgments to the Regional Court of Appeal or the Court of Cassation (Yargıtay).
Online Shopping and Distance Selling Protections
E-commerce and digital services are increasingly dominant in the Turkish economy. To protect consumers in this area, the Ministry of Trade has enacted strict rules under the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği). These rules apply when:
- The contract is concluded online, by phone, or electronically
- The product or service is delivered without face-to-face interaction
- The seller operates from a professional or commercial capacity
Consumers have the right to:
- Cancel any online purchase within 14 days, without justification
- Receive full refunds within 10 days of return
- Be clearly informed of prices, fees, and return policies before purchase
- Reject auto-renewals or hidden fees
Our English Speaking Turkish Lawyers advise clients on cross-border e-commerce cases, faulty delivery issues, and situations involving foreign-based websites selling to Turkish customers without a proper Turkish representative.
Rights of Foreign Consumers in Turkey
Foreign nationals residing, working, or traveling in Turkey enjoy the same rights as Turkish citizens under the Consumer Protection Law. Whether you purchase real estate, sign a gym membership, use online delivery apps, or enroll in language courses, you are entitled to legal protections against fraud, misrepresentation, or defective performance.
Our Turkish Law Firm offers multilingual assistance for expats and tourists, prepares notarized petitions when needed, and helps recover losses from vendors who attempt to exploit language or documentation gaps.
FAQ: Consumer Protection in Turkey
- Q1: How long do I have to file a consumer complaint?
Generally, 2 years from the date of purchase or service—longer in cases involving warranties or hidden defects. - Q2: Can I file a complaint without a lawyer?
Yes. For arbitration board claims, a lawyer is not required. For court cases, legal representation is recommended. - Q3: Do foreign residents have the same consumer rights?
Yes. Rights apply equally to all consumers, regardless of nationality. - Q4: What if I lost the invoice?
Bank statements or signed delivery records may be accepted as proof in most cases. - Q5: Can I sue an online seller based abroad?
Yes, if the company sells to Turkey. Enforcement may depend on treaties and cooperation agreements. - Q6: Is refund mandatory for defective products?
Yes, if repair or replacement is not possible, a refund is a legal right under Article 11 of Law No. 6502. - Q7: What if the seller ignores the arbitration board ruling?
The decision becomes enforceable through the execution court (İcra Mahkemesi). - Q8: Can I complain about airlines or mobile operators?
Yes. They are regulated but still fall under consumer law for most service disputes. - Q9: What is the timeline for arbitration decisions?
Typically between 3–6 months, depending on jurisdiction and complexity. - Q10: How can a Turkish Law Firm help?
We file your complaint, represent you at hearings, and ensure enforcement of judgments or refunds.
Enforce Your Consumer Rights with a Turkish Law Firm
Whether you're a local shopper or an international buyer, protecting your consumer rights in Turkey requires legal knowledge and procedural confidence. From refund claims to product recalls, from broken contracts to data privacy breaches—consumer law touches every aspect of modern life.
At ER&GUN&ER Law Firm, our English Speaking Turkish Lawyers empower you to assert your rights, recover your losses, and challenge unfair business behavior. As the best lawyer firm in Turkey for consumer protection, we deliver practical legal support, backed by litigation expertise and deep knowledge of the evolving Turkish consumer landscape.