Consumer Law

Consumer law is a specialized field of law that ensures consumers are protected against unfair practices they may encounter while purchasing goods and services. It is governed by both national and international regulations. From defective goods and the right of withdrawal to consumer contracts and warranty procedures, many topics are addressed in this area. In Turkey, the main legal framework that secures consumer rights is the Law on the Protection of the Consumer No. 6502. Especially issues related to online shopping, subscription agreements, and credit card transactions are among the most common subjects of consumer complaints.
Consumers often suffer loss of rights due to lack of knowledge on issues such as returning defective products, service defects, misleading advertisements, distance sales contracts, and the validity of warranty documents. Legal procedures like applying to the consumer arbitration board, filing a lawsuit, and meeting deadlines can become complicated without professional assistance. At this point, a consumer law attorney plays an essential role in speeding up the process and protecting rights effectively.
As Uzunpınar & Tüfek International Law Firm, we provide strong legal consultancy services to both individual and corporate clients with our years of experience in consumer law. We offer comprehensive legal support in cases such as lawsuits for return, replacement or compensation against defective goods and services, disputes arising from installment sales and prepaid housing contracts, consumer rights violations in online purchases, disputes with banks regarding credit cards, and consumer credit issues. Consumer rights, when defended with the right steps at the right time, rely on a solid legal foundation.

Today, problems arising especially in online shopping through e-commerce platforms and resulting distance contract disputes are among the most frequently handled areas of consumer law. Disputes over the duration of the right of withdrawal, undelivered products, incorrect invoicing, and warranty claims that are rejected are frequently brought to legal proceedings. In all these cases, procedures such as consumer court or arbitration board applications should be followed carefully, and legal action should be initiated when necessary.
Our Istanbul-based law office conducts services such as lawsuit follow-up in consumer disputes, mediation procedures, presentation of evidence, and expert reports to prevent any loss of rights. We develop specific legal strategies especially for e-commerce victims, those who face violations of warranty periods, consumers whose return requests are rejected, and those facing difficulties in cancelling subscriptions. You can contact us from the beginning of the process to protect your consumer rights effectively and receive support from our experienced lawyers.
Our Services in the Field of Consumer Law
1. Defective Goods and Services Disputes
(Return, replacement, and compensation claims due to defective products, faulty goods, or poor-quality services)
2. Unfair Terms in Consumer Contracts
(Cancellation of unfair terms in contracts that are against the consumer’s interest)
3. Applications to the Consumer Arbitration Board
(Filing and objection procedures before the arbitration board for disputes below a certain monetary threshold)
4. Distance Sales and E-Commerce Disputes
(Right of withdrawal and delivery issues in online purchases of goods and services)
5. Subscription Agreements and Right of Withdrawal
(Termination of phone, internet, or gym subscriptions and cancellation penalties)
6. Bank, Loan, and Credit Card Disputes
(Unjust loan charges, credit card annual fee refunds, and terms of loan agreements)
7. Consumer Rights in Housing and Vehicle Sales
(Legal action for defects or delivery delays in new houses or vehicles)
8. Consumer Court Cases and Appeals
(Litigation in consumer courts, objection to decisions, and appeal procedures)

 

 

1. What should I do if the product I purchased is defective?
If the product you purchased is defective, you have several rights under the Consumer Protection Law No. 6502. These include requesting free repair, replacement with a non-defective product, refund, or a discount proportional to the defect. You can choose any of these remedies. The seller is obligated to fulfill your chosen remedy. You must make these requests within two years from the date of delivery.

2. Can I return a product I bought online?
Yes, in distance sales, you have the right to withdraw from the contract within 14 days from the date you receive the product, without any justification. You can notify the seller of your withdrawal and return the product within this period. The seller is obliged to refund the product price within 14 days of receiving the returned product. However, some products (e.g., personal use items) may be excluded from the right of withdrawal. Therefore, it's important to check whether the right of withdrawal applies before purchasing.

3. How can I apply to the consumer arbitration committee?
To apply to the consumer arbitration committee, you can submit a written or electronic application to the committee in your place of residence or where the seller is located. You need to provide documents related to your complaint (invoice, contract, correspondence, etc.). As of 2025, disputes with a value below 104,000 TL fall under the jurisdiction of the arbitration committees. Your application is usually concluded within 6 months. The decisions of the arbitration committee are binding, and parties can appeal these decisions.

4. My product broke during the warranty period. What can I do?
If your product breaks during the warranty period, you have the right to request free repair. If the same defect recurs during the warranty period or the repair takes more than 30 business days, you can request a replacement or a refund. The terms and durations specified in the warranty certificate determine the use of these rights. The seller or authorized service is obliged to fulfill your warranty-related requests. If you encounter any issues, you can apply to the Consumer Arbitration Committee.

5. I want to cancel my subscription contract. How can I do it?
To cancel your subscription, you must send a written notice to the service provider. You should follow the termination conditions and deadlines stated in the contract. If the subscription includes a commitment period, an early termination fee may be requested. However, if the service is defective, the contract is violated, or the commitment is extended without your consent, you have the right to cancel without penalty. Keeping a record of the cancellation process will help you protect your rights in case of future disputes.

6. The product I bought was damaged during shipping. Who is responsible?
The seller is primarily responsible for products damaged during shipping. As a consumer, you should inspect the package upon delivery and request a damage report if necessary. If the seller refuses a return or replacement despite the report, you may apply to the arbitration committee. The delivered item is considered defective, and you can exercise your legal rights. Therefore, always be careful during delivery and keep all related documents.

7. I used my right of withdrawal, but I didn't get a refund. What should I do?
If you exercised your right of withdrawal within the legal period, the seller must refund your payment within 14 days. If the refund has not been made, you can apply to the Consumer Arbitration Committee. Be sure to attach the receipt, communications, and your withdrawal notice to your application. The seller may face legal penalties for not fulfilling their legal obligations. Don't hesitate to seek your rights—this process is fully protected by law.

8. Can I return a product I bought with installment payment?
Yes, the right of withdrawal also applies to products purchased in installments. If you send your withdrawal notice within 14 days, the contract is canceled and payments are refunded. If the product was purchased with a loan, the loan agreement is also terminated. Once the return process is completed, the bank stops collecting installments. It is important to keep all documents and make your requests in writing.

9. What can I do if the product does not have a warranty certificate?
The absence of a warranty certificate does not mean you lose your consumer rights. According to the Consumer Law, you are still protected if the product is defective. You can file a complaint using the invoice or sales receipt. A warranty certificate provides extra rights, but your main rights are defined by law. If the product is faulty, you can request a refund or a replacement.

10. Is there a difference between a defective product and a hidden defect?
Yes, a defective product is one with visible or easily noticeable flaws. A hidden defect refers to issues that appear after initial use or are not immediately noticeable. In hidden defect cases, consumer rights still apply as long as you act within the legal period. In such cases, the burden of proof may be on the consumer. You can use technical service or expert reports as evidence.

11. I opened the gift package of the product I bought. Can I return it?
Yes, to use your right of withdrawal, it is sufficient that the product has only been inspected at a “basic usage” level. Even if the gift packaging has been opened, you still have the right to return it if the product is unused and suitable for resale. The seller cannot refuse a return just because the package was opened. However, if the product is custom-made or related to hygiene, the right of withdrawal may not apply. It is recommended to handle the return process in writing.

12. Can I appeal the decision of the consumer arbitration committee?
Yes, both the consumer and the seller may appeal the arbitration committee’s decision by filing a petition with the consumer court within 15 days from the date of notification. In that case, the court re-evaluates the committee’s decision and makes a binding judgment. It is important to support your appeal with detailed evidence and justification. Getting legal support during the court process can help prevent loss of rights. The committee’s decision cannot be enforced until it becomes final.

13. Can consumer loan fees be refunded?
Yes, fees such as loan allocation fees or file processing charges taken unfairly by banks from consumers can be refunded. To claim a refund, you must first apply to the bank in writing, and if unsuccessful, you can apply to the arbitration committee. If the fee collected by the bank has no legal basis, a refund decision will be issued. It is important to support your application with relevant documents. Not all charges included in contracts by banks are necessarily legal.

14. The seller did not deliver the product. What can I do?
If the seller unjustifiably delays or fails to deliver the product, you have the right to withdraw from the contract. In such a case, you can request a refund. You may also file a lawsuit in the consumer court for the undelivered product. Additionally, you can claim compensation for any damages caused by the delay. It is important to keep written documentation and email records throughout the process.

15. Where can I report misleading advertisements that violate consumer rights?
You can report misleading or false advertisements to the Advertising Board under the Ministry of Trade. Complaints can be submitted online via the e-Government system. The Advertising Board reviews complaints and may stop the advertisement or impose administrative penalties if necessary. False discounts, exaggerated health claims, and deceptive promotions can all be reported. It helps the process if consumers document and submit evidence with their complaints.

16. The product I bought broke down shortly after delivery. Do I have any rights?
Yes, if the product broke down shortly after delivery, it is considered a "defective product." The seller is responsible for ensuring the product is free from defects. You can request repair, replacement, refund, or a discount for up to two years. This period is a legal right and is independent of any warranty. It is important to act within the legal time and keep your documents.

17. A charge was made on my credit card without my knowledge. What should I do?
If a transaction was made without your knowledge, you should contact your bank immediately. The bank may investigate and cancel the transaction or refund you. You have the right to dispute unauthorized charges within 13 months. If necessary, you can apply to the Consumer Arbitration Committee to start legal proceedings. It is important to keep records and act quickly.

18. The seller refuses to repair the product under warranty. What can I do?
The seller is obligated to fulfill warranty responsibilities. If the product is defective within the warranty period, they cannot refuse repair or replacement. If they do, you can submit a complaint to the Consumer Arbitration Committee. The committee’s decision is binding, and penalties can be imposed on the seller. Service reports and written communication should be used as evidence.

19. Do I have the right to return discounted products?
Yes, the right of withdrawal applies to discounted products as well. If the product is not custom-made and is not subject to hygiene-related restrictions, you have the right to return it within 14 days. The seller cannot deny this right just because the product was on sale. However, pay attention to exceptions such as "hygiene products" or "custom-made items." It is recommended to notify your return request in writing.

20. The seller denies receiving the product I returned. What should I do?
To prove that you returned the product, you should keep the shipping receipt, delivery report, or signed acknowledgment of receipt. If the seller denies receipt despite these documents, you can apply to the arbitration committee. In such cases, the burden of proof is usually on the seller, not the consumer. It is advisable to use a reliable courier and track your shipment. Proper documentation of the return process is essential.

21. I didn’t like the service I bought online. Can I cancel it?
You also have a right of withdrawal in service contracts. If the service has not started yet, you can withdraw from the contract within 14 days without any reason. If the service has already started without your consent or clear information, you can still exercise your withdrawal right. However, if the service has been fully performed, the right to withdraw no longer applies. Not liking the service is a valid reason for withdrawal within the legal period.

22. Are consumer rights only applicable to individuals?
No, consumer rights apply to anyone who purchases goods or services for non-commercial and end-use purposes. If a company makes a purchase for commercial use, it is not considered a consumer, and commercial law applies. However, if you purchase as an individual for personal use, you are always treated as a consumer. Correctly identifying the consumer status is crucial when seeking legal remedies. Misclassification may lead to loss of rights.

23. What is the difference between the Consumer Court and the Arbitration Committee?
The Consumer Arbitration Committee is an administrative solution for disputes under a certain monetary threshold. The Consumer Court is a judicial authority responsible for higher-value or appealed disputes. The arbitration committee’s decision is binding but can be challenged in court. A court decision becomes enforceable once finalized. Which authority you apply to depends on the value of your dispute.

24. Can I get a discount if I pay off an installment plan early?
Yes, if you make an early payment, you have the right to a proportional discount on the remaining debt. This discount is calculated based on the remaining principal and interest. The seller or loan provider is required to apply this discount. It is important to request this right in writing when making the early payment. Otherwise, the discount may not be granted.

25. The seller refuses to exchange the product and only offers repair. Is this legal?
As a consumer, you have several options when dealing with a defective product. If the product is faulty, you can choose not only repair but also replacement, refund, or a price reduction. The seller cannot impose only one solution. The choice belongs to the consumer, and the seller must comply. If your request is rejected, you can apply to the arbitration committee for resolution.

26. I signed at delivery but the product was incomplete. What can I do?
Signing at delivery does not mean that all products were complete and undamaged. If you noticed a missing item after opening the package, you should immediately inform the seller. Keep related documents (such as the shipping label and box photos) and request compensation for the missing item. The seller is responsible for incomplete deliveries. If the issue is not resolved, you can apply to the arbitration committee.

27. The product is faulty, but I lost the receipt. Can I still claim my rights?
Yes, you can still seek your rights even without a receipt. As long as you can prove the payment, your consumer rights remain valid. Credit card statements, bank receipts, or email correspondence can be accepted as evidence. A receipt strengthens your claim but is not mandatory. You can proceed with your complaint using the available evidence.

28. I bought the product just before the price dropped. Can I return it and buy it again?
Legally, there is no right of return based solely on a price change. However, if the withdrawal period (14 days) is still valid, you can return the product and repurchase it at the discounted price. This action is entirely within your legal rights. The seller cannot prevent this. However, the return must comply with the standard return conditions.

29. Do consumer rights apply to second-hand products?
Yes, consumer rights apply to second-hand products as well, although some limitations may exist. Factors such as the product’s age, usage duration, and nature of the defect are taken into account. Wear and tear from normal use is not considered a defect. However, if there are serious issues, the consumer can still request a refund or replacement. The seller is obligated to provide honest information.

30. How can I defend my consumer rights more easily?
It is important to keep all documents (invoice, email, shipping label, etc.), record the process, and use written communication. The application process to arbitration committees and courts is free or low-cost. You can consult a lawyer if necessary. Many procedures can be completed online via e-Government. Knowing your rights and acting promptly will make the process easier.