Consumer Rights in Türkiye 2026: Returns and Complaints

تركيا · Dec 29, 2025

Consumer Rights in Türkiye 2026: Returns, Defects, Warranties and Complaints

1) Online purchases and shop purchases are different
Qualifying distance sales generally provide a 14-day right to withdraw without giving a reason, subject to statutory exceptions. Buying in a physical shop does not normally give the same general change-of-mind right; the shop's policy and your rights over defective goods are separate matters.

2) The distance-sale withdrawal period
For goods, it generally begins on delivery. Notify the seller through a method you can retain. If the required withdrawal information was not provided correctly, the normal 14-day limit does not bind the consumer; the extended right expires no later than one year after the ordinary withdrawal period would have ended. If proper information is supplied during that year, a 14-day period begins when it is supplied. The seller must fulfil the order within the promised period, subject to the normal maximum of 30 days for ordinary goods; failure to do so can entitle the consumer to terminate. Personalised orders have different delivery rules. See Articles 10 and 16 of the official distance-sales regulation. Exceptions include certain personalised, perishable and unsealed hygiene goods, and specified services. Check the Ministry of Trade's current distance-sales guidance before assuming a purchase is covered.

3) Defective goods: the available remedies
The consumer can generally choose to return the goods and end the contract, keep them with a proportionate price reduction, request free repair, or request a replacement without the defect. The repair and replacement options have statutory feasibility and proportionality limits. The seller cannot simply replace your legal rights with its preferred policy.

4) Important periods

Liability for defective goods is generally subject to a two-year limitation period from delivery unless a longer period applies.
For residential or holiday property, the general period is five years.
For second-hand goods, liability generally cannot be reduced below one year; second-hand residential or holiday property has a three-year minimum. There are qualifications, including known defects.
Goods requiring a warranty certificate generally have a minimum two-year warranty, subject to the applicable product rules.

See the official guidance on defective goods and warranty certificates. Concealment through fraud or gross fault can affect limitation rules.

5) A practical complaint sequence

Write to the seller, describe the defect and state the remedy you request.
Keep the invoice, receipt or order number, photographs, correspondence and any service report.
If unresolved, apply through the appropriate consumer-dispute route.

6) Consumer arbitration committee or court?
For 2026, disputes below TRY 186,000 fall within the consumer arbitration committees' monetary jurisdiction. At or above that amount, the court route applies, generally with mandatory mediation first where required. Applications can be made in person, by post or electronically through TÜBİS via e-Devlet. See the Ministry of Trade's 2026 guidance. The amount changes annually.

Message to a seller

Code:

Hello,
I bought [product] on [date] through [shop/platform], order number [reference].
The defect is [brief description]. I request [replacement/free repair/refund/price reduction].
Evidence is attached. Please provide a written response within 48–72 hours if possible.
Thank you.

That requested response time is a practical proposal, rather than a universal legal deadline.

Practical takeaway
Distinguish a change-of-mind return from a defect claim, preserve the evidence and use the correct complaint route if the seller does not resolve it.

Related guides

Consumer Rights in Türkiye 2026: Returns and Complaints

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