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CONSUMER RIGHTS

According to the United Nations Guidelines for Consumer Protection (1985), to which Türkiye is also a party, consumers are entitled to nine fundamental and universal rights.

These rights are as follows:

1. Right to the Satisfaction of Basic Needs

Consumers have the right to access essential goods and services such as housing, heating, lighting, drinking water, communication, and transportation.

2. Right to Safety

Consumers have the right to expect that all goods and services offered for sale are safe and do not pose a risk to human life or health.

3. Right to Be Informed

Consumers have the right to receive accurate and sufficient information to make informed purchasing decisions and to be protected against misleading advertisements, labels, packaging, and promotional materials.

4. Right to Consumer Education

Consumers have the right to receive education that enables them to understand and protect their rights and interests.

5. Right to Redress

Consumers have the right to compensation for damages arising from defective goods or services and, where appropriate, to replacement or repair of the purchased goods or services.

6. Right to a Healthy Environment

Consumers have the right to live in a healthy environment where natural resources are used responsibly and preserved for future generations.

7. Right to the Protection of Economic Interests

Consumers have the right to access a variety of goods and services at competitive prices and to receive adequate after-sales support and technical service.

8. Right to Choose

Consumers have the right to choose from a variety of products and services. In markets where competition is insufficient, governments should take the necessary measures to ensure the availability of quality goods and services at reasonable prices.

9. Right to Representation and Consumer Advocacy

Consumers have the right to organize, be represented, make their voices heard, and participate in public decision-making processes in order to protect their rights and interests.

WHAT ARE YOUR RIGHTS WHEN YOU PURCHASE DEFECTIVE GOODS?

When shopping, you have the right to expect that the goods you purchase meet reasonable quality standards.

The product you purchase should:

  • Be free from defects.

  • Possess the characteristics described on its packaging, user manual, advertisements, or those promised by the seller.

  • If no written agreement exists, all statements made by the seller regarding the product shall be considered part of the sales agreement.

If you discover that the product is defective after purchase, within 15 days from the purchase date you have the right to request one of the following:

  • Replacement of the defective product.

  • A full refund.

  • A price reduction proportional to the defect.

  • Free repair of the product.

If the defect is hidden or intentionally concealed, this right may be exercised within 2 years.

If you suffer financial or moral damages due to a defective product, the seller, manufacturer, producer, or importer is responsible for compensating those damages.

If you encounter difficulties in resolving your complaint, do not give up. Informing the seller that you intend to apply to the Consumer Arbitration Committee may often be sufficient.

If you believe you are right, pursue all legal remedies available to protect your rights.

Otherwise, not only will you suffer financial loss, but you may also encourage unfair business practices and contribute to similar harm being experienced by other consumers.

WHO IS A CONSUMER?

A consumer is any natural or legal person who purchases and uses goods or services for personal purposes.

Persons purchasing goods for commercial purposes are not considered consumers.

Companies are generally not regarded as consumers because they engage in commercial activities. However, if a company purchases items such as office food supplies or stationery for its own internal use, it may be considered a consumer in that context.

WHY IS CONSUMER PROTECTION IMPORTANT?

Every individual is a consumer throughout life.

With technological advances and mass production, products and services that may be harmful to human health can enter the market.

Regardless of race, color, language, political opinion, or other differences, all people share one universal characteristic—they are consumers.

Protecting such a broad segment of society is therefore of great importance.

WHAT IS A DEFECTIVE PRODUCT OR SERVICE?

A defective product or service is one that:

  • Does not comply with the characteristics or quantity stated on its packaging, label, user manual, promotional materials, or promised by the seller.

  • Reduces or eliminates the value or expected benefit of the product.

  • Contains physical, legal, or economic defects.

Simply put, damaged, broken, torn, expired, faulty, or otherwise defective products and services are considered defective.

WHAT CAN A CONSUMER DO IF A DEFECTIVE PRODUCT OR SERVICE IS SOLD?

The consumer may choose any one of the following remedies:

  • Return the product and receive a full refund.

  • Request a replacement with a new product.

  • Request repair of the defect.

  • Request a price reduction proportional to the defect.

The consumer is free to choose any of these remedies, and the seller is legally obliged to fulfill the selected request.

IS THERE A TIME LIMIT FOR EXERCISING THESE RIGHTS?

The consumer should inspect the product within 15 days after delivery and notify the seller if any defect is discovered.

If the defect is hidden and appears only after several months, the same rights may still be exercised within 2 years.

AGAINST WHOM MAY THESE RIGHTS BE ASSERTED?

These rights may be exercised against:

  • The seller

  • The dealer

  • The distributor

  • The manufacturer

  • The importer

  • The producer

WHAT SHOULD THE CONSUMER DO IF THESE RIGHTS ARE NOT HONORED?

Consumers may apply to the Consumer Arbitration Committee.

These committees operate under provincial and district governorships throughout Türkiye.

Applications can generally be submitted with only a written petition and the purchase invoice or receipt.

No application fee is required.

If the consumer is dissatisfied with the outcome, they may bring the matter before the competent court.

WHAT RIGHTS DO CONSUMERS HAVE IN INSTALLMENT SALES?

The consumer must receive a copy of the sales agreement.

The agreement should clearly state:

  • The cash sale price.

  • The total amount payable.

  • The payment schedule.

Consumers may pay all or part of the outstanding balance before its due date.

In such cases, any unearned interest must be deducted from the remaining balance.

WHAT RIGHTS DO CONSUMERS HAVE IN DOOR-TO-DOOR SALES?

In door-to-door sales, the seller must provide the consumer with a Notice of Withdrawal Form.

This document guarantees that the consumer may return the goods within 7 days, without giving any reason, and receive a full refund.

If the consumer changes their mind, they may return the product within seven days and recover the purchase price.

WHAT ARE THE CONSUMER'S RIGHTS FOR PRODUCTS SOLD WITH A WARRANTY?

For products sold with a warranty, the seller is required to complete and provide the warranty certificate.

The warranty ensures that any manufacturing defects will be repaired free of charge by the authorized service provider or the seller.

If repair is impossible, the product must be replaced.

The warranty period may not be less than one year, although it may be longer.

If the product proves to be defective, the consumer may choose either to exercise the rights available for defective goods or those provided under the warranty certificate.

WHAT IS CONSUMER ORGANIZATION?

Numerous consumer associations have been established to educate consumers, protect their rights, and represent consumer interests when laws and regulations are developed.

These organizations represent consumers before various authorities.

Consumers may become members of such associations and benefit from their support and guidance.