Consumer Protection

Which law applies to consumer sales?

Law No. 6502 on the Protection of Consumers is the starting point for a sale or service contract with a consumer in Türkiye. The Turkish Commercial Code may also matter to a business, but it is not the main source of consumer rights. Whether the buyer is acting for a non-commercial purpose matters: a transaction between two businesses should not automatically be treated as a consumer contract. Contract terms cannot simply remove mandatory consumer protections.

Distance sales and the right of withdrawal

Distance contracts, including many online consumer purchases, are subject to specific information and confirmation rules under Article 48 of Law No. 6502 and the Distance Contracts Regulation. As a general rule, a consumer may withdraw within 14 days without giving a reason. The starting point, exceptions, notification method and refund obligations depend on the contract and the current regulation. A seller should identify any exception before describing an item as non-returnable; a general “no refunds” statement is not a substitute for the statutory test.

For an online store or marketplace, review the checkout screen, order confirmation, withdrawal instructions, customer service channel and evidence that required information was supplied. Marketplace responsibilities can differ from those of the underlying seller, so the contract and platform role should be mapped separately.

Defective goods, warranties and after-sales service

When goods do not conform to the contract, Law No. 6502 provides statutory remedies. A commercial warranty or store return policy is a different promise; it does not replace those remedies. Guarantee certificates and after-sales service requirements apply to specified product categories under separate regulations. Importers, manufacturers, distributors and retailers should establish which duties attach to their role and products before sale, particularly when entering the Turkish market through a local partner.

Advertising, price displays and standard contract terms also need review. Claims used in English marketing should match the Turkish consumer-facing offer and the actual delivery and service model. See our related entries on product liability, warranty obligations and e-commerce regulations.

Practical compliance sequence

1. Map sales channels, buyer types, product categories and the seller of record.
2. Review pre-contract disclosures, checkout consent, order confirmation and Turkish-language consumer materials where required.
3. Test withdrawal, refund, defective-goods and complaint workflows against the current rules.
4. Allocate warranty, servicing and record-keeping duties among brand owner, importer, distributor and marketplace.

Official sources: Ministry of Trade: Law No. 6502 and regulations; Ministry guidance on distance contracts; Ministry guidance on after-sales services.