What Are Consumer Rights Regarding The Return of Products Purchased From a Store?

You purchased a product from a store and, upon arriving home, realized you did not like it and wished to return it. Unfortunately, by law, for cash purchases made in stores, consumers do not have the right to return or exchange a product unless it is defective. The primary purpose of the Law on Consumer Protection is to compensate the consumer for damages. The fundamental condition for this is the existence of a defect or fault in the purchased product or service. However, if the store or the relevant seller provided you with a guarantee regarding exchange or return at the time of purchase and an agreement was reached on this matter, then you will have the right to return or exchange.

In certain types of purchases, consumers are granted a right of withdrawal even if the goods are not defective. Consumers possess the right of withdrawal, even if the goods are not faulty, in distance contracts, installment sales, and door-to-door sales, which have become popular today. For distance contracts made using tools such as the internet or telephone, and for door-to-door sales, you have an unconditional right of withdrawal within 14 days. For purchases made in installments, you can exercise your unconditional right of withdrawal within 7 days. The consumer must notify the seller in writing of their exercise of the right of withdrawal. The seller is obliged to confirm receipt of the withdrawal notification and refund the product price without any deductions within 14 days. Stating "no exchange or return" online is unlawful. Exceptionally, the right of withdrawal does not apply to products that may spoil if opened or have a short shelf life, custom-made products, products unsuitable for return due to hygiene reasons, and products with a risk of being copied, such as books and magazines. Of course, your rights are protected if these products turn out to be defective; however, for such products, you do not have an unconditional right of withdrawal. In purchases where you can exercise the right of withdrawal, for example, if you bought an item of clothing online, you can return this clothing by exercising your right of withdrawal after a reasonable inspection and trial. However, if you wear the purchased product outdoors or use it for a period, the right of withdrawal will be forfeited.

Defective goods are products that do not possess the characteristics they ought to have, lack the qualities agreed upon by the parties, or are contrary to the contract. It is your fundamental right to receive a product or service with the features stated in its advertisement, packaging, manual, or by the seller. If the purchased goods or services do not meet the specifications stated by the seller, or if a product or service different from what was shown in its advertisement, packaging, label, or promotions is provided to you, then a defect exists. The seller is obliged to deliver the goods or services subject to the contract with the qualities and features specified in the contract to the consumer. If the expected benefit is not reasonably provided by the product, or if it contains material or economic deficiencies, these goods are also considered defective. For comprehensive information on defective goods, you can also review our article on Defective Goods.

In the event that goods are found to be defective, the consumer is granted optional rights under Article 11 of the Law on Consumer Protection No. 6502. These optional consumer rights are:

• The right to rescind the contract and return the purchased product,
• The right to demand a reduction in the sales price proportionate to the depreciation in value,
• The right to demand free repair of the sold product, provided it does not incur excessive costs,
• The right to demand an exchange of the sold product for a similar one, if feasible.

Should the consumer choose one of these rights, the seller is obliged to fulfill the chosen demand.

In the event that a purchased product or service is found to be defective, certain conditions must be met for the seller's liability to arise. These conditions are: the defect must diminish the value of the goods or services, the defect must have existed at the time the consumer took delivery of the goods, the consumer must not have been aware of this defect previously, and the defect must be asserted within specific time limits. In such cases, the liability of the providers of goods and services will arise. However, if the defect was disclosed to the consumer – this disclosure can be made via packaging, sales receipt, or verbally – then the seller's liability will not arise. It is then presumed that the consumer consented to the purchase despite knowing of the defect.

Can the Consumer Claim Damages?

If the consumer has suffered damage due to this reason, they also have the right to claim compensation for such damage under the general provisions of the Code of Obligations. When compensation is sought under general provisions, the seller must prove their lack of fault. Otherwise, they are obliged to pay compensation.

What is the Time Limit for Optional Rights?

If the consumer chooses one of the optional rights, namely free repair or exchange of the goods for a similar one, this demand can be directed to the seller, manufacturer, or importer. The demand must be fulfilled within thirty business days from the date it is made. Exceptionally, for residential and holiday-purpose immovable properties, this period is regulated as sixty business days, not thirty business days. For the exercise of other optional rights, immediate refund is essential.

Unless otherwise stipulated in the contract, liability for defective goods is subject to a 2-year statute of limitations period from the date of delivery to the consumer. In cases where the defect is concealed by gross negligence or fraud, the provisions on statute of limitations do not apply.

What is the Consumer Arbitration Committee?

The Consumer Arbitration Committee consists of committees established to resolve disputes arising from consumer-oriented practices. It is stated that across Turkey, over 16 million disputes have been resolved by these committees since their establishment in 1995.

What is the Monetary Limit for Application to the Consumer Arbitration Committee?

As of 2026, the upper limit for applications to the Consumer Arbitration Committee has been increased. For disputes below 66,000 Turkish Liras, you can apply to the Provincial or District Consumer Arbitration Committee located at the consumer's place of residence or where the consumer transaction took place.

If the dispute in question exceeds \[Price Information Removed\], an application to the Consumer Arbitration Committee is not made. In such cases, pursuant to Article 73/A of the Law on Consumer Protection No. 6502, you must apply to mandatory mediation as a condition for litigation and to consumer courts, or to civil courts of first instance if a consumer court is not available.

How to Apply to the Consumer Arbitration Committee?

To file a complaint regarding consumer rights, an application can be made to the Consumer Arbitration Committee in person, by mail, or via e-Government (TÜBİS). Oral applications are not accepted; you can submit your application personally or through a lawyer using the aforementioned methods. You can make your applications using the application form available on the Ministry of Trade's website. It is worth noting that preserving your evidence is crucial for a decision to be made in your favor.

For applications made via e-Government through TÜBİS, please ensure that your application form is filled out completely and that any documents and information you possess are uploaded to the system in full.

Which Consumer Arbitration Committee Should Be Applied To?

Applications can be made to the Consumer Arbitration Committee located at the consumer's place of residence or where the consumer transaction took place. In districts where a Consumer Arbitration Committee has not been established, the committee designated by the Ministry for that district is authorized.

How Are Applications to Consumer Arbitration Committees Examined?

Examinations are conducted based on the file. Where necessary, parties and expert witnesses may also be heard by the Consumer Arbitration Committee. The Committee may request any information and documents from the parties or relevant individuals, institutions, and organizations. A maximum period of 30 days from the date of notification of the request is granted to the addressee of the request for the submission of the requested information and documents.

How Long Do Consumer Arbitration Committees Take to Render a Decision?

Applications are reviewed according to their date and order of submission, and a decision is rendered within a maximum of 6 months. Depending on the nature of the application, this period can be extended by a maximum of 3 additional months. Therefore, when you apply to the Consumer Arbitration Committee to assert your rights, a decision should be rendered within a maximum of 9 months. If the parties reach a settlement during this process, information and documents regarding their settlement must be submitted to the Consumer Arbitration Committee.

The decisions rendered by the Committee are binding and obligate the parties. The decision must be enforced. If the decision is not complied with, you can apply to the relevant enforcement office based on the committee's decision for its enforcement.

How to Object to Decisions of the Consumer Arbitration Committee?

An objection can be filed within 15 days from the date the decision is notified to you, with the consumer court located at the consumer's place of residence or where the Consumer Arbitration Committee is situated. In places where a consumer court is not available, objections are filed with the civil courts of first instance.

What is the Consumer Rights Complaint Hotline Number?

Consumers can obtain information regarding issues they encounter via the Alo 175 consumer helpline.

In this article, we have compiled information on consumer rights and how to assert them. You can submit any questions you may have regarding consumer rights to us via the form below.

Av. Mehmet Yücesoy

İzmir Attorney & Legal Consultancy