Customer collecting a bag of purchases at a shop counter

Consumer Rights in Turkey for Foreigners and Tourists: Refunds, Returns and Complaints

By Av. Talha Yayla · October 20, 2026 · 14 min read

Foreign residents and tourists have the same consumer rights in Turkey (Türkiye) as Turkish citizens. If goods are defective, the buyer may choose between a refund, a price reduction, free repair or replacement, and the seller must comply with the choice (Consumer Protection Law No. 6502, Art. 11). A defect that appears within six months of delivery is presumed to have existed at delivery (Art. 10), and claims can be brought for two years. Small disputes go to a consumer arbitration committee, a free procedure whose decisions are binding and enforceable; larger ones go to the consumer court after mandatory mediation.

This guide explains the rights the law gives, how to use them in a shop, online or against a service provider, and how the complaint procedures work for someone who does not live in Turkey permanently.

Defective goods: four optional remedies at the consumer's choice (Art. 11).
Six-month presumption: the seller must prove the goods were not defective (Art. 10(1)).
Limitation: two years from delivery; five years for dwellings and holiday real estate (Art. 12).
Jointly liable: seller, manufacturer and importer for repair and replacement (Art. 11(2)).
Consumer arbitration committee: mandatory for disputes below the annual threshold; free; binding (Art. 68, 70).
Where to apply: the committee at the consumer's place of residence or where the transaction took place (Art. 68(3)).
Consumer court: for disputes above the threshold; mediation first (Art. 73, 73/A).
Consumer line: ALO 175.

Legal status of this guide. It reflects the Consumer Protection Law (No. 6502) as currently in force. The monetary threshold for consumer arbitration committees is revised every year, and details of distance sales, package tours and guarantees are set by regulations. Last updated: October 2026.

Who is a consumer

A consumer is a natural or legal person acting for purposes that are not commercial or professional. The law covers every consumer transaction and every practice directed at consumers — sales of goods, services, credit, housing, package tours, subscriptions, insurance and banking. It makes no distinction by nationality or residence: a tourist buying a carpet, a resident signing a gym contract and a foreign owner having an apartment renovated are all consumers.

The other party must be acting commercially or professionally. A purchase from another private individual — a second-hand car from its owner — is not a consumer transaction and falls under the general law of obligations. Nor is a purchase made for your business.

Defective goods

Goods are defective where, at the time of delivery to the consumer, they do not conform to the sample or model agreed by the parties or do not have the characteristics they should objectively have, and are therefore contrary to the contract (Art. 8(1)). Goods are also regarded as defective if they (Art. 8(2)):

lack one or more of the characteristics stated on the packaging or label, in the instruction manual, on the website or in advertisements;
do not conform to the quality declared by the seller or laid down in technical regulations;
do not serve the purpose for which equivalent goods are used;
have material, legal or economic deficiencies that reduce or remove the benefits the consumer could reasonably expect.

Late delivery, and faulty installation by the seller or under the seller's responsibility, are treated as non-conforming performance (Art. 8(3)).

This is a wide definition. A product that works but is not what the advertisement described is defective. So is a carpet sold as hand-knotted silk that is machine-made, a "genuine leather" jacket that is not, or jewellery of a lower carat than stated.

There is no breach where the consumer knew of the defect when the contract was made, or could be expected to know (Art. 10(2)). Goods offered for sale with a known defect must carry a label explaining it, and that information must appear on the invoice or receipt (Art. 10(3)).

The four remedies

Where goods turn out to be defective, the consumer may exercise one of the following, at their choice (Art. 11(1)):

Remedy	Meaning
Rescission	Return the goods and receive the full price back
Price reduction	Keep the goods and receive a refund in proportion to the defect
Free repair	Repair at the seller's expense, provided it does not involve excessive cost
Replacement	Exchange for an identical item without defect, where possible

The seller is obliged to fulfil the remedy the consumer chooses. A shop cannot insist on repair when the consumer asks for a refund, or offer only a credit note. Two qualifications apply: free repair and replacement can be refused where they would impose disproportionate difficulty on the seller, in which case the consumer falls back on rescission or price reduction; and rescission is not available for a defect that is insignificant.

Against whom. Repair and replacement can also be claimed from the manufacturer or importer; seller, manufacturer and importer are jointly and severally liable for these (Art. 11(2)).
Deadlines for the seller. A repair or replacement request is to be fulfilled within the period laid down by regulation — thirty working days at most, sixty for housing; a refund is to be made without delay once rescission or price reduction is chosen.
Damages. In addition to any of the four remedies, the consumer may claim compensation for loss caused by the defect under the Code of Obligations — for example damage caused by a faulty appliance.
Guarantee. Goods designated by regulation are sold with a manufacturer's or importer's guarantee certificate of at least two years. The guarantee is in addition to, not instead of, the statutory remedies.

Time limits and proof

Six-month presumption. Defects that appear within six months of delivery are deemed to have existed at delivery, and it is for the seller to prove that the goods were not defective. The presumption does not apply where it is incompatible with the nature of the goods or of the defect (Art. 10(1)).
Limitation. Unless a longer period is laid down by law or by the contract, liability for defective goods is subject to a limitation period of two years from delivery to the consumer, even if the defect appears later; the period is five years for dwellings and holiday real estate (Art. 12(1)). For second-hand goods the period may be shorter. If the defect was concealed by gross fault or fraud, the seller cannot rely on limitation.
Proof of purchase. Keep the invoice or receipt, the guarantee certificate, the packaging, the advertisement or listing, and all correspondence. A card statement helps where the receipt is lost.
Complain in writing. Notify the seller in a way you can prove — email, the seller's complaint form with a reference number, or a notice through a notary — stating which remedy you choose.

Receipts and a banknote lying on a white surface — Keep the receipt, the guarantee certificate and the listing. A defect in the first six months is presumed to have existed at delivery.

Defective services

The law gives parallel protection for services that are not performed as agreed or lack the qualities they should objectively have — repairs, renovation, beauty and wellness treatments, courses, telecommunications, car rental. The consumer may choose between having the service performed again, free repair of the result, a price reduction in proportion to the defect, or rescission of the contract, and may claim damages; the limitation period is two years from performance of the service.

Health services provided privately are, in the courts' practice, treated as consumer transactions, with the consequence that claims against private clinics and hospitals are heard by the consumer courts; see medical malpractice in Turkey for foreign patients.

Online and distance purchases

A distance contract is one concluded within a system organised for the remote marketing of goods or services, without the simultaneous physical presence of the seller or supplier and the consumer, using means of remote communication up to and including the moment of conclusion (Art. 48(1)).

Pre-contractual information. Before accepting, the consumer must be informed clearly of the matters specified by regulation and that confirming the order creates an obligation to pay; the burden of proving that the information was given lies on the seller (Art. 48(2)).
Delivery. The seller must perform within the period promised, and at the latest within thirty days of the order; if not, the consumer may terminate.
Right of withdrawal. The consumer may withdraw from a distance contract within fourteen days without giving any reason and without penalty. If the consumer was not properly informed of the right, the period is extended, up to one year. Sending the withdrawal notice within the period is sufficient. The seller must refund all payments, including delivery costs, within fourteen days of receiving the notice.
Exceptions set by regulation include goods made to the consumer's specifications, perishable goods, sealed goods unsuitable for return for health or hygiene reasons once opened, and services performed immediately with the consumer's consent; accommodation, transport, car rental and leisure services for a specific date are also outside the right of withdrawal.
Platforms. Online marketplaces have their own responsibilities for the transactions they intermediate, in addition to the seller's.

Contracts concluded away from business premises — at your home, on an excursion, in a hotel lobby — carry a similar fourteen-day right of withdrawal. This is relevant to sales made during organised shopping stops.

Hotels, tours and transport

Package tours. A contract combining at least two of transport, accommodation and other tourist services for an inclusive price is a package tour contract. The organiser must give a brochure and specified information, may change the contract only within narrow limits, and is liable for defective performance — a hotel of a lower category, missing excursions, an unusable room. The consumer may claim a price reduction and compensation, and may terminate for substantial non-performance. Complain on the spot to the organiser's representative and in writing.
Hotels booked directly. A room that does not correspond to the booking is a defective service; the remedies above apply.
Timeshare and long-term holiday products. Special rules apply, including pre-contractual information, a written contract, a fourteen-day withdrawal right and a ban on taking payment during it.
Air travel. Passenger rights for denied boarding, cancellation and long delay on flights departing from Turkish airports are set by civil aviation regulations, which provide for care, re-routing or refund and fixed compensation depending on the distance. Claims are made to the airline first.
Car rental. Photograph the vehicle at collection and return, keep the handover forms, and dispute unexplained card charges in writing.

Overcharging and unfair practices

Price display. Goods and services offered at retail must carry a visible label or price list showing the price including all taxes. Where the label price and the till price differ, the price in the consumer's favour applies. Restaurants and cafés must display their price lists.
Unfair terms. Contract terms that were not individually negotiated and that create a significant imbalance to the consumer's detriment, contrary to good faith, are void; the rest of the contract stands.
Unfair commercial practices and misleading advertising are prohibited and are sanctioned by the Advertising Board.
Taxis must use the meter; note the plate number and ask for a receipt. Complaints go to the municipality's transport authority and the tourism police.
Payment by card. Check the amount and the currency on the terminal before entering your PIN. If you are charged an amount you did not agree to, dispute it with the merchant in writing and ask your card issuer to open a chargeback.
Counterfeits. Buying counterfeit goods gives no remedy for "defects" in their authenticity as sold, and bringing them home may breach your own country's customs rules.
Where deception is deliberate — false origin certificates, staged "auctions", payment taken for goods never shipped — the matter may also be a crime; see fraud in Turkey: how to file a complaint.

The consumer arbitration committee

Without prejudice to the parties' rights under the Enforcement and Bankruptcy Law, application to a consumer arbitration committee (tüketici hakem heyeti) is mandatory in disputes whose value is below the statutory threshold; for disputes above it, no application can be made to the committees (Art. 68(1)). The threshold is revised annually; check the current figure.

Where. The committee at the consumer's place of residence or at the place where the consumer transaction was carried out (Art. 68(3)). A tourist can therefore apply where the purchase was made. Where there is no committee, the application is lodged with the district governor's office, which forwards it.
How. In person, by post, or electronically through the consumer information system via e-Government. Attach the receipt or invoice, the contract, correspondence and photographs. There is no fee, and no lawyer is needed.
Procedure. The committee examines the file, asks the seller for a response and may obtain an expert opinion. It is obliged to accept and deal with applications (Art. 68(2)).
Decision. Decisions are binding on the parties and are enforced under the provisions of the Enforcement and Bankruptcy Law on the enforcement of judgments (Art. 70(1)–(2)). The committee cannot award lawyers' fees.
Objection. Either party may object to the consumer court within two weeks of notification (Art. 70(3)). The objection does not stop enforcement unless the court so orders, and the court's decision on the objection is final.

The consumer court

Jurisdiction. Consumer courts hear cases concerning disputes that may arise from consumer transactions and practices directed at consumers (Art. 73(1)) — in practice, those above the committee threshold. Where there is no separate consumer court, the civil court of first instance sits as one.
No court fees for consumers. Cases brought before consumer courts by consumers, consumer organisations and the Ministry are exempt from the charges under the Fees Law (Art. 73(2)). Expert and other expenses are still advanced.
Simplified procedure applies (Art. 73(4)).
Mandatory mediation. In disputes heard by consumer courts, application to a mediator before filing is a condition of the lawsuit. This does not apply to disputes within the committees' remit, objections to committee decisions, certain injunction actions, and consumer disputes arising from rights in rem over immovables (Art. 73/A(1)).
Venue. The consumer may sue at their own place of residence in Turkey as well as at the defendant's.
Language and representation. Proceedings are in Turkish; a lawyer can act for a consumer who has left Turkey under a power of attorney.

In dispute with a seller, developer, clinic or tour operator in Turkey? Send the invoice or contract and a short description. Message Yayla Law on WhatsApp or use the contact form. For larger claims — property defects, renovation, medical services — the route and the time limits should be checked early.

Practical advice for visitors

Get a receipt for anything of value, with the seller's name, tax number and a description of the goods. For carpets, jewellery and leather, ask for a certificate stating material, origin and — for gold — carat and weight.
Complain before you leave the country if you can. Applying to the committee where the purchase was made is simplest while you are there.
Use the consumer line. ALO 175 gives information and takes complaints.
Tourism police in the main destinations take complaints in foreign languages.
Shipping. If goods are to be shipped to your home, have the delivery date, shipping cost, insurance and customs responsibility written on the invoice.
Tax refund. Non-resident visitors may be entitled to a VAT refund on purchases from participating shops; ask for the tax-free form at the time of purchase and have it stamped by customs on departure.
Pay by card for larger purchases; chargeback is an additional safeguard.
After you have left, you can still apply to the committee by post or through a representative, and a lawyer can act under a power of attorney.

Frequently asked questions

Do tourists have consumer rights in Turkey?

Yes. The Consumer Protection Law applies to every consumer regardless of nationality or residence. A tourist can use the same remedies and apply to the consumer arbitration committee at the place where the purchase was made.

Can I get a refund for a defective product in Turkey?

Yes. If goods are defective you may choose between returning them for a full refund, a price reduction, free repair or replacement, and the seller must comply with your choice, subject to limited exceptions.

How long do I have to complain about a defective product?

Two years from delivery, or five years for dwellings and holiday real estate. If the defect appears within the first six months, it is presumed to have existed at delivery and the seller must prove otherwise.

Can I return something I bought in a shop simply because I changed my mind?

Not as of right. There is no general right to return non-defective goods bought in a shop; it depends on the shop's own policy. A fourteen-day right of withdrawal exists for distance contracts and contracts concluded away from business premises.

What is a consumer arbitration committee?

An administrative body that decides consumer disputes below an annual monetary threshold. Applying to it is mandatory for those disputes, free of charge and possible without a lawyer. Its decisions are binding and enforceable like court judgments.

Can I cancel an online order in Turkey?

Yes, within fourteen days, without giving a reason, for most distance purchases. The seller must refund the price and delivery costs within fourteen days of receiving your notice. Certain goods and date-specific services are excluded.

Who is liable — the shop or the manufacturer?

The seller is liable for all four remedies. For free repair and replacement, the manufacturer and the importer are jointly liable with the seller.

What can I do if I was overcharged in a restaurant or taxi?

Ask for an itemised receipt, note the establishment or plate number, and complain to the consumer line on 175, the tourism police or the district governor's office. If you paid by card, dispute the charge with your issuer.

Do I have to pay court fees for a consumer case?

Consumers are exempt from court charges in cases before the consumer courts, though expenses such as expert fees are advanced. Applications to consumer arbitration committees are free.

Legal basis and sources

Consumer Protection Law No. 6502, Articles 8–12, 48, 68, 70, 73 and 73/A — official consolidated text at mevzuat.gov.tr.
Regulations on distance contracts, package tours, guarantee certificates and consumer arbitration committees.
Ministry of Trade, Directorate General of Consumer Protection and Market Surveillance — tuketici.ticaret.gov.tr.

This article provides general legal information on Turkish law as of October 2026. It is not legal advice. Monetary thresholds and regulatory details change annually.