WHAT ARE THE CONSUMER RIGHTS WHEN RETURNING THE PRODUCT PURCHASED FROM THE STORE?

You bought a product from the store and when you got home you realized that you did not like the product and wanted to return it. Unfortunately, by law, for cash purchases made in stores, consumers do not have the right to return or request an exchange unless there is a defect in the product purchased.  The main purpose of the Law on Consumer Protection is to compensate the consumer for his losses. The basic condition for this is that there is a defect or defect in the product or service purchased. However, if the store or the relevant seller has given you an assurance regarding exchange or return at the time of purchase and this has been agreed upon, you will have the right to return or exchange.

In some types of shopping, the consumer is given the right to withdraw even if the goods are not defective. The consumer has the right to withdraw from distance shopping, installment shopping and door-to-door sales, which have become popular today, even if the goods are not defective. You have the right of withdrawal within 14 days for remote purchases made using tools such as the internet and telephone, and for door-to-door sales, without providing any conditions. For purchases made in installments, you can exercise your unconditional right of withdrawal within 7 days. The consumer must notify the seller in writing that he has exercised his right of withdrawal. The seller must return the product price within 14 days, without any deduction, by providing a confirmation notification that he/she has received the notice of withdrawal. It is illegal to state on the internet that there is no exchange or return. Exceptionally, there is no right of withdrawal for products that will spoil if opened or that have a short expiration date, products specially prepared for you, products that are not suitable for return due to hygiene reasons, and products such as books and magazines that are in danger of being copied. Of course, your rights are protected in case of a defect in these products, but you do not have the right to withdraw without justification for such products. For purchases you have made in which you can exercise your right of withdrawal, for example, let's say you bought a garment online, you can return this garment after a normal review and trial, using your right of withdrawal. However, if you wear the product you purchased while walking outside or use it for a while, the right of withdrawal will be lost.

Defective goods are goods that do not have the features they should have, do not have the qualities agreed upon by the parties, and are in violation of the contract. It is your natural right to buy a product or service that meets the specifications stated in its advertisement, packaging, manual or seller. If the goods or services you purchase do not meet the specifications specified by the seller, or if a different good or service is offered to you than what is shown in the advertisement, packaging, label or promotions, the existence of a defect occurs. The seller is obliged to deliver the goods or services subject to the contract to the consumer in the qualities and features specified in the contract. If the expected benefit is not provided to a reasonable extent from the product and if it contains material or economic deficiencies, these goods are considered defective. For comprehensive information about defective goods, you can also review our Defective goods topic.

In case the goods are found to be defective, the consumer is granted optional rights in Article 11 of the Consumer Protection Law No. 6502. These optional consumer rights;

• The right to withdraw from the contract and return the purchased product,
• The right to request a discount from the sales price in proportion to the loss of value,
• The right to request free repair of the product sold, if it does not require excessive expense,
• The right to request the exchange of the product sold for a similar product, if possible.

If the consumer chooses one of these rights, the seller is obliged to fulfill the preferred request.

If there is a defect in a good or service you purchased, there are some conditions for the seller to be liable. These are: the defect reduces the value of the goods or services, the defect exists when the consumer receives the goods, the consumer does not know about this defect before, and the defect is claimed within certain periods of time. In this case, the responsibility of those who provide goods and services will be in question. However, if the defect is notified to the consumer, this notification can be made on the packaging, in the sales document or verbally; in these cases, the seller is not responsible. It is accepted that the consumer is willing to make a purchase despite knowing the existence of the defect.

Can a Consumer Request Compensation?

If the consumer has suffered any damage due to this reason, he/she also has the right to request compensation for this damage in accordance with the general provisions of the Code of Obligations. The seller must prove his faultlessness when compensation is requested in accordance with the general provisions. Otherwise, he is obliged to pay compensation.

How many days is the period for Optional Rights?

If the consumer prefers free repair or replacement of the good with a similar one, which is one of his optional rights, this request can be directed to the seller, manufacturer or importer. The request must be fulfilled within thirty business days after the request is made. Exceptionally, for residential and holiday properties, this period is regulated as sixty business days, not thirty. Immediate refund is essential when choosing other optional rights.

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

What is the Consumer Arbitration Committee?

Consumer arbitration committees are committees established to find a solution to disputes that arise in consumer practices. It is stated that more than 16 million disputes throughout Türkiye have been resolved by the committee since its establishment in 1995.

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

As of 2026, the upper limit for applying to the Consumer Arbitration Committee has been increased. In disputes under 66 thousand liras, you can apply to the Provincial or District Consumer Arbitration Committee in the place where the consumer resides or where the consumer transaction is made.

If the dispute in question is over 100%, the consumer arbitration committee cannot be appealed. In this case, in accordance with Article 73/A of the Consumer Protection Law No. 6502;  You must apply to mediation and consumer courts, which are required for litigation, or to civil courts of first instance if there is no consumer court.

How to Apply for Consumer Arbitration Panel?

To make a complaint regarding consumer rights, to the consumer arbitration committee; Applications can be made by hand, by mail or via e-government (TÜBİS). Although verbal application cannot be made, you can make your application in person or through a lawyer through the methods we have listed. You can make your applications with the application form on the website of the Ministry of Commerce. It is worth remembering that preserving your evidence is important for a decision in your favor.

For applications made via e-government or TÜBİS, make sure that your application form is filled out completely and the documents and information you have, if any, are completely uploaded to the system.

Which Consumer Arbitration Committee to Apply to?

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

How Are Applications Made to Consumer Arbitration Committees Examined?

Examinations are made through the file. If necessary, the parties and the expert may also be heard by the consumer arbitration committee. The delegation may request all kinds of information and documents from the parties or relevant persons, institutions and organizations. The addressee of the request is given a maximum of 30 days from the notification date of the request to submit the information and documents requested by the request.

How Long Does It Take for Consumer Arbitration Committees to Make Decisions?

Applications are discussed according to the application date and order, and a decision is made within 6 months at the latest. Depending on the nature of the application, this period may be extended for a maximum of 3 months. In other words, when you apply to the consumer arbitration committee to seek your rights, it must be discussed and decided within 9 months at the latest. If the parties reach an agreement in this process, information and documents indicating their agreement must be forwarded to the consumer arbitration committee.

The decisions taken by the committee are binding and bind the parties. The decision made must be fulfilled. If the decision is not fulfilled; You can apply to the relevant enforcement office based on the decision of the committee to enforce the decision.

How to Object to the Decisions of the Consumer Arbitration Panel?

You have the opportunity to appeal to the consumer court where the consumer resides or where the consumer arbitration committee is located, within 15 days from the date you are notified of the decision. In places where there is no consumer court, objections are made to the civil courts of first instance.

What is the Consumer Rights Complaint Phone Number?

Consumers can get information about the problems they encounter through the Alo 175 consumer hotline.

In this article, we have compiled for you consumer rights and how these rights can be sought. You can also send us any questions you may have about consumer rights via the form below.

Av. Mehmet Yücesoy

İzmir Attorney & Legal Consultancy