I Received a Defective Product — What Are My Consumer Rights in Turkey? 2026 Guide

Online shopping is now part of everyday life.

But sometimes a product isn't what you expected, and sometimes you simply change your mind after ordering.

The good news: Turkish law gives consumers strong protections in both situations.

In this guide, we explain the right to cancel and your rights regarding defective products or services, question by question.

What Is the Right to Cancel?

The right to cancel (cayma hakkı) allows a consumer, in distance sales (online, by phone, etc.), to withdraw from a contract without giving any reason and without paying a penalty.

How Long Do I Have to Cancel?

The cancellation period is 14 days.

This period starts not from the order date, but from the day the product is delivered to you.

Are There Products the Right to Cancel Doesn't Apply To?

Yes.

Certain categories are excluded, such as products custom-made to the consumer's specifications, perishable goods or items nearing their expiration date, and products whose packaging has been opened after delivery in a way that makes returning them unsuitable for health or hygiene reasons.

Who Pays for Return Shipping?

When the right to cancel is exercised, the return shipping cost is, as a rule, borne by the seller.

What Counts as a Defective Product?

A defective product is one that, at the time of delivery, doesn't have the characteristics agreed upon by the parties, or lacks the qualities it should objectively have.

What Rights Do I Have for a Defective Product?

Under the Consumer Protection Law, a consumer facing a defective product can choose one of the following remedies:

• Rescind the contract (get a refund)

• Request a price reduction proportional to the defect

• Request a free repair

• Request replacement with a defect-free equivalent

How Long Do I Have to Complain About a Defect?

The period to exercise your rights over a defective product is 2 years from delivery — even if the defect only becomes apparent later.

What If the Seller Refuses a Return or Exchange?

First, it's important to submit your request in writing (email, a message through the platform, etc.) and keep that correspondence.

If the seller doesn't respond favorably within a reasonable time, you can apply to a consumer arbitration board or the consumer court.

How Do I Apply to a Consumer Arbitration Board?

The application is made in writing to the provincial or district consumer arbitration board, depending on the value of the dispute; attaching supporting documents such as the contract, invoice, and correspondence speeds up the process.

What Is the Monetary Threshold for 2026?

As of January 1, 2026, applying to a consumer arbitration board is mandatory for disputes valued below 186,000 TRY.

Disputes above that amount fall under the jurisdiction of the consumer court.

Is the Arbitration Board's Decision Binding?

Consumer arbitration board decisions are binding on the parties for disputes below the amounts set by law; there is a right to object to the decision within the period specified by law.

Do Defective Services Get the Same Protections?

Yes.

Similar protections apply to services such as shipping, renovation work, holiday packages, and educational services — if a service isn't performed as required, the consumer may have similar remedies available.

Can a Seller Post a “No Returns” Sign?

No, such notices don't eliminate a consumer's statutory rights to cancel or claim for defects.

Under consumer law, one-sided conditions that work against the consumer are, as a rule, considered invalid.

What Not to Do

Missing the 14-day cancellation window

Once the period passes, exercising the right to cancel may no longer be possible — but if there's a defect, your separate rights still apply.

Deleting correspondence

Keep all correspondence with the seller, along with your order and delivery information.

Relying only on verbal confirmations

Always submit your request in writing and ask for confirmation.

Quick Checklist

1. Keep your order, invoice, and delivery records.

2. If exercising your right to cancel, watch the 14-day deadline.

3. When you notice a defect, photograph it and report it in writing.

4. Give the seller a reasonable time to respond.

5. If unresolved, apply to a consumer arbitration board.

Frequently Asked Questions

Can I return a used product under the right to cancel?

Testing the product within normal limits of use is generally not an issue, but using it in a way that reduces its commercial value can affect the return process.

Do I have the right to cancel for in-store purchases too?

The right to cancel is designed primarily for distance contracts (online, by phone); for in-store purchases, the seller's own return policy applies.

Is there a fee to apply to a consumer arbitration board?

Applications within the monetary limits set by law can be made without any charge to the consumer.

Will I lose my rights if I keep using a defective product?

It's important to report the defect within a reasonable time of noticing it — delay can be considered a factor that may result in losing your rights.

Conclusion

Consumer rights are essential to know, especially in an era when online shopping has become so widespread.

Exercising your right to cancel within the deadline, or taking the right steps when facing a defective product or service, helps avoid both wasted time and financial loss.

If you're facing a consumer dispute, we recommend consulting a lawyer to manage the process correctly.

Atalya Hukuk Bürosu provides legal counsel in Antalya for consumer law matters, including arbitration board applications and consumer lawsuits.

This article is for general informational purposes only and does not constitute legal advice. Please consult a lawyer to confirm current monetary thresholds and requirements.

Sources

• Consumer Protection Law No. 6502
• Regulation on Distance Contracts