FAQ
Consumer — frequently asked questions
The 10 questions we are asked most about Consumer, with answers. If you cannot find yours, write to us directly and we will answer.
Consumer
10 questionsThe product I bought turned out to be faulty. What can I do?+
You can choose whichever you wish of the rights to free repair, replacement with a non-defective equivalent, price reduction and withdrawal from the contract; the seller cannot impose on you which right to use. Liability lasts two years from delivery. First apply to the seller in writing; if that does not work, apply to the consumer arbitration committee.
Can I return a product I bought online?+
In distance sales you have a right of withdrawal within fourteen days without giving reasons, and the price is refunded within fourteen days. Goods made to the consumer’s specifications, perishable goods and hygiene products whose packaging has been opened are excluded from this right. If the product is defective, the period is two years and separate rights come into play.
What is the consumer arbitration committee threshold in 2026?+
From 1 January 2026, it is mandatory to apply to the provincial or district consumer arbitration committee for consumer disputes worth less than 186,000 TL. For disputes of this amount and above, you cannot apply to the arbitration committee; you first go to a mediator and, if no agreement is reached, file a case in the consumer court. As the threshold is increased every year by the revaluation rate, the amount in force on the application date applies.
How many days do I have to object to a consumer arbitration committee decision?+
An objection to the decision can be made to the consumer court within two weeks of the date of service. Following the 2024 amendment, the period was set as “two weeks” instead of “fifteen days”. The objection is made to the consumer court where the committee is located or at the consumer’s place of residence. The objection does not by itself stop enforcement of the decision, and the judgment given by the court on the objection is final.
How do I apply to the arbitration committee through e-Devlet?+
On e-Devlet, you open the Ministry of Trade’s Consumer Information System (TÜBİS) service and fill in the application form; you enter the seller’s details, the subject of the dispute, the right and amount claimed, and upload documents such as the invoice, correspondence and photographs. The application is free and a lawyer is not required. You can choose the committee at the consumer’s place of residence or where the transaction was made.
The used car I bought from a dealership turned out to be defective. What can I do?+
A vehicle bought from a dealership is a consumer transaction. If there is concealed damage, replaced parts or a mileage discrepancy, you can request withdrawal from the contract, a price reduction or repair, and claim your loss. For vehicles under 8 years old by model year and under 160,000 km, the engine, gearbox and electrical systems are also covered by a 3-month or 5,000 km dealership warranty. You should first notify the dealership in writing and keep the inspection report and sales documents.
Is it mandatory to go to a mediator before filing a consumer case?+
Yes, for consumer disputes above the arbitration committee threshold; applying to a mediator before filing suit is a precondition to suit, otherwise the case is dismissed on procedural grounds. Objections to arbitration committee decisions and claims concerning title to real property, such as transfer of a title deed, are outside this requirement. If no agreement is reached, the consumer’s mediation fee is covered, within the limit set by law, from the Ministry of Justice budget.
Can I get my loan file fee back from the bank?+
For consumer loans, the bank may charge only a loan allocation fee, and this fee cannot exceed five per thousand of the principal disbursed. Fees charged separately under names such as credit check, file or transaction slip, and any part exceeding the limit, can be claimed back. First a written application is made to the bank; if that does not work and the amount is below the threshold, you apply to the arbitration committee. For older deductions, the limitation period must be examined separately.
Can I cancel my subscription with a minimum-term commitment?+
For indefinite subscriptions or those longer than one year, the consumer may terminate at any time without giving reasons and without paying a penalty. It is sufficient to give notice in writing or on a durable medium such as e-mail or SMS. For promotional electronic communications subscriptions, the amount that may be claimed on early termination is limited by special legislation; the calculation of the charge on the bill should be checked.
The home I bought was not delivered on time. What can I do?+
In a pre-paid housing sale, the home must be delivered within the period in the contract and in any event within 48 months of the contract. In the event of delay, you can claim compensation for delay, such as lost rent, together with delivery, or withdraw from the contract and claim back the price paid with interest. If the seller has not fulfilled its obligations, no compensation can be claimed from the consumer on withdrawal. If the home is defective, the limitation period is 5 years from delivery.
Let us look at your situation together
In the first meeting we discuss the legal position of your case, the routes open to you and roughly how long they take. The meeting can be at our office or by video.