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açık Kasım 28, 2025

1. Legal Framework of Online Shopping in Turkey

1.1 Consumer Protection Law – Law No. 6502

The backbone of consumer protection in Turkey is the Law on Consumer Protection No. 6502. This statute sets out the general rules on:

Who qualifies as a “consumer”
When a product or service is considered defective
Rights of the consumer in case of a defect (repair, replacement, refund, price reduction)
“Distance contracts” such as online sales
Complaint mechanisms, consumer arbitration committees and consumer courts

For online shopping, the provisions on distance contracts and defective goods/services are particularly important.

1.2 Distance Contracts Regulation

Under Law No. 6502, the detailed rules for online and other “distance” sales are set out in the Distance Contracts Regulation. It applies whenever:

The contract is concluded without the simultaneous physical presence of the parties, and
The seller uses a distance communication system (website, app, call centre, e-mail etc.) and
The transaction creates a payment obligation for the consumer.

This Regulation imposes clear obligations on sellers and service providers, including:

Pre-contract information (identity, address, contact details, total price, delivery conditions, complaint mechanisms, right of withdrawal, etc.)
Confirmation of the contract on a durable medium (e-mail, PDF, SMS link, etc.)
Delivery within a maximum period (for goods, as a rule within 30 days unless otherwise agreed)
A 14-day withdrawal (“cooling-off”) right in most distance contracts, and detailed rules on how withdrawal, refunds and returns must work.

1.3 E-Commerce Law – Law No. 6563

In addition to consumer law, Turkey has a dedicated Law on the Regulation of Electronic Commerce No. 6563. It governs:

Obligations of e-commerce service providers (those who sell directly online), and
Obligations of e-commerce intermediary service providers (marketplaces and platforms hosting third-party sellers), and
Mandatory information on websites and apps, commercial electronic messages (SMS, e-mail, push notifications), and sanctions for non-compliance.

Recent reforms and secondary legislation strengthened the supervision of large platforms, introduced licensing obligations for big players and

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Online Shopping and E-Commerce Disputes in Turkey: What Foreign Consumers Need to Know

Turkey has become a major e-commerce hub. From fashion and electronics to health tourism, hotel bookings and digital subscriptions, foreign consumers can now buy almost anything from Turkish platforms with just a few clicks.

That convenience also creates risk:

A parcel never reaches your hotel or home.
The seller sends a fake or damaged product.
A “trial subscription” silently transforms into monthly card charges.
A marketplace claims it is “only an intermediary” and refuses to help.

If you are not a Turkish citizen and you don’t speak Turkish, these situations can feel overwhelming. Yet, in most online transactions, Turkish law gives you concrete rights and mechanisms to enforce them, even as a foreign consumer.

This article explains, in detail:

When Turkish consumer law applies to online shopping
Key rights you have in distance (online) contracts
Typical e-commerce dispute scenarios
How to complain, negotiate and, if necessary, start a formal procedure in Turkey
Practical strategies for tourists, expats and buyers abroad

The focus is on realistic, step-by-step guidance, not academic theory.

Note: Legal rules and monetary thresholds are updated from time to time. References here reflect the position around 2025.

1. Who Is a “Consumer” Under Turkish Law – and Does Nationality Matter?

Turkish consumer law defines a consumer essentially as a real person who acts outside their trade or profession. The key element is the purpose of the transaction, not the passport.

You are normally treated as a consumer if:

You buy a mobile phone for personal use,
You order clothes or cosmetics online,
You book a hotel room, tour or spa package for yourself or your family,
You subscribe to a Turkish streaming platform for private entertainment.

You are not a consumer if:

You buy items to resell them,
You place orders on behalf of your company,
You use an account registered as a business seller or professional buyer.

Nationality is not a condition. A foreign tourist staying in Istanbul, an expat living in Ankara, or a student abroad buying an item from a Turkish online shop are all “consumers” if they purchase for private, non-business purposes.

So, in principle, foreigners benefit from the same consumer rights as Turkish citizens in online purchases that fall under Turkish law.

2. When Does Turkish Law Apply to Your Online Purchase?

For online transactions involving more than one country, two main questions matter:

Which law governs the contract?
Which authorities or courts have jurisdiction?

In practice, Turkish consumer law will usually apply when:

The seller (or service provider) is based in Turkey, or operates through a Turkish branch, warehouse or business registration, and
The website, app or platform targets the Turkish market, e.g.:
- Turkish language interface,
- Prices shown in Turkish lira,
- Delivery options limited to addresses in Turkey,
- Customer service located in Turkey.

Common situations:

You are a tourist in Turkey and order something online to your hotel: Turkish law almost always applies.
You are an expat or foreign student living in Turkey and shopping from local platforms: again, Turkish consumer rules are generally applicable.
You are physically abroad but order from a Turkish website that ships worldwide: the situation is more complex, but if the seller is Turkish and ships from Turkey, there is a strong connection to Turkish law alongside any rules of your own country.

Even if another law is mentioned in the terms and conditions, mandatory Turkish consumer protections may still apply when the transaction is closely connected to Turkey and you are a consumer.

For the purposes of this article, we assume your dispute is with a Turkish-based seller or platform, or a foreign seller acting through a Turkish e-commerce intermediary.

3. Legal Framework Governing Online Shopping in Turkey

3.1 Law on Consumer Protection (Law No. 6502)

The main statute is the Law on Consumer Protection No. 6502. It regulates:

The definition and basic rights of consumers
Defective goods and services
Unfair terms in consumer contracts
Distance (online) contracts
Consumer Arbitration Committees
Consumer Courts and administrative fines

Distance contracts and defective products are especially relevant for e-commerce disputes.

3.2 Distance Contracts Regulation

Online sales are further detailed in the Distance Contracts Regulation (“Mesafeli Sözleşmeler Yönetmeliği”). It applies to contracts concluded without physical contact using remote communication tools such as:

Websites and mobile apps
Call centres
E-mail or SMS order systems

The Regulation obliges traders to:

Provide extensive pre-contract information (identity, address, total price, right of withdrawal, complaint channels, etc.),
Deliver within a maximum period (typically 30 days unless another deadline is agreed),
Grant consumers a 14-day withdrawal right (cooling-off period) in most distance contracts, subject to specific exceptions,
Process refunds within strict time limits once the consumer exercises withdrawal.

Amendments adopted in recent years have generally strengthened consumer protection, including clarifying which products fall within the withdrawal right, and limiting the costs that can be imposed on the consumer when returning goods.

3.3 E-Commerce Law (Law No. 6563) and Its Amendments

The Law on the Regulation of Electronic Commerce No. 6563 sets rules for:

E-commerce service providers (sellers who sell directly online)
E-commerce intermediary service providers (marketplaces and platforms)
Information obligations on websites and apps
Commercial electronic messages (SMS, e-mails, push notifications)

Major amendments that came into force around 2023 introduced a new regime for big platforms, covering:

Licensing and registration requirements for certain large e-commerce players
Rules on ranking, advertising, and use of data from business users
Liability and duties of intermediary platforms vis-à-vis consumers and traders

Overall, these reforms aim to balance the power between very large platforms, smaller traders and consumers.

3.4 Monetary Thresholds for Consumer Arbitration Committees

For 2025, the monetary limit for disputes that fall under the mandatory jurisdiction of Consumer Arbitration Committees has been increased to 149,000 Turkish lira. For disputes below this limit, you generally must apply to a Consumer Arbitration Committee before going to court.

This limit is updated every year, so it should be checked in real time for current cases.

4. Key Rights of Foreign Consumers in Online Shopping

4.1 Right to Clear and Comprehensive Information

Before you pay, the seller (or the platform, depending on the structure) must provide you with clear and understandable information, including at least:

Full identity and contact details of the seller
Main characteristics of the goods or services
Total price, including taxes, fees and delivery costs
Payment methods and any recurring charges
Delivery conditions (time, method, carrier, geographical limitations)
Existence and conditions of the right of withdrawal
Complaint and dispute resolution channels

If the seller fails to inform you properly, this may:

Extend the withdrawal period,
Be considered an unfair commercial practice, and
Be grounds for complaint to authorities and consumer bodies.

For foreign consumers, this information is often provided in Turkish. Many platforms offer English language versions; however, only the Turkish version may be legally binding if the seller indicates so. It is therefore important to keep screenshots or PDFs of everything you see and rely on at the time of purchase.

4.2 Right of Withdrawal (Cooling-Off Period)

In most distance contracts, you have the right to withdraw from the contract within 14 days, without giving any reason and without paying any penalty.

For goods, the 14 days usually start on the day you receive the product.
If the order consists of several items delivered separately, the period may start from the last delivered item.
For services, it typically runs from the date the contract is concluded online.

If the seller did not properly inform you about this right, the withdrawal period can be extended significantly (in some circumstances up to 12 months).

Once you notify your withdrawal within the period:

The seller must refund all payments, including the original delivery cost (up to standard delivery), within a short legal deadline.
The consumer is usually responsible for returning the goods, but in some cases recent amendments limit the consumer’s burden regarding return costs, especially when the seller did not provide clear pre-contract information on who bears those costs.

4.2.1 Important Exceptions

Turkish law, similar to EU practice, excludes certain categories from the withdrawal right. Examples include (simplified):

Goods made to the consumer’s specifications or clearly personalised,
Goods that are perishable or subject to rapid deterioration,
Sealed goods that are not suitable for return due to health or hygiene reasons once unsealed (certain cosmetics, medical devices, etc.),
Accommodation, car rental, catering and leisure services provided on a specific date or period (hotel bookings, event tickets, etc.),
Digital content and services in specific circumstances, especially when performance has started with consumer’s consent and acknowledgment of losing the withdrawal right.

Recent and upcoming amendments have partly widened the scope of the withdrawal right for some product categories and adjusted the rules on return costs, in a way generally favourable to consumers. However, the exact position can vary with the date of your contract and the type of product.

For foreign consumers, the safest practice is:

Assume you have a 14-day right unless the product clearly falls under an exception, and
Check the latest legal position for certain borderline categories (e.g. electronics) before making strategic decisions.

4.3 Rights in Case of Defective Goods (“Ayıplı Mal”)

Apart from the withdrawal right (which can be used without any defect), consumers have strong rights when the product is defective. A product may be defective if, for example:

It does not match the description or photos on the website,
It is damaged, faulty or not fit for normal use,
It is different from the agreed specifications (wrong model, wrong colour, lower technical capacity),
It shows defects that a normal consumer could not reasonably notice at the time of delivery.

When a defect exists, you typically may choose between several remedies (simplified):

Free repair,
Replacement with a new, non-defective product,
Reduction of the price, or
Termination of the contract with a full refund (in serious cases).

In practice, you usually start by asking for repair or replacement; termination is reserved for situations where other remedies fail or are clearly inadequate.

There are legal time limits for notifying the defect and for bringing a claim, and there are presumptions that favour the consumer during a certain initial period after delivery. The details can be complex, but the key message is that you should:

Inspect the goods quickly after delivery,
Document any problem with photos, videos and messages,
Contact the seller or platform in writing and without unnecessary delay.

4.4 Defective Services and Online Bookings

The concept of a defective service applies to many online purchases, for example:

A hotel that differs significantly from its online description,
A tour that omits included activities,
A cosmetic or medical procedure booked online that does not comply with professional standards,
A digital subscription platform that fails to provide access as promised.

In such cases, your rights may include partial refund, compensation for losses, or termination of the contract. Complex sectors (such as health tourism or package travel) may involve additional specific regulations and professional liability rules.

5. Role and Responsibility of Marketplaces vs. Individual Sellers

Foreign consumers often purchase through marketplaces (large platforms hosting thousands of sellers), not directly from a single brand. Under Turkish law, it is important to distinguish:

The actual seller (trader that owns the product or provides the service), and
The e-commerce intermediary service provider (the platform that hosts the seller’s online shop and processes orders).

Recent amendments to the E-Commerce Law:

Impose specific duties on intermediary platforms regarding information, complaints and cooperation with authorities, especially for large platforms,
Regulate how the platform may use data of business users, how it ranks offers, and how it handles advertising or its own competing products,
Clarify administrative sanctions when platforms do not comply with their obligations toward consumers and traders.

In a dispute, you should:

Identify who is legally the seller;
Use the platform’s internal dispute mechanism and message system, so that all messages are recorded;
Keep in mind that, depending on the facts, both the seller and the platform may bear responsibility, particularly if the platform fails to comply with mandatory duties.

6. Payment, Security and Refunds

6.1 Payment Methods and Security

Turkish platforms widely use:

Credit and debit cards,
Virtual cards and digital wallets,
Cash on delivery (less common for foreign consumers),
Bank transfers or money order in some cases.

Many platforms implement 3D Secure or similar authentication tools. If an unauthorized transaction occurs (for example your card is misused), banking law and card schemes impose certain duties on the bank and the payment service provider. You should:

Immediately inform your bank and block the card,
Dispute the transaction through the bank’s chargeback process,
Simultaneously collect evidence from the platform (order history, IP logs if available, messages).

6.2 Refunds After Withdrawal or Cancellation

When you exercise a valid withdrawal within 14 days or when the contract is cancelled for legal reasons:

The seller must refund all payments received from you, including standard delivery cost, within a legally prescribed time frame (often 14 days from notification of withdrawal).
The refund must be made through the same payment method you used, unless you expressly agree otherwise.
The seller cannot deduct arbitrary handling fees from the refund, although certain legitimate costs may be withheld in specific legally defined circumstances (e.g. diminished value of goods due to excessive use by the consumer).

If the seller delays or refuses a refund, you can:

File a complaint with the platform itself,
Contact your bank for chargeback (depending on card scheme rules),
Escalate to a Consumer Arbitration Committee or Consumer Court (see below).

7. Typical E-Commerce Dispute Scenarios for Foreign Consumers

7.1 Parcel Never Delivered or Delivered Too Late

Scenario: You order goods to your hotel or short-term rental in Turkey. The parcel never arrives, arrives after you leave the country, or the courier claims “recipient not found”.

Key points:

The seller bears the delivery obligation. Simply handing the parcel to the shipping company is not enough; the product must be delivered to you or someone authorized at the agreed address.
If delivery is delayed beyond the legal or contractual period, you may set an additional reasonable deadline; if the seller still fails, you can terminate the contract and demand a refund.
If the courier marks the delivery as “completed” but you never received the parcel, the burden often falls on the seller to prove correct delivery (signature, photo, GPS logs, etc.).

Practical tips:

Contact the courier immediately and ask for a written status report.
Keep hotel front-desk statements or CCTV screenshots if available.
Communicate with the seller via in-app chat or e-mail, not only by phone.

7.2 Wrong Product, Incomplete Order or Fake Goods

Scenario: You ordered a specific model of smartphone, but receive an older model, a different brand or a refurbished item. Or you bought branded clothes that turn out to be counterfeit.

Your options include:

Return the product within the withdrawal period, or
Invoke your rights regarding defective goods and request repair, replacement or refund, regardless of the withdrawal period.

Evidence is crucial:

Take photos and videos upon unboxing,
Keep the packaging, labels and invoice,
If counterfeit is involved, consider obtaining an expert opinion or contacting the brand’s local representative.

7.3 Product Breaks or Shows Hidden Defects After Some Time

Scenario: The product looked fine at first but breaks or malfunctions after a few weeks or months, without misuse.

Depending on timing and type of product:

Consumer protection rules and general law may presume that the defect existed at delivery, at least for a certain initial period, shifting the burden of proof to the seller,
You may still demand repair, replacement, price reduction or contract termination, within the relevant legal time limits.

Always:

Notify the defect as soon as you discover it,
Request written confirmation from authorised service centres,
Avoid unauthorised repair shops that might weaken your legal position.

7.4 Subscription Traps and Unclear Recurring Charges

Scenario: You sign up for a “free trial” of an app or subscription. After a short time, monthly charges start appearing on your card. Cancelling is difficult or the platform continues charging.

Issues here may include:

Lack of clear pre-contract information on recurring payments,
Unfair contract terms that make cancellation unreasonably difficult,
Failure to obtain valid consent for automatic renewals.

Actions:

Cancel via the account settings and take screenshots showing cancellation,
Inform your bank to block further payments,
Request full or partial refund from the provider and escalate if refused, especially if pre-contract information was misleading.

8. How Foreign Consumers Can Enforce Their Rights in Practice

8.1 Step 1 – Internal Complaint to Seller or Platform

Before starting any formal procedure, you should:

Draft a clear written complaint explaining:
- Order number, date, product/service, price,
- What went wrong,
- Your requested remedy (refund, replacement, repair, price reduction, etc.),
- A reasonable response deadline (e.g. 7–10 days).
Send your complaint through:
- The platform’s message system (so it is recorded),
- E-mail to the seller and/or platform,
- Any official online complaint forms the platform provides.
Keep copies and screenshots of:
- Order pages,
- Tracking information,
- All messages and replies,
- Photos or videos of the goods.

If the seller or platform solves the issue at this stage, you save time and cost.

8.2 Step 2 – Application to Consumer Arbitration Committees (Tüketici Hakem Heyeti)

If the dispute is below the monetary limit (149,000 TL for 2025), you must generally apply to a Consumer Arbitration Committee before going to court.

Key features:

Consumer Arbitration Committees are administrative bodies operating under provincial and district trade directorates.
They examine consumer disputes based on documents; there is usually no hearing.
The procedure is free of charge for consumers.
Decisions are binding and can be enforced like court judgments (subject to appeal conditions).

Foreign consumers can also apply. However:

The application form and interface are mainly in Turkish,
Many applications are submitted through e-Government (e-Devlet), which requires a Turkish ID number or foreign ID number,
In practice, foreigners often appoint a lawyer in Turkey or seek assistance from consumer associations.

You can apply:

In the place of your residence in Turkey, if you live here, or
In the place where the consumer transaction took place (often the seller’s or platform’s location).

If the Arbitration Committee decides in your favour but the seller does not comply voluntarily, the decision can be enforced through enforcement offices in Turkey.

8.3 Step 3 – Consumer Courts

For disputes:

Above the arbitration threshold, or
Where either party appeals an Arbitration Committee decision (within the legal deadline),

the case goes to Consumer Courts (specialised civil courts).

Features:

Proceedings are more formal and may take longer.
Evidence must be translated into Turkish if originally in another language.
In higher-value or complex cases, hiring a lawyer is highly advisable.
Courts may order expert reports, witness hearings and other evidence.

For foreign consumers living abroad, representation by a Turkish lawyer with a power of attorney is usually the most practical way to litigate.

9. Cross-Border Dimension: Tourists, Expats and Buyers Abroad

9.1 Tourists

If you are visiting Turkey for a short period:

Try to resolve issues before you leave, especially for deliveries to hotels or holiday rentals.
Document everything in digital form (so you keep it after leaving Turkey).
Even if you have already left, you can still:
- Communicate with the seller/platform online,
- Apply to Consumer Arbitration Committees via a representative,
- Start a court case through a lawyer.

9.2 Expats and Foreign Residents

If you live in Turkey:

You can use e-Government tools (once you have a foreign ID number and e-Devlet access), which make it easier to:
- Submit Arbitration Committee applications,
- Track the status of your case,
- Receive notifications electronically.
Keep all e-commerce communication in one dedicated e-mail account so you can quickly gather evidence when needed.

9.3 Buyers Abroad

If you live abroad but order from a Turkish website:

Turkish consumer mechanisms may still apply, because the trader is based in Turkey and the transaction is closely linked to Turkey.
At the same time, your home country’s consumer rules and card chargeback mechanisms might also offer remedies.
In many cases, a dual strategy works best:
- Use chargeback or local remedies in your own country,
- And, for larger disputes, consider action through Turkish committees or courts with the help of a local lawyer.

10. Evidence and Documentation: Good Habits for Foreign Consumers

In any legal system, proof is the backbone of a successful claim. Because of language and distance, foreign consumers should be even more careful.

Recommended checklist:

Before purchase
- Save or screenshot the product page, price, promotional conditions and delivery information.
- Keep copies of terms and conditions (even if long).
At the time of purchase
- Keep order confirmation e-mails and invoices.
- Record the date, time, and amount of each payment.
At delivery
- Take a short unboxing video or photos of the package and product, especially if expensive.
- If the package is visibly damaged, ask the courier to note this in the delivery system.
If a problem appears
- Take clear photos/videos of defects.
- Communicate in writing (chat, e-mail) and keep all correspondence.
- Ask for official service reports if technical products fail.
For legal steps
- Organise documents in a chronological folder.
- Translate key documents into English (for your own understanding) and be ready to obtain certified translations into Turkish if needed in court.

11. Sector-Specific Online Disputes Relevant for Foreigners

11.1 Travel and Accommodation

Foreign consumers frequently book domestic flights, hotels, holiday packages and tours through Turkish sites. Potential problems:

Overbooking or down-grading of hotel rooms,
“All-inclusive” packages with extra hidden fees,
Last-minute tour cancellations without proper refund,
Flight schedule changes or cancellations handled poorly.

These often engage not only consumer law but also aviation and package travel rules. Compensation and refund rights can be significant, but timelines are strict. Early legal assessment is useful, especially if you plan to leave Turkey soon after the incident.

11.2 Health Tourism and Medical Procedures

Turkey is a major destination for medical and cosmetic treatments, many of which are booked and paid (at least in part) online.

Special issues:

Informed consent and adequate pre-contract information,
Medical malpractice standards,
Responsibility of intermediary agencies vs clinics/hospitals,
The interaction between health regulations and consumer protection rules.

Because personal injury and long-term damages may be involved, these cases are typically high-value and complex, and require specialised legal and medical evaluation.

11.3 Digital Content and Apps

Apps, streaming platforms, cloud storage and online games raise questions about:

When the withdrawal right applies to digital content,
What happens when access is cut off without proper notice,
How to handle unapproved in-app purchases (e.g., by children),
Jurisdiction when the provider is foreign but you subscribed through a Turkish payment interface or intermediary.

In such cases, contractual terms must be carefully analysed together with the relevant consumer rules.

12. Practical Strategy: What to Do if Things Go Wrong

Here is a condensed action plan for foreign consumers:

Act quickly.
- Check whether you are still within the 14-day withdrawal period.
- For defects, notify the seller as soon as you notice the problem.
Communicate in writing.
- Use the platform’s message system and e-mail.
- Describe the problem clearly and state what you want (refund, replacement, repair).
Keep all evidence.
- Screenshots, invoices, photos, tracking logs, hotel statements, etc.
Use platform mechanisms.
- Open a dispute ticket, use “return” or “complaint” buttons.
- Escalate to higher levels of customer service if necessary.
Consider your bank and card options.
- For non-delivery or fraudulent transactions, initiate a chargeback where possible.
- Block the card for ongoing unauthorized or unwanted subscriptions.
Assess the amount in dispute.
- If below the annual limit (e.g. 149,000 TL for 2025), a Consumer Arbitration Committee is the main formal remedy in Turkey.
- Above that, or for appeals, you need Consumer Court proceedings.
Get professional help for complex or high-value cases.
- A Turkish lawyer can handle filings, evidence and court representation, especially if you are abroad or do not speak Turkish.

13. Conclusion: Key Takeaways for Foreign Consumers

You are protected. Turkish consumer law covers foreign consumers who shop online from Turkish sellers or platforms, as long as they act for personal purposes.
Online purchases are “distance contracts”. They are subject to strong rules on information, delivery, withdrawal, and defective goods.
The 14-day withdrawal right is a central tool. Even without any defect, you may cancel most online purchases within this period, subject to specific exceptions.
Defective goods and services entitle you to repair, replacement, price reduction or refund, even beyond the withdrawal period.
Marketplaces are not invisible. Intermediary platforms have specific obligations and cannot simply hide behind third-party sellers in every situation.
Consumer Arbitration Committees and Consumer Courts provide enforceable remedies, with a mandatory free administrative step for disputes below the annually updated threshold.
Evidence is king. Screenshots, messages, photos and videos significantly increase your chances of success.
Timing matters. Many rights are subject to strict deadlines; delaying action can weaken or even extinguish your claim.

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Online Shopping and E-Commerce Disputes in Turkey