Consumer Rights and Complaint Management

In e-commerce, customer dissatisfaction often starts with a return request and, if not handled properly, turns into a complaint to the consumer arbitration committee, the consumer court or the Ministry of Trade. We set up your withdrawal, return, defective goods and warranty processes in line with consumer legislation, and represent your company in consumer complaints and disputes.

What rights does a consumer have against defective goods?

Under Law No. 6502, a consumer who receives defective goods may choose one of the following: withdrawal from the contract, a price reduction proportionate to the defect, free repair, or replacement with a non-defective equivalent. The seller must comply with the consumer’s choice. Liability for defective goods is, as a rule, subject to a two-year limitation period from delivery.

How are consumer disputes resolved?

For disputes below a monetary threshold set each year, applying to the consumer arbitration committee is mandatory. Disputes above the threshold are brought before the consumer court, and since 2020 applying to a mediator before filing suit has been a precondition of the action.

Scope

Designing withdrawal, return, exchange and warranty processes in line with the legislation
Preparing complaint response templates for customer services
Representation before consumer arbitration committees, in mediation and before consumer courts
Advice on Ministry of Trade complaints and inspections

How We Work

Reviewing current return and complaint processes and recurring complaints
Redesigning processes and customer service responses in line with the legislation
Preparing decision trees and response templates for common situations
Handling arbitration committee, mediation and court proceedings for files that turn into disputes
Updating processes in light of trends emerging from the files

Team

Zeynep Nur Çivicik Partner

Hasan Çakan Partner

Frequently Asked Questions

Can a consumer arbitration committee decision be challenged?

Yes. The decision can be challenged before the consumer court within fifteen days of notification. The challenge does not automatically suspend enforcement of the decision; this must be requested separately from the court.

Can the right of withdrawal be exercised for a used product?

The consumer is liable for any loss in value resulting from use beyond what is necessary to establish the nature and functioning of the goods; but this does not, as a rule, remove the right of withdrawal. Exceptions listed in the regulation, such as hygiene products whose packaging has been opened, are assessed separately.

How long should the warranty period be?

For products that must be sold with a warranty certificate, the minimum warranty period is two years from delivery. For products where a warranty certificate is not mandatory, the seller's liability for defects still applies.

Why do consumer complaints matter to a business?

Recurring complaints can trigger Ministry of Trade inspections and administrative fines. Because they become visible on complaint platforms, they also directly affect brand reputation; fixing the process problem behind the complaints is therefore worth more than resolving files one by one.

Would you like to discuss this service? Schedule a meeting with us — the first meeting is free of charge.

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