Consumer Protection & E-Commerce Law

The main legislation consists of the Consumer Protection Law No. 6502 and the Electronic Commerce Law No. 6563. Related regulations include the Regulation on Distance Contracts, the Regulation on Commercial Advertising and Unfair Commercial Practices and the legislation concerning electronic commerce service providers and intermediary service providers.

Depending on the products and services involved, the Product Safety and Technical Regulations Law No. 7223 may also apply.

The Ministry of Trade is a principal regulatory authority in these areas. Consumer arbitration committees and consumer courts deal with consumer disputes according to their statutory jurisdiction. Electronic Commerce Information System (ETBİS) obligations and commercial electronic message requirements may also apply to businesses meeting the relevant conditions.

Consumer contracts and online terms. We review consumer-facing agreements, terms of sale, distance selling contracts, pre-contractual information and cancellation or withdrawal provisions. The assessment considers whether contractual terms and customer-facing information reflect the legal requirements applicable to the sales model.

E-commerce operations. Online businesses must consider their legal obligations regarding electronic contracting, platform information, order procedures and customer communications. We assess whether applicable ETBİS registration, notification and electronic communication requirements have been addressed.

Advertising and promotional practices. Commercial advertisements, promotional campaigns, discount announcements and marketing claims are subject to consumer protection rules. We review the legal implications of proposed content and the supporting information relevant to advertised claims.

Consumer complaints and disputes. Consumer complaints may concern defective goods, service performance, delivery, refunds or withdrawal rights. We examine contractual documents, transaction records, customer communications and supporting evidence to assess the applicable procedure and available responses.

Marketplace and platform relationships. Businesses operating through online marketplaces may be subject to contractual and statutory obligations arising from their role as sellers, service providers or intermediaries. We review relevant contractual arrangements and the applicable electronic commerce framework.

Our consumer protection and e-commerce practice covers retailers, manufacturers, distributors, online sellers, marketplace operators, digital service providers, consumer-facing businesses and their in-house legal and compliance departments.

For 2026, the monetary threshold for applications to consumer arbitration committees is TRY 186,000. Disputes below this threshold generally fall within the mandatory arbitration committee application framework, while disputes at or above the threshold follow the applicable mediation and court procedures.