Consumer Rights in Case of Defective Goods or Services
In our daily lives, we purchase countless goods and services. When we buy a product or use a service, our expectation is that it will be flawless, as promised, and fit for its purpose. However, sometimes, defects or "faults" may appear in the products or services we purchase. This situation brings to the forefront the rights we have as consumers. In Turkey, consumer protection is guaranteed by Law No. 6502 on Consumer Protection.
In our daily lives, we purchase countless goods and services. When we buy a product or use a service, our expectation is that it will be flawless, as promised, and fit for its purpose. However, sometimes, defects or "faults" may appear in the products or services we purchase. This situation brings to the forefront the rights we have as consumers. In Turkey, consumer protection is guaranteed by Law No. 6502 on Consumer Protection. This guide will explain in detail what constitutes defective goods or services, what rights consumers have in such cases, and how these rights can be exercised.
What Are Defective Goods or Services? (Law No. 6502, Art. 8, 13)
Article 8 of Law No. 6502 on Consumer Protection defines defective goods as: "Goods that are contrary to the quantity affecting the quality or the quality specified in their packaging, label, introductory and user manuals, internet portal, or advertisements and announcements, or reported by the seller, or determined in their standard or technical regulation, or that contain material, legal, or economic deficiencies that reduce or eliminate their value in terms of their intended purpose or use, or the benefits expected by the consumer from them."
Similarly, Article 13 of the Law defines defective service as: "A service is deemed to be defectively performed if it does not start or finish within the period specified in the contract, does not possess the promised qualities, or is not in compliance with the standards determined in the relevant legislation or generally accepted standards."
In short, if a good or service does not possess the features specified in its promotion, promised, or normally expected, and this reduces its value or intended use, it is considered "defective."
Examples:
- A newly purchased phone with a broken camera.
- A repaired vehicle that exhibits the same malfunction shortly after.
- An online-ordered dress that arrives in a different color or size.
- A hotel room with a parking lot view instead of the promised sea view.
- A house shown by a real estate agent that is actually smaller in square meters (legal defect).
Consumer's Optional Rights in Case of Defective Goods (Law No. 6502, Art. 11)
According to Article 11 of the Consumer Protection Law, in the event of defective goods, the consumer is granted four main optional rights. These rights aim to remedy the consumer's grievance:
- Rescinding the Contract by Declaring Readiness to Return the Goods: The consumer can demand a full refund of the price paid by stating that they are ready to return the defective goods. In this case, the seller or provider who received the goods is also obliged to refund the price.
- Important Note: This right cannot be used if the defect is "insignificant." A judge or arbitration committee may assess the significance of the defect.
- Requesting Replacement with a Non-Defective Equivalent: The consumer can demand that the defective goods be replaced with a new, non-defective product with the exact same features. This right is frequently used, especially for mass-produced products.
- Requesting a Price Reduction Proportional to the Defect: The consumer can accept keeping the defective goods and demand a reduction in the sales price proportional to the defect. This may be preferred in cases where the defect is minor but still reduces the value.
- Requesting Free Repair: The consumer can demand that the defect in the goods be repaired free of charge. The seller or manufacturer is obliged to perform or have the repair performed.
- Important Note: If the right to repair is exercised, the maximum repair period for the goods is 20 working days. If the repair cannot be completed within this period, the consumer can exercise their other optional rights. Additionally, the repair should not impose an excessive burden on the consumer or reduce the value of the goods.
These optional rights are left to the consumer's choice. The seller or provider is obliged to fulfill one of the rights chosen by the consumer.
Consumer's Optional Rights in Case of Defective Services (Law No. 6502, Art. 15)
According to Article 15 of the Law, in the event of a defective service, the consumer is granted the following rights:
- Rescinding the Contract: The consumer can terminate the contract by notifying that the service was defectively performed and demand a refund of the price paid.
- Requesting Re-performance of the Service: The consumer can demand that the defectively performed service be re-performed without any defects.
- Requesting a Price Reduction Proportional to the Defect: The consumer can request a reduction in the service price proportional to the defect.
These rights must be usable according to the nature of the service and without imposing an excessive burden on the consumer or reducing the value of the service.
Time Limits and Application Procedures for Exercising Rights
There are specific legal time limits and application procedures that consumers must follow to exercise their optional rights.
Statute of Limitations (Law No. 6502, Art. 12)
Article 12 of the Law regulates the statute of limitations:
- If the defect appears within 2 years from the date of delivery to the consumer, the consumer can exercise their optional rights. This is also known as a "special case" period.
- For residential or holiday-purpose immovable properties, this period is 5 years.
- If the defect was concealed by the seller's gross negligence or fraud, the statute of limitations does not apply.
In other words, the consumer can exercise their rights as soon as the defect appears.
Application Procedures:
- Contacting the Seller/Provider: When you encounter a defective product or service, the first step is to contact the seller or service provider. It is important to notify them of the defect in writing (via verifiable means such as email, registered mail, or a notary's notice) and state your chosen optional right. This can often lead to a quick resolution.
- Applying to the Consumer Arbitration Committee (Law No. 6502, Art. 68):
- If an agreement cannot be reached with the seller/provider or your request is denied, you can apply to the Consumer Arbitration Committees within the specified monetary limits (updated annually).
- The application is made to the Consumer Arbitration Committee in the consumer's place of residence or where the consumer transaction took place.
- Applications can be made via e-Devlet (Consumer Information System - TÜRKSİS) or physically to the arbitration committees within the provincial/district directorates of trade.
- The decisions of the Consumer Arbitration Committees are enforceable according to the provisions of the Enforcement and Bankruptcy Law.
- Applying to the Consumer Court:
- For disputes exceeding the monetary limits of the Consumer Arbitration Committees or if you are not satisfied with the decision of the Arbitration Committee, you can apply to the Consumer Courts.
- These lawsuits are generally recommended to be filed with the assistance of a lawyer, as they require legal knowledge and experience.
- Mediation is mandatory before filing a lawsuit in consumer cases. If no agreement is reached in mediation, a lawsuit can be filed.
Difference Between the Right of Withdrawal and Defective Goods
Another right often confused with defective goods rights is the "right of withdrawal." The right of withdrawal (Law No. 6502, Art. 48), especially in distance sales contracts (purchases made via the internet, phone, etc.), is the consumer's right to rescind the contract within 14 days from the date of receiving the goods, without giving any reason and without paying any penalty. The right of withdrawal can be used even if there is no defect in the goods, whereas defective goods rights only come into play when there is a fault or deficiency in the goods.
Conclusion
Encountering defective goods or services is an inevitable situation in modern consumer society. However, Law No. 6502 on Consumer Protection grants consumers strong legal rights in such situations. The rights to request a replacement, a refund, a price reduction, or free repair are aimed at remedying the consumer's grievance.
To effectively exercise these rights, it is important to notify the seller of the defect in a timely and verifiable manner and to use the legal application channels (Consumer Arbitration Committee or Consumer Court) correctly. At every stage of the process, obtaining legal advice from a lawyer to ensure your rights are fully protected and legal procedures are correctly applied is crucial to avoid loss of rights and achieve the best possible outcome. Knowing and defending your rights as a consumer is the first step to being a conscious consumer.