What Are Consumer Rights in Online Shopping?

What Are Consumer Rights in Online Shopping?

Online shopping, one of the greatest conveniences of the digital age, continues to appeal to more and more buyers each day. As supply and demand grow, nearly every production sector is now part of online shopping platforms, which operate via internet-based services. Product and price comparison options, the ability to access different alternatives quickly and easily, real consumer reviews, and saving time are among the many factors that make online shopping attractive. According to ETBIS data, in 2021, the e-commerce volume in Türkiye increased by 69%, reaching 381.5 billion TL. The number of orders rose by 46%, from 2.297 billion to 3.347 billion. The share of e-commerce within overall commerce was 17.7% in 2021. Despite this growth, shopping online without seeing the actual product and relying solely on the seller’s statements naturally involves certain risks. In this article, we’ll explain your rights as a consumer when shopping online.

Distance Sales Contract

The distance sales contract, designed to improve and safeguard your online shopping experience, is a contract between the seller (e-commerce site owner or intermediary) and the buyer. Created to prevent issues that may arise after online purchases and to protect the consumer within legal boundaries, this contract must be presented to the consumer before the transaction takes place.

Preliminary Information Form

The preliminary information form, which protects you as a consumer during online shopping, is a document providing general information about all stages from product purchase to delivery. This form includes details about sales, payment, shipping, delivery, and product usage conditions and is a legal requirement in distance sales, secured by consumer protection laws. The seller is obliged to fulfill all the information stated in this form. If the distance sales contract and preliminary information form are not shared with you, you can report the company to the Consumer Arbitration Committee. According to the law, e-commerce companies that do not provide these documents to consumers may face monetary fines ranging from 1,000 TL to 5,000 TL.

Right of Withdrawal

The right of withdrawal is one of the most essential clauses in distance sales contracts and is protected under Law No. 6502 on the Protection of Consumers. It grants buyers the right to cancel a purchase without providing a reason. This right can be exercised within the first 14 days following the delivery date, and the buyer is not responsible for the return shipping fee. To benefit from this right, you may examine the product, but once it is used, the right of withdrawal becomes invalid.

Defective Products

If the product you purchased has a visible defect, you can notify the seller and return it within 30 days. In such cases, which are considered "apparent defects," you may request an exchange for a flawless product, a full refund, or a discount proportional to the damage. If the product shows problems after use despite having no visible defects initially, this is considered a "hidden defect." Hidden defects can be reported within 2 years from the delivery date. For example, if the oven you bought stops heating after some time, this qualifies as a hidden defect. In this case, you may request a refund, free repair, or a discount. All your legal rights during online shopping are guaranteed under Law No. 6502 on the Protection of Consumers. If your complaints go unanswered or in the case of other disputes, you can apply to the Consumer Arbitration Committee and seek resolution. Knowing and exercising your rights will ensure a better and safer shopping experience.