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Consumer Rights

Who is the consumer? 

Consumer is the real or legal person who buys and uses or consumes goods or service for private purposes. Those who purchase goods with commercial intentions are not consumers. As a rule, companies are not consumers because they do commercial business. However, it they are purchasing food, stationery, etc. to the office for end-use, they are considered as consumers.

Why is the protection of consumers important? 

Because humans are consumers ‘from cradle to grave’. As a result of mass production with technological developments, many goods and services harmful to human health can be offered on the market. The universal identity that all people of the world carry regardless of race, color, language, political opinion and similar elements is being a consumer. Of course, protection of such a wide group is a major concern. 


What is a defective service or goods?

Goods or services, which are on the contrary to the quality and or/quantity on the packaging, labeling and in the introduction and user manual or promised by the vendor, and which have financial, legal or economic deficiencies, are called defective. In more simple words, broken, damaged, torn, expired, faulty, ruined goods and services are defective goods or services. 


What may the consumers do when defective goods or services are sold? 

May return the purchased goods and refund the money they paid. May return the defective goods and request it to be replaced with a new one. May request the defect on the goods to be rectified. Ask for a discount from the paid amount proportional to the defect. The consumer may choose either one of these rights. Sellers are obliged to fulfill the request of consumers, no matter which one has been chosen. Is there any time limit in the exercise of rights? The consumer should check the purchased goods within fifteen days from the delivery and notify the seller if there is any defect. If the defect was hidden and emerged after a few months, same rights can be used latest within 2 years. 


To whom can these rights be claimed? 

These rights may be used against any of the seller, dealer, agency, manufacturer, importer or producers. 


What should the consumer do if these rights are not fulfilled? 

May apply to “Arbitration Committees for Consumer Problems” for fulfillment of the requests.  These committees are established within every governorship and district governorship. It can be applied only with a petition and the invoice or receipt of the goods. There are no charges. The decision of this committee is not binding. If the consumer is not satisfied with the decision, it may apply to the court. 


What kind of rights do the consumers have on installment sales? 

First of all, a copy of the contract must be given to the consumer. Information, such as cash sales price of the goods, total payable amount, payment dates, etc. must be provided. Consumer may pay part of or the entire debt before the due date. It is necessary to reduce the added amount of interest in case of early payment. 


What are the rights of consumer on sales with warranty certificate? 

In case of guaranteed sales, the seller is required to fill out the warranty certificate and deliver it to the consumer. Warranty certificate provides repair of any failure on the goods free of charge, when the service or dealer is notified; if repair is not possible, then provides replacement of the goods. Warranty period cannot be less than 1 year but can be more. In case of defective goods, the consumer may use either rights on defective goods or right arising from the warranty certificate. 


What is consumer organization? 

Many consumer associations are established to inform consumers, teach them their rights and represent the consumers during different arrangements. These associations represent consumers in different authorities. Consumers may become members of any association and benefit from their support.

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