Consumer Rights

Law No. 6502 on the Protection of the Consumer grants every consumer who makes a purchase the following fundamental rights:

• Right to information — Receiving accurate, clear, and complete information about the product
• Right to choose — Deciding freely among various options
• Right of withdrawal — Return without cause within 14 days in distance sales
• Protection against defective goods — Free repair, replacement, return, or refund for non-conforming / defective products
• Safe shopping — Security of personal data and payments
• Complaint and legal action — Application to the Arbitration Committee and the Consumer Court

In distance contracts, the consumer has the right to withdraw from the contract within 14 days from the date of receipt of the product, without stating any reason and without paying any penalty.

For cases in which the right of withdrawal cannot be exercised, please review the Preliminary Information Form.

A delivered product is deemed defective goods if it does not conform to the sample / model agreed in the contract, contains a physical fault, or has characteristics that eliminate the consumer's ability to benefit from it.

In this case, the consumer's elective rights are:

• Declaring readiness to return the item and rescinding the contract (obtaining a refund)
• Keeping the item and requesting a price reduction proportionate to the defect
• Requesting free repair
• Requesting free replacement with an equivalent item

The consumer is free to choose one of these rights. Pursuant to Law No. 6502, the seller, manufacturer, and importer are jointly and severally liable to the consumer for defective goods. For the rights of free repair or replacement, the consumer may apply to the manufacturer/importer as well as to the seller.

Period of liability: For durable consumer goods (accessories, machines), it is a statutory minimum of 2 years from the date of delivery. For food products (coffee, capsules), this period is limited to the product's expiry date; the defect must, as a rule, be reported at the time of delivery or within a reasonable period.

Food products (coffee, capsules, gift sets): The warranty lasts until the product's expiry date and is subject to the integrity of the vacuum packaging and appropriate storage conditions.

Accessories and machines: These products are provided with a warranty certificate by the manufacturer/importer or an authorized distributor; the statutory minimum warranty period is 2 years. After-sales services such as installation, repair, and spare parts are carried out through the manufacturer's/importer's authorized service network. Coffee Italiano (Baynet İnşaat San. ve Tic. Ltd. Şti.) delivers these products in its capacity as seller and directs your request to the relevant manufacturer/distributor; statutory joint and several liability is reserved in all cases.

You may submit your complaint through the following channels:

1. First contact the seller: [email protected] · 0850 305 24 74
2. In cases that cannot be resolved, you may apply to the Consumer Arbitration Committee
3. Online application: tuketici.ticaret.gov.tr

The Consumer Arbitration Committee has jurisdiction over disputes below the monetary threshold determined each year in December by the Ministry of Customs and Trade. For amounts above the threshold, the Consumer Courts have jurisdiction.

For the current monetary thresholds, you may obtain information at tuketici.ticaret.gov.tr.