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Warranty Certificate, Authorized Service and Maximum Repair Period: What Can the Consumer Do If the Device Is Waiting in the Service? Warranty period, 20 / 30 / 45 business day repair limits, replacement product right, route to be followed in recurring malfunctions and free repair disputes have been updated as of 2026
If a product under warranty remains in the service for longer than the maximum repair time, the same malfunction recurs or spare parts cannot be found, the consumer does not have to just wait. Law No. 6502 and the After-Sales Services Regulation clearly recognize the right to withdraw from the contract, reduce the price, or replace it with a defect-free equivalent in such cases. The warranty period is at least two years from delivery. Fault notification, service delivery document and service receipt are the basic documents proving the beginning and end of these periods. If the dispute is below 186,000 TL (2026), the Consumer Arbitration Committee is authorized, and if it is above 186,000 TL (2026), the Consumer Court is authorized.
The warranty certificate is a regulatory document that certifies that the manufacturer or importer is free of defects and that the product is under the obligation of free maintenance and repair for a certain period of time. The warranty period starts from the delivery date of the goods and cannot be shorter than two years. The manufacturer or importer can extend this period, but cannot shorten it.
The warranty certificate must include the title and address of the manufacturer or importer, seller information, brand, model and serial number of the product, delivery date, warranty period and maximum repair period. Not providing the document at all does not prevent the consumer from benefiting from warranty rights. Invoice and delivery records are evidence that replaces the document.
The warranty does not eliminate the seller's liability for defects. If the consumer wishes, he can exercise his rights arising from the warranty certificate or his optional rights regarding defective goods under Law No. 6502. These two sets of rights are not mutually exclusive.
2. Maximum Repair Time: How Many Working Days and Where Does the Time Start?
The maximum repair time is the longest period allowed to complete the repair from the date the product is delivered to the service for repair or the fault is reported. Within the warranty period, the period starts on the date of notification of the malfunction. If it is out of warranty, it operates from the date of delivery of the goods to the service. The maintenance and repair time spent at the authorized service cannot exceed this limit.
Goods included in the list annexed to the regulation (white goods, television, computer, etc.) 20 business days Additional list of After-Sales Services Regulation
Goods not included in the list (free repair or replacement request) 30 business days Article 11 of Law No. 6502
Motor vehicles such as passenger cars, pickup trucks, motorcycles and caravans 45 business days Regulation change (July 1, 2020)
Failure to fix the malfunction within 10 business days within the warranty period Allocation of substitute goods with similar features Regulation art.14/4
After the period has expired, even if the service gives the excuse of "we are waiting for parts", the consumer's rights have arisen. Failure to provide the part does not eliminate the liability of the manufacturer or importer.
In cases where the product malfunctions again within the warranty period despite free repair, the maximum repair period is exceeded, or it is understood through the service report that repair is not possible, the consumer can use one of the following optional rights:
Withdrawal from the contract: Refund of the paid price is requested.
Price discount: A discount is requested on the sales price depending on the proportion of the defect.
Exchange for a similar product without defects: A new product of the same model and quality is requested.
During the out-of-warranty period, if the same malfunction recurs within one year after the operation performed by the service, the consumer will not be charged. Malfunctions resulting from use contrary to the user manual are excluded from this protection. Parts replaced or sold out of warranty must be given a warranty of at least six months.
If the malfunction cannot be resolved within ten business days within the warranty period, the manufacturer or importer must allocate another product with similar features until the repair is completed. If the consumer does not want this, the obligation ends. The burden of proving that the consumer has no demand is on the manufacturer or importer.
Manufacturers and importers cannot avoid selling spare parts upon consumer demand. The spare parts price list must be kept visible at the service location or presented in a catalog or electronically. The holding period is associated with the useful life of the goods and varies depending on the group of goods; It should be checked which group the product falls into in the current regulation annex.
If the product is sent to the seller or service under warranty, shipping and similar expenses cannot be charged to the consumer. It is mandatory to provide a delivery document when the product is delivered to the service, and a service receipt at the end of the repair. These documents are the strongest evidence in calculating the repair time.
1. Written notification The seller, manufacturer or importer is notified of the optional right by notary public, e-mail or registered e-mail. Must be recorded to prove date and content
2. Consumer Arbitration Panel If the dispute value is below 186,000 TL (2026), it is a mandatory application method. The decision can be objected to in court within 15 days from notification.
3. Consumer Court Post-mediation litigation in disputes over the value limit Mandatory mediation process must be carried out before filing a lawsuit.
4. Ministry complaint Administrative audit is requested for lack of services and documentation Does not provide a refund, causes administrative sanctions
The consumer applied to the authorized service due to the motor malfunction of the washing machine he purchased fourteen months ago. The service received the device and gave a delivery document, but did not repair it for approximately four months, stating that the spare part had not arrived. During this period, the consumer could not benefit from the device and incurred laundry expenses.
The product is in the goods group listed and the maximum repair time is 20 business days. When this period expires, the consumer has optional rights. The date on the delivery document proves the beginning of the period. The consumer requested withdrawal from the contract and a refund by written notification; When he did not receive a response, he applied to the Arbitration Committee because the product price was below 186,000 TL. Since the reason for waiting for parts will not remove the responsibility of the manufacturer and importer, the application is expected to be accepted. The consumer may also claim compensation for reasonable expenses incurred.
If the warranty certificate is lost, will my warranty rights expire?
No. Invoice, delivery report, serial number and seller records prove the sale and the beginning of the warranty period. Lack of documentation cannot be used against the consumer.
When does the time period start after receiving the service product?
Within the warranty, the period begins on the date of notification of the malfunction, and outside the warranty, the period begins on the date of delivery of the product to the service. For this reason, care should be taken to write the date on the delivery document correctly.
If the same fault repeats for the third time, do I have to accept the new repair?
It is not mandatory. Repeated malfunctions within the warranty period give the consumer the opportunity to choose between withdrawing from the contract, reducing the price, or replacing it with an equivalent product without defects.
Will the warranty be void if I take the product to an unauthorized service myself?
If a causal link can be established between unauthorized intervention and the malfunction, the service may claim to exclude the warranty. The burden of proving this claim belongs to the service and in most cases an expert examination is required.
The service requires a fee, should I pay even though it is under warranty?
Operations under warranty are free of charge. If a fee is requested, payment must be made with a reservation, a receipt must be obtained and the difference must be requested back later.
Leaving the product without receiving a delivery document or service receipt; the beginning of the period becomes unprovable.
Complaining only by phone; Lack of written and recorded notification makes the exercise of the right difficult.
Extending the period by relying on the verbal "a few more days" promises made by the service.
Not keeping the status of the product and payment documents when choosing the option.
Missing the objection period against the decision of the Arbitral Tribunal.
Warranty is the consumer's assurance regarding the product he has purchased and is not a service that depends solely on the blessing of the manufacturer. Maximum repair period, replacement product right and optional rights due to recurrent malfunction constitute the legally enforceable aspect of this assurance. The main difficulty in practice is to prove with documents the moment when the right arises and to notify the right addressee with the right content.
Küheylan Law Firm acts together with the consumer in warranty and defective goods disputes, from examining the documents to carrying out the Consumer Arbitration Committee and Consumer Court processes. Choosing the right right, making the notification properly and not missing the deadlines are often the most important factors in determining the outcome.
Important Legal Notice: This guide has been prepared for general information purposes and does not constitute legal advice. Legislation and judicial precedents may change; The concrete circumstances of each event are different. In order to avoid loss of rights, a case-specific legal evaluation must be made in terms of lawsuit, application and objection periods.
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