Product Returns

1. Save where the exceptions provided for in article F, which is listed below, the consumer shall have a period of  14 calendar days to withdraw from a distance or off-premises contract, without giving any reason and without incurring any costs other than those provided for in article C and article D (see below under C and D).

2. Without prejudice to article to Article 3f, under paragraph 1 of this Article, the withdrawal period, in the case of sale contracts, shall expire after 14 calendar days from the day on which the consumer or a third party other than the carrier indicated by the consumer, acquires physical possession of the goods or :

i) in the case of multiple goods ordered by the consumer in one order and delivered separately, after the day on which the consumer or a third party other than the carrier, indicated by the consumer, acquires physical possession of the last good

ii) in the case of good, consisting of multiple lots or multiple lots or pieces, after the day  on which the consumer or a third party other than the carrier indicated by the consumer, acquires physical possession of the last lot or the last piece

iii) in the case of contract for regular delivery of goods at a defined period of time, after the day on which the consumer or a third party indicated by him, other than the carrier, takes physical possession of the first good,

3. Contracting Parties may, if they wish to perform their contractual obligations during the withdrawal period.

A. Exercise of the right of withdrawal

1. Before the expiry of the withdrawal period, the consumer shall inform the supplier of his decision to withdraw from the contract. For this purpose, the consumer may either:

a) use the model withdrawal form as set out here

b) to make any unequivocal  statement setting out his decision to withdraw from the contract.

2. The consumer shall have exercised his right of withdrawal within the mentioned above period, if the notification concerning the exercise of the right of withdrawal is sent by the consumer before that period has expired.

3. The trader may, in addition to the possibilities referred to in paragraph 1, give the option to the consumer to electronically fill in and submit either the model withdrawal form set out here, or any other unequivocal statement on the trader’s website. In these cases, the supplier shall promptly notify the consumer an acknowledgment of receipt of such a withdrawal on a durable medium without delay.

4. The burden of proof of exercising the right of withdrawal in accordance with this article is on the consumer.

B. Effects of withdrawal

The exercise of the right of withdrawal terminates the obligations of the parties:

a) to perform the distance or off-premises contract or

b) to conclude the distance or off-premises contract, in cases where an offer was made by the consumer.

C. Obligations of the trader in case of withdrawal

1. Trader reimburses all payments received from the consumer, including, if applicable, the costs of delivery without undue delay and in any event within 14 calendar days from the date on which he is informed the consumer's decision to withdraw from the contract.

The trader shall carry out the reimbursement referred to the first subparagraph using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer is not burdened does not incur any fees as a result of such reimbursement.

2. Notwithstanding the above, the trader is not required to reimburse supplementary costs, if the consumer has expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader.

3. Unless the trader has offered to collect the goods himself, with regard to sales contracts, the trader may withhold the reimbursement until he has received the goods back or until the consumer has supplied evidence of having sent back the goods, whichever is the earliest.

D. Obligations of the consumer in case of withdrawal

1. Unless the trader has offered to collect the goods himself, the consumer send back the goods or hand them over to the trader or a person authorized by the supplier to receive the goods without undue delay and in any event within 14 calendar days from the day announced by the supplier of its decision to withdraw from the contract. The deadline is met if the consumer sends back the goods before the period of 14 calendar days has expired.

The consumer bear only the direct cost of returning the goods, unless the trader has agreed to bear them or if the trader fails to inform the consumer that the consumer has to bear them.

In the case of off-premises contracts, if the goods have been delivered to the consumer's home at the time of conclusion of the contract, the trader collects at his own expense the goods if these goods, by their nature, can not normally be returned by post.

2. The consumer is liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. The consumer is not liable for diminished value of the goods when the trader has failed to provide notice of the right of withdrawal.

3. If the consumer exercises his right of withdrawal after having already submitted an application in accordance with the above, the consumer has to pay the trader an amount which is proportion to what has been provided until the time the consumer has informed trader of the exercise of the right of withdrawal. The proportionate amount to be paid by the consumer to the trader is calculated on the basis of the total price agreed in the contract. If the total price is excessive, the proportionate amount is calculated on the basis of market value of what has been provided.

4. Except as provided for in above, the consumer shall not incur any liability as a consequence of the exercises of the right of withdrawal.

E. Effects of the exercise of the right of withdrawal on ancillary contracts

1. Without prejudice Article 15 of the Common Ministerial Decision Z1-699/2010 (B 917) 'The adaptation of Greek legislation with Directive 2008/48/EC of the European Parliament and of the Council of 23 April 2008 on credit agreements consumers and repealing Council Directive 87/102/EEC, "if the consumer exercises his right of withdrawal from a distance contract or off-premises contract in accordance with the above, any ancillary contracts shall be automatically terminated, without any cost to the consumer except as provided above.


F. Exceptions from the right of withdrawal

The right of withdrawal provided above for distance and off-premises contracts, does not apply to the following cases:

a) service contracts after full provision of the service if the performance began with the consumers’ prior express consent, and with the acknowledgement that he will lose his right of withdrawal once the contract is fully performed by the trader

b) the supply of goods or services for which the price depends on fluctuations in the financial market which cannot be controlled by the trader, which may occur within the withdrawal period

c) the supply of goods made to the consumer's specifications or clearly personalized

d) the supply of goods which are liable to deteriorate or expire rapidly

e) the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, which were unsealed after delivery

f) the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items

G. Omission of information on the right of withdrawal

1. If the trader has provided the consumer with information about the right of withdrawal as required above, the withdrawal period shall expire 12 months from the end of the initial withdrawal period, as determined in accordance with above.

2. If the trader has provided the consumer with the information provided above, the withdrawal period shall expire 14 calendar days from the day the consumer receives that information.