Can I return a faulty product or an online purchase?
Yes: you have both rights, and the seller can't bypass them. The 2-year legal conformity guarantee (EU Directive 2019/771, transposed by Law 4967/2022 into the Civil Code) means the seller is liable for defects for 2 years from delivery; defects in the first year are presumed pre-existing (burden on the seller). Remedies: first repair/replacement, then a price reduction or refund. For online/distance purchases there's the 14-day withdrawal right (Directive 2011/83, Law 2251/1994): cancel without reason within 14 calendar days of receipt. The seller refunds all sums (and the cheapest delivery) within 14 days. Return shipping is usually paid by the consumer, unless the seller didn't inform them. In short: faulty — 2-year guarantee; online — 14-day withdrawal.
📋 The rules
- 2-year conformity guarantee from delivery (Law 4967/2022)
- First year: the defect is presumed pre-existing
- Remedies: repair/replacement, then reduction/refund
- Online: 14-day withdrawal without reason
- Refund within 14 days of notice
🔓 Exceptions
- Custom/personalised goods: no withdrawal
- Unsealed hygiene items/software: an exception
- Perishables/newspapers: no withdrawal right
⚠️ Penalties & fines
If the seller refuses the guarantee or the return, you can file a complaint with the Consumer Secretariat/Ministry of Development or the Consumer Ombudsman. Traders who breach Law 2251/1994 risk administrative fines case by case. Remember your rights: the guarantee lasts 2 years, repair/replacement is free, and for online purchases you have a 14-day withdrawal. To use them: keep the receipt/invoice, notify the seller in writing, describe the defect clearly and request the remedy you want. Don't confuse the legal guarantee (mandatory, 2 years) with the maker's commercial guarantee, which is extra.
📎 Official sources
- Law 4967/2022 — conformity guarantee (EU Directive 2019/771) →
- Law 2251/1994 — consumer protection · Consumer Ombudsman →
- e-katanalotis.gov.gr — consumer rights →
❓ Frequently asked
How long does a product's guarantee last?
The legal conformity guarantee is 2 years from delivery, under Law 4967/2022 (which transposed EU Directive 2019/771). The seller is liable for defects appearing in this period, and in the first year the defect is presumed pre-existing.
Can I return an online purchase?
Yes. For distance/online purchases you have a withdrawal right within 14 calendar days of receipt, without having to give a reason. The seller refunds all sums, including the cheapest delivery, within 14 days of notice.
Who pays the return shipping?
The consumer usually pays the return shipping, unless the seller agreed to cover it or didn't inform you in advance of this duty. The seller can withhold the refund until they receive the goods or proof of return.
What can I claim for a faulty product?
First you're entitled to free repair or replacement. If that's not possible or the seller doesn't do it, you can ask for a price reduction or a refund. The conformity guarantee is mandatory and free for the consumer, distinct from the commercial guarantee.
Which products can't be returned?
The 14-day withdrawal doesn't apply to custom or personalised goods, unsealed hygiene items or software, perishables and newspapers. For these categories, the withdrawal right doesn't apply.
🔎 Common searches
What people search to land here:
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