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Shopping · Greece
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, Γενική Γραμματεία Καταναλωτή — 1520 (1520) is the consumer body in Greece that advises and mediates. For a seller in another EU country, Ευρωπαϊκό Κέντρο Καταναλωτή Ελλάδας (210 6460284) handles it for free. The last step is Συνήγορος του Καταναλωτή — the dispute board or small-claims route.

Call firstΓενική Γραμματεία Καταναλωτή — 1520
Report toΕυρωπαϊκό Κέντρο Καταναλωτή Ελλάδας
If that failsΣυνήγορος του Καταναλωτή

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

  1. Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
  2. Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
  3. Ask Γενική Γραμματεία Καταναλωτή — 1520They confirm what you can demand and often write to the seller for you.
  4. Cross-border? Ευρωπαϊκό Κέντρο Καταναλωτή ΕλλάδαςThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Συνήγορος του ΚαταναλωτήA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Γενική Γραμματεία Καταναλωτή — 1520Complaint, advice, intervention with the supplierWhen the shop refuses📞 1520🔗 www.mindev.gov.gr/καταναλωτής
Ευρωπαϊκό Κέντρο Καταναλωτή ΕλλάδαςFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 210 6460284🔗 www.eccgreece.gr
Συνήγορος του ΚαταναλωτήIndependent out-of-court resolution, freeAfter a written complaint without a solution📞 210 6460862🔗 www.synigoroskatanaloti.gr

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

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Recognise your own search? The answer above covers all of these.

  • “shop refuses refund Greece”
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🧭 Is this still correct?

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🔗 Related questions

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