The Right of Withdrawal in Greece: Rules for Online Sellers

If you run an online shop that sells to consumers in Greece, the right of withdrawal is one of the core consumer protections you need to build into your checkout and after-sales process. It comes from the Consumer Rights Directive, 2011/83/EU, which gives consumers a right to withdraw from most distance contracts. Because it is a Directive, it takes effect in Greece through national transposition — carried out by ministerial act, a Joint Ministerial Decision, or JMD — but the substance is common across the European Union.

What the Right of Withdrawal Is

The right of withdrawal lets a consumer change their mind about a distance purchase — such as an order placed on your website — and return it for a refund, without needing to give a reason. It is sometimes described as a cooling-off right. For most goods, the consumer has 14 days to exercise it, and the period generally runs from the day the consumer, or a third party they nominate, takes physical possession of the goods.

For a Greek webshop, this means the withdrawal right attaches to the way you sell at a distance, so the same framework applies whether your shop runs on PrestaShop, another platform, or a bespoke build.

The 14-Day Period and Information Duties

The 14-day period is central, but it is closely tied to your information duties. You must tell the consumer, clearly and before they order, that the right exists, how long they have, and how to use it. A well-known feature of the Directive is that if you fail to inform the consumer about the right of withdrawal, the period can be extended by up to 12 months. Getting the information right is therefore not just good practice; it directly affects how long customers can return goods.

The Directive also provides a model withdrawal form that consumers can use to notify you. You should make this, or an equivalent clear method of withdrawing, available so a customer can exercise the right without difficulty.

Refunds

When a consumer withdraws, you must refund the payments received, including the standard cost of delivery, within 14 days. The refund duty covers the basic delivery charge, though not any extra cost if the consumer chose a more expensive delivery option than your standard offer. Handling refunds promptly and in full is a recurring point of compliance for online sellers.

Exceptions to Keep in Mind

The right of withdrawal does not apply to every product. The Directive sets out exceptions, and these matter for how you present returns for certain lines.

• Personalised or made-to-order goods produced to the consumer’s specification.
• Perishable goods, such as food that can deteriorate quickly.
• Sealed goods unsuitable for return on health or hygiene grounds once unsealed.

Oversight and Language

Consumer affairs in Greece are associated with the General Secretariat for Consumer Affairs, which sits within the responsible ministry. The practical takeaway is that consumer rights are supervised rather than left entirely to self-assessment. Dealings with authorities and consumer-facing information are generally in Greek, so if your shop operates primarily in another language, plan for Greek-language handling of withdrawal information rather than assuming English will suffice. National specifics remain qualitative, so treat the transposition detail as a picture rather than a fixed checklist.

Practical Steps for Online Sellers

• Tell consumers about the 14-day right clearly and before they order.
• Make a model withdrawal form, or an equivalent, easy to find and use.
• Refund payments, including standard delivery, within 14 days of a valid withdrawal.
• Identify which products fall under the exceptions and label them accordingly.
• Provide withdrawal information in Greek for the Greek market.

For the EU-wide picture, see our overview of the right of withdrawal and our complete withdrawal guide. For a country hub, visit our Greece page.

This article is educational, not legal advice.