Returning an online purchase in Cyprus: the 14-day right of withdrawal
If you buy goods or services online, by phone or from a trader who visits you at home, Cypriot law gives you the right to change your mind. Under section 8 of the Consumer Rights Law of 2013 (Law 133(I)/2013), which transposes the EU Consumer Rights Directive, a consumer may withdraw from a distance or off-premises contract within 14 days, without giving any reason and without any cost other than the direct cost of returning the goods, unless the trader agreed to bear it. For goods, the 14 days normally start when you, or a person you nominate other than the carrier, physically receive the goods; for services, from the conclusion of the contract. If the trader failed to inform you about the right of withdrawal, the period is extended by up to 12 months. After you withdraw, the trader must refund all payments, including the standard delivery charge, within 14 days, using the same means of payment you used. Certain purchases are excluded, such as goods made to your specifications, perishable goods, sealed hygiene products that have been unsealed and digital content you started downloading with your consent. This guide explains how to withdraw, how to return the goods, when the refund is due and what to do if the trader refuses.
Key facts
Deadline
14 days to withdraw, counted for goods from the day you physically receive them and for services from the conclusion of the contract (section 8). If you were not informed of the right, the period ends 12 months after the end of the original 14 days (section 9). The trader refunds within 14 days of being informed of your withdrawal (section 12); you return the goods within 14 days of notifying the withdrawal (section 13).
What to do
Check that the right applies. The right of withdrawal applies to contracts concluded between a trader and a consumer at a distance (online, by phone, by email) or off the trader's premises (at your home, at a presentation or excursion). It does not apply to purchases in a shop, where returns depend on the shop's own policy, unless the goods are defective.
Check also whether an exception in section 15 applies: services fully performed with your prior express consent, goods made to your specifications or clearly personalised, goods that deteriorate rapidly, sealed goods unsealed after delivery for health or hygiene reasons, sealed audio or video recordings or software unsealed, newspapers, accommodation, car rental, catering or leisure services for a specific date, and digital content supplied with your consent and acknowledgment that you lose the right.
Count the 14 days. For a sales contract, the period starts on the day you or a third party you named (not the carrier) physically take possession of the goods; for several goods delivered separately, from receipt of the last item. For services, it starts on the day the contract is concluded.
If the trader did not provide the information on the right of withdrawal required by the Law, the period is extended by 12 months. If the information is provided later within those 12 months, the 14 days start from the day you receive it.
Notify the trader clearly. Inform the trader before the 14 days expire that you are withdrawing. You can use the model withdrawal form, which the trader must provide, or any other unequivocal statement, for example an email: 'I hereby give notice that I withdraw from my contract for the sale of the following goods: [ ], ordered on [ ], received on [ ].' Include your name, address and order number.
It is enough to send the notice within the deadline. Keep proof of sending: an email, a registered letter or a screenshot of the online form confirmation.
Return the goods within 14 days of the notice. Unless the trader offered to collect them, send the goods back without undue delay and in any event within 14 days of notifying your withdrawal (section 13). The deadline is met if you send the goods before it expires. You bear only the direct cost of return, unless the trader agreed to bear it or did not inform you that you must pay it.
Pack the goods carefully and keep the shipping receipt and tracking number. You may handle the goods only as necessary to establish their nature, characteristics and functioning, as you could in a shop; you are liable for any diminished value resulting from other handling.
Expect the refund within 14 days. The trader must refund all payments received, including the standard delivery costs, without undue delay and in any event within 14 days of being informed of your decision (section 12). The refund must be made using the same means of payment you used, unless you expressly agreed otherwise and without any fees for you.
For sales contracts, the trader may withhold the refund until it has received the goods back or you have supplied proof of having sent them, whichever is earlier. If you chose a more expensive delivery than the standard one, the extra cost is not refunded.
If the trader refuses or delays. Send a written reminder citing sections 8 and 12 of Law 133(I)/2013 and set a short deadline. If you paid by card, ask your bank about a chargeback for goods returned but not refunded.
Then complain to the Consumer Protection Service of the Ministry of Energy, Commerce and Industry, which enforces consumer law and can impose administrative fines, or use an approved ADR entity under Law 148(I)/2015. For traders established in another EU country, contact the European Consumer Centre Cyprus.
Withdrawing from services and digital content. If you asked the trader to start providing a service during the withdrawal period, you can still withdraw, but you must pay for the part of the service provided until you withdraw. If the service was fully performed with your prior express consent and acknowledgment, the right is lost.
For digital content not supplied on a tangible medium, the right is lost once the download or streaming begins with your express consent and acknowledgment. Read the confirmation emails carefully: they show whether you gave such consent.
Distinguish withdrawal from a defect claim. The 14-day right of withdrawal applies even if the goods are perfect. If the goods are defective, you also have separate rights under Law 154(I)/2021: repair, replacement, price reduction or termination, for defects appearing within two years of delivery.
If the 14 days have passed, check whether you can rely on the defect rules, or on the trader's own, more generous return policy.
What to watch out for
- Missing the 14-day deadline because you counted from the order date instead of the delivery date, or vice versa for services.
- Returning goods without notifying withdrawal. Returning a parcel is not always treated as a clear statement; send a written notice as well.
- Using the goods beyond what is necessary to test them, which allows the trader to deduct for diminished value.
- Opening sealed hygiene products or software, which removes the right of withdrawal.
- Accepting a voucher instead of a refund. The trader must refund using the original means of payment unless you expressly agree otherwise.
- Not keeping proof of sending and the tracking number for the returned goods.
Legal basis
Frequently asked questions
Can I return something I bought online in Cyprus?
Yes. Under section 8 of Law 133(I)/2013, you can withdraw from an online or other distance purchase within 14 days of receiving the goods, without giving a reason. You pay only the direct cost of returning the goods unless the trader agreed to pay it.
When does the 14-day period start?
For goods, on the day you, or a person you nominated other than the carrier, physically receive them; for several items delivered separately, from receipt of the last one. For services, it starts on the day the contract is concluded.
How quickly must the shop refund me?
Within 14 days of being informed of your withdrawal, including the standard delivery charge, using the same payment method, under section 12. The trader may wait until it receives the goods back or proof that you sent them.
Do I have to pay for return shipping?
Usually yes, the direct cost of returning the goods, unless the trader agreed to bear it or did not inform you that you must pay. The original standard delivery charge must be refunded to you.
Which purchases cannot be returned within 14 days?
Section 15 excludes, among others, personalised or made-to-measure goods, perishable goods, unsealed hygiene products, unsealed recordings or software, newspapers, date-specific leisure, accommodation and car rental services, and digital content downloaded with your consent.
Does the 14-day right apply in shops in Cyprus?
No. It applies to distance and off-premises contracts. In a shop, returns of non-defective goods depend on the shop's policy. Defective goods are covered by the seller's two-year liability under Law 154(I)/2021.
The seller never told me about the right of withdrawal. What now?
Then the withdrawal period is extended: it ends 12 months after the end of the original 14 days, under section 9. If the trader provides the information within that time, the 14 days run from when you receive it.
Where can I complain if an online shop refuses a refund?
To the Consumer Protection Service of the Ministry of Energy, Commerce and Industry, or to an approved ADR entity. For shops in other EU countries, the European Consumer Centre Cyprus can help. If you paid by card, ask your bank about a chargeback.
Legal guide – individual how-tos
Analyse my document →Legal guideContract templatesCountry home page