Rejected complaint about faulty goods: consumer rights
When you buy goods as a consumer in Cyprus, the Sale of Consumer Goods and Associated Guarantees Law requires the goods to conform to the contract. If they are defective or not as described, you have legal remedies against the seller even if your complaint was rejected. These rights apply in addition to any commercial guarantee and cannot be excluded by unfair contract terms.
Key facts
What to do
- Keep proof of purchase (receipt, invoice, card statement) and any written commercial guarantee.
- Notify the seller of the lack of conformity in writing, describing the defect clearly.
- State the remedy you want: repair, replacement, price reduction or rescission of the contract.
- Give the seller a reasonable opportunity to repair or replace before escalating.
- If the seller rejects a valid complaint, submit a written formal complaint and keep copies.
- Refer the dispute to the Consumer Protection Service or take legal action if the seller still refuses.
What to watch out for
- Discarding the faulty item or losing your receipt weakens your claim - keep both.
- The seller (not the manufacturer) is your primary contact for the statutory remedy.
- Delaying notification of the defect can reduce your remedies.
- A commercial guarantee is extra protection and does not replace your statutory rights.
Legal basis
Frequently asked questions
The shop says the guarantee has expired. Do I still have rights?
Possibly yes. Your statutory rights under the Sale of Consumer Goods and Associated Guarantees Law are separate from, and additional to, any commercial guarantee period offered by the seller.
Can I demand a refund straight away?
The law sets out a hierarchy of remedies - typically repair or replacement first, and price reduction or rescission where those are not possible or fail. State clearly what you want.
Who do I complain to if the seller refuses?
You can escalate to the Consumer Protection Service and, if necessary, bring a claim before the courts.