Consumer complaints, refunds and withdrawal letters in Cyprus
Anyone in Cyprus who buys online, by phone or away from the trader's premises can withdraw within 14 days without giving a reason, subject to the exceptions in the Consumer Protection Law of 2021 (Law 112(I)/2021). The trader refunds every payment, standard delivery included, within 14 days, and if the trader never mentioned the right, the period runs 12 months longer. Since 19 June 2026 online shops must also offer a withdrawal function. For faulty goods the seller, not the manufacturer, is liable for two years from delivery under Law 154(I)/2021: the buyer first asks for a free repair or replacement, which must be done within 25 days at most from when the seller is told, and if that does not happen or fails, a price reduction or the end of the sale with the money back.
A written notice of withdrawal proves the date. For something broken there is the complaint about a faulty product, followed, if the repair is not done or fails, by the refund demand after a failed repair; when a device is left at a shop, the record of equipment handed over for repair notes its condition, the fault and the estimate. When a flight arrives three hours or more late or is cancelled without timely notice, Regulation (EC) 261/2004 gives €250, €400 or €600 depending on distance, unless extraordinary circumstances caused it; the compensation demand goes to the airline first and then to the Department of Civil Aviation. On a package holiday, the organiser answers for every service in the package under Law 186(I)/2017.
Electricity and telecoms complaints go to the provider first: the complaint to the EAC or another supplier comes before the energy regulator, CERA, and the telecoms complaint and termination letter before the communications regulator, OCECPR. For a card payment the holder did not authorise, Law 31(I)/2018 requires the issuer to refund it by the end of the next business day unless it reasonably suspects fraud; the card dispute request asks for that in writing. The Consumer Protection Service takes complaints on its own form, and the complaint letter goes with it. A notice ending a gym membership also asks for the charges to stop. The documents are in Greek, and each page describes its document in English; fill one in online for a finished PDF, or download it blank.
The documents
11 forms available to fill out or download.
Complaint to a package holiday organiser (Cyprus)
A traveller's written claim against the organiser of a package holiday bought in Cyprus when the services were not as agreed: the hotel, flights, transfers or excursions. It relies on Law 186(I)/2017, under which the organiser answers for every service in the package, records the failures and when they were reported on the spot, and asks for a price reduction, compensation and the traveller's own costs, before the Consumer Protection Service.
Card transaction dispute and chargeback request (Cyprus)
A Cypriot cardholder's written request to the bank or card issuer disputing charges: a transaction the cardholder did not authorise, a purchase never delivered, a refund the merchant did not make, a double charge or a subscription already cancelled. It asks the issuer to recover the charge from the merchant's bank (a chargeback) and, for an unauthorised transaction, to refund by the next business day under Law 31(I)/2018, and warns of a referral to the Financial Ombudsman.
Refund demand after a failed repair (Cyprus)
A Cypriot consumer's written demand when the repair or replacement of a faulty product was not done, failed or was refused: it asks for a price reduction, or ends the sale and asks for the whole price back, under Law 154(I)/2021. It sets out the history of the complaint, picks the ground the Law provides, states the amount and the account, and gives 14 days to pay before the Consumer Protection Service and the court.
Complaint to the EAC or another electricity supplier (Cyprus)
A Cypriot consumer's written complaint to the Electricity Authority of Cyprus (EAC) or another electricity supplier about a disputed bill, a meter reading, a power cut or poor service. It is the first step the procedure of the Cyprus Energy Regulatory Authority (CERA) requires, and it also serves as the second complaint, made within seven days of the supplier's decision, before going to CERA. It asks for a written decision and for no disconnection over the disputed amount.
Flight delay or cancellation compensation demand (Cyprus)
A passenger's written demand to an airline for the compensation of Regulation (EC) 261/2004, €250, €400 or €600 depending on distance, when a flight from Cyprus, or to Cyprus with a European airline, arrived three hours or more late, was cancelled without timely notice, or the passenger was denied boarding. It also claims meals, hotel or transport costs, asks for cash rather than vouchers, and warns of a complaint to the Department of Civil Aviation.
Complaint to the Consumer Protection Service (Cyprus)
A consumer's written complaint to the Consumer Protection Service of the Ministry of Energy, Commerce and Industry about a business that breached their rights: a misleading practice, an unfair term, a refusal to refund or repair. It sets out in order the business, the purchase, the problem, what was done to resolve it and what is asked, and lists the attachments. It goes with the Service's complaint form, online or on paper.
Complaint about a faulty product (Cyprus)
A Cypriot consumer's written notice asking the seller to repair or replace, free of charge, a product that has broken or is not as agreed. It relies on the two-year legal guarantee of Law 154(I)/2021, which binds the seller rather than the manufacturer, describes the fault and when it was found, asks for a receipt when the product is handed in and requires the remedy within the 25 days the Law allows, reserving a price reduction or ending the sale.
Notice of withdrawal from an online or distance purchase (Cyprus)
A consumer's notice in Cyprus withdrawing from a purchase made online, by phone or away from the trader's premises, within 14 days and without giving a reason, under the Consumer Protection Law of 2021. It identifies the order, asks for every payment back, standard delivery included, within 14 days, gives an IBAN and announces the return of the goods. Since 19 June 2026 online shops must also offer a withdrawal button; this letter works alongside it and leaves a written record.
Record of equipment handed over for repair (Cyprus)
The record a customer and a repair shop in Cyprus sign when a phone, a computer, an appliance or a bicycle is left for repair: the equipment and its serial number, the accessories, the fault, its visible condition, the estimated cost and time, the charge if the repair is not done and the warranty on the work. It says that any cost beyond the estimate needs the customer's consent, and has room for collection after the repair.
Telecoms complaint and contract termination (Cyprus)
A Cypriot subscriber's letter complaining to a mobile, landline, broadband or pay-TV provider and ending the contract: after the initial commitment period, because the provider changed the terms, because of repeated poor service, or early, with a request for a breakdown of any charge. It asks for billing to stop, arranges the return of equipment and warns of a referral to the Office of the Commissioner of Electronic Communications and Postal Regulation (OCECPR).
Ending a gym membership (Cyprus)
A gym member's written notice in Cyprus ending the membership: under the contract's termination clause, at the end of the term without renewal, for health reasons or a move, because the gym no longer provides what was agreed, or by withdrawing within 14 days when the membership was bought online. It asks for card or direct debit charges to stop and for anything prepaid to be refunded, and refuses any penalty the contract does not clearly provide for.