Consumer Code of Conduct for Electronic Commerce

Article 1

Purpose and Scope

  1. This Code sets out the general principles and defines the minimum rules of professional conduct and ethical behavior that businesses must observe towards consumers.

  2. It applies to transactions within the framework of contracts for the sale of goods or the provision of services concluded between consumers and suppliers for consideration, carried out entirely online, i.e., by electronic means at a distance, without requiring the simultaneous physical presence of both parties (B2C transactions).

  3. This Code concerns self-regulation rules for businesses operating in consumer-oriented e-commerce and applies without prejudice to EU and Greek legislation on electronic commerce and consumer protection, which it does not replace in any case.

Article 2

Definitions

  1. For the purposes of this Code, the following terms have the meaning set out below:
    a) “Business operating in the field of electronic commerce” (hereinafter “business”) means legal or natural persons established in Greece that provide products and/or services to consumers in Greece and/or abroad, operating lawfully either directly and/or as intermediaries providing services for direct or indirect remuneration, by electronic means at a distance and following the consumer’s personal choice.
    b) “By electronic means at a distance” means services and products provided by businesses and accepted by consumers through electronic data-processing equipment, where the service is provided, transmitted, and received entirely via the Internet and/or mobile networks/text applications.
    c) For the remaining terms, the definitions set out in Law 2251/1994 (as in force), Presidential Decree 131/2003, and the Consumer Code of Conduct of Article 7 of Law 3297/2004 (as in force) apply.

  2. In case of doubt, the definitions of applicable legislation prevail.

Article 3

General principles and obligations of online stores

A. General principles

This Code is governed by the principles of consumer protection, transparency, impartiality, technological neutrality, professional conduct, ethical behavior, respect for privacy, protection of personal data, and protection of vulnerable population groups, as specifically referenced in Articles 4 and 5.

B. Minimum information to be provided to the consumer

  1. The business ensures pre-contractual information so that the consumer can be fully, accurately, and clearly informed about:
    i. Full corporate name, registered office, postal address, VAT number, contact telephone numbers/email address.
    ii. GEMI registration number.
    iii. Main characteristics of the products sold and quality of services provided (e.g., total price including VAT/taxes, shipping costs, possible return costs, any additional charges, payment terms and methods, warranties, product size/dimensions), and the available means of payment.
    iv. Availability of services and products and the time limit within which the supplier undertakes to deliver goods or provide services.
    v. Characteristics of charges, possible discount packages, or special offers.
    vi. Terms of withdrawal from the contract and termination/cancellation, as specifically referred to in Article 6.
    vii. The possibility of out-of-court dispute resolution and information on recognized ADR bodies which suppliers commit or are obliged to use; if there is no such commitment/obligation, suppliers clarify whether they will use such bodies.
    viii. The possibility of online dispute resolution, as referred to in Article 8.
    ix. After-sales service terms, any commercial guarantees (content, duration, territorial scope), and the seller’s liability for defects and lack of agreed properties pursuant to Articles 534 et seq. of the Civil Code.
    x. Any need for frequent maintenance or the existence of spare parts of particularly high cost compared to the current price of the products.
    xi. The purpose of processing, recipients/categories of recipients of data, and the existence of rights of access and objection, as referred to in Article 5B(5).
    xii. Codes of conduct or reliability marks that bind them.
    xiii. The above information must be understandable, lawful, truthful, up-to-date, easily accessible to all (including persons with disabilities), verifiable, and must be provided mandatorily in Greek and optionally in another language.

  2. The terms of the service contract and/or sale of products must be posted on the business website in a place easily accessible to the consumer.

  3. When the consumer submits an order request, the business must immediately deliver/send proof of receipt of the order request clearly stating the receipt date and an order confirmation.

  4. The business must clearly indicate to the consumer when the contract is deemed concluded, as provided by law. Core contractual terms must be available in advance in such a way that the order cannot be submitted unless the user has acknowledged them. After conclusion, the business must refrain from actions that modify the terms, in particular changing the price or later informing of unavailability of the ordered product/service.

  5. The consumer is adequately informed about the progress of the order.

  6. If the business finds that the consumer did not have correct information or the contract was not concluded with explicit consent, it makes every effort to resolve the matter within a reasonable time.

  7. Staff communicating with consumers must be fully informed and answer reasonable consumer questions clearly and accurately.

C. Advertising – Promotion

  1. Advertising and promotion must comply with applicable law.

  2. In any case, the following should apply:
    i. Advertising messages and information must be clear regarding the identity of the business, characteristics, and final price of the advertised product (or method of calculating it), in simple and understandable language so consumers can decide safely.
    ii. Advertising/offers must avoid misleading or aggressive practices before, during, and after the transaction that may mislead consumers.
    iii. Staff in direct contact with consumers must not mislead or seek to mislead by acts or omissions.
    iv. The business must not provide incomplete or inaccurate information regarding its ability to provide the service or sell the product.
    v. Advertising aimed at minors must not encourage (directly or indirectly) violence, alcohol use, tobacco, toxic substances, or any dangerous behavior for their safety/health.
    vi. Businesses observe legal age restrictions for promotion and sale of certain product categories.
    vii. Advertising aimed at persons with disabilities must ensure accessibility.

Article 4

Protection of minors and other vulnerable groups

  1. Staff do not exploit the weakness of vulnerable consumers (elderly, minors, people with limited Greek, persons with disabilities). Businesses provide careful, accurate, objective product/service descriptions in a manner easy to understand and fully accessible, so as not to mislead as to size, value, nature, purpose, durability, performance, or price.

  2. Especially for minors, businesses take care—where possible—to shape appropriate access terms to their websites as required by applicable laws.

Article 5

Transaction security and personal data protection

A. Transaction security

  1. Businesses ensure the security of transactions using ICT.

  2. In compliance with law, they use appropriate tools/measures according to their activity and the nature of data (personal or not), providing the legally required level of security across transaction stages and informing users about key security/confidentiality parameters in the website terms of use.

  3. They apply appropriate technical and organizational measures to ensure confidentiality as legally required and proportionate to the nature of products/services.

B. Personal data protection

  1. Businesses must have and apply a clear, truthful, lawful, easily accessible and up-to-date Personal Data Protection Policy and inform consumers as required by law and the Hellenic DPA guidelines.

  2. Collection/storage/processing of “sensitive” data (e.g., racial/ethnic origin, political opinions, religious/philosophical beliefs, union membership, health, social welfare, criminal prosecutions/convictions) is prohibited unless legal conditions are met.

  3. Other personal data is processed only when permitted by law and under its conditions.

  4. Cookie installation must occur after appropriate consumer information and on the basis of consent, per law and DPA guidance.

  5. If cookies are not accepted, businesses allow (where technologically feasible) continued website use without sending cookies.

  6. Personal data is not disclosed/transferred to third parties without prior information or consent, and/or where the law provides, always in line with data protection law.

  7. Businesses respect consumers’ wish not to be included in files used for unsolicited marketing calls, where the consumer has declared this to the relevant provider.

  8. Businesses allow consumers to choose whether to receive advertising messages/newsletters and, if accepted, to withdraw consent freely; businesses must then stop sending such communications (unless renewed consent or legal conditions apply).

  9. Consumers have the right to immediate access to information about their personal data, to object to future marketing use, to request partial/total deletion, correction/completion, to be informed of when/how the data was first obtained, and to be informed about data protection methods.

Article 6

Right of withdrawal for consumers

  1. The consumer has an inalienable right of withdrawal without cause and without penalty, according to applicable law.

  2. Before the consumer is contractually bound, the supplier must inform them clearly and understandably, in their language, about the right to withdraw within the legally provided period of fourteen (14) days (starting at the point specified by law), as well as the terms, conditions, exceptions, procedure, and consequences of withdrawal, considering each product/service and providing a model withdrawal form.

Article 7

Consumer service

  1. The business ensures it has suitable mechanisms (phone and/or email) and sufficient staff for customer service, making reasonable efforts to respond within the legally applicable time limits.

  2. For call centers, the business ensures the consumer is not kept waiting excessively and the call charge does not exceed local call charges.
    For online forms or email, the business responds within a reasonable time from receipt of the consumer’s request.

Article 8

Online alternative dispute resolution (ODR)

  1. Businesses inform consumers about the possibility of ADR for disputes arising from online sales/service contracts using registered ADR bodies in the Registry under Joint Ministerial Decision 70330/2015.

  2. Whether or not they are committed to ADR, businesses provide in an easily accessible manner through their websites an electronic link to the EU-wide Online Dispute Resolution (ODR) platform, pursuant to Regulation (EU) 524/2013, through which consumers submit complaints that are then forwarded to the relevant ADR body.