Κώδικας Καταναλωτικής Δεοντολογίας για το Ηλεκτρονικό Εμπόριο

Article 1

Purpose and Scope

1. This Code sets out the general principles and defines the minimum rules of professional ethics and moral conduct that businesses must observe towards consumers.
2. It applies to transactions within the framework of contracts for the sale of goods or provision of services concluded between consumers and suppliers for remuneration entirely online, i.e., by electronic means at a distance, without the simultaneous physical presence of both parties (B2C transactions).
3. This Code concerns self-regulation rules for businesses operating in e-commerce addressed to consumers, and applies without prejudice to EU and Greek legislation on e-commerce and consumer protection, which it under no circumstances replaces.

Article 2

Definitions

1. For the application of this Code, the following terms have the meanings assigned to them below:
   a) "Business operating in e-business" (hereinafter referred to as the "business") means legal or natural persons based in Greece that provide products and/or services to consumers in Greece and/or abroad, legally operating directly and/or as intermediaries for the provision of services for direct or indirect remuneration by electronic means at a distance and upon the personal choice of the consumer.
   b) "By electronic means at a distance" means services and products provided by businesses and accepted by consumers through electronic processing equipment that is provided, transmitted, and received entirely via the Internet and/or mobile networks/applications.
   c) For the remaining terms, the definitions set out in Law 2251/1994, Presidential Decree 131/2003, and the Consumer Code of Conduct of Article 7 of Law 3297/2004, as applicable, shall apply.
2. In case of doubt, the definitions of the applicable legislation shall prevail.

Article 3

General Principles and Obligations of Online Stores

A. General Principles

The Code is governed by the principles of consumer protection, transparency, impartiality, technological neutrality, professional ethics, moral conduct, respect for private life, personal data protection, and the protection of vulnerable groups, as specifically mentioned in Articles 4 and 5 hereof.

B. Minimum Consumer Information Requirements

1. The business ensures the pre-contractual information of the consumer so that full, accurate, and clear information is available regarding the following:
   i. Full corporate name, registered office, postal address, VAT number, contact telephone numbers/email address.
   ii. G.E.MI. (General Commercial Registry) registration number.
   iii. Main characteristics of the products sold and quality of the services provided (e.g., total price including VAT or other taxes, shipping costs, or any return costs of the product, any additional charges, payment terms and methods, guarantees, product dimensions), as well as payment methods.
   iv. Availability of services and products, and the time limit within which the supplier undertakes to deliver the goods or provide the services.
   v. Characteristics of charges, potential discount packages, or special offers.
   vi. Terms of withdrawal from the contract, as well as termination or cancellation of the contract, as specifically mentioned in Article 6 hereof.
   vii. The possibility of out-of-court dispute resolution and information about recognized Alternative Dispute Resolution (ADR) entities, which suppliers are committed or obliged to use to resolve disputes.
   viii. The possibility of online alternative dispute resolution (ODR platform), as specifically mentioned in Article 8 hereof.
   ix. After-sales service terms, commercial guarantees (content, duration, and territorial scope), and the seller's liability for actual defects and lack of conformity, in accordance with Articles 534 et seq. of the Hellenic Civil Code.
   x. Any potential need for frequent product maintenance or the existence of spare parts of particularly high cost in relation to the current price of these products.
   xi. The purpose of processing, recipients or categories of recipients of the data, and the existence of the rights of access, rectification, objection, and erasure, as specifically mentioned in the website's Privacy Policy.
   xii. The codes of conduct or any trust marks binding them.
   xiii. The above information provided to the consumer must be comprehensible, lawful, true, updated, easily accessible to all, including persons with disabilities, and verifiable, and must be provided mandatorily in the Greek language and optionally in any other language.
2. The terms of the contract for the provision of services or sale of products must be posted on the business's website in a place easily accessible to the consumer.
3. In cases where an order request is submitted by the consumer, the business is obliged to immediately deliver/send an acknowledgment of receipt of the order request, clearly stating the date of receipt and confirmation of the order.
4. Under the responsibility of the business, the time at which the contract is deemed to have been concluded is made clear to the consumer, as defined by applicable law. The basic contractual terms must be available to consumers in advance, and in such a way that the order cannot be registered unless the user has previously acknowledged them (via an explicit acceptance checkbox). Following the conclusion of the contract, the business must refrain from any action implying a unilateral modification of its terms, particularly regarding the price.
5. The consumer receives adequate updates regarding the progress of their order.
6. If the business finds that the consumer did not have correct information, it shall make every effort to resolve the issue within a reasonable time.
7. The personnel of businesses who communicate with consumers must be fully informed about the above-mentioned requirements and answer reasonable questions from consumers with clarity and accuracy.

C. Advertising – Promotion

1. Advertising and promotion must be in full compliance with applicable legislation regarding consumer protection and unfair competition.
2. In any case, the following apply:
   i. Advertising messages must be characterized by clarity regarding the identity of the business, the properties, and the final price of the product, in simple and understandable language.
   ii. Advertisements or other offers must refrain from misleading or aggressive practices before, during, and after a commercial transaction.
   iii. The personnel of the business who come into direct communication with the consumer must not mislead or seek to mislead consumers in any way.
   iv. The business does not provide incomplete or inaccurate information regarding the availability or feasibility of providing the product.
   v. Any advertising and promotional activity specifically addressed to minors must not directly or indirectly incite them to acts of violence or behavior dangerous to their safety.
   vi. Businesses observe the age restrictions set by applicable law regarding the promotion and sale of specific product categories.
   vii. Any advertising and promotional activity addressed to persons with disabilities must ensure its accessibility to them.

Article 4

Protection of Minors and Other Vulnerable Groups

1. The business personnel shall not exploit the vulnerability of consumers belonging to vulnerable groups, such as the elderly, minors, persons who do not understand the language well, or persons with disabilities. Businesses make careful, accurate, and objective descriptions of products and services specifically addressed to such persons in an accessible and fully comprehensible manner.
2. Particularly for minor consumers, businesses ensure – to the extent possible – the formulation of appropriate access conditions to their websites as provided for by applicable laws.

Article 5

Transaction Security and Personal Data Protection

A. Transaction Security

1. Businesses ensure the security of transactions carried out using Information and Communication Technologies (ICT), utilizing strong encryption protocols (SSL/TLS).
2. In this context and according to applicable law, businesses implement every appropriate technical and organizational measure to provide the legally required security for electronic transactions and data, and inform traders about the basic parameters of the security used via the terms of use.

B. Personal Data Protection (GDPR Compliance)

1. Businesses maintain and implement a clear, lawful, and updated Privacy Policy in accordance with the GDPR and properly inform consumers.
2. The collection or processing of special categories of personal data ("sensitive data"), as defined in the GDPR (racial origin, political opinions, health data, etc.), is prohibited unless the explicit legal exemptions and conditions of the Regulation are met.
3. Regarding the use of "all types of cookies", the installation of trackers (statistics, advertising, marketing) takes place **exclusively and only upon the active and explicit consent (opt-in)** of the consumer, via an appropriate mechanism (cookie banner).
4. In case of non-consent to optional cookies, the business ensures the smooth continuation of website use by the consumer, utilizing only the strictly necessary/technical cookies.
5. Personal data is not disclosed or transmitted to third parties without prior information or consent, except for direct partners executing the contract (e.g., courier companies, payment processors) or when required by law.
6. Businesses provide consumers with a free choice (opt-in) for receiving marketing material (newsletters), and guarantee the right to freely and easily withdraw their consent (unsubscribe) at any time.
7. The consumer is entitled to exercise all their legal rights (access, rectification, restriction, portability, objection, and erasure), without prejudice to data that the business is required to maintain based on tax legislation (Article 17 par. 3 GDPR).

Article 6

Right of Withdrawal for Consumers

1. The consumer has an inherent right to withdraw without justification within fourteen (14) calendar days, in accordance with the provisions of applicable law.
2. The business informs the consumer pre-contractually about the terms, conditions, return costs, as well as the legal exceptions to the right of withdrawal (e.g., unsealed cosmetics, skincare products, or hygiene items, which by nature cannot be returned once opened), providing them with access to a model withdrawal form.

Article 7

Customer Service

1. The business ensures that it has appropriate mechanisms (via telephone and/or email) and sufficient personnel engaged in customer service, making reasonable efforts to update them regarding their requests within the legal time limits.
2. When communication is carried out through a call center, the call charge does not exceed the basic line rate (local call), while in the case of using a contact form or email, a response is provided within a reasonable and short period of time.

Article 8

Online Alternative Dispute Resolution

1. Businesses inform consumers about the possibility of alternative dispute resolution (ADR) arising from electronic product sale or service provision contracts, through registered entities.
2. Businesses provide, in an easily accessible manner on their websites, an active electronic link to the pan-European platform for online dispute resolution (ODR platform), in application of the provisions of Regulation (EU) 524/2013, through which consumers can submit their complaint: https://ec.europa.eu/consumers/odr/.