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Refund policy

📄 Refunds, Returns, Exchanges & Legal Guarantee Policy

Effective Date: 01/02/2023
Last Updated: 25/11/2025**

InterCyprus is committed to offering high-quality products and excellent customer service.
This policy describes your rights regarding refunds, returns, exchanges, delivery issues, and the EU legal guarantee for purchases made on InterCyprus.com.

If translations differ, the English version prevails.

1. EU Consumer Rights (14-Day Withdrawal)

Under EU Directive 2011/83/EU, consumers may return most products within 14 days of receiving the order.

Return conditions:

  • Item must be in original condition

  • Unused, unworn, undamaged

  • In original packaging

  • With proof of purchase

Return shipping for change-of-mind returns is paid by the customer.

Orders cannot be cancelled after shipment.

2. How to Request a Return

You may request a return by:

Once approved, you will receive:

  • Return instructions

  • A return label where applicable

Unapproved returns will not be accepted.

3. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (plants, food, etc.)

  • Custom or personalized products

  • Personal-care items and Medicasl Supplies and equipment

  • Hazardous materials / flammable liquids

  • Gift cards

Clearance Items / Known Defects

Items discounted due to known or disclosed defects are not returnable with respect to those defects.

4. Damaged or Incorrect Items

Inspect your order upon delivery.

If an item is damaged, defective, or incorrect, contact sales@intercyprus.com immediately.
We will arrange:

  • repair,

  • replacement,

  • or refund,

depending on the situation.

5. Exchanges

5.1 Customer-Requested Exchanges (size, colour, change of mind)

  • Customer pays return shipping

  • Customer pays shipping for replacement item

5.2 Defective or Incorrect Items

InterCyprus covers all return and replacement shipping.

Process for all exchanges:

Exchanges are processed as:
➡️ return of the original item
➡️ creation of a new order

6. Refunds

You will be notified when your return is received and inspected.
Approved refunds are issued to the original payment method.

Undelivered or Cancelled Orders

If shipping issues or supplier stock errors occur, we may issue a refund.

Delivery Delay Credit

For prepaid orders €20+ not delivered within 4 weeks:
➡️ 10% store credit (up to €20)

Orders undelivered after 30 days may be refunded under EU law.

7. EU Legal Guarantee (2 Years)

All consumer goods include a 2-year legal guarantee under EU Directive 2019/771.

Coverage includes:

  • repair

  • replacement

  • refund (if repair or replacement is impossible)

First 6 Months

Any defect is presumed to have existed at delivery unless proven otherwise.

After 6 Months

Customer must show the defect existed at delivery.

Exclusions:

Not covered:

  • misuse

  • accidents

  • negligence

  • wear and tear

  • use outside intended purpose

8. Components With Limited Lifespan

Certain components (motors, water pumps, fans, solenoids, heating elements, etc.) may have shorter natural lifespans.

Failures due to:

  • wear and tear

  • continuous heavy use

  • debris/water impurities

  • overheating

  • lack of maintenance

…are not considered manufacturing defects.

Guarantee applies only to defects existing at delivery.

9. Refused Deliveries & Unclaimed Parcels (EU-Compliant)

If a customer:

  • refuses delivery

  • enters an incorrect / incomplete address

  • fails to collect the parcel

…then the shipment will return to us.

This is treated as an unclaimed shipment, not a legal withdrawal.

We may deduct:

  • original shipping cost, and

  • return-to-sender cost

from any refund.

If the parcel is lost during return transit, no refund will be issued.

10. Loss or Damage During Customer-Arranged Returns

For returns arranged by the customer (e.g., 14-day withdrawal):

  • You are responsible until we receive the item

  • If lost or damaged, the refund may be reduced or denied

We strongly recommend tracked shipping.

11. International Customers (Outside the EU)

Change-of-mind returns require approval.

Customer pays return shipping.

Legal Guarantee

Coverage depends on the laws of the destination country and manufacturer policies.

Taxes & Duties

Customers are responsible for customs duties and import taxes.

12. Shipping Limitations / Blocked Countries

We do not ship to:

  • Germany

  • Austria

  • France

  • Belgium

  • Switzerland

  • Luxembourg

  • Netherlands

  • Norway

  • Iceland

Orders placed with delivery addresses in blocked countries will be cancelled or refused.

Customers in blocked countries may still:

✔ browse the site
✔ arrange pickup in Cyprus (Akis Express)
✔ place orders only with a valid address inside a supported country

13. Order Cancellations

InterCyprus may cancel orders due to:

  • fraud risk

  • invalid address

  • stock issues

  • delivery restrictions

  • suspicious activity

Refunds will be issued where applicable.

14. Contact Information

📧 Email: sales@intercyprus.com

🏢 Registered Office (Legal Address):
Intercyprus Trading Ltd
20 Wenlock Road
London, N1 7GU
United Kingdom

📍 Service & Support Address:
Michael Koutsofta 9
Strovolos 2000
Nicosia, Cyprus