Refund policy
RETURN & WITHDRAWAL POLICY
1. RETURN OF PRODUCTS
If you wish to return the product you received because it is defective, wrong, or if you simply changed your mind, you can submit a return request easily and quickly through your account on the site without any additional charge.
To return something you purchased, you can complete the return request, which you will find HERE, by filling in the correct product - purchase code.
Once you complete and submit the return form, our team will process your request and send you an email with all the necessary information to complete the process.
It is noted that, as detailed below, no return request can be accepted for hygiene products that have been opened or unsealed, for personalized or special-order products, for products used in any way by you, for used products, or when there is visibly damaged, altered, or damaged packaging, which is not our fault. Our method of communication for such issues is described in detail below.
2. WITHDRAWAL
You have the right to return the products you purchase through the site within 14 days from the date of receipt. If the order has been placed by a natural person (without requesting an invoice), then you are entitled to exercise the right of withdrawal within 14 calendar days from the delivery of the product, requesting a refund. The process is extremely simple and direct. The costs are borne by the customer - we will assume all costs of returning and re-sending the order in the event that we are responsible for any liability - fault.
The right of withdrawal under article 4 § 10 of Law 2251/1994 does not apply to
all product categories.
The right of withdrawal under article 4 § 10 of Law 2251/1994 does not apply to products purchased with an invoice (1a par. 1 of Law 2251/1994 on consumer protection) as well as to product categories that concern:
Supply of goods that can be spoiled, Supply of goods that are not suitable for return for hygiene reasons, Supply of sealed goods that are not suitable for return, for health protection reasons or for hygiene reasons and which have been unsealed after delivery, Supply of sealed goods that can be spoiled and which have been unsealed after delivery, Products that have been used or personalized after, Products that have been made to order, according to specifications set by the consumer.
In the event that the product we sent you is different from the one you ordered, or if any part or accessory is missing, you can return it by selecting “It is not what I ordered” on the return form.
You can download the Withdrawal Formhere.
3. DEFECTIVE PRODUCT / WRONG PRODUCT
In the event that a product you purchased has a defect, you have the right to return it in accordance with articles 534 et seq. of the Civil Code. If the defect of the product can be captured in a photograph, it must be photographed and sent to our e-mail, in order to speed up the process and avoid control or disputes. At the same time, a description must be made, as detailed as possible. In all cases, we will immediately process the relevant request and send an e-mail regarding its progress and all the necessary information to complete the process. If a product belongs to a category that does not allow returns for health protection reasons and is defective, contact us via e-mail and / or telephone, so that we can direct you on how to declare and deal with the problem.
For returns due to receiving the wrong product, we will choose to either replace the wrong product with the correct one or refund the price of your purchase.
4. WARRANTY
The duration of the legal warranty for new and used products is two (2) years under the conditions of the law. If there is another commercial warranty of a broader nature, the one most favorable to the consumer applies.
5. DAMAGED / WORN PRODUCT:
In case of receiving a product damaged during transport, you can refuse to accept it from the shipping company and contact us by any means (e-mail etc.) so that we can immediately provide compensation or send a new product. If the above is found when opening the package, you can do the same as above, attaching photos of the damage and describing the wear, damage, or defect of the product that you found, so that we can refund your money or replace the product.
6. PRODUCT WITH EXPIRY DATE:
If you received a product that has a short or past expiration date, the above only applies if the action to return is taken immediately and within that date, except in the case where the expiration is due to our own fault.
7. REFUND:
For returns due to withdrawal, the refund or replacement process begins immediately, upon delivery of the package for return to the shipping company. Returns concerning defective products, which follow the receipt of the product by us, go through the technical inspection process before we proceed with compensation, in order to confirm the reason for the return and to establish that the damage results from a manufacturing error and not from mishandling. Specific information will be provided for each stage of the process via e-mail and when the process is complete, we will proceed with what you selected on the return form. If you chose a refund, this will be made in the same way as the payment was made, which may take up to 10 business days to complete. If there has been a gift certificate, free credit, or any other financial/monetary bonus, the refund will only concern the amount actually paid by you, and the balance will be returned to your account as it was before. If the order has been credited in installments, the refund will be made accordingly. The entire amount you have paid may not be refunded if you have used the product more than necessary to determine its nature, characteristics and function. In case of payment for your order by cash on delivery or through another equivalent method, you must provide us with your bank account IBAN in order to proceed with the refund, providing us with proof that the account in question also has you as a beneficiary.
If replacement is selected, we will ship a new product to
your space at our expense.
8. WRONG PRODUCT
In case of withdrawal or receipt of the wrong product, the return request must be notified to us within 14 days of receipt of the product. After this period, the return cannot be accepted.
Products that have shown some damage can be returned within the period specified by their legal or commercial warranty. In order to be able to return a defective product, you must have kept the purchase receipt. If you have received an invoice, you must issue a shipping note and include it in the packaging. The store will send you the credit invoice after receiving the products.
9. PACKAGING
In order for a product return to be accepted, it must be in its original packaging and placed in a durable shipping box that does not have stickers, labels, scratches, underwriting, markings, or damage. If the product is already in a box, a wrapper or bag must be added so that the shipping voucher is not placed on the original box. If it is a defective product, the package must include the retail sales receipt or the shipping - return slip if the purchase was made with an invoice. In the event of withdrawal or return of an unused product, the product must be in its original condition, with all the accessories and documents that accompany it, without labels, tags, brochures, instructions for use, etc. having been tampered with or removed, and the entire packaging must be the original one and in excellent condition.
10. FRAGILE PRODUCTS
Regarding fragile and/or unique handmade products, the return policy includes, MANDATORY, a detailed description and sending a clear photo of the defect via e-mail. Then, and depending on the type of product and the alleged defect, we will contact you, either by phone or via e-mail, in order to arrange the method of returning it to us, that is, whether we will come to collect it from your home ourselves, due to the specificity of the product, or whether we will give you specific instructions for packaging and shipping it. In any case, for such products, it needs to be certified in an undeniable way that the alleged defect is related to issues within our sphere of commercial influence (packaging, damage during transport, etc.) and not yours, so you also need to be very careful in following these instructions.