The COMPANY, wishing to highlight the benefits of using the internet in our daily shopping, we set out below the terms and conditions for returning defective or non-defective products.
Product Returns due to delivery error
In all cases where items other than those sold are delivered, in terms of type or quantity, the customer returns the products for inspection and verification of the error. In this case, the costs of returning the products to the company as well as the costs of re-sending to the customer are borne by the COMPANY, provided that the return method proposed by the company is followed.
Returns of defective products
If it is found that the item has a manufacturing defect, provided that this is confirmed by the authorized repairer providing the warranty, or if the COMPANY itself directly provides the warranty, the following apply:
- The warranty is provided for a limited period specified in the detailed product specifications. After the end of this period, repair or replacement of the products is possible at an additional cost following a new agreement with the customer.
- The return of the product for replacement must be made along with all the documents accompanying the product (e.g. retail receipt, etc.) and its complete packaging. If the defect was discovered later after delivery and the packaging no longer exists, or also if the product packaging was taken by the delivery personnel upon delivery of the item, the product packaging is not required.
- The return of products will be carried out via courier, or at the store operated by the COMPANY under the trademark “e-shop.gr“. In cases of return via courier, the customer bears the shipping costs to the COMPANY and the COMPANY bears the shipping costs of the replaced or repaired product.
- After the return of the products, the defect reported by the customer is checked and then contact is made with them to inform them about the results of the check.
- If the defect is found, the product is repaired or replaced, otherwise the transaction is cancelled if it is not possible to repair the product within a reasonable time and the COMPANY cannot find another product of equivalent or better features or equivalent value for replacement. In case of cancellation of the transaction, the refund of the original purchase price is made in the same way as the customer’s initial payment to the COMPANY. The refund applies only to the specific product and shipping costs and order service fees are not refunded.
- Specifically, in case of payment by credit card, the COMPANY will be obliged to inform the issuing Bank about the cancellation of the transaction and the bank will then proceed with any action provided for based on the contract concluded with the customer, without further liability of the COMPANY. After this notification, the COMPANY bears no responsibility for the time and manner of execution of the chargeback, which is governed by the aforementioned contract. In the case of cash payment, if the customer had chosen the “pick up from store” option, the refund will be made to them from any store in the COMPANY’s network. In case of payment by bank transfer, a reverse bank transfer will be made from the COMPANY’s accounts to the customer.
- If the products are returned damaged or incomplete, the Online Store has the right to claim compensation from the customer, the amount of which will be determined by the condition of the products, and to proceed unilaterally and without further ado to full or partial set-off of this claim against the customer.
- In case of damage/wear of an accessory/consumable, the defective part is replaced and not the entire main product. The accessories of each product have a limited warranty, which may be equal to the duration of the main product or less.
Returns of products considered defective upon delivery
The return of products considered defective upon delivery will be accepted within seven (7) calendar days from their delivery to the customer. At the same time, the product must not be damaged and must have all the original documents that accompanied the product (e.g. retail receipt, etc.) and its complete packaging. In these cases, the following apply:
The product is received and inspected to verify the defect reported by the CUSTOMER.
Provided that these have been previously received and inspected by the COMPANY, the item will be replaced with a similar new one, or in case of unavailability with another new product of equivalent quality and price, otherwise if the customer does not wish a replacement, the original purchase price will be refunded to the customer. The refund is made in the same way as the customer’s initial payment to the COMPANY.
Specifically, in case of payment by credit card, the COMPANY will be obliged to inform the issuing Bank about the cancellation of the transaction and the bank will then proceed with any action provided for based on the contract concluded with the customer, without further liability of the COMPANY. After this notification, the COMPANY bears no responsibility for the time and manner of execution of the chargeback, which is governed by the aforementioned contract. In the case of cash payment, if the customer had chosen the “pick up from store” option, the refund will be made to them from any store in the COMPANY’s network. In case of payment by bank transfer, a reverse bank transfer will be made from the COMPANY’s accounts to the customer.
The shipping costs for both returning the products to the COMPANY and re-sending the replaced product to the CUSTOMER are borne by the COMPANY.
If the products are returned damaged or incomplete, the Online Store has the right to claim compensation from the customer, the amount of which will be determined by the condition of the products, and to proceed unilaterally and without further ado to full or partial set-off of this claim against the customer.
Return of non-defective products – Customer’s right of withdrawal without justification
The CUSTOMER has the right to withdraw from the purchase contract within a period of 14 days from the date of delivery, and specifically when there are multiple products in the same order from the delivery of the last one, while when there is an obligation for delivery of products at regular intervals from the delivery of the first. The withdrawal is made under the following conditions:
This withdrawal is without justification and without any charge, and if the item has already been delivered, the customer must return the product exactly in the condition they received it, with all its components, accompanying documents and its packaging in perfect condition. The return of the item is accepted only if the buyer has first paid any amount charged by the company for shipping the item to them and the shipping costs for the return of the item.
The withdrawal statement is made in writing or electronically, and the COMPANY is obliged to send confirmation of receipt of the withdrawal statement as soon as it receives it.
The consumer must return the product(s) within 14 days from the day they notified the company of their request for withdrawal, in accordance with the terms of this paragraph.
Following the withdrawal statement, the COMPANY is obliged to refund the price received within a maximum of 14 days from the receipt of the products.
Delivery shipping costs are not refunded.
The refund to the customer will be made by the same means as the original collection.
This right of withdrawal applies only in the case where the product packaging has not been opened or the product has not been put into operation. That is, the product must not have been used.
If the products are returned used, worn, damaged or incomplete, the Online Store has the right to refuse the refund of payment to the customer.
Exceptions to the right of withdrawal
Withdrawal does not apply to products which are not suitable for return, products made to the consumer’s specifications or clearly personalized items.
Withdrawal Form
The withdrawal statement is made in writing or electronically by a simple letter stating the details of the document (number, date, name), the description of the product for which withdrawal is exercised and the contact details of the person withdrawing.