Return policy
WITHDRAWAL & RETURN POLICY
I. INTRODUCTION
Every consumer (natural person) has the right to withdraw from the purchase of a product made through our online store within a period of 14 calendar days from its delivery, without providing any specific reason, by returning the product to us and subject to the terms and conditions provided below. After receiving the product, the consumer may, within fourteen (14) calendar days: either exercise the right of withdrawal and request a refund of the amount paid, or request replacement of the product.
The sales contract is considered completed from the moment of our acceptance.
Under no circumstances are we liable for any failure to perform the contract or any delay in performing the contract due to events caused by force majeure.
The following terms and conditions may be amended; therefore, the applicable terms and conditions are those in force at the time the contract is concluded.
II. EXCHANGES
Product exchanges are carried out under the following terms and conditions, with the aim of providing smooth service and ensuring product quality.
Specifically:
Exchanges may be made within an exclusive period of 14 calendar days from the delivery of the product to you.
The product must be returned in excellent condition and must never have been worn outdoors or washed.
Products to be returned must correspond to the products delivered to you and must be in excellent condition.
Products must be returned in their original packaging, without the special labels having been detached/removed, with the required return form/exchange-return form available on our website, as well as the corresponding proof of purchase.
The exchange is carried out provided that the exchange-return form has been completed and signed with all required information and the reason for the exchange has been stated.
Discounted products may be exchanged for products of the same category and not for new season products.
Products that are part of a special price offer cannot be returned or exchanged unless they are defective.
Repeated or consecutive exchanges for the same order are not accepted.
Packaging: products that are contained together in one package as a single unit cannot be returned separately.
In the event of a size or product exchange, you must first place a new order for the desired product in order to ensure product availability, provided that the original product has first been returned and the relevant condition check has been completed.For your convenience and to better ensure availability, you may, after telephone communication or via email, immediately reserve a different size or product.If you wish to replace a product but the requested size or product is not available, you retain the right to request a refund of your money, according to the specific provisions below under section III. Upon receipt of the returned product, the process will proceed, according to your choice, either with a refund, a product replacement, or the issuance of store credit in your name.
For purely hygiene reasons, we will not accept returns of underwear.
Return shipping costs due to a product exchange are borne exclusively by you and products cannot be returned or exchanged at our physical store.
III. RETURNS
Product returns are carried out according to the following terms and in accordance with the provisions of applicable legislation.
i. Right of withdrawal.
Returns may be made within an exclusive period of fourteen (14) calendar days. Specifically, you have the right to withdraw without giving any reason from a distance contract or an off-premises contract within fourteen (14) calendar days from receipt of the product.
The products must be returned without undue delay and, in any case, within fourteen (14) calendar days from the day on which you properly informed us of your decision to withdraw from the contract.
You remain responsible for any reduction in the value of the products that may occur during the return process, as determined by the nature, characteristics, and functionality of the products.
ii. Refund from the supplier.
Our Company is obliged to refund the amount paid within fourteen (14) calendar days from the date of receipt of the product, provided that the terms of this policy are met.
iii. Product condition.
The product must be in excellent condition and must not have been used, worn, or washed.
iv. Accompanying items.
The product must be accompanied by all relevant tags, as well as the proof of purchase.
v. Return exceptions.
Returns are not accepted for products offered at a special discount (unless they are defective products).
In addition, the following are excluded from the right of withdrawal, among others:
- products manufactured according to consumer specifications (customized products),
- products subject to deterioration,
- sealed products that are not suitable for return for health/hygiene reasons and have been unsealed,
- products which, due to their nature, have become inseparably mixed with other goods/items.
vi. Refund method and payment method.
The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise, provided that no additional cost arises for us.
It is clarified that any initial shipping charges are not refundable.
If the purchase was made through interest-free installments, the refund of your amount will be carried out accordingly through the respective installments.
If payment of the price was made by credit or debit card, the refund process begins once the returned product has been delivered to us and its suitability has been checked. Upon completion of the process by us, we will send you a relevant confirmation email accompanied by the corresponding transaction receipt.
The refund may appear as a transaction reversal, cancellation of a payment order, or as a credit issued by us, depending on the payment provider.
In case of payment by cash on delivery, in order to receive your refund you must complete your bank account details on the return form. The cash-on-delivery fee is not refundable.
In case of payment via gift card, refunds are not possible. The return is made by issuing a new gift card.
In cases where an invoice has been issued, no refund is provided, as the right of withdrawal applies exclusively to consumers (natural persons acting outside of professional activity).
vii. Bank charges.
For refunds to accounts outside the four systemic banks (National Bank, Alpha Bank, Piraeus Bank, Eurobank), you may be charged the receiving bank’s fees. The fees of the paying bank are covered by our Company.
viii. Charges – Fees.
- Shipments outside the EU
For shipments outside the European Union, duties and taxes are not refundable. - Processing time
Returns received on Saturday are processed on the next working day. - Refund appearance time
The crediting of the amount may require several days to appear, depending on the card issuer, which is beyond our control.
ix. Responsibility for return shipment and transport risk.
You must keep the proof of shipment for documentation purposes. The return of the product and the related shipping cost are carried out at your responsibility, unless the matter is due to our fault.
The risk of loss or damage to the product until it is received by us is assumed by you. For this reason, the use of shipping services with tracking and/or insurance is recommended. In the case of a return due to a proven defect or lack of conformity, the risk and transport cost are borne by our Company.
x. Withdrawal declaration.
In order to exercise your right of withdrawal, you must complete the return form and submit a written declaration of withdrawal. The burden of proof lies with you. You may use the provided form or any written declaration.
xi. Defective products / Incorrect products.
Our Company is liable for actual defects and lack of agreed properties (Articles 534 et seq. of the Civil Code). In these cases:
the return costs are covered by us and the products are returned to our Company’s address,
prior communication and evaluation of the request is required.
A refund is not justified in the case of an insignificant defect.
The return of an incorrect product can only be made if it is in its original condition and with complete, authentic, and intact packaging.
Your refund will be made using the same method used for the purchase payment, within 14 days from the day we confirm via email that you are entitled to a refund or store credit or replacement of the defective or incorrect product.
xii. Partial non-conformity of products.
If only part of the products does not comply with the contract, the right to replacement or withdrawal is limited to those products, unless it is unreasonable to require the consumer to keep the remaining products.
IV. FREQUENTLY ASKED QUESTIONS – ANSWERS
A. Product Exchanges.
1. When can I make an exchange?
Within 14 days from receipt.
2. What are the basic requirements?
The product must be:
- in excellent condition,
- unused (not worn/washed),
- with tags & receipt
3. How is the exchange made?
You complete the exchange form and send the product back.
4. Who pays the shipping costs?
Exchange costs are covered by the customer.
5. Can I exchange it for another product/size?
Yes, but a new order is recommended to secure availability or for faster service, send an email or contact us by phone.
6. What happens if it is unavailable?
You may request a refund, store credit, or exchange for another product.
7. Are there exceptions?
Yes, for example:
- products on sale
- underwear (for hygiene reasons)
- products manufactured according to consumer specifications (customized products)
8. Can I make multiple exchanges?
No, repeated exchanges for the same order are not accepted.
B. Product Returns.
1. How do I return a product?
You complete the return form or inform us in writing that you wish to return the product.
You send the product back and keep the proof of shipment.
Once we receive it, its condition is checked.
If the requirements are met, we proceed
- either with a refund,
- or with a replacement,
- or with the issuance of store credit or gift card (depending on your choice).
You will receive an email once the process has been completed.
2. When will I receive my money back?
The refund begins once the return has been approved or once you have delivered the product to the courier.
The money is usually returned using the same payment method.
If you paid by card, it may take a few days to appear (depending on your bank).
3. What applies to cash on delivery?
If you paid by cash on delivery, we will request your account details so the refund can be made.
The cash-on-delivery fee is not refundable.
4. Who pays the return costs?
Usually, return costs are your responsibility.
If the product is defective, the costs are covered by us.
5. What happens if the product is lost or damaged during return?
Until we receive the product, responsibility for transportation belongs to the customer. For this reason, shipment with a method that provides proof of delivery (and, where possible, insurance) is recommended.
6. Are there products that cannot be returned?
Yes, for example:
- products on sale (unless defective),
- products that have been opened for hygiene reasons,
- products manufactured according to consumer specifications (customized products)
7. What applies to gift cards or invoices?
If you paid with a gift card, the return is made with a new gift card.
If an invoice has been issued, refunds do not apply (the right of withdrawal applies only to private consumers).