Refund and product policy

If you wish to return a product you received because it is defective, wrong or if you simply changed your mind, you can contact the HellenicStore team at no extra charge.

After informing you, the HellenicStore team will process your request and send you an e-mail with all the necessary information to complete the process.

Withdrawal

You have the right to return the products you purchased through the HellenicStore cart within 14 days from the date of receipt. If the order has been made by a natural person (without requesting an invoice), you can exercise the right of withdrawal within 14 days of delivery of the product by requesting a refund. The process is simple and immediate. HellenicStore covers the return and reshipping costs of the order for the first 5 times per year and up to 2 times per order. For each additional return, it will be charged for the return and reshipment of the products.

Please note that the right of withdrawal according to Article 4 § 10 n. Regulation (EC) No 2251/1994 does not apply to all product categories. Please read in detail all exceptions in the “Return restrictions” section.

Delivery of wrong or incomplete product

In case the product we sent you is different from the one you ordered, or if a part or component is missing, you can return it.

Products damaged during transport

In case of receipt of a damaged product during transport, you can refuse to receive it to the transport company and contact us through the contact page to immediately compensate or send a new product.

Defective product+

If a product you purchased is defective, you have the right to return it in accordance with Articles 534 et seq. of the Civil Code.

In order for us to process the return request as quickly as possible, it is advisable to photograph the product you want to return. Make sure photos you email to [email protected] clearly illustrate the defect, if it’s visible. Describe the problem so that the HellenicStore team has a complete picture of the fault. We will process your request and send you an e-mail about its progress and all the necessary information to complete the process.

If a product you purchased belongs to a category where returns are not allowed for hygiene reasons and is defective, contact us through the contact page to guide you through the steps you need to follow.

Legal Guarantee

The legal guarantee concerns the liability of the seller if the product, upon delivery to the consumer, is defective or does not correspond to the characteristics described by the seller. The duration of the legal guarantee for new and used products is two (2) years, under the conditions of the law.

The legal guarantee applies regardless of whether or not it is stated by the seller.

Commercial Warranty

Some products are accompanied by a commercial guarantee offered optionally by the seller or manufacturer and concerns product repair, replacement or refund, according to the conditions set by the manufacturer and at “Service Centers” approved by him. The commercial warranty provides additional coverage beyond the statutory warranty.

For information on the commercial warranty of the product purchased through Hellenic Store, you can refer to the product packaging, visit the manufacturer’s website or contact us through the contact page to guide you further.

Refund & Replacement

For refunds due to withdrawal, the refund or replacement process begins immediately with the delivery of the parcel to be returned to the transport company. Returns for defective products go through a technical inspection process before proceeding to compensation, to confirm the reason for the return and to determine that the damage results from a manufacturing error and not due to mishandling. Please note that some products need to be checked by a qualified technician at an authorized service and may take longer to approve a refund or replacement.

Once the process is complete, we will proceed to whatever you selected in the contact form.

If you wish a refund and the payment of your order was made by credit or debit card, we will refund the amount you paid to the credit or debit card you used. Funds are released by us immediately, but there may be delays of up to 10 business days due to banking procedures. The refund to your account may appear either as a reversal, cancellation of the payment order of your order, or as a deposit from HellenicStore.

In case of payment of your order using a HellenicStore Gift Card, we will issue a new Gift Card equal in value to the amount of the product returned and send it to the e-mail address you stated during your order. In case you used multiple payment methods (e.g. credit card and HellenicStore Gift Card), we will refund the amount you paid by credit card and issue a new Gift Card for the remaining amount.

If your order has been paid in installments, the amount will be credited to your card in installments similar to those of the purchase. Please note that, according to applicable law, you may not be refunded the full amount if you have used the product beyond what is necessary to determine its nature, characteristics and function. In case of cash on delivery, you must provide us with your bank account details: IBAN, bank name, beneficiary name (which must be identical to that of the recipient of the order) and a receipt (e.g. photo from the passbook page or web banking). If you do not have a bank account in your name, you will need to upload to the return form a solemn declaration certified by KEP, that you wish to deposit the money in a third party account. Please note that the cost of cash on delivery, which is 2,50€ per shipment, is non-refundable.

If you have chosen a replacement, we will ship a new product to your place at our expense.

In case the product comes with a commercial warranty, you can choose repair. If you choose it in the contact form, we will inform you by email about the process.

For returns due to receipt of the wrong products, we will either replace the wrong product with the correct one or refund the price of the purchase.

Return restrictions

Time limit for returning products

In case of withdrawal or receipt of the wrong product, the return request must be registered within 14 days of receipt of the product. After this period, the refund will not be accepted.

Products that have shown some damage, can be returned within the time period defined by their legal or commercial guarantee. More details can be found in the section Defective product.

Purchase document

In order to be able to return a defective product, you must have the purchase document.

If you have received an invoice, you will need to issue a consignment note and include it in the package. The store will send you the credit note after receiving the products.

Exceptions to the right of withdrawal

The right of withdrawal in accordance with Article 4 § 10 n. Regulation (EC) No 2251/1994 shall not apply to:

• In products that can deteriorate (e.g. baby food).
• Products that are not suitable for return for hygiene reasons (eg underwear).
• Sealed products that are not suitable for return for health or hygiene reasons and have been unsealed after delivery (e.g. headphones, razors, personal care products).
• In sealed products that can be damaged and have been unsealed after delivery (eg drinks, coffees).
• Sealed audio or video recordings or software unsealed after delivery (e.g. computer games).
• On products that have been used or personalized after receipt (e.g. RAM, hard drives).
• Products made to order according to consumer specifications (e.g. mug with photo, key ring with dedication).

You can identify products belonging to these categories by the relevant indication “Restrictions apply to returns” that will appear when you add the product to your cart or when submitting a return request.

Preparation instructions & conditions for accepting the return

In order for your return to be accepted, you must:

The product must be well packaged in a sturdy box. Prefer the original packaging, if you do not have it, choose a package that will protect the product from damage during transport. If the product is already in a box (e.g. mobile phone, shoes), add a wrapper or bag so that the shipping voucher is not placed on the original box.

In case of return of a defective product, the parcel must include the retail receipt or the dispatch-return note if the purchase was made with an invoice.

In case of withdrawal or return of an unused product, in addition:

The product must be in its original condition, with all accessories and forms that accompany it.

Its packaging must be authentic and in excellent condition. We do not accept returns of products with damaged, incomplete or obvious signs of wear packaging.