1. Choose the appropriate route
This policy distinguishes consumer change-of-mind withdrawal, faulty or incorrect goods, and business returns. Please contact info@e-dimitriou.gr or +30 24310 22496 with your order reference. A clear withdrawal statement does not require our prior approval or a return-authorisation number to be legally effective.
2. Consumer withdrawal period
If you buy as a consumer under a distance contract and no lawful exception applies, you may withdraw without giving a reason within 14 calendar days after you or a person designated by you, other than the carrier, receives the goods. For goods from one order delivered separately, the period runs from receipt of the last good; for goods delivered in multiple lots or pieces, from the last lot or piece.
The notice is timely if you send it before the period expires. Where the law extends a deadline falling on a non-working day, that extension applies. Failure to provide legally required withdrawal information can extend the withdrawal period; this policy does not restrict that protection.
3. How to tell us
Send an unequivocal statement that you wish to withdraw to info@e-dimitriou.gr or by post to [TO COMPLETE: full legal seller name], 5th km Trikala–Pyli Road, Trikala, 42100, Greece. You may use our Withdrawal Form, but it is not mandatory. Include sufficient information to identify your order. Keep evidence of sending your notice.
[TO COMPLETE BEFORE ONLINE SALES: insert the location/link of the tested online withdrawal function and explain its confirmation process. Do not state that a functioning online withdrawal tool exists until it has been implemented.]
4. Sending goods back
Unless we have offered to collect them, send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. Dispatch within that period meets the deadline. The return destination is [TO COMPLETE: confirmed recipient and returns address].
Pack goods securely, include the order reference and return the relevant supplied accessories. Original packaging is helpful where available, but it is not an absolute condition for statutory withdrawal. Contact us for routing assistance without waiting beyond the legal deadline.
5. Return costs
[TO COMPLETE: choose and publish the actual return-cost allocation before accepting orders.] Proposed standard arrangement: the consumer bears the direct cost of a change-of-mind return, provided this obligation was disclosed before the contract. If we failed to disclose it, or agreed to bear it, we pay it. For goods that cannot normally be returned by post, the estimated return cost must be provided before purchase: [TO COMPLETE: product-specific freight return estimate or disclosed estimation method and maximum estimate where appropriate].
We do not charge a flat “restocking fee” for exercising a statutory consumer withdrawal right. Faulty, damaged or incorrectly supplied goods are handled separately; do not use the change-of-mind cost rule to determine those costs.
6. Refunds following withdrawal
We reimburse payments received for the withdrawn contract, including the cost of the least expensive standard outbound delivery we offered, within 14 days after receiving your withdrawal notice. Any extra cost of a more expensive delivery option you chose need not be refunded. Unless we offered collection, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first.
We use the original payment method unless you expressly agree otherwise and incur no fee. Any refund calculation for a partial-order withdrawal will be explained and must comply with applicable law. Statutory refunds are not replaced with credit notes or vouchers without agreement.
7. Inspection and handling
You may inspect goods to establish their nature, characteristics and functioning, as reasonably permitted in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary for that purpose, subject to the legal conditions. This is an assessment of actual diminished value, not an automatic rejection because packaging was opened. Installation or use in production may exceed a reasonable inspection.
8. Limited exceptions
The withdrawal right may not apply to goods genuinely made to your specifications or clearly personalised. Where relevant, it may also be excluded for sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons once unsealed. Such exceptions must be assessed and disclosed for the particular item before purchase.
A “hygienic” industrial component is not automatically a hygiene-exempt consumer product. Neither being ordered from a supplier nor selecting a standard size automatically makes an item personalised. An exception from change-of-mind withdrawal does not remove rights for faulty or non-conforming goods.
9. Incorrect or faulty goods
Contact us with the order and product reference and describe the problem. Please avoid continued use if there may be a safety issue. The Warranty & Product Support page explains statutory remedies. Reasonable photographs can assist, but inability to provide a video or original packaging does not automatically defeat a valid claim. We arrange an appropriate remedy and necessary return logistics under the applicable rules.
10. Cancellation requests and business returns
Contact us promptly if you want to stop an order before dispatch. We will confirm its status. This practical request process does not restrict a consumer’s legal withdrawal right.
For genuine B2B purchases there is no general statutory consumer cooling-off entitlement. Any voluntary cancellation or return requires written agreement, including any conditions and charges. Business claims for non-conforming goods remain subject to the contract and applicable law.