Orders – Shipment – Delivery – Return Policy

The Customer registers on the platform through the Create Account feature or logs into an existing account to make an order.

The Customer submits their online order 24 hours a day via the special order form.

After sending the order, the Customer shall receive an overview of their order on the e-mail address that they provided, which is not binding on the Company at this stage.

Once the order has been processed and accepted by the Company, it is scheduled to be sent and delivered, which shall be determined by the volume of the orders and the available stock, and, after the payment has been confirmed, the Customer shall receive an informative e-mail with the shipping notification and the invoice (order confirmation), in which case only the order is binding for the Company and the Customer.

Upon registration, the Customer is responsible for the accuracy of their details, the place of delivery, the VAT number, and the way their professional status is certified.

If the Customer proceeds to changes during the order processing, the Company reserves the right to verify the information, and reassess the account for the re-confirmation of the order.

In any case, the Customer shall be notified of the order status immediately.

The Company is not responsible for any delay that may occur, and is due to the courier Company.

For any information about the order, the Customer can contact via live chat, what's app line, e-mail or the Company's call center for their immediate service.

The order can only be cancelled before the shipping confirmation email is sent.

However, if the Customer receives their order, they have the right to return the product within 14 days after contacting the Company via e-mail or by telephone to receive return instructions.

ORDER – SUBMISSION AND ACCEPTANCE

The order is submitted through the selection of each product, which is then placed in the shopping cart. Prior to the order checkout through the relevant page on the platform, the Customer is informed about the products that have been selected, and then chooses to check a relevant box with the indication: “I have read and accept the terms of the Online Order.”

The Customer shall be asked to confirm that they have taken note of:

the main characteristics of the products ordered, as described in the pages of the online store. The Customer must check each relevant characteristic prior to the order submission, so that they have no doubt about the characteristics and properties of the ordered products.

The Company is not responsible if the Customer was not adequately informed about the product description, the total price of the ordered products, and all additional shipping, delivery and any other expenses related to the order and borne by them. When these charges cannot reasonably be calculated in advance, the Customer is notified of additional charges that may be required in the order form, and they must take note of them prior to making the order. Upon the order checkout, the Customer confirms that they are aware of and agree to any additional charge.

Submitting an order to the Company is a proposal for the purchase of the ordered goods and a statement of acceptance of all charges described in the order.

CONFIRMATION OF ONLINE ORDER

The order is final for the Company when the confirmation of the order acceptance is sent to the Customer at the email address indicated, as described below, and the payment of the final amount has been made.

The Company registers the order once the Customer receives an update of the order status with the indication “Order Confirmation.” The above e-mail shall explicitly confirm the content of the order, the total price, and the estimated time of delivery, as it had already been notified to the Customer prior to the order submission and the payment. The order is considered binding, and the sale has been made while creating claims of the parties only after the customers makes a full payment.

During the processing of each registered order, the stock availability of the ordered products is confirmed. In case the availability or delivery time differs from the one indicated on the page, the Customer shall be notified. When the order status is updated, the Customer shall be notified via the contact email address indicated when made the order. The order status is constantly updated, especially when changes occur during the order management. The Company bears no responsibility for any change that may occur during the order management.

The Customer can also be informed about the progress of the order either by phone or via email or by logging in to their e-account by entering their personal details in the username and password fields at the Company's link, and by selecting “My Orders.”

ORDER DELIVERY

If the Customer chooses to pay by credit card, they must present their identity document upon delivery of the product by the Company's partner carrier.

Delivery to the place specified by the Customer: the product is delivered to an external partner – courier Company, and the Customer is notified electronically that the product is ready for dispatch. Shipping costs are calculated based on Customer's order. If the Customer makes any error in registration, the consequent incorrect calculation of shipping costs is not borne by the Company but by the Customer.

To receive the ordered products, the Customer shall present to the external partner-carrier the order confirmation (order code), the notification for the dispatch, and an official identity document (such as ID card or passport).

If the Customer wishes to authorize a third party to receive the ordered products, then the third party must present a special authorization document to receive this order as well as an official identity document (identity card, passport, etc.). Since after having received the products, the risk passes to the Customer. The latter must check the products upon delivery since, with their signature upon delivery, they confirm that they received the ordered products properly.

Shipments are sent with DHL Express or with a courier Company chosen by the Company from time to time to all countries both within and beyond the EU. Please, note that we do not ship to Greece.

The Customer shall be automatically notified of the shipping costs (based on the weight of the products, the package volume, and the country of destination), delivery time, and the cost of products prior to the finalization of the order in the shopping cart. If the Customer agrees, they proceed to the order checkout.

RETURN POLICY

In case of cancellation of the order within the maximum period of 14 days due to a manufacturing defect or accidental sending of the wrong product, the Company shall proceed immediately to replacement or refund.

Shipping costs shall be charged to the Customer, and are non-refundable.

The refund shall be credited either to the card used for making the order or to the bank account used for the payment, that is, the method of refund shall be the same as the method of payment of the order, and any bank charge shall be borne by the Customer.

The refund period can take up to 29 business days for the amount to be transferred to the Customer's account due to payment processing times.

Returned products, that is, both the products themselves and their package, should be in the same condition as delivered, without being opened, damaged or used.

If the Customer makes an order, and refuses to receive it either by the courier Company or by post or by customs, then they are not entitled to a refund.

For orders of products that are prohibited from entering the country of destination for any reason, then the Customer is charged only the costs of delivery and return, and their cost shall be deducted from the amount to be returned when the Company receives the products at its headquarters.

Any product defect should be recorded within the maximum period of 48 hours upon delivery, and the Company may, where deemed necessary, reduce the price or replace the product or make a refund without compensating any transport costs, taxes, duties incurred, and may determine how the products shall be transferred to its headquarters.

The return of the product should be accompanied by a copy of the invoice and the reason for the return.

If the Company is notified of a product recall, then it shall inform and provide the Customer with the relevant instructions for the return of the product that has been recalled.

NOTICE

In case of return for the reasons mentioned, the Customer should contact a representative of the Company's Customer service for the approval of refund or replacement of the product to be sent a return form that should be filled and sent to the Company without delay.

The maximum liability of the Company for the return to the Customer for all the aforementioned reasons shall not exceed the purchase amount, and the right of return expires if the package is opened or the product is altered or damaged by the Customer or persons not authorized by the Company.

A refund can only be made after the product has been received at the Company's headquarters.

If paid and shipped, wholesale orders of large quantities ordered specially by a specific Customer are non-refundable.

The Company reserves the right to reject product returns that do not comply with the terms of the refund policy mentioned in this regard.

IMPORT DUTIES AND TAXES

Prices mentioned on the Company's e-commerce platform do not include taxes and duties of the country of destination.

Import, customs and local taxes are borne exclusively by the Customer who should contact the local customs authorities for the payment and processing before receiving the order.

The Company is not responsible for any delay or confiscation of products related to the local tax or customs authorities of the country of destination.