RETURN TERMS
I. Refund

1. Refund right

The USER (natural person/consumer) who has proceeded to an online purchase of the COMPANY’s product through the online shop has, applying the relevant legislation, the right to cancel the order and return the product(s) bought for personal use only, according to the process described in this chapter (I), with the exception of products defined in the relevant legislation (e.g. service contracts after the service has been fully performed, or if execution of the service was initiated upon prior written consent of the consumer, supply of goods manufactured based on consumer-defined characteristics or custom-made goods, supply of goods which are liable to deteriorate etc.).

2. Time frame to exercise the right of refund

The USER has the right to cancel the order without communicating the reason within 14 calendar days since the day he/she or the third person indicated by the USER took the physical possession of the product(s).

3. Ways to exercise the right

The USER can proceed to the aforementioned cancellation after he/she has informed the COMPANY within the above time frame, either by using the cancellation template titled “Return Request”, which can be saved or printed clicking here (RETURN, CANCELLATION AND EXCHANGE FORM), or by clearly communicating the clear intention to cancel the order in any other way. In case the Return Form is sent electronically, the USER will immediately receive confirmation of receipt of this request.

4. USER responsibility

The USER is responsible for any depreciation in value of the product(s), which results from handling the product in a way that is not necessary in order to determine the nature, characteristics and functionality of the goods, and subsequently prevent reselling the product).

5. USER obligations

a. The USER has an obligation to return the goods/services without undue delay and within 14 calendar days since the day he/she communicated to the COMPANY his/her intention to cancel the contract according to the above. The aforementioned time frame is valid provided the USER returns the product(s) within 14 calendar days.

b. The products must be returned by the USER in the condition they were received, including the packaging. For the refund to be accepted, all special markings (labels) should be intact, while the purchase order should also be returned.

c. In case the refund is to be deposited on the USER’s bank account, the USER must indicate the bank account number to be credited in the Return form.

6. COMPANY obligations

a. The COMPANY will refund all expenditure received by the USER without undue delay and within 14 calendar days since the day the USER communicated to the COMPANY his/her intention to cancel the contract. The reimbursement of money will be performed by the COMPANY using the same payment method selected by the USER upon the initial transaction.

b. The COMPANY can withhold the reimbursement of the value of the products until the items are returned or until the USER provides evidence that the items have been sent back, whichever happens first.

c. In case the payment method selected by the USER was the cash-on-delivery, the refund will be performed via bank transfer to the USER’s account.

d. In case the returned product shows any damage, the Customer Support department will contact the USER.

7. Return cost and method

The USER is responsible to cover the shipping costs for the returned products using an express parcel operator of his/her own choice. In case products are returned from non European Union countries there is a chance that duties might apply.

8. Exceptions to refund right

It is expressly agreed that the USER does not have the right to cancel the contract in case the product bought no longer bears the necessary protective covers and labels, as well as in case the form/composition of the product has been substantially altered. Furthermore, the refund does not apply on products indicated in the relevant legislation (see above).

9. Return due to incorrect product

In case the product sent is not the one ordered by the USER, this can be returned within 10 business days since the day it was delivered to the USER, without additional shipping costs. In this case, the product can be returned only if it is in its initial condition and with the whole original packaging intact.

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II. Change (replace product) request

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1. It is expressly agreed that the COMPANY will accept exchange requests only referring to size and/or color of the product, always without the prejudice of stock availability, within a period of 14 days since the product was received.

a. In this case, the USER has to fill in and send the request to exchange the product via email at emmanuellesilk@gmail.com, using the RETURN, CANCELLATION AND EXCHANGE FORM, indicating the product codes to be exchanged, as well as the colour, size and/or other characteristic he/she wishes to receive. The USER will receive an email communicating if the request has been accepted within 48 hours. In this case, the USER is responsible to cover the shipping costs of the returned products, which are sent along the payment receipt, while the COMPANY will resend the new product to the USER covering the shipping costs via the cooperating express parcel operator.

b. The COMPANY provides the USER the right to proceed to the exchange of the products bought via the online shop for sizing and/or color reasons, not only via the online shop, but also at the physical shop of the COMPANY in Komotini, provided the respective product code is available at the physical shop. In any case, the USER should present the receipt at the shop. In this case, the COMPANY suggests that the USER contacts the COMPANY and the respective shop in order to confirm availability of the products before visiting the shop for the exchange.

2. The products must be returned by the USER in the condition they were received, including the packaging. For the exchange to be accepted, all special markings (labels) should be intact, while the purchase order should also be returned.

3. Exceptions: It is expressly agreed that the USER does not have the right to cancel the contract in case the product bought no longer bears the necessary protective covers and labels, as well as in case the form/composition of the product has been substantially altered.

4. It is expressly agreed that the USER who wishes to exchange the products bought via the website with another product(s) for reasons other than the size and/or colour, always without the prejudice of stock availability, has to follow the cancellation process (as described above), return the product according to the provisions of the respective section (USER obligations) and proceed to a new order.

III. Exchange due to faulty product or due to lack of indicated characteristics of the product
1. It is expressly agreed that the USER has the right to  request a product exchange or refund of the amount, according to the relevant sales provisions of articles 534 of the Civil Code, according to the relevant provisions referring to faulty products or lack of indicated characteristics, provided this is also confirmed by the COMPANY after examination of the returned product. In this case, the shipping cost of the return, which will be processed through the express parcel operator collaborating with the COMPANY, will be chargeable to the COMPANY.

2. In the case of exchanging faulty products, the products must be returned by the USER in the condition they were received, including the packaging. For the exchange to be accepted, all special markings (labels) should be intact, while the purchase order should also be returned.