Returns Policy

Withdrawal & Product Returns

If you wish to return something you bought from www.todoraki.gr, you can fill out the return form online through this link, or you can complete the return form which you received in the package and send it to us at [email protected].
When you complete and submit the return form, our customer service team will process your request and send you an e-mail with all the necessary information to complete the process. The product should be returned to us, checked and then replaced or given a full refund.

Withdrawal

You have the right to return the products you buy online within 14 days from the date of receipt. If the order has been placed by a natural person (without requesting the issuance of an invoice), then you are entitled to exercise the right of withdrawal within 14 calendar days from the delivery of the product, requesting a refund. The process is extremely simple and straightforward. The buyer assumes all costs of returning and reshipping the order in case a replacement is needed.
He noted that the right of withdrawal from Article 4 § 10 of Law 2251/1994 does not apply to all categories of products. Please read all exclusions in detail in the “Refund Limitations” section.

Delivery of incorrect or incomplete product

In the event that the product we sent you is different from what you ordered, or if any part or component is missing, you can return it by selecting “Received wrong product” on the return form.

Products damaged in transit

In case of receiving a product damaged during transport, you can refuse to receive it at the transport company and contact us so that we can immediately proceed with compensation or send a new product.
If you found it when opening the package, you can choose “Defective product” on the return form, attach the photos of the damage and fill in the comments “Damaged”, so we can refund your money back or replace the product.

Products with a short expiration date

If you have received a product (cosmetics, food, over-the-counter medicines) that has a short or past expiration date, you can return it to us by selecting “The product expires soon” in the return form and fill in the comments “Short expiration date” or something similar, to refund your money or replace the product.

Defective product

In the event that a product you purchased has a defect, you have the right to return it in accordance with articles 534 et seq. of the Civil Code.
In order to process the return request as quickly as possible, it would be good to take a photo of the product you want to return. Make sure the photos you send us clearly show the defect, if it is visible. Describe the problem so that our team and the store have a complete picture of the problem. 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 that does not allow returns for health protection reasons and is defective, please contact us, so we can help you with the steps you should follow.

Legal Warranty

The legal guarantee consists of the seller’s responsibility if the product, when delivered to the consumer, is defective or does not meet its characteristics, as described by the seller. The duration of the legal warranty for new and used products is two (2) years under the conditions of the law.
Because the legal guarantee derives directly from the law, it exists in every case, whether it is mentioned or not by the respective seller.

Commercial Warranty

Some products are accompanied by a Commercial Warranty which is optionally offered by the seller or manufacturer, and concerns product repair, replacement or refund, according to the conditions set by the manufacturer and at approved by him “Repair Centers” (service centers). The Commercial Warranty comes to cover you in addition to the rights you have from the legal warranty.
For information about the commercial warranty of the product you purchased, you can refer to the product packaging. You can also visit the manufacturer’s website or contact us to guide you further.

Refund & Replacement

For returns due to cancellation, the refund or replacement process begins immediately upon delivery of the return package to the shipping company. Returns involving defective products go through the technical inspection process before we proceed with a refund, to confirm the reason for the return and to establish that the damage is due to a manufacturing error and not due to mishandling. Note that some products will need to be checked by a specialist technician at an authorized service center and it may take longer for a refund or replacement to be approved.
Once the process is complete, we’ll move on to whatever you selected on the return form.
If you chose a refund and your order was paid for by credit or debit card, we will refund the amount you paid for that purchase to the credit or debit card you used for that order. Your funds are released by us immediately, but there may be further delays of up to 10 working days for the banks to clear the amount. The return of the money to your account can appear either as a debit, cancellation of the payment order of your order, or as a deposit from our company.
In case of payment of your order using a Gift Card, we will issue a new Gift Card of equal value to the monetary value of the returned product and send it to the electronic address (e-mail) you stated during your order. In the event that you used multiple payment methods to pay for your order, i.e. you used a credit or debit card and a gift card, we will refund the amount you have paid for the specific purchase for the part of the transaction that was paid for using a credit or debit card and if there is a balance, we will issue a new gift card of equal value to the remaining monetary value and send it to the electronic address (e-mail) you stated during your order.
If replacement has been selected, we will ship a new product to your location at your own cost.
As long as the commercial guarantee provides it, for some categories of products it is possible to choose the repair. If you choose it in the return form, we will inform you by email about the process.
For returns due to receiving the wrong products, we will choose either to replace the wrong product with the correct one or to refund you the price of your purchase.

Limitations on returns

Time frame for returning products

In case of withdrawal or receipt of the wrong product, the return request must be registered within 14 days from the date of receipt of the product. After this period, the return cannot be accepted.
Products that have shown some damage can be returned within the time period defined by their legal or commercial warranty. You will find more details about guarantees in the section “Defective product”

Proof of purchase

To be able to return a defective product you must have the proof of purchase. (Invoice or Receipt)
If you have received an invoice, you should issue a delivery note and include it in the package. The store will send you the credit invoice after receiving the products.

Exceptions to the right of withdrawal

The right of withdrawal from Article 4 § 10 of Law 2251/1994 does not apply:
1. In product categories concerning:
o Supply of perishable goods (eg cosmetics, creams).
o Supply of goods that are not suitable for return for hygiene reasons (e.g. underwear, earrings)
o Supply of sealed goods which are not suitable for return, for health protection or hygiene reasons and which have been unsealed after delivery (e.g. headphones, personal care products)
o Supply of perishable sealed goods that have been unsealed after delivery (e.g. drinks, coffees)
o Supply of sealed audio recordings or sealed video recordings or sealed computer software, unsealed after delivery (e.g. electronic games)
o Products that have been used or customized after receipt (eg Hard Drives)
o Products that have been made to order, according to specifications set by the consumer (custom Products)
You will be able to identify which products belong to these categories by the relevant indication “Return restrictions apply” that appears in the description of each product.
2. Products that have been purchased with an invoice (1st paragraph 1 of Law 2251/1994 on consumer protection).
Preparation instructions & conditions for accepting the return

In order to accept your return, we must:

• The product must be well packed in a durable box. Prefer the original packaging, if you don’t have it, choose a packaging that will protect the product from any damage during transport. If the product is already in a box, for example headphones or a pair of shoes, then add a wrapper or bag so that the shipping voucher is not placed on top of the original box.
• In the case of a defective product return, the package must include the retail receipt or the return shipping slip if the purchase was made with an invoice.

We will not accept products without their original retail box.

In case of withdrawal or return of an unused product, you should also take care of:

• The product must be in its original condition, with all the accessories and forms that accompany it. In particular, the clothes and shoes to be returned must be in their original condition and the special markings (e.g. protectors, tags, labels) must not have been removed.
• Its packaging must be original and in excellent condition. We cannot accept returns on products with damaged, incomplete or visibly worn packaging.