Skroutz.gr

1.1. This Policy describes the general terms and conditions under which the Company grants the User the right to exercise the right of withdrawal and/or the return of a defective product, within the framework of an Order placed by the User through the Platform, using the Skroutz Marketplace Service.

1.2. The definitions set out in the Preamble of the general terms of use of the Skroutz Marketplace Service shall have the meaning attributed to them therein, unless otherwise specified in these terms of use.

2.1. Right of Withdrawal: The User retains the right to exercise the right of withdrawal and return the Product ordered, without providing justification, through the Skroutz Marketplace Service of the Platform, within an exclusive period of fourteen (14) days from the date of receipt of the Product by the User or by a third party authorized by the User. The User must submit the return request due to withdrawal through their account on the Company, under the relevant Order that includes the Product to be returned, in accordance with the terms set out in this Policy. More information regarding the submission of a return request is available here. Upon completion of the return form by the User, the Company will process the request and send the User an email with all necessary information for completing the return process. In the event of exercising the right of withdrawal, the User is obliged to send the Product to the Merchant Seller without undue delay and, in any case, no later than fourteen (14) calendar days from the date the return request is submitted via the courier company appointed by the Company.

2.2. Exceptions to the Right of Withdrawal: The right of withdrawal under Article 4 §10 of Law 2251/1994 does not apply to all categories of Products. In particular, the right of withdrawal under Article 4 §10 of Law 2251/1994 does not apply, indicatively and not restrictively, in the following cases:

(a) Product categories concerning:

• Supply of goods which are liable to deteriorate or expire (e.g. baby food).
• Supply of goods which are not suitable for return for health or hygiene reasons (e.g. underwear).
• Supply of sealed goods which are not suitable for return for health or hygiene reasons and which have been unsealed after delivery (e.g. headphones, razors, personal care products).
• Supply of sealed goods which are liable to deteriorate and have been unsealed after delivery (e.g. beverages, coffee).
• Supply of sealed audio or video recordings or sealed computer software which were unsealed after delivery (e.g. video games).
• Products that have been used or customized after receipt (e.g. RAM modules, hard drives).
• Products manufactured to order according to consumer specifications or clearly personalized (e.g. a mug with a selected photo, a keychain with a personalized dedication).
• Products which have been inseparably mixed with other items after delivery.

(b) Orders for which a sales invoice has been issued (Article 1a par. 1 of Law 2251/1994).

(c) Products that have been used and are not in their original condition, or do not include all accessories and accompanying documentation. Apparel and footwear must be in original condition with all tags and protective markings intact (e.g. protective elements, tags, labels).

(d) Products that have suffered damage or have been assembled or installed (e.g. air conditioners, built-in kitchens).

(e) Assembly or installation services provided at the time of placing the Product Order.

If the above conditions are not met, the Merchant Seller reserves the right not to accept the return. In such a case, the Product will be returned to the User, who will also bear the cost of re-shipping.

2.3. Special Terms for Discounted Products: If an Order includes more than one unit of the same Product or Products offered under a single discount or promotion, withdrawal and return must be exercised in respect of all such units. Partial withdrawal or partial refund is expressly excluded. Furthermore, in the case of withdrawal for apparel or footwear purchased at a discounted price (e.g. due to sizing issues), the Company bears no responsibility if, at the time of withdrawal is exercised or completion of the return is completed, the same Product is no longer available at the same or any discount.

3.1. Incorrect or incomplete product

3.1.1. If the Product delivered differs from the Product ordered, does not correspond to its description on the Platform, is missing parts or accessories, or is otherwise incomplete, the User has the right to return it. In such case the Company will refund the price paid, according to clause 6 provided the Product has been returned to the Merchant Seller. Additionally, if Products such as cosmetics, food, or para-pharmaceuticals are delivered with a short or expired expiration date, the User shall be entitled to return them and request either a refund or a replacement, unless replacement is impossible due to lack of availability or would entail disproportionate costs. Further information on how to submit a return request is available here. The Company shall bear no liability if the Merchant Seller does not satisfy the User's request for replacement.

3.1.2. In the event that an incorrect Product is delivered, the User must submit the return request within five (5) business days of receipt. Return requests submitted after this period shall not be accepted.

3.2. Products damaged during transport

3.2.1. If a Product received is damaged during transport, the User may refuse delivery and contact the Company as soon as possible, via the relevant contact page, in order to receive a refund or a replacement Product. If the damage is discovered upon opening the package, the User may submit a return request, attaching photographs of the damage, for a refund or replacement, unless replacement is impossible or would entail disproportionate costs. Further information regarding the submission of a return request is available here. Under no circumstances shall the Company be liable where replacement of the Product is not possible.

3.2.2. If a Product is damaged during transport, the return request must be submitted within an exclusive period of five (5) business days from receipt. After this deadline, the return will not be accepted.

3.3. Other cases of defective products

3.3.1. In the event that the Product exhibits defects other than those referred to in Sections 3.1 and 3.2 above, the User, provided that the conditions of the Product's statutory warranty are met, shall be required to submit, via their account with the Company and under the relevant Order that includes the Product, a defect declaration for the purpose of conducting a technical inspection. The User must submit a request by completing the return form, uploading photographs of the Product clearly showing the defect, where visible, and providing a description of the issue, so that the Company and the Merchant Seller can obtain a complete understanding of the damage. Further information on how to submit a return request is available here.

3.3.2. The Company shall process the request and notify the User of its progress by e-mail, as well as provide all information necessary providing all information necessary to complete the procedure, as set out below:

(a) Where a period of one (1) year has not elapsed since the delivery of the Product to the User, a technical inspection shall be conducted within a reasonable period of time, under the responsibility of the Merchant Seller, in order to determine whether the malfunction reported by the User is attributable to a manufacturing defect or or to misuse by the User. For the purpose of faster and more efficient service, the Merchant Seller reserves the right to request, at its own initiative and at no cost to the User, that the technical inspection be carried out at authorized and approved service centers of the manufacturer. If the findings of the technical inspection establish that the defect is due to a manufacturing fault and can be remedied, the Product shall be repaired at the care and expense of the Merchant Seller and returned to the User in repaired condition. Where the defect cannot be remedied, the Product shall either be replaced—unless replacement is impossible due to lack of availability or would entail disproportionate costs for the Merchant Seller—or the price paid shall be refunded to the User. If a period of thirty (30) days has not elapsed since delivery of the returned Product to the User, the User retains the right to refuse repair or replacement and request a refund of the price paid. Under no circumstances shall the Company be liable where replacement of the Product is not possible or would entail disproportionate costs for the Company and the Merchant Seller. If the findings of the technical inspection establish that the defect is attributable to misuse by the User, neither the Company nor the Merchant Seller shall be liable for remedying the defect.

(b) Where a period of one (1) year has elapsed since the delivery of the Product to the User but a period of two (2) years has not yet elapsed , the User shall, at his/her own initiative and expense, arrange for a technical inspection in order to determine whether the reported defect of the Product is attributable to a manufacturing defect or to misuse by the User. The findings of such technical inspection shall be communicated by the User to the Company and to the Merchant Seller. If the findings of the User-initiated technical inspection establish that the defect is due to a manufacturing fault and can be remedied, and provided that this is also confirmed by the technical inspection conducted by the Merchant Seller, the Product shall be repaired at the care and expense of the Merchant Seller and returned to the User in repaired condition. Where the defect cannot be remedied, the Product shall either be replaced—unless replacement is impossible due to lack of availability of the Product on the part of the Merchant Seller or would entail disproportionate costs—or the price paid shall be refunded to the User. Under no circumstances shall the Company be liable in the event that replacement of the Product proves to be impossible.

(c) Where a period of two (2) years has passed since delivery of the Product to the User, the Company shall under no circumstances process any request by the User for the return of the Product.

3.4. Commercial Warranty Where the Product is accompanied by a commercial warranty optionally offered by the Merchant Seller or the manufacturer, covering repair, replacement or refund of the Product in accordance with the terms set by the manufacturer and through manufacturer-authorized service centers, the User shall, at their own initiative, contact the manufacturer or the Merchant Seller who sold the Product through the Platform, as the Company shall not process any request for a technical inspection of a Product delivered to the User after a period of two (2) years has elapsed since such delivery. For information regarding the Product's commercial warranty, the User may refer to the Product packaging or visit the website of the manufacturer or the Merchant Seller.

3.5. Special provisions: If a Product falls within a category for which returns are not permitted for health protection reasons and is defective, the User shall contact the Company via the contact page in order to be informed of the steps to be followed.

4.1. The User may choose one of the following return methods, subject to prior coordination with the Company:

(a) Return via Skroutz Locker: The User may return the Product via Skroutz Locker, provided that this option is available for the Product being returned and that the technical and operational requirements of the service are met.

(b) Collection from the User's premises or delivery to a cooperating courier company: Alternatively, the User may choose for the Product to be collected from their premises or to deliver it to a branch of a courier company cooperating with the Company, following prior coordination with the Company for the determination of the return method, timing, and any other relevant details.

4.2. In the event that the User returns a Product without complying with the procedure set out in this Policy, such return shall be made exclusively at the User's own risk, as the Company bears no liability for any loss, delay, or damage to the returned Product and does not cover the related shipping costs, which shall be borne exclusively by the User. In any event, the return of a Product shall not be accepted by the Merchant Seller where the User has returned the Product outside the system, via a courier company of their own choosing, selecting shipment with charges payable by the recipient.

5.1. Return shipping costs in the event of withdrawal: Without prejudice to the specific provisions applicable to Products in the "Cargo" category, in the event of withdrawal the Company shall bear all return shipping costs for the first two (2) Product returns made by the User per calendar year. For any additional return carried out by the User within the same calendar year in the context of withdrawal, the Company reserves the right to charge the User the return shipping costs, as specified below:

(a) Where the User chooses to return the Product by placing it in an automated parcel locker ("Skroutz Point") of his/her choice, the User shall be charged an amount of EUR 2.50 per shipment.

(b) Where the User chooses to return the Product either via collection from their premises or by delivery to any branch of a courier company cooperating with the Company, the User shall be charged an amount of EUR 5.00 per shipment.

5.2. Return shipping costs for Products falling under the "Cargo" category: Where the User wishes to exercise the right of withdrawal for a Product falling under the "Cargo" product category—namely Products for which the calculated shipping weight is equal to or greater than thirty kilograms (≥30 kg) and/or for which any dimension (length, width, or height) of the shipment exceeds one hundred and fifty (150) centimeters—the User shall bear all return shipping costs from the first return, regardless of the number of return requests submitted per year. Return shipping costs for Products falling under the "Cargo" category are calculated based on the weight and distance of the shipment and amount to a minimum of EUR 30.00. Where the shipping costs of the original delivery paid by the User, or which would have been payable had no promotional offer applied, exceed this amount, the higher corresponding amount shall apply as the return shipping cost. The exact amount charged is displayed electronically at the time the return request is submitted through the User's account under the relevant Order including the Product to be returned. Payment of the return shipping costs by the User constitutes a prerequisite for the completion of the Product return request process.

5.3. Shipping costs in the case of a defective Product: In the event of return of a defective Product (as specifically provided above), whether due to delivery of an incorrect or incomplete Product, delivery of a Product damaged during transport, or any other case of defect or non-conformity, the costs for transporting the Product and any subsequent re-shipment thereof in the event of repair or replacement shall be borne exclusively by the Company.

6.1. Refund in the event of exercising the right of withdrawal: In the event the User exercises the right of withdrawal, the price paid (including the shipping costs paid at the time of placing the Order) shall be refunded within fourteen (14) calendar days from the date on which the returned Product is received by the Merchant Seller, provided that the Product does not fall within the exceptions set out in clause 2.2 hereof. In accordance with the applicable consumer protection legislation, and in particular Article 3(ib) of Law 2251/1994, the Company reserves the right to reduce the refund amount or or to withhold part of the purchase price where such reduction results from handling of the Product beyond what is necessary to establish its nature, characteristics, and proper functioning of the Product.

6.2. Refund in the case of a defective Product: In the event of return of a defective Product, and subject to confirmation of the defect following a technical inspection, the Company shall proceed with a refund of the purchase price only where repair or replacement of the Product is not possible, in accordance with Clause 3. The refund shall be made within fourteen (14) days from the date of completion of the relevant inspection, using the same payment method as that used for the original purchase, unless the User has expressly agreed to an alternative method of refund.

6.3. Refund method and other related costs: Refunds shall be processed using the same payment method used for the original transaction. More specifically:

(a) Where the Order was paid by credit or debit card, the amount paid by the User shall be refunded to the same credit or debit card used for the payment of the Order,

(b) Where the Order was paid using a Skroutz Gift Card, the Company shall issue a new Skroutz Gift Card of equal value to the monetary value of the returned Product and with the same validity period as the original Gift Card, and shall send it to the email address provided by the User when placing the Order,

(c) Where multiple payment methods were used for the Order, namely credit or debit card and Skroutz Gift Card, the refund shall be made proportionally: the amount corresponding to the card payment shall be refunded to the card, and any remaining balance shall be refunded through the issuance of a new Skroutz Gift Card of equal value, sent to the email address provided by the User,

(d) Where the Order was paid in installments, the refund shall be credited in installments corresponding to those of the original purchase,

(e) Where the Order was paid by cash on delivery or through the "Installments for All" program, or where refunding to the User's credit or debit card is not feasible (indicatively, due to loss or theft of the card), the User shall be required to provide the Company with their bank account details, namely IBAN, banking institution, and full name of the account holder (which must be identical to the person who received and paid for the Order), as well as supporting documentation (e.g. a photograph of the first page of the bank passbook or a screenshot from web banking showing the User's name) proving that the account belongs to the User,

(f) Where no bank account exists in which the User appears as the primary beneficiary, the User shall be required to submit, through the return form, a duly certified solemn declaration stating that they wish the refund to be made to a third-party account. Where a discount coupon was used for the purchase of the returned Product, the refund shall be made for the amount actually paid by the User, while the value of the discount coupon shall be refunded through the issuance of a new discount coupon of equal value, subject to the same terms and restrictions as the original coupon, including indicatively and not limited to its validity period, use at a specific cooperating store, and/or applicability to specific product categories.

6.4. Settlement of the refund amount: The refund amount will be released immediately; however, additional delays may occur due to settlement processes of banking institutions. The refund may appear in the User's account as a reversal transaction, cancellation of the payment order, or as a deposit by the Company. The Company shall not be liable for any delays caused by banking institutions, provided that the refund amount has been duly and timely released by the cooperating payment service provider.

6.5. Other costs: Cash-on-delivery fees paid by the User upon receipt of the Order, as well as any one-off bank charges incurred in connection with the "Installments for All" program, are non-refundable.

7.1. To be eligible for return—whether under the right of withdrawal or due to defectiveness— the Product must be carefully and properly packaged in a durable shipping box, preferably in its original packaging, so as to ensure its integrity and prevent any damage during transport. The Company and the Merchant Seller shall bear no liability for any damage or deterioration suffered by the Product during transport where such damage is due to inadequate, improper, or non-compliant packaging. In such cases, the User shall be solely and fully liable for any damage incurred during transport.

7.2. Where the right of withdrawal is exercised and the returned Product includes original packaging (indicatively and not limited to mobile phones, electronic devices, footwear), the User must place the original packaging inside an additional outer package or shipping bag, so that the shipping voucher is not affixed directly to the original Product packaging. The Product packaging must be complete, intact and in excellent condition. It is expressly agreed that returns of Products with damaged, incomplete, or visibly worn packaging shall not be accepted, as the condition of the packaging constitutes an essential element of the Product's commercial value.

7.3. The package must include the relevant fiscal document (retail receipt or invoice) issued by the Merchant Seller. Failure to provide the fiscal document may result in rejection of the return.

7.4. The return of defective devices (such as mobile phones, tablets, computers, etc.) the User must delete all personal data prior to returning the Product The User bears sole responsibility for safeguarding their data and for any loss of information.

8.1. All Product returns made through the Skroutz Marketplace Service are subject to inspection by the respective Merchant Seller. The User shall return the Product in the exact condition in which it was received, except in cases involving defective Products. Any discrepancy between the Product declared by the User for return and the Product actually returned may result in immediate rejection of the return request.

8.2. Without prejudice to any specific provisions regarding rejection of return requests set out herein, the Company and the Merchant Seller reserve the right to reject a return request where it is determined, including but not limited to, that the returned item:

(a) is not the Product originally delivered to the User,

(b) bears packaging that is different from, damaged, or materially altered from the original packaging,

(c) consists of empty packaging without the Product included therein,

(d) has been substituted with a Product of a different type or lower value,

(e) is not returned together with all accessories, components, manuals, or other items originally included in the packaging,

(f) is returned to a store or location other than the one from which it was originally purchased.

8.3. In such cases, no refund shall be issued. If the User receives a refund to which they are not entitled, whether due to a technical error or for any other reason not expressly provided for herein, the User shall be obliged to promptly notify the Company and to repay the corresponding amount within five (5) business days of becoming aware of such refund or of receiving notice from the Company, whichever occurs first. The Company reserves the right to take any lawful action to recover such amount.

8.4. In the event of repeated returns, or where the Company determines, at its sole discretion, that the User is exercising the right of return abusively, in bad faith, or in a manner contrary to fair trading practices, the Company reserves the right to refuse the return of the Product even if the above terms and conditions are otherwise met. In such case, the Company further reserves the right to suspend or terminate the User's account at its sole and absolute discretion.