Returns of products in the event of actual defect or lack of agreed capacity
2.1 We aim to provide 100% customer satisfaction. However, if you receive a wrong or faulty product, or in case of any other problem resulting from our fault, please contact our Sales Department, through the Contact us section for further details.
2.2 Users who make purchases from our website as consumers can withdraw from the purchase and sale within 14 days of receiving their order.
2.3 As our products include products that can be altered or are vulnerable, we inform you that these products are explicitly excluded by law from the right to withdraw.
We point out that the criteria for determining the products excluded from the possibility of withdrawal are defined by law for products that can be easily altered.
2.4 In case of withdrawal from the purchase of a product that is bought online and is not excluded the following apply:
Returns must be made no later than 14 days after the withdrawal (ie by sending the relevant e-mail provided in Article 11.2.) Sending back the products is your responsibility and the expenses as well. The goods must be sent only to our Distribution Center, Neapoli Lassithi, Neapoli PC 72 400 Greece.
In order we accept the withdrawal, the products you send back to our company must be in the condition they were received, not used, and preserved in the proper maintenance conditions, complete with the original packaging, and together with all the documents that accompanied the products.
The returned products must be sent to the above address and must be accompanied by: a) the Retail Receipt / Sales Invoice or the Delivery Note and the Withdrawal Declaration (even if you have already sent it to us via e-mail). In particular, this form must be completed with all the necessary information requested, printed, and signed by you. Make sure to include the form with the return package.
Please note that if the above conditions are not met or if the required documents do not accompany the product, your request for withdrawal cannot be completed.
1.2. In all cases of return of products purchased online due to actual defect or proven lack of agreed capacity resulting from our fault, the following shall apply:
i) The returned products must be sent to our factory at Astron Miramvellou, Neapoli Lasithiou, Crete PO 72400 Greece. The collection of the product on behalf of our Company will be handled only by our partner carrier after you have first contacted our Sales Department through the Contact us section and informed us of the proven problem in connection to the specific product. The collection of the product to be returned will take place exclusively at the delivery address you have stated to us upon placing your order.
ii) The product you are sending back to our company must be in the same condition in which it was received. It must be unused, preserved in the proper storage condition, complete and intact, with its original packaging and with all the documents that accompanied the product.
iii) The returned products should be accompanied by the Retail Receipt/ Sales Invoice or Delivery Note. Please note that if any of the above mentioned documents are missing, your request cannot be fulfilled and the product will not be collected by our Company.
3) Order change/cancellation
3.1 Change or cancellation of an order is accepted only if the Order Confirmation with tracking number has not been sent or the order has not been completed. Please note that, after the confirmation of the order, it is NOT possible for security reasons (anti-fraud) to change the declared delivery address for any reason.
3.2 If you are a consumer, you have the right to withdraw and return the products as mentioned above.
3.3 In case of any problem, please contact our Customer Support Department for further details through the Contact Us section.