Refund policy

1. General Information

The present Returns and Refund Policy governs all transactions conducted through the Company’s online store (e-shop) and is applied in accordance with current European and Greek legislation regarding distance selling.

 

2. Right of Withdrawal

The Customer, acting in their capacity as a consumer, is entitled to withdraw from the purchase within fourteen (14) calendar days from the date of receipt of the products, provided that none of the legal exceptions stipulated in Article 3ib of Law 2251/1994 and Directive 2011/83/EU apply. The exercise of the right of withdrawal must be made exclusively in writing via email to the Company within the aforementioned period.

To facilitate the process, the Customer may exercise the right of withdrawal by sending the following details to the Company (info@hellonna.gr):

• Subject: Notice of Withdrawal from Purchase
• Order Number: [Please fill in your order number]
• Customer Details: Full Name and Contact Number
• Products: I hereby give notice that I withdraw from the purchase of the following products: [Product description]
• Dates: Ordered on [Date] and received on [Date]
• Date of Notice: [Current Date]

3. Exceptions to the Right of Withdrawal

In accordance with Article 3ib of Law 2251/1994 and Directive 2011/83/EU, the right of withdrawal does not apply to products that are sealed for health protection or hygiene reasons and which were unsealed after delivery. Due to the nature of the items available in the e-shop, returns are not accepted for cosmetic products, personal care products, candles, room fragrances, or products that come into direct contact with the body or ambient air, provided that their packaging has been opened, tampered with, or used even to a minimal extent.

It is emphasized that any product whose nature does not allow for resale after the opening of its packaging is excluded from the right of withdrawal. Consequently, returns are accepted solely and exclusively if the products remain in their original, fully sealed, and intact condition, exactly as received.

 

4. Defective or Damaged Products

In the event of receipt of a defective or damaged product, the Customer is entitled to a replacement or a refund. The declaration of the defect must be submitted exclusively in writing via email to the Company within fourteen (14) days of receipt. For the request to be processed, the email must include photographic documentation of the product and its packaging, a description of the defect, and the order number. Upon confirmation of the defect by the Company, the costs of returning the product shall be borne by the Company.

 

5. Legal Warranty

The Company is liable for actual defects or lack of contracted qualities of the products in accordance with Articles 534 et seq. of the Greek Civil Code. The Company's legal liability applies for a period of two (2) years from the delivery of the product to the Customer. Given the nature of the e-shop’s products as consumable personal care and home fragrance items, the warranty covers the product exclusively at the time of its delivery and does not extend to alterations or wear caused by normal use, the passage of time after opening the packaging, or incorrect storage and use by the Customer.

 

6. Return Procedure

Every return request must be previously approved by the Company via email. Product returns carried out without the prior written approval of the Company will not be accepted.

 

7. Refunds

Following the receipt and necessary inspection of the product, the Company shall proceed with the refund within fourteen (14) calendar days. The refund is issued via the same payment method used for the Customer's original transaction. Please note that any additional delays attributable to banking institutions or payment providers are beyond the Company's control. Original shipping costs are non-refundable, unless the return is proven to be due to a defective product or an error on the part of the Company.

 

8. Return Costs and Shipping Method

In the event of a legal withdrawal—where permitted under the defined conditions—return costs are borne exclusively by the Customer. Conversely, in the case of a confirmed defective product, return costs are borne by the Company. Product returns are carried out exclusively through the Company’s partner transport services. The use of a different provider is permitted only upon prior written agreement with the Company. Should the Customer choose another provider without prior approval, the Company bears no responsibility for loss, delay, damage, or any additional transport costs, which in all cases shall be borne exclusively by the Customer.

 

9. Contact Information

For any issue regarding returns or defective products, the Customer may contact the Company in writing at: info@hellonna.gr