WARRANTY & LIABILITY POLICY - MANUFACTURER'S & SELLER'S LIABILITY
I.The manufacturer - supplier of each product sold is responsible for any damage due to any defect in the product. Any agreement to limit or release the manufacturer from its liability is void.
If the customer doubts about the manufacturers of the products we sell we can give him all the information.
II.All products available on Kopanos-Store have the necessary certifications for safe operation. The products are mostly accompanied (except for the easy-to-use products) by written instructions for use in the Greek language or internationally established symbols.
The above obligations do not apply in case it is found that the defect has been caused by you or directly from a relevant case of force majeure.
Our Company reserves the right, in case of refusal of the manufacturer - supplier to assume its contractual obligations, to claim everything resulting from the improper execution of its contractual obligations.
 
RETURN A DEFECTIVE PRODUCT
Upon receipt of the products, the customer should check the packaging externally, confirming the absence of external and aesthetic defects.
Upon receipt, the customer is obliged to unpack and inspect the products to confirm the absence of external, aesthetic defects, and in case they exist, is entitled to repel the receipt of the item and return it to the distributor otherwise to announce the existence of aesthetic defects.
Returns are accepted on the following terms and conditions:
 
Ι. Product returns charged to Kopanos Store: 
a.) Return of products is charged to our Company in all cases in which other items are delivered than those ordered, by type or quantity, or when the delivered product doesn't match the product description, and/ or in case of a damaged package, in whole or in part.  In this case, the customer is entitled not to accept the receipt of the product at all and request its replacement, after communication with Kopanos Store. 
In all cases, the return of the product to be replaced should include all the documents that accompanied the product (e.g. invoice, receipt, etc.) and its complete packaging. 
In case of return of the products depending on the case, repair or replacement will be performed, otherwise, the transaction will be canceled if the customer legally rejects the previous two, so, provided that the products have been previously received and checked by Kopanos-Store, in case of cancellation, the refund to the customer will be processed by the payment method that was chosen when the order was originally submitted.
b.) Dead On Arrival (DOA) – Products received by you which are dead on arrival (“DOA”) are defined as Products that fail to function substantially in accordance with published specifications due to defects in manufacturing or materials. In the event a Product is DOA, you are required to notify the Seller within the DOA Period, (7) days from arrival of goods. 
Damaged products will only be replaced if they were damaged upon arrival and the damage was not caused due to abnormal use of the product or unauthorized repairs. You must provide the Manufacturer/Seller with all documentation and information that Manufacturer requests.
In any case, the way of returning the above-mentioned products is at the discretion of the Company which reserves the right to carry out the whole process either by own means or through partners.
In case of return of the products, there will be a repair, replacement, or cancellation of the transaction. If the customer legally rejects the two previous possibilities, provided that the products have been previously received and checked by our Company a refund will be made to the customer. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance).
If you have paid in cash and received the products from our physical store, the refund will be made from the store where you received the products. The return of both the product and the refund must be made no later than within fourteen (14) working days
In case the products are returned damaged or incomplete, Kopanos-Store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products, and to proceed unilaterally and without any other in total or partial offset of his claim against the customer.
There is no retreat and no return is allowed for products on offer or special orders.
 
ΙΙ. Product returns charged to the customer: 
The return must be made within 14 calendar days from the date of delivery by the courier company to the customer, otherwise, it will not be accepted.
The consumer has to send the products back after informing Kopanos-store of his withdrawal.
Returns and product changes are only accepted if the products are in the best condition received without damage and are complete, within their original packaging. 
Also, the product must be returned accompanied by the retail receipt you received upon receipt. Otherwise, we reserve the right not to accept the return.
The return of the product to be checked for defects should be done together with all the documents that accompanied the product (e.g. relevant tabs, retail receipt, etc.) and its complete packaging.
After the return of the product, the defect reported by the customer is checked and then contacted to inform him about the results of the check.
You can obtain a replacement or a credit voucher to make another purchase from our store (or online). The refund to the customer will be made by the same means as the initial collection. 
 
Product return process
 
I.Store return policy ( address 1o km Epanomi - Thessaloniki, zc 57500)
If you wish to make an in-store return, you may have to contact or visit our physical store for information and confirmation.
To avoid any additional fees, please include all original packing materials, manuals and accessories with the product. We will check the condition of the product and the return process will be completed.
 
II.You can also make changes to the same or another product through our online store (Returns within Greece only):
Make your changes online by sending your parcel back to the Company.
 
In this case you must follow the steps below:
  1. Place the return form in your package.The returning product(s) must be in excellent condition with all labels and tags attached. The packaging must be firm, for prevention of any possible transportation damage. As a necessary condition, the product shall be in its initial package and in the same perfect condition in which you received it, together with the relevant payment receipt, including the product’s special signs (tags).
  2. When returning an item, you need to contact us by calling at 23920 41498 or by emailing us at [email protected] the Return Form.
  3. Shipments via Easy Mail Courier service are charged with 1,5€ for all domestic returns more than 2kilos and package dimensions that do not require a special charge. The pre-mentioned charge is not directly payable on the courier service at the package drop point, as it is to be deducted from your refund or exchange upon package arrival. The above charges and return vouchers apply ONLY for returns through Elta courier services. For other courier services, you are responsible for paying the full cost/charge of your return and Kopanos-store has no liability on that.
Note: in case the product does not meet the above conditions, it will be returned to the sender at his own expense.
 
Should you need any further information, please do not hesitate to contact us at 23920 41498, or at  [email protected].
 
RETURNS
 
RIGHT  OF WITHDRAWAL
You have the right to return your order in whole or in part within a time limit of 14 working days from the date you received it, without bearing any obligation to inform us of the reason for the return of your order. 
To exercise the right to cancel:
 
  1. you need to fill in and send us the special 'return form' as a subject at the contact us form. 
 
  1. or send us a letter at   Kopanos Store,  1ο km Epanomi - Thessaloniki, zip code 57500
  2. or send us an email at [email protected].
 
You should return the product in the perfect condition in which you received it, that is to say without breaking the seal of the package and by confirming that the special signs of the product have not been removed. Your package inside should contain your receipt.
 
More specifically: 
  1. The consumer has 14 days from the date that they receive the goods (physical possession) to exercise their right of withdrawal.  
  2. The consumer should return the product in the perfect condition in which he received it, that is to say without breaking the seal of the package and by confirming that the special signs of the product have not been removed. The package inside should contain your receipt.
 
  1. Buyer will be responsible for any shipping and/or duty charges for products that were already shipped.
  2. The Company should reimburse you through the same payment method you used for the purchase. Unless you agree to a different method which does not result in additional fees. So if you paid by credit card, the Company cannot, in principle, reimburse you by check or voucher/credit on your customer account.
  3. The consumer is liable for any diminished value of the goods (damage) apart from that necessary to establish the nature, characteristics and functioning of the goods.
 
Exceptions to the withdrawal right
 
According to the current legislation, the right of withdrawal provided for the contracts concluded remotely and out of the physical store, does not apply in cases where, either the product has been used and can not be returned to its original state during delivery and sale, or there are substantial alterations of the product which did not exist at the time of delivery as well as in cases involving the supply of goods manufactured to the consumer's specifications or personalized (customized goods) or goods which may be altered or expire soon.
 
In addition, if goods which, upon delivery and because of their nature, are inextricably intertwined with other elements and can not be detached either from the supply of goods or the provision of services the price of which depends on fluctuations in the money market which can not be checked by the supplier and which may occur within the withdrawal period.
 
Finally, the right of withdrawal can not be exercised in cases where the price of the products has been paid and at the same time, they have been received from the physical store of the Company, as the sale is not considered to have been made remotely.


Returns Exclusions
 
  1. Swimwear and intimates must be returned unworn, in the original packaging, and with tags. Hygiene strips must be untouched. Due to hygiene reasons underwear and face masks cannot be returned.
  2. Shoes must not be worn outside until you are certain you are keeping them.
  3. Our gift cards are not returnable or refundable. All our gift cards last for one year from purchase.
 
IMPORTANT NOTES AND CLARIFICATIONS
 
  1. In case the products are returned damaged in terms of packaging or incomplete or without their legal documents and accompanying documents or if the product has been used resulting in a decrease in its commercial value based on common sense, good transaction credit, the good morals, and the criterion of selection and conscience of the average consumer, then our Company has the right to refuse the replacement or refund of the price and further to request compensation from the customer, the amount of which will be determined by the condition of the products and to proceed unilaterally and without further ado. In full or in part the offset of this claim against any payment previously made by the customer.
 
  1. In the event of repeated and unjustified consumer returns or dystrophy or abusive exercise of the right of return / withdrawal and any other act contrary to good morals and transactional credit, the Company has the right to refuse the return of the product and reserves all legal rights. In this case, the Company has the right to ask for additional compensation for unjustified costs incurred.
 
III. After the exercise of the right of withdrawal and if the products are not returned within a reasonable time, the Company is entitled not to accept the return and therefore to refuse the replacement.
 
  1. The Company is not responsible for delays in the refund of money which are due to any procedural transactions between the interbank systems as well as for any charge of customers from commissions based on the pricing policy of each financial institution/bank.
 
  1. In some cases, in accordance with the current legislation (when the circumstances do not justify the withdrawal), and if it is judged only a reduction or replacement of the item can take place. 
 
  1. Our Company reserves the legal right to take remedial action against its contractors or third parties who have damaged it or in the event of tort or protection or liability from negotiations or pre-contractual liability or improper performance of the contract, as well as in any case currently regulated or by the current legislation with any valid reason / historical and legal basis.
 
VII. Criteria for all the above rights and obligations, as well as for the right of return and withdrawal, are the commonly known and prevailing in transactional practices, common sense, good trading faith, good morals and the criterion of choice and conscience of the medium and respectable consumer.
 
VIII. In other respects, the provisions of the Civil Code and Law 2251/1994 apply.
 
External – Aesthetic – Defects
 
Upon receipt, the customer is obliged to unpack and inspect the products to confirm the absence of external, aesthetic defects, and in case they exist, is entitled to repel the receipt of the item and return it to the distributor otherwise to announce the existence of aesthetic defects. Within ten (14) calendar days from the receipt of the item while in case of expiration of this period it loses any relevant right and it is considered that the aesthetic defect was caused after delivery.
 
In case of no timely inspection of the item, it is considered that it was delivered in excellent external condition without aesthetic defects.
 
This term does not apply to the sale of items from physical stores when the delivery of the item takes place in the physical store when the item should be opened and checked during delivery by the customer.
 

SERVICE POLICY

The following applies to the replacement or repair of the product you ordered:

  1. The customer must return the product, with its complete packaging, to our store within 14 days from the date of purchase or receipt. You can return the product either to the store or through the courier company.
  2. The inability of the product to function must be due to a defect of the manufacturer (mechanical failure from the beginning) and not to damage caused by misuse of the product, such as a fall, interference by unauthorized connection technicians, or operation outside the manufacturer's specifications.
  3. Please call us at 23920 41498 daily from 9:00 to 14:00 or send an e-mail to [email protected] if you face any problems.

Repair of the fault may take from 4 to 30 calendar days.