Animalart.gr, supporting E-commerce, offers you the opportunity, through the completeness of the descriptions it posts on its pages, to enjoy the privilege of direct contact with the products it offers, quickly and easily from your computer screen.

Wanting to highlight the benefits of using the internet in our daily shopping, below we list the terms and conditions for returning defective or non-defective products.

Returns Due to Delivery Errors

In all cases where other products are delivered than those sold, by type or quantity, or a previously agreed-upon written feature with the COMPANY is missing, the customer returns the products for checking and verifying the error. In this case, the costs of returning the products to the company as well as the costs of re-dispatching to the customer are borne by the COMPANY, provided that the company’s proposed return method is followed.

Returns of Defective Products

If it is determined that the product has a manufacturing defect, once this is verified by the authorized repairer providing the warranty of proper operation or in case the COMPANY itself provides the warranty directly, the following applies:

• The warranty is provided for a limited period, which is stated in the detailed specifications of the product. After this period, repair or replacement of products is possible with an additional charge upon a new agreement with the customer.
• The return of the product for replacement must be accompanied by all the documents that came with the product (e.g., DAT, Retail Invoice, etc.) and its full packaging. If a defect is discovered after delivery and the packaging no longer exists, or if the product packaging was collected by distributors upon delivery, the product’s packaging is not required.
• Product returns will be made via courier. In cases of returns via courier, the customer is charged for the shipping costs to the COMPANY, and the COMPANY covers the shipping costs of the replaced or repaired product.
• After the return of the products, a check is performed on the reported defect by the customer, followed by communication with him/her about the results of the check.
• If the defect is verified, the product is repaired or replaced; otherwise, the transaction is canceled if the product repair isn’t possible within a reasonable time, and the COMPANY can’t find another product with equivalent or better features or value for replacement. In case of transaction cancellation, the refund for the initial purchase is made in the same way the initial payment was made by the customer to the COMPANY.
• Specifically, in case of credit card charges, the COMPANY will inform the issuing bank about the cancellation, and the bank will subsequently take any action as provided by the contract they have with the customer, without any further liability of the COMPANY. After this notification, the COMPANY bears no responsibility for the time and method of settlement, governed by the aforementioned contract. The process of credit card chargeback (full or partial) is done exactly as the charge was made. If the charge was made in a lump sum, the refund will also be lump sum, while if charged in installments, the refund will be in installments. In case of payment by bank transfer, a reverse bank transfer will be made from the COMPANY’s accounts to the customer.
• If products are returned damaged or incomplete, the online store reserves the right to claim compensation from the customer, the amount of which will be determined by the condition of the products and to unilaterally and without any other compensation fully or partially offset this claim against the customer.
• To return defective products, please fill out the application form.

Return of non-defective products – Right of unjustified withdrawal by the customer

The CUSTOMER has the right to withdraw from the purchase contract within a period of 14 calendar days from the date of the service provision contract (when it is such a contract) or from the delivery (when it pertains to products). Especially when there are multiple products in the same order, from the delivery of the last one. And when there is an obligation to deliver products at regular intervals, from the delivery of the first one.

The withdrawal is under the following conditions:

• The withdrawal is unjustified and without any charge, and if the product has already been delivered, the customer must return the product exactly in the state in which it was received, with all its components, accompanying documents, and packaging in excellent condition. The return of the item is accepted only if the buyer has first paid any amount charged to the company for sending the item to him and the shipping costs for returning the item.
• The withdrawal statement is exercised in writing or electronically, and the COMPANY is obliged to send a confirmation of receipt of the withdrawal statement as soon as it receives it.
• Following the withdrawal statement, the COMPANY is obliged to return the price it collected within 14 days from the receipt of the products.
• Shipping costs are not refunded if the customer had chosen a delivery method other than the cheapest standardized delivery method offered by the COMPANY.
• The refund to the customer will be made using the same method by which the initial collection was made. Specifically, in the case of a charge via credit card as follows: if until the withdrawal and return of the item the price has been paid to the COMPANY by the Bank, the COMPANY is obliged to inform the Bank about the cancellation of the transaction, and the bank will undertake any action foreseen based on the contract it has established with the customer.

Following this notification, the company bears no responsibility for the time and method of executing the counterbalancing, regulated by the aforementioned contract. The counterbalancing procedure (full or partial) for credit card charges will be conducted in the same manner as the card was charged.

If the charge was made in one installment, the refund will be in one installment; whereas if the charge was made in installments, then the refund will also be in installments. In the case of cash payment, if the customer had chosen the option “pickup from the store,” the refund will be made directly to him from the store where he picked up the product. In the case of payment via bank transfer, the refund will also be made via bank transfer to the same account of the customer.

• The customer is liable to compensate the company if they used the product in a manner other than what is necessary to determine the nature, characteristics, and functioning of the goods during the period up to the declaration of withdrawal. Determining the nature, characteristics, and functioning of the goods should be based on the information provided on the external packaging of each product, as well as the supplementary information provided by the company and in any case without opening the packaging and operating the product.

The company is willing to inform the customer about any questions related to the nature and functioning of the products by providing additional informational material electronically or in other ways. In case of opening the packaging or even putting the products into operation, their value is automatically reduced as the product is considered used, and the customer is obliged to compensate the company for the decrease in the value of the product.

The reduction in value from opening the packaging and consequently from the characterization of the product as used is examined on a case-by-case basis, determined by the company and is usually in the order of 20%-30%. The COMPANY is entitled to agree with the customer on its compensation even through mutual offsetting.

• In the case where the withdrawal concerns the provision of services, the customer must pay an amount proportional to what was provided up to the declaration of withdrawal.
• If the products are returned damaged or incomplete, the online store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products, and can unilaterally and without any other party proceed to a full or partial offset of its claim against the customer.

Exceptions to the Right of Withdrawal

The right to withdraw does not apply in the case of:

• Service contracts after the service has been fully performed if the performance has begun with the consumer’s prior express consent, and with the acknowledgment that they will lose their right of withdrawal once the contract has been fully performed by the supplier.
• Digital files delivered via download link.
• The sale of sealed audio or video recordings or sealed computer software which were unsealed after delivery.
• The supply of goods made to the consumer’s specifications or clearly personalized.

Return Process

If you receive via courier, in this case:

1. Package the product in a larger box to ensure it is protected during shipping.
2. Place inside the packaging a document indicating how you would like us to resolve the financial discrepancy, provided the product is deemed returnable.
3. Send the package via the courier agency from which you received your order, addressed to the Returns Department. Please note that the customer bears the return costs. We’d like to point out that if the product doesn’t meet the previously mentioned conditions, it will be sent back to the sender at their own expense. For further information, we are always at your disposal either by phone at 211 500 0 500 or via e-mail at returns@animalart.gr.