Product returns due to delivery errors
In all cases in which products other than the ones purchased are delivered, by type or quantity or a property that has previously been agreed in writing with COSMOTHERM is missing, the customer returns the products for inspection and ascertainment of the error. In this case the costs of returning the products to COSMOTHERM as well as the costs of return to the customer are borne by COSMOTHERM as long as the customer abides by the return method proposed by the company.
Returns of defective products
The products displayed in our online store may differ in color from reality (due to various factors such as the characteristics of photography, lighting during photography, screen resolution, etc.). Such deviations can not be described as deficiencies ini the quality or as defects of the products you order. In case the item is found to have a manufacturing defect, if this is confirmed by the manufacturer, or the authorized repairer who guarantees the proper operation of the products or in case COSMOTHERM itself directly provides the guarantee of proper operation, the following applies:
The guarantee is provided for a limited period of time which is stated in the detailed characteristics of the product. After the end of this period the repair and replacement of the products is possible at an additional charge following a new agreement with the customer.
The return of the product to be replaced should be done together with all the documents that accompanied the product (e.g. Retail Receipt) and its complete packaging. If it is a defect that was found later after delivery and the packaging does not exist or also if the product packaging was received by the distributors during the delivery of the item, the product packaging is not required.
The return of the products will be made either by COSMOTHERM staff and means of transport or through a transport company, at the COSMOTHERM store. In cases of return through a transport company, the customer is charged with the shipping costs to COSMOTHERM and COSMOTHERM is charged with the shipping costs of the replaced or repaired product. If a defect is found or a contracted quality is not found, COSMOTHERM reimburses the customer and the shipping costs paid by them, provided that they have used the cooperating transport company.
After the return of the products, the defect reported by the customer is inispected and they are then contacted to be informed about the results of the inspection.
Your additional rights in case of defective products:
1. The customer is also entitled, within the legal or agreed timeframes and, regardless of the unjustified withdrawal right described below, to exercise any of the rights granted to them by law due to a product defect (correction, replacement, reduction or withdrawal), and in accordance with the requirements of the law, in addition by submitting a direct request to COSMOTHERM.
2. In case of a defect, you can send an email to [email protected] with all the required information.
3. If a product is declared defective by the customer, COSMOTHERM reserves the right to diagnose the product as such in order to replace it with a non-defective one or to correct it, if possible.
4. If the defect is insignificant, the right of withdrawal is not granted by law.
5. If the defect can be corrected or replaced, the customer must accept the correction or replacement, unless it is disadvantageous for the customer.
6. If a product is returned as defective and COSMOTHERM after the aforementioned inspection does detect a defect, the customer can be informed about the course of replacement or correction.
7. The assignment or transfer of rights regarding the defectiveness of the products is excluded.
In case of cancellation of the transaction, the refund of the original purchase is made in the same way as the initial payment of the customer to COSMOTHERM. In particular, in case of a payment by credit card, COSMOTHERM will be obliged to inform the issuing Bank about the cancellation of the transaction and the bank will then proceed with any transaction expected under the contract it has drawn up with the customer without any COSMOTHERM liability. COSMOTHERM, following this information, does not bear any responsibility for the time and manner of execution of the rebuttal, which is regulated by the aforementioned contract. The process of reversing (total or partial) credit card charges is done in the same way that the card has been charged. In case of payment by bank transfer, a reverse bank transfer will be made from COSMOTHERM accounts to the customer.
In case the products are returned in a damaged condition or are incomplete, COSMOTHERM 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 total or partial set-off of this claim against the customer.
Return of non-defective products – Right of unjustified withdrawal by the customer
If the customer is a consumer who prepares the sale for personal use and not for any professional pursuit, then they are entitled to withdraw from the sale within 14 calendar days, which start counting from the delivery of the product (to the customer or to the carrier indicated by the latter), returning the product to its original condition, bearing the cost of return and any reduction in the value of the products. If at the time of placing your order you request the issuance of a sales invoice (and not a retail receipt), we will consider that you are acting in the context of your professional activity, with the consequence that you do not have the right of withdrawal and other provisions on consumer protection.
Withdrawal from a sale made by a consumer takes place under the following conditions:
This withdrawal is unjustified and, if the item has already been delivered, the customer must return the product exactly in the condition in which it was received, with all its parts, the accompanying documents and its packaging in excellent condition. Return costs are borne by the customer. The return of the item is accepted only if the buyer has first paid the amount charged by COSMOTHERM for product shipping to them and the shipping costs for the return of the item.
The declaration of withdrawal is exercised in writing or digitally and COSMOTHERM is obliged to send a confirmation of receipt of the declaration of withdrawal as soon as it reaches the company. You can find the withdrawal form that you need to fill out here.
Following the declaration of withdrawal, COSMOTHERM is obliged to return the cost received within a maximum of 14 days from the receipt of the products.
The refund to the customer will be made by the same means as the initial collection. Specifically in the case of payment by credit card the refund will be made as follows: in case the sum has been paid to COSMOTHERM by the Bank until the withdrawal and return of the item, COSMOTHERM will be obliged to inform the Bank about the cancellation of the transaction and the bank will proceed with each expected step on the basis of the contract it has drawn up with the client. COSMOTHERM, following this information, does not bear any responsibility for the time and manner of execution of the rebuttal, which is regulated by the aforementioned contract. The process of reversing (total or partial) credit card charges is done in the same way that the card has been charged. In case of payment by bank transfer the return will also be made by bank transfer to the same account.
The customer is responsible for compensating the company if they made any use other than that which is necessary to determine the nature, characteristics and operation of the goods within the period until the declaration of withdrawal. The determination of the nature, characteristics and function of the goods should be made on the basis of the information provided on the outer packaging of each product, as well as the additional information provided by COSMOTHERM and in any case without opening the packaging of the products and operating the products. The company is willing to inform the customer of any questions about the nature and operation of the products by providing additional information diigitally or otherwise. If the packaging is opened, the product value is automatically reduced as the product is characterized as used and the customer must compensate the company for reducing the value of the product. The decrease in value from the opening of the package and consequently from the characterization of the product as used is examined on a case by case basis and determined by the company and is usually in the range of 20% – 30%. COSMOTHERM is entitled to an agreement for the compensation with the customer and with mutual netting.
In case the products are returned in a damaged condition or are incomplete, COSMOTHERM 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 total or partial set-off of this claim against the customer.
Exceptions to withdrawal
There can be no withdrawal in the supply of goods manufactured according to the specifications of the consumer or clearly personalized.
Safe products – Warranty terms
The products available from the COMPANY are durable products which have all the necessary certifications for safe operation. The products are accompanied by written instructions for use (except for the simple to use products) and a written guarantee of good operation of a reasonable duration in Greek. The warranty form always includes the name and address of the guarantor, the product to which the warranty relates, its exact contents, its duration, its local validity, and the rights provided by the applicable law. The warranty of the device is valid according to the manufacturer from the date of purchase and allows free repair of the problem, provided that the following conditions are met:
• Have the dealership guarantee and proof of purchase of the device.
• The fixed components of the device have not been altered (Serial number -SerialNo.)
• Do not exclude damage based on the manufacturer’s warranty form.
Return Process
1. At the COSMOTHERM store
In this case you can visit the store and, after the condition of the product is checked by the employee in charge, he will guide you through the process.
2. If received by a transport company
Pack the product in a larger box so that it is protected during shipment. Send the parcel, through the transport agency from which you received your order and send it to the address: Anthi Delliou- Kosti Palama 16, Ag. Athanasios Thessaloniki (Phone: 2310 701.655 Email: [email protected]). Please note that return costs are borne by the customer.
We would like to point out that in case the product does not meet the aforementioned conditions, it will be returned to the sender at their own expense.
3. If you return a non-defective product exercising your right of withdrawal as a consumer within 14 days of receipt:
Before returning, you must fill out the withdrawal form, a sample of which can be found here. The form can be sent either by post, to the address Anthi Delliou- Kosti Palama 16, Ag. Athanasios Thessaloniki, or by e-mail to [email protected].
