Terms of Use / Returns Policy
9a. If, for any reason, you wish to return a product ordered from the KOUDOUNIA.COM online store, please complete and submit the return form* by email to: info@koudounia.com.
*The return form must be placed inside the envelope or parcel.
Form: KOUDOUNIA RETURN FORM (PDF)
9b. The burden of proof regarding the exercise of the right of withdrawal, as defined herein, rests with the customer. To comply with the deadline specified above, it is sufficient for the notification of withdrawal to be sent before the withdrawal period expires.
The product(s) must be returned to the seller within 30 days from the date on which the customer takes physical possession of the goods.
9c. In the event of withdrawal from the contract, the seller shall refund the retail price paid for the purchased product, excluding delivery costs, within 30 days from the date on which the seller receives the withdrawal notification, provided that the products have been returned in their original condition, without any alterations or damage, and in their original packaging, where applicable.
MOMPSO SMPC shall use the bank account details provided in the return form or the credit/debit card used to complete the purchase, deducting shipping and return costs. No additional fee shall be charged to the customer for processing the refund.
The refund amount shall be credited to a bank account specified by the customer via email and shall be processed within 10 working calendar days from the date on which the customer informed us of their decision to withdraw from the contract. The refund may be withheld until the returned goods have been received.
9d. To be eligible for a full refund, the product(s) must be returned in their original packaging. The customer may handle and use the product(s) only to the extent necessary to establish their nature, characteristics and functionality, as would reasonably be permitted to determine whether the product conforms to its description and expected performance.
The customer shall be liable for any loss in value of the product(s) resulting from handling or use beyond what is necessary to establish their nature, characteristics and functionality, as described in this clause. In such cases, the seller shall be entitled to make a proportional deduction from the refund, taking into account the loss in value as described above.
9e. The customer’s right to withdraw from the contract does not apply to contracts concerning the purchase of products made to order or to specific measurements, liquid preparations, compressed products, or food items. It also does not apply to personalised or custom-made products, or products which, by their nature, cannot be returned without a risk of rapid expiry or deterioration.
9g. The right of withdrawal does not apply to the supply of sealed goods which are unsuitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
9h. If a product you received is found to have a manufacturing defect within 3 days of delivery and has not been used, you may return it at no additional cost. Once the product has been inspected by the manufacturer and the defect has been confirmed, the full purchase price will be refunded to a bank account whose details you must send by email to: info@koudounia.com.
9i. If a product you ordered develops a manufacturing defect during use within one (1) month of the purchase date, provided that the correct usage and maintenance instructions have been followed, you may return the product for inspection. If the manufacturer confirms that a defect exists, the product will be returned to you after repair or replaced with a new one.
9j. If a product from KOUDOUNIA develops a problem during use due to improper handling or inadequate maintenance on your part, you may contact us to arrange its return and receive information regarding the repair cost, if repair is possible.
9k. For products manufactured by other companies (excluding KOUDOUNIA), if a manufacturing defect occurs within one (1) month of the purchase date, a replacement may be requested, provided that the product is inspected by the manufacturer and the request is approved. In such cases, the KOUDOUNIA.com website shall bear no further liability.
9l. Returns from Greece, the European Union and third countries: the customer is responsible for the return shipping costs and may choose their own courier or transport company. In cases involving technical defects, material failure or poor product quality, provided that the issue is reported to us via email at info@koudounia.com, we will arrange the return of the products at no cost to the customer.