Returns policy

A) Right of withdrawal from distance contracts under Law 2251/1994 (as amended by K.Y.A. Z1-891/2013) – Return of products

The Customer may return the products purchased from the online store within fourteen (14) days from receipt. The Customer may deliver the products directly to the company’s store or send them at his own expense to our store. In any case for online orders, the Customer may, before returning the products, contact our company either by phone (tel: 2310-669355) or by sending an email (e-mail to the e-mail address: www. e-mitsou. gr). In particular, the Customer has the above right to return a product purchased from the online store without stating the reasons, under the following terms and conditions:

  • (a) Within a period of fourteen (14) calendar days from the date of conclusion of the service contract (in the case of services) or from the delivery (in the case of products) or collection (when the Customer has chosen “collection from the shop”) and in the case of several goods ordered by the Customer in one order and delivered separately from the time of collection of the last one, the Customer is entitled to withdraw from the sale (hereinafter “Withdrawal”).
  • (b) This withdrawal is unjustified and the Customer must return the product exactly in the perfect condition in which it was received. In particular, the returned product must be unopened and unused, in perfect condition (“as new”), exactly as before the sale, in its full original packaging (box, nylon, foam, etc.The product must be in its complete original packaging (box, box, plastic, tinfoil, etc.), which must be free of tears or damage/alterations, and with all the contents of the original packaging (instruction sheets, characteristics and warranties, connecting cables, installation software, etc.). In addition, in order to accept the return of the product, the original purchase document (retail receipt, invoice) from the person who originally purchased the product and whose details are reflected in the purchase document must be
  • (c) The return of the item is accepted only if the Customer has previously paid any amount charged by the company for sending the product to him and the shipping costs for its return. Otherwise, we have the right to refuse to accept the return and the product will be returned back to the customersender at his own expense.
  • (d) The declaration of withdrawal is made in writing by filling in a form containing the following information: “I hereby inform you that I withdraw from the distance contract with order number …. and date of receipt ….


Last name: 


Postal code: 

Place:  Signature    and sending it to the e-mail address www. e-mitsou. gr and the company is obliged to confirm in writing the receipt of the withdrawal statement as soon as it receives it.

  • (e) The Customer is obliged to return the products within fourteen (14) calendar days from the day on which he/she notified the withdrawal to the company.
  • (f) Following the declaration of withdrawal, the company is obliged to reimburse the Customer for the price received. In the case of billing the Client by credit card, the company, if it has received the price from the Bank, will be obliged to inform the Bank of the cancellation of the transaction and the Bank will take any action required. Following such notification, the company shall bear no responsibility for the time and manner of execution of the offset, which shall be regulated by the contract concluded between the issuing bank and the Customer. In the event that the Client had chosen the option of “collection from the branch”, the reimbursement to the Client will be made from the physical branch of the company.
  • (f) The refund of the price due to withdrawal to the Customer will be made no later than within fourteen (14) working days from the time the company has been demonstrably informed of the withdrawal.
  • (g) Delivery costs are not refundable only if the Customer had chosen a delivery method other than the cheapest standard delivery method offered by the company.
  • (h) The Customer is liable to compensate the company if it has used the goods other than what is necessary to ascertain the nature, characteristics and function of the goods in the period up to the declaration of withdrawal, and the company is entitled to agree with the Customer on its compensation even by mutual set-off. If the withdrawal concerns the provision of services, the Customer must pay an amount proportional to the services provided up to the date of the declaration of withdrawal.
  • (j) A product that was sold with an additional gift must be returned with the additional gift, otherwise the value of the gift will be deducted from the amount refunded.

 Exceptions to withdrawal  

There is no backing down on:

  • products which are not suitable for return, for health protection or hygiene reasons, and which have been unsealed after delivery (such as, but not limited to, toilet lids, food barrels, food containers, thermos flasks, etc.).
  • products manufactured according to the consumer’s individual specifications (on special order)
  • products purchased at a reduced price due to a defect that was known to the customer at the time of purchase.

B) Actual defects or lack of agreed properties

In case of liability of the company for an actual defect or lack of a promised quality of the product, the customer has the rights of article 540 CC, unless it is a minor actual defect. In order for a quality to be considered as agreed, it must be agreed in writing. If the Customer chooses to correct or replace the product, the business must make the correction or replacement within a reasonable        time.

Returns of products considered defective on delivery (DOA)

All customers are required to unpack and check the items and notify the company in case of aesthetic defects within 10 days. After 10 days, the goods are considered to have been received in perfect condition. The return of goods, which are considered defective on delivery (DOA) will be accepted if they are sent to the company within ten (10) calendar days of their delivery to the customer. At the same time, the product must be undamaged and must have all original documents that accompanied the product (e.g. D.A.T., Retail Receipt, etc.) and complete packaging. In such cases the following applies:

  • The product is received and checked to determine the defect reported by the customer.
  • Provided that they have been previously received and checked by the company, the item will be replaced with a similar new one, or in case of unavailability with another new product of equivalent quality and price, otherwise in case the customer does not want a replacement, a refund of the original purchase will be made to the customer. The refund will be made in the same way as the customer’s original payment to the company.
  • The shipping costs for both the return of the products to the company and the reshipment of the replaced product to the customer are borne by the company.
  • In the event that the products are returned damaged or incomplete, the company has 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 further action, make a total or partial set-off of its claim against the customer.


If it is found that the item has a manufacturing defect, the following applies:

  • The return of the product to be replaced should be made with all the documents that accompanied the product (e.g. Invoice, Retail Invoice, etc.) and its complete packaging. If it is a defect that was discovered later than delivery and the packaging does not exist or also if the packaging of the product was received by the distributors upon delivery of the item, the packaging of the product is not required.
  • The return of the products will be carried out either by the company’s personnel and means of transport or by courier or at the physical store. In cases of return by courier, the customer bears the cost of shipping to the company and the company bears the cost of shipping the replaced or repaired product.
  • After the return of the products, the defect reported by the customer is checked and then the customer is contacted to inform him about the results of the check. The company expressly reserves the right to the prior diagnosis of the product as defective by competent technicians.
  • If the defect is detected, the product is repaired or replaced, otherwise the transaction is cancelled if the product cannot be repaired in a reasonable time and the company cannot find another product of equivalent or better characteristics or equivalent value for replacement. In case of cancellation of the transaction, the refund of the original purchase is made in the same way as the customer’s original payment to the company.
  • In the event that 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 to proceed unilaterally and without any other means to a total or partial set-off of this claim against the customer.

Limitation of liability: The company is exempted from any obligation arising from Article 540 CC if it notified the Customer, and thus the Customer knew, of the lack or defect in the product, if with knowledge of the lack or defect in the product and because of this the Customer bought the product at a reduced price and if after the lack or defect in the product was discovered the Customer accepted the reduction of the price. In addition, the company does not provide a guarantee, nor does it guarantee protection for the suitability of the sold product for any specific purpose.

Responsibility – Capacity to act

Before placing the order, the buyer declares that he/she has the full legal capacity to contract in accordance with these General Terms and Conditions of Sale. The company cannot assume any liability with regard to the verification of the legal capacity of its visitors or buyers. Consequently, if a person does not have the legal capacity to order products from its Website, his/her legal representatives (parents, guardians) will assume responsibility for this order and especially for its repayment.

Limitation of Liability

The company shall not be liable for any loss or delay if the failure to meet its obligations is due to force majeure, i.e. events beyond the will and control of the company and which could not have been foreseen, as defined by Greek legislation.

The information provided by this website is provided “as is” and without warranties of any kind, express or implied, particularly regarding its accuracy, completeness or timeliness, non-infringement, availability, reliability of the information provided, products, accessories or services displayed on the Company’s Website. The Company cannot be held responsible for the products sold through its Website especially in the case of non-compliance with the instructions for use. 

In the context of good faith and business ethics, the company is not obliged to accept an order and conclude a sale of products and / or services that, due to a typographical or computer error, appear in the online store with an incorrect price, i.e. lower or higher than the price valid for the period in question. In the event that in an order such an error in the price is found in only part of the ordered products, then the order is valid and is executed normally for the remaining products and is considered not completed for the products in which the error was found, except in the case where the items in the order are related, are to be used as a single set and function as a unit with each other and the Customer declares that the partial fulfillment of the order does not serve his needs or interests, in which case the company must not be able to fulfill the order partially, and the Customer must not be able to fulfill the order partially.

In the event of incorrect delivery of non-ordered products or services, the unconditional acceptance of the products or the failure to inform the business and return the products cannot be considered as consent, acceptance or declaration of intention to purchase them. In the event that a return is requested by the business and the Customer delays returning such products for a period of more than seven (7) calendar days, then such refusal shall constitute a declaration of intent to purchase the items and the order shall be deemed to have been confirmed and the Customer shall pay the value of the items.

Partial Validity/Requirement

In the event that one or more of these General Terms and Conditions are in any way wholly or partially invalid under applicable law, then the affected terms or parts thereof shall not apply as a constituent part of the contract and the remaining terms shall normally apply between the parties. These General Conditions shall be considered by the parties to be essential and the parties agree to be bound by them and waive their right to contest any of them.