Our first and foremost concern is that the customer is always satisfied. In this direction, our policy on returning or exchanging products focuses on the points below, provided that the original receipt is always presented in all cases.
We accept product returns and exchanges for the same or other products of equivalent value within 7 days of their initial purchase. This policy applies to all products, except those mentioned below.
In the event that the product is not in the condition in which it was purchased, ALPAN ELECTROLINE LTD has the right to charge 15% of the value of the product.
It is clarified that there are no refunds, but you can exchange your product for other products of equivalent value, provided that the product is in the condition in which it was purchased.
No returns or exchanges are made for delivery and/or installation charges, damaged or abused products, used products such as washing machines, dryers, refrigerators, ovens, stoves, microwave ovens, small household appliances, CDs, cables, DVDs, memory cards, game titles and software that have been opened from their packaging. Furthermore, no exchanges are made for products manufactured according to the consumer’s specifications and/or personalized products, for products that may deteriorate or expire soon, for products that are sold sealed and which are not suitable for return for health protection or hygiene reasons, and which have been unsealed, for products that, due to their nature, are inseparably mixed with other elements. Additionally, no returns are made on sales of sealed audio recordings or sealed video recordings or sealed computer software that were unsealed after delivery.

The customer is obliged upon receipt to unpack and check the products to confirm the absence of external, aesthetic defects, and in the event that there are any, he is entitled to reject the receipt of the item and return it to the distributor. AND to report the existence of aesthetic defects within a period of fifteen (15) calendar days from receipt of the item, while in the event of the expiry of this period, he loses all relevant rights. The COMPANY is obliged to replace this item with a new one in a short time. In the event of unconditional receipt of the item, it is considered that it was delivered in excellent external condition without aesthetic defects.

Unless the exceptions listed below apply, the consumer may, within a period of fourteen (14) days, withdraw from the distance contract or the off-premises contract without giving reasons and without any charge other than those provided for below in the second paragraph under the title ”Obligations of the trader in case of withdrawal” and in the paragraphs under the title ”Obligations of the consumer in case of withdrawal”.
The withdrawal period shall expire fourteen (14) days:
(a) from the date of conclusion of the contract, for service contracts;
(b) for sales contracts, from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the goods or:
(i) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the last good, in the case of several goods ordered by the consumer in one order and delivered separately,
(ii) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the last lot or piece, in the case of delivery of a good consisting of from several lots or several pieces,
(iii) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the first good, in the case of a contract for regular delivery of goods over a specified period;
The parties may perform their contractual obligations during the withdrawal period.

Unless the exceptions listed below apply, the consumer may, within a period of fourteen (14) days, withdraw from the distance contract or the off-premises contract without giving reasons and without any charge other than those provided for below in the second paragraph under the title “Obligations of the trader in case of withdrawal” and in the paragraphs under the title “Obligations of the consumer in case of withdrawal”.

The withdrawal period shall expire fourteen (14) days:

(a) from the date of conclusion of the contract, for service contracts;

(b) for sales contracts, from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the goods or:

(i) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the last good, in the case of several goods ordered by the consumer in one order and delivered separately,

(ii) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the last lot or piece, in the case of delivery of a good consisting of several lots or several pieces,

(iii) from the day on which the consumer or a third party indicated by him, other than the carrier, acquires physical possession of the first good, in the case of a contract for the regular delivery of goods over a specified period;

The parties may perform their contractual obligations during the withdrawal period.

Exercise of the right of withdrawal

Before the expiry of the withdrawal period, the consumer shall inform the trader of his decision to withdraw from the contract. To this end, the consumer may-

(a) either use the model withdrawal form, which he will find on our website

(b) or make any other clear statement indicating his decision to withdraw from the contract.

The consumer has exercised the right of withdrawal within the withdrawal period if the communication of the exercise of the right of withdrawal is sent by the consumer before the expiry of the period.

The trader may, in addition to the possibilities mentioned above, provide the consumer with the option to fill in and submit electronically either the model withdrawal form set out on our website, or any other clear statement found on the trader’s website. In such cases, the trader shall communicate to the consumer confirmation of receipt of this withdrawal on a durable medium without delay.

The consumer shall bear the burden of proof that he has exercised the right of withdrawal under this Article.

The exercise of the right of withdrawal terminates the obligations of the contracting parties:

(a) to perform the distance or off-premises contract or

(b) to conclude a distance or off-premises contract in cases where an offer was submitted by the consumer.

The trader shall reimburse any payment received from the consumer, including, where applicable, the costs of delivery, without undue delay and in any event not later than 14 days from the day on which he is informed of the consumer’s decision to withdraw from the contract. The trader shall reimburse the consumer using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer does not bear any costs resulting from the reimbursement.

By way of derogation, the trader is not required to reimburse additional delivery costs if the consumer has expressly chosen a delivery method other than the cheapest standard delivery method offered by the trader.

Unless the trader has offered to collect the goods himself, in the case of sales contracts, the trader may withhold the refund of the price until he has received the goods back or until the consumer has provided evidence that he has sent the goods back, whichever is the earlier.

Unless the trader has offered to collect the goods himself, the consumer shall return the goods or hand them over to the trader or to a person authorised by the trader to collect the goods, without undue delay and in any event not later than fourteen (14) days from the day on which he communicated his decision to withdraw from the contract to the trader. The deadline shall be met if the consumer sends back the goods before the expiry of the fourteen (14) day period. The consumer shall bear only the direct cost of returning the goods, unless the trader has agreed to bear these costs himself or the trader has failed to inform the consumer that the consumer must bear them. In the case of off-premises contracts, if the goods have been delivered to the consumer’s home at the time of conclusion of the contract, the trader shall take delivery of the goods at his own expense, provided that the goods are not, by their nature, normally capable of being returned by post.

The consumer shall be liable for any diminished value of the goods only as a result of the handling of the goods other than that which is necessary to establish the nature, characteristics and functioning of the goods. The consumer is in no way liable for any reduction in the value of the goods when the trader has not provided notification of the right of withdrawal.

Without prejudice to article 15 of the Consumer Credit Contracts Law, as amended or replaced from time to time, if the consumer exercises his right of withdrawal from a distance contract or an off-premises contract in accordance with the above paragraphs, any related contracts shall automatically terminate, without any cost to the consumer, unless the consumer has expressly chosen a delivery method other than the cheapest standard delivery method offered by the trader and except for the conditions listed above under the title ‘‘Obligations of the consumer in case of withdrawal’’. The trader must, in a case in which the related contracts are performed by a person other than himself, upon receipt of the notification of withdrawal from the contract, immediately inform the other person accordingly.

Without prejudice to Article 15 of the Consumer Credit Contracts Law, as amended or replaced from time to time, if the consumer exercises his right of withdrawal from a distance contract or an off-premises contract in accordance with the above paragraphs, and the price is covered, either in whole or in part, by credit granted to the buyer by the trader or a third party, based on an arrangement between the third party and the trader, then the credit agreement is automatically terminated and the consumer is not subject to any costs. The trader must, in a case where the creditor is a person other than himself, upon receipt of the notification of withdrawal from the contract, immediately inform the creditor accordingly.

The right of withdrawal, provided for above in distance and off-premises contracts, is not provided in the following cases:

(a) In service contracts after the service has been fully provided, if the performance has begun with the consumer’s prior express consent and with his acknowledgement that he will lose his right of withdrawal once the contract has been fully performed by the trader;

(b) In the supply of goods or the provision of services the price of which depends on fluctuations in the money market which the trader cannot control and which may occur within the withdrawal period;

(c) In the supply of goods manufactured according to the consumer’s specifications and/or personalised goods;

(d) In the supply of goods which may deteriorate or expire soon;

(e) To the supply of sealed goods which are not suitable for return, for reasons of health protection or hygiene, and which have been unsealed after delivery;

(f) To the supply of goods which, after delivery, due to their nature, are inseparably mixed with other items;

(g) To contracts under which the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance work. If, in the event of such a visit, the trader provides services additional to those specifically requested by the consumer or goods beyond those necessary to be used in carrying out maintenance and/or repair work, the right of withdrawal shall apply only to those additional services or goods.

(h) The supply of sealed audio recordings or sealed video recordings or sealed computer software, which were unsealed after delivery;

(i) The supply of newspapers and all types of periodicals, excluding subscription contracts for the supply of such publications;

(j) Contracts for the supply of digital content which is not supplied on a tangible medium, provided that the performance has begun and provided that the contract provides for the consumer’s obligation to pay a price, in the event that- (i) the consumer has given his prior express consent so that the performance of the contract may begin during the period of validity of the right of withdrawal; (ii) the consumer has acknowledged that he consequently loses his right of withdrawal; and (iii) the trader has provided the confirmation provided for in subsection (2) of article 18 or in subsection (7) of Article 19 of the Consumer Protection Law of 2021 (112(I)/2021)

(k) In service contracts which impose on the consumer the obligation to pay a price, when the consumer has specifically requested a visit from the trader for the purpose of carrying out repairs; in this case, the consumer loses the right of withdrawal, after the full provision of the service, provided that the performance began with the consumer’s prior express consent:

It is understood that the exceptions to the right of withdrawal provided for in paragraphs (a), (b), (c) and (d) do not apply in the case of contracts concluded in the context of unscheduled visits by a trader to the consumer’s home or excursions organized by a trader with the aim of promoting or selling products to consumers.

FIND THE WITHDRAWAL FORM HERE

The customer is obliged upon receipt to unpack and check the products to confirm the absence of external, aesthetic defects, and in the event that there are any, he is entitled to reject the receipt of the item and return it to the distributor, otherwise to report the existence of aesthetic defects within a period of fifteen (15) calendar days from receipt of the item, while in the event of the expiry of this period, he loses all relevant rights. The COMPANY is obliged to replace this item with a new one in a short time. In the event of unconditional receipt of the item, it is considered that it was delivered in excellent external condition without aesthetic defects.

The return of products is charged to the COMPANY in the following cases: -In all cases in which other than the items sold are delivered, by type or quantity. -In the event that upon delivery the item has a damaged packaging, completely or in most of its part. -In the event that it is found that the item has a manufacturing defect (provided this is confirmed by the authorized repairer who provides the guarantee of good operation) or a lack of quality, which quality has been previously agreed in writing with the COMPANY. -In the case of damaged packaging, the customer must not accept receipt of the product from the beginning and request its replacement, after consultation with the COMPANY. In cases of return at the company’s expense, the products must be returned in the condition in which they were received by the customer and at the agreed time. Any delay on the part of the customer is only justified for reasons of force majeure, otherwise the right to replacement based on this term is forfeited. In all cases, the return of the product to be replaced must be made together with all the documents that accompanied the product (e.g. Receipt, Proof of Receipt, etc.) and its complete packaging (unless it is a defect that was discovered later after delivery and the packaging is not present or also except in the case of a product whose packaging was received by the distributors upon delivery of the item). The return of the products at the COMPANY’s expense will be carried out either by the COMPANY’s personnel and means of transport or by courier. In case of return of the products, depending on the case, a repair or replacement will be carried out, otherwise the transaction will be canceled if the customer legally rejects the two previous ones, so, provided that the products have been previously received and checked by the COMPANY, in case of cancellation, the refund to the customer will be made in the same way as their payment was made with the care of the COMPANY. In particular, in case of debiting via credit card, the COMPANY will be obliged to inform the issuing Bank of the cancellation of the transaction and the bank will then proceed with any action provided for based on the contract it has drawn up with the customer without any further liability of the COMPANY. Following this information, the COMPANY bears no responsibility for the time and manner of execution of the reversal, which is regulated by the aforementioned contract. The return will be made no later than seven (7) working days of both the product and the price. 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 party to a total or partial offset of this claim against the customer.

The products available from the COMPANY are durable products that carry all the necessary certification of safe operation. The products are accompanied by written instructions for use (except for simple-to-use products) and a written guarantee of good operation for a reasonable period, in the Greek language. The warranty form always includes the name and address of the guarantor, the product to which the warranty refers, its exact content, its duration, its local scope of validity, as well as the rights provided by applicable law. The warranty of the device has a duration according to the manufacturer from the date of purchase and allows the free repair of the problem, as long as the following conditions are met: -The warranty of the agency and the proof of purchase of the device are in place. -The fixed elements of the device (Serial No.) have not been altered -The damage is not excluded based on the manufacturer’s warranty form.