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Product Return

For the Return of Products you may see the following Terms (Part of the Terms and Conditions of Use):

5.6 Product returns - Right of withdrawal for contracts concluded in distance (Law 2251/1994)

5.6.1 Product returns in the event of erroneous dispatch of unsolicited Products

In the event you elect to return the Product, even though you did not order it, within the stipulated period of seven (7) calendar days from the day the Company asked you to return the Product, the Product must be in excellent condition, unused and with its packaging intact; it should not have been unsealed or tampered with. In such cases, the Company will assume the cost of returning the Product to its own premises/flaghship store and the shipping cost to replace the Product, on the condition that you return the Products to us in the same manner and with the same shipping company as when you initially received them. In the event you unseal the Product or damage its packaging without due cause, or if the product has been used or is not in the perfect condition in which it was originally delivered, the Company reserves the right not to accept its return (and in that case you are obliged to pay the price for that Product) and not assume the costs as above, or to ask that you refund these costs if the Company has already paid them.

5.6.2 Right of withdrawal for contracts concluded in distance (Law 2251/1994)

You retain the right to return Products purchased from the e-shop and withraw from the purchase agreement, without being required to state the reasons, within fourteen (14) calendar days of receiving them (within thirty (30) calendar days for IQOS products), in accordance with Article 3(e) of Law2251/1994. Your withdrawal (hereinafter the “withdrawal”) is excercised under the following terms and conditions:

(a) In the event that you have ordered a number of items as part of one order but these were delivered separately, the above period begins from the date the last Product was received.

(b) The withdrawal is without reason and you are required to return the Product exactly in the condition in which you received it. Specifically, the returned Product must not have been used; it must be in "as new" condition, just as it was before its sale, with all of its original packaging (box, nylon wrapping, foam, etc.), which should not be torn or worn/damaged, and with all of the contents of the original package enclosed (instruction leaflets, specifications and warranties, connection cables, etc.). In addition, for a returned Product to be accepted, the original purchase document (retail receipt, invoice) must be presented by the person who originally purchased the Product and whose particulars appear on the purchase document.

(c) The returned Product will only be accepted if you first pay i) any amount the Company has been charged for shipping the Product to you, and ii) the expenses related to its return, which (return expenses) you will be charged with even if the Products have been delivered to you for free.

(d) The withdrawal statement is made in writing by filling out the related form here and sending it 
i) either to the Company's postal address as listed above, 
ii) or by fax to (+30) 2106715397, 
iii) or to the e-mail address,
The Company is required to acknowledge receipt of the withdrawal statement in writing as soon as it receives it.

(e) You are required to return the Product within fourteen (14) calendar days from the day upon which you notified us of the withdrawal and that we demonstrably were made aware of it. Returns are made to the Company's main store (in Koropi, Attica, at 1st Klm Koropiou-Markopoulou Av., GR-19 400). If you prefer, we can pick up the Product to be returned from you, at your expense. In any event, for orders placed via the e-shop, before you return the Product you may contact the Company’s Customer Service Department, either via phone (tel: +30 210 7622020) or by e-mail at

(f) Following receipt of the withdrawal statement and as long as the rest of the conditions of this article 5.6.2 are fulfiled, we are required to refund the amount we received from you for the returned Product. The price of the Product will be refunded to you no later than the same period of fourteen (14) calendar days from the date we were demonstrably notified of your withdrawal.

(g) A product sold with an additional gift must be returned with the gift; otherwise the value of the gift will be deducted from the refund amount.

(h) The right of withdrawal, the conditions thereof and its exercise are also governed by the provisions of Law 2251/1994, as in force from time to time, and any other (present or future) applicable legislation. 

5.6.3 Exceptions to the Right of Withdrawal

Exceptions to your right to withdraw, as outlined above, include but are not limited to:

(a) Cases in which the price of the Products has been paid at a physical Company store and the Products have also been received from a physical Company store, since such a sale would not be considered a distance sale and is therefore not subject to the protective provisions of Law 2251/1994.

(b) Products which may not be returned for reasons of health protection or hygiene, and which have been unsealed upon delivery. This class of Products expressly and without exception includes the e-cigarette liquid refills, the return of which the Company will not accept once they have been delivered to you. 

(c) Exceptions to the right of withdrawal, the conditions thereof and its exercise are governed by the provisions of Article 3(12) of Law2251/1994, as in force from time to time, and any other (present or future) applicable legislation. 

5.6.4 Refund

(a) Once the Company receives the Product to be returned and the designated department of the Company confirms that all the conditions set out in articles 5.6.1 and 5.6.2 are fulfilled, you will receive a refund within thirty (30) business days as described below in detail. Once the refund is transferred to your bank account, it might take a few days (depending each time on the bank you indicated) for the transaction to appear in your account.

(b) If your order is delivered to a destination within the European Union, all taxes (VAT) will be refunded. If your order is delivered to a destination outside the European Union, the duties and taxes cannot be refunded. In any case, you can recover these costs by contacting the local customs office directly. Since this option may not be available in all countries, we recommend that you use a customs broker if you want to refund the amount of customs duty for returned products.

(c) In the event of Product returns under the terms of articles 5.6.1 and 5.6.2, you will be notified via e-mail for your refund as follows:

(i) if payment has been made either by PayPal or by credit card or by depositing the money in one of the bank accounts listed below in Article 5.11: The money will either be credited to the debit/credit card you used during the transaction or by remittance to the bank account you indicated when you deposited the money or notified us later.

(ii) in case of payment made by cash on delivery: The money will be credited to the bank account you will indicate to us for this purpose by contacting the Customer Service Department.

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