The user is entitled to withdraw from the contract without justification within an exclusive period of fourteen (14) calendar days from the date on which the user or a third party designated by the user receives the product.
In order to exercise the right of withdrawal, the user may either inform the company by email (eshop@forel.gr) or send his request by post to the address of the company by filling in the relevant return form that will be provided with the delivered product. In order to timely exercise the withdrawal right, it is sufficient that the user informs the company (using one of the two methods mentioned above) within the above period of 14 calendar days.
Specifically, in the event that the consumer exercises the right of withdrawal – cancellation or product replacement, free shipping applies exclusively to purchases made from Greece and Cyprus and only for the first time the above right is exercised, and only provided that the value of the returned product exceeds €60.00.
In the event that the value of the returned product(s) is equal to or less than €60.00, the consumer shall bear the return shipping costs, which are determined according to the courier company or method of shipment chosen by the consumer.
Furthermore, if the total order exceeds €60.00, but the consumer chooses to return product(s) with a value equal to or less than €60.00, the consumer will again be charged with the return shipping costs.
If the consumer exercises the above right additional times, they shall be charged both for the shipping costs of sending the product back to the company and for the shipping costs of resending the new product to the consumer, regardless of price (even if the order exceeds €60.00).
In this case, the consumer may choose the shipping company themselves and assumes responsibility for the shipment.
In case of exercise of the withdrawal right above, the company has to refund the the user within 14 days, as long as the company considers that the product returned is in proper condition (except for any additional initial delivery costs applying should the user has chosen any other delivery method than the basic and less expensive method offered by the company). The refund will take place using the same payment method used by the user for the initial transaction. Refunds for personalized products that have been processed specifically for a specific user can not take place. The company can withhold the refund either until it receives all the products back or receives proof of their return. It is worth noting that the user must return the product in the condition in which it was received, otherwise the user is responsible for any damage caused resulting in a reduction of the product’s value. In the event that the user wishes to replace a product, replacement may only take place if the product is available at a given time in the warehouse of the company's online store, the company not being responsible for any unavailability or inadvertently incorrect availability indication in the online store. In this case the company must inform the user without delay and either return the amount according to the above or propose replacement with any other product. For the replacement of the product, all the above conditions also apply to the refund (replacement within 14 calendar days, excellent condition of the returned product, examination by the company, etc.) Replacement for personalized products that have been processed specifically for the specific user can not take place.
In the unlikely event that the user considers that the product received is defective, the user may contact the company either by email or by filling out the special contact form and returning the product. After the company receives the product, it must thoroughly examine it and inform the user as soon as possible, regarding the condition of the product and its rights, whether they concern a refund or replacement with another product depending on availability. Refunds or replacements must be made within 14 calendar days of the day the company sends an informative email to the user regarding its review of the defective product. The refund will be made by the same method as the payment method used at the time of purchase.
