Return and Exchange Policy

Return & Exchange

1) Right of withdrawal

As a European consumer you have the right to return the products you buy within 14 business days from the date you or a third party you have designated received the products.

 

·         Returns are accepted only if the products are in the same condition in which you received them, i.e. they haven’t been unsealed or their packaging hasn’t been tampered with, along with the receipt or invoice of your order. Please return the products using or including the original packaging, instructions and any other documents that may have accompanied the products. 

·         Items that are part of a set cannot be returned separately.

 

2) Exercise of the right of withdrawal

To exercise your right of withdrawal (return of products), you can inform us by sending us an email to our email address shop@thallo.care or by contacting us at +30 211 111 3642. In order to withdraw in time, you only need to inform us about the exercise of your right of withdrawal before the expiry of the withdrawal period (within 14 calendar days). As consumers, you must send the products at your own expense in the excellent condition you received them without having been used, opened or broken (books), without undue delay and in any case within 14 calendar days. The return must be made through any courier company you wish, and it is recommended that it be tracked (tracking number-tracking), so that you can be sure of the delivery of the product(s) to us. The address to which the products to be returned should be sent is: 1 Zinodotou Street, Pangrati, Postal Code:11634, Athens, Greece.

 

In this case, our company will refund all money received, excluding delivery and return costs, without delay and in any case within 14 calendar days from the date we receive the products. The company will proceed with the refund using the payment method the consumer used at the time of purchase. Except in the case that you have paid by cash on delivery, in which case the refund will be made by bank deposit to the account indicated by you. 

 

3) Product replacement/exchange

Changes to another code are made at your own expense. In case you wish to change your product and replace it with another product, you can inform us by contacting us at +30 211 111 3642 about the product(s) you wish to return, as well as which product(s) you wish to replace them with, within 14 working days from the date you or a third party you have designated received the products. The return of the products must be made on your behalf through any courier company you wish. The address to which the products to be returned should be sent is: 1 Zinodotou Street, Pangrati, Postal Code:11634, Athens, Greece. Subsequently, once we receive the product(s) and make sure that they are in their original condition, we will send the parcel with the selected products to your door by courier.

 

 

4) Defective product:

If you believe that the product you ordered does not comply, at the time of delivery, with the terms of the Contract (defective product) you should contact us immediately by sending us an email to our email address shop@thallo.care, describing in detail the product and its defect and attaching the corresponding photos, in order to receive instructions for further action. The product, together with the receipt, is delivered for return to our partner courier company, free of charge. Subsequently, we carefully examine the returned product, confirm that the defect is not due to misuse, and inform you either by phone or email, within a reasonable period of time, whether you are entitled to a free replacement (if this option is available and the product is available), repair/care of the product or a refund. The replacement of the product, its repair or refund will be carried out as soon as possible and, in any case, within 14 days from the day we confirm that you are entitled to a replacement/repair of the defective product or a refund. In case of defective products, the amount paid will be refunded in full, including shipping costs and any other reasonable costs you have incurred in returning the product. Your refund will be made by the same method as the payment at the time of purchase. Except in the case that you have paid by cash on delivery, in which case the refund will be made by bank deposit to the account indicated by you.

 

Order Cancellation.

Cancellation of the order can be made in the following cases:

 

·         Before the order is completed, during the online order process you can cancel the order.

·         If the online order has been completed but the product has not yet been shipped, you can contact us and one of our associates will undertake the cancellation of your order.

·         If the payment is not completed within 3 days, the system will automatically cancel your order. This applies to orders for which payment by credit card or via PayPal has been selected as payment method.

Order delay:

The possible reasons that may affect the estimated delivery date of your order are:

 

A. The product is no longer available in our online store. In this case, we will contact you immediately in order to inform you about the availability of the product(s) and to suggest alternatives for your order.

B. In case it is impossible to contact you by telephone and/or email (if there is a problem with your order, either in relation to the product or in relation to its payment), because, for example, the details you have entered cannot be identified.

C. In times of extreme weather or strikes and in any case of force majeure that may affect the transport and delivery of your order.

 

D. In times of high demand and increased workload on our online store and courier companies.

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