For any case of a need of change, replacement or return of products, order cancellation, after sales service, withdrawal and any related question, please contact our Customer service department at tel. No: 00306909148200 from Monday to Friday 9:00 – 17:00 (working days), e-mail: firstname.lastname@example.org.
You can cancel your order without any further charges, as long as the products have not been delivered for shipment. If you cancel your order after delivery of the products to be shipped, then you will be charged with the shipping costs from Sitholia to you as well as the costs of returning the products to our store. Contact our Customer service department at tel. No: 00306909148200, e-mail: email@example.com to cancel your order and get a refund of your money (if you have already paid for the products).
If you wish to change a product it must be in a perfect condition and it must be accompanied by the relevant documents (e.g., Receipt, Invoice etc.), labels, accessories etc (e.g. packing materials) just as they were when you received them and as long as they have been retained by you in the appropriate storage conditions until their return.
Discrimination depending on the reason of product change/return:
1) Defective Products or false shipment.
If you purchased a defective product from our e-shop, or you received a non-ordered product, please contact our Customer service department at tel. No: 00306909148200, e-mail: firstname.lastname@example.org to inform you about all available options. You can return the products provided you receive a confirmation e-mail stating that Sitholia accepts the specific return.
2) Non-Defective Products
If you wish to return non-defective Products and get a refund of your money you can exercise the right of withdrawal, if the products are suitable for return.
Right of withdrawal
If you are a consumer, according to the following definition, then you have the right to withdraw from a contract with Sitholia within 14 days, without giving any reason.
“Consumer” means any natural person who, in contracts with SITHOLIA, is acting for purposes which are outside his trade, business, craft or profession.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform “SITHOLIA”, address: Polygyros Chalcidice Greece, Vatopedi, P.C. 63071, e-mail: email@example.com, of your decision to withdraw from your contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. The products purchased must be returned in perfect condition accompanied by the relevant documents for sale (receipt – invoice).
Exceptions from the right of withdrawal:
i) Goods which are liable to deteriorate or expire rapidly,
ii) Sealed goods which are not suitable for return due to health protection or hygiene reasons that were unsealed after delivery,
iii) Goods made to the consumer’s specifications or clearly personalised,
iv) Goods which are, after delivery, according to their nature, inseparably mixed with other items,
v) Alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the actual value of which is dependent on fluctuations in the market which cannot be controlled by Sitholia.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature and the characteristics of the goods.
In particular for refunding:
In any event where the refund is not possible or may occur more expenses for Sitholia because of the way of payment you used in the original transaction, any refund of money in case of withdrawal shall be made – upon mutual agreement – by deposit to your bank account.
Refunds of payments made through payment service providers (eg paypal, viva wallet, credit card) may be charged by these providers with fees and commissions, based on each provider’s cancel/refund policy.
Process of Returning products
As a prerequisite for returning products is to be owned, by the customer, the relevant purchase document that proves the transaction (e.g., Receipt, Invoice etc.). The products should be returned in the same good condition you received them and as long as they have been retained by you in the appropriate storage conditions until their return. Products must be accompanied by the relevant documents, labels, accessories etc (e.g. packing materials, receipt). Please be careful when handling our products.
You can send the products to our e-shop “SITHOLIA”, address: Polygyros Chalcidice Greece, Vatopedi, P.C. 63071. Please pack the products in the box in which the order was received. In the package a completed form of withdrawal, and the receipt / invoice, should be placed, and then the parcel should be sent to us. You are advised to send the products via the courier agency from which the order was originally received.
In case of repeated returns made by a consumer, the Sitholia reserves the right to refuse the return of products, due to overuse of the right of withdrawal/replacement of our products. In that event, the consumer shall be charged with any additional cost incurred.
If the above-described legal process is not followed or any legal requirements are not fulfilled in order to accept the return of any product, then said product shall be returned to the consumer, who shall be charged with the cost of packaging and shipping to said consumer.
Complaint Handling Policy
The professional staff of Sitholia is at your service at any time, before and after the delivery of our products, ready to solve any problem and question. Via e-mail at firstname.lastname@example.org or tel. No: 00306909148200, you can report the problem you are experiencing with any of the services and products we provide.