Returns, Exchanges and Right of Withdrawal

We want you to be completely satisfied with your purchase. Below you can find information about the procedure for returning or exchanging products, as well as your statutory right of withdrawal for purchases made through our online store.

1. Right of Withdrawal

If you are a consumer and made your purchase through our online store, you have the right to withdraw from the sales contract, without giving any reason, within fourteen (14) calendar days.

The withdrawal period begins on the day after the day on which you, or a third party designated by you other than the carrier, acquired physical possession of the product.

In the case of an order containing several products that are delivered separately, the withdrawal period begins on the day after you receive the final product.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement before the above deadline expires. You may submit your request through the [Withdrawal Request Form – add link here] or contact us:

It is sufficient for the withdrawal statement to be sent before the expiry of the 14-day period. We recommend keeping proof of submission or dispatch of your request.

2. Returning the Product Following Withdrawal

After submitting your withdrawal statement, you must return the product without undue delay and, in any event, within fourteen (14) calendar days from the day on which you informed us of your decision.

The product must be returned to:

Fest
9 Andrea Metaxa Street, Kifisia, 145 64, Greece
+302106299999

The deadline is considered to have been met if the product is dispatched before the 14-day period expires.

The direct cost of returning the product is borne by the consumer, unless:

  • we have expressly agreed to cover the cost,
  • the product is being returned because it is defective, was damaged before delivery, or does not correspond to the order,
  • or we had not previously informed the consumer that they would be responsible for the return shipping cost.

Shipments sent cash on delivery or charged to the company will not be accepted unless prior arrangements have been made with us.

The consumer is responsible for packaging the product appropriately so that it is protected during transportation. We recommend using a shipping method that provides tracking information and proof of delivery.

3. Condition of the Returned Product

The consumer may inspect the product only to the extent that they would be able to inspect it in a physical store, to establish its nature, characteristics and functionality.

The consumer is liable for any reduction in the value of the product only where such reduction results from handling beyond what is necessary for the above inspection. For example, using the product for cooking or consumption, damage, scratches, stains, dents or missing accessories may result in a reduction in the amount refunded.

Where possible, please return the product together with:

  • its original packaging,
  • all accessories, manuals and accompanying items,
  • and the purchase receipt or other information identifying the order.

The absence or opening of the original packaging does not, in itself, invalidate the right of withdrawal. However, it may be taken into account if it has demonstrably resulted in a reduction in the value of the product.

4. Refunds

In the event of a valid withdrawal, we will refund all payments received for the returned products, as well as the cost of the least expensive standard delivery method offered by us for the original delivery.

If you selected a more expensive or faster delivery method, the additional cost will not be refunded.

The refund will be made without undue delay and no later than fourteen (14) calendar days from the day on which we were informed of your decision to withdraw.

However, we may withhold the refund until:

  • we have received the products, or
  • you provide us with evidence that you have sent them back,

whichever occurs first.

The refund will be made using the same payment method used for the original transaction, unless you expressly agree to another method. No fee will be charged for the refund.

In the case of partial withdrawal, meaning that only some of the products in an order are returned, the original delivery cost will be refunded only if and to the extent that it would have been avoided had the returned products not been included in the original order.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases excluded by law. By way of example, it does not apply:

  • to products made to the consumer’s specifications or clearly personalised,
  • to products that are liable to deteriorate or expire rapidly,
  • to sealed products that are not suitable for return for health protection or hygiene reasons where they have been unsealed after delivery,
  • and to products which, after delivery, have become inseparably mixed with other goods.

Any exception applies only where the statutory conditions are actually met. The fact that a product is intended for use in the kitchen or comes into contact with food does not, in itself, mean that it is excluded from the right of withdrawal.

6. Product Exchanges

The exchange of a non-defective product for another product does not constitute a separate statutory right beyond the right of withdrawal. It is offered by our company as a commercial convenience, subject to the following conditions:

Exchanges of non-defective products are accepted within 14 days of receipt, subject to prior communication with us. The customer is responsible for the cost of returning the product and shipping the replacement product. The exchange is subject to availability of the new product. Any price difference must be paid by the customer.

The above optional exchange policy does not restrict the statutory right of withdrawal.

7. Defective, Damaged or Incorrect Products

The right of withdrawal is separate from the consumer’s rights where a product is defective, does not conform to the agreed characteristics, has been damaged before delivery or a different product from the one ordered has been delivered.

In such cases, please contact us as soon as possible at [email/phone], quoting your order number and describing the issue. Where helpful, you may attach photographs of the product and its packaging, without this limiting your statutory rights.

The company is liable in accordance with the applicable provisions concerning the statutory guarantee and lack of conformity of the product. Depending on the circumstances and the applicable statutory requirements, the consumer may be entitled to have the product repaired or replaced, receive a price reduction, or terminate the contract and receive a refund.

The return of a product that is proven to be defective, damaged, or incorrect will be made at no cost to the consumer.

8. Scope of Application

The statutory right of withdrawal applies to distance sales made to consumers. It does not apply in the same way:

  • to purchases completed exclusively in a physical store,
  • or to purchases made in the course of a professional or commercial activity.

For purchases made in a physical store, the return or exchange of a non-defective product is available only where provided for under the company’s commercial policy. Statutory rights concerning defective or non-conforming products remain unaffected.