Return Policy

Return Policy & Right of Withdrawal

1. Defective Products or Incorrect Delivery

In the event that you receive a product with an actual defect, a product that does not conform to the contract, or a different product from the one you ordered, please contact smile-pharmacy.gr at 211-8009093 or via email at [email protected], so that we can assist you immediately.

In cases of defective or incorrectly delivered products, smile-pharmacy.gr bears the cost of return and, depending on the case and in accordance with the provisions of applicable law, proceeds with replacement, repair, price reduction, or refund.

For your better service, please keep the product, packaging, accessories, and the relevant document, so that the necessary check can be carried out.

The consumer's legal rights in case of non-conformity of the product with the contract are not limited by this policy.

2. Unconditional Right of Withdrawal

In accordance with current consumer protection legislation, in distance contracts the consumer has the right to withdraw from the contract without stating reasons, within 14 calendar days from the day on which he or a third party indicated, other than the carrier, acquired physical possession of the goods.

The withdrawal declaration can be submitted in writing, including via email, with a clear statement that you wish to withdraw from the contract.

To exercise the right of withdrawal, no specific reason is required.

Product Condition

The consumer must return the products without undue delay and, in any case, within 14 calendar days from the day on which he announced his decision to withdraw.

The consumer is only liable for any diminished value of the products resulting from handling beyond what was necessary to determine the nature, characteristics, and functioning of the products.

For this reason, it is recommended to return the products in their original condition, with all accessories and in their original packaging.

Return Expenses

In case of unconditional withdrawal, the direct cost of returning the products is borne by the consumer, unless smile-pharmacy.gr has agreed otherwise or has not previously informed the consumer that they would be charged for these costs.

The consumer can return the product with the courier company of their choice, at their own expense, or follow the return procedure through the cooperating courier company indicated by smile-pharmacy.gr.

3. Exceptions to the Right of Withdrawal

The unconditional right of withdrawal does not apply in cases expressly provided for by applicable law.

In particular, the right of withdrawal does not apply, among others, in the following cases:

• Products that can be altered or expire shortly due to their nature and the need to preserve their quality and safety. This category may include, depending on their nature and specific characteristics, certain foods, baby and children's foods, dairy products, and products requiring special storage conditions.
• Sealed products that, for health protection or hygiene reasons, are not suitable for return and whose seal has been broken after delivery to the consumer.
• Products that, after delivery, due to their nature, have been inseparably mixed with other goods.
• Any other category of products or case for which applicable law expressly provides an exception to the right of withdrawal.

The exception to the right of withdrawal applies based on the nature, characteristics, and condition of the specific product and in accordance with the respective applicable legal provisions.

4. Methods of Product Returns

Every return is made after prior contact with the customer service department of smile-pharmacy.gr.

Orders collected from a physical store

For orders received from the physical store, the return can be made at the store, in accordance with the applicable terms and legislation.

Orders delivered via courier

The return can be made:

• through the cooperating courier company, with the relevant charge borne by the consumer where provided for by this policy, or
• through any other courier company of the consumer's choice, at their own expense.

In the case of a defective, non-conforming, or incorrectly delivered product, the cost of return is borne by smile-pharmacy.gr.

5. Refund

In the event of a valid exercise of the right of withdrawal, smile-pharmacy.gr refunds to the consumer the amounts received in the context of the transaction, including, where provided, the costs of the initial delivery.

If the consumer had chosen a delivery method more expensive than the cheapest standard delivery method offered by smile-pharmacy.gr, the additional charge resulting from this choice is not refunded.

The refund is made without undue delay and in accordance with the time limits provided for by applicable law. In the case of product returns, smile-pharmacy.gr may withhold the refund until it receives the products.

The refund is made, in principle, by the same means of payment used for the initial transaction, unless otherwise agreed with the consumer.

In the case of initial payment by cash on delivery, the refund can be made via bank deposit to an account indicated by the consumer.

6. Non-Receipt of Order

The non-receipt of an order by the consumer does not automatically constitute the exercise of the right of withdrawal.

If the consumer no longer wishes to proceed with their order, they are requested to inform smile-pharmacy.gr, so that the relevant declaration can be recorded and the prescribed procedure followed.

In the case of a parcel return due to non-receipt, smile-pharmacy.gr reserves the right to request from the consumer the direct costs of returning the parcel, where permitted by applicable law and depending on the circumstances of the specific order.

This provision does not limit the consumer's right to exercise the legal right of withdrawal with a clear declaration to smile-pharmacy.gr.