Comarch Member Portal

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RETURN POLICY OF ONLINE PURCHASES
External – Aesthetic Defects

The customer is obliged upon delivery to unbox and check the products in order to confirm the absence of external, aesthetic defects, and in the event that there are such defects, the customer is obliged to reject the receipt of the item and to return it to the delivery person, otherwise to announce the existence of aesthetic defects within a time limit of ten (10) calendar days from the delivery of the item, while in the event of a lapse of this time limit the customer loses every relative right and it is considered that the aesthetic defect was caused after the delivery. In the event of a timely declaration, the COMPANY is obliged, within a short time period, to proceed to the replacement of this item with another without the external, aesthetic defect. In the event of unreserved acceptance of the item, it is considered that this was delivered in an excellent external condition without aesthetic defects.

Returns of products at the charge of the COMPANY

The return of products is charged at the expense of the COMPANY
  1. In all cases when other products than the ones sold are delivered, by item or quantity.
  2. In the event that upon the delivery the item has a packaging that is damaged, completely or in most of its part.
  3. In the event that it is ascertained that the item bears a manufacturing defect (if this is certified by the authorized repairer, who provides the warranty of good operation) or lack of a feature that has been previously stipulated in writing with the COMPANY.
  4. In the event of damaged packaging, the customer is entitled not to accept the delivery of the product from the beginning and request its replacement, in consultation with the COMPANY.
  5. In the cases of return at the charge of the company, the products must be returned in the state in which they were received by the customer and at the time that was agreed. Any eventual delay on the part of the customer is justified solely for reasons of force majeure, otherwise the right for the replacement on the basis of the present term is lost.
  6. In all cases the return of the product to be replaced should be made with all the documents that accompanied the product (e.g. consignment note, Retail Receipt, etc.) and its complete packaging (unless in the case of a defect that was ascertained after the delivery and the packaging does not exist or moreover except in the case of a product the packaging of which was omitted by the delivery person upon the delivery of the item). The return of the products at the charge of the COMPANY shall be made either by the COMPANY’s personnel and means of transport or via courier or at one of the stores maintained by the COMPANY.
  7. Upon the return of the products, in case of a manufacturing defect or lack of a feature that was agreed upon in writing and depending on the case, a repair or a replacement shall be made, otherwise a cancellation of the transaction, if the customer is legally rebutting the previous two cases, in which case, provided that the products have been previously received and checked by the COMPANY, in the event of a cancellation, any eventual EKO SMILE points, which had been used, shall be credited and the money shall be refunded to the customer in the same way as their payment was made (to wit by refund in cash in the event that the purchase had been paid in cash, by cancellation of the charge of a debit / credit card, in the event of a purchase with the charge of such a card, etc.) at the COMPANY’s care. More specifically, in the event that the value of the purchase was charged via a debit / credit card, the obligation of the COMPANY for the  refund of the amount is exhausted by the declaration of the cancellation of the transaction to the bank cooperating with it, which serves the COMPANY’s transactions (which subsequently, if it is not the one that issued the said debit / credit card, shall transmit the notification for the cancellation of the transaction to the bank that issued the card in order for this to proceed to the cancellation of the charge on the basis of the policy that it applies from time to time and the contract that it has concluded with the customer). The COMPANY following this notification to the cooperating bank, shall bear no liability for the time and the manner of carrying out the reversal, which is decided by the bank issuing the debit / credit card, and which is regulated by the afore-mentioned contract between the bank and the customer.
  8. In the event of payment in cash, if the customer had chosen the option “pickup from a store”, the refund of the price will be refunded to them by the store where they made the receipt of the product. Both the return of the product as well as the refund of the price shall be made at the latest within fourteen (14) working days (the refund from the day the product is returned).
  9. In the event that the products are returned damaged or incomplete, the COMPANY has the right to request compensation from the customer, the amount of which shall be determined by the state of the products and it shall unilaterally and without anything else proceed to a total or partial offsetting of its claim against the customer as to the collected price.
Returns of products, which are considered defective upon delivery (DOA) at the charge of the COMPANY

  1. In the event that any product / products is / are ascertained to be defective upon its / their delivery to the customer (hereinafter referred to for brevity as DOA), its / their return shall be also made at the charge of the COMPANY.
  2. In this case, the return of the defective product / products may be made either by the customer themselves at any store that the COMPANY maintains throughout Greece, or by sending this / them, with the COMPANY being charged the costs of its receipt, by means of its absolute choice and following a consultation between the customer and the COMPANY’s personnel.
  3. The return of the products, which are considered defective upon delivery – dead on arrival (DOA), shall be made by a statement on the part of the customer within seven (7) calendar days from their delivery to the customer for mobile telephones, and within ten (10) calendar days from their delivery to the customer for the other product categories. At the same time, the product should not bear wear or damages by the fault of the owner, besides the defect diagnosed, and it must have all the original documents that accompanied the product (e.g. Consignment Note, Retail Receipt, etc.), all its accessories and its complete packaging. The ascertainment of the manufacturing defect is always made by a technical inspection of the device.
  4. In the event of a return of the products (DOA) and provided that they have been previously received and checked by the COMPANY, a replacement of the item shall be made by an identical device (in state and characteristics, etc.) otherwise, in the event that the customer is rebutting the replacement on the basis of law, a credit of the eventual EKO SMILE points that had been used shall be made, as well as a refund of the money to the customer in the way in which they paid the price of the purchase (to wit by refund in cash in the event that the purchase had been paid in cash, by cancellation of the charge of a debit / credit card, in the event of a purchase with the charge of such a card, etc.) at the COMPANY’s care. More specifically, in the event that the value of the purchase was charged via a debit / credit card, the obligation of the COMPANY for the  refund of the amount is exhausted by the declaration of the cancellation of the transaction to the bank cooperating with it, which serves the COMPANY’s transactions (which subsequently, if it is not the one that issued the said debit / credit card, shall transmit the notification for the cancellation of the transaction to the bank that issued the card in order for this to proceed to the cancellation of the charge on the basis of the policy that it applies from time to time and the contract that it has concluded with the customer). The COMPANY following this notification to the cooperating bank, shall bear no liability for the time and the manner of carrying out the reversal, which is decided by the bank issuing the debit / credit card, or which is regulated by the afore-mentioned contract between the bank and the customer.
  5. Both the return of the product as well as the refund of the price shall be made at the latest within fourteen (14) working days (the refund of the price in the above ways within fourteen – 14 - days from the return of the product to the COMPANY).
Right of withdrawal

  1. From the day that the customer submits the order and until the lapse of fourteen (14) calendar days from the delivery, the customer is entitled to withdraw from the sale.
  2. This withdrawal is unjustified and without any charge for the customer and if the item has been already delivered the customer is obliged to return the product without this having been used, exactly in the state in which the customer received it, with all its accessories, the forms that accompany it and its packaging in an excellent state. The return of the item is being accepted solely if the purchaser has firstly paid any amount charged by the company for the shipment of the item to the customer and
  3. the shipping costs for the return of the item. There is no case of withdrawal if the customer has used or activated the item even once, in which case the product is now considered as used.
  4. The notice of withdrawal is exercised in writing or even electronically and the COMPANY is obliged to send a confirmation of receiving the notice of withdrawal as soon as it receives this. You shall find a sample of a printed notice of withdrawal here.
  5.  Following the notice of withdrawal, the COMPANY is obliged to refund the price and to credit any eventual EKO SMILE points, which had been used.
  6.  The refund of the price to the customer shall be made in the event that the purchase was paid by charging a debit / credit card in the following way: the COMPANY shall be obliged to notify the bank with which it cooperates for carrying out these transactions with respect to the cancellation of the said transaction (and this bank subsequently, if it is not the bank that issued the said debit / credit card, shall transmit the notification for the cancellation of the transaction to the bank that issued the card, which bank shall proceed to the cancellation of the charge on the basis of the policy that it is applying from time to time and the contract that it has concluded with the customer). The COMPANY, following this notification to the cooperating bank, shall bear no liability for the time and the manner of carrying out the reversal, which is decided by the bank issuing the debit / credit card, and which is regulated by the afore-mentioned contract between the bank and the customer.
  7. In the event of payment in cash, the refund will be made by returning the amount to the customer from the store where the product was received.
  8.  Both the return of the product as well as the refund of the price shall be made at the latest within fourteen (14) working days (the refund of the price within fourteen – 14 - days from the return of the product).
  9. Shipping costs are not refunded only if the customer had chosen a delivery method other than the cheapest standardized delivery method offered by the COMPANY. Moreover, the customer is obliged (unless the supplier has offered to take delivery of the goods themselves) to return the products within 14 calendar days from the day on which the customer notified the withdrawal.
  10.  The COMPANY is entitled to rebut the notice of withdrawal if the item is not offered for return legally and duly, to wit in the state in which it was delivered and not used. The customer, if the COMPANY at its discretion and by way of derogation accepts the return of a used item in view of a withdrawal, is liable to compensate the company for the reasonable reduction in the  value of the item, due to its use. The COMPANY is entitled to agree on its compensation with the customer, even by a mutual offset.

Exceptions to the withdrawal

There is NO withdrawal in:

•    Products that are not suitable for return for reasons of health protection or for hygiene reasons and which have been unsealed after the delivery, such as e.g. personal care items, etc.
•    Sale of sealed sound recordings or sealed video recordings or sealed computer software, which were unsealed after the delivery

Safe products – Warranty terms

The products made available by the COMPANY are lasting products, which bear every necessary safe operation certification. The products are accompanied by written instructions of use (except for the products simple to use) and by a written warranty for good operation of a reasonable duration, in the Greek language, where required by law. The warranty form, if it is provided, always contains the corporate name and address of the warrantor, the product to which the warranty refers, its exact content, its duration, the local extent of its validity, as well as the rights that the applicable law provides for. The warranty of the device has a duration according to the manufacturer from the date of its purchase and it permits the restoration of the problem free of charge, if the following terms are fulfilled:

•    That there is a warranty from the dealership and the receipt for the purchase of the device.
•    That the fixed components of the device have not been altered (Serial No.)
•    That the damage is not excluded based on the form of the manufacturer’s warranty