Effective Date: October 14, 2024
At Conkarda, we strive to ensure that every customer is satisfied with their purchase. However, due to the personalized nature of our products (προσωποποιημένες κονκάρδες), returns and refunds are only available under specific conditions. Please read this policy carefully before placing your order.
1. Personalized Products
All products offered on conkarda.gr are custom-made specifically for each order. As such, returns or refunds cannot be accepted for any product unless the following exceptions apply:
- Defective or Damaged Products: If you receive a defective or damaged product, you are entitled to request a replacement or refund (see section 3 below for details).
- Order Cancellation Before Production: If you decide to cancel your order, you must notify us before production begins. If production has already started, the order cannot be canceled or refunded.
2. Conditions for Refunds and Returns
We are committed to delivering high-quality, personalized products. However, if there is an issue with your order due to defects or damage during shipping, you may request a return or refund, subject to the following conditions:
- Timeframe: You must notify us of any defects or damage within 14 days of receiving the product. After this period, we cannot process refund or return requests.
- Proof of Defect or Damage: We may require photographs or other evidence of the defect or damage before processing a return or refund.
- Product Condition: The product must be in its original condition (except for the noted defect or damage) and must not have been used.
3. How to Initiate a Return or Refund Request
To initiate a return or refund, please follow these steps:
Contact Customer Support: Send an email to info@conkarda.gr with the following details:
- Your order number.
- A description of the issue (e.g., defect or damage).
- Photographs or evidence of the defect/damage, if applicable.
Wait for Our Response: We will review your request and respond within 3 business days. If the return or refund is approved, we will provide instructions on how to proceed.
Return Shipping: If the return is approved and the product needs to be returned, you will receive instructions on shipping the product back to us. Please note:
- Return Shipping Costs: In cases of defective or damaged products, we will cover the return shipping costs. For all other cases (where applicable), the customer is responsible for shipping fees.
4. Refund Process
Once we receive the returned product (if applicable) and confirm the defect or damage, we will process the refund as follows:
- Refund Method: Refunds will be issued using the original payment method used for the purchase.
- Processing Time: Refunds are typically processed within 7-10 business days after the return is received and inspected.
- Partial Refunds: In cases where a portion of the order was defective or damaged, a partial refund may be issued based on the value of the affected product(s).
5. Non-Returnable and Non-Refundable Items
Due to the custom and personalized nature of our products, the following items are not eligible for return or refund under any circumstances:
- Products that have been customized according to your specifications and delivered as per the order details.
- Products that are not defective or damaged.
- Orders where production has already started or completed unless a cancellation request was received before production.
- Products that have been used or altered by the customer after delivery.
6. Cancellations
If you wish to cancel your order, you must notify us as soon as possible by emailing info@conkarda.gr. If your cancellation request is received before production starts, we will cancel your order and issue a full refund. Once production begins, no cancellations or refunds can be made.
7. Customer Support Contact Information
If you have any questions, concerns, or issues regarding your order, returns, or refunds, please contact our customer support team:
- Email: info@conkarda.gr
- Address: Eleutheriou Venizeou 142, Nea Smyrni 17122, Greece
- Response Time: We aim to respond to all inquiries within 3 business days.