Returns Policy
Withdrawl & Product Returns
If you wish to return the product you received because it is defective, incorrect, or if you simply changed your mind, you can submit a return request easily and quickly through your account on the Website, at no additional charge.
To return something you purchased on the Website, you can fill out the return request, which you’ll find in your account, under the corresponding order that includes the product you want to return. You can see step by step how to submit a return request in the article “How do I make a return request.”
Once you fill out and submit the return form, the Website team will process your request and send you an email with all the necessary information to complete the process.
Withdrawal
You have the right to return products you purchase through the Website’s Cart within 14 days of their date of receipt. If the order was made by an individual (without requesting an invoice), then you are entitled to exercise the right of withdrawal within 14 calendar days from delivery of the product, requesting a refund via the following contact details:
marketing@acropoliscleaners.com
Phone Number: 24813170
In the event of a return, we will process the return but with a charge for returning and re-shipping the products.
Some products you purchased may belong to a category for which returns are not permitted for health protection reasons.
Delivery of Incorrect or Incomplete Product
In the event that the product we sent you is different from the one you ordered, or if a part or accessory of it is missing, you can return it by selecting “This is not what I ordered” on the return form.
Products Damaged During Transport
f you receive a product that was damaged during transport, you can refuse to accept it from the courier company and contact us via the contact page so that we can immediately proceed with compensation or send you a new product.
If you notice this upon opening the packaging, you can select “It is defective” on the return form, attach photos of the damage, and note in the comments “Damage during transport” or something similar, so that we can refund your money or replace the product
Defective Product
If a product you purchased developed a defect, you have the right to return it in accordance with applicable Legislation.
In order for us to process the return request as quickly as possible, it’s a good idea to photograph the product you want to return. Make sure the photos you upload to the return form clearly show the defect, if it is visible. Describe the problem so that our Website team has the full picture of the damage. We will process your request and send you an email regarding its progress and all the necessary information to complete the process.
If a product you purchased belongs to a category for which returns are not permitted for health protection reasons and it is defective, contact us via the contact page so we can help you with the steps you need to follow.
Refunds & Replacement
For returns due to withdrawal, the refund or replacement process begins immediately once the package to be returned is handed over to the courier company. Returns concerning defective products go through a technical inspection process before we proceed with compensation, in order to confirm the reason for the return and establish that the fault is due to a manufacturing defect and not misuse. Note that some products need to be inspected by a specialized technician at an authorized service center, and it may take longer for the refund or replacement to be approved.
Once the process is complete, we will proceed with whatever you selected on the return form.
If you chose a refund and your order was paid for by credit or debit card, we will refund the amount you paid for that purchase to the credit or debit card you used for that order. Your money is released by us immediately, but there may be further delays of up to 10 business days for the banks to clear the amount. The refund to your account may appear either as a reversal transaction, cancellation of your order’s payment instruction, or as a deposit from the Company.
If you used a credit or debit card to pay for your order, we will refund the amount you paid for that purchase with respect to the portion of the transaction that was paid using the credit or debit card.
Note here that, in accordance with current legislation, you may not be refunded the full amount you paid if you have used the product more than necessary to establish its nature, characteristics, and function. If your order was paid via cash on delivery, you will need to provide us with your bank account details, specifically: account IBAN, banking institution, account holder’s full name (which must match the person who received and paid for the order), as well as proof (e.g. a photo of the first page of your bank passbook or a screenshot from your web banking showing your name) that the account belongs to you. If you do not have a bank account on which you appear as the primary holder, you will also need to upload to the return form a statement declaring that you wish your money deposited into a third party’s account. Note here that the cost of cash-on-delivery per shipment is non-refundable.
If replacement has been selected, we will send a new product to your location at our expense.
Where a commercial warranty is provided, for certain product categories the repair option is available. If you select this on the return form, we will inform you by email about the process.
For returns due to receiving the wrong product, we will choose either to replace the incorrect product with the correct one or to refund the amount of your purchase.
Time Limit for Product Returns
In the case of withdrawal or receipt of the wrong product, the return request must be submitted within 14 days of receiving the product. After this period, the return cannot be accepted. Products that have developed a fault can be returned within the time period defined by their legal and/or commercial warranty (where applicable).
Proof of Purchase
In order to return a defective product, you must have kept the proof of purchase. If you received an invoice, you will need to issue a delivery note and include it in the package. The store will send you the credit invoice after receiving the products.
Preparation Instructions & Conditions for Accepting the Return
For us to accept your return, the following must apply:
- The product must be well packaged in a sturdy box. Prefer the original packaging; if you don’t have it, choose packaging that will protect the product from any damage during transport. If the product is already inside a box, add wrapping or a bag so that the return shipping voucher is not placed directly on the original box.
- In the case of returning a defective product, the package must include the retail receipt or the delivery/return note if the purchase was made with an invoice.
In the case of withdrawal or return of an unused product, you must additionally ensure:
- The product is in its original condition, with all accessories and printed materials that accompanied it. Specifically, they must be in their original condition and the special markings (e.g. protective covers, tags, labels) must not have been removed.
- Its packaging must be the original and in excellent condition. We cannot accept returns of products with damaged, incomplete, or visibly worn packaging.