Returns Policy

At Koudounistra.gr, we want you to be satisfied with your purchase. Below you will find information about returning or exchanging a product, exercising your right of withdrawal and cancelling an order.

1. Incorrect Product or Quantity

If you receive a product or quantity different from what you ordered, please contact us as soon as possible.

After verifying the error, we will provide instructions for returning and replacing the product. Return and reshipping costs will be covered by Koudounistra.gr, provided that the return method indicated by us is followed.

2. Right of Withdrawal

For orders placed online or by telephone, consumers have the right to withdraw from the purchase without providing a reason within 14 calendar days from the date on which the product was received.

To exercise your right of withdrawal, you must inform us of your decision through a clear statement sent by e-mail to [email protected].

After notifying us, the product must be returned within 14 calendar days, following the instructions provided by us.

Return shipping costs in the event of withdrawal or a change of mind are payable by the customer. For bulky or heavy products, the cost of returning the item through a transport company may be significantly higher than the cost of returning a standard parcel.

3. Condition of Returned Products

Products should be returned:

Without damage, stains, odours or signs of use.
With all accessories, protective materials, instructions and accompanying documents.
In their original manufacturer’s packaging, provided that it is still available and suitable for reuse.
In suitable outer packaging that protects the product during transport.
Assembled furniture
If the product was supplied with a promotional gift, the gift must also be returned.

4. Product Exchanges

You may request an exchange within the withdrawal period, provided that the return conditions described above are met.

The costs of returning the original product and shipping the replacement product are payable by the customer, unless the exchange is required because of an error on our part or a defective product.

Any difference in price will be charged or refunded, as applicable.

5. Refunds

Refunds are issued using the same payment method used for the original transaction, unless otherwise agreed.

The refund process will begin without undue delay and no later than 14 days after we have been informed of your decision to withdraw. We may withhold the refund until we receive the returned product or until you provide proof that it has been sent back, whichever occurs first.

When withdrawing from the entire order, the cost of the least expensive standard delivery method offered by us will also be refunded. Any additional cost resulting from the selection of a more expensive delivery method is not refundable.

For orders paid by cash on delivery, the refund will be made to a bank account provided by the customer.

The time required for a refund to appear on a card or bank account may depend on the bank or payment provider.

6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply, among other cases, to:

Products manufactured according to the customer’s personal specifications or clearly personalised for the customer, such as custom-size mattresses or specially configured furniture.
Sealed products that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery.
Products that have been irreversibly personalised or modified at the customer’s request.

The hygiene exception does not automatically apply to an entire product category. It applies to products supplied sealed which, after being unsealed, cannot safely be offered for sale again.

These exceptions do not affect the customer’s rights when a product is defective, incorrect or does not conform to the order.

7. Defective Products

If you identify a problem with a product, please contact us at [email protected] and provide:

Your order number.
The product code.
A brief description of the problem.
Clear photographs or videos showing the issue, where possible.

Please do not return the product before receiving instructions from us. We will inform you of the appropriate return or technical inspection procedure.

If a defect or lack of agreed characteristics is confirmed, the rights provided under the statutory guarantee will apply. The product will be repaired or replaced free of charge and within a reasonable period.

If repair or replacement is not possible or would cause significant inconvenience to the customer, an appropriate price reduction or refund may apply in accordance with the applicable legislation.

For certain products, the technical inspection may be carried out by the official importer, distributor or an authorised service centre. This process does not restrict the statutory responsibility of Koudounistra.gr as the seller.

Return costs for a product confirmed to be defective or incorrect are covered by Koudounistra.gr, provided that the return method indicated by us is followed.

8. Cases Not Covered by the Guarantee

If the technical inspection determines that:

The reported problem does not exist.
The product operates according to its specifications.
The damage was caused by incorrect use, impact, moisture, improper assembly, failure to follow the instructions or normal wear and tear.
The problem is not covered by the statutory or commercial guarantee.

the customer may be charged for transportation and technical inspection costs.

Before any chargeable repair is carried out, the customer will be informed of the estimated cost. The repair will proceed only after the customer has given their approval.

9. Technical Inspection Charges

Inspection of a product outside the guarantee period: €20.00
Inspection of a product within the guarantee period where no fault is found: €20.00

Transportation costs may also be charged in the above cases.

10. Order Cancellation

Provided that your order has not yet been dispatched, you may request its cancellation by contacting us:

E-mail: [email protected]

Telephone: +30 210 682 3334

If the order has already been dispatched, the withdrawal and return procedure described above will apply.

For specially manufactured or clearly personalised products, cancellation may not be possible after the order has been confirmed and manufacturing or special procurement has begun.