Withdrawal, Returns and Cancellations Policy

11. Withdrawal, Returns and Cancellations Policy

11.1 14-day right of withdrawal

If you are a consumer, you have the right to withdraw from this contract within fourteen (14) calendar days, without giving any reason and without any charge other than those provided for below, in accordance with articles 3ib to 3ith of Law 2251/1994, as in force (Directive 2011/83/EU).

The 14-day period begins:

• For products: from the day on which you, or a third party designated by you (other than the carrier), acquire physical possession of the product.
• For an order of multiple products delivered separately: from the day the last product is received.
• For services: from the day the contract is concluded.

To exercise the right of withdrawal, you must inform us by a clear statement before the period expires, in one of the following ways:

Email: ORDERS[@]ALEXIADOUAGGELIKI.GR
Phone: 25210 30380 (Monday-Friday 09:00-21:00, Saturday 09:00-14:00)
By post: NUTRIGLOW LAB EE, Pavlou Mela 28, 546 22 Thessaloniki

You may optionally use the model withdrawal form at the end of this section, but it is not mandatory. To meet the deadline, it is sufficient to send your statement before the 14 days expire. We will send you an acknowledgement of receipt of the withdrawal by email.

11.2 Exceptions to the right of withdrawal

In accordance with article 3ib par. 3 of Law 2251/1994, the right of withdrawal does not apply in the following cases:

• Sealed products which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery. This category includes food supplements and face and body care products supplied sealed. If the original seal (film, sealing sticker or safety cap) has been broken, the product cannot be returned.
• Products which, after delivery, are by their nature inseparably mixed with other items.
• Products which are liable to deteriorate or expire rapidly.
• Products made to your specifications or clearly personalised, such as personalised nutrition programmes.
• Services that have been fully performed, where performance began with your prior express consent and your acknowledgement that you will lose the right of withdrawal once the contract has been fully performed.
• Digital content not supplied on a tangible medium (e.g. electronic files, guides, videos), where performance began with your prior express consent and acknowledgement of the loss of the right.
• Laboratory test results (e.g. DNA test, microbiome analysis, metabolic measurements) from the moment the test has been performed or the sample has been sent for analysis.

11.3 Conditions for returning a product

For the return to be accepted, the product must:

• Be in its original condition, with its original packaging intact and its seal unbroken.
• Be accompanied by the proof of purchase (receipt or invoice).
• Be accompanied by any gifts or promotional items that came with it.
• Not have been used beyond what is necessary to establish its nature, characteristics and functioning.

You are liable for any diminished value of the product resulting from handling beyond what is necessary as above. In that case, the business is entitled to withhold from the refund an amount corresponding to the diminished value.

The product must be returned without undue delay and in any event within fourteen (14) calendar days from the day you notified us of your withdrawal.

11.4 Cost of return

If you exercise the right of withdrawal, you bear the direct cost of returning the product. As an indication, this cost is estimated at €3.50 to €6.00 for courier shipping within Greece, depending on weight and destination.

Conversely, the cost of return is borne entirely by the business in the following cases:

• The product is defective or not in conformity.
• You were sent the wrong product, wrong quantity or wrong variant.
• The product was damaged during transport.

In these cases, you will be sent a prepaid return voucher or a collection from your address will be arranged, at no cost to you.

Returns sent carriage forward (charged to the recipient) are not accepted unless previously agreed with the business.

11.5 Return procedure

Step 1: Contact us at ORDERS[@]ALEXIADOUAGGELIKI.GR or on 25210 30380, stating the Order Number (ID), the product you wish to return and the reason for the return.

Step 2: You will receive written confirmation with the shipping instructions and the return address.

Step 3: Pack the product securely, preferably in the original shipping packaging, and enclose a copy of the proof of purchase.

Step 4: Send the parcel with a courier of your choice to the address you will be given. Keep the proof of shipment.

Step 5: Once we receive and inspect the product, we will inform you by email of the approval of the return and proceed with the refund.

11.6 Refunds

We will refund all payments received from you, including the initial delivery costs, without undue delay and in any event within fourteen (14) calendar days from the day we were informed of your decision to withdraw.

Clarifications:

• If you chose a delivery method more expensive than the cheapest standard delivery we offer, we are not obliged to refund the difference.
• In case of a partial return (you return only part of the order), shipping costs are not refunded.
• We may withhold the refund until we have received the product back or until you have supplied evidence that you have sent it, whichever is earlier.

The refund is made using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. In any case, you will not incur any fees for this refund. Specifically:

• Card payment via Viva.com: the refund is made to your card. The crediting time depends on the issuing bank and usually ranges from 3 to 10 working days.
• Payment via PayPal or Revolut Pay: the refund is made to the corresponding account.
• Payment by bank transfer: the refund is made by bank transfer to the bank account you indicate. For this purpose you will be asked for the IBAN and the full name of the account holder.

A credit note is issued for each refund and sent to you by email.

11.7 Defective products – Legal guarantee of conformity

Regardless of the right of withdrawal, as a consumer you are protected by the legal guarantee of conformity for two (2) years from delivery of the product, in accordance with articles 5 et seq. of Law 2251/1994, as in force after Law 4967/2022 (Directive (EU) 2019/771).

If you find a lack of conformity, you are entitled, at your choice, to repair or replacement of the product at no cost to you and, under the conditions of the law, a proportionate price reduction or withdrawal from the contract.

Please check the parcel on receipt. If you notice visible damage to the packaging, you can refuse delivery or note the damage on the courier’s delivery note. For defects found after opening, contact us within a reasonable time, also sending photos of the product and packaging, so that the process can be speeded up.

11.8 Cancelling an order before dispatch

If your order has not yet been dispatched, you can request its cancellation at no charge by contacting us at ORDERS[@]ALEXIADOUAGGELIKI.GR or on 25210 30380. The money is refunded in full within fourteen (14) calendar days.

The business reserves the right to cancel an order in the event of stock depletion, an obvious error in the stated price, inability to confirm payment or force majeure. In that case you will be informed immediately and the amount will be refunded in full.

11.9 Parcel not collected

If the parcel is returned to us because it was not collected, because of wrong or incomplete address details or because you did not respond to the courier’s notifications, we will contact you. In case of re-dispatch, the new shipping costs are borne by you. If you choose cancellation, the amount is refunded to you less the costs of the original shipment and of the parcel’s return.

Specifically for deliveries to a BOX NOW locker, the parcel remains available for three (3) days and is then returned automatically.

11.10 Cancelling and rescheduling service appointments

For services provided by appointment (nutrition support sessions, measurements, body treatments), the following apply:

• You can cancel or reschedule your appointment at no charge, provided you inform us at least twenty-four (24) hours before the scheduled time.
• In case of cancellation at shorter notice or non-attendance without notice, the business reserves the right to consider the session as having taken place.
• The above do not affect the 14-day right of withdrawal, as described in subsection 11.1, for services whose performance has not yet begun.

11.11 Contact for returns

NUTRIGLOW LAB EE
Pavlou Mela 28, 546 22 Thessaloniki
VAT No. 802923480, Tax Office: D΄ Thessaloniki
GEMI (General Commercial Registry) No. 185421506000
Email: ORDERS[@]ALEXIADOUAGGELIKI.GR
Phone: 25210 30380
Opening hours: Monday-Friday 09:00-21:00, Saturday 09:00-14:00

If you are not satisfied with the handling of your request, you can resort to an Alternative Dispute Resolution procedure, as described in detail in section 20 of these terms.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

To: NUTRIGLOW LAB EE, Pavlou Mela 28, 546 22 Thessaloniki
Email: ORDERS[@]ALEXIADOUAGGELIKI.GR

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods / for the provision of the following service:

………………………………………………………………………………………………………..

………………………………………………………………………………………………………..

Order number (ID): …………………………………………………………………

Order date: ………………………… Date received: …………………………

Name of consumer: ………………………………………………………….

Address of consumer: ……………………………………………………………………..

Email / Phone: …………………………………………………………………………….

IBAN (only if payment was made by bank transfer):

………………………………………………………………………………………………………..

Signature of consumer: ………………………………………. (only if this form is sent on paper)

Date: ……………………………………….