Three different rights, with three different deadlines. Each one is explained separately here, so you know exactly what applies in your case.
| Right | When it applies | Deadline | Who pays for the return |
|---|---|---|---|
| Order cancellation | Before the parcel leaves | For as long as the order has not been dispatched | No one |
| Withdrawal | You changed your mind, no reason required | 14 days from receipt | We do up to 5 kg · you do above 5 kg |
| Guarantee of conformity | Defective, wrong or non-conforming product | 2 years from delivery | We do |
Contents
- Cancellation before dispatch
- The 14-day right of withdrawal
- How it is exercised
- Model withdrawal form
- Costs & refunds
- Condition of the products
- Exclusions from the right of withdrawal
- Defective & wrong products
- Legal guarantee of conformity
- Returns from the rest of the EU
- Contact & dispute resolution
1. Cancellation before dispatch
If you change your mind before the order leaves our warehouse, call us on 2311 29 55 20 or write to us at [email protected]. The cancellation is immediate and the amount is refunded in full, with no charge whatsoever.
2. The 14-day right of withdrawal
As a consumer you have the right to withdraw from the contract within 14 calendar days, without giving any reason and without any penalty.
The 14-day period begins:
- On the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
- For an order with several products delivered separately: on the day you receive the last one.
- For an order delivered in several lots: on the day you receive the last lot.
🧾 Purchases with an invoice (B2B)
The right of withdrawal applies to consumers. For purchases made with a business invoice for professional use it is not provided for by law — do contact us anyway, because we look at every case individually.
3. How it is exercised
Declare your withdrawal within 14 days
Using the store’s withdrawal form, by email to [email protected], or with the model form in section 4. It is enough that you send the declaration before the deadline expires.
Receive our confirmation
We confirm receipt and give you the return instructions and the address to send to.
Send the products back within 14 days
Counting from the day you notified us of your withdrawal. Keep the proof of dispatch — without it we cannot start the refund before the parcel arrives.
Refund
Within 14 days of receiving your declaration, using the same means of payment you used.
4. Model withdrawal form
Use of the form is optional — you may declare your withdrawal by any clear statement.
(complete and return this form only if you wish to withdraw from the contract)
— To: Chatzigeorgiou Vassilios Chrysovalantis, 28 Thermopylon Street, Thessaloniki · [email protected]
— I / We (*) hereby give notice that I / We (*) withdraw from my / our (*) contract of sale of the following goods: ……………………………………
— Order number: ……………………………………
— Ordered on: ……………… / received on: ………………
— Name of consumer(s): ……………………………………
— Address of consumer(s): ……………………………………
— Signature of consumer(s) (only if this form is notified on paper): ………………
— Date: ………………
(*) Delete as appropriate.
5. Costs & refunds
What we refund you
- The full amount you paid, including the original delivery costs.
- If you had chosen a type of delivery more expensive than the least expensive standard method we offer, the additional difference is not refunded.
- The refund is made using the same means of payment you used, unless we agree otherwise. You do not incur any fee for the refund of the amount.
ℹ️ Exactly when the payment is made
The refund is completed within 14 days of us receiving your declaration. We are, however, entitled to withhold it until we have received the products back or until you supply us with evidence of having sent them back — whichever is the earliest.
Who pays for the return
| Case | Return costs |
|---|---|
| Withdrawal, order up to 5 kg | Borne by us — we cover them |
| Withdrawal, order above 5 kg | Borne by you |
| Defective or wrong product | Borne by us, in full |
| Product not conforming to the description | Borne by us, in full |
6. Condition of the products
Products are returned in the condition in which you received them, with their complete packaging and the accompanying documents.
You have the right to examine them as you would in a physical shop — to open the transport packaging, look at the product, check its characteristics. You are liable only for any diminished value resulting from handling other than what is necessary to establish the nature and the functioning of the product — for example, if you used part of the contents.
7. Exclusions from the right of withdrawal
The law excludes certain categories. Among our products, the right of withdrawal does not apply to:
🔒 Sealed goods that were unsealed after delivery
This concerns goods which, for health protection or hygiene reasons, are not suitable for return once the seal or the security tape has been removed after delivery. In the MED® range (zeolite, Zeobent, bentonite — powders and capsules) and in personal hygiene products, a return is possible only with the seal intact.
If the seal is intact, the product can be returned as normal.
- Goods made to order or personalised — for example special grain sizes, custom blends and private label packaging.
- Goods inseparably mixed with other items after delivery — e.g. zeolite incorporated into soil or animal feed.
✅ The exclusion does not cover defective products
If the product is defective, wrong or does not match the description, the above exclusions do not apply — you have full rights, even with opened packaging. See sections 8 and 9.
8. Defective & wrong products
If you received a product that is defective, damaged in transit, wrong or in the wrong quantity:
- Let us know as soon as possible at [email protected] or on 2311 29 55 20.
- Send us photos of the packaging and the product — they speed the process up considerably.
- We arrange the collection at our own expense.
- You choose: replacement or a full refund.
You are charged nothing — neither the original shipping costs nor the return costs.
9. Legal guarantee of conformity
Independently of the 14-day right of withdrawal, every product is covered by the legal guarantee of conformity provided for by Law 4967/2022 (which transposes Directive (EU) 2019/771 by amending the Greek Civil Code).
We are liable for any lack of conformity which exists at the time of delivery and becomes apparent within two (2) years of it. This guarantee is free of charge and mandatory — you do not need to buy anything extra.
A product is considered not to be in conformity when, for example, it does not match the description or the sample, does not have the qualities you could reasonably expect, is not fit for the purpose for which it is intended, or is not supplied with the documents and instructions provided for.
What you can ask for
- First: repair or replacement, free of charge to you and within a reasonable time.
- Then — if repair or replacement is impossible, disproportionately expensive, excessively delayed or causes you significant inconvenience: a reduction in the price or termination of the contract with a refund.
ℹ️ Who proves what
A lack of conformity which becomes apparent within one (1) year of delivery is presumed to have existed already at the time of delivery — you do not have to prove it. After the first year and up to the two years the right still exists, but the burden of proof shifts to you.
The guarantee does not cover deterioration caused by use contrary to the instructions, by improper storage after delivery or by the normal consumption of the product.
For certain products a commercial guarantee may also be provided by the manufacturer. It is additional and in no case limits your statutory rights described above.
10. Returns from the rest of the EU
We ship exclusively within the European Union. The withdrawal and guarantee rights apply in exactly the same way to customers in every Member State.
- No customs procedure. The return takes place inside the single market: there are no duties, import VAT or customs declaration, either on the shipment or on the return.
- Return costs: the same rule as in section 5 applies — up to 5 kg we cover them, above 5 kg they are borne by you. For a defective or wrong product we cover them in every case, regardless of weight and country.
- Contact us first before you send anything back. We will give you the correct address and, where it makes sense, we will arrange the collection with our own freight company — usually cheaper than you would pay locally.
- The refund is made in the same currency and to the same means of payment. Any conversion charges by your own bank are outside our control.
11. Contact & dispute resolution
Returns & guarantees: [email protected]
Phone: 2311 29 55 20, Monday – Friday 09:00 – 17:00
Returns address: 60 Pontou Street, Kalochori, Thessaloniki — contact us first for instructions
We reply to every return request within two business days. If you are not satisfied with the way your request was handled, you can turn to the Greek Consumer Ombudsman or to another certified Alternative Dispute Resolution body — see section 18 of the Terms of Use for the contact details.
ℹ️ The European ODR platform has ceased to operate
The European Commission’s Online Dispute Resolution platform (ec.europa.eu/odr) ceased to operate on 20 July 2025. If you still come across a link to it in some store, it leads nowhere. The national ADR bodies operate normally.