The operation of the business is governed by the use of the current GRECA HELLAS Code of Conduct

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Presidential Decree 131/2003 on Electronic Commerce

According to Presidential Decree 131/2003, some basic legal aspects of electronic commerce in the internal market, where the service provider is obliged to offer to its recipients, are:

– The name of the service provider, postal address, VAT number, contact phones, and electronic address.
– The geographical address where the provider is established (headquarters).
– If the provider is registered in a commercial register or similar public register, the relevant register and the registration number in it, or an equivalent method of identifying the register, e.g., the registration number in GEMI.
– If the activity is subject to an approval regime, the details of the relevant supervisory authority.
– Regarding legally regulated professions, it should mention the professional association or similar body to which the service provider is registered, the professional title and the member state that granted it, and also mention the professional rules applicable in the member state of establishment and how to access them.
– The identification number provided by the common VAT turnover system in accordance with Article 36 of Law 2859/2000 (A’ 248) “ratification of the value-added tax code,” if the provider’s activity is subject to VAT.
– Information on prices, which should be clearly stated and indicate whether they include taxes and shipping costs.
– Offers such as discounts, bonuses, and gifts must be identifiable, and the terms should be precise and easy to understand.
– Advertising competitions or games, to the extent permitted, must be presented clearly and legibly.

General principles of consumer behavior

For self-regulation and especially the drafting of codes of conduct at the community level by associations or organizations of professionals or consumers, as well as numerous issues related to electronic commerce, the Consumer Code of Conduct (PD 10/2017) came into force on April 1, 2017, outlining the obligations and rights of suppliers and consumers. The Code is governed by the principles of consumer protection, transparency, impartiality, technological neutrality, professional ethics, ethical behavior and respect for privacy, protection of personal data, and protection of vulnerable population groups as specifically mentioned in Articles 4 and 5 of this document.

Consumers should carefully read the terms of contracts before agreeing, including terms related to the management and protection of personal data, as well as the instructions for use and precautions of the products they have purchased, and request additional clarifications or instructions for anything they do not understand.

They should be informed about:

– The total price, any additional charges, any price adjustments.
– The terms of payment, the duration of the contract, any charges for early termination of the contract, the seller’s liability conditions, and the warranty terms (content, duration, territorial scope).
– The proof of receipt of the order request, which clearly states the date of receipt and confirmation of the order.
– The time at which the contract is considered concluded.
– Sufficient information about the progress of their order.
– The confirmation of the order and the conclusion of the contract requires prior verification of the availability and accuracy of the final price of the ordered product or service by the supplier. The consumer should be informed both before and at the time of contract conclusion.
– The contract plan to be implemented in detail. The basic contractual terms should be available to consumers in advance in such a way that the order cannot be placed unless the user acknowledges them.
– During the formation of the contract, the business must refrain from any action that implies modifying its terms, especially changing the price or informing about the unavailability of the ordered product or service.
– For any questions, complaints, or support requests regarding the product or service purchased, they should contact the supplier directly to be served promptly.

General principles of supplier business conduct

The supplier’s business conduct is governed by respect for personality, privacy, personal data, health, safety, contractual and general economic freedom, and the protection of minors and all kinds of vulnerable population groups. The supplier must be honest with the consumer’s legitimate interests that are or may be affected by the transactional relationship and cooperate willingly to achieve the purpose of the contract.

– The required documents, such as invoices, receipts, guarantees, contractual texts, technical manuals, documentation material, necessary markings (e.g., quality, safety, suitability, ecolabel, energy efficiency).
– Any special offer or discount rate, combined with the product or service price before and after the discount.
– Suppliers must be very careful and periodically check their stock to avoid shortages of products displayed as available. In case of stock depletion, suppliers inform consumers of their inability to fulfill their contractual obligations and state the reasons for this inability, so consumers can exercise the rights provided by the applicable legislation. Product delivery is carried out within the time agreed between the supplier and the consumer or, in the absence of such an agreement, within the time specified by law.
– Declare their responsibility for real defects.
– Specify the terms of post-sale customer support services.

Finally, when a consumer attempts to communicate with the merchant, either by phone, email, or contact form, they have the right and should be served without delay and as quickly as possible. In any case, suppliers inform consumers of the expected response time and the response method.

Electronic Contracts

The contract must accurately state the subject matter of the contract,

the total price or the method of calculating it if it cannot be determined in advance, including taxes, fees, and charges as applicable,

the technical steps consumers must follow to conclude the contract, the statement of whether the contract will be archived and whether it can be accessed later by consumers, and how consumers can identify and correct handling errors before placing the order.

The general terms and conditions, the payment terms, the credit terms.

Additionally, it should mention the available payment methods, the frequency and amount of installments, the repair and maintenance terms, and the periodicity of billing.

the delivery deadlines for products and the commencement of service provision.

the minimum duration of the contract and the terms of renewal, extension, and termination.

the terms of suspension or discontinuation of the service and any charges for early termination of the contract and the exercise of the right of withdrawal.

There should be relevant information regarding the conditions for exemption or limitation of supplier liability, based on the applicable legislation per sector and the decisions of the relevant supervisory or regulatory authorities.

The procedure and deadline for the return of any amounts paid by the consumer when concluding the contract.

reference to alternative dispute resolution bodies to which consumers can refer and information about the recognized alternative consumer dispute resolution bodies that suppliers commit or are obliged to use for dispute resolution.

the possibility for electronic alternative dispute resolution.

Consumer Right of Withdrawal – Return Policy

In any online purchase, the consumer has the right of withdrawal without justification and without penalty, i.e., they have the right to return the entire order or part of it to the online store without having to announce the reason for the return of the products, within a period of 14 calendar days from the date of receipt. If the supplier has not informed the consumer about the right of withdrawal, the withdrawal period is extended by 1 year. It is at the store’s discretion whether to accept the return of products or money with the charge borne by the store or the consumer regarding the extra shipping charges and the transaction fee from the bank. If the supplier has failed to inform the consumer that the consumer is responsible for this cost, the business bears the cost. To exercise the right of withdrawal, the consumer must complete and send the special “return form” available on the website. The product must be in perfect condition, i.e., the packaging must not be tampered with, and the special markings of the product must not be removed.

Electronic Mechanisms for Out-of-Court Dispute Resolution

According to Directive 2013/11/EU, which was incorporated into Greek law with JMD 70330/2015, the supplier must inform the consumer about the possibility of alternative resolution of consumer disputes arising from electronic sales contracts or service provision by using the registered Alternative Dispute Resolution (ADR) bodies in the Registry. If the customer has any problem with a purchase made from our Website, they can initiate the ADR process through the single EU-wide platform for online dispute resolution (ODR platform) available at [https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage](https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage).