Refund policy
Return Policy
1. General Information
Our company strives to provide high-quality services and products. However, as a consumer, you have specific rights of withdrawal and rights in case of defective products. This policy explains the relevant procedures, deadlines, and obligations of both the customer and the company.
2. Valid Order
You may place a valid order through our e-shop if you have legal capacity in accordance with the provisions of the Greek Civil Code (i.e., you are at least eighteen years old and are not under judicial guardianship with regard to entering into a sales contract). Orders may also be placed by representatives of legal entities. The company reserves the right to seek the return of orders made by legally incapacitated individuals from their legal guardian or supervisor.
3. Right of Withdrawal (14 Calendar Days)
The consumer has the right to withdraw from the purchase contract without giving any reason within fourteen (14) calendar days from:
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the day the consumer receives the product(s), or
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in the case of multiple products delivered separately, the day the consumer receives the last product.
How to exercise the right of withdrawal
To exercise your right, you must notify the company by email within the deadline.
Email for withdrawal: info@ethospassion.com
Permissible handling of the product
The consumer may handle the product only as would be allowed in a physical store to check its nature, characteristics, and functioning (e.g., opening the packaging and testing the operation). Any handling beyond this reasonable limit that causes a reduction in the product’s value may lead to a proportional deduction from the refund.
4. Exceptions to the Right of Withdrawal (Hygiene & Safety)
Certain products are excluded from the right of withdrawal when hygiene or safety reasons make it impossible to resell the product after the factory seal has been broken. In our policy, this includes, indicatively:
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Personal-use products such as sex toys, underwear, lubricants.
The exception applies if the factory seal is removed or there are clear signs of use making the product unsuitable for resale due to hygiene concerns.
5. Return Costs & Shipping Method
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Return costs: All direct costs of returning the products are borne by the consumer unless the product is defective or delivered incorrectly — in which case the company covers the return costs.
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Packaging: The customer must return the products in sufficient packaging to prevent damage during transport. The company is not responsible for loss or damage due to poor packaging or unsafe shipping choices.
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Proof of shipment / tracking: We recommend sending returns with a tracking number.
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Cash-on-delivery returns: The company reserves the right to refuse parcels sent with cash on delivery.
6. Return Procedure (Steps)
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Send a withdrawal declaration to info@ethospassion.com, including your order number and the products being returned.
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Receive confirmation and instructions from the company (return address, packaging requirements, possible return code).
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Send the product(s) within 14 days from the date of withdrawal, using a tracking number.
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The quality control department will check the product’s integrity and condition.
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The refund will be processed only if all steps are followed and the product is returned in the condition specified in this policy.
7. Inspection & Refund
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Refund time: The company will refund the amount corresponding to the value of the products no later than fourteen (14) days after being informed of the withdrawal. The company may delay the refund until it has received the product or proof of shipment.
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Refund method: Refunds will be made using the same payment method as the original transaction unless otherwise agreed.
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Refund reductions: If the product’s value is diminished due to handling beyond what is permitted, the company reserves the right to proportionally reduce the refund amount.
8. Defective or Non-Conforming Products
If a product is defective or does not conform to the contract (e.g., a different product from the one ordered), the consumer has the right to request, as a priority: 1.repair, 2. replacement, or — if these are not possible within a reasonable time or without significant inconvenience — 3. price reduction or refund.
The customer must notify the company of the defect within a reasonable period after its discovery. We recommend doing so within two (2) months of discovering the defect to facilitate prompt resolution.
9. Personal Data
Personal data collected for processing returns or reporting defects will be handled in accordance with the company’s Privacy Policy and applicable data protection laws.
10. Out-of-Court Settlement
The independent authority to which you may turn for out-of-court settlement of disputes is the Greek Consumer Ombudsman (144 Alexandras Ave., 114 71 Athens, Tel. +30 2106460862).
11. Contact & Assistance
For any clarifications or support regarding the return process, please contact us at info@ethospassion.com