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Returns & Withdrawal Policy
Returns Policy and Right of Withdrawal
This policy applies to distance purchases of products made through cleansmart.gr and supplements the online store's Terms of Use. It does not restrict any mandatory rights granted under applicable law.
to notify us of your decision to withdraw from the purchase.
to send the product back, starting from the day on which you communicated your withdrawal.
using the same payment method used for the purchase, unless a different method is expressly agreed.
1. Who the right of withdrawal applies to
Consumer purchases
The statutory right of withdrawal applies to natural persons acting for purposes outside their trade, business, craft or professional activity.
Business purchases
Purchases made in the course of a professional activity or on behalf of a business are not covered by the statutory 14-day consumer right of withdrawal. A return due to a change of mind may only be accepted following prior written agreement with CleanSmart.
2. How to exercise the right of withdrawal
You may withdraw without giving any reason by following the steps below:
Notify us
Send us a clear statement of withdrawal within fourteen (14) calendar days from the day on which you, or a third party appointed by you other than the carrier, acquired physical possession of the product.
Identify the order
For faster identification, include the order number, your contact details, the product or product code and the date of receipt. You may also use the model form provided at the end of this page.
Return the product
Return the product without undue delay and no later than 14 calendar days after communicating your withdrawal. We recommend using a shipment that can be tracked.
Useful clarification: Where several products in the same order are delivered separately, the withdrawal period starts when the last product is received.
3. Condition of the returned product
You are entitled to inspect the product to the same extent as you would in a physical store in order to establish its nature, characteristics and functioning.
- You are liable only for any diminished value resulting from handling beyond what is necessary for the above inspection.
- Where possible, the product should be returned with its accessories, manuals, components and packaging so that it is protected during transport and can be properly inspected.
- The absence or opening of the original packaging does not automatically extinguish the right of withdrawal. However, damage, missing items or handling that demonstrably reduces the value of the product may be taken into account.
4. Return costs and refunds
Cost of returning the product
Where withdrawal is exercised because you have changed your mind, you bear the direct cost of returning the product. If the product is defective or does not conform to the contract, the rules in the following section apply.
Refund amount and timing
We refund all payments received from you, including the cost of the least expensive standard delivery method offered by us. Any additional cost resulting from your choice of a more expensive delivery method is not refundable.
- The refund is made without undue delay and no later than 14 days from the day on which we were informed of your decision to withdraw.
- We may withhold the refund until we receive the product or until you provide evidence that it has been sent back, whichever occurs first.
- Refunds are made using the same payment method used for the purchase, unless you expressly agree to a different method. You will not incur any fees as a result of the refund.
5. Defective products or lack of conformity
A defective or non-conforming product is handled separately from a withdrawal due to a change of mind. If you believe that a product is defective or does not conform to the agreed characteristics, please contact us and provide the order number, product details and a clear description of the issue.
- A technical inspection may be necessary to confirm the cause and nature of the issue.
- Where a lack of conformity is confirmed, the remedy and any necessary transport costs are provided without charge to the consumer.
- Depending on the conditions laid down by law, the statutory remedies may include repair or replacement and, where the relevant requirements are met, a price reduction or termination of the contract.
- Any commercial manufacturer's guarantee applies in addition to the statutory protection and does not restrict it.
6. Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases excluded by law. These include, in particular:
- goods made to the consumer's specifications or clearly personalised,
- goods which are liable to deteriorate or expire rapidly,
- sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery,
- goods which, after delivery and because of their nature, become inseparably mixed with other items,
- sealed audio or video recordings or sealed computer software which were unsealed after delivery.
These exceptions do not affect your statutory rights where a product is defective or does not conform to the contract.
7. Model withdrawal form
Use of this form is optional. You may send us any other clear and unequivocal statement setting out your decision to withdraw.
Withdrawal form
To: CLEANSMART O.E., 102 Lavriou Avenue, 19002 Paiania, Attica, Greece
Email: customerservice@cleansmart.gr
I/We hereby give notice that I/We withdraw from the contract of sale of the following product(s):
Signature is required only if this form is submitted on paper.
8. Contact details and return address
To help us identify your parcel quickly and correctly, please clearly state your order number on the shipment.
Returns contact details
Return address
CLEANSMART O.E.
102 Lavriou Avenue, 19002 Paiania, Attica, Greece
Legal basis: Greek Law 2251/1994 on consumer protection, as in force; Articles 534 et seq. of the Greek Civil Code; and Directive 2011/83/EU. In the event of any inconsistency, the mandatory provisions of applicable law prevail.
Last updated: 31 July 2026.
