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Return Policy

8. Return Policy, Legitimate Right of Withdrawal or Replacement of Defective Products

8.1. Return Policy

The terms and conditions described in this Policy apply to all the products purchased from the online store of DESIGN PERGOLA S.A. in Greece, via the Internet, through the website

8.2. Order Cancellation

The online store offers the possibility of order cancellation.

To cancel his order, the Customer may send an e-mail to the address: or reach the Company’s call center by calling (+30) 210-6728408.

In case the Customer has already submitted the payment and the order is not yet transferred to the courier agency, the Company shall promptly return the corresponding amount, using the same method of payment transaction (credit card, bank transfer, Pay Pal).

Upon product receipt, the Customer reserves the right to:

8.2.1. Right of Withdrawal from distance contracts of Law No. 2251/1994 (as amended by the Joint Ministerial Decree No. Ζ1-891/2013)

The Customer may easily arrange the return of the products purchased from the online store, simply on the ground of having changed his mind, within fourteen (14) from their receipt.


The right of withdrawal from the contract may be exercised by the Customer even without motive, within 14 calendar days from the day that the products were received (proof of physical holdership), or from the day that the final product (in case of several products ordered by the Customer with one single order but delivered separately) of the final product (proof of physical holdership) or from the day that the last batch or item (in case of a product comprising from several batches or items) was received (proof of physical holdership).

The Company reserves the right to decline the return of goods and their replacement in case that the right of withdrawal is not exercised within the deadline of 14 calendar days from the day that the products were received or in case certain of the return conditions are not met.

Exercising the Right of Withdrawal:

If you wish to exercise your right to withdraw, you may inform Design Pergola:

By sending a postal letter to the address: 192 Kifissias Avenue, P.C. 15451, Neo Psichiko, Attica, Greece, to the Attention of Malaxianaki Tonia.

Or by sending an e-mail to, or by using the special withdrawal form that you can find here, which may be filled out and sent electronically to Design Pergola ensures to notify you without delay by confirming the receipt.

To exercise your right to withdraw timely, it is sufficient to communicate the relevant written request before the expiration of the withdrawal period.

Products’ Return:

The Customer may return a product using a courier agency of his choice and by bearing the delivery costs.

The products that you return must not be used and must be in the condition they were once received, complete, and without damages, their packaging should be the one that normally accompanies them, together with all the accompanying documents provided upon delivery (invoice, receipt e.t.c.). Any protective strips adjusted to the product should not be removed unless this is strictly necessary for trying the product.

Withdrawal and Payment refund:

The Company shall refund any payment received by the Customer without undue delay and within 14 calendar days from the day that the Company was informed of the Customer’s decision to withdraw from the contract.

The Company handles the payment refund, by using the same means as those used by the Customer during the initial transaction, unless Design Pergola and the Customer have explicitly agreed otherwise, provided that this will not incur any costs arising from the payment refund. In case of a bank deposit, the Customer has to indicate the account to which he wishes the deposit refund to be performed. To process the refund, a purchase receipt is required. In case a purchase invoice has been issued, a delivery note is required for the return. If the payment has been submitted via debit, credit, or prepaid card or via Paypal, the transaction is canceled and the debit, credit, or prepaid card or Paypal account is credited with the refund amount.

Design Pergola reserves the right to withhold the refund until the returned product is received.

Apart from special circumstances, in the case of product return, the Customer bears only the direct cost of the return.

Exceptions to the right of withdrawal:

The Customer may not withdraw from the contract in the following cases:

If the price of goods and services supplied depends on fluctuations of the financial market, which cannot be controlled by Design Pergola and which may occur during the withdrawal period.

If the goods supplied are manufactured according to specifications indicated by the consumer or according to clearly personalized specifications.

If the goods supplied may be damaged or expire soon.

If the goods supplied are sealed and, based on grounds relating to the protection of health or hygiene, they are not suitable for return if unsealed upon delivery.

If the goods supplied, due to their nature, are inextricably mixed with other elements after their delivery.

If this concerns contracts based on which, the Customer has specifically requested a visit from Design Pergola to carry out repairs or maintenance work.

Right of Withdrawal in cases of a good that has been used to a greater extent than necessary in order to determine the nature, characteristics, and function of the product in question:

If the Customer handles or uses the product to a degree that exceeds what is necessary to determine its nature, characteristics, and functions, he is considered responsible for any reduction of the product’s value. If the Customer exercises the right to withdraw, the provisions of article 8.2.1 apply, with the exception that the Company shall reduce the refund amount according to the reduction of the product’s value.

8.2.2. Defective product

Defective Products - Products with a lack of a contracted quality

In all cases where it is proven that:

a) the products are faulty or of poor quality/function and/or

b) the products lack the properties agreed upon.

The Customer has the right to request:

Replacement of the product or to withdraw from the contract and return the product, requesting the payment refund, pursuant to the provisions mentioned above regarding the right of withdrawal. The return shipping costs are borne by the Company.

In any case, the provisions of the Civil Code and the specific provisions on the protection of consumers apply.

The product to be replaced or returned should be sent along with the accompanying documents provided upon delivery (e.g. invoice, receipt, etc.), be in the same condition as when received by the Customer, and its packaging should be the one that normally accompanies the product.