Customer Support Greek seller

Returns & Refunds Policy

Introduction

The website http://www.dlastore.com is an online shopping store selling products through the Internet (hereinafter referred to as "online store") which was created and is being operated by the company under the name "LEONIDAS I. ANDRIKOPOULOS" (hereinafter referred to as the "Company", or "we"), headquartered in Athens - Greece, Halkidikis 35 and legally represented, with VAT Number EL068815788 and, Customer Service hotline of the online store +30 (210) 345 4746.

The following terms and conditions apply to the use of the online store with the brand name "DLASTORE" which is online at the URL http://www.dlastore.com. Each user who enters,  transacts or uses the services of the shop (hereinafter referred to as “guest” and / or “user” or “customer” depending on whether is limited to only visiting the online store or purchasing products) is considered to accept the following conditions without exception. Anyone who does not agree with these terms and conditions, they should refrain from visiting and using this website as well as making any transaction or use of the services of this online store.

External - Apparent Defects

Upon receipt of the product, the customer is required to unpack it and check it, so as to verify the absence of external or apparent defects, and in case there are, they should notify the COMPANY accordingly within ten (10) calendar days from the receipt of the product.

In case of damaged packaging, the customer shall not accept the product and request the COMPANY replace it.

Especially in the case of external or apparent defects on products associated with spare parts, the customer should not install them on machines.

The COMPANY is required in a short time period to replace the defective product with a new one.

Spare Parts and Functional Defects

Especially in the case of products related with spare parts, the COMPANY accepts that these are to fit only machines whose makes and models are mentioned in the descriptions of the corresponding listings in the online store, regardless of whether they may also fit machines of other makes and models.

Regardless of whether the relevant machinery or equipment is intended for home or professional use, the installation of spare parts should necessarily be carried out by qualified mechanics and only on machines whose makes and models are considered appropriate by the COMPANY, as these are mentioned in the descriptions of the corresponding listings in the online store.

The installation of spare parts may damage or destroy them or other components of a machine, and also incur serious risks for the health and safety of machine users in the following cases:

  1. when the installation of the spare parts is carried out by individuals or unskilled personnel.
  2. when the spare parts are installed on machines to which they are not suitable.
  3. when the machine on which the spare part was installed is not used as described in the user manual of the manufacturer.

In the above cases, the COMPANY is not liable for any functional defect on the product (spare part) and, therefore, has no obligation to reimburse the customer, even if they return the product.

When the COMPANY covers the return shipping costs

The COMPANY may cover the return shipping costs of a returned product in the following cases:

  1. In case different products are delivered from the purchased ones, in terms of type or quantity.
  2. If upon delivery the packaging is damaged.
  3. In case the delivered product has apparent or functional defects, or does not have a feature / property that was clearly mentioned within the corresponding product listing at the online store.

Terms & Conditions of Return - Customer Refund

The product should be returned by the customer in the condition it was received.

The return should be made within fourteen (14) working days after the receipt of the product. Any delay from the side of the customer may only be justified in case of force majeure events, otherwise the COMPANY reserves the right not to accept the late return of a product.

In all cases, the returned product should be shipped with all the accompanied documentation (e.g. Invoice, Sales Receipt etc) and its full packaging, unless the defect is found later than the delivery and the packaging does not exist. The product may be returned to the COMPANY via a shipping method defined by the COMPANY, or delivered by the customer to the physical store of the COMPANY.

In case a product is returned, the COMPANY may repair it, or replace it with a new one depending on the nature of the problem in agreement with the customer. In case the customer refuses the repair or replacement of the returned product, the COMPANY will refund the payment of the customer.

The refund of the customer will be made in the same way the customer paid for the product within three (3) business days after the receipt of the returned product:

  • In case the payment was made via credit card, the COMPANY will inform the issuing bank or payment gateway (e.g. PayPal) so that they cancel the transaction, and the bank or payment gateway will then take appropriate action defined by the contract signed between them and the customer. The COMPANY shall not bear any responsibility about when and how the bank or payment gateway perform the funds reversal to the customer.
  • In case of payment through bank money transfer, the COMPANY will refund the customer through money transfer to their bank account. Alternatively, the customer may be refunded in cash at the physical store of the COMPANY.

In case the product is returned damaged or incomplete, the COMPANY has the right to demand compensation from the customer, whose amount will be determined by the condition of the product. In that case, the COMPANY reserves the right to offset accordingly the customer payment and proceed with a partial refund.

Returns of Defective on Delivery (DOA) Products

In case a product is found defective on delivery (hereafter in referred to as “DOA product”), it will be returned by the customer and the return shipping cost will be covered by the COMPANY.

The DOA product may be returned by the customer either to the physical store of the COMPANY, or via appropriate shipping method defined by the COMPANY.

The return of DOA products will be accepted within ten (10) calendar days after their delivery date to the customer. The DOA product should not be damaged and returned with all the original documents accompanying it  (e.g. Invoice, Sale Receipt etc) and full packaging.

If the customer receives a DOA product, they reserve the right to also return all the parts that accompanied the product. For example, in case of a piston kit, if the defect is found on the piston only, the customer may also return the rings, wrist pin and circlips.

In case of  a DOA product is returned by the customer, and provided that the COMPANY has already received and checked it, it will be replaced with a new one. If the customer requests a refund, the COMPANY will fully refund the customer payment. The refund of the customer will be made in the same way the customer paid for the product:

  • In case the payment was made via credit card, the COMPANY will inform the issuing bank or payment gateway (e.g. PayPal) so that they cancel the transaction, and the bank or payment gateway will then take appropriate action defined by the contract signed between them and the customer. The COMPANY shall not bear any responsibility about when and how the bank or payment gateway perform the funds reversal to the customer.
  • In case of payment through bank money transfer, the COMPANY will refund the customer through money transfer to their bank account. Alternatively, the customer may be refunded in cash at the physical store of the COMPANY.

The refund will be issued within three (3) business days after the receipt of the DOA product.

Right of Withdrawal

  1. If the customer is a consumer who made the purchase of the product for his personal use and not for the service of his individual business (commercial, business, craft or professional), he is entitled to withdraw from the purchase up to 14 calendar days from the date of delivery of the product. The date of delivery of the product is considered the date of delivery of the product to the customer by the carrier (Postal Service, private transport company) or the date of delivery of the product by the COMPANY to the carrier indicated by the customer.
  2. This withdrawal is unjustifiable and without charge, and if the product has already been delivered to the customer, it must be returned exactly to the condition that it was received without having being used or even installed (for a product related to a spare part), with all its parts, the accompanying documentation and its factory box in excellent condition. Product return is only allowed if the customer has first paid out any amount that the company has charged for shipping the item and shipping costs for the return of the item.
  3. The revocation statement is filed in writing or electronically (email) and COMPANY is required to send a confirmation of receipt of a withdrawal statement as soon as it is received.
  4. The product is returned at customer's expense to a partner carrier of the COMPANY or shipped with a carrier of customer's choice at: Halkidikis 35, 104 47 Votanikos, Athens GREECE. The customer may also return the product themselves in person at the COMPANY's physical store.
  5. Following the return of the product, the COMPANY is obliged to reimburse the price received, except from the shipping costs paid by the customer for the return of the product. In the event that the withdrawal notice was made prior to the dispatch of the product, the COMPANY is obliged to reimburse the entire price received after the customer's cancellation statement.
  6. Refunds to the customer will be made in the case of credit card billing as follows: if, until the withdrawal and return of the item has been paid to the COMPANY, the COMPANY will be obliged to inform the Bank or the involved Payment Gateway (e.g. PayPal) to cancel the transaction and the Bank or Payments Gateway will proceed with any transaction provided for under the contract it has concluded with the customer. Following this update, the company has no responsibility for the time and manner of execution of the settlement regulated by the aforementioned agreement.
  7. In the case of a cash on delivery or a deposit to a bank account of the COMPANY, it will be made by returning the money to it from the COMPANY's branch or by depositing it into a client's bank account.
  8. Return will take place within 14 business days of both the product and the price.
  9. The Customer is liable to indemnify the Company if it has made use of it other than what is necessary to establish the nature, characteristics and operation of the goods in the period up to the declaration of withdrawal, and the COMPANY is entitled to agree with the customer even by offsetting it.
  10. The right of withdrawal under the provisions of Law 2251/1994 does not apply in the following cases:
    • The price of the product has been paid to the physical store and at the same time it has been picked up from the physical store as in this case the sale is not considered to have taken place remotely.
    • The product has been used. Use of a product recommends e.g. installation, usage, placement of components on the product.
    • The delivered product has been manufactured to the specifications that the customer has defined or according to his / her personal requirements and personal identities or which by their nature are impossible to return by shipment.
    • The product delivered is not included in the COMPANY's product catalog published in this online store and has been specifically ordered by the COMPANY on behalf of the customer and the COMPANY has informed the customer in writing about the the right of withdrawal upon order submission of the product.

Returns by the Postal Companies

If the product is returned by the postal companies because either the customer does not pick up the product from the local post office, or the shipping address they declared during checkout is unknown, the COMPANY will notify the customer via email to the mailing address they declared during checkout, and:

  1. if the customer wishes the product to be reshipped, they will be charged with the shipping cost of the new shipment.
  2. if the customer wishes to be refunded, the COMPANY will refund only the value of the product; i.e. not the shipping costs.
  3. if the customer does not respond to the initial notice of the COMPANY, the COMPANY shall be entitled to unilaterally and without further notice to refund only the value of the product; i.e. not the shipping costs.

The partial refund of the customer will be made in the same way the customer paid for the product:

  • In case the payment was made via credit card, the COMPANY will inform the issuing bank or payment gateway (e.g. PayPal) so that they cancel the transaction, and the bank or payment gateway will then take appropriate action defined by the contract signed between them and the customer. The COMPANY shall not bear any responsibility about when and how the bank or payment gateway perform the funds reversal to the customer.
  • In case of payment through bank money transfer, the COMPANY will refund the customer through money transfer to their bank account. Alternatively, the customer may be refunded in cash at the physical store of the COMPANY.

Safe Products - Warranty

The COMPANY’s products are durable products accompanied by all the necessary certification for safe operation. The products are accompanied by written user manuals (except from products whose use is simple and straightforward) and a written warranty of reasonable life-time in English. The guarantee form always includes the name and address of the guarantor, the product name covered by the warranty, the exact content, duration, local extent of power, and the rights provided by applicable law. The device warranty lasts according to the manufacturer from the date of purchase and allows the free restoration of potential problem, as long as the following conditions are met:

  • The warranty has not expired, and there is proof of purchase (Invoice, Sale Receipt).
  • The serial number of the product has not been altered.
  • The manufacturer's warranty does not exclude the problem of the product.

Limitation of Liability

In case of a defective product, beyond the repair or replacement of the product itself, or the reimbursement of the customer and coverage of the return shipping cost according to the terms and conditions mentioned in the preceding paragraphs, the COMPANY is not liable and is under no liability for any failure or damage may be caused by a defective product. Under no circumstances shall the COMPANY be liable civilly or criminally for any damages (direct, special or consequential, which indicatively and not restrictively, alternatively and / or loss of profits, data, compensation, etc.) customer of the online store or a third-party may sustain due to the defective product.

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