Refunds & Returns Policy

Last updated: 03/06/2026

This policy explains how returns, cancellations and refunds work for purchases made on https://eshop.enjoy-crete.com from Enjoy-Crete (Samara Panagiota).

1) Eligibility for returns

• Items must be returned in original condition (unused, with original packaging, where applicable).
• Some products may be excluded for hygiene or other legal reasons once opened (if applicable).
• Custom-made/personalized items may not be eligible for return unless defective.

2) EU consumer right of withdrawal (14 days)

If you are a consumer in the EU/EEA, you may have the right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason, unless a legal exception applies.

To exercise the right of withdrawal, you must notify us within 14 days and return the goods promptly (typically within 14 days after notice), unless otherwise required by applicable law.

3) How to request a return or cancellation

Email us at [email protected] with:

• Order number
• Your full name
• Item(s) you want to return
• Reason (optional, but helpful)
• Photos (required for damaged/defective items)

4) Return shipping

Unless the item is defective or we made an error, return shipping costs are generally paid by the customer. We recommend using a tracked shipping method. You are responsible for the item until it reaches us.

5) Damaged or defective items

If your item arrives damaged or defective, contact us as soon as possible (preferably within 48 hours) with photos of:

• The item
• The packaging
• The shipping label (if visible)

We will arrange a replacement, repair, or refund according to applicable law.

6) Refund method & timing

If a refund is approved:

• Online payments (Viva Wallet / IRIS): refunds are typically issued back to the original payment method.
• Bank transfer payments: refunds are issued via bank transfer to the IBAN you provide.

Refund timing depends on the payment provider/bank processing times. We may need to receive and inspect returned items before issuing a refund, unless the law requires otherwise.

7) Non-returnable items (examples)

The following may not be returnable, depending on circumstances and applicable law:

• Sealed goods that are not suitable for return for health/hygiene reasons once unsealed
• Custom-made or clearly personalized goods
• Digital content after performance has begun (if applicable)

8) Contact

For return/refund questions, contact us at [email protected].