Returns and Right of Withdrawal

I. Introduction

We want you to be fully satisfied with your purchase. If you are not, you may withdraw from the contract and return the product within 14 days of receiving it, without giving any reason – every consumer has this right under EU law. Below we describe how to do this.

If the order was placed as part of a promotional campaign, the rules for returning the individual items of the order (including the refund amount) are set out in the terms of the promotion concerned.

II. How to return a product

1. Please send a message to [email protected] with the subject “Return” or send us the completed form (Section VI). Please state the order number, the full name shown on the order and the email address used when placing the order.
2. We will reply within 2 working days, providing the return address.
3. The product must be sent back no later than 14 days from the day on which you informed us of your withdrawal from the contract.

Return instructions can also be found on the information card included in the parcel.

Return conditions

• The product must be unused and in its original packaging.
• We do not accept parcels sent cash on delivery.
• The cost of sending the product back is borne by the Customer.

III. Instructions on the right of withdrawal

Right of withdrawal

The Consumer has the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which the Consumer acquires, or a third party other than the carrier and indicated by the Consumer acquires, physical possession of the goods.

To exercise the right of withdrawal, the Consumer must inform us

Commerto Limited
Dositheou 5, PARABUILDING, BLOCK A
1st floor, Flat/Office 102A
1071 Nicosia, Cyprus
Email: [email protected]

of his or her decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). The model withdrawal form provided at the end of this page may be used, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for the Consumer to send his or her communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If the Consumer withdraws from this contract, we shall reimburse to the Consumer all payments received from him or her, including the costs of delivery (with the exception of the supplementary costs resulting from the Consumer’s choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about the Consumer’s decision to exercise the right of withdrawal from this contract. We will carry out such reimbursement using the same means of payment as the Consumer used for the initial transaction, unless the Consumer has expressly agreed otherwise; in any event, the Consumer will not incur any fees as a result of such reimbursement. If payment was made by cash on delivery, we will refund the money to the bank account indicated by the Consumer.

We may withhold reimbursement until we have received the goods back or evidence of the goods having been sent back has been supplied, whichever is the earliest.

The Consumer shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which he or she informed us of the withdrawal from this contract. The deadline is met if the Consumer sends back the goods before the period of 14 days has expired. Before sending the goods back, please contact us at [email protected]; we will provide the return address.

The Consumer will have to bear the direct cost of returning the goods.

The Consumer is liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where they were unsealed after delivery (Article 16(e) of Directive 2011/83/EU).

This exception applies only where the product was sealed (e.g. with a membrane bearing a guarantee seal on the bottle or with sealed outer packaging) and the seal has been removed. If the seal is intact, the product may be sent back regardless of whether the outer packaging has been opened.

The right of withdrawal also does not apply to digital content which is not supplied on a tangible medium (e.g. an Ebook accessed via a QR code) if its supply has begun with the Consumer’s prior consent to the supply beginning before the end of the withdrawal period and after he or she has acknowledged the loss of the right of withdrawal.

IV. Defective products

If the product is defective, arrived damaged or does not match its description, the Consumer is entitled to statutory claims under the legal guarantee of conformity pursuant to EU consumer law, with a two-year limitation period running from delivery. Information on the expected durability of the product is provided by the date of minimum durability printed on the packaging.

Please send a message to [email protected] — we will document the claim and replace the affected product or refund the money for it.

V. Contact

Email: [email protected]

Further information on delivery can be found on the Delivery Methods page.

VI. Model withdrawal form

If the Consumer wishes to withdraw from the contract, please complete and return this form.

• To: Commerto Limited, Dositheou 5, PARABUILDING, BLOCK A, 1st floor, Flat/Office 102A, 1071 Nicosia, Cyprus, email: [email protected]:
• I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*) / for the provision of the following service(*)
• Ordered on(*) / received on(*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date

(*) Delete as appropriate.