Everything you need to know concerning your consumer rights: Legal Guarantee and Withdrawal
Your right to withdraw from a purchase
When we buy something online, we are unable to check it before receiving it. It might not be suitable for us, significantly different from what was described, or we might just not like it after all.
For the reasons above, you have the right to withdraw from an online purchase within 14 days of the initial delivery without the need to give a reason you want to withdraw. This is the official term about the right to withdraw from an online purchase.
Your right to use the legal guarantee
Every product sold in European Union have a 2 years warranty, which is called "legal" warranty. It is provided from the seller that sold you the product and is free of charge.
It covers any manufacturer's defect or missing specification since the initial delivery, either this is noticed from the buyer right when they receive the product, or during the first 2 years of the initial delivery.
The manufacturer or the seller, can offer a supplementary warranty, know as commercial warranty.
A commercial warranty is a guarantee that the seller or producer provides, in addition to the legal guarantee, optionally to the consumer, to cover repair or maintenance or replacement of the product, or a refund in accordance with the terms of the warranty, and it can be provided free of charge or with a fee.
Important note Commercial warranties do not replace or diminish legal guarantees provided by consumer protection laws. |
So, can I return a product I bought online?
Yes. You have the right to return a product you bought within 14 calendar days from initial delivery. It must be in good condition, with no signs of use, and inside its original packaging. Of course, you can open and check the product, unless it fall under a category that make it non returnable, such us personal hygiene products and products with copyrights. You can check the process here, as well as read the exceptions listed (such as purchases with invoice).
Who pays the cost of the return shipment?
When buying through Skroutz, the shipping cost of the return, including the shipping cost, is covered by Skroutz. When buying directly from a partner's e-shop, the return policy of that e-shop is applied.
Is legal guarantee provided by every store?
Yes
What more can a commercial warranty offer, compared to the legal guarantee?
The most common benefit from a commercial warranty is the extension of its duration beyond the first 2 years of the initial delivery. In some cases, its duration can reach 10 years, or even for the product's lifetime. It can also provide faster service in case of a defect through an official service center in Greece, free repairs even if the damage has been cause by the consumer. Since the terms are not the same for each commercial warranty, we suggest to read the carefully before each purchase.
Do all stores provide commercial warranty?
No. Some manufacturers offer their commercial warranty only through their official resellers' distribution network. In our platform you can spot these stores by the blue badge "Official Reseller".
What official distribution network means? What is a parallel import?
Most multinational companies have partnered with specific distributors and resellers in each country, that are known as official representatives. Official representatives buy products directly from the manufacturer/brand, and resell them to the partnered stores. All official resellers have some kind of benefits from the manufacturer, which inevitably influences the final price of the product. As a result, while customers may find competitive pricing among different resellers, the final price may not always be the lowest available due to the various incentives and benefits passed down from the manufacturer.
On the other hand, many merchants choose to procure their goods through "parallel imports" or as often referred to, "parallel importing". This is a legal way of importing goods, where instead of an official representative of the country, they choose to import their goods through another country's representative that offers better pricing. As a result, they manage to offer better prices to the end customer, usually with less benefits of after-sales services from the manufacturer.
How Skroutz helps with warranty when buying through Skroutz?
Buying through Skroutz, you can contact Skroutz directly in case you notice a defect in a product you bought, so that we can guide you through the steps you need to follow.
If you notice any defect the first 12 months from initial delivery, you can submit a return request,
by choosing "Faulty product" as a return reason in the return form directly through Skroutz, and we will contact you for further assistance.
After 12 months of initial delivery, the product needs to return to the store to determine whether there is a defect or not. In this case, you can contact us, in order to return the product and proceed with the necessary inspection. Once the inspection process is complete, you will be inform with a service report and the following steps.
What happens if a store goes out of business or is not a Skroutz partner anymore?
When buying through Skroutz, you will not have to worry in case of such a scenario. Our customer care team in Skroutz will make sure the product is inspected under legal guarantee, even if the seller is no longer a Skroutz partner or has close permanently.