Return & Refund

1. Product Returns
Right of Withdrawal from Distance Contracts under Law 2251/1994 (as amended by K.Y.A. Z1-891/2013)

The Customer has the option to easily return products purchased from the online store within fourteen (14) days of receiving them, solely because they have had a change of mind. The Customer can return the products directly to Ganopharm's facilities located at 19 Koundouriotes, Lavrio 19500. In the case of online orders, the Customer may contact the Customer Service department of the COMPANY either by phone (tel: 22920 60153) or by sending an email to before returning the products. Specifically, the Customer has the right to return a product purchased from the online store without specifying reasons, subject to the following terms and conditions:

(a) Within fourteen (14) calendar days from the date of entering into the contract for the provision of services (in the case of services) or from the delivery (in the case of products) or receipt (when the Customer has chosen 'in-store pickup') of the product, and in cases where multiple goods were ordered by the Customer in a single order but were delivered separately or at different times from the initial delivery, the Customer is entitled to withdraw from the purchase (hereinafter referred to as "Withdrawal").

(b) This withdrawal is without justification, and the Customer is required to return the product exactly in the pristine condition in which it was received. Specifically, the returnable product should not have been used and should be in perfect condition ("as new") just as it was before the sale, in its original packaging (box, plastic, foam, etc.), which should be free from tears or damage/alterations, and it should contain all the contents of the original packaging. Furthermore, to accept the return of the product, the original purchase receipt (retail receipt, invoice) must be presented by the person who initially purchased the product and whose details are reflected on the purchase receipt.

(c) The Customer is obliged to reimburse the COMPANY for the cost incurred by the COMPANY for shipping the product to the Customer and for the return shipping costs.

(d) The notice of withdrawal must be made in writing, either by sending it to the postal address of the COMPANY ("GANOPHARM HELLAS IKE," 19 Koundouriotes, Lavrio 19500) or by sending it electronically to or electronically through the relevant link, and the COMPANY is obligated to confirm in writing the receipt of the withdrawal as soon as it is received.

(e) The Customer is required to return the products within fourteen (14) calendar days from the day they have communicated their withdrawal to any Ganopharm physical store. The COMPANY, if desired by the Customer, may pick up the product for return from the Customer's location, charging the Customer €5 for the service.

(f) Following the withdrawal declaration, the COMPANY is obligated to refund the Customer the price it received. In the case of payment by credit card, the COMPANY, once it has received the payment from the bank, will inform the bank of the cancellation of the transaction, and the bank will take any necessary action. The COMPANY bears no responsibility for the time and manner of execution of the refund, which is regulated by the contract between the issuing bank and the Customer. In cases where the Customer had chosen 'in-store pickup,' the refund will be made from any Ganopharm store of the COMPANY. For products purchased with consumer credit, a refund of money is not possible due to the inability to cancel the consumer credit; the Customer is solely entitled to receive a credit note of equivalent value for the purchase of other products.

(g) The refund of the price due to withdrawal will be made within fourteen (14) business days from the time the COMPANY received a proven notice of the withdrawal.

(h) No delivery costs are refunded unless the Customer chose a delivery method other than the least expensive standard delivery method offered by the COMPANY.

(i) The Customer is liable to compensate the COMPANY if they used the product in a way other than necessary to determine the nature, characteristics, and operation of the goods during the period leading up to the declaration of withdrawal. The COMPANY is entitled to agree with the Customer on the compensation even through a mutual offset. In the case of withdrawal concerning service provision, the Customer must pay an amount proportionate to the services provided until the withdrawal declaration. If the Customer exercises the right of withdrawal, any related contracts automatically terminate, at no cost to the Customer.

(j) A product sold with an additional gift must be returned with the additional gift; otherwise, the value of the gift will be deducted from the refundable amount.

2. Exceptions to the Right of Withdrawal
per Article 4 § 10 of Law 2251/1994 The right of withdrawal as per Article 4 § 10 of Law 2251/1994 does not apply in the following cases:

  1. When the price of the products has been paid in a physical Ganopharm store, and furthermore, the products have been received from a physical Ganopharm store, as the sale is not considered to have been made remotely.

  2. Products that are not suitable for return due to reasons of health protection or hygiene, and have been unsealed after delivery, such as personal care items.

  3. Products that have been used.

  4. Service contracts that have been fully performed after the Customer's prior explicit consent, and with the Customer's acknowledgment that they will lose their right of withdrawal as soon as the contract is fully executed by the COMPANY.

9. Claims arising from defects or lack of agreed properties

The withdrawal specified in paragraph 10 hereof does not apply to defective products or products lacking agreed properties, which are covered by their respective warranties.

Claims due to Defectiveness or Lack of Agreed Properties The withdrawal referred to in paragraph 10 of this provision does not apply to defective products or products lacking agreed properties that are covered by their respective warranties.

2.1. Seller's Liability for Actual Defects or Lack of Agreed Properties

In cases of the COMPANY's liability for an actual defect or lack of agreed properties of the product ('legal warranty'), the Customer is entitled, at their option: a) to demand, without incurring any costs, the repair or replacement of the product with another, unless such action is impossible or would require disproportionate expenses, b) to request a price reduction or c) to withdraw from the sales contract, unless it concerns a minor actual defect. For an attribute to be considered agreed upon, it must be agreed upon in writing. If the Customer chooses the repair or replacement of the product, the COMPANY must perform such action within a reasonable time.

In every case where the Customer identifies a defect, they have the option to contact the online store immediately, on the same day of delivery or the next working day, at 210-7235262 or at the email Once a product is declared defective by the Customer, the COMPANY expressly reserves the right to conduct a prior diagnosis of the product by qualified technicians.

Limitation of Liability: The COMPANY does not provide a guarantee nor assure the fitness of the product for any specific purpose.

2.2. Supplier's Liability and Warranty

New products with a long lifespan ('durable consumer goods') are accompanied by a mandatory written warranty ('commercial warranty') from the manufacturer of the product or the business that introduced the product to the EU, or the business that is presented as the manufacturer ('Supplier'). The key terms of the commercial warranty are as follows: