Returns
Returns and withdrawal
How to return a product, who pays the delivery costs, what applies to food, and when refunds are issued.
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When you can return a product
There are three cases: (a) withdrawal within fourteen (14) days without giving a reason; (b) a faulty, deteriorated or incorrect product; (c) damage in transit.
In cases (b) and (c), return is at Wellen cost and the fourteen (14) day period for reporting does not apply, since these are statutory consumer rights.
14-day withdrawal
You may withdraw within fourteen (14) calendar days of receipt, without giving a reason, by writing to hello@wellen.gr or using the model form included in the terms. Wellen acknowledges receipt of the statement.
Products are returned within fourteen (14) days of the statement, preferably in the original packaging and with the tamper seal intact. Sending by a courier with tracking and sharing the tracking number is recommended.
Faulty or incorrect product
If a product is faulty, deteriorated, different from what you ordered, or its packaging has been damaged, tell us at hello@wellen.gr with the order number and, where possible, a photograph.
You may request replacement, repair, a price reduction or withdrawal with a full refund, at your choice, in accordance with Law 2251/1994 and Articles 534 et seq. of the Greek Civil Code. The cost of returning and reshipping is borne by Wellen.
Step-by-step process
Step one: email hello@wellen.gr with the order number, the product and the reason for return. No form is required; a clear statement is enough.
Step two: you receive return instructions and, where applicable, a return code within two (2) business days. Do not send the parcel before receiving the instructions.
Step three: pack securely, include a note with the order number and send to the address indicated. Keep the tracking number.
Step four: we inspect the product on receipt and complete the replacement or refund. We confirm the outcome by email.
Who pays the delivery costs
Withdrawal: the direct cost of returning the goods is borne by the customer, provided this was communicated before the order, as it is by these terms. Wellen refunds the price of the products and the cost of standard delivery.
Faulty, deteriorated or incorrect product, or damage in transit: the cost of returning and reshipping is borne by Wellen. If you have paid such costs, they are reimbursed against the relevant receipt.
Hygiene exception and food
Sealed food with a long shelf life, such as granola, is returned normally provided the packaging is intact and unopened. The tamper seal and batch label must be in place.
Returns are not accepted for a product that has been unsealed or opened after delivery, for a product that has deteriorated through storage contrary to the instructions on the pack, or for products expressly sold as perishable or short-life, such as freshly baked items or samples. The exception rests on Article 3ia(4) of Law 2251/1994 and is notified before the order.
If in doubt, contact us before sending anything; we assess each case on the condition of the packaging and the reason for the return.
Timing and method of refunds
Refunds are issued without undue delay and in any event within fourteen (14) days of the withdrawal statement, using the same means of payment, at no cost to the customer.
Wellen may withhold the refund until it has received the products back or you have supplied evidence of having sent them.
If a product has diminished in value through handling beyond what is necessary, a corresponding amount may be deducted after reasoned notice. Diminution does not cover inspecting the product, such as opening the outer packaging to check the contents.
If the parcel arrived damaged
Take photographs of the box and the product before discarding the packaging and send them to hello@wellen.gr within a reasonable time of receipt. You do not need to file a claim with the carrier; we handle that procedure.
After inspection we proceed with a replacement or a refund, at your preference, together with the delivery costs.
Contact for returns
Email: hello@wellen.gr.
Please quote the order number in your messages so that the transaction can be located immediately. We reply within two (2) business days and complete every return within the deadlines set by law.