Legal
Terms and conditions
The terms under which Wellen makes, sells and delivers its products to consumers in Greece, together with the rights the law gives you in every online purchase.
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Scope and identity of the seller
These terms govern every sale of products through the wellen.gr online store and every order that results in a contract of sale. They apply only to sales to consumers, meaning natural persons acting for purposes unrelated to their commercial, craft or professional activity. Sales to businesses are made only under a separate agreement.
The seller is the business trading as Wellen, reachable at hello@wellen.gr (together, Wellen or we).
Wellen makes its products in a small handmade facility in Thessaloniki and is responsible for placing them on the market. Before an order is placed, these terms are available in a readable form and can be saved or printed. The contract is concluded in Greek; the English version is provided as a courtesy translation and the Greek text prevails.
These terms apply as in force at the time the contract is concluded. Amendments do not affect orders that have already been confirmed.
How the contract is formed
The presentation of products in the store is an invitation to place an order, not a binding offer. Your order is a proposal to conclude a contract.
The contract is formed when Wellen sends you an email confirming that it accepts the order. That confirmation is sent to the address you provided and includes a summary of the products, the prices, the delivery charges, the seller details and these terms on a durable medium.
Until the confirmation is sent, Wellen may reject or limit an order, in particular where stock is exhausted, where there is an obvious error in price or availability, where the transaction appears fraudulent, or where the delivery details cannot be verified. In that case no compensation is owed and any amount already paid is refunded in full within fourteen (14) days.
The store allows you to order without creating an account. Before finalising, you are asked to accept these terms, confirm that you have read the withdrawal policy and correct any errors in your details; your acceptance is recorded electronically.
Prices, VAT and invoices
All prices are stated in euro and include the VAT applicable to food. Delivery, cash-on-delivery and any additional service charges are shown separately before the order is finalised and are never charged without prior notice.
The total price displayed at the final step is the price charged. Wellen may change its prices, without retroactive effect on orders already confirmed. If an obvious pricing error is discovered after confirmation, we contact you and perform the order only with your express agreement, or cancel it with a full refund.
A lawful tax document is issued for every sale and transmitted to the Greek tax authority (AADE) through the myDATA electronic books, in accordance with Law 4308/2014 and applicable law. If you need an invoice, you provide the company name, VAT number, tax office and billing address at the time of ordering.
Card payments carry no surcharge, in accordance with Article 62(4) of Law 4537/2018. Any charge relates only to a service you expressly requested, such as cash on delivery, and is shown before payment.
Payment methods
Payment is made by debit or credit card through a certified payment service provider, by cash on delivery where available, or by bank transfer to the account indicated at checkout.
Card details are collected and processed directly by the payment provider. Wellen does not store or have access to the full card number, the CVV code or strong customer authentication credentials. The transaction is processed with 3-D Secure where required.
The order is performed after payment is confirmed. If the transaction fails or is cancelled, no compensation is owed for any delay; you are informed how to repeat the process and you are not charged twice for the same order.
With cash on delivery, payment is made to the carrier or delivery partner, who issues a receipt. Any cash-on-delivery charge is shown before the order is finalised.
Delivery
Orders are shipped within Greece through cooperating courier companies with tracking. We do not ship to addresses outside Greece.
Preparation takes up to two (2) business days from payment confirmation, because products are baked in batches. Estimated delivery is one to three (1-3) business days for mainland Greece and two to five (2-5) business days for the islands, with a possible additional delay of one to two (1-2) days in remote or border areas. Weekends and public holidays are not counted.
Delivery times are estimates, not a guaranteed deadline. If delivery is materially delayed beyond the agreed or reasonable time, you will be informed and may withdraw freely with a full refund of the price paid, in accordance with Article 3ia of Law 2251/1994 and Article 18 of Directive 2011/83/EU.
The risk of accidental loss or damage passes to you when you, or a third party other than the carrier designated by you, take physical possession of the products. If you instruct a carrier of your own choice, risk passes when the goods are handed to that carrier.
Right of withdrawal within 14 days
You have the right to withdraw from the contract without giving any reason within fourteen (14) calendar days from the day on which you, or a third party other than the carrier designated by you, took physical possession of the products. The period is calculated in accordance with Article 3ia of Law 2251/1994 as in force, and no justification is required.
To exercise the right, a clear statement is sufficient. It may be sent by email to hello@wellen.gr, by post to the registered office, or using the model form below. You may also use any other clear means before the period expires, and Wellen will acknowledge receipt of the withdrawal in writing, preferably on a durable medium.
After withdrawing, you must return the products without undue delay and in any event within fourteen (14) days of your statement. The direct cost of returning the goods is borne by you, unless the products were faulty or incorrect. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products.
Wellen refunds all payments received, including the cost of standard delivery, without undue delay and in any event within fourteen (14) days of the withdrawal statement. The refund is made using the same means of payment, unless expressly agreed otherwise, and at no cost to you. Any supplementary cost for a faster or more precise delivery chosen by you is not refunded.
Wellen may withhold the refund until it has received the products back or you have supplied evidence of having sent them, whichever occurs first.
Specifically for food: a sealed granola pack is not automatically excluded from the right of withdrawal simply because it has a long shelf life. The right applies normally provided the pack is returned intact and unopened, with its tamper seal and batch label in place. Conversely, no right of withdrawal applies to a product that has been unsealed or opened after delivery, to a product that has deteriorated through handling or storage contrary to the instructions on the pack, or to products expressly sold as perishable or short-life (for example freshly baked items or samples), for which specific information is given before the order. These exceptions rest on Article 3ia(4) of Law 2251/1994 and correspond to Article 16 of Directive 2011/83/EU.
Faulty products, incomplete or incorrect delivery
If a product is faulty, deteriorated, different from what you ordered, or its packaging was damaged in transit, you have the rights under Law 2251/1994 and Articles 534 et seq. of the Greek Civil Code. You may choose free repair or replacement, a price reduction, or withdrawal with a full refund.
Report the issue to hello@wellen.gr with your order number and, where possible, a photograph of the product and packaging. Wellen replies within a reasonable time and in any event within one (1) month of the report.
In these cases the cost of returning the goods and of reshipping is borne by Wellen. Replacement is made with the same product or, if unavailable, with a product of equal value or a refund, as agreed with you.
The statutory conformity guarantee applies for two (2) years from delivery. The best-before indication concerns food quality and does not limit your statutory rights as a consumer.
Food information and allergens
Every product carries the information required by Regulation (EU) 1169/2011: an ingredient list, allergen declarations in bold, net quantity, best-before indication, storage conditions and batch details. This information is also available on each product page before the purchase is completed.
Products are made in a facility where nuts, sesame, gluten, soya, milk and sulphites are used. Despite separation measures, the presence of traces cannot be excluded; people with severe allergies must take account of the declaration specific to each product.
Nutrition information and claims are framed in accordance with Regulation (EC) 1924/2006. Claims about protein or fibre concern the composition of the product and are not a substitute for medical or dietetic advice.
Liability
Wellen is liable for the conformity of the products with the contract and for any damage caused by its intent or negligence, in accordance with Law 2251/1994 and the Civil Code. Nothing in these terms limits liability for death or personal injury, for damage caused by a defective product within the meaning of Article 6 of Law 2251/1994, or any mandatory consumer rights.
Wellen is not liable for damage caused by unsuitable storage after delivery, by use contrary to the instructions on the pack, or by failure to read the allergen declaration.
Delay or inability to perform due to force majeure (for example strikes, extreme weather, disruption of carrier services, extraordinary public health measures) does not constitute default by Wellen; you will be informed and may withdraw at no cost.
Customer service, complaints and alternative dispute resolution
For any question or complaint about an order, contact hello@wellen.gr. Wellen undertakes to reply within ten (10) business days and in any event within the time required by applicable law.
As a consumer you may contact the Greek Consumer Ombudsman (Synigoros tou Katanaloti, an independent authority, 144 L. Alexandras Avenue, 114 71 Athens, www.synigoroskatanaloti.gr, tel. +30 210 6460862), which acts as an alternative dispute resolution body under Directive 2013/11/EU. Recourse is optional and is not a precondition for pursuing your claims before a court.
For cross-border disputes you may contact the European Consumer Centre Greece. Please note that the EU Online Dispute Resolution (ODR) platform has ceased operation under Regulation (EU) 2024/3228, which repealed Regulation (EU) No 524/2013; that is why no link to it is provided.
Governing law and jurisdiction
These terms are governed by Greek law, in particular Law 2251/1994 as in force, the Civil Code, Law 4624/2019 and EU consumer protection law. Consumer protection provisions apply irrespective of any choice of law.
For any dispute arising from or connected with the contract, the courts of Thessaloniki have jurisdiction, without prejudice to the rules on international jurisdiction and consumer protection (Article 17 of Regulation (EU) 1215/2012), which prevail and preserve your ability to bring proceedings in the courts of your domicile.
If any provision is held invalid or unenforceable, the remaining provisions continue in force and the invalid provision is replaced by the provision closest to its purpose. The invalidity of an individual clause does not affect the validity of the contract.
Model withdrawal form
To: Wellen, hello@wellen.gr.
I hereby give notice that I withdraw from the contract of sale of the following products: …… (description of products).
Order number: …… Date of order: …… Date of receipt: ……
Consumer name: …… Address: …… Date: …… Signature (only if the form is submitted on paper): ……
The form is optional; any clear statement of withdrawal within the fourteen (14) day period is sufficient.