Returns Policy

Product Returns and Replacement Rights

1. Return and replacement due to incorrect product shipment

Product return is accepted only in case that a different Product has been delivered than the one actually ordered due to an error in the order’s process, pricing, shipping, or if the Products were damaged during transport, when the transport is operated by a cooperating carrier of our Store. In this case, the shipping costs (return and shipping back) are entirely borne by us.

2. Return and Replacement of Defective Products

Marakaki Store takes all possible measures to ensure that all Products (regardless of type) are free of any defect. In very rare cases, however, there is a risk that some of the Products will reveal a defect during its operation or be damaged during its shipment to you. For this reason and regardless of your above right to withdraw which is not affected, we invite you to check the products on the date of their receipt.

If the customer at the time of the Product’s receipt finds any external or aesthetic defect, and in the event that there are such defects, he is entitled to refuse the receipt and return it to the carrier. Our Store is obliged in a short period of time, and depending on Product’s availability, to replace this Product with a new one. In case of unconditional receipt of the Product, it is considered that it has been delivered in excellent condition without any defects.

In case you find out that there is any kind of damage and / or a defect to the product which is not attributable to your fault or due to misuse or non-proper use of the Product by you, then kindly inform us no later than two (2) working days upon the receipt of the corresponding Product by contacting us at the telephone number of the Store’s customer service center +302821020609 [contact hours: Monday-Wednesday-Saturday 09.00am-14.00pm & Tuesday-Thursday-Friday 09.00am-2pm & 17.30-21.00pm)stating that you wish to replace this Product with a new one, without prejudice to your right of withdrawal which is not affected.

The Customer expressly waives the right of withdrawal and / or replacement of the Product in case he/she used the Product in a manner which is clearly beyond the normal use of the Product for the determination of its nature, characteristics and operation, as it would take place in a physical store, thus making the product second – hand.

In case of Products’ return due to a defect, our Store at its sole discretion will repair it or replace it. Alternatively, and under the condition that our Store has received and tested the Product and explicitly acknowledged the defect via a written email to the Customer (construction failure of the Product) we will refund the purchase price to the customer with the same transaction payment method he/she made payment. In this case, the money refund will be executed within fourteen (14) calendar days from the date of sending the defect confirmation e-mail to the Customer.

3. Other Rights

In case you wish to exercise your right to withdraw and refund the amount paid instead of the right of replacement, the refund / credit of your money may be made either by crediting your bank account or by crediting your credit / debit card. If the refund is executed by crediting your bank account, we kindly ask you to inform us via email to enquiries@marakaki.com for your account number (IBAN), the bank holding your account and the name of the beneficiary as stated in the banknote. For security reasons, the beneficiary of the account number shall be the same person listed on the receipt / purchase invoice for the Product you have returned to us.

Sometimes there may be a delay in crediting your credit card due to the bank’s transaction procedures. Please contact us if you have not received the money refund within fourteen (14) calendar days. In any case, if the Store has credited the respective amount, it shall bear no responsibility for the actual time of the credit of the refundable amount due to the procedures of the cooperating Bank of the Customer.

4. Product Return Procedure

The procedure for returning the Products after canceling orders placed through the Online Store is the following: You will receive a Return Form with the details of your order (order number), the ordered Products, the number of the purchase receipt/invoice and the date of issuance as well as your personal information [Tick the Products (s) you want to return [note the reason of return – send the Product(s) accompanied with the Return Form to the address listed each time in the Return Form. If you do not complete the Return Form and do not send it along with the Product(s), you explicitly and unconditionally acknowledge that you waive the right of replacement and accept the Product as it is.

In any case of return, the Product shall be accompanied by the original receipt / purchase invoice. For all the above cases, the Products must be in the same condition as when received by you, complete and without damages (accompanied with the labels of their quality characteristics and value, the rest of the labels and their stickers) and their packaging shall be the one which normally accompanies the Product(s) (to comply with the Product’s code that the Store stores) and shall be in excellent condition, along with all the documentation that accompanied the product (e.g. Dispatch Note, Invoice, Retail Receipt, etc.). If the Product is not accompanied by the documents of this paragraph, then you explicitly and unconditionally acknowledge that you waive the right of replacement and accept the Product as it is.

In any case of Product return, the return is carried out through a carrier – partner of the Store. If the return is carried out through another carrier, the shipping costs will be borne by you, as well as in other cases that are explicitly stated herein.