Returns & Replacements Policy

At Aretousa Wines, we deeply value the trust you place in us with every order and are committed to ensuring the complete satisfaction of our customers. Our returns policy is designed with full transparency, respect for the consumer, and strict compliance with applicable legislation on distance selling.

We understand that, despite our best efforts to provide excellent service and ensure the safe delivery of our products – especially given the delicate nature of glass packaging – rare cases may arise that require a return or replacement.

This policy outlines in detail the conditions, steps, and communication methods to be followed for any such request.

General Return Terms

• Returns are accepted within 14 calendar days from the date of product delivery.

• The product must be returned in its original condition, fully sealed and unopened or unconsumed.

• Proof of purchase (receipt or invoice) is required.

• Products that have been opened, partially consumed, or tampered with in any way are not eligible for return.

Returns Due to Withdrawal (Consumer Right)

According to European and Greek legislation, the customer has the right to withdraw from the purchase within 14 calendar days from the receipt of the order. The following conditions apply:

• The product must not have been opened, used, or altered.

• Packaging must be intact and in its original condition.

• The customer is responsible for the return shipping costs.

• After our company inspects the returned product, we will issue a refund within 7 business days using the same payment method used for the original transaction.

• The right of withdrawal does not apply to products made to order or perishable goods, such as bottles that have already been opened.

Returns Due to Incorrect Order

If you receive a different product from what you ordered, please contact us within 48 hours and provide photographic evidence. We will handle the immediate replacement of the product at no cost to you.

Returns Due to Defect or Damage During Transport

All our orders are packaged using special protective materials suitable for glass bottles and fragile items. However, in the event that a product arrives visibly damaged or broken, the following applies:

• The customer must inspect the package upon receipt, in the presence of the delivery carrier.

• If a broken or clearly damaged bottle is observed, this must be noted on the delivery slip, and the package should not be accepted.

• In any case, within 24 hours of delivery, please send an email to [email protected], attaching photos of the damaged product and outer packaging.

• Once the issue is verified, we will either send a replacement product at no extra charge or issue a full refund, upon consultation.

Promotional Offers & Campaigns

As part of our commercial strategy, we may offer special bundles, discounts, and promotional campaigns (e.g., “5+1 Free”, “10+2 Free”, free shipping, discount coupons, etc.). Returns or replacements of products purchased through such promotions are subject to the following conditions:

Returns of Gifted Products
In offers such as "buy X, get Y free", returns or order cancellations are only accepted if all included products are returned, including any free or promotional items.
Example: For a “5+1 Free” package, all 6 bottles must be returned – selective returns are not accepted.

Adjustment of Refund Value
In the case of partial returns from a promotional offer, the company reserves the right to adjust the refund amount based on the regular sale price of the retained products, excluding promotional discounts or free items.
Example: If 5 bottles are returned from a 6-bottle package (with one being a free item), the refund will be calculated based on unit prices, not on the bundle price.

Free Shipping & Cancellations
If an order included free shipping, but a return or cancellation affects the quantitative or financial criteria of the promotion (e.g., falling below the minimum value threshold), the company reserves the right to deduct shipping costs from the total refund.

Note:
We are not responsible for damages reported several days after delivery or without sufficient evidence.

Important Notes

• Please do not return any products without prior communication with our company.

• We reserve the right to reject returns that do not meet the above conditions.

• Our policies comply with current legislation on distance selling and consumer rights.

Email Contact

Alternatively, you can contact us by email by sending your request to: [email protected]

Our customer service team will review your message as soon as possible and provide clear instructions on the required process – whether it concerns a return, replacement, inquiry, or clarification about your order.

For better and faster assistance, please include the following in your message:

• Your order number

• The full name or company name under which the purchase was made

• A brief description of the issue or request

• Photographic material (if it concerns a defective or damaged product)

All inquiries are answered with care and responsibility within 1–2 business days, depending on the volume of requests.

Telephone Support

Customer service is a top priority for Aretousa Wines. Our experienced support staff is at your disposal for any questions or clarifications regarding returns, replacements, damages upon delivery, or issues with your order.

Contact number: +30 210 6022143

Customer service hours:
Monday to Friday: 09:00 – 18:00 (excluding holidays)

When contacting us by phone, we recommend having the following details available for quicker service:

• Your order number

• The full name or company name used for the purchase

• Any additional relevant information (e.g., delivery date, problem identified)

Our customer service team will guide you step-by-step through the correct process for returns or replacements, respecting your time and trust.