1. Scope and Definitions

1.1. This Policy applies to an individual acting wholly or mainly outside their trade, business, craft or profession (a “Consumer”).

1.2. The statutory change-of-mind right described in this Policy does not apply to purchases made by companies, organisations or individuals acting for business or professional purposes. Corporate and other B2B orders are governed by the agreed commercial terms and any mandatory rights that cannot lawfully be excluded.

1.3. A claim concerning goods that are defective, unsafe, damaged, materially misdescribed or incorrectly supplied is different from a change-of-mind withdrawal. Exclusions that apply to change-of-mind withdrawals do not remove rights relating to non-conforming goods.

1.4. The policy profile is determined primarily by the delivery destination recorded on the order and by any mandatory law applicable to the consumer contract. The domain, language, currency or current IP address does not by itself determine entitlement.

1.5. Certain territories may require customs formalities even when associated with an EU Member State. Such cases may require manual routing instructions without affecting any mandatory right.

2. Cancellation Before Carrier Handover

2.1. You may request cancellation before the order is handed to the carrier by contacting our Customer Care Team through the Contact Us page or by emailing cs@elenianna.com. Please include your order number.

2.2. We will make reasonable efforts to stop fulfilment, but cancellation is not guaranteed once preparation, personalisation, packing, label creation, manifesting or carrier collection has begun. A cancellation request does not itself cancel the order, void the payment or create an automatic refund.

2.3. For the purposes of this Policy, carrier handover occurs when the shipment has been collected, accepted or scanned by the carrier, or when our fulfilment record shows that it has been dispatched, whichever occurs first.

2.4. A personalised or made-to-specification order may become non-cancellable once production or personalisation has commenced. This does not affect rights relating to a defect, non-conformity or an error by elenianna.

3. Statutory Right of Withdrawal for EU Consumers

3.1. If you are a Consumer, the goods are delivered to a European Union destination, EU consumer-protection law applies to the purchase and no statutory exception applies, you may withdraw from the online contract without giving a reason within fourteen (14) calendar days.

3.2. The withdrawal period expires fourteen (14) days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

3.3. If one order contains multiple goods delivered separately, the period begins when the last item is received. If one item is delivered in multiple lots or pieces, it begins when the last lot or piece is received.

3.4. You may communicate your decision before delivery. If the shipment has already been handed to the carrier, the declaration does not automatically stop, recall or redirect it. Unless we instruct you otherwise in writing, accept delivery and follow the return procedure instead of refusing the parcel.

3.5. Your statement should identify you and the relevant contract, normally through your full name, order number, the goods concerned and an electronic contact address. You do not have to explain your reason.

3.6. When the electronic function is used, you will be provided with a separate “Confirm withdrawal” action. We will send an acknowledgement without undue delay on a durable medium, normally by email, containing the declaration content and the exact submission date and time.

3.7. Use of the Model Withdrawal Form is optional. Any other clear and timely statement is sufficient.

3.8. If we have failed to provide you with the legally required information about the right of withdrawal, the withdrawal period is extended in accordance with applicable law, up to a maximum of twelve (12) months after the end of the initial fourteen-day period. If the required information is supplied within that extended period, the fourteen-day period runs from the day on which you receive it.

4. Mandatory Rights in the United Kingdom, South Korea, India and Other Non-EU Markets

4.1. Some non-EU jurisdictions provide mandatory distance-selling cancellation rights. Where such rules apply to your contract, elenianna will honour them notwithstanding the operational policy in Section 5.

4.2. United Kingdom: Where UK distance-selling rules apply, an eligible Consumer generally has fourteen (14) days after receiving the goods to notify cancellation and a further fourteen (14) days to return them, subject to the applicable statutory exceptions.

4.3. South Korea: Where the Korean Act on Consumer Protection in Electronic Commerce Transactions applies, an eligible Consumer may generally withdraw from the contract within seven (7) days of the date on which the goods are supplied (Article 17(1)). Where the goods supplied differ from the contents of the contract or from any advertisement, a longer period applies under Article 17(2), running from supply or from the date on which the Consumer became aware of the discrepancy, subject to the statutory limits. Withdrawal is not available in the cases set out in Article 17(3), which include goods destroyed or damaged through a cause attributable to the Consumer, goods whose value has been materially reduced through use or partial consumption, goods whose resale value has been materially reduced by the passage of time, and goods produced to the Consumer's order where withdrawal would cause the seller irrecoverable harm and the Consumer was separately informed of this before purchase. For a change-of-mind withdrawal under Article 17(1), the Consumer bears the cost of returning the goods. Any term of this Policy that is disadvantageous to the Consumer compared with Article 17(1) is void under Article 35 of that Act and will not be applied.

4.4. India: Where Indian e-commerce consumer-protection rules apply, an eligible Consumer may cancel or return goods in accordance with [INSERT: applicable statutory period and conditions, to be confirmed with Indian counsel]. Elenianna will not refuse a return where a mandatory Indian rule requires it, and will publish the applicable cancellation, return and refund terms on the relevant storefront.

4.5. The specific periods, exceptions and refund obligations stated in Sections 4.2 to 4.4 are summaries provided for guidance. Where they differ from the mandatory rule actually applicable to your contract, the mandatory rule prevails.

4.6. Returns from the United Kingdom, EEA markets or any other destination requiring customs formalities must not be sent independently. Contact us first so that we can provide the authorised carrier route, return reference and customs documentation. This operational requirement does not make a mandatory right conditional upon discretionary approval.

4.7. Where a mandatory local right applies, the relevant statutory deadline, refund obligations and exclusions prevail over any conflicting provision in this Policy.

5. Other Non-EU Destinations — No Voluntary Change-of-Mind Return After Dispatch

5.1. For a delivery destination outside the European Union for which no mandatory local cancellation right applies, elenianna does not offer a voluntary change-of-mind return, exchange or cancellation after carrier handover.

5.2. This policy reflects the customs, brokerage, re-import, storage and product-integrity constraints associated with international food and luxury-gift shipments. It applies even when the parcel is still in transit or awaiting customs clearance.

5.3. No Return Merchandise Authorisation (RMA) will be issued for a non-defective change-of-mind case under this section unless elenianna expressly agrees otherwise in writing or mandatory law requires a different outcome.

5.4. This section does not apply to any destination covered by Section 4, and does not affect claims concerning goods that are defective, damaged, unsafe, materially misdescribed, missing or incorrectly supplied.

6. International Customs, Duties, Refused and Unclaimed Shipments

6.1. Unless checkout expressly states that import charges are included and collected by elenianna, the recipient is responsible for completing import clearance and paying all applicable customs duties, import taxes, brokerage, disbursement, storage and carrier or authority charges at destination.

6.2. Refusal or failure to pay import duties, taxes or customs-clearance charges does not constitute a cancellation, statutory withdrawal, approved return, product defect or fulfilment error.

6.3. Once an international shipment has been handed to the carrier, elenianna cannot guarantee that it can be stopped, intercepted, redirected or returned before clearance or delivery.

6.4. If a shipment is refused, unclaimed, undeliverable, not cleared, returned to sender, abandoned, forfeited or destroyed, no refund will be processed until the carrier or customs authority confirms its final disposition and all associated costs are established.

6.6. Subject to Section 6.5 and to the extent permitted by applicable law, any refund that may be approved will be reduced by actual and documented non-recoverable costs arising from the case, which may include:

• the original outbound shipping cost;
• return transportation or carrier recovery charges;
• duties, import taxes or advances charged to elenianna;
• brokerage, disbursement, storage and handling fees;
• re-import clearance and customs-agent costs;
• abandonment, disposal or destruction charges.

6.7. Where those costs equal or exceed the amount otherwise refundable, the final refund may be zero. No refund is available for goods that are not returned to elenianna, are destroyed or forfeited, or can no longer be safely resold because of the recipient's refusal, delay, address error or failure to complete import clearance, except where mandatory law provides otherwise.

6.8. If the goods are physically returned in a safe, intact and resalable condition and a positive balance remains after lawful cost reconciliation, that balance will be refunded after inspection and financial closure of the case.

6.9. Where the customs or delivery problem results from a confirmed error by elenianna, we will review the appropriate remedy and costs in accordance with the consumer's mandatory rights.

7. Returning Goods

7.1. EU statutory withdrawal: After notifying us, you must send the eligible goods back without undue delay and no later than fourteen (14) calendar days from the day on which you communicated your withdrawal. The deadline is met if you dispatch them before that period expires.

7.2. Mandatory non-EU return or international defect claim: Wait for our written routing instructions, authorised return reference and customs documents before dispatching the goods. Do not arrange an international return independently.

7.3. For a change-of-mind withdrawal, you bear the direct return cost unless elenianna has expressly agreed to bear it or applicable law provides otherwise. If an optional prepaid label is offered, any agreed label cost may be deducted only where lawful.

7.4. Use a tracked service, retain proof of dispatch and package the goods securely. Returns sent cash-on-delivery, with charges payable by the recipient or without required customs documents may be refused or delayed.

7.5. You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, as you could normally do in a physical shop. You are responsible only for diminished value caused by handling, use, storage or damage beyond what is reasonably necessary for that inspection.

7.6. Original retail and presentation packaging is requested where reasonably possible because it protects the product, but its absence does not by itself remove a statutory right. Return all relevant components, accessories, certificates, presentation materials and complimentary items supplied as part of the purchase.

7.7. Refusing delivery or leaving a shipment uncollected does not by itself constitute a clear withdrawal statement. Communicate your decision expressly using one of the methods in Section 3 or the applicable local procedure.

8. Refunds

8.1. Where you validly withdraw from an entire eligible EU order, we will reimburse the payments received for that order, including the cost of our least expensive standard outbound delivery option available for the destination.

8.2. Additional costs resulting from your choice of an express, premium, timed or otherwise more expensive delivery method are not reimbursed above the least expensive standard option, unless applicable law requires otherwise.

8.3. For a partial withdrawal, we will refund the price paid for the eligible returned goods. Original outbound delivery costs will be refunded only to the extent required by applicable law.

8.4. For an EU statutory withdrawal, reimbursement will be made without undue delay and no later than fourteen (14) days after the day on which we are informed of the decision. We may withhold reimbursement until we receive the goods back or you provide evidence that they were sent back, whichever occurs first.

8.5. Refunds will normally be made using the same means of payment used for the original transaction, unless you expressly agree otherwise. Elenianna does not charge a refund-processing fee.

8.6. For a mandatory non-EU cancellation right, the refund deadline and scope required by the applicable local law will apply, subject to the authorised customs-return procedure.

8.7. For refused, unclaimed or customs-failed international shipments to which Section 6.5 does not apply, no refund is due before final carrier disposition, product inspection where returned, and the cost reconciliation described in Section 6.

8.8. Duties, taxes, brokerage or other amounts paid directly to authorities, carriers or third parties and not collected by elenianna cannot be refunded by us. The customer may need to apply to the relevant authority or provider.

8.9. Any lawful deduction for diminished value will reflect the actual reduction in value and will not be imposed as an automatic restocking fee.

9. Exceptions to Change-of-Mind Withdrawal

9.1. A statutory or mandatory change-of-mind right does not apply where a relevant legal exception is satisfied. These may include:

9.2. Food and beverages: A product is not excluded merely because it is food. An unopened, shelf-stable product remains subject to the applicable withdrawal rules unless a specific legal exception applies. Products must be stored in accordance with their label and packaging instructions until the return is completed.

9.3. Gift messages and standard presentation options: A standard gift message or a selection from ordinary, non-personalised presentation options does not automatically remove the right. The personalised-goods exception applies only where the goods or presentation are genuinely made to the customer's specifications or clearly personalised.

9.4. These exceptions concern change-of-mind cases only. They do not affect rights where goods are defective, unsafe, damaged, materially misdescribed or incorrectly supplied, and they do not shorten or limit the statutory guarantee of conformity described in Section 10.

10. Defective, Unsafe, Misdescribed, Missing or Incorrectly Supplied Goods

10.1. If an item is defective, unsafe, materially different from its description, missing from the parcel or incorrectly supplied, contact our Customer Care Team as soon as reasonably possible through Contact Us or cs@elenianna.com.

10.2. Please provide the order number, a clear description and, where reasonably available, photographs of the item, shipping carton, internal packaging, courier label, batch or lot number and expiry or best-before date.

10.3. Photographs help us resolve the case and pursue a carrier or supplier claim, but their absence does not automatically remove a mandatory right where the issue can be established by other reasonable evidence.

10.4. A product does not need to remain unopened or unused where reasonable opening or limited use was necessary to identify the problem. Please stop using any item that may be unsafe and preserve it until instructions are provided.

10.5. Reasonable proof of purchase may include the order number, confirmation email, invoice, receipt or other evidence linking the purchase to elenianna. An original paper receipt is not the sole acceptable evidence.

10.6. Depending on the circumstances and applicable law, the remedy may include replacement, repair where appropriate, price reduction or refund. Where a physical return is required because of a confirmed defect or our own error, elenianna will provide the authorised return route and bear the reasonable return cost.

10.7. For an international claim, do not ship the item back independently. We may arrange collection, provide customs documents, request further evidence or waive the physical return where return transport would be disproportionate.

10.13. Our response times. We aim to acknowledge a claim under this Section within two (2) business days of receipt and to communicate a proposed remedy within ten (10) business days, or to explain the reason for any longer investigation, in particular where a carrier, customs or supplier enquiry is required. These service targets do not shorten, extend or replace any statutory deadline.

10.14. Exchanges. Where you would prefer an exchange rather than a refund, and the goods are eligible under this Section or under a statutory withdrawal, you may request an identical replacement or a different item of equal value, subject to availability and to the authorised return route for your destination. Where the replacement item has a higher price, the difference is payable before dispatch; where it has a lower price, the difference is refunded under Section 8. An exchange request does not waive your statutory right to a refund.

11. Damage in Transit

11.1. If a parcel arrives visibly damaged, leaking, broken or tampered with, notify us as soon as reasonably possible and provide photographs of the affected item and all packaging where available.

11.2. Retain the product, shipping carton, protective materials, courier label and all parcel contents. The carrier may require inspection, and disposal before review may prevent us from recovering transport evidence.

11.3. We may investigate the incident with DHL, UPS or another carrier. The carrier's internal decision does not by itself determine or limit the Consumer's mandatory rights against elenianna.

11.4. Signing for delivery does not automatically waive a claim for concealed damage that could not reasonably have been identified at handover.

12. Handmade and Artisanal Products

12.1. Premium ceramics, olive-wood pieces and other artisanal goods are made by hand. Minor variations in shape, dimensions, grain, glaze, tone, texture or small unglazed resting points and kiln marks may be inherent characteristics of traditional production and do not by themselves constitute a defect, provided that such variation is disclosed on the relevant product page and is within the range a Consumer could reasonably expect from that description.

12.2. This does not cover structural cracks, instability, unsafe glaze, leakage, substantial warping, material dimensional deviation, loss of functionality or a substantial difference from the advertised description, specifications or representative images.

12.3. This Section concerns whether goods conform to their description. It does not restrict a change-of-mind withdrawal under Section 3 or 4 for goods that are otherwise eligible.

13. Gift Orders, Sets, Bundles and Personalisation

13.1. Refunds are issued to the original purchaser and original payment method, not to the gift recipient, unless the purchaser and elenianna expressly agree otherwise.

13.2. A return involving a gift set, hamper, collection or bundled product should include all components, presentation materials and complimentary items supplied as part of that commercial unit.

13.3. A partial return may be accepted where individual components are separately priced and can be separated without damaging the remaining presentation. Any refund will be calculated according to the actual amount paid, bundle allocation and mandatory law.

13.4. If a complimentary item is not returned, its actual value may be deducted only where that deduction is lawful and the item formed part of the conditions of the purchase.

13.5. Custom engraving, permanent printing, customer-specific corporate branding and personalised ribbon text may bring the affected goods or presentation within the personalised-goods exception. Standard packaging, ordinary colour selection or a removable gift message does not automatically exclude the whole order.

14. Rewards Points, Gift Cards and Mixed Payments

14.1. Points earned from returned or refunded goods will be cancelled or recalculated. For a partial return, earned points and eligibility thresholds will be adjusted proportionally.

14.2. If earned points from the returned purchase have already been redeemed, the corresponding adjustment may reduce the available points balance in accordance with the Rewards Program terms.

14.3. Points used as payment will normally be recredited proportionally after the refund is completed. Any cash component will be refunded to the original payment method.

14.4. Amounts paid with an elenianna gift card will normally be restored to the same gift card or an equivalent store credit, subject to mandatory law and the applicable gift-card terms.

15. Personal Data

15.1. Personal data submitted in connection with cancellation, withdrawal, return, refund, quality claims, fraud prevention, carrier investigation or customs handling will be processed for contract administration, legal compliance, quality control and dispute management in accordance with our Privacy Policy.

16. Contact and Return Details

Do not send an international return before receiving routing and customs instructions. For EU returns, use the address in Section 7 unless we provide a different authorised route.

16.1. Out-of-court dispute resolution. If a complaint cannot be resolved directly with our Customer Care Team, a Consumer may refer the matter to the Hellenic Consumer's Ombudsman (Συνήγορος του Καταναλωτή), the independent authority competent for the out-of-court settlement of consumer disputes in Greece. Referral is free of charge.

Consumers resident in another country may also be able to use a competent alternative dispute resolution body in their own jurisdiction. Referring a dispute to any such body does not affect the Consumer's right to bring court proceedings.

17. Model Withdrawal Form

You may copy and send the following form. Its use is optional: