Return Policy

Last updated: March 2026

1. We Do Not Sell Products

Omnicliq Merchants is a comparison shopping service -- we do not sell, ship, or deliver products. All purchases are made directly on the merchant's website. As a result, we do not process orders, handle payments, or manage returns, refunds, or exchanges.

If you have purchased a product through a merchant found on our Service, any return, refund, or warranty claim must be directed to the merchant from whom you made the purchase.

2. Your EU Consumer Rights

2.1. 14-Day Right of Withdrawal (Cooling-Off Period)

Under Directive 2011/83/EU on consumer rights (transposed into Greek law by Joint Ministerial Decision Z1-891/2013), you have the right to withdraw from any online purchase within 14 calendar days of receiving the product, without giving any reason.

Key points:

• The 14-day period begins on the day you (or a person you nominate) physically receive the goods.
• To exercise this right, you must inform the merchant of your decision to withdraw by a clear statement (e.g., letter, email, or online form).
• The merchant must refund all payments received, including standard delivery costs, within 14 days of being informed of the withdrawal.
• The merchant may withhold the refund until they receive the returned goods or proof of shipment.
• You bear the cost of returning the goods unless the merchant has agreed to bear them or failed to inform you that you must bear them.

Certain products are exempt from the right of withdrawal, including:

• Goods made to the consumer's specifications or clearly personalised.
• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
• Goods that are, after delivery, inseparably mixed with other items.
• Sealed audio, video recordings, or computer software, if unsealed after delivery.
• Digital content not supplied on a tangible medium, if performance has begun with your prior express consent.

The above list is not exhaustive. For the complete list of exceptions, refer to Article 16 of Directive 2011/83/EU.

2.2. 2-Year Legal Guarantee of Conformity

Under Directive (EU) 2019/771 on the sale of goods (transposed into Greek law), all consumer goods purchased in the EU come with a minimum 2-year legal guarantee of conformity.

This means:

• The merchant is liable for any lack of conformity that becomes apparent within 2 years from the date of delivery.
• If a defect appears within the first year, it is presumed to have existed at the time of delivery (the burden of proof is on the merchant).
• You are entitled to: (a) repair or replacement of the goods, free of charge; (b) a price reduction; or (c) termination of the contract and a full refund, depending on the severity of the defect.
• This legal guarantee exists independently of any commercial warranty offered by the merchant or manufacturer.

3. How to Return a Product

Since all purchases are made directly with merchants, to return a product you should:

1. Visit the merchant's website where you made the purchase.
2. Locate their return/refund policy (usually found in their footer or help section).
3. Contact the merchant's customer service using the contact details provided on their website.
4. Follow the merchant's return instructions, including any return forms or shipping labels they may provide.
5. Keep proof of your return shipment (tracking number, receipt) until you receive your refund.

4. Merchant Return Policies

Each merchant has their own return and refund policy, which may offer terms more favourable than the minimum EU consumer rights described above. Before making a purchase, we recommend:

• Reading the merchant's return policy carefully before completing your order.
• Checking the return timeframe (some merchants offer extended return periods beyond 14 days).
• Understanding who bears the cost of return shipping.
• Checking if the merchant offers free returns or requires a restocking fee.
• Saving your order confirmation and any correspondence with the merchant.

5. Disputes with Merchants

If you have a dispute with a merchant regarding a product, return, or refund, we recommend the following steps:

1. Contact the merchant directly: Most issues can be resolved by contacting the merchant's customer service. Put your complaint in writing (email) and keep a record.
2. Send a formal written complaint: If initial contact does not resolve the issue, send a formal complaint to the merchant by registered mail or certified email.
3. Contact Greek consumer protection authorities: If the merchant does not resolve your complaint, you can escalate to the authorities listed below.

6. Greek Consumer Authorities

If you are unable to resolve a dispute with a merchant, you can contact the following Greek consumer protection bodies:

• Hellenic Consumer Ombudsman (Synigoros tou Katanaloti)
  Independent authority for out-of-court dispute resolution.
  Website: www.synigoroskatanaloti.gr
• General Secretariat for Commerce and Consumer Protection
  Part of the Ministry of Development. Handles consumer complaints and market surveillance.
  Consumer hotline: 1520
  Website: www.mindev.gov.gr

For cross-border disputes within the EU, you can also contact the European Consumer Centre Greece (ECC Greece), which provides free advice and assistance for consumers with cross-border complaints.

7. EU Online Dispute Resolution (ODR)

The European Commission's Online Dispute Resolution (ODR) platform ceased operations in July 2025, following Regulation (EU) 2024/3228 which repealed Regulation (EU) No 524/2013.

https://ec.europa.eu/consumers/odr

For out-of-court dispute resolution with merchants, you can contact the Hellenic Consumer Ombudsman (see Section 6) or the competent Alternative Dispute Resolution (ADR) entity in your country.

Please note: Since Omnicliq Merchants is a comparison shopping service and not a seller, disputes should be directed to the merchant from whom you purchased the product.

8. Contact Us

If you need help finding a merchant's return policy or contact information, we are happy to assist. Contact us at:

• Email: [email protected]
• Phone: +30 2312315258
• Post: Omnicliq Digital Agency, 9th Km Thessaloniki - Thermi, Innovation Zone (G&G Building Complex), Thessaloniki, 570 01, Greece

While we cannot intervene in disputes between you and a merchant, we can help you locate the merchant's contact details and return policy.