Mamma Natura is delighted to bring to the customer our products via e-shop so you can shop comfortably from your home any time of the day.
Here is a guideline of our terms and conditions regarding the return and/or exchange of damaged or not products.
Product Returns due to mistakes in delivery
In every case that the order when delivered is not the correct one, in kind or quantity, the customer has the right to return the products to the company for evaluation of the mistake. The delivery fees to the company and again the delivery to you of the new parcel, are covered by the company as long as the return method proposed is abided by.
Returns of defective products
In every case that a construction defect on the product is ascertained, and provided that its verified by the authorized repairer responsible for providing the guarantee, or in the cases where the company itself provides the guarantee the following guideline is in effect.
The guarantee has a specific time limit that is shown in the detailed features of the product. When the time limit expires the repair or exchange of the product is possible with extra charge upon a new agreement with the customer.
The return of the product for exchange has to be delivered with all the documents that came with the product (ex. receipts) and its complete packaging. If the defect is noticed after its delivery and the packaging no longer exists, or if the packaging was delivered back with the courier the packaging is not required.
The product return will happen either by staff members and delivery systems of the company, either with the use of a courier company, either in one of the company’s many stores all over Greece that has the label “e-shop”. If the use of courier is required the charge of the delivery to the company is covered by the customer and the charge of the delivery back to the customer is covered by the company.
After the return of the product, the defective products are thoroughly checked for verification and then the company gets in contact with the customer to inform him about the findings.
When the defect of the product is ascertained, the product can be repaired or exchanged. If the repair or exchange of the product is not possible in a reasonable time, and the company can not find a product with similar or better characteristics or in the same price range for the replacement the order is canceled. In the cases of order cancelling the payment for the order will be forwarded in full back to the customer in the same way he chose to pay for the product in the first place.
In more detail, if the customer chose to pay via debit/credit card the company will inform the bank that the order is cancelled and the bank will move forward with the steps required for returning the payment. The company bears no responsibility from the moment the bank is informed. If the customer chose to deposit the payment via bank the company will deposit the payment back to the customer. If the customer paid in store with cash the payment will be returned in any of our many stores.
In the cases that the products return to the store damaged or destroyed the company has the right to ask the customer for reimbursement.
Returning Products that are defective after the delivery
The return of the products that are defective after the delivery will be accepted in a 7 day time frame from the company and only if the products are not destroyed and have all the documents required (receipts) as well as the original packaging. In those cases the following guidelines are applied.
The product is received and checked thoroughly for the defects mentioned by the customer.
If a defect is noticed by the company the product will be replaced with a new similar product, or in the cases where the product is no longer available with a product in the same price and quality range. If the customer doesn’t want a replacement the order will be cancelled and the payment will be forwarded back to the customer in the same method that the customer chose to tpay in the first place.
In more detail, if the customer chose to pay via debit/credit card the company will inform the bank that the order is cancelled and the bank will move forward with the steps required for returning the payment. The company bears no responsibility from the moment the bank is informed. If the customer chose to deposit the payment via bank the company will deposit the payment back to the customer. If the customer paid in store with cash the payment will be returned in any of our many stores.
In the cases that the products return to the store damaged or destroyed the company has the right to ask the customer for reimbursement.
Return of the products for no specific reason.
The customer has the right to return the products in a 14 days time frame from the day it was purchased in store, or from the day everything in the order has been delivered. The guidelines for the returns are as follows.
The return of the products can be done for no specific reason and extra charge to the customer. If the products have been delivered then the customer has the obligation to return the products in the condition in which it was received, accompanied with all the documents and the packaging in excellent condition. The return will be accepted only if the customer has already paid for the order in full and is willing to cover the cost of the delivery to him by the company and the shipping costs for the return of the item.
The return notice has to be filled in person or via our e-shop and the company is obligated to contact the customer for verification once the notice has been received.
After the return notice the company is obligated to return the payment to the customer in a time frame of 14 days after the company has received the products.
The payment will be forwarded in full back to the customer in the same way they chose to pay in the first place. If the customer chose to pay via debit/credit card the company will inform the bank that the order is cancelled and the bank will move forward with the steps required for returning the payment. The company bears no responsibility from the moment the bank is informed. If the customer chose to deposit the payment via bank the company will deposit the payment back to the customer. If the customer paid in store with cash the payment will be returned in any of our many stores.
The customer is obligated to reimburse the company if they used the product for any other reason than the determination of the nature, characteristics and function of the goods in the time frame between the delivery and the return notice. This has to be done without opening the package and actually using the product as this action will result in the value of the product automatically decreasing as it is considered already used. If this happens the customer is obligated to reimburse the company, after communication with a representative of ours the charge will be discussed case by case but in general it will consist of the 20%-30% of the original price.
In any case that the product returns to the company destroyed or damaged the company has the right to ask the customer for total or partial reimbursement.
Return/Exchange Procedure
- In store
If the customer has the ability to return the product in store, and after the product is thoroughly checked by one of our employees they will guide you through the rest of the procedure.
- Delivery
If you received your order via courier you do the following:
- You re-package the product carefully in a bigger box, so the product will be safe during the delivery.
- Please put inside the packaging a document that clarifies the way you wish for the payment to be handled if the product is deemed returnable.
- Mail the package back to the company using the same courier company associated with Mamma Natura. Please note that the delivery costs will be the customer’s responsibility.
Lastly we would like to note that if the product doesn’t abide these guidelines will be returned back to the customer with their charge.
