Return Policy

Return of Defective Products from Delivery

The return of the products, which are considered defective upon delivery will be accepted after informing the Customer Service Department within five (5) calendar days from the delivery to the customer. At the same time, the product must be undamaged and have all the original documents that accompanied the product and complete packaging. In these cases, the following applies:

The product is received and checked to determine the defect reported by the customer
Provided that they have been previously received and checked by the company, the item will be replaced with a similar new one, or in case of unavailability with another new product of corresponding quality and price
Shipping costs for both the return of the products to the company and the return to the customer of the replaced product are borne by the company
In case the products are returned damaged or incomplete the online store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products, the cost of transport and to proceed unilaterally and without any other total or partial set-off of this claim against the customer.

Return of Defective Products

In the event that the item is found to have a manufacturing defect, provided that this is confirmed by the authorized repairer who provides the guarantee of good operation:

The guarantee is provided for a limited period of time as stated in the detailed characteristics of the product. After the end of this period the repair or replacement of the products is not possible.
The return of the product to be replaced should be done together with all the documents that accompanied the product and its complete packaging.
The return of the products will be done through cooperating transport company.
In all cases of product return, the customer must first inform the KARAG Customer Service Department about his problem/complaint.
After the return of the products, the defect reported by the customer is checked and then contacted to inform him about the results of the check.
If the defect is found, the product is repaired or replaced, otherwise the transaction is canceled in case the product cannot be repaired in a reasonable time and the company cannot find another product of similar or better characteristics or equivalent value for replacement. In case of cancellation of the transaction, a refund of the original purchase is made.
Refunds are completed by depositing in a bank account of the customer who has previously declared in writing. There is no possibility of refund through the cash on delivery service.
In case the products are returned damaged or incomplete the online store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products, the cost of transport and to proceed unilaterally and without any other total or partial set-off of this claim against the customer.

Product Return Due to Delivery Mistake

In all cases in which other than the sold ones are delivered, by type or quantity or a necessary part is missing for the operation of the product or the assembly, the customer returns the products for inspection and ascertainment of the error. In case of lack of an accessory, this is sent to the customer. In this case, the costs of returning the products to the company as well as the costs of return to the customer are borne by the company as long as the method of return proposed by the company is observed.

Right of Back Out, Return of Products

The customer has the right to back out from the purchase contract within a period of 14 calendar days from the date of delivery and even when there are many products in the same order from the delivery and the last while when there is an obligation to deliver products at regular intervals from delivery of the first. The back out is made under the following conditions:

The product must be in its original condition, with all its parts, the accompanying forms, not used, its packaging must be intact (closed) and include the original contents in excellent condition.
The customer is responsible for the return of the product. The cost of transportation is borne by the customer, however in agreement with the Customer Service Department the company may offer a cheaper transportation cost. The return of the item is accepted, only if the buyer has first paid any amount charged to the company for sending the item to him as well as the shipping costs for the return of the item.
The back out statement is exercised in writing and/or electronically and the company is obliged to send a confirmation of receipt of the back out statement as soon as it arrives.
Following the back out statement, the company is obliged to return the price (for the product) received within 14 days of receipt of the products.
Shipping costs are not refundable.
Refunds are completed by depositing in a bank account of the customer who has previously declared in writing. There is no possibility of refund through the cash on delivery service.
The customer is responsible to compensate the company if he made use other than that necessary to determine the nature, characteristics and function of the goods in the period until the declaration of back out. This determination should be made based on the information provided for each product by the manufacturer and in any case without opening the product packaging and using the good. The company is willing to inform the customer of any questions about the nature and operation of the products by providing additional information material electronically or otherwise. In case of opening the packaging and/or use of the products, their value is automatically reduced as the product is characterized as used and the customer must compensate the company for reducing the value of the product. The reduction of the value from the opening of the package and consequently from the characterization of the product as used is examined on a case by case basis and is determined by the company (usually it is in the range of 20% -30%).
In case the products are returned damaged or incomplete the online store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products, the cost of transport and to proceed unilaterally and without any other total or partial set-off of this claim against the customer.
For hygiene reasons, returns are not accepted on the toilet bowl covers.
For material quality reasons, returns are not accepted on all tiles.

Product Return Procedure

The process is completed through the cooperating transport company. In this case:

Make sure the product is shipped securely. Pack the product in a larger box so that it is protected during transport.
Place in the package that you have made the order return document which tells us the details of your order and the reason of returning.
Inform the KARAG’s Customer Service Department by phone or via e-mail at b2b@karag.gr.
Send the parcel, through the courier agency from which you received your order, to the attention of the Returns Department. Please note that return costs are borne by the customer.
You will be informed by the responsible official for further.

We would like to point out that in case the product does not meet the above conditions, it will be returned to the sender at his own expense

For more information the Customer Service Department is always at your disposal either by phone at 2321054113 or by email at b2b@karag.gr.