Returns & Right of Withdrawal

If any of the products you purchased do not fully meet your expectations, you may return or exchange them, provided that you follow the instructions below.

Returns are accepted within fourteen (14) days from the date of shipment or collection from our store or warehouse and must be accompanied by a Return Form (for business customers) or a Retail Receipt (for private customers). Products may only be returned if they have not been used, modified, or opened from their original packaging. Return shipping costs are borne by the customer.

If a customer fails to receive or collect their order for any reason, they will be charged both the original shipping costs and the return shipping costs. In such cases, any refund will be issued after deducting the total shipping and return costs.

Right of Withdrawal

• The customer has the right to withdraw from the purchase within fourteen (14) calendar days from the delivery of the goods. For orders consisting of multiple products delivered separately, the withdrawal period begins from the delivery of the last item. For goods delivered on a regular basis over a specified period, the withdrawal period begins from the delivery of the first item.
• The right of withdrawal may be exercised without providing any reason and without any additional charge. If the product has already been delivered, it must be returned in the exact condition in which it was received, including all accessories, manuals, documentation, and original packaging in excellent condition. The return will only be accepted once the customer has paid any costs incurred by the Company for shipping the item to the customer, as well as the return shipping costs.
• The withdrawal notice must be submitted in writing or electronically (see below). The Company is obliged to confirm receipt of the withdrawal notice as soon as it is received.
• Following the withdrawal notice, the Company is obliged to refund the purchase price received from the customer.
• For payments made by credit card, if the transaction amount has already been collected by the Company from the bank, the Company will notify the bank of the cancellation of the transaction. The bank will then proceed according to the terms of its agreement with the customer. The Company bears no responsibility for the timing or method of the reversal process.
• For cash payments where the customer selected “Store Pickup”, the refund will be issued by the store from which the product was collected.
• Refunds will be processed no later than fourteen (14) business days after receipt of both the returned product and the relevant refund request.
• Unless the supplier has offered to collect the goods directly, the customer is required to return the products within fourteen (14) calendar days from the date on which they informed the Company of their decision to withdraw.
• The customer is liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. The Company reserves the right to agree with the customer on appropriate compensation, including by way of set-off. In the case of services, the customer must pay an amount proportional to the services provided up to the time of withdrawal. If the customer exercises the right of withdrawal, any related agreements shall automatically terminate without any cost to the customer.

Order Cancellations

The customer may request the cancellation of their order after it has been placed via the website or by telephone, provided that the order is in the status “Pending”, “Processing”, or “In Progress” and has not yet been handed over to the shipping carrier for dispatch.

Cancellation may be requested:
a) by sending a relevant request to the email address contact@decomat.gr, which must be received by the company, or
b) by calling the customer service line at +30 2310 512 818.

In all cases, cancellation is only possible prior to the order being handed over to the shipping carrier. After this stage, the order cannot be cancelled, and the applicable product return policies shall apply.

For better service, the customer must include the order number in any cancellation request.