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general terms & conditions of sale

As a selective distribution network, VERSION SA MANUFACTURING & TRADING COMPANY OF COSMETICS, PHARMACEUTICALS AND ADVERTISING PROJECTS sells products through its website solely for retail customers and end users. Any order not corresponding to a retail sale and any fraudulent or allegedly fraudulent order shall be treated by VERSION SA as void and shall not be processed.

Before placing their order, buyers should declare that the purchase of products through the VERSION SA website is not by any way connected to their professional capacity and is solely intended for personal use.

For the purposes of these General Terms and Conditions of Sale, buyers and VERSION SA shall be collectively or individually referred to as the “Party” or the “Parties”.

 

 

Article 1 – Scope

These General Terms and Conditions of Sale have been mainly established for informing all potential buyers on the terms and conditions under which the seller (hereinafter “VERSION SA” or the “Seller”) shall proceed to the sale and delivery of products ordered and define the parties’ rights and obligations as to the sale of products by the seller to the consumer (hereinafter the “Buyer”).

These Terms and Conditions shall apply without limitation to all the sales of VERSION SA products presented through www.versionderm.gr (hereinafter the “Website” or the “Site”).

Therefore, the act of the buyer placing an order for a product offered through the VERSION SA Website shall be in all aspects governed by the General Terms and Conditions of Sale, with the Buyer recognizing that they have been fully informed on and accepted such General Terms and Conditions of Sale before placing their order.

VERSION SA reserves the right to amend the General Terms and Conditions of Sale at any time. Only the amendments accepted by the Buyer before placing their order shall apply to such order.

The applicable General Terms and Conditions of Sale (hereinafter the “GTCS”) complement the applicable General Terms of Use of the www.versionderm.gr Website and they can be always found in the related section.

 

Article 2 – Corporate Identity

Name: VERSION SA MANUFACTURING & TRADING COMPANY OF COSMETICS, PHARMAECUTICALS AND ADVERTISING PROJECTS

Trading as: VERSION SA

Address: 7-9 Parthenonos Street

Postal Code: 11742

Town/City: Athens

Country: Greece

 

 

Article 3 – Contracts and Orders

3.1 Pricing – Shipping Costs

The sale prices of the products in euro referred to in the VERSION SA Website are those applicable at the time of placing the order, including VAT and all other applicable taxes. Sale prices may be amended by VERSION SA at any time through a related notice in its Website before product invoicing. The Buyer shall be informed by a personal message (email) of any changes before placing their order. Prices are the ones applicable to distant buying.

These prices are exclusive of shipping costs, which are added to the final price of the purchased products. Shipping costs depend on the Buyer’s order volume. Orders over €75 are free of shipping costs. For the rest of the orders, the shipping costs depend on the place where the products are shipped and the weight of the products.

In all events, the Buyer shall be informed of the shipping costs before completing their order.

The delivery times depend on where the products are to be shipped. For orders shipped to Europe, the estimated delivery time is 4-7 working days from the time the order is placed.

The aforementioned delivery times may be subject to amendments as a result of force majeure or unpredictable conditions (for example, national transportation strikes, extreme weather conditions, etc.)

Delivery settings are described in the following GTCS and they may be amended by VERSION SA at any time, however, always before placing an order by and invoicing a customer, and given that said customer has been informed accordingly. In addition, VERSION SA advises the Buyer to frequently consult the GTCS and GTCU available on the Website and get informed on any amendment thereof.

Prices are inclusive of value added tax (VAT) applicable on the date of the order. Any change to the applicable rate shall be reflected on the prices of the products sold by VERSION SA through its Website. Product ordering automatically generates the obligation for the Buyer to pay the order amount. Product pricing reflects the value of the products at the time the Buyer places the order.

 

3.2 Product Features

The Buyer may choose one or more products from the different categories that are available through the VERSION SA Website.

VERSION SA may change the product range available on its Website, depending on limitations related to its suppliers, without prejudice to any orders already placed by the Buyer.

All products comply with the applicable national legislation on cosmetics and the European Regulation on Cosmetic Products.

VERSION SA cannot guarantee that all the information inscribed on the package of the products has been translated into all the official EU languages. However, such information is surely available in Greek and/or in English.

For any problem in relation to a product and for any information that may be required, the Buyer may contact the Version e-shop Customer Service line on … during working hours and days (Monday-Friday, 9:00-17:00). The Buyer may also visit the headquarters of VERSION SA for personal beauty advice and to try on the products offered for sale by VERSION SA.

 

3.3 Availability

Within the context of the sale, the products offered by VERSION SA shall remain in force as long as such products are presented through the Website, subject to availability restrictions/stock.

The Buyer is advised on the availability of a product before they place the order, through the Website or via personal message.

In any case and in the event of total or partial non-availability of ordered products, the Buyer shall be informed by phone at the number indicated during their registration or via a personal message on their email, of the fact that the products are out of stock, as well as of the partial or full cancellation of their order and the cancellation of a possible corresponding charge.

In the event that an order is canceled in full:

– The Buyer’s order shall be automatically canceled and their account shall not be charged.

– VERSION SA will communicate with the Buyer and inform them on the cancellation of their order, requesting to have a new order placed, excluding the products which are not available, or complete the order with the products.

In the event that an order is canceled in part:

– The Buyer’s order shall be successfully processed and their bank account shall be charged with the amount of the final order to be sent.

– The Buyer will receive the available products.

– The Buyer will get a refund for the value of the ordered and charged products which are out of stock without delay and within 30 days at the latest from the payment of the total amount.

 

3.4 Order

All orders entail acceptance of the General Terms and Conditions of Sale and of the General Terms and Conditions of Use of the Website, Personal Data/Confidentiality and Use of Cookies without prejudice as to such terms and any special agreements between the parties.

The correction of any order errors is the Buyer’s responsibility.

From the moment that the Buyer confirms their order by clicking on the “Checkout” button (bottom right), they are considered that they have been informed on and that they have fully and implicitly understood the applicable General Terms and Conditions of Sale, the prices, the proposed delivery time and shipping costs for the ordered volume, the amounts as well as the recommended products sold and bought by the Buyer.

A product order entails the Buyer’s obligation to pay the cost of the order. The sale is completed when the Buyer places the order. VERSION SA shall confirm the order by sending a relevant email to the Buyer’s email address (“order confirmation email”).

From the moment that this step is completed and validated, the Buyer may not amend their order. Should they wish to either amend or cancel their order, they have to contact the VERSION e-shop Customer Service line on +30 2109882050 during working hours and days (Monday-Friday, 09:00-17:00) or send an email to info@versionderm.com and request an amendment/ cancellation.

As soon as the Buyer receives their order, they may conditionally exercise the right to return it, as described in Article 6 of these General Terms and Conditions of Sale.

Furthermore, VERSION SA reserves the right to cancel or suspend an entire order or its delivery, regardless of the status and the level of its processing, in case of non-payment or partial payment of any amount owed by the Buyer, in the event of fraud during payment or fraud or attempted fraud while using the VERSION SA Website, in the event of fraudulent or allegedly fraudulent order, etc.

VERSION SA advises its Buyers to keep all information of their orders in printed and/or digital format.

 

 

Article 4 – Payment

4.1 Payment Methods

The Buyer authorizes and ensures that VERSION SA has been properly authorized as to the use of the payment method selected by the Buyer while placing their order.

 

4.1.1 Bank cards

VERSION SA accepts the following cards: Visa, Mastercard and PayPal. These cards must have been issued by a banking institute established in the European Union.

 

4.1.2 Cash on delivery

The Buyer shall pay the exact amount of the order and the related shipping costs to the Courier upon delivery of the order. The order shall be delivered only when the order cost and the related shipping costs have been fully paid.

 

4.2 Terms of payment

Payment must be carried out by the Buyer during ordering process.

The Buyer can pay for their order by making use of any of the aforementioned payment methods, contacting, if necessary, the VERSION e-shop Customer Service line on +30 2109882050 during working hours and days (Monday-Friday, 09:00-17:00) or sending an email to info@versionderm.com.

All orders, including taxes and any other mandatory charge, must be paid in euro. An order of products generates the Buyer’s obligation to pay for such order. Any bank charge that may arise shall be borne by the Buyer.

Any unpaid amount due shall incur the legal default interest, exclusively at the discretion of VERSION SA, and shall directly apply within 10 days from the billing date or directly upon notification of the banking payment decline.

Furthermore, VERSION SA reserves the right to cancel or suspend an entire order or the delivery thereof, regardless of its status and the level of its processing, in case of non-payment or partial payment of any amount owed by the Buyer, in the event of fraud during payment or fraud or attempted fraud while using the VERSION SA Website.

 

4.3 Secure transactions

In order to deal with internet fraud issues, VERSION SA may share information on the Buyer’s order with any third party legally authorized or appointed by VERSION SA so as to confirm the Buyer’s identity, validity of order, validity of payment method used and selected delivery method.

VERSION SA uses the prescribed methods with valid encryption techniques for guaranteeing the security of its transactions. The security of transactions is based on the Buyer’s identification and the confidentiality of the information provided. The overall payment process shall be exclusively performed through the safe environment of the NATIONAL BANK OF GREECE, which uses … encryption … protocol, for secure online transactions. This way, all of the Buyer’s personal details are encrypted, including their credit card number, its expiry date and other details of their card, disabling their readability or changeability while transferred through the internet.

 

 

Article 5 – Delivery and Acceptance

5.1 General Terms

Pursuant to these General Terms of Delivery (“GTD”), any products ordered by the Buyer shall be delivered to the address specified by the Buyer, denoted as the shipping address (“Shipping Address”).

VERSION SA delivers its products to all countries, excluding Greece (and excluding the areas not reached by courier services).

Deliveries are performed daily, excluding Saturdays, Sundays and public holidays. Sale invoices/receipts and delivery notes shall accompany the products delivered to the address set by the Buyer while placing their order.

 

5.2 Details of delivery methods used by www.versionderm.com.

5.2.1 Packages shall be delivered to the delivery address of the Buyer or the recipient of the order.

If they are absent, depending on the Courier’s discretion, and if permitted, packages shall be delivered to another person, proxy or identifiable third person.

If cash-on-delivery is selected, the Buyer must pay the total price of the order before receiving the products.

If the packages cannot be delivered, the Buyer or the recipient shall receive a notice via the email they have declared, enabling them to pick the products from the closest branch of the courier service within 5 days from the date the notice is received.

Once this 5-day period lapses, the packages shall be returned to the sender. In this case, the Buyer shall be refunded with the amount charged at the time of the order, excluding any shipping costs (in case of credit card payment).

No delivery-related act can be performed if the package is recorded as delivered and the related delivery notice has been signed.

 

5.3 Incidents, damages, destroyed packaging

5.3.1 General Provisions

The Buyer or recipient of the order has to verify the good condition of the packages and delivered products.

If any abnormality is identified in relation to the packages (destroyed or open package, liquid traces, etc.) or the ordered products (missing, destroyed, etc.), the Buyer or the recipient of the order has to follow the procedures specified in Articles 5.3.2 and 5.3.3 of these General Terms and Conditions for Sale, depending on the status of the order. Any failure to properly apply the procedure prescribed for problem notification may discharge the courier and VERSION SA from any responsibility. Specifically, the Buyer shall neither be entitled to a refund nor be able to demand from VERSION SA to have the ordered products re-delivered.

 

5.3.2 Procedure to be followed in case of destroyed package

– Courier service delivery

  • If any abnormality is identified while the courier is present:
  • Directly deny delivery and clearly and thoroughly describe the problem. The Buyer or the recipient of the order has to submit a problem reporting document along with the package to the courier.
  • Report the problem immediately to the e-shop Customer Service line on +30 2109882050 during working hours and days (Monday-Friday, 09:00-17:00).
  • If any abnormality is identified while the courier is absent:
  • Report the damage and any missing product immediately, by filling in the reporting document and contact the VERSION e-shop Customer Service lien on +30 2109882050 during working hours and days (Monday-Friday, 09:00-17:00) or via email to info@versionderm.gr.
  • Reporting has to be made within 3 working days from delivery.

 

5.3.3 Procedure to be followed in case of missing or damaged products

The Buyer or the recipient of the order must contact the VERSION e-shop Customer Service line on +30 2109882050 during working hours and days (Monday-Friday, 09:00-17:00) and report the absent or damaged products. VERSION SA may request information on the Buyer or recipient’s identity and conduct the prescribed check before proceeding to supplement the missing products or replace the damaged ones.

 

5.4 Delivery Time

The delivery time starts from the time the confirmation of the placed order is sent to the Buyer.

If the Buyer wishes so, they may be informed of the estimated delivery time, depending on the geographical location of the shipping address, by calling … during working hours and days (Monday-Friday, 09:00-17:00).

Note that any order placed after 15:30 will be recorded and processed on the following day.

If delivery delays for more than 7 days from the aforementioned time limits, the Buyer shall be entitled to cancel the order within 3 days from the maximum delivery time specified for the delivery of products, by registered mail accompanied by the delivery notice to the address of VERSION SA, upon contacting us, during Customer Service working days and hours.

They Buyer may be informed on the delivery time of their order by contacting VERSION SA on +30 2019882050 during working hours and days (Monday-Friday, 09:00-17:00) or via email to info@versionderm.gr.

 

Article 6 – Rights and Time Limits for Returns

6.1 Right to return

6.1.1 Time limit for exercising the right to return ordered products

The Buyer has a 14-day deadline from the date that the package containing the ordered products is delivered in order to exercise their right to reverse the sale and return the products, without justifying their decision. If the 14th day is a Saturday, Sunday or public holiday, then such deadline shall be extended to the next working day.

 

6.1.2 Further details on the right to return ordered products

Further details on the right to return delivered products are available in Article 6.3 herein.

 

6.1.3 Result of exercising the right to return ordered products

The Buyer shall exercise their right to return ordered products, in compliance with the terms and conditions described in this Article as to the time to inform VERSION SA and further details on returns. The Buyer may choose to:

– Return the product to the VERSION SA headquarters and exchange it for another item sold by VERSION SA, of equal or higher value.

– Receive a refund equal to the cost of the returned products paid in the same manner as the payment method of the order, as long as the return is made within such 14-day deadline period. In this case the Buyer shall be charged with refund/return costs (e.g. their bank charges or refund charges).

The right to have a sale reversed/a product returned may not be exercised for products having been unsealed upon delivery and which cannot be resealed for hygiene and health protection purposes. In addition, the Buyer should note that they cannot exercise the right to have the sale reversed/a product returned if such product does not bear a safety tape.

 

6.1.4 Return charges

Any return charges shall be borne by the Buyer, apart from cases defective products or non-compliance of delivered products with the ordered ones (in such case, return charges shall be borne by VERSION SA).

 

6.2 Contractual right and return period

With the intent of always satisfying its customers and recipients of orders, VERSION SA accepts the return of products ordered from www.versionderm.gr through simple post services or direct delivery to the headquarters within the legal deadlines specified above (the “right to return”).

 

6.2.1 Deadline for exercising the right to return

The Buyer or the recipient of an order may exercise their right to return within 14 days from order delivery.

 

6.2.2 Further details on the right to return

Further details on the right to return are available in Article 6.3 of the General Terms and Conditions of Sale.

 

6.2.3 Result of exercising the right to return

The Buyer or the recipient of the order wishing to exercise their right to return may choose to:

– Return the product to the VERSION SA headquarters and exchange it for another item sold by VERSION SA, of equal or higher value.

– Receive a refund equal to the cost of the returned products paid in the same manner as the payment method of the order. In this case the Buyer shall be charged with refund/return costs (e.g. their bank charges or refund charges).

The right to have a sale reversed/a product returned may not be exercised for products having been unsealed upon delivery and which cannot be resealed for hygiene and health protection purposes. In addition, the Buyer should note that they cannot exercise the right to have the sale reversed/a product returned if such product does not bear a safety tape.

 

6.2.4 Return charges

Any return charges shall be borne by the Buyer, apart from cases defective products or non-compliance of delivered products with the ordered ones (in such case, return charges shall be borne by VERSION SA).

In the event that a product can be returned, the Buyer or the recipient of the order may, by exercising his right to have a sale reversed:

– Return the product to the VERSION SA headquarters and exchange it for another item sold by VERSION SA, of equal or higher value.

– Receive a refund equal to the cost of the returned products paid in the same manner as the payment method of the order. In this case the Buyer shall be charged with refund/return costs (e.g. their bank charges or refund charges).

 

6.3 Further details on exercising the right to return

6.3.1 General provisions covering all return methods

Products must be returned to VERSION SA within the aforementioned 14-day deadline at perfect/flawless condition enabling their resale (at their original closed or sealed packaging, with all their accessories, instructions, etc.) and provided that they have not been opened or used.

Products must be returned upon filling in a relevant return form attached to the GTCS (Annex 1). VERSION SA shall return to the Buyer the full cost of the products in the same payment method they used for their order, within 14 days from the date that VERSION SA is notified of the reversal of the sale. In this case the Buyer shall be charged with refund/return costs (e.g. their bank charges or refund charges).

 

6.3.2 Return to the VERSION SA headquarters

According to the GTCS, a product may be returned to the VERSION SA headquarters in Greece by demonstrating the sales receipt.

 

6.3.3 Return by post or courier

The Buyer or the recipient of the order exercising the right to return within the legal 14-day deadline must follow the instructions below when products are to be returned by post or courier:

– Send the products in excellent condition and in sealed packaging, accompanied by a registered letter, a delivery notice and a completed withdrawal form – PRODUCT RETURN FORM – to:

VERSION SA, 7-9 Parthenonos Street, 11742 Athens, Greece.

VERSION SA shall not accept any packages sent with recipient charge (except for defective products or products which have to be replaced).

If the Buyer or the recipient does not have any document supporting that they gave the product to a courier service or delivered it to the headquarters, then the responsibility to return the product lies with the Buyer/recipient.

The Buyer or the recipient of an order exercising the right to return within the legally specified 14-day deadline may call the associated ELTA courier service to set the date and time for picking up the package with the products to be returned.

The products may be returned as long as they are in excellent condition and in a closed packaging, accompanied by a registered letter, a delivery notice and a completed withdrawal form – PRODUCT RETURN FORM – sent to the aforementioned address.

 

 

Article 7 – Retention of Ownership

All products sold through our Website are free from any legal or real defect. Any products that may get amended, repaired, installed or added by the Buyer shall not be covered by this warranty. No warranty shall apply to damaged or destroyed products, as a result of their transfer or due to bad or improper use.

VERSION SA fully retains ownership of the products ordered through the e-shop until final payment of their value – the main value of products, any costs and taxes included in the invoice/receipt, as well as the applicable shipping costs.

 

 

Article 8 – Intellectual Property Rights

The VERSION SA trademark, and any other trademarks, images and logos presented in the Website (included but not limited to the General Terms of Use and these General Terms and Conditions for Sale) are and shall remain sole property of VERSION SA or any other owner of intellectual property rights.

Any partial or full reproduction, amendment and use of trademarks, images and logos, or any other content of the Website, for any reason and by any means, without the explicit written consent of VERSION SA or the owner of such intellectual property rights is strictly prohibited. The same shall also apply to all intellectual property rights, designs and patents belonging to the Website.

 

 

Article 9 – Signature and Proof

VERSION SA endeavors to protect your personal details and guarantee a high level of security. The Buyer should also keep a high security standard for their transactions, for example refrain from sharing their username and/or password and frequently change the same. Within this context, VERSION SA cannot be held liable for any communication of the Buyer’s details, when their username (Buyer’s email address) and/or password are used by third parties.

Thus, the use of the username and/or password prove the Buyer’s identity and authorize them to confirm their order and the corresponding amount. VERSION SA shall by no means be held liable for improper or illegal use of such data and information.

The entry of the credit card number and the final confirmation of the order shall be proof of such order and shall lead to the denomination of the amount related to the purchase of products as due and payable.

The online registration recorded with the VERSION SA online systems may be used by the parties as proof of communication, orders, payments and transactions between the parties.

 

 

Article 10 – Liability

10.1 Legal capacity

Before placing an order, the Buyer has to declare their full legal capacity entitling them to transact according to the applicable General Terms and Conditions for Sale. VERSION SA shall assume no liability as to the confirmation of the Buyers or visitors’ legal capacity. As a result, if a person is deprived of the legal capacity to order through the VERSION SA Website, their parents or legal guardians shall be liable for such purchase and mostly its payment.

 

10.2 Limitation of Liability

VERSION SA shall assume no liability for any loss or delay if failure to meet its obligations is attributed to force majeure, namely any incident beyond the will and the control of VERSION SA and which could not be predicted, as provided for by the Greek law.

All the information provided through this Website shall be provided as is and with no type of guarantee, either explicit or silent, particularly with regard to its accuracy, completeness or currency, lawfulness, availability, credibility, products, accessories or services provided through the VERSION SA Website or the suitability of applications speculated by the Buyer. VERSION SA shall not be held liable for any products sold through the Website especially if there is no compliance with their instructions for use. VERSION SA shall not be held liable for any claims raised by the Buyer or any third party which fail to meet the terms of compliance.

VERSION SA shall not be held liable for any damage, direct or indirect, predicted or not, while using the Website. In this case, and only if the Buyer may prove inducement of serious damage while placing the order that VERSION SA is fully liable for, then the liability of VERSION SA shall be solely limited to the amount of the order.

Any complaint against VERSION SA has to be filed within 1 month from the occurrence of the incident related to the complaint.

 

 

Article 11 – Informatics and Freedom

VERSION SA shall collect personal details of the Buyer and the recipient of the order as well, if necessary. The Buyer is aware of the terms and purposes of such collection and processing. The purposes and the conditions under which VERSION SA collects and processes personal data are presented in the Website (Privacy Policy) and shall be governed by the applicable legal system for the protection of personal data.

 

 

Article 12 – Amendments

VERSION SA reserves the right to amend and update the General Terms and Conditions for Sale without prior notice. In order to stay updated on any kind of amendment, VERSION SA advises its Buyers and users in general to frequently read the GTCS, as well as the General Terms for Use of the Website. Any order shall be subject to the GTCS applicable at the time the order is placed.

 

 

Article 13 – Miscellaneous

13.1 Partial Validity

Should one or more of these General Terms become by any means fully or partly null under the applicable law, then the affected terms or parts thereof shall not form part of the contract, with the remaining terms being in force between the parties as per normal.

 

13.2 Waiver

The parties shall treat these General Terms as vital. They shall also accept full compliance therewith and they shall waive their right to dispute any of them.

 

13.3 Applicable law and jurisdiction

Any dispute that may arise in relation to the existence, interpretation, execution or infringement of the sales contract between VERSION SA and the Buyer shall be exclusively settled by the Courts of Athens, in compliance with the Greek law.

In accordance with Directive 2013/11/EC, transposed into Greek law with Joint Ministerial Decision 70330/2005, the option of online consumer dispute resolution is possible through the Alternative Dispute Resolution (ADS) procedure throughout the European Union.

If the Buyer is a consumer (i.e. a natural person acting outside of their professional capacity) and they have a problem with an online purchase, they may commence the ADS procedure through the Online Dispute Resolution (ODR) platform, available on https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

 

13.4 Force

The GTCS shall remain in force as long as the products are offered online by VERSION SA.

For further information, please contact VERSION at +30 2109882050 during working days and times (Monday-Friday, 09:00-17:00).

 

ANNEX 1 – SALE REVERSAL / PRODUCT RETURN FORM

(If you want to have a sale reversed, please fill in and return this form, stating the number of your order. Make sure that the number of your order is clearly indicated).

consumer code of conduct for e-commerce

Definitions

  1. For the application of the Code, the following terms have the meaning stated below:
  2. A “business that operates in the area of e-commerce” (hereinafter “business”) is a legal or natural entity registered in Greece that offers products and/or services to consumers in Greece and/or abroad, legally operating directly and/or as a service provision intermediary for a direct or indirect fee through distance digital channels and following the personal choice of the consumer.
  3. “Distance digital channels” are the products and services offered by businesses and accepted by consumers through digital processing equipment, provided, transferred and received entirely via internet and/or mobile networks/ text apps.

iii. For the rest of the terms, the definitions are the same as those in Law 2251/1994, as in force, Presidential Decree 131/2003 and the Consumer Code of Conduct in Article 7 of Law 3297/2004, as in force.

  1. In case of doubt, the definitions of the legislation in force prevail.

 

Article 3

General principles and obligations of e-shops

  1. General Principles

The Code is governed by the principles of consumer protection, transparency, impartiality, technological neutrality, professional ethics, ethical conduct and respect for privacy, personal data protection, and the protection of vulnerable population groups, as stated in detail in Articles 4 and 5 herein.

  1. Minimum information to consumers
  2. The company should ensure the provision of pre-contractual information to consumers so that they can be fully, accurately and clearly informed about the following:
  3. Full company name, headquarters, postal address, tax number, contact phone number / email address.
  4. Company registration (GEMI) number.

iii. Main features of the products sold and quality of services provided (e.g. total price including VAT or other taxes, shipping costs or any product return costs, any additional charges, the terms and conditions of payment, guarantees, product size/dimensions) as well as payment methods.

  1. Availability of products and services and deadline within which the supplier undertakes to deliver the goods or provide the services.
  2. Charges, possible discount packages or special offers.
  3. Conditions for withdrawal from the contract as well as termination or cancellation of the contract, as stated in detail in Article 6 herein.

vii. The possibility of out-of-court settlement for disputes and information on the recognized alternative consumer dispute resolution providers whom suppliers are bound or obliged to use to resolve disputes. In the absence of such a commitment or obligation, the suppliers must clarify whether they will use the relevant providers.

viii. The possibility for alternative online dispute resolution as stated in detail in Article 8 herein.

  1. The after-sales service terms, any commercial guarantees (content, duration and extent of territorial validity) and the seller’s liability for actual defects and lack of agreed features, in accordance with Articles 534 et seq of the Civil Code.
  2. The possible need for frequent maintenance of the products or the existence of spare parts which are particularly costly in relation to the current price of these products.
  3. The purpose of data processing, the data recipients or categories of data recipients and the existence of the right of access and objection, as stated in detail in Article 5B(5) herein.

xii. The codes of conduct or any trustmarks that bind them.

xiii. This information for consumers must be comprehensible, legal, true, updated, easily accessible to all, including people with disabilities, and verifiable, and must be in Greek and optionally in another language.

  1. The terms of the service provision and/or product sales contract must be posted on the website of the business, at a point easily accessible to consumers.
  2. In the case of an order placed by the consumer, the business is obliged to deliver/send immediately an order receipt notification, which clearly indicates the date of receipt and confirmation of the order.
  3. It is the responsibility of the business to clarify to consumers the time at which the contract is deemed to have been entered, in accordance with the legislation in force. The main contractual terms should be available in advance to consumers in such a way that the order request cannot be submitted if the user has not been made aware of them beforehand. Once the contract has been drawn up, the business must refrain from any action that entails changing its terms, in particular amending the price or notifying of the non-availability of the ordered product or ordered service.
  4. Consumers should receive sufficient information about the course of their order.
  5. If the business finds out that the consumer has not been properly informed or the contract has not been made with their explicit consent, it shall make every effort to resolve the matter within a reasonable period of time.
  6. E-commerce business staff who come into contact with consumers to provide services or sell products must be fully informed of the above and respond to reasonable consumer questions in a clear and accurate manner.

 

  1. Adverting / Promotion
  2. Advertising and promotion must comply with the legislation in force.
  3. In all events, the following should apply:
  4. Advertising messages and all information provided by the businesses must be clearly marked (as the case may be and to the extent possible by the media used) with the identity of the business, the properties and the final price of the product advertised, or if it is not possible, the method to calculate it, in language that is simple and comprehensible to the consumers, so that the latter may evaluate the information provided and safely make the right decision for them regarding the purchase of products or services.
  5. Advertisements or other offers must refrain from employing misleading or aggressive practices before, during and after a commercial transaction relating to a particular product or service and which, directly or indirectly, are likely to mislead consumers about the product or service being promoted.

iii. The business staff who come into direct contact with consumers must not mislead or attempt to mislead consumers in any way with actions or omissions, giving the wrong impression about the service or product provided.

  1. The business must not provide incomplete or inaccurate information about the possibility of providing the service or selling the product to the consumer.
  2. Any advertising and promotional activity specifically addressed to minors must not incite, directly or indirectly, violence, the use of alcohol, tobacco or toxic substances, or any form of risk to their health and safety.
  3. Businesses must abide by the age limitations imposed by the legislation in force on the promotion and sale of specific product categories.

vii. Any advertising and promotional activity addressed to people with disabilities should ensure their accessibility to them.

 

Article 4

Protection of minors and other vulnerable population groups

  1. The business staff must not exploit the vulnerability of consumers belonging to vulnerable groups, such as the elderly, minors, people who do not understand the Greek language well, or people with disabilities. Businesses must provide careful, accurate and objective descriptions of products and services specifically addressed to such persons, in a manner that is understandable, comprehensible and fully accessible to them, so as not to mislead them as to the actual size, value, nature, purpose, durability, performance and price of the advertised product or service.
  2. Especially for minors, businesses should – to the extent possible – ensure that proper conditions for access to their websites are set up, as specified in the legislation in force.

 

Article 5

Secure transactions and personal data protection

  1. Secure transactions
  2. Businesses should see to the security of transactions carried out using Information and Communication Technologies (ICT).
  3. In this context and in accordance with the legislation in force, businesses shall expend every effort to ensure that they or their partners use suitable tools and measures, according to their business category and type, and the type of data they collect and process (whether personal or otherwise), and apply any appropriate measure, so as to provide the legally required security of online transactions (corresponding to the various stages of their completion) and data (personal or otherwise) that they collect and process, as well as to inform the people carrying out transactions of the basic parameters of the security and confidentiality used, with special reference to the terms of use of the website.
  4. Businesses shall use suitable technical and organizational measures to safeguard the confidentiality of the data they collect and process, to the extent that they are lawful and depending on the nature of the products and services they provide.
  5. Personal data protection
  6. Businesses are required to have a comprehensible, true, legitimate, easily accessible and updated Personal Data Protection Policy and to inform consumers as required by the relevant laws and guidelines of the Hellenic Data Protection Authority regarding this Personal Data Protection Policy.
  7. It is not permitted to collect, store or process data that the law regards as sensitive, i.e. data concerning racial or ethnic origin, political opinions, religious or philosophical beliefs, membership in an association, union and trade union, health, social security as well as criminal prosecutions or convictions, unless the terms and conditions set by the law and the Hellenic Data Protection Authority are met.
  8. The collection, processing, maintenance and use of other personal data is possible only if it is permitted by the legislative framework in force and always in accordance with the terms and conditions set forth therein.
  9. In particular, with regard to the use of “all types of cookies”, their installation must be carried out after informing the consumer accordingly and on the basis of their consent, in accordance with the law and the relevant guidelines of the Hellenic Data Protection Authority.
  10. In case of non-consent to / non-acceptance of cookies, businesses should allow, if technologically feasible, the consumer to continue using the website without sending the cookies.
  11. Businesses should ensure that personal data collected are not disclosed or transmitted to third parties without the prior notification or consent of the data subject and/or where the law provides for this, in accordance with the provisions of the law on the protection of personal data.
  12. Businesses should respect the consumers’ wish not to be included in records intended to be used for unsolicited commercial communication by human intervention (call) to promote and supply products or services, provided they have declared this to the provider of services available to the public.
  13. Businesses should provide consumers with the option of choosing whether to receive promotional messages and newsletters of any kind and, in the event they accept, have the option to withdraw their consent, and businesses are obliged not to send new promotional messages and newsletters of any kind (unless consent is received anew or the statutory provisions apply anew).
  14. Consumers are entitled to have direct access to information about their personal data, to oppose their use in future promotions, to request and confirm their partial or total deletion from the business’ records, to request their correction or completion, to be informed about the time and manner of the initial acquisition of their personal data by the business and to be informed about the personal data protection methods applied.

 

Article 6

Right of withdrawal for consumers

  1. Consumers have the inalienable right of withdrawal without justification or damages, in accordance with the provisions of the legislation in force from time to time.
  2. Before consumers are contractually bound, the supplier must inform them in a clear, understandable and comprehensible manner, in their own language, of their right of withdrawal without justification or damages, within the legally prescribed period of 14 days starting from the time laid down by law, as well as of the terms, conditions, exceptions and procedure for exercising the right of withdrawal, and the consequences of this exercise, taking into account the particularities of each product/service and providing a withdrawal form template.

 

Article 7

Customer service

  1. The business should ensure that it has suitable mechanisms in place (by telephone and/or email) and adequate staff to deal with consumer service, making reasonable efforts to inform them regarding their requests within the legal time limits per case.
  2. When communication is via call center, the business should ensure that the consumer is not kept on hold for a long period of time and in all events, the call charge should not exceed the charges applicable to local calls. When communication is via online form or the business’ email address, care should be taken to send a response within a reasonable period of time from receipt of the customer request.

 

Article 8

Alternative online consumer dispute resolution

  1. Businesses should inform consumers about the option of alternative consumer dispute resolution for disputes arising from contracts for the sale of products or services, by using the registered National Ethics Committee entities, in accordance with Joint Ministerial Decision 70330/2015.
  2. Businesses, whether or not bound to using the National Ethics Committee, should provide in an easily accessible manner through their websites a link to the EU Online Dispute Resolution Platform (ODR platform), in line with the provisions of Regulation (EU) No 524/2013, through which consumers may lodge their complaint, and then forward it to the relevant National Ethics Committee entity.

Article 2

  1. The Code is posted on business websites at a point easily identifiable and accessible to consumers.
  2. The Code does not limit the right of supplier associations to impose additional obligations and disciplinary or other measures on their members.
  3. The business staff should inform consumers about the existence of the Code and instruct them on how they can find the text.

Article 3

This decision applies as of the time it is published in the Government Gazette.

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

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