At IERA ELIA, we want you to be completely satisfied with your purchase. We therefore follow a clear and customer-friendly returns policy, in accordance with the applicable legislation and the specific nature of our products.

If you change your mind, receive an incorrect product, or your order arrives damaged or defective, please contact us so that we can assist you and find the most appropriate solution.

For any questions regarding a product before placing your order, you may contact us using the details below:

IERA ELIA
Telephone: +30 698 668 6518
Email: info@olealas.com

General Return Conditions

Returns may be accepted within 14 calendar days from the date on which you receive your order, provided that the conditions stated below are met.

To be eligible for a return:

• The product must be unused and unopened.
• The original safety seal and packaging must remain intact.
• The product must not be damaged, altered, opened or partially consumed.
• The product must be returned together with the original receipt or invoice.
• All labels, packaging materials and accompanying items must be included.

For health, hygiene and food-safety reasons, we cannot accept returns of food products whose packaging or safety seal has been opened, removed, damaged or otherwise altered, unless the product is defective or was delivered incorrectly.

Returns sent without prior communication and approval may not be accepted.

1. Change of Mind

If you change your mind about your purchase, you may request a return within 14 calendar days from the date of delivery.

To request a return, please contact us by email or through the contact form available on our website.

The product must be returned unopened, unused and in its original condition and packaging.

The direct cost of returning the product is borne by the customer.

2. Damaged or Defective Products

Although every order is carefully inspected before dispatch, in the unlikely event that you receive a damaged or defective product, please contact us as soon as possible.

Please provide:

• Your order number
• A brief description of the issue
• Clear photographs of the product and its packaging

Once your request has been reviewed and approved, we will provide instructions regarding the return or replacement process.

Where the product is confirmed to be damaged or defective, the return and replacement shipping costs will be covered by IERA ELIA.

Depending on product availability and the nature of the issue, we may offer:

• A replacement product
• A refund
• Another solution agreed with the customer

3. Incorrect Products

If you receive a product different from the one you ordered, please contact us immediately by email or through our contact form.

Please include your order number and photographs of the product received.

Once the error has been confirmed, we will arrange the return of the incorrect product and dispatch the correct product at no additional cost to you.

4. Products Damaged During Delivery

If your parcel appears visibly damaged at the time of delivery, please inform the courier immediately and, where possible, note the damage on the delivery document.

You should also contact IERA ELIA as soon as possible and provide photographs of:

• The external packaging
• The internal packaging
• The damaged product
• The shipping label

Please do not dispose of the packaging before your request has been reviewed, as it may be required for the courier claim process.

Important Return Information

Before returning any product, please ensure that:

• You have contacted IERA ELIA and received return instructions.
• The product is unopened and in its original condition.
• The original packaging and safety seals are intact.
• The receipt, invoice or other proof of purchase is included.
• The product is carefully packaged to prevent damage during transportation.

Return requests submitted after the expiry of the 14-day period may not be accepted, except where the product is defective or where otherwise required by applicable law.

We strongly recommend using a tracked delivery service when returning a product. IERA ELIA cannot be held responsible for returned parcels that are lost or damaged during transportation when the return shipping has been arranged by the customer.

Refunds and Right of Withdrawal

Consumers have the right to withdraw from a distance purchase within 14 calendar days from the date on which they, or a third party appointed by them, receive the products.

To exercise your right of withdrawal, you must inform IERA ELIA of your decision within the above period through a clear written statement, either by email or through the contact form on our website.

The products must then be returned in accordance with the return instructions provided by IERA ELIA.

The right of withdrawal may not apply to products that:

• Have been opened or unsealed after delivery and cannot be returned for health, hygiene or food-safety reasons.
• Have been used, consumed or partially consumed.
• Have been damaged due to improper handling by the customer.
• Are made or prepared according to the customer’s individual specifications, where applicable.
• Are liable to deteriorate or expire rapidly.

Your statutory rights regarding defective or non-conforming products remain unaffected.

How Will I Receive My Refund?

Once we receive the returned product, we will inspect it to confirm that it meets the return conditions.

If the return is approved, the refund will be processed using the same payment method used for the original transaction, unless another method has been expressly agreed.

Refund processing times may vary depending on the payment provider or banking institution.

For orders paid by bank transfer or Cash on Delivery, you may be asked to provide the following information:

• Bank name
• IBAN
• Account holder’s full name

The account holder’s name must correspond to the customer or purchaser details, unless otherwise agreed.

Return Shipping Costs

In the case of withdrawal due to a change of mind, the direct return shipping costs are borne by the customer.

If the return is due to:

• A defective product
• A damaged product
• An incorrect product
• An error by IERA ELIA

the reasonable return shipping costs will be covered by IERA ELIA, provided that the return has been approved in advance and the instructions provided have been followed.

Cash on Delivery fees and additional service charges may not be refundable where these services have already been completed, unless otherwise required by law.

Return Address

Before sending any return, please contact us to receive the correct return address and shipping instructions.

IERA ELIA
Return Address: [Insert return address]
Telephone: +30 698 668 6518
Email: info@olealas.com

Returns sent without prior notification may not be accepted.