Returns & Right of Withdrawal
Last updated: 2026
1. Statutory 14-Day Right of Withdrawal
Under European Union consumer protection rules (EU Directive 2011/83/EU), you have the legal right to cancel and return your purchase within 14 calendar days from the date you (or a third party designated by you) took physical possession of the products, without providing any justification.
2. How to Exercise Your Withdrawal
To exercise your right of withdrawal, you must notify Nordic Horizon E-Shop of your decision before the 14-day cooling-off period expires. You may submit an unambiguous statement by:
- Submitting an inquiry via our Contact Form
- Sending an email directly to contact@eshop.local mentioning your order number and full name
- Completing and sending the Model Withdrawal Form set out in Section 8 below
3. Conditions for Returns
Returned items must be sent back within 14 calendar days of notifying us of your cancellation. Products must be returned in the condition in which they were received:
- Unworn, unused, and undamaged with all original security seals and tags intact.
- In their original packaging with all included documentation, manuals, cables, and accessories.
- Properly secured in a sturdy outer parcel to prevent damage during transit.
4. Return Shipping Costs
Unless the item is defective or incorrect upon delivery, the direct cost of returning the goods is borne by the customer. We recommend using a tracked shipping courier service, as Nordic Horizon E-Shop cannot be held responsible for goods lost or damaged during return transit.
5. Reimbursement & Timelines
Upon receipt and inspection of the returned items at our warehouse, we will issue a full refund including the initial standard shipping costs. Refunds are processed within 14 days of receiving the returned products or proof of shipment.
Reimbursement will be carried out using the same payment method you used for the initial transaction (e.g. credited back to your card via Stripe, or bank transfer for Cash-on-Delivery orders). No administrative fees will be charged for the reimbursement.
6. Defective or Damaged Goods
If you received a product that arrived damaged, defective, or does not match your order, please contact us within 48 hours of delivery at contact@eshop.local with photos of the parcel and item. We will arrange a free replacement or full refund including return courier pickup.
7. Exceptions to Withdrawal
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Goods made to your specific specifications or clearly personalized.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g. in-ear headphones, cosmetic items).
- Perishable goods or items subject to rapid deterioration once unsealed.
8. Statutory Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the sales contract in accordance with Annex I(B) of EU Directive 2011/83/EU).
To: [Company Legal Name P.C.]
Address: [Physical Address, Postal Code, City, Greece]
Email: contact@eshop.local
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Product(s) Description / SKU: [Enter purchased items]
Ordered on / Received on (*): [Date]
Order Reference / Number: [Your Order Number]
Name of Consumer(s): [Your Full Name]
Address of Consumer(s): [Your Postal Address]
Signature of Consumer(s): ______________________ (only if this form is notified on paper)
Date: [Date of submission]
(*) Delete as appropriate.
9. Out-of-Court Dispute Resolution
In accordance with Article 14 of Regulation (EU) No 524/2013, the European Commission provides an online platform for alternative dispute resolution (ODR) accessible at:https://ec.europa.eu/consumers/odr.
For consumer dispute mediation in Greece, consumers may also contact the Independent Authority “Hellenic Consumer Ombudsman” (Συνήγορος του Καταναλωτή, Alexandras Ave. 144, 11471 Athens, website: www.synigoroskatanaloti.gr).