This policy applies exclusively to retail product orders placed through www.liokastro.com.
 

1. Order Processing

Orders are processed following successful completion and confirmation of payment.

Processing times may vary depending on product availability, order volume and the day on which the order is placed.

If there is a significant delay or availability issue, we will contact the customer using the details provided with the order.

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2. Delivery Areas

Available delivery areas and delivery methods are displayed during checkout.

Shipping availability may vary depending on:

• destination,

• order weight and dimensions,

• availability of our delivery partners,

• type of products ordered.

If a particular destination is not supported during checkout, please contact us before placing your order.

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3. Delivery Methods

Depending on the destination, different delivery options may be available through courier partners, collection services or other available delivery methods.

The options available for a specific order are displayed during checkout.

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4. Shipping Costs

Shipping costs are calculated according to the order, destination and selected delivery method.

The final shipping charge is displayed before the order is completed.

Customers can review the total amount before final confirmation and payment.

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5. Estimated Delivery Times

Estimated delivery times may vary depending on destination and carrier.

Any delivery timeframe displayed during checkout is an estimate and may be affected by circumstances outside Liokastro's direct control, including:

• increased shipping volumes,

• strikes,

• severe weather,

• carrier disruptions,

• public holidays or other exceptional circumstances.

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6. Delivery Information

Customers are responsible for providing accurate recipient and delivery information.

Liokastro is not responsible for delays or failed deliveries resulting from incorrect or incomplete information entered by the customer.

If you identify an error after placing your order, please contact us as soon as possible.

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7. Receiving and Checking Your Order

Upon delivery, we recommend checking the external condition of the package.

If the parcel shows significant visible damage or there are indications that the contents may have been damaged in transit, please contact us as soon as possible.

To help us review the issue quickly, we may request photographs of the external packaging, internal packaging and affected product.

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8. Failed or Unsuccessful Delivery

Where delivery cannot be completed because the recipient is unavailable, incorrect information was provided or a parcel is not collected from an available collection point, the procedures of the relevant carrier may apply.

A new shipment may result in additional delivery charges where the failed delivery was caused by circumstances attributable to the customer.

 

9. Delays

We make reasonable efforts to dispatch and deliver orders on time.

However, we cannot guarantee a specific delivery date where delays are caused by third-party carriers or circumstances beyond our reasonable control.

The customer's statutory rights remain unaffected.

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10. Right of Withdrawal

For purchases made at a distance through the website, consumers have the right to withdraw from the contract within 14 calendar days from the day the goods are received, without giving any reason, except where a statutory exception applies.

To exercise the right of withdrawal, the customer must inform us through a clear statement within the above period.

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11. Return Conditions

Where the right of withdrawal is exercised, the product must be returned without undue delay and in a condition that allows its nature, characteristics and condition to be assessed.

The consumer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

For food safety and product integrity reasons, products whose packaging or seal has been opened, broken or altered may not be suitable for return where a relevant statutory exception applies.

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12. Return Shipping Costs

In the case of a standard withdrawal, the direct cost of returning the goods is borne by the customer unless otherwise agreed or where the return results from an incorrect, defective or damaged product.

We recommend using a return method that provides shipment tracking.

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13. Refunds

Where a valid withdrawal is exercised, we will refund the amounts required under applicable law, including the cost of the standard delivery method where applicable.

The refund will be made without undue delay and no later than 14 days from the date on which we are informed of the withdrawal.

We may withhold the refund until we receive the goods back or until the consumer provides evidence that the goods have been returned, whichever occurs first.

Refunds are generally processed using the same payment method used for the original transaction.

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14. Incorrect, Defective or Damaged Products

If you receive a product different from the one ordered, or a product that is defective or has been damaged during transportation, please contact us as soon as possible.

We may request photographs of:

• the product,

• the external packaging,

• the internal packaging,

• the label or batch number, where relevant.

The matter will be reviewed in accordance with applicable law and, where justified, a replacement, refund or other appropriate remedy will be offered.

The consumer's statutory rights in relation to defective goods remain unaffected.

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15. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases excluded under applicable law, including, where relevant:

• goods liable to deteriorate or expire rapidly,

• goods made to the consumer's specifications or clearly personalised,

• sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery, where that exception applies.

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16. Return Procedure

Before returning any product, please contact us at:

liokastro.oliveoil@gmail.com

and provide:

• your full name,

• order number,

• product you wish to return,

• reason for contacting us,

• photographs, where damage or a defect is involved.

We will provide you with the next steps and the address to which the return should be sent.

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17. Contact

For any questions regarding shipping, delivery, returns or refunds:

Liokastro | Methonean Terra G.P.
Griva Digeni 2
Agios Dimitrios, Athens 17342
Greece
Email: liokastro.oliveoil@gmail.com
Telephone: +30 6937 182 908
Website: www.liokastro.com