1. Returns under the right of withdrawal – Consumers
Consumers may return eligible products within fourteen (14) calendar days from the date of receipt, without providing a reason, in accordance with our Right of Withdrawal Policy. Prior approval from the Company is not required, provided that the consumer informs us of the decision to withdraw within the applicable period.
2. Condition of returned products
- Products must be returned complete, together with all accessories, manuals and certificates, preferably in their original packaging.
- The receipt or invoice should accompany the returned product, or the order number should be provided.
- Fire extinguishers must not have been activated or used, and their safety pin must not have been removed.
- The consumer is responsible only for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and proper functioning.
3. Return procedure
To return a product:
- Notify us by email at info@firevac.gr or by telephone at +30 210 9326262, stating your order number.
- Send the product to FIREVAC E.E., 22 Terpsitheas Street, Palaio Faliro, Athens, P.C. 17563, Greece, or deliver it to our store, no later than fourteen (14) days after notifying us of your decision to withdraw.
- Once the product has been inspected, you will receive an update by email.
4. Return shipping costs
The direct cost of returning the product is borne by the customer. If the product is defective, damaged upon delivery or different from the product ordered, all return and replacement shipping costs will be covered by the Company.
5. Refunds
Refunds are issued without undue delay and no later than fourteen (14) days from the date on which we are informed of the consumer’s decision to withdraw. The refund will be made using the same payment method used for the original transaction, unless another method has been expressly agreed, without any additional charge.
The Company may withhold the refund until the returned products have been received or until the consumer provides evidence that the products have been sent back, whichever occurs first.
6. Defective products and legal guarantee
Regardless of the right of withdrawal, all products are covered by the applicable two-year legal guarantee of conformity. If you receive a defective, damaged or incorrect product, please contact us. Depending on the circumstances, the product will be repaired or replaced, or the purchase price will be refunded, without charge.
7. Exceptions
The right of withdrawal does not apply to:
- Products made to the consumer’s specifications or clearly personalised, including custom-made fire doors or fire-extinguishing systems.
- Sealed products that are not suitable for return for health protection or hygiene reasons, where the seal has been removed after delivery, including applicable first-aid products.
- Products which, after delivery, have become inseparably mixed with other items.
- Services, including maintenance, refilling and installation services, that have been fully performed, provided that performance began with the consumer’s prior express consent and acknowledgement that the right of withdrawal would be lost once the service had been fully performed.
Further information is available in our Right of Withdrawal Policy.
8. Business customers and purchases made with an invoice
The statutory consumer right of withdrawal does not apply to purchases made by businesses or professionals for purposes relating to their commercial or professional activity. Any return of products purchased with an invoice is subject to prior written agreement with the Company.
