At Athens Equine Veterinary Services (AEVS), we strive to ensure that all products meet your expectations. If, however, you need to return an item for any reason, the following policy applies.

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1. General Return Terms

• Returns are accepted within 14 calendar days from the day you received the product.

• Items may be returned only in the same condition in which they were delivered, meaning:

  • In original packaging

  • Unopened, unused, and unsealed

  • With all accompanying documents (receipt, invoice, or proof of purchase)

If the product has been opened, used, or tampered with, it is not eligible for return unless it is defective.

Customers are responsible for keeping products in proper condition until they are returned.

Before returning any item, you must contact AEVS at: info@aevs.gr

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2. Returns Due to Company Error or Defective Products

If:

• You received the wrong product,

• Your order was incomplete,

• Or the product arrived damaged or defective,

please notify us immediately at info@aevs.gr or by phone.

In such cases:

• AEVS covers the shipping cost of the return.

• The product will be replaced or refunded according to your preference and product availability.

If replacement is not possible, we may issue a refund or a coupon of equal value to be used on future purchases.

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3. Right of Withdrawal (14 Days)

You have the legal right to withdraw from your purchase within 14 calendar days without providing a reason.

How to Exercise Your Right of Withdrawal

You must notify AEVS of your decision to withdraw via a clear statement sent by:

• Email: info@aevs.gr

• Or by phone (followed by written confirmation)

A standard withdrawal form may be provided but is not mandatory.

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Exemptions (Non-Returnable Products)

The right of withdrawal does not apply to:

a) Products that expire quickly (e.g., temperature-sensitive veterinary items)
b) Sealed items that are not suitable for return for health or hygiene reasons and have been opened
c) Custom-made or personalized items
d) Items that, after delivery, become inseparably mixed with other goods

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4. Effects of Withdrawal

If you withdraw:

• AEVS will reimburse all payments received, including the original delivery cost (excluding any additional costs for premium shipping).

• Refunds are issued within 14 days from the date we are informed of your withdrawal.

• Refunds are made using the same payment method unless otherwise agreed.

• AEVS may withhold reimbursement until:

  1. We receive the goods back, or

  2. You provide proof of return shipment

You must send the items back to AEVS within 14 days from the date you communicated your withdrawal.

The cost of returning the goods in cases of simple withdrawal (buyer’s remorse) is borne by the customer.

You are responsible for any diminished value resulting from unnecessary handling beyond what is required to examine the product.

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5. Methods of Return

A. Return in Person (if available)

You may bring the product to our physical service location (if applicable).
Please contact us beforehand to ensure product availability and to prepare the return.

B. Returns by Courier

Procedure

1. Place items in their original packaging.

2. Include a copy of:

   • Receipt or invoice

   • Return/withdrawal form (if used)

3. Ship the package using a courier of your choice at your expense, unless the return is due to an AEVS mistake.

Important

• Do not return parcels via ELTA if instructed, as returns may not be accepted depending on our carrier agreements.

• Always notify AEVS before sending your return.

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C. BOXNOW Returns (if you originally received via BOXNOW)

You may return products through BOXNOW.

Buyer’s Remorse (Customer Refund Return)

• 1.50€ return fee within Attica

• 7.50€ return fee for Cyprus (if applicable)
  These fees are deducted from the refunded amount.

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Company Error or Defective Product

• Returns are free of charge.

• Contact AEVS at info@aevs.gr for approval before returning.

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6. Order Cancellation

You may cancel an order before it ships.

Cancellations Outside Working Hours

If the order was placed outside AEVS business hours, you may cancel it by:

• Sending an email to: info@aevs.gr

Cancellations During Working Hours

You may contact us via: phone or by emailing info@aevs.gr

Please have your order number available when contacting us.

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7. Abuse of Return Policy

AEVS may refuse future returns or cancellations in cases of:

• Repeated excessive returns

• Abuse of the withdrawal right

• Non-compliance with the legal requirements or policy terms

Returned items that do not meet the above conditions will be sent back to the customer at their expense.

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8. Complaint Handling Policy

Our trained staff are available to help with any questions, concerns, or complaints.

You can reach us at: info@aevs.gr

We are committed to resolving issues promptly and professionally.

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9. Product Images Disclaimer

Product photos are for illustration only and may not always reflect the exact appearance, packaging, or version.