Returns and exchanges policy

Returns and exchanges policy

You have 14 calendar days to return a product and request a refund. We recommend ensuring that the package will be returned to us in a timely manner. To qualify for a refund, your product must be unused and in its original packaging, as received, including all labels and warranties.
Για να δικαιούστε επιστροφή, το προϊόν σας πρέπει να είναι αχρησιμοποίητο και στην αρχική του συσκευασία, στην οποία το παραλάβατε, και να περιλαμβάνει όλες τις ετικέτες και τις εγγυήσεις.

Return of Damaged or Defective Items

If you receive a damaged or defective product, contact our Customer Service within 48 hours of delivery. UKU CANDLES team will make every reasonable effort to replace it in a timely manner. If you notice significant damage to the package, reject the order and contact our Customer Service team immediately.
Σε περίπτωση που παρατηρήσετε μεγάλη ζημιά στο χαρτοκιβώτιο, απορρίψτε την παραγγελία και επικοινωνήστε αμέσως με την ομάδα εξυπηρέτησης πελατών.

Repeated Returns

Repeated returns are a significant process, and we offer a flexible return policy. However, we carefully monitor the number of returns our customers make. Excessive returns may, at our discretion, result in the closure of your account with UKU or the rejection of future orders.

Delayed Returns

Returns outside the 14-day period will not be accepted by UKU.

Returns

Returns Returning an item is easy!

Follow these steps:

If you made an order as a guest;

Visit the homepage www.ukucandles.com and select the "RETURN REQUEST" option. Fill in the necessary fields to verify your details and locate your order. Follow the steps provided, and the product return process will be completed promptly. UKU CANDLES team will contact you for further clarification of your request.

or

You may contact the customer service department of UKUCANDLES.COM using one of the following methods:

Email at customercare@ukucandles.com
Call at +30 2102845525

Alternatively, if you have an account with UKU:

Log in to your account.

Go to "My Orders." Your account will display only the orders eligible for returns.

Select the orders or items you wish to return or exchange, choose the reason for return, and submit the return request form.

Check the box agreeing to the return and exchange policy.

You will receive instructions via email whether the return is approved or not.

Once the return is approved for further inspection you may return the item to the following address

SP. VRETTOU 12 & TATIOU 185 METAMORFOSI – ZIP Code 14452

You may return the item to our Store at the following address. An email to customercare@ukucandles.com or a telephone call to 210-2845525 is required for this process so to book an appointment.

Or

You may schedule the pickup of your returned product using one of our delivery companies:

For ACS, call 210-8190000 to arrange the pickup.

For ELTA COURIER, call 210-6073000 or 11120 to schedule the pickup.

Here are the steps to prepare your return package:

Place the item in its original packaging and securely seal the package.

Affix the return label provided by the courier company you arrange the return with (with the product tracking number).

Keep the receipt from the courier company until the package has been returned to us.

Please have your order number available each time you contact the Customer Service team.

Make sure to read the return and refund policy before making your purchase.

Refund Process

Once we receive your returned item, we will inspect it and notify you that we have received it. You will soon be informed about the status of the refund process after the product inspection.
Σύντομα θα σας ειδοποιήσουμε για την κατάσταση της διαδικασίας επιστροφής χρημάτων μετά την επιθεώρηση του προϊόντος.

If your return is approved, we will initiate the refund process. You will receive the purchase amount minus the shipping costs, back to your credit card or via the original payment method.
The customer is responsible for returning the product and for the costs that will arise. When the item passes the inspection and we proceed with the refund, the customer will receive the order amount without including the shipping charge.

You can expect to receive the refund within a certain number of days, typically within 8-10 business days from the return day, depending on your card issuer's policies and through the initial payment method.
You can check the status of your return in "My Order History" (only if you placed the order from a customer account).
For any issues not explicitly mentioned here, European regulations on long-distance commerce apply.

Contact Us

If you need further assistance on how to return a product to us, please contact our customer service department at customercare@ukucandles.com or at +30 21028545525. They will be able to provide you with the necessary support regarding the return process.

Limitation of Liability

The company cannot guarantee the availability of ordered products. However, in cases of unavailability, we commit to informing you within a reasonable timeframe from placing your order.

The company reserves the right for any technical errors in the product specifications that may have escaped attention or have arisen unintentionally, or due to any website downtime resulting from force majeure reasons.

Furthermore, the company is only liable for intentional misconduct and gross negligence towards users in case of non-execution of the order or delayed delivery of the ordered products. Additionally, the company reserves the right regarding the delivery time of goods in cases of force majeure (e.g., adverse weather conditions, strikes, etc.).

The company bears no responsibility, whether positive or negative, direct or indirect, for any inability to use the website effectively, as well as errors, interruptions, defects, or delays in the operation of the website or the transmission of information on the internet.

The company is not liable for any technical issues that may arise for users when accessing and using the website, relating to their infrastructure's compatibility with it, or any "viruses" or other harmful components contained in websites.