Refund, Returns & Cancellation Policy
Last updated: July 2026
We hope you enjoy your GRAECA jewellery. If you wish to return a product or have an issue with your order, please review the following policy.
1. RIGHT OF WITHDRAWAL
If you are a consumer purchasing through our online store, you have the right to withdraw from your purchase within fourteen (14) days from the date on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods, subject to the exceptions provided by applicable law.
You do not need to provide a reason for exercising your right of withdrawal.
To exercise your right of withdrawal, you must inform us of your decision within the applicable 14-day period by contacting us at info@graeca.gr.
Please clearly state that you wish to withdraw from your purchase and include your name and order number.
2. RETURNING THE PRODUCT
After informing us of your decision to withdraw, the product must be returned in accordance with the applicable legal time limits and the return instructions provided by GRAECA.
Returned products should be securely packaged and returned with their original packaging where reasonably possible.
Customers may handle a product only to the extent necessary to establish its nature, characteristics and functioning.
The customer may be responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, in accordance with applicable law.
3. RETURN SHIPPING COSTS
Unless the product is defective, damaged, incorrect or GRAECA has expressly agreed otherwise, the customer is responsible for the direct cost of returning the product.
We recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.
GRAECA cannot be held responsible for a return parcel before it is received by us, except where responsibility is imposed on us by applicable law.
4. REFUNDS
Where the right of withdrawal is validly exercised, payments received from the customer will be refunded in accordance with applicable consumer protection legislation.
Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed where permitted by law.
Refunds cannot be issued in cash for purchases originally paid by card.
We may withhold reimbursement until we have received the returned goods or the customer has supplied evidence of having sent the goods back, where permitted by applicable law.
Any additional processing time required by the customer's bank or card issuer is outside GRAECA's control.
5. MADE-TO-ORDER AND PERSONALISED PRODUCTS
The right of withdrawal does not apply where an applicable legal exception applies to goods made to the customer's specifications or clearly personalised.
Where a product is made to the customer's specifications or is clearly personalised for this purpose, this will be communicated to the customer before the purchase is completed.
The handmade nature of a product alone does not necessarily mean that it is personalised or excluded from the right of withdrawal.
This section does not affect the customer's statutory rights in relation to defective or non-conforming products.
6. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is damaged, defective or different from the product ordered, please contact us at info@graeca.gr as soon as possible.
Please provide your order number, a description of the issue and clear photographs of the product and packaging where relevant.
The customer's statutory rights regarding defective or non-conforming goods remain unaffected.
Where a product is defective or non-conforming, GRAECA will provide an appropriate remedy in accordance with applicable consumer protection legislation.
Where applicable, the reasonable return costs of a defective, damaged or incorrect product will be covered by GRAECA.
7. ORDER CANCELLATIONS
If you wish to request cancellation of an order before shipment, please contact us as soon as possible at info@graeca.gr.
We will make reasonable efforts to process the cancellation request before dispatch.
If the order has already been dispatched, the applicable right of withdrawal and return conditions will apply.
Cancellation requests relating to products made to the customer's specifications or clearly personalised may be subject to the applicable legal exceptions described above.
8. EXCHANGES
If you wish to exchange a product, please contact us at info@graeca.gr before returning the item.
Exchanges are subject to product availability.
Where an exchange is not possible, the applicable return and refund conditions will apply.
9. RETURN INSTRUCTIONS
Please contact us at info@graeca.gr before sending a return so that we can provide the appropriate return instructions.
Please include your order number in your communication.
10. CONTACT
GRAECA
Operated by ZACHAROULA KARAMICHALI KAI SIA LIMITED PARTNERSHIP
VAT / Greek Tax Identification Number: 803338774
G.E.MI. Number: 194892401000
Drosini 16
Kifisia, 14562
Athens, Greece
Telephone: +30 211 411 8490
Email: info@graeca.gr
Website: graeca.gr