Refund policy

Return and Refund Policy

At Enargilo Ceramics (enargiloceramics.com), we craft each ceramic piece with exceptional care. We want you to be completely satisfied with your purchase. Please read our policy regarding product returns carefully.

1. RIGHT OF WITHDRAWAL & RETURNS (14 DAYS)

Pursuant to European regulations governing distance sales, you have the right to return purchased items within fourteen (14) calendar days from the date of receipt, without providing any reason.

  • Return Requirements:

  • The product must be in its original condition as received: unused, unworn, undamaged, with all original tags attached, and in its complete original packaging (including protective pouches/materials).
  • Proof of purchase (retail receipt or sales invoice) is strictly required.

Shipping Expenses & Responsibility:

For returns due to a change of mind, all return shipping costs are borne exclusively by the customer.

  • Packaging Safety & Transit Damage: The customer bears full responsibility for proper and secure packaging when returning an item. Because ceramics are fragile, items must be repacked with the same protective care as received (e.g., adequate bubble wrap, heavy-duty outer carton). If an item is returned damaged or broken due to insufficient packaging, the refund will NOT be approved, the item will be deemed damaged under the sender's liability, and photographic evidence will be provided to the customer.

2. EXCEPTIONS TO THE RIGHT OF RETURN (NON-RETURNABLE ITEMS)

In accordance with applicable legislation (Article 3ib of Greek Law 2251/1994), returns are NOT accepted for the following categories:

  • Earrings & Ear Jewelry: For hygiene and public health reasons, earrings cannot be returned or exchanged once delivered.
  • Custom / Personalized Orders: Items crafted to order or tailored to specific customer specifications.
  • Gift Cards & On-Sale / Promotional Items.

3. TRANSIT DAMAGE & DEFECTIVE ITEMS (24-HOUR REPORTING)

Ceramic items are fragile and packed with maximum protection. However, if you receive a product that is damaged, broken, or incorrect, the following strict procedure applies:

  • Time Limit: You must notify us within twenty-four (24) hours of parcel delivery by the courier company.
  • Procedure: Email us immediately at at the address listed in the footer or contact us via our contact form with the subject line "Transit Damage - Order Number [Your Order Number]".
  • Required Evidence: The email must include clear photos showing:
  1. The damaged/broken item.
  2. The exterior packaging box/parcel from all sides, showing its condition and the courier shipping label.

Note: Claims regarding transit damage submitted after 24 hours or without the required photographic documentation cannot be accepted, as they are not covered by the courier insurance.

For approved transit damage or manufacturing defects, Enargilo Ceramics will replace the item or issue a full refund (including original shipping fees) at no additional charge to you.

4. RETURN PROCESS & EXCHANGES

To initiate a return:

  1. Contact us at via our contact form or email us at the address listed in the footer, stating your order number and the reason for the return.

  2. Once approved, you will receive instructions for dispatch to our Returns Address:

    Returns Address: 80 Pytheou Str., Neos Kosmos, Athens, P.C. 117 43, Greece

  3. Items returned without prior notice and authorization will not be accepted.

Exchanges: The fastest way to replace an item is to return the product you have (subject to policy conditions) and, once approved, make a separate purchase for the new item.

5. REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and credit will automatically be applied to your original method of payment within 10 business days. Please note that financial institutions may require additional processing time before the funds reflect in your account. If more than 15 business days have passed since your refund approval, please contact us via our contact form or email us at the address listed in the footer..