Shipping & Returns
Last updated: 8/3/2026
This Shipping & Returns Policy applies to purchases made through oilmania.gr (the “Website”), operated by:
Business / Legal Name: [[[FULL LEGAL BUSINESS NAME]]]
Registered Address: [[[FULL BUSINESS ADDRESS]]]
Country: Greece
Email: [[[CUSTOMER SERVICE EMAIL]]]
Telephone: [[[BUSINESS PHONE NUMBER]]]
This Policy forms part of our Terms & Conditions and should be read together with them.
1. Shipping Destinations
We currently deliver orders to:
[[[SHIPPING DESTINATIONS – e.g. Greece / Greece and Cyprus / Greece and selected EU countries]]]
If your delivery address is outside the areas currently served by our online store, please contact us at [[[CUSTOMER SERVICE EMAIL]]] before placing an order.
We reserve the right to modify the countries, regions or postal areas to which we deliver.
2. Shipping Methods
Orders are delivered using:
[[[COURIER / SHIPPING COMPANY OR COMPANIES – e.g. ACS Courier, ELTA Courier, Box Now, etc.]]]
Available delivery methods will be displayed during checkout where applicable.
Depending on the delivery destination, different shipping methods may be available.
3. Shipping Costs
Shipping costs are calculated based on the delivery destination, order characteristics and selected shipping method.
The applicable shipping cost will be clearly displayed during checkout before the customer completes the order.
Current shipping rates are:
[[[OPTIONAL – INSERT SHIPPING RATES HERE, e.g.:
Mainland Greece: €[[[X]]]
Greek islands: €[[[X]]]
Free shipping on orders over €[[[X]]]
OR DELETE THIS LIST IF SHIPPING IS CALCULATED DYNAMICALLY AT CHECKOUT]]]
Any additional delivery option selected by the customer, such as express delivery where available, may result in an additional charge.
The total cost of the order, including applicable shipping charges, will be displayed before the order is submitted.
4. Order Processing
Orders are normally processed within:
[[[ORDER PROCESSING TIME – e.g. 1–2 BUSINESS DAYS]]]
Orders placed during weekends, public holidays or outside normal business hours may begin processing on the next business day.
During periods of unusually high demand, holidays or other exceptional circumstances, processing may take longer.
If a significant delay affects your order, we will make reasonable efforts to inform you using the contact details supplied during checkout.
5. Estimated Delivery Times
Estimated delivery times after dispatch are:
[[[INSERT ESTIMATED DELIVERY TIMES, for example:
Mainland Greece: 1–3 business days
Greek islands and remote areas: 2–5 business days
Cyprus: [[[X]]] business days
Other EU destinations: [[[X]]] business days]]]
These timeframes are estimates unless a particular delivery date has been expressly agreed.
Delivery times may be affected by factors outside our reasonable control, including courier delays, adverse weather conditions, strikes, transportation disruptions, public holidays, unusually high order volumes or incorrect delivery information.
Unless a different delivery period has been expressly agreed, goods will be delivered without undue delay and within the maximum period required by applicable consumer law.
6. Delivery Information
Customers are responsible for providing complete and accurate delivery information when placing an order.
Please check your:
- recipient name;
- street address;
- building or apartment details where applicable;
- postal code;
- city or area;
- telephone number; and
- any necessary delivery instructions
before submitting your order.
We are not responsible for delays resulting solely from incorrect or incomplete information supplied by the customer.
If an order is returned to us because the delivery information supplied was incorrect or because delivery could not be completed, we will contact the customer to arrange an appropriate solution.
Reasonable additional delivery costs may apply where a new delivery is requested due to circumstances attributable to the customer, where permitted by applicable law.
7. Tracking Your Order
Where tracking is provided by the selected courier, tracking information will normally be sent to the email address and/or telephone number provided with the order.
Please note that tracking information may take some time to become active after the order has been dispatched.
8. Delayed or Missing Deliveries
If your order has not arrived within the estimated delivery period, please first check any tracking information provided by the courier.
You may also contact us at:
Email: [[[CUSTOMER SERVICE EMAIL]]]
Telephone: [[[BUSINESS PHONE NUMBER]]]
Please include your order number so that we can investigate the delivery.
Under applicable consumer law, unless another delivery period has been agreed, goods must generally be delivered without undue delay and no later than 30 days after conclusion of the contract.
If we fail to deliver within the agreed or legally applicable period, the consumer may request delivery within an additional reasonable period where required by law.
If delivery is still not completed within that additional period, the consumer may be entitled to terminate the contract and receive a refund.
Where delivery by a particular date was expressly agreed as essential, or where we refuse to deliver, the consumer may have the right to terminate the contract without providing an additional delivery period.
Nothing in this section limits the consumer’s mandatory rights under applicable law.
9. Risk During Delivery
Where we arrange delivery using a courier or carrier selected by us, responsibility for the goods remains with us until the goods are delivered to the customer or to a person designated by the customer to receive them.
If the customer independently appoints a carrier that was not offered by us, responsibility may transfer in accordance with applicable law when the goods are handed to that carrier.
10. Damaged Parcels or Products
Please inspect your parcel and products after delivery.
If your order arrives damaged, broken, leaking or otherwise visibly affected during transportation, please contact us as soon as reasonably possible at:
Email: [[[CUSTOMER SERVICE EMAIL]]]
Telephone: [[[BUSINESS PHONE NUMBER]]]
Please provide:
- your order number;
- a description of the problem; and
- photographs of the parcel, packaging and affected product where reasonably possible.
Photographs help us assess the problem and make any necessary claim with the courier.
Where goods have been damaged during transportation arranged by us, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund depending on the circumstances.
Failure to photograph or immediately report a damaged parcel does not remove any statutory rights that the customer may have.
11. Incorrect or Missing Products
If you receive:
- a product different from the one ordered;
- an incorrect quantity; or
- an order with a product missing,
please contact us at [[[CUSTOMER SERVICE EMAIL]]] as soon as reasonably possible.
Please include your order number and details of the affected product.
Where an error has been made in fulfilling your order, we will arrange an appropriate correction without additional cost to you.
12. Your 14-Day Right of Withdrawal
If you are a consumer purchasing goods online, you generally have the right to withdraw from the purchase contract without giving a reason within 14 calendar days, subject to the exceptions provided by applicable law.
For goods, the withdrawal period normally expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receives the goods.
Where a single order contains multiple goods delivered separately, the withdrawal period is calculated in accordance with applicable consumer law.
You do not need to provide a reason for exercising your statutory right of withdrawal.
13. How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, you must inform us of your decision before the withdrawal period expires.
You may do this using our online withdrawal function:
You may also contact us by:
You may use the Model Withdrawal Form included at the end of this Policy, although use of that specific form is not mandatory.
Your communication must clearly state your decision to withdraw from the contract.
Where you use the Website’s online withdrawal function, you will receive an electronic acknowledgement confirming receipt of your withdrawal request.
14. Returning Products After Withdrawal
After informing us that you are exercising your right of withdrawal, you must return the relevant goods without undue delay and within the period required by applicable law.
Unless otherwise agreed, returned products should be sent to:
Returns Address:
[[[FULL RETURNS ADDRESS]]]
[[[POSTAL CODE, CITY]]]
Greece
Please include sufficient information to allow us to identify the order, such as:
- your name;
- order number; and
- contact details.
Please package returned products appropriately to reduce the risk of damage during transportation.
15. Condition of Returned Products
The statutory right of withdrawal allows consumers to inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similarly to the way they could inspect them in a physical shop.
The customer may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary for that purpose.
For food products, opening, using, consuming or otherwise materially altering a product may affect whether it can be returned and/or the value of the returned product.
This does not remove any statutory right of withdrawal unless a specific legal exception applies.
16. Food Products and Exceptions to the Right of Withdrawal
Certain contracts are excluded from the statutory right of withdrawal under applicable consumer law.
Depending on the particular product and circumstances, exceptions may include:
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are genuinely unsuitable for return for reasons of health protection or hygiene after the seal has been removed;
- products made to the customer’s specifications or clearly personalised; and
- other goods or contracts expressly excluded by applicable law.
Because the products sold through our Website include food products, some products may potentially fall within a statutory exception.
However, we do not automatically treat every food product as excluded from the right of withdrawal.
Whether an exception applies will depend on the nature of the particular product, its packaging, whether any relevant seal has been removed, its condition and the applicable legal requirements.
Where no statutory exception applies, the consumer’s right of withdrawal remains unaffected.
Nothing in this Policy is intended to remove or restrict a statutory right to which a consumer is legally entitled.
17. Opened Products
Where a product has been opened, the availability and consequences of a return will depend on the circumstances and applicable law.
For example, if a legally relevant protective or hygiene seal has been removed from a product that is genuinely unsuitable for return for health-protection or hygiene reasons, a statutory exception to the right of withdrawal may apply.
Where no such exception applies but the product has been handled beyond what was necessary to inspect it, we may be entitled to account for any resulting reduction in its value in accordance with applicable law.
This section does not apply to products that are defective, damaged, incorrectly supplied or otherwise non-conforming. Statutory rights relating to such products remain unaffected.
18. Return Shipping Costs for Change-of-Mind Returns
Where you exercise the statutory right of withdrawal because you have changed your mind, the direct cost of returning the goods is normally your responsibility, unless:
- we have expressly agreed to pay the return cost; or
- applicable law requires us to bear that cost.
We recommend using a suitable delivery service that provides evidence of dispatch and appropriate protection for the returned products.
[[[OPTIONAL: IF THE BUSINESS INTENDS TO OFFER FREE RETURNS, REPLACE THE ABOVE WITH THE BUSINESS’S ACTUAL FREE-RETURN PROCEDURE]]]
19. Return Shipping Costs for Damaged, Defective or Incorrect Products
If a product is defective, damaged during delivery arranged by us, incorrectly supplied or otherwise does not conform to the contract, reasonable return costs will not be charged to the customer where the seller is legally responsible.
Please contact us before returning such goods so that we can provide appropriate return instructions.
Email: [[[CUSTOMER SERVICE EMAIL]]]
20. Refunds Following Withdrawal
Where you validly exercise your statutory right of withdrawal, we will refund payments received from you as required by applicable law.
For a withdrawal covering the entire order, the refund will include the cost of the least expensive standard delivery method offered for that order, where required by law.
If you originally selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw, subject to the rights described below concerning the return of the goods.
We may withhold reimbursement until:
- we have received the returned goods; or
- you provide evidence that the goods have been sent back,
whichever occurs first, where permitted by applicable law.
21. Refund Method
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed with the customer.
You will not be charged a fee by us solely for receiving a statutory refund.
Please note that after a refund is issued, your bank, payment provider or card issuer may require additional processing time before the funds appear in your account.
Such processing periods are outside our direct control.
22. Defective or Non-Conforming Products
The statutory right of withdrawal for change-of-mind purchases is separate from your legal rights when a product is defective or does not conform to the sales contract.
If a product:
- is defective;
- differs materially from its description;
- is not of the quantity ordered;
- is damaged before reaching you; or
- otherwise fails to conform to the contract,
please contact us at [[[CUSTOMER SERVICE EMAIL]]].
Consumers are entitled to the remedies provided by applicable Greek and European Union consumer law.
Nothing in this Policy limits or replaces those statutory rights.
23. Products Damaged After Delivery
We are not responsible for damage caused after delivery by:
- improper storage;
- exposure to inappropriate temperatures or conditions;
- accidental damage;
- misuse;
- failure to follow storage instructions; or
- use of a product contrary to the instructions provided with it.
Olive oil and other food products should be stored according to the storage instructions provided on the product packaging or label.
This section does not affect responsibility for defects or non-conformity that existed when the goods were delivered.
24. Refused or Uncollected Deliveries
If a parcel is refused without exercising an applicable statutory right or is returned to us because the customer failed to collect it, we will contact the customer after the parcel is returned.
Any refund, redelivery or additional shipping charge will be handled according to the circumstances and applicable law.
Refusing delivery alone may not provide us with all the information required to process a statutory withdrawal. Customers wishing to exercise their right of withdrawal should also clearly communicate their decision to withdraw using one of the methods described in this Policy.
25. Exchanges
[[[CHOOSE ONE OF THE FOLLOWING OPTIONS AND DELETE THE OTHER:
OPTION A – NO DIRECT EXCHANGES:
We do not currently operate a direct product-exchange service.
If you wish to replace an eligible product with another product because you have changed your mind, you may exercise your applicable right of withdrawal and place a new order for the desired product.
This does not affect our obligations where a product is defective, damaged or incorrectly supplied.
OPTION B – EXCHANGES AVAILABLE:
We may offer exchanges for eligible unused products. Please contact us at [[[CUSTOMER SERVICE EMAIL]]] before returning a product for exchange.
Any exchange is subject to product availability and does not affect the customer’s statutory rights.]]]
26. Cancelling an Order Before Dispatch
If you wish to cancel an order shortly after placing it, please contact us as soon as possible at:
[[[CUSTOMER SERVICE EMAIL]]]
Where the order has not yet entered dispatch or shipment processing, we will make reasonable efforts to cancel it.
However, we cannot guarantee that an order can be stopped once fulfilment or dispatch has begun.
Where an order cannot be cancelled before dispatch, any applicable statutory right of withdrawal remains available in accordance with this Policy.
27. Online Withdrawal Function
Consumers who are entitled to exercise the statutory right of withdrawal may also use the online withdrawal function available at:
[[[WITHDRAWAL FUNCTION URL]]]
The function allows you to provide the information necessary to identify yourself and your order and to submit your decision to withdraw electronically.
After submission, you will receive confirmation of receipt using the electronic contact details provided.
The online withdrawal function is intended to provide an easy way of exercising the statutory right of withdrawal and does not prevent you from exercising that right through another legally valid method.
28. Questions About a Return
If you are uncertain whether a product is eligible for return, please contact us before sending it.
Email: [[[CUSTOMER SERVICE EMAIL]]]
Telephone: [[[BUSINESS PHONE NUMBER]]]
Please provide your order number and identify the product concerned.
We will provide appropriate instructions based on the circumstances and applicable consumer law.
29. Changes to This Policy
We may update this Shipping & Returns Policy from time to time to reflect changes to:
- our delivery methods;
- delivery destinations;
- courier arrangements;
- business practices; or
- applicable legal requirements.
The latest version will be published on this page together with the date of the most recent update.
Any statutory consumer rights applicable to an existing order remain unaffected.
30. Contact Information
For questions about shipping, returns, withdrawals, refunds or damaged orders, please contact:
[[[FULL LEGAL BUSINESS NAME]]]
[[[FULL BUSINESS ADDRESS]]]
Greece
Returns Address: [[[FULL RETURNS ADDRESS, IF DIFFERENT]]]
Email: [[[CUSTOMER SERVICE EMAIL]]]
Telephone: [[[BUSINESS PHONE NUMBER]]]
Website: [[[WEBSITE URL]]]