Returns, Refunds &
Legal Guarantee
At ECIG Hellas, we are committed to providing quality products and reliable customer service. We want every purchase to meet your expectations and aim to make the returns and refunds process as straightforward as possible.
This policy explains your rights regarding product returns, exchanges, refunds and defective products, in accordance with applicable Greek and European Union consumer protection legislation.
1. Right of Withdrawal - 14 Days
Customers purchasing products online for personal use generally have the right to withdraw from their purchase within 14 calendar days of receiving their order, without providing a reason.
This right applies to eligible products purchased through our online store and is subject to the exceptions outlined below.
How to Request a Return
To exercise your right of withdrawal, you must notify ECIG Hellas of your decision before the 14-day withdrawal period expires.
You can submit your request by email or by sending us the withdrawal form at the end of this page (or any other clear statement of your decision).
Email: info@ecig.gr
Subject: Return Request - Order Number
Please include your full name, order number and the products you wish to return.
You are not required to explain why you have changed your mind.
Once you have notified us of your withdrawal, you must send the products back within 14 calendar days of submitting your notification.
The withdrawal period begins on the day after you receive the goods. Where an order is delivered in separate shipments, the period generally begins after receipt of the final item.
2. Conditions for Returning Products
When returning products under the 14-day right of withdrawal, we ask that items are handled carefully and returned with their original packaging, accessories and accompanying documentation wherever possible.
Please ensure that:
- Products are securely packaged to prevent damage during transportation.
- All accessories, components and manuals are included where available.
- Products have not been damaged through improper handling or misuse.
- Product identification labels and serial numbers remain intact where possible.
Customers may inspect products to establish their nature, characteristics and functionality, in the same way that they reasonably could in a physical store.
If products have been handled beyond what is necessary for this purpose, ECIG Hellas may deduct an amount corresponding to any resulting reduction in value, in accordance with applicable legislation.
The absence of original packaging does not automatically invalidate statutory withdrawal rights.
3. Products Excluded from Change-of-Mind Returns
Certain products may be excluded from the statutory right of withdrawal for health protection or hygiene reasons.
This exception applies to products supplied with a protective hygiene seal that are genuinely unsuitable for return once that seal has been removed after delivery.
Depending on their characteristics and packaging, affected products may include:
- Sealed e-liquids and nicotine liquids.
- Sealed mouthpieces and drip tips.
- Sealed prefilled pods and other mouth-contact components.
- Other sealed products that cannot appropriately be returned for genuine health protection or hygiene reasons after unsealing.
The exception applies only where the relevant legal conditions are satisfied. Opening ordinary external packaging does not, by itself, remove a customer's withdrawal rights.
Important: These restrictions apply only to change-of-mind returns. They do not affect statutory rights relating to defective, damaged or nonconforming products.
4. Two-Year Legal Guarantee
In accordance with Greek and European Union consumer protection legislation, products purchased by consumers from ECIG Hellas are covered by a minimum two-year statutory legal guarantee against defects and lack of conformity existing at the time of delivery.
This legal guarantee is separate from the 14-day right of withdrawal.
A product may be considered nonconforming if it is defective, does not function as reasonably expected, does not match its description or lacks the characteristics agreed upon at the time of purchase.
ECIG Hellas, as the seller, is responsible for addressing eligible claims under the statutory legal guarantee.
During the First 12 Months
If a defect or lack of conformity becomes apparent during the first 12 months following delivery, it is legally presumed to have existed at the time of delivery, unless the seller proves otherwise or the presumption is incompatible with the nature of the product or defect.
Customers may report the problem to ECIG Hellas, and we may examine the product to establish the nature and cause of the issue.
From 12 to 24 Months
Customers continue to benefit from their statutory legal guarantee during the second year following delivery.
However, after the first 12 months, the customer generally bears the burden of demonstrating that the defect or lack of conformity existed at the time of delivery.
The fact that a problem appears during the second year does not automatically exclude the product from statutory protection.
Extended Protection When Repair Is Chosen
Under Greek legislation applicable to qualifying consumer sales contracts concluded on or after 31 July 2026, when repair is chosen as the remedy for a lack of conformity, the limitation period for the buyer's applicable rights concerning movable goods is extended to three years.
Customers will be informed of their applicable repair and replacement options and the relevant legal protection before a statutory remedy is carried out.
5. Remedies for Defective Products
If a product is defective or does not conform to the sales contract, customers are entitled to the remedies available under applicable consumer protection legislation.
These may include:
Repair: The defective product is repaired to restore its proper functionality.
Replacement: The product is replaced with a conforming product, where appropriate.
Price Reduction: The customer receives a proportionate reduction in the purchase price when the applicable legal conditions are met.
Refund: The customer may be entitled to terminate the purchase contract and receive a refund when the conditions provided by law are satisfied.
Customers generally have the right to choose between repair and replacement, unless the selected remedy is impossible or would impose disproportionate costs compared with the alternative.
Repairs and replacements covered by the statutory legal guarantee are provided without charge and within a reasonable time, without significant inconvenience to the customer.
A price reduction or termination of the contract may be appropriate where repair or replacement is unavailable, unsuccessful, refused or otherwise inadequate under the law.
A sufficiently serious defect, or a qualifying lack of conformity appearing within 30 days of delivery and reported without undue delay, may also justify more immediate remedies under Greek law.
6. Products Not Covered by Defect Claims
The statutory legal guarantee protects customers against defects and lack of conformity. It does not constitute a promise that every product or component will remain functional for two years regardless of its nature and use.
Problems arising solely from the following circumstances are generally not considered defects for which ECIG Hellas is responsible:
- Accidental damage, including damage caused by dropping or crushing a product.
- Improper use or failure to follow the manufacturer's operating instructions.
- Unauthorized modifications or repairs that cause the reported problem.
- Damage caused by using incompatible accessories, chargers or components.
- Normal wear and tear consistent with the nature and expected use of the product.
Consumable Products
Certain vaping products, including replacement coils, cotton, wicks and other consumable components, are designed to be replaced periodically.
Their normal consumption or deterioration through ordinary use does not automatically constitute a manufacturing defect.
However, consumable products are not automatically excluded from statutory protection. If a consumable product is defective or does not conform to the contract at delivery, the customer retains the applicable legal rights.
Each claim is assessed according to the product's characteristics, expected use and circumstances.
7. Reporting a Defective, Damaged or Incorrect Product
If you receive a defective, damaged or incorrect product, please contact our customer service team.
Email: info@ecig.gr
Subject: Defective Product / Incorrect Item - Order Number
To help us process your request, please provide:
- Your order number or other proof of purchase.
- The product name and model.
- A description of the problem.
- The product serial number, where applicable.
- Photographs or a short video of the issue, if available and relevant.
Our team will review the information and provide instructions regarding any necessary product inspection or return.
If you receive an incorrect product or your order arrives damaged, we recommend contacting us as soon as possible so that the issue can be resolved promptly.
This recommendation does not reduce your statutory consumer rights.
8. Product Inspection & Processing
Where necessary, returned products may be examined or tested to determine the cause of the reported issue.
We aim to complete initial product assessments within approximately 3-4 business days of receiving the product.
Some cases may require additional time, particularly when technical inspection or assistance from a manufacturer or authorized service provider is necessary.
Any eligible repair, replacement or other statutory remedy will be completed within the time and conditions required by applicable legislation.
Customers will be informed of the outcome and any necessary next steps.
An initial inspection does not replace or restrict the customer's statutory rights, including the applicable rules concerning the burden of proof.
9. Return Shipping Costs
Change-of-Mind Returns
For returns made under the 14-day statutory right of withdrawal, the customer is responsible for the direct cost of returning the products to ECIG Hellas, provided the customer has been informed of this obligation before purchase.
Customers may use a recognized postal or courier service and are advised to choose a tracked shipping option.
Defective, Damaged or Incorrect Products
If a product is defective, does not conform to the contract or has been supplied incorrectly, ECIG Hellas will cover the necessary return shipping and replacement delivery costs associated with the applicable statutory remedy.
Please contact our customer service team before arranging shipment so that we can provide the appropriate instructions.
Customers will not be charged for shipping costs that must be borne by ECIG Hellas under applicable consumer protection law.
10. Refunds
Refunds Under the 14-Day Right of Withdrawal
Where a customer validly exercises the statutory right of withdrawal, ECIG Hellas will reimburse the applicable payments within 14 calendar days of receiving the withdrawal notification.
Where permitted by law, we may withhold reimbursement until the returned products have been received or the customer provides evidence that they have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless the customer expressly agrees to another method without incurring additional charges. If you paid cash on delivery, we will refund you by bank transfer to an account you give us.
For eligible withdrawals, the refund includes the product price and the applicable standard initial delivery costs. Additional charges resulting from a delivery option more expensive than our least expensive standard delivery method are not refundable.
Where only part of an order is returned, any applicable refund of delivery costs will be determined according to the circumstances and applicable law.
Refunds for Defective Products
Where a customer is legally entitled to terminate a purchase because of a defect or lack of conformity, ECIG Hellas will issue the appropriate refund in accordance with applicable legislation.
Store Credit
Customers may choose to receive store credit for a future purchase where this option is offered.
Store credit is voluntary and will not replace a customer's statutory right to a monetary refund without their agreement.
11. How to Return a Product
For assistance with returning a product, please contact our customer service team with your order number and the reason for the return, unless you are exercising your statutory right of withdrawal, for which no reason is required.
We recommend following these steps:
1. Contact ECIG Hellas or submit your withdrawal notification using the available channels.
2. Securely package the products in a suitable shipping box.
3. Include the relevant accessories and documentation where available.
4. Include your order number and, if applicable, a description of the reported problem.
5. Use a recognized postal or courier service and retain your proof of shipment.
For statutory withdrawals, you do not need to obtain approval from ECIG Hellas before exercising your right. Your notification must simply be submitted within the applicable legal period.
The responsibility for products during return transportation is determined by the circumstances of the return and applicable law.
12. Returns Address
Unless otherwise instructed by our customer service team, products should be returned to:
ECIG HELLAS GP
128 Marathonos Avenue
15351 Pallini, Attica
Greece
Email: info@ecig.gr
Please contact us before shipping defective or incorrectly supplied products so that we can arrange the appropriate return procedure.
13. Wholesale & Business Orders
The statutory 14-day consumer right of withdrawal does not generally apply to purchases made by businesses for professional or commercial purposes.
Returns, exchanges, warranty claims and refunds involving wholesale or business-to-business transactions are governed by the applicable sales agreement and relevant legislation.
Wholesale customers should contact our team before arranging a return.
14. Contact & Customer Support
If you have questions about a product return, refund, exchange or statutory legal guarantee, our customer service team is available to assist.
Email: info@ecig.gr
Website: www.e-cig.gr
Please include your order number when contacting us so we can locate your purchase and assist you efficiently.
15. Statutory Consumer Rights
This policy is intended to explain the return procedures and consumer rights applicable to purchases from ECIG Hellas.
Nothing in this policy excludes, limits or overrides any mandatory consumer rights provided under Greek or European Union legislation.
Any additional commercial warranty offered by ECIG Hellas or a product manufacturer operates independently of the statutory legal guarantee.
Optional Withdrawal Form
You may use the following form to notify ECIG Hellas that you wish to withdraw from an eligible purchase. Using this form is optional. Any other clear statement of your decision to withdraw is also acceptable.
To: ECIG HELLAS GP, 128 Marathonos Avenue, 15351 Pallini, Attica, Greece
Email: info@ecig.gr
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Order Number | |
Product(s) | |
Date Ordered | |
Date Received | |
Customer Name | |
Customer Address | |
Customer Email | |
Date of Withdrawal | |
Customer Signature (paper submissions only) |