Returns Policy

The products you buy from doukasculture.com are made to order and it is a service that is exempt from the right of withdrawal according to the General Secretariat of Consumer Affairs.

Product returns can be accepted ONLY in cases where the product you have received is wrong, defective or has different characteristics from those you have requested during the ordering process. In this case and within 14 days from the day the Customer received the specific order, the items must be returned in perfect condition in their packaging and accompanied by the purchase document. The cost of transport for the return of an order is borne entirely by DUKAS S.A. since it is a defective product. Returns are registered by sending an email to info@doukasculture.com

In case of defective or incorrect products, our online store must be notified within 5 working days by e-mail at info@doukasculture.com with the name and order code, as well as at least one photo of the defective product.

We will then inform you by phone or email about the process of returning and replacing the product with the correct one, at our own cost of returning the error and sending the correct one.

Necessary conditions for the return of products:

• You must have contacted us via email at info@doukasculture.com about the wrong or defective product along with at least one picture where the damage/damage/difference can be proven.
• The product must be accompanied by its original packaging and all its contents.
• Any labels or brand markings etc. that the products may have on them must not have been removed.
• Returned products must include all the necessary legal documents, receipt, delivery note, invoice, etc.
• In order to return the product at our expense, you must send it to our company through our partner courier company.
• The products are your responsibility until they reach us, so please make sure they are packaged correctly and cannot be damaged in transit. We recommend that you keep a proof of postage. Returns can only be made to our address: 34 Philippou Street, Perea, 57019 Thessaloniki, Greece.

What happens if I receive a damaged product?

If you receive a damaged product, follow the procedure below:

• Do not take delivery of the product. Return the parcel to the courier employee immediately and contact us at tel. +30 699 787 2134 and report the disaster.
• In case this is not possible you must notify us within 24 hours to ensure the safety – replacement of your product. We in turn will contact the partner courier company to replace the product. For faster service – replacement it would be advisable to send us at least one photo at info@doukasculture.com where the damage can be proven directly.

We clarify that:

The colours of the products may differ from what you see on your screen. This is due to the settings of the individual monitor. That’s why the different color shade is not considered a mistake by doukasculture.com