Return conditions
In general, if the original product packaging remains closed/sealed, customers are allowed to refuse delivery for any reason. This may include change of mind, lack of money, lack of availability for delivery, damaged packaging etc. The Vendor is obligated to accept return of Goods, in original packaging, o the following cases:
Faulty Goods:
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- Defined as either manufacturing defects (mechanical or software related), “Dead on Arrival” (i.e. not working from the onset), damaged or missing parts
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- As reported by the Customers within 7 days from delivery. In such cases, customers are entitled to replacement or refund at seller’s expense, which will be facilitated by Chania Mall on the Vendor’s behalf. This will either be by replacing the product from Chania Mall First stock, or placing a new order for Drop Shipping products. If Chania Mall quality control process is disputed by the vendor, and proves to have been inaccurate (i.e the product is not Faulty), Chania Mall will bear the cost & reimburse the Vendor
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- As reported by the Customers after 7 days from delivery and handed over to the Service point, which have not been repaired by the Service point within 10 days, provided the product is under Warranty
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- Is the wrong product
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- is different than described on the website
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- Does not fit the customer’s size (applicable to fashion)
There are various types of returns & deliveries
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- Unopened returns – For items in whose categories Chania Mall offers a return policy and for items with visible damages
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- Opened returns – for manufacturing defects, incorrect product and for categories where Chania Mall offers an opened returns policy
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- Failed deliveries – these are cases where our delivery associates are not able to meet the customer, the customer does not pick up his ordered item or otherwise the product’s original packaging remains closed/sealed. The transaction was not completed.
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- Rejections – these are cases where our delivery associates meet the customer or the customer picks up his ordered item, but rejects it on the spot, in the presence of our delivery staff. In such cases the product has been examined by the customer, where applicable the seal has not been broken, nor has the product been used and therefore the transaction was not completed.
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- Returns – these are cases where the delivery and transaction are completed successfully but the customer requests a return within 7 days from the delivery date. For Customer Convenience, TWO THIRTY SEVEN SERVICES and the Vendor commit to accepting the product returned by the Customer if:
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- The Customer asked to have his or her product returned to the Vendor within 7 days after the delivery date and through the Customer Service of TWO THIRTY SEVEN SERVICES or by filling TWO THIRTY SEVEN dedicated online return form
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- The product sent back is still in its original packaging
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- The product has not been used and is in good condition, unless reported defective or damaged
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- There is no part of the product missing, unless reported to have missing parts
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- For items with seals, the security seal has not been broken, unless defective or damaged or missing parts or wrong item
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- The customer has conserved and sent back the invoice of the product and the free packaging complete with free gifts and accessories
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- Returns – these are cases where the delivery and transaction are completed successfully but the customer requests a return within 7 days from the delivery date. For Customer Convenience, TWO THIRTY SEVEN SERVICES and the Vendor commit to accepting the product returned by the Customer if:
The Vendor is required to provide warranty and Service point information to TWO THIRTY SEVEN SERVICES for the entire period of the warranty to be shared with the customer. In cases of Service point default, the vendor will be required to mediate a product replacement with the Service point for the benefit of the customer, without TWO THIRTY SEVEN express involvement and within 10 days from the date when the customer brought the faulty product to the service point. If an item is rendered unsellable during the delivery process, while the Vendor fully complied with packaging Guidelines at the point of shipping, TWO THIRTY SEVEN SERVICES will bear the cost of return of the item and will pay the value of the item as if it were sold to a final customer.
Returns process and split of responsibility
In case of products returned or rejected, a Quality Control check is done in the warehouse of TWO THIRTY SEVEN SERVICES in order to determine who is responsible for the return of the product.
TWO THIRTY SEVEN SERVICES returns the product, to the Vendor. If the Vendor has already been paid for the sale of the product, he or she has to reimburse Chania Mall minus the amount of the commission deducted by Chania Mall when the item was sold. TWO THIRTY SEVEN will deduct the amount relative to the returned item from the next payout due to the Vendor. If no payouts are due or the Vendor decides for whichever reason to recede from this contract, he will still have to reimburse TWO THIRTY SEVEN for the amount of the item minus the commission.
If TWO THIRTY SEVEN SERVICES is responsible for the default of the product, TWO THIRTY SEVEN SERVICES will reimburse the Customer or will replace the product less commission
If the quality control shows that the Customer is responsible for the default of the product, the product is sent back to the Customer and there is no reimbursement. If the Vendor or manufacturer is responsible for the default, the product is sent back to the Vendor. The Vendor has to reimburse TWO THIRTY SEVEN SERVICES if he has already been paid for the sale of the product less commission.
