Politique de remboursement

RETURN AND REFUND POLICY

Last updated: August 10, 2026

RIGHT OF WITHDRAWAL

If you are a consumer purchasing through www.thetephra.com, you have the right to withdraw from your purchase without giving any reason within fourteen (14) calendar days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

If an order contains multiple goods delivered separately, the withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the last item.

To exercise your right of withdrawal, you must inform TEPHRA of your decision before the fourteen-day withdrawal period expires.

You may contact us at crystalshowroom@gmail.com, by telephone at +30 211 001 4400, or through the contact form available at www.thetephra.com.

After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than fourteen (14) calendar days from the date on which you communicated your decision to withdraw.

RETURN CONDITIONS

You may inspect and try an item only to the extent reasonably necessary to establish its nature, characteristics, fit and functioning, in a manner comparable to what would reasonably be permitted in a physical store.

Returned goods should be kept in their original condition and, where applicable, returned with all original tags, labels, hygiene seals, protective materials, accessories and original packaging.

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Where legally applicable, TEPHRA may reduce the amount refunded to reflect a demonstrable diminished value resulting from unnecessary or excessive handling.

Signs of handling or use that may result in diminished value include, without limitation, wear, washing, alteration, stains, make-up, deodorant, perfume or other odours, soiling, damage or deterioration.

Removal or damage of original tags, labels, protective elements, accessories or packaging may also be taken into account where this has resulted in a demonstrable reduction in the value of the goods.

Nothing in this section limits any mandatory consumer rights.

HOW TO INITIATE A RETURN

To initiate a return, please contact TEPHRA before sending the goods:

Email: crystalshowroom@gmail.com
Telephone: +30 211 001 4400
Contact form: www.thetephra.com

After contacting us, you will receive the relevant return instructions.

Returns should be sent to:

TEPHRA E.E.
Voukourestiou 41
Kolonaki
10673 Athens
Greece

Unless expressly agreed otherwise by TEPHRA, customers are responsible for arranging the return shipment.

We strongly recommend using a tracked and adequately insured shipping service and retaining proof of shipment until the return and refund process has been completed.

RETURN SHIPPING COSTS

When exercising the statutory right of withdrawal, including returns resulting from a change of mind or preference concerning size, colour, style or another personal choice, the customer bears the direct cost of returning the goods to TEPHRA.

TEPHRA does not provide or reimburse return shipping costs for such returns.

If the customer chooses to use a return shipping service arranged by TEPHRA, where such a service is offered, the applicable direct return shipping cost may be charged to the customer or deducted from the refund, provided that the customer has been informed of that cost and such deduction is permitted by applicable law.

These provisions do not apply where goods are defective, incorrect or otherwise do not conform to the sales contract and applicable law requires TEPHRA to bear the relevant costs.

REFUND OF AN ENTIRE ORDER

If you validly exercise your statutory right of withdrawal and return your entire order, TEPHRA will reimburse all payments received from you for the returned goods, including the original delivery charge up to the cost of the least expensive standard delivery method offered by TEPHRA for the order.

If you selected a delivery method that was more expensive than the least expensive standard delivery method offered by TEPHRA, the additional delivery cost will not be reimbursed.

The direct cost of returning the goods to TEPHRA remains the responsibility of the customer in a standard withdrawal.

PARTIAL RETURNS

If you validly return only part of an order, TEPHRA will refund the purchase price of the goods returned.

The original delivery charge will not be refunded where the same delivery charge would have been payable for the goods retained by the customer.

Where applicable law requires reimbursement of any part of the original delivery charge in the circumstances of a particular partial return, TEPHRA will comply with that requirement.

REFUND PROCESSING

Following a valid withdrawal, TEPHRA will reimburse the amounts due without undue delay and no later than fourteen (14) days from the date on which we are informed of your decision to withdraw.

TEPHRA may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

Refunds will be made using the same means of payment used for the original transaction unless you have expressly agreed otherwise and provided that you do not incur fees as a result of the alternative method.

Once TEPHRA has issued the refund, additional processing time may be required by your bank, card issuer or payment provider before the amount appears in your account.

EXCHANGES

TEPHRA does not offer direct exchanges for online purchases.

If you wish to receive a different size, colour, style or product, you should place a new order and return the original item in accordance with this Return and Refund Policy.

The customer is responsible for the direct cost of returning the original item and for any delivery charge applicable to the new order.

This does not apply where the original item is defective, incorrect or otherwise non-conforming and applicable law provides otherwise.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The statutory right of withdrawal does not apply where an exception provided by applicable consumer law applies.

Goods made to the consumer's specifications or clearly personalised, including individually customised or monogrammed products, cannot be returned under the statutory right of withdrawal.

Sealed goods that are not suitable for return for reasons of health protection or hygiene cannot be returned once they have been unsealed after delivery.

Where underwear, lingerie, swimwear or similar hygiene-sensitive goods are supplied with a hygiene seal, protective sticker or equivalent protective element, the statutory hygiene exception may apply once that seal or protective element has been removed, broken or otherwise compromised after delivery.

These exclusions do not affect statutory rights where goods are defective or otherwise do not conform to the sales contract.

SALE AND PROMOTIONAL ITEMS

Products purchased at a reduced, promotional or sale price remain subject to the statutory right of withdrawal where that right applies.

Sale or promotional status alone does not make a product non-returnable.

The same return conditions and statutory exceptions described in this Policy apply to sale and promotional products.

DEFECTIVE, DAMAGED, INCORRECT OR NON-CONFORMING GOODS

Please inspect your order after delivery.

If you receive an item that is defective, damaged, incorrect or otherwise does not conform to your order or the sales contract, please contact TEPHRA as soon as reasonably possible.

Please provide your order number, a description of the issue and, where reasonably possible, photographs showing the problem.

Contact:

Email: crystalshowroom@gmail.com
Telephone: +30 211 001 4400
Contact form: www.thetephra.com

Where a lack of conformity is established, TEPHRA will provide the remedies required under applicable Greek and European Union consumer law.

Depending on the circumstances and applicable statutory requirements, the available remedies may include repair or replacement and, where the relevant legal conditions are satisfied, a proportionate reduction in price or termination of the sales contract and reimbursement.

Where applicable law requires a remedy to be provided free of charge, TEPHRA will bear the necessary costs, including applicable shipping or return costs.

LEGAL GUARANTEE OF CONFORMITY

Goods sold by TEPHRA to consumers are covered by the statutory legal guarantee of conformity provided under applicable Greek and European Union consumer law.

Where goods do not conform to the sales contract, consumers are entitled to the remedies provided by applicable law, subject to the relevant statutory conditions.

These statutory rights are separate from the fourteen-day right of withdrawal and are not restricted by this Return and Refund Policy.

CANCELLATION BEFORE DISPATCH

If you request cancellation of an order before it has been dispatched, TEPHRA will make reasonable efforts to cancel the order.

Where cancellation remains operationally possible and the order is cancelled before dispatch, all amounts paid to TEPHRA for the cancelled order will be refunded using the original payment method.

If the order has already been dispatched, the statutory withdrawal and return procedure described in this Policy will apply.

IN-STORE RETURN OF ONLINE ORDERS

Eligible online purchases may also be presented for return at:

TEPHRA
Voukourestiou 41
Kolonaki
10673 Athens
Greece

Acceptance and processing of an online return at the store remains subject to the conditions of this Return and Refund Policy and applicable law.

PURCHASES MADE IN A PHYSICAL TEPHRA STORE

Purchases concluded and paid for entirely in a physical TEPHRA store are not subject to the statutory fourteen-day right of withdrawal applicable to distance contracts.

Any voluntary return or exchange policy offered by TEPHRA for purchases made in a physical store is governed by the conditions communicated for those purchases.

This does not affect statutory rights concerning defective or non-conforming goods.

STATUTORY RIGHTS

Nothing in this Return and Refund Policy excludes, restricts or waives any consumer right that cannot lawfully be excluded or restricted under applicable Greek or European Union law.

Where any provision of this Policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will prevail.

CONTACT

For questions concerning withdrawals, returns, refunds or defective products, please contact:

TEPHRA E.E.
Voukourestiou 41
Kolonaki
10673 Athens
Greece

VAT Number (Α.Φ.Μ.): 802648778
General Commercial Registry (G.E.MI.) Number: 180204703000

Telephone: +30 211 001 4400
Email: crystalshowroom@gmail.com
Website: www.thetephra.com