Receipt & Defective Products
Upon receiving your order, you must check that the products match your order and report any irregularities regarding defects, quantity, or size by phone (210-9802659) or by email at twill@tscommerce.eu.
These remarks must be made on the same day or, at the latest, by the end of the next working day following receipt of your order. Any request submitted after this deadline will not be accepted and releases Twill from any responsibility, meaning that you are deemed to have accepted the products as delivered, and no changes can be made.
If the above conditions are met and the products are found to be defective, you must return them via ACS within 5 days from the delivery date to the following address:
TScommerce S.A., Eleftheriou Venizelou 210A, Palaio Faliro, 17563 (ATTN: e-shop).
Shipping costs for defective products are covered by our company.
Returns of defective products are accepted only for products that are genuinely defective and remain in their original condition, with the original packaging and labels. Defective products are considered only those unsuitable for use, not products that slightly differ from the website photos due to expected variations in photography.
After Twill receives the products and confirms their defectiveness, we will contact you within 15 days so that you may state in writing (via email) whether you prefer a refund (if you have already paid) and the method of refund, or a replacement with identical products (if available) or with products of equal value.
Product Exchanges
For shipments within Greece, returns are made via ACS at our expense for the first exchange, with a product of equal or higher value.
The product must be returned in the perfect condition in which it was received, without removed labels, and accompanied by the retail receipt within 30 days.
Next, you must place a new order on the online store, selecting the product you wish to receive in exchange and noting in the comments that it is an exchange.
After submitting the new order, send the product you wish to exchange together with the completed product return form (found inside the parcel) and the number of the new order, via ACS, to:
TScommerce S.A., Eleftheriou Venizelou 210A, Palaio Faliro, 17563 (ATTN: e-shop).
Once we receive the product, the new order will be processed without shipping costs. Any price difference is paid to the courier upon delivery.
Refunds
If a refund is required, send the product you received (at our expense) via ACS to:
TScommerce S.A., Eleftheriou Venizelou 210A, Palaio Faliro, 17563 (ATTN: e-shop).
Once we receive the product along with all necessary documentation, the amount will be refunded to the bank account indicated on the return form within 10 working days from receipt.
Order Cancellation
You may cancel your order before the product is shipped, either by phone at 210-9802659 or by email at twill@tscommerce.eu.
In accordance with Directive 2013/11/EU and Joint Ministerial Decision 70330/2015, consumers have the option of resolving disputes electronically through Alternative Dispute Resolution (ADR) across the European Union. If you are a consumer and experience any issue with a purchase from our website, you may initiate the ADR process via the EU-wide platform:
https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en#oe-list-page-filters-anchor
Return Method – BoxNow
For any reason you wish to return all or part of your order, you must send the product in the condition in which you received it, without the original packaging having been tampered with and without any labels removed. You must also include the retail receipt along with the withdrawal statement.
If your order was collected via BoxNow and the service is available in your area, the return process is simple, fast, and cost-effective. After completing the above steps, click the corresponding button to request the return.