Refund policy

3. RETURNS & WITHDRAWAL POLICY (Refund Policy)

3.1 Right of withdrawal (14 days)

In accordance with Article 9 of Law 2251/1994 and EU Directive 2011/83, you have the right to withdraw from your order within 14 calendar days of receiving the product, without giving a reason.

3.2 How to withdraw

1. Notify us by email at info@yloma.gr with the subject ‘Withdrawal from order #XXXX’, stating your order number. Alternatively, you may use the withdrawal form (appendix below).
2. Return the product within 14 days of the date of notification to the following address:

MIND PROJECT ΜΟΝΟΠΡΟΣΩΠΗ ΙΚΕ
yloma.gr — Return #[order number]
VIPE 9A
Heraklion 71601
Crete, Greece

1. You will receive a refund within 14 days of our receipt of the product, using the same payment method.

3.3 Return conditions

The product must be returned:

• In its original packaging
• In perfect condition (with no signs of use and with the original labels)
• With all accompanying items (cushion, screws, manual, etc.)

3.4 Return costs

The customer is responsible for return costs, unless the product was delivered defective or incorrect.

3.5 Exceptions

Returns are not accepted for:

• Custom products engraved with a dog’s name (made specifically for you)
• Products damaged through misuse
• Products without their original packaging

3.6 Defective or incorrect products

If the product you received is defective, damaged or different from the one you ordered:

1. Contact us within 48 hours of receipt at info@yloma.gr with photographs of the damage
2. Free return — we arrange and pay for transport
3. Choose a replacement, repair or full refund

Covered by the 2-year statutory guarantee of conformity (Law 4967/2022).

3.7 Withdrawal form (template)

Copy and send:

To: MIND PROJECT ΜΟΝΟΠΡΟΣΩΠΗ ΙΚΕ
VIPE 9A, Heraklion 71601
info@yloma.gr

I hereby give notice that I withdraw from the contract of sale
for the following products:

— Order number: ______________
— Order date: ______________
— Date received: ______________
— Product(s): ______________

Consumer’s name: ______________
Address: ______________
Date: ______________
Signature (only if submitted on paper): ______________