Terms of service

2.1 Introduction

The website yloma.gr (hereinafter the ‘website’ or ‘online store’) is operated by the company MIND PROJECT ΜΟΝΟΠΡΟΣΩΠΗ ΙΚΕ (VAT No. 800965893, GEMI No. 145912327000), with its registered office at VIPE 9A, Heraklion 71601.

Use of the website and orders for products are governed by these terms, in accordance with Law 2251/1994 (consumer protection) and EU Directive 2011/83.

2.2 Products

We sell handmade wooden dog houses, dog beds, feeders and related products. Information about each product (dimensions, materials and weight) appears on its product page. We make every effort to ensure that descriptions and photographs are accurate; however, minor differences in colour may occur due to screen settings.

2.3 Ordering process

1. Select products and add them to your cart
2. Enter your shipping and billing details
3. Choose a shipping and payment method
4. Confirm your order and accept the terms of use
5. Receive a confirmation email with your order number

The contract is concluded when we send the second confirmation email (the one confirming dispatch — not the first automated cart email).

2.4 Prices

All prices include 24% VAT (Greece). For orders outside Greece, VAT is adjusted in accordance with the EU OSS rules.

Prices do not include shipping unless expressly stated. Shipping costs are calculated at checkout in accordance with the Shipping Policy.

We reserve the right to change prices at any time. The price applicable to each order is the price displayed at the time the order is placed.

2.5 Payment methods

We accept:

• Credit & debit cards (Visa, MasterCard, Maestro, American Express)
• PayPal
• Apple Pay / Google Pay
• Bank transfer (the order is dispatched after payment has been confirmed)

2.6 Availability

Despite our efforts to maintain accurate stock information, if a product is unavailable after you place your order, we will inform you within 2 business days and offer alternatives or a full refund.

2.7 Delivery

For full details, see our Shipping Policy. In brief: 5-10 business days within Greece, Cyprus and the EU.

2.8 Right of withdrawal

You have 14 calendar days to withdraw from the contract without giving a reason, in accordance with Article 9 of Law 2251/1994. For full details, see our Returns Policy.

2.9 Statutory guarantee of conformity

All our products are covered by the 2-year statutory guarantee in accordance with EU Directive 2019/771 and Law 4967/2022. If you discover a defect within the 2-year period, you may request a repair, replacement or full refund at no additional cost.

2.10 Liability

The Company is liable only for direct damage caused by its wilful misconduct or gross negligence. We are not liable for indirect or consequential damage, or for damage resulting from:

• Incorrect use of the product
• Failure to follow assembly or care instructions
• Normal wear and tear
• Animals (e.g. bites or scratches on fabric)
• Force majeure

2.11 Intellectual property

All website content (photographs, designs, product names, logo and text) belongs to the Company or has been used with permission. Reproduction without written permission is prohibited.

2.12 Applicable law & dispute resolution

These terms are governed by Greek law. The Courts of Heraklion have jurisdiction.

The European Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025. See the official notice from the European Commission.

2.13 Contact

• Email: info@yloma.gr
• Telephone: 2810 300 032
• Address: VIPE 9A, Heraklion 71601

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): ______________