Refund policy

This English text is a translation for convenience. If the two versions differ, the Greek text prevails.

8.1 Right of withdrawal. The customer has the right to withdraw without giving a reason within fourteen (14) calendar days, unless a longer period has been agreed, by returning the goods in their original condition, without being charged any cost other than the return costs. This period starts from receipt of the products. To exercise the right of withdrawal, the customer is obliged to complete and send the relevant request electronically. If the right of withdrawal is exercised, the customer is obliged to send the product to be returned immediately, in its closed packaging, at the same time as submitting the declaration of withdrawal, while the supplier is obliged to refund the amounts paid to it by the customer within thirty (30) calendar days. The refund of the price is made in the same way as the payment was made. If the price has been charged to the consumer's credit card, the exercise of the right of withdrawal also simultaneously terminates the relevant tripartite contract between customer, supplier and bank, without payment of compensation.

The customer who buys the products must do so exclusively for private use and not for professional activity. Returned products  must be in excellent condition and packed in the same condition in which they were delivered. If the products are returned incomplete or worn, the company retains the right to ask the customer for compensation, the amount of which will be determined by the condition of the products, and has the right to set off this claim against the customer. In this case the customer bears the cost of transporting the returned products.

8.2 Right of replacement. The customer has the right to request replacement of the product if the one delivered to them was defective or does not correspond to the product they ordered. If a defective product, or a product other than the one ordered, is received, the business must be contacted first and the product must be sent to the company on the same day it is received, so that the replacement can follow. In this case the cost of transport for the replacement is borne by the company. An essential condition is that the products are in the condition in which they were received, and that the customer has the invoice or the retail sales receipt. We recommend a thorough check on receipt, so as to avoid receiving defective products or products that were not ordered. In any case, the maximum return period for submitting a replacement request cannot be extended beyond fourteen (14) calendar days from the date of receipt. Before any return, it is advisable to consult the business first. The conditions for replacing a defective product, or a product that does not correspond to the one in the order, are as follows:

(a) Contact the business within 72 hours of receiving the product to point out the problem, on the telephone number found under “Contact” on the website  www.orionas.eu or at the e-mail info@orionas.eu or even by telephone on 2310784656.

(b) Send a completed product return request, within the exclusive deadline of 14 days

(c)  If the product does not correspond to the order, it must not have been used and must be in its packaging in the condition in which it was received.

8.3 For products supplied to special order, which are manufactured at the consumer's request (for example made-to-order mattresses and furniture), no return is possible, only replacement in case of a defect.

8.4 Exceptions to withdrawal. Withdrawal is not permitted in the following cases:

A) When the product has been ordered in special dimensions other than the standard market sizes. The standard market sizes of mattresses are 90 cm by 190 cm, 100 cm by 190 cm, 110 by 190 cm, 120 cm by 190 cm, 130 cm by 190 cm, 140 cm by 190 cm, 150 cm by 190 cm, 160 cm by 190 cm, or the above sizes in a length of 200 cm (that is, we replace the 190).

B) When it has been ordered with additional materials beyond those stated in our online shop.

C) When the product has been seriously worn, with the result that it has lost its resale value.

D) When the product has not been bought from our online shop but from a partner shop (our customer).

E) When the product has been used  intensively  beyond normal use and is considered second-hand.

FOR CORRECT USE

• Once every three months, take your mattress out into the sun to air it well. If you cannot take it outside, you can air it daily for 30 minutes with the windows open. This helps remove moisture, especially during the winter,  which is also a main cause of mattress odour.
• Turn it every three months, top to bottom and head to foot; pillow-top mattresses only head to foot.
• Do not bend the mattress, as there is a risk of deformation and damage.
• It must not be used as a “trampoline”  by children.
• Keep it dry. Wash the sheets at high temperatures and iron them well, so that various micro-organisms are destroyed, and place them on top of the mattress dry.
• For correct support of the mattress, orthopaedic bases with closely spaced slats and 4 cm springs should be used.  So that the mattress is supported evenly  and safely. The gap between the slats must not be more than 4 cm.
• On solid surfaces, e.g. chipboard, there is a risk of the materials deteriorating, owing to poor ventilation of the materials.
• Do not iron on the mattress.
• Protect it  from liquids and clean it only locally, with special cleaning products.
• For overweight people, ask for a special construction with many narrow, close-set springs. The so-called mini-Bonell.
• Always use a cover for protection, for a long life of the mattress.
• The mattress, when ( it should have a gap of 1-2 cm at the sides and along its length. This is the only way for it to expand, without being deformed by side surfaces. The bed base of the mattress must have no protrusions, curves or bumps and must be a single flat surface.
• Owing to the nature of the materials (wadding, foam materials, latex, etc.) the mattress may vary in thickness by up to 10% from first use.