Returns & Refunds
Returns for Closen products are accepted within 30 days of receipt. Here you will find the exact conditions, shipping costs, steps, and timeline for your refund.
- Return window
- 30 days from delivery
- Return shipping
- Our expense for defective or incorrect items: your expense if you simply changed your mind.
- Refund time
- 3-10 business days from the date the package is received
- Refund method
- Via the original payment method
1. Conditions
The right of withdrawal is valid for exactly 30 days from the delivery date. The product must be completely unused, in its original condition, and with the factory hygiene seal on the inner packaging intact, accompanied by all accessories and the proof of purchase.
2. Equipment return process
- Submit a withdrawal request by email to [email protected], including your order number.
- Receive a return authorization number and exact shipping details for our sorting center in Greece.
- Pack the product into its original outer and inner protective packaging with all security seals intact.
- Refund issued via bank transfer within 3-10 business days following the completion of the physical inspection.
3. Who pays return shipping
For defective, damaged, or incorrect items, we fully cover shipping costs with a prepaid label or courier pickup request. If you changed your mind, you pay for shipping. There are no additional handling fees.
4. Refund timing and method
Refunds are processed within 3 business days following physical inspection in Chania. Cash on delivery orders are credited to the bank account you provide. Bank transfer orders are refunded to the original account. The bank displays the funds in 1-5 business days.
5. Breakdown by category
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the correct item with simultaneous pickup of the incorrect item | None |
| Parcel lost | Replacement shipment or full credit after courier verification | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the product value | Return shipping only |
6. Exchanges
To exchange a mask size or model, submit a return request and place a new order. We credit the purchase price as soon as the original package arrives. If the error was ours, we send the new item at no charge.
7. Cancelling an order
Free order cancellation is available only before dispatch from the workshop. Send an email promptly to [email protected] with your order number. Once handed over to the courier, standard return procedures apply.
8. Questions about this policy
Contact us at [email protected] or by phone at +30 252 433 548 during Mon-Fri 09:45 - 19:00, break 12:30 - 13:30. Response to every inquiry within one business day.
- Merchant
- CLOSEN ΜΟΝΟΠΡΟΣΩΠΗ Ι.Κ.Ε.
- Registered address
- Κυδωνίας 73, 731 36 Χανιά, Ελλάδα
- [email protected]
- Phone
- +30 252 433 548
- Working hours
- Mon-Fri 09:45 - 19:00, break 12:30 - 13:30
- Registration
- ΑΦΜ: 566512622