Return Policy

Before returning a product, it is necessary to have previously contacted our customer service department using the email: sales@mantisbros.gr.

To facilitate the process, please mention your order number.

The company supports e-commerce by offering you the possibility of returning and exchanging defective products under the following terms and conditions.

1. Returns Due to Delivery Errors

If products delivered differ from those ordered (in type, quantity, or agreed-upon characteristics), the customer must return the items for inspection and confirmation of the error. In such cases, the company covers both the return shipping costs and the cost of reshipping the correct products, provided the return follows the company's specified method.

2. Returns for Defects on Delivery

The customer has seven (7) calendar days from the receipt of the products to return any defective product. The product must be in good condition, with all original documents and packaging. In such cases, the following apply:

• The defective product is inspected by the company to confirm the defect.
• If the defect is confirmed by the company, the product may be replaced with a new similar product or another product of equivalent quality and price. If the customer does not wish for a replacement, they may request a refund. The refund will be made using the same payment method initially used for the purchase.
• For payments made using a credit card, the company informs the bank of the transaction cancellation. The bank, having been notified of the cancellation, will take all necessary actions based on the agreement made with the customer to reverse the charge on the customer’s account. It is noted that the company is not responsible for the time frame or the manner in which the reversal is executed, as these are determined by the terms of the aforementioned agreement.
• For cash payments, the refund is made at the company's store.
• The shipping and reshipping costs for the replacement are borne by the company.
• If the products are returned damaged or incomplete, the company may claim compensation from the customer or refuse the return. The amount of compensation will be determined based on the condition of the products.

3. Returns of Non-Defective Products – Right of Withdrawal

• The buyer has the right to cancel the purchase contract within 14 calendar days from the delivery of the product or, in the case of multiple products delivered separately, from the delivery of the last product in the same order. This cancellation does not require justification and entails no financial burden, provided the product is returned in its original condition, with all its accessories, accompanying documents, and packaging intact. Returns are accepted only after the shipping costs to the buyer and the return costs of the product are paid in full. The buyer must fully settle the amount the company paid for the shipment of the item to them, as well as the return shipping costs.
• The cancellation declaration must be submitted in writing or electronically, and the company must confirm receipt of this declaration upon receiving it. Following the cancellation declaration, the company must return the amount received within 20 days of receiving the products.
• Shipping costs are non-refundable if the buyer chose courier delivery.
• Refunds are made using the same payment method initially used for the purchase. If the payment was made via credit card, the company informs the bank of the transaction cancellation. The bank, having been notified of the cancellation, will proceed with all necessary actions based on the agreement made with the customer, without further responsibility from the company. However, the company is not responsible for the time frame or the manner in which the reversal is executed, as these are determined by the terms of the aforementioned agreement.
• The buyer is obliged to compensate the company if the product has been used beyond what is necessary to determine its characteristics. The nature, characteristics, and functionality of the products should be inspected based on the information available on the external packaging of each product, along with any additional instructions provided by the company. This inspection must be conducted without opening the packaging or activating the products. If the packaging has been opened or the products have been used, their value diminishes, they are considered used, and the buyer is required to compensate the company for this reduction in value. In case of disagreement, the company may agree with the customer on mutual compensation.
• If the products are returned damaged or incomplete, the company may claim compensation from the buyer or refuse the return. The amount of compensation will be determined based on the condition of the products.

4. Exceptions to Withdrawal

Products marked as STOCKHOUSE or those customized to the customer's specifications (e.g., cable cutting or spiral cutting) are excluded from withdrawal returns. Additionally, products marked as “Available on Request” are non-returnable.

5. Product Warranty

Some products include a manufacturer-provided warranty and user manual. The company does not offer an additional warranty. Manufacturer warranties are valid from the purchase date and may provide free repair or replacement, subject to these conditions:

• Proof of purchase and the manufacturer’s warranty must be provided.
• The fixed elements of the device must not have been altered.
• Damage is not excluded under the manufacturer’s warranty terms.