RETURNS – WITHDRAWAL – CANCELLATION POLICY

Last Updated: 12/02/2026

This Policy applies to purchases made either through the online store (e-shop) of “STEMMA SINGLE-MEMBER P.C.” (STEMA LASER) or at our physical store located at 17 Agias Sofias Street, Thessaloniki, Greece.

This Policy is implemented in accordance with Greek Law 2251/1994 on Consumer Protection, as in force, and Directive 2011/83/EU.

1. Physical Products (e.g., cosmetics, consumables)

In the event of a purchase of physical products through the online store:

Right of Withdrawal (14 days)

The customer has the right to withdraw from the purchase contract within fourteen (14) calendar days from the date of receipt of the product, without providing any reason.

To exercise the right of withdrawal, the customer must send a relevant declaration to info@stemalaser.gr within the above-mentioned period.

Return Conditions

Products must:

Be returned in their original condition
Be unused
Have their sealed packaging intact
Be accompanied by the legal proof of purchase

Returns will not be accepted for products that have been unsealed and cannot be returned for health protection or hygiene reasons, in accordance with Article 3iβ of Law 2251/1994.

Return Shipping Costs

Return shipping costs are borne by the customer, unless:

The product was defective; or
The product delivered was incorrect.

Refunds

After inspection of the returned product, the refund will be completed within fourteen (14) calendar days from the date of receipt of the returned product.

2. Services – Session Packages – Electronic Gift Cards

STEMA LASER primarily provides laser hair removal services, prepaid session packages, and electronic gift cards.

2.1 Right of Withdrawal for Services

According to Article 3iβ of Law 2251/1994:

The right of withdrawal does not apply:

When the provision of the service has already begun with the customer’s explicit consent;
When at least one session from a prepaid package has been completed;
When part of the service has already been redeemed.

If the service has not commenced and no appointment has been scheduled, the customer may exercise the right of withdrawal within fourteen (14) days from the date of purchase, provided that the package has not been activated.

2.2 Session Packages

Packages:

Are valid for twelve (12) months from the date of purchase;
Are personal and non-transferable;
Are non-redeemable for cash;
Are non-refundable once use has commenced.

Failure to use the package within its validity period does not create a right to refund or extension, unless otherwise decided by the company’s management due to force majeure circumstances.

2.3 Electronic Gift Cards

Gift cards:

Are issued exclusively in electronic form and delivered via email;
Are valid for twelve (12) months;
Are non-refundable;
Are non-redeemable for cash;
Will not be replaced in case of loss.

As they constitute digital content delivered immediately, the right of withdrawal does not apply once the gift card has been sent/activated.

2.4 Refunds for Services

Refunds may be granted exclusively in cases of:

Proven inability of the company to provide the service;
Definitive inability to schedule an appointment due to the company’s fault.

In such cases, the refund will be processed within seven (7) calendar days from confirmation of the inability.

Refunds are not provided in cases of personal change of mind after activation of the service.

3. Appointment Cancellations

The customer may cancel or reschedule an appointment up to 24 hours before the scheduled time.

In cases of:

Cancellation within 24 hours;
Failure to attend without prior notice (no-show);
Delay exceeding 15 minutes;

the session may be considered completed and deducted from the package.

The company reserves the right to request a deposit for future bookings in the event of repeated cancellations.

4. Submission of Requests

For any return or withdrawal request, the customer must contact:

Email: info@stemalaser.gr
Telephone: +30 2314 037777

The request must include the transaction details and the relevant proof of purchase.

5. Final Provisions

This Policy may be amended without prior notice. The current version is published on the website and becomes effective upon publication.