Refund and Exchange Policy


When you purchase an item through our online store, by law, you have 14 calendar days to return an item from the date you received it if you have changed your mind and cancel your purchase.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to return the product and cancel your purchase, you must inform us of your decision by a clear statement (eg a letter sent by post, fax or email) using the contact details below. You may use the model cancellation form available here [insert link to model cancellation form], but it is not obligatory.

Our policy is valid for a period of 14 calendar days from the date of the purchase. If the period of 14 days has lapsed since the purchase, you cannot, unfortunately, cancel the purchase. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Your will not be entitled to withdraw from your purchase in the following circumstances:

  • - The supply of goods for which the price is dependent on fluctuations in the financial market which cannot be controlled by us and which may occur within the withdrawal period.
  • - The supply of goods made to your specifications or clearly personalized.
  • - The supply of goods which are liable to deteriorate or expire rapidly.
  • - The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • - The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
  • - The supply of alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the actual value of which is dependent on fluctuations in the market which cannot be controlled by us.

For more information about your right to withdraw and effects of withdrawal, please see our Terms and Conditions available here


The following criteria must be met to qualify for a refund:

  • - Product is not defective
  • - Product must be unopened
  • - Product must be in original packaging
  • - Product must be unused
  • - Product must not be damaged

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.

If you are not entitled to withdraw from your purchase, then you will not be entitled to receive a refund.

We may withhold your refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you other than what is necessary to establish the nature, characteristics and functioning of the goods.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

3.Defective products

The following criteria apply for defective products:

- Product is defective when it:

  • Does not comply with the description given by Us and does not possess the qualities of the goods which we have held out to you as a sample or model.
  • Is not fit for any particular purpose for which you require them, and which was made known to Us at the time of conclusion of the contract and which we have accepted;
  • Is not fit for the purposes for which goods of the same type are normally used;
  • Does not show the quality and performance which are normal in goods of the same type and which you can reasonably expect.

The product shall be deemed non-defective if, at the time the contract was concluded you were aware, or could not reasonably be unaware of, the lack of conformity.

Your rights as regards to defective products:

If the products are defective at the time that they have been delivered, you have the following rights: A. Repair of the item free of charge unless impossible or disproportionate, and, B. Reduction of the price or have the contract rescinded (only under specific circumstances).

Only when you are not entitled to a repair or replacement of the product, or when we have not completed the remedy within a reasonable time or without significant inconvenience to the you will be entitled for a reduction of the price or have the contract rescinded.

4.Proof of purchase

To complete your cancellation or return, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we might not be able to handle your request.

5.Shipping items

Please contact us on through methods provided below (see “"Contacting Us"”), to let us know you want to cancel a purchase or have received a defective product.

To return a product purchased from our online store, please visit our retail location stated below and our staff members will process your return or exchange for you. You may also return the package to your nearest [insert relevant distributor] store to arrange a return. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Unless you have a defective product, you will have to bear the direct cost of returning the goods.

You must return the item together with any promotional or free items that came with the item and all outer and inner packaging and labels that came with the item. Once we confirm that the item is defective, we will remedy the defect either through a repair or send you a replacement.

Where your delivery was of more than one item, and you are keeping some of the items, you will be refunded a proportionate amount of the delivery charge.

6.Contacting us

If you would like to contact us concerning any matter relating to this Refund Policy, you may do so via the call us at 25040950, send an email to [email protected] or write a letter to the following address:

Alokozay General Trading (Cyprus) Limited

6 Alexandrias & Akadimias, Ypsonas 3rd Industial Zone, Ypsonas, 4193, Limassol Cyprus.

This document was last updated on February 10, 2021

Model cancellation form

(complete and return this form only if you wish to withdraw the contract)

Model cancellation form

To: Alokozay General Trading (Cyprus) Limited

6 Alexandrias & Akadimias,

Ypsonas 3rd Industial Zone,

Ypsonas, 4193, Limassol Cyprus

Email: [email protected];

Tel: 25040950

I/We ------------------------------------ hereby give notice that I/We ----------------------------------------- cancel my/our -------------------------,

contract for the sale of the following goods -------------------------- for the supply of the following service ------------------------------------,


Ordered on ---------------------------------- /received on -------------------------------------,

Name of consumer(s),--------------------

Address of consumer(s),----------------------

Signature of consumer(s) (only if this form is notified on paper),---------------------------


--------- Delete as appropriate

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