General Returns Policy
If you wish to exchange or return a product, you have 14 calendar days from the delivery date to do so. For products ordered through our online store, exchanges and returns are processed exclusively through our e-shop, in accordance with our policy detailed below.
Made-to-Order & Personalized Items
Please note that, under EU consumer protection legislation, the right of withdrawal and the 14-day return period do not apply to goods made to the consumer’s specifications or clearly personalized (e.g., custom garments and leather jackets tailored to your specific measurements). These items cannot be returned or exchanged unless they are defective.
Product Condition
All products undergo strict quality control before shipment. Therefore, they must be returned in the exact same condition in which they were received, in their original, complete packaging, with all tags attached. Any evidence that the product has been worn, used, or damaged voids the possibility of an exchange or return.
Contact & Process
To ensure the correct return procedure, you must contact us prior to shipping the package back:
- Within Greece: By phone at +30 210 3233338, +30 210 9567521, mobile +30 694 228 7242, or via email at info@blackdiamond.com.gr.
- International (European Union): Exclusively via email at info@blackdiamond.com.gr or via WhatsApp/Viber at +30 694 228 7242.
In all cases of exchanges (excluding defective items), all shipping expenses for both the return of the original item and the delivery of the new product are borne entirely by the customer.
Special Conditions
- Sale Items: Please note that returns or exchanges are not accepted for products purchased on sale or discount.
- Order Cancellation: If you wish to cancel your order for any reason, please contact us immediately, stating your order number. If the production of your handmade-to-order item has already begun, the cancellation request may not be accepted.
Defective Products
In the event of a defective product, please contact us immediately so we can resolve the issue. Depending on the case, we will proceed with a repair, replacement, or a full refund.
- Refunds are always processed using the same payment method used for the original purchase (Credit Card, PayPal, Stripe, Klarna).
- For orders within Greece paid via Cash on Delivery (COD), the refund will be made via bank transfer to an account specified by you.
Delayed or Missing Refunds
If you have not received your refund yet, please double-check your bank, credit card, or PayPal account, and then contact your financial institution, as international processing times may vary. If you have completed these steps and still have not received your refund, please contact us at info@blackdiamond.com.gr.
Verification Policy
For your best convenience, we highly recommend recording a video during the unboxing process and taking photographs of the product. In the event of a defective item, these assets will be required to verify your request.