These terms and conditions (hereinafter referred to as the “Terms of Use”) govern the use of our website and the online store hosted on it, as well as purchases of products or services made through them.

The services and products available through our online store (hereinafter referred to as the “Store”) are provided in accordance with the following Terms of Use and the specific information and policies published on our website. By conducting transactions with our company through our online store, or simply by browsing the Store, you are deemed to have read and accepted these Terms of Use. We therefore recommend that you carefully review the information provided herein. If you do not agree with these Terms of Use, please refrain from using the services and products available through our online store.

We may update the content of these Terms of Use from time to time. As the Terms of Use applicable when entering into a sales contract through our online store are those published on our website at the time the relevant contract is concluded, we recommend reviewing these Terms of Use before completing your order.

This online store (hereinafter referred to as the “Store”) is managed and operated by our company, PERSONAL WELLNESS HEALTH I.K.E., trading under the name PERWELL, with registered offices at 8 Ethnikis Antistaseos Street, Kalamaria, 55133, Greece, telephone +30 2311 119200 and email address info@personalwellness.health. Together with the company PRIVATE DIAGNOSTIC LABORATORY PERSONAL LABORATORIES MEDICAL I.K.E., trading under the name PERSONAL LABS and registered at 8 Ethnikis Antistaseos Street, Kalamaria, 55133, the companies constitute our group of companies (hereinafter referred to as the “Group”).

1. USE OF OUR WEBSITE

By using our website, you agree to these Terms of Use and, in particular, you confirm that:

1. A) The information you provide to us is true and accurate and that we may contact you at the email address you have provided where necessary for the completion of a transaction.
2. B) You will not use our website for unlawful purposes, including, for example, the distribution of illegal or harmful software or viruses.
3. C) We process your personal data in accordance with our Privacy Policy in order to provide our products and services.

If you wish to enter into a sales contract with our company through the use of our website, you warrant that you have full legal capacity to enter into such a contract and that you are at least 18 years of age.

2. PLACING AN ORDER

You may place an order through our online store by creating a user account. In order to complete your purchase, you must provide the information necessary for processing and delivering your order, namely your full name, billing and delivery address, email address, and telephone number.

By submitting this information, you warrant that it is valid and accurate and relates to the person placing the relevant order. Failure to provide the above information, or the provision of inaccurate information, may result in your inability to place an order or in the cancellation of your order, respectively.

To complete your order, it is not sufficient simply to place the products or services you wish to purchase in your shopping cart. You must also enter the required information in the order form and select your preferred payment method.

For more information regarding the processing of the personal data you provide when placing your order, please refer to our Privacy Policy published on our website.

Please note that every order placed through our online store is subject to our acceptance and to the availability of the requested goods.

We make every reasonable effort to ensure that product availability information is accurate. However, due to incorrect information provided by our suppliers or technical issues, product availability may change after your order has been completed.

In such cases, our company will contact you promptly to inform you of the alternative options available for completing your order. If one of those options meets your needs, we will amend your order accordingly.

If you do not agree with the proposed alternatives, your order will be cancelled and any amount already paid to us for the purchase will be refunded within ten (10) days.

In the event that your order is cancelled or rejected, our company shall bear no liability toward you as a result of the non-acceptance of your order.

As further explained in these Terms of Use, the mere submission of an order does not constitute acceptance by us or the conclusion of a sales contract between us. The sales contract is completed only after we notify you that your order has been dispatched.

3. ORDER ACCEPTANCE

As soon as you complete your order, you will receive an informational email at the email address you registered on our website confirming that we have received and are processing your order. This email will include your order details and order number.

Please note that this message does not constitute acceptance of your order and is not the required confirmation for the conclusion of a sales contract between us. It is simply confirmation that we have received your order and have begun processing it.

Acceptance of your order, and therefore completion of the sales contract between us, will occur when we send you an email confirming that the products you ordered have been dispatched.

In all cases, we reserve the right not to accept your order in accordance with the provisions of the previous section regarding product availability, provided that we first contact you in order to suggest alternative options for completing your order.

We also reserve the right not to accept your order if payment cannot be completed through your debit, credit, or prepaid card.

In addition to the exceptional circumstances described above, we reserve the right not to accept an order placed through our website for any other reason.

Our company shall not be liable to you if, for any reason, we do not accept your order. However, we will make every reasonable effort, acting in good faith and in accordance with accepted commercial practices, to meet your needs.

4. PRICING

The prices of products and services available through our online store may differ from the corresponding prices of the same products at our physical store.

Prices are displayed in euros and include the applicable VAT but exclude shipping costs. Prices may change from time to time depending on promotions or discounts offered by our company.

Promotional or discounted prices on available products apply while stocks last.

Although we make every reasonable effort to ensure that our product prices are valid and accurate, pricing errors may occasionally occur.

If you have placed an order based on an incorrectly displayed price, we will promptly inform you of the error and either request your consent to amend the order according to the correct product price or, if you no longer wish to proceed with the order, cancel it and refund any amount already paid within ten (10) working days.

Your order will always be accompanied by the legally required tax document for your purchase, either a retail receipt or an invoice, depending on your selection.

You must indicate your preference prior to submitting the order by selecting the relevant option for the document you wish to receive.

5. PAYMENT METHODS

For purchases made through our online store, you may select one of the following payment methods before completing your order:

Cash on Delivery

You may choose to pay for your order in cash upon delivery.

In this case, you will pay the exact purchase amount to the authorized representative of ACS courier, with whom we cooperate.

Cash on delivery is provided free of charge.

Payment by Debit, Credit or Prepaid Card

You may pay for your order using a Visa, Mastercard, American Express, or Maestro debit, credit, or prepaid card.

Payment is processed through EUROBANK’s secure payment environment, which ensures the security and speed of your transaction.

For orders involving laboratory testing services, where such services are available, payment may only be made by credit or debit card.

Where a credit card is used for such services, the purchase amount may be paid in three to six instalments.

When completing your order, if you have selected card payment, you will automatically be redirected to EUROBANK’s dedicated secure payment page, where you will enter your card details.

This service ensures both that your transaction is processed under the highest security standards and that our company does not process in any way the personal data associated with your card payment.

When you enter your card details in EUROBANK’s secure payment environment, the amount of your order is initially authorized and reserved rather than immediately charged. Your card is charged when your order is invoiced.

If your payment card issuer refuses to authorize payment to us, our company shall bear no liability for the rejection or cancellation of your order.

Payment by Bank Transfer

You may pay for your order by depositing the amount corresponding to your purchase into our company’s bank account with EUROBANK:

Beneficiary: PERSONAL WELLNESS HEALTH I.K.E.

Account Number: 0026.0336.70.0200993938

IBAN: GR7702603360000700200993938

BIC: ERBKGRAAXXX

If you select this payment method, please follow these steps:

• Select the products you wish to purchase and complete your order through our online store, selecting bank transfer as your payment method.
• Once you have deposited the amount corresponding to the value of your purchase, using your full name as the payment reference, please contact us by telephone at +30 2311 119200 or send the deposit receipt, together with your full name and order number, to info@personalwellness.health so that we can process your order.

6. TRANSFER OF RISK AND OWNERSHIP

The risk of loss of or damage to the products purchased passes to you when you, or a third party appointed by you other than the carrier, takes physical possession of the goods.

However, if you choose to have your order transported by a courier company other than ACS, the risk passes to you as soon as we hand your order over to the carrier selected by you.

Ownership of the goods purchased from our Store passes to you only once the purchase price has been paid in full.

7. DELIVERY OF PRODUCTS

ACS is the courier company responsible for delivering orders on our behalf.

Orders are dispatched within 1–5 working days from the date the order is submitted, subject to the availability of the selected product.

ACS serves customers between 9:00 a.m. and 8:00 p.m., depending on the delivery location.

We make every reasonable effort to deliver your order to your premises as quickly as possible within the delivery timeframe stated in the shipping confirmation email.

For deliveries to remote areas or islands, or where your order includes a personalized or customized product, such as a made-to-order dietary supplement, delivery may take longer than the timeframe stated above.

In all cases, we aim to deliver your order within 30 calendar days starting from the date of the email informing you that your order has been dispatched and therefore that the contract has been concluded, unless an agreed delivery date exceeds 30 days.

If your order is not delivered within the above timeframes, you are entitled to request delivery within an additional reasonable period appropriate to the circumstances.

If we still fail to deliver your order within that additional period, you may terminate the sales contract, in which case we will refund any amount paid without undue delay.

Despite our efforts to deliver orders on time, exceptional or unforeseen circumstances may cause delays.

Such exceptional or unforeseen circumstances may include, without limitation, extreme weather conditions, strikes, customs delays, epidemics or pandemics, war, or any other event of force majeure.

In such cases, we will proceed with delivery as soon as the force majeure event has ceased.

Our company shall not be liable for any delay in the delivery of your order caused by circumstances beyond our reasonable control.

The above delivery terms apply only where you agree that your order will be shipped by the courier selected by us.

If you choose another courier company, you must notify us before we accept your order.

In such case, our company reserves the right either to cancel your order or, at its sole discretion, to hand your order over to your selected carrier. Subject to Section 6 of these Terms of Use, we shall bear no responsibility for the loss or improper delivery of your order.

In addition to delivery to the address you specify, the following collection options are available:

Collection from Our Physical Store

Before submitting your order, you may choose to collect it from our physical store located at 8 Ethnikis Antistaseos Street, Kalamaria, Thessaloniki, 55133.

In this case, the products ordered will be reserved for you for three (3) working days from the date your order is submitted, during which time you may collect the order during the Store’s business hours.

After this period, if you have not contacted us to arrange collection, your order will be automatically cancelled.

In all cases, our staff will attempt to notify you of the cancellation by telephone or email.

Collection from an ACS Courier Store

If you wish to collect your order from an ACS branch, please contact us and we will provide information regarding your nearest branch and its opening hours.

8. SHIPPING COSTS

Your order is shipped free of charge, as we cover the shipping costs.

If you wish your order to be delivered outside Greece, such shipments will be arranged following prior consultation with us.

The exact shipping cost cannot be specified in these Terms of Use, as it varies depending on the destination country.

9. RETURNS AND EXCHANGES – RIGHT OF WITHDRAWAL

Right of Withdrawal

Subject to Section 9.2 of these Terms of Use, you have the right to return products purchased from us without penalty and without being required to provide a reason, within fourteen (14) days from the date on which you receive them.

In this case, you are responsible only for the direct cost of returning the products.

The withdrawal period expires fourteen (14) calendar days from the date on which you, or a third party authorized by you other than the carrier, acquired physical possession of the products purchased from our online store.

The date recorded by the courier on the delivery receipt shall be considered the starting date of the withdrawal period.

Returned products must be returned to us in the same condition in which you received them, sealed and without any signs of damage.

Otherwise, the return will not be accepted and the purchased product will be sent back to you at the delivery address originally provided.

In particular, returned products must:

1. A) Remain unopened and sealed, must not be damaged, and must not have been used or consumed after receipt.
2. B) Be in perfect condition and in their original manufacturer’s packaging, including the original box or wrapping.
3. C) Be accompanied by all documents provided upon delivery, such as the retail receipt, invoice, warranty documentation, manufacturer’s labels, etc.
4. D) Be returned together with any complimentary products or samples supplied with them.
5. E) Show no signs of deterioration of the contents of any supplements caused by exposure to high temperatures, excessive humidity, or other conditions that may affect the quality or performance of the product.

If the above conditions regarding the state of returned goods are not met, or if the returned products are sent after the expiry of the fourteen-calendar-day period, we reserve the right to reject the return and send the products back to the originally stated delivery address.

Exercise and Effects of the Right of Withdrawal

To exercise your right of withdrawal from the contract concluded between us, please contact us before the expiry of the withdrawal period either by telephone at +30 2311 119200 or by email at info@personalwellness.health to inform us of your decision to withdraw from the contract.

You may then return the products to us without undue delay and, in any event, within fourteen (14) calendar days from the date on which you informed us of your decision to withdraw.

You may use either ACS, our recommended courier company, or another courier company of your choice.

In all cases, you are responsible for the direct cost of returning the products.

Once we receive the returned products and confirm that they comply with our return conditions, we will refund the amount you paid within fourteen (14) calendar days.

Our company accepts no responsibility in the event of loss of or damage to the product during return transportation.

Please note that the right of withdrawal applies only to purchases made through our online store.

For purchases made at our physical stores, you are entitled only to exchange or replacement.

If you do not wish to withdraw from the sales contract but instead wish to exchange or replace a product with another product available through our online store, you may contact us by telephone at +30 2311 119200 or by email at info@personalwellness.health.

If we confirm that the requested replacement product is available, we will ask you to return the original product.

Provided that the returned product meets the same return conditions applicable to withdrawal as described above, we will send you the new product once you have paid any difference in price, where applicable.

In this case, you are responsible for both the direct cost of returning the original item to us and the cost of shipping the replacement product to you.

Repeated product exchanges exceeding two related requests cannot be accepted.

Exceptions to the Right of Withdrawal

As an exception, you may not withdraw from the sales contract where the product concerned is personalized or customized specifically to your requirements.

For example, you may not return dietary supplements or any other product manufactured to order based on your specific request.

This does not include dietary supplement recommendations suggested following completion of the quiz, nor any other product that is generally offered for sale through our online store.

This exception also applies where you wish to exchange such a product for another product available from the online store.

10. RETURNS OF DEFECTIVE PRODUCTS

If the product you receive is defective — for example, if its packaging has been opened or damaged, or if its contents have otherwise deteriorated — you have the right to return it within thirty (30) days from the date you received it and request either a refund of the amount paid or a replacement.

Replacement is not always possible, as it is subject to the availability of an identical product and may depend on the availability provided by the product manufacturer.

11. LIABILITY AND DISCLAIMER

In all cases, our liability in relation to any defective or non-defective product purchased through our online store shall be strictly limited to the amount paid by you for that product.

The representation of goods on our website is accurate, as is the description of the composition and individual ingredients of each formulation.

We have made every reasonable effort through continuous laboratory testing to avoid significant discrepancies in the stated percentages of individual ingredients in each formulation.

We have also contractually required our suppliers to ensure that the products we sell do not show significant deviations in laboratory analysis from batch to batch.

Any variations in the percentages of individual ingredients are considered negligible and, in all cases, remain within the permitted marketability limits notified to and approved by the relevant competent authority.

Accordingly, we shall not be liable for any negligible variation that may arise in the composition of individual ingredients in a formulation, provided that such variation remains within the permitted limits referred to above.

12. INTELLECTUAL PROPERTY

The reproduction, redistribution, copying, or any other use of the content of our website is strictly prohibited.

This includes, without limitation, trademarks, product photography, third-party intellectual property rights, and all other content protected under applicable intellectual property legislation.

If we identify any unlawful use of the content of our website in violation of intellectual property laws, we reserve all legal rights to demand the immediate cessation of the infringement and reasonable compensation for any damage caused to us, including the right to claim damages.

13. WARRANTY TERMS

We take care to select suppliers that meet high standards of quality and professionalism in the provision of their services.

The production and packaging of formulations are carried out on behalf of our company by our partners in accordance with approved standards communicated to them and approved by the competent health authority.

Therefore, although we conduct ongoing laboratory testing of the formulations produced by our suppliers, the relevant manufacturers remain responsible for any matter relating to laboratory analysis and compliance with the composition specifications communicated by us to suppliers when placing an order.

14. THIRD-PARTY LINKS ON OUR WEBSITE

Our online store may contain links to third-party websites featuring informational or promotional content.

The content of such websites is outside our control and responsibility, and we accept no liability for any claim arising in connection with such content.

15. FORCE MAJEURE

If any obligation arising from the sales contract between us and set out in these Terms of Use becomes impossible to perform due to an event of force majeure, we shall not be liable to you for any damage arising as a result.

A force majeure event includes any circumstance outside our reasonable control, including but not limited to strikes, natural disasters, epidemics or pandemics, shortages of raw materials, civil unrest, wars, fires, restrictions on financial transactions, and similar events.

Performance of our obligations will be suspended for as long as the force majeure event continues.

We will make every reasonable effort to fulfil our obligations arising under these Terms of Use as soon as the force majeure event has ceased.

16. GOVERNING LAW

For the resolution of any dispute or complaint arising in connection with these Terms of Use, we encourage you to contact us using any of the available communication methods.

We undertake to make every reasonable effort to resolve any dispute between us.

However, if a resolution cannot be reached through communication, these Terms of Use shall be governed by and construed in accordance with Greek law, and the courts of Thessaloniki shall have jurisdiction.