Last updated: September 2026

This Delivery & Returns Policy explains how orders placed through our website are delivered, how you may exercise your right of withdrawal where applicable, how goods should be returned, and how refunds are handled.

This policy should be read together with our Terms & Conditions.

1. Delivery Areas

We currently deliver orders within Nicosia, Larnaca and Limassol.

We currently do not offer international delivery.

If we are unable to deliver to the address you provide, we will contact you as soon as reasonably possible.

2. Delivery Time

Our standard delivery timeframe is normally 3–5 business days, subject to product availability, delivery location and circumstances outside our reasonable control.

Deliveries are normally made Monday to Friday.

Delivery times are estimates unless expressly stated otherwise. If there is a significant delay affecting your order, we will contact you where appropriate.

3. Delivery Charges

For orders below €85, a delivery charge of €5 applies.

Delivery is free for orders of €85 or more.

Any applicable delivery charge will be shown during checkout before you complete your order.

4. Collection

You may choose to collect your order from:

C. Violaris Cleaning Products Suppliers Ltd
6 Piraeus Street
Latsia, Nicosia
Cyprus

Collection is available Monday to Friday, 08:00–17:00.

Collection is free of charge.

Please ensure that your order is ready for collection before travelling to collect it.

5. Receiving Your Order

Please check your order within a reasonable time after delivery.

If you believe that a product is damaged, faulty, incorrect or missing from your order, please contact us as soon as reasonably possible so that we can investigate.

Your rights in relation to faulty, damaged, incorrect or non-conforming goods are separate from the statutory right of withdrawal described below.

For further information about the legal guarantee of conformity and your rights in relation to faulty or non-conforming goods, please see our Terms & Conditions.

6. Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from an eligible online purchase within 14 days without giving any reason, subject to the exceptions provided by law.

For purchases of goods, the withdrawal period generally expires 14 days after the day on which you, or a third party nominated by you other than the carrier, physically receives the goods.

Where multiple goods forming part of the same order are delivered separately, the withdrawal period generally runs from the day on which the last eligible item is received.

To exercise your right of withdrawal, you must clearly communicate your decision to withdraw before the applicable withdrawal period expires.

Simply returning the goods without communicating your decision to withdraw may not, by itself, constitute a valid exercise of the statutory right of withdrawal.

7. How to Exercise Your Right of Withdrawal

The easiest way to submit a withdrawal declaration for an order placed through our website is to use our online “Withdraw from Contract” function.

The withdrawal function can be accessed:

through the “Right of withdrawal” link available in the footer of our website;
through My Account → Orders, where a “Withdraw from Contract” option is available for the relevant order; or
through My Account → Right of withdrawal, where you can access the online withdrawal form.

You can also access the online withdrawal form directly here.

Where an order contains more than one product, the online withdrawal function also allows you to indicate whether you wish to withdraw from the entire eligible order or only from specific eligible products within that order.

Where the statutory right of withdrawal applies, this function may be used to exercise that right.

You do not need to provide a reason for exercising a statutory right of withdrawal.

Use of the online withdrawal function is not compulsory. You may also exercise your right of withdrawal by sending us another clear and unequivocal statement informing us of your decision to withdraw, where permitted by law.

8. Using the Online Withdrawal Function

When using the “Withdraw from Contract” function, you will be asked to provide or confirm the information necessary to identify you and the relevant order or contract, together with the electronic contact details to which your acknowledgement should be sent.

Before your withdrawal declaration is submitted, you will be given the opportunity to confirm your decision.

After submission, we will send you an acknowledgement of receipt, normally by email, without undue delay. The acknowledgement will include the content of your withdrawal submission together with the date and time it was submitted.

This acknowledgement confirms that we have received your withdrawal declaration. It does not, by itself, mean that the withdrawal has been accepted or that a refund has been approved.

Where the request requires review, we will assess it in accordance with the circumstances of the order, our Terms & Conditions and applicable law.

You will subsequently be notified by email of the outcome of our review, including whether your withdrawal has been recorded as accepted or rejected. A rejection may apply, for example, where the statutory withdrawal period or a legal exception is relevant. Where you have a statutory right to withdraw, that right is not dependent on our discretionary approval. Where appropriate, we may also send you further updates regarding completion of the withdrawal process.

The online withdrawal function may remain accessible even where the normal statutory withdrawal period appears to have expired. Its availability outside an applicable statutory withdrawal period does not, by itself, create a right of withdrawal or mean that a refund is due.

If you submitted the withdrawal while signed in to your account, you can also follow the status of your request through My Account → Right of withdrawal. This area may show details including the relevant order, submission date, scope of the withdrawal, current status, any resolution note and your acknowledgement receipt code.

9. Returning Goods Following Withdrawal

After informing us of your decision to withdraw from an eligible purchase, you must return the relevant goods without undue delay and, in any event, within 14 days from the day on which you informed us of your decision to withdraw.

Unless we agree otherwise, goods should be returned to:

C. Violaris Cleaning Products Suppliers Ltd
6 Piraeus Street
Latsia, Nicosia
Cyprus

Customers are responsible for arranging the return of goods to our premises. We do not provide a collection service for returns made under the right of withdrawal.

You may return the goods personally to our premises or arrange for them to be returned using an appropriate delivery or courier service.

You are responsible for the direct cost of returning the goods to us when exercising your right of withdrawal, unless we have expressly agreed to bear that cost or applicable law requires otherwise. Violaris does not normally cover or reimburse the cost of returning goods following a withdrawal.

We do not charge an additional administration, handling or restocking fee merely because you have exercised a valid statutory right of withdrawal.

We recommend that you use an appropriate and reasonably secure method of return and retain evidence that the goods have been sent or returned.

10. Condition of Returned Goods

You are entitled to inspect goods to establish their nature, characteristics and functioning in a manner similar to what would reasonably be possible in a physical shop.

You are responsible for taking reasonable care of the goods while they are in your possession.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

For this reason, where possible, products should be returned with their original packaging, accessories and other items supplied with them.

The absence of original packaging does not, by itself, automatically remove a statutory right of withdrawal, except where the nature of the product and an applicable legal exception mean that opening or removing a seal affects the right of withdrawal.

11. Products Excluded from the Right of Withdrawal

The statutory right of withdrawal does not apply where an exception provided by applicable consumer law applies.

Depending on the particular product and its condition, this may include:

goods made to the consumer’s specifications or clearly personalised;
goods which are liable to deteriorate or expire rapidly; and
sealed goods which are not suitable for return for genuine health protection or hygiene reasons where the seal has been removed after delivery.

Where a health or hygiene exception applies, removing or opening the relevant protective seal after delivery may result in the loss of the statutory right of withdrawal for that product.

Whether an exception applies will depend on the particular product and the circumstances.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

12. Refunds Following a Valid Withdrawal

Where you validly exercise your statutory right of withdrawal, we will reimburse payments received from you in relation to the withdrawn purchase, including the cost of our standard delivery, where you paid a delivery charge and reimbursement is required by law.

If your order qualified for free delivery, there is no original delivery charge to reimburse.

If you selected a delivery method that was more expensive than our standard delivery option, we are not required to reimburse the additional amount above the cost of standard delivery.

Refunds will be made without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw.

For sales of goods, where permitted by law, we may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first.

Unless otherwise agreed, reimbursement will normally be made using the same payment method used for the original transaction.

Submitting a withdrawal declaration does not itself mean that a refund is immediately due or has been processed. We may first need to verify the relevant order, applicable withdrawal period, condition and nature of the goods and whether a statutory exception applies. Where you are legally entitled to withdraw, your statutory right will not be affected by this review.

Nothing in this policy allows us to withhold or refuse reimbursement where you are legally entitled to it.

13. Sale and Discounted Products

Purchasing a product at a reduced, promotional or sale price does not, by itself, remove any statutory right of withdrawal or other mandatory consumer rights.

Any applicable withdrawal exception depends on the nature and circumstances of the product rather than simply whether it was purchased at full or discounted price.

14. Exchanges

Where we agree to exchange a product for reasons other than the product being faulty, damaged, incorrectly supplied or otherwise non-conforming, the customer is responsible for the applicable delivery or transport costs associated with the exchange.

This does not apply where the exchange or replacement is required because the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, or where an error has been made by us. In such cases, the customer will not be required to bear delivery or return costs where applicable law requires those costs to be borne by us.

Please contact us before returning a product for exchange so that we can provide the appropriate instructions.

15. Faulty, Damaged, Incorrect or Non-Conforming Goods

The statutory right of withdrawal is separate from your legal rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

If you receive such a product, please contact us as soon as reasonably possible and provide sufficient information to allow us to identify the order and investigate the issue.

Where appropriate, we may ask you to provide photographs or other reasonable information about the problem.

We will assess the matter and provide an appropriate remedy in accordance with applicable Cyprus and European Union consumer law.

The provisions above requiring the customer to pay the direct cost of returning goods apply to the exercise of the right of withdrawal. They do not limit any rights you may have regarding return costs or other remedies where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

The withdrawal exceptions described above, including exceptions relating to sealed health or hygiene products, do not remove statutory rights relating to defective or non-conforming goods.

Nothing in this policy affects any mandatory legal rights or remedies available to consumers in relation to goods that are faulty or do not conform to the contract.

16. Model Withdrawal Form

Consumers may also use the model withdrawal form provided on our website to communicate a decision to withdraw from an eligible contract.

Use of the model withdrawal form is optional. You are not required to use the model form if you communicate your decision to withdraw by another legally permitted, clear and unequivocal statement.

The model withdrawal form is available on the Right of withdrawal page together with our online withdrawal function.

17. Withdrawal Requests Outside the Normal 14-Day Period

Our online withdrawal function may allow you to submit a declaration even where the normal statutory withdrawal period appears to have expired.

We do this so that circumstances that may affect your rights can be considered where appropriate.

Being able to submit the form does not mean that an expired statutory withdrawal right has been extended or that Violaris has automatically agreed to accept the return.

We will review such submissions according to the circumstances, our Terms & Conditions and applicable law and notify you of the outcome.

18. Contact Us

For questions concerning delivery, returns, withdrawals, refunds or an order, please contact:

C. Violaris Cleaning Products Suppliers Ltd
Registration No.: HE 213470
6 Piraeus Street
Latsia, Nicosia
Cyprus

Telephone: +357 22100141
Email: [email protected]

For online purchases, you may also use the “Withdraw from Contract” function available on our website.