Policy
Skroutz takes responsibility for compensating the store for products that, upon return to the store, are found to be damaged or destroyed by the buyer and/or the cooperating courier company, as well as for products lost by the cooperating courier company during transportation.
Specifically, the store is required to accept all returned products. If, upon receipt of the product, damage or destruction is detected, the store has the option to submit a compensation request through a special process available in the Merchant's Panel within 7 working days from the date of receipt. The compensation request must be accompanied by the corresponding proof that certifies the damage or destruction (e.g., a photo of the damaged packaging or product and, depending on the type of product being returned, an assessment report from an authorized technician, etc.). As an exception, in cases where a product malfunction is identified, which must be confirmed by an authorized service center, the request can be submitted within 15 working days. If the official service center is located abroad, the request must be submitted within 30 working days.
After the submission of the compensation request, Skroutz will review the case to determine liability for the damage or destruction. If it is proven that the damage was caused by the consumer or the courier company, compensation will be provided based on the maximum compensation percentage per product category and the final sale price excluding VAT.
(The following compensation rates will take effect from 04/03. Until 03/03, you can check the current compensation policy here.)
| Category group | Compensation % |
| Adult - Sex shop products | 70% |
| Appliances - Accessories and spare parts | 80% |
| Appliances - Home medical appliances | 80% |
| Appliances - White goods and large home appliances | 90% |
| Appliances - Large heating / cooling devices | 90% |
| Appliances - Small domestic appliances | 80% |
| Appliances - Small heating / cooling devices | 90% |
| Appliances - Personal care appliances | 80% |
| Auto-Moto - Consumables, decoratives and protection equipment | 70% |
| Auto-Moto - Accessories and spare parts | 70% |
| Auto-Moto - Vehicles and boats | 70% |
| Auto-Moto - Bikes | 70% |
| B2B - Rural / livestock equipment | 80% |
| B2B - Horeca Consumables | 80% |
| B2B - Cleaning and health consumables | 80% |
| B2B - Beauty salon consumables | 80% |
| B2B - Accessories and spare parts | 80% |
| B2B - Tools and horeca utensils | 80% |
| B2B - Beauty salon equipment | 80% |
| B2B - Medical consumables | 80% |
| B2B - Medical tools and equipment | 80% |
| B2B - Medical machinery | 80% |
| B2B - Machinery and Appliances | 80% |
| B2B - Signage | 80% |
| Baby equipment - Baby toys and baby necessities | 70% |
| Bedding - General category | 70% |
| Bedding - Restaurant & hotel linen | 80% |
| Bedding - Rugs | 70% |
| Consumables - General category | 80% |
| Electrical - Cables, sockets and accessories | 90% |
| Electrical - Light bulbs | 80% |
| Electrical - Electronic test instruments and devices | 80% |
| Electrical - Security systems | 80% |
| Electronics - Microelectronics | 90% |
| Fashion - Clothing accessories | 70% |
| Fashion - Eyewear | 80% |
| Fashion - Clothing | 70% |
| Fashion - Jewellery | 70% |
| Fashion - Watches | 70% |
| Fashion - Bags and Wallets | 70% |
| Fashion - Footwear | 70% |
| FMCG - Alcoholic beverages | 80% |
| FMCG - Personal care supplies | 80% |
| FMCG - Cleaning supplies | 80% |
| FMCG - Cosmetics | 80% |
| FMCG - Personal hygiene consumables | 80% |
| FMCG - Household chemicals | 80% |
| FMCG - Food and beverages | 80% |
| Furniture - Baby room | 70% |
| Furniture - Furniture and sanitary accessories | 80% |
| Furniture - Furniture | 80% |
| Furniture - Small furniture | 80% |
| Furniture - Mattresses and pillows | 80% |
| Furniture - Lighting | 80% |
| Hobby - Lightweight equipment and accessories | 70% |
| Hobby - Musical instruments | 70% |
| Home improvement - Sanitary ware products | 80% |
| Home improvement - Construction for heating and ventilation | 80% |
| Home improvement - Central heating & plumbing machinery | 90% |
| Household - General category | 70% |
| Household - Outdoor decoration | 80% |
| Household - Home decor | 70% |
| Household - Kitchen tools and utensils | 70% |
| Medical/Pharmaceutical - Consumer health, consumables and supplements | 80% |
| Medical/Pharmaceutical - Household accessories | 80% |
| Pets - Equipment and accessories | 70% |
| Pets - Pet food | 70% |
| Sports and professional fashion - Clothing accessories | 70% |
| Sports and professional fashion - Clothing and Footwear | 70% |
| Sports and professional fashion - Bags | 70% |
| Seasonal and Events - Wedding / baptism accessories | 70% |
| Seasonal and Events - Party accessories and equipment | 70% |
| Seasonal and Events - Seasonal products | 70% |
| Seasonal and Events - Personalised cards | 70% |
| Sports - Heavy equipment | 70% |
| Sports - Lightweight equipment | 70% |
| Sports - Accessories and spare parts | 70% |
| Stationery - Consumables | 80% |
| Stationery - Books | 80% |
| Stationery - School and Foreign Language Textbooks | 80% |
| Stationery - Stationery & office supplies | 80% |
| Stationery - School supplies | 80% |
| Technology - Console and PC games | 80% |
| Technology - Non-tech accessories | 90% |
| Technology - PC build | 90% |
| Technology - PCs and Gaming Consoles | 90% |
| Technology - Refurbished | 90% |
| Technology - Wearables | 90% |
| Technology - Consumables | 90% |
| Technology - Spare parts | 90% |
| Technology - Mobiles and tablets | 90% |
| Technology - Software | 90% |
| Technology - Rest technology devices | 90% |
| Technology - Peripherals and computer accessories | 90% |
| Technology - Audio, photo, video devices and amplifiers | 80% |
| Technology - Technological accessories and small devices | 90% |
| Technology - Chargers and batteries | 90% |
| Tobacco products - Electronic cigarette consumables | 80% |
| Tobacco products - Tobacco | 80% |
| Tobacco products - Devices, accessories and consumables | 80% |
| Tools - Building materials and consumables | 80% |
| Tools - Accessories and spare parts | 80% |
| Tools - Technical machinery, materials and tools | 80% |
| Tools - Power and hand tools | 80% |
| Tools - Power tools and machinery | 80% |
| Toys - General category | 70% |
*Product categories with the respective compensation rates that were posted on 16 January 2025 have been replaced with the above price groups and compensation rates.
Special Compensation Terms
- Product Destruction: Compensation corresponds to the maximum percentage per category, based on the final sale price excluding VAT at the time of purchase.
- Partial Product Damage: Compensation corresponds to 40% of the final sale price excluding VAT.
- Factory Packaging Destruction: Compensation corresponds to 20% of the final sale price excluding VAT.
- Product Loss During Transportation: Compensation corresponds to the maximum percentage per category, based on the final sale price excluding VAT.
Any request for re-evaluation of the compensation decision or the percentage awarded can be submitted within 7 working days after the store is notified of the approval or rejection of the compensation request.
Total Compensation Limit
The total amount of compensation that Skroutz pays to stores cannot exceed 0.75% of the store’s annual turnover through Skroutz Marketplace. For new stores, the 0.75% limit applies after the first €200 in turnover or after the first three months from the first order placed via Skroutz Marketplace, whichever comes first.
If a store has not completed twelve months since its first order on Skroutz Marketplace, the compensation limit will be calculated on an annualized basis.