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 from the store it is found:
- damage or destruction
- receipt of a different product from that ordered
- receipt of an incomplete order or case where part of the product is missing
the possibility of submitting a compensation request is given through a special procedure followed in the Partner Area up to 15 working days from the date of receipt (for cases of lost returns, special mention is made in the next paragraph).
In the event that the package is not returned within 35 days (for shipments via courier) or 45 days (for shipments via cargo), a compensation request can be submitted directly through the order tab
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.). The completion time for the technical inspection (service) of defective products is 10 business days (if deemed necessary, this period can be extended by five additional business days).
In the event that the buyer refuses to receive the returned product, the shipment is canceled and the possibility of compensation is excluded, with the responsibility for any search for the product being borne by the shipping company. An exception is the inability to receive due to the store being officially closed (e.g. holidays), where the right to compensation remains. Finally, returns are made to the declared return address or the original shipping address.
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.
| 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% |
Special Compensation Terms
- Product Damage: Compensation corresponds to the maximum percentage per category, based on the final selling price of the returned Product for which a claim for compensation is submitted, excluding VAT, at the time of purchase.
- Partial Product Deterioration (including the absence of accessories): Compensation corresponds to a maximum of 40% of the final selling price of the returned Product for which a claim for compensation is submitted, excluding VAT, at the time of purchase.
- Factory Packaging Damage: Compensation corresponds to a maximum of 15% of the final selling price of the returned Product for which a claim for compensation is submitted, excluding VAT, at the time of purchase.
- Partial Damage to Factory Packaging: The compensation corresponds to a maximum of 5% of the final selling price of the returned Product for which a claim for compensation is submitted, excluding VAT, at the time of purchase.
- Loss of Products During Transport: The compensation corresponds to the maximum percentage per category, based on the final selling price excluding VAT, at the time of purchase.
Claims that have already been approved and compensated or have been denied are not available for review.
Total Compensation Limit
The total amount of compensation for damage, destruction or shortages of products is calculated on an annual rolling basis and cannot exceed 0.40% of the total annual turnover of the store on the Platform over the last 12 months. This maximum limit is calculated dynamically and is automatically updated with the submission of each new request, based on the most recent transaction data.
Exceptions to the maximum compensation limit
Departing from the above, the maximum total compensation limit calculated on an annual rolling basis does not apply:
a) in cases of compensation for returned Products that have been lost during their transport by the cooperating Transport Company,
b) in exceptional cases, which, following a special assessment by the Company, are deemed to justify exceeding the above limit, and
c) for new stores, for which the above limit of zero point forty percent (0.40%) begins to apply after the first €500 in compensation turnover
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.
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