Neo Athens

Terms & Orders

These Terms & Orders govern the use of neoathens.com and the purchase of products through the Neo Athens online store.

Last updated: 09/07/2026

1. Business details

The online store Neo Athens is operated by:

Legal name / Owner: Apostolos Tranoulis
Trading name: Neo Athens
Address: Zoodochou Pigis 14, Ilion 131 21, Greece
VAT Number / Tax Office: 147189714
Email: info@neoathens.com
Phone: +30 693 698 2380

2. Scope of the online store

Neo Athens offers products through online ordering. Some or all products may be made, adjusted, or customised specifically for each customer, according to the choices, specifications, dimensions, colours, details, files, or instructions provided by the customer during the order process.

Product information, photos, descriptions, dimensions, colours, and prices are displayed on each product page. We make every effort to ensure that all information is accurate. However, slight variations in colour or appearance may occur due to screen settings, lighting, or photography.

3. Placing and completing an order

Orders are completed through the website checkout process. The customer is responsible for the accuracy of the details entered, including contact details, shipping address, billing details, and customisation choices.

The customer selects the product and available options.
The customer enters shipping, billing, and contact details.
The customer checks the order before final submission.
The customer completes the payment or chooses an available payment method.
The customer receives an order confirmation at the email address provided.

4. Custom-made and personalised products

Products made or adjusted specifically for a customer are considered custom-made or personalised. This may include, indicatively, products created according to:

specific dimensions or technical specifications,
colours or combinations selected by the customer,
names, text, logos, files, or designs provided by the customer,
a specific mockup or design approved by the customer,
any other customisation requested during the order process.

Important: For products made according to the customer’s specifications or clearly personalised, returns or cancellations due to change of mind, incorrect customer choice, or refusal to accept delivery after order completion are not accepted.

5. Mockups, approvals, and changes

Where a product requires a mockup, design, or confirmation before production, the customer must carefully review the content before giving approval.

After mockup approval or once production has started, changes or cancellations may no longer be possible.
Changes requested after approval may result in additional costs or delays.
The customer is responsible for mistakes in details or content provided or approved by them.

Neo Athens may, at its discretion, accept changes before production has started, provided that this is technically and practically possible.

6. Prices and payments

Product prices are displayed on the website and include or exclude VAT according to the indication shown on the product page and at checkout.

Available payment methods are displayed during checkout and may include:

card payment,
bank transfer,
cash on delivery, where available,
any other payment method displayed at checkout.

Add or remove payment methods depending on what is actually enabled in WooCommerce.

In the case of bank transfer, the order may start being processed after payment confirmation.

7. Production and delivery time

Production and delivery time depends on the type of product, the level of customisation, material availability, and production workload.

Any estimated times displayed on the website are indicative and may change in cases of high demand, supplier delays, courier or transport delays, or force majeure events.

Delivery is carried out through cooperating courier or transport companies: including but not limited to Geniki Taxydromiki, DHL, or other cooperating courier and transport providers..

7A. International shipping, customs, duties, and import charges

Neo Athens may ship products to countries outside Greece and outside the European Union, depending on the destination, the selected product, courier availability, and any applicable shipping restrictions.

For international orders, the customer is responsible for ensuring that the product can be legally imported into the destination country. The customer is also responsible for any customs duties, import taxes, VAT, brokerage fees, clearance fees, storage fees, or other charges that may be imposed by the destination country or by the courier/transport provider, unless explicitly stated otherwise at checkout.

Any customs duties, import taxes, or local charges are not included in the product price or shipping cost shown at checkout, unless this is clearly stated during the order process. These charges are determined by the customs authorities of the destination country and are outside the control of Neo Athens.

International delivery times are estimates only and may be affected by customs checks, import procedures, courier delays, local holidays, remote delivery areas, or other circumstances outside our control.

If an international shipment is refused, unclaimed, returned due to unpaid customs duties/taxes, incorrect delivery information, import restrictions, or failure by the customer to complete customs clearance, Neo Athens may deduct from any refundable amount the original shipping cost, return shipping cost, customs charges, courier fees, storage fees, and any other related costs charged to us.

Important: Custom-made or personalised products remain non-returnable and non-refundable for change of mind, even for international orders, except in cases of defective, incorrect, or non-conforming products as described in these Terms.

8. Receiving your order

Upon delivery, the customer must check the condition of the packaging. If the package shows visible damage, tearing, opening, or other signs of damage, the customer should report this immediately to the courier or transport company and contact us as soon as possible.

For better support, customers are advised to keep photos of the packaging and product in case of transport damage.

9. Order cancellations

Cancellation requests may be sent to info@neoathens.com as soon as possible after placing the order.

For products that have not yet entered production, customisation, or special material procurement, Neo Athens may accept cancellation and refund the amount paid, where possible.

For personalised or custom-made products, once processing, material procurement, production, printing, engraving, adjustment, or any other production step has started, cancellation may no longer be possible.

10. Returns and right of withdrawal

Under distance selling rules, consumers generally have the right to withdraw from a purchase within 14 calendar days from receiving the product.

Exception for custom-made products: The right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised. For this reason, such orders cannot be returned or refunded due to change of mind, incorrect customer choice, or refusal to accept delivery.

If a product is ready-made, non-personalised, and does not fall under a legal exception, the right of withdrawal applies according to applicable legislation.

Products must be returned in their original condition, unused, undamaged, and unaltered, with their original packaging and accompanying items, where applicable.

11. Defective, incorrect, or non-conforming products

The exception from the right of withdrawal for custom-made products does not limit the customer’s legal rights in case of a defective, incorrect, or non-conforming product.

If you receive a product that is defective, damaged, or does not correspond to your confirmed order, please contact us at info@neoathens.com within a reasonable time after delivery, providing:

order number,
description of the issue,
photos of the product and packaging,
contact details.

After reviewing the request, and where the issue is confirmed and is not due to incorrect information or instructions provided by the customer, we may offer a replacement, repair, remake, or another lawful solution, depending on the case.

12. Customer responsibility for customisation

The customer is responsible for the accuracy of all information submitted, including text, names, numbers, dates, logos, files, dimensions, colour choices, or any other instruction.

Neo Athens is not responsible for mistakes resulting from incorrect, incomplete, or inaccurate information provided or approved by the customer.

13. Intellectual property and customer files

If the customer sends logos, images, designs, text, or other files for use on a product, the customer confirms that they have the right to use them and that their use does not infringe the rights of any third party.

Neo Athens is not responsible for any third-party claims arising from material provided by the customer.

14. Limitation of liability

Neo Athens makes every reasonable effort to ensure the proper operation of the website and the accurate presentation of products. However, we do not guarantee that the website will operate uninterrupted or error-free.

We are not responsible for delays or inability to fulfil an order caused by force majeure events, strikes, courier or transport delays, technical issues, material shortages, or circumstances outside our reasonable control.

15. Personal data

Personal data is processed according to the website’s Privacy Policy & Cookies Policy. Please read the relevant page for more information about the data we collect, the purposes of processing, cookies, and your rights.

16. Changes to these terms

Neo Athens reserves the right to update these terms when required for legal compliance, changes to services, or changes to the operation of the e-shop.

Updated terms apply from the moment they are published on this page.

17. Governing law

These terms are governed by Greek law. Any dispute arising from the use of the website or orders through the online store shall be handled by the competent courts, according to applicable legislation.