TThank you for shopping with Cultural Memory. Our shop offers both physical and digital products connected to local history, collective memory, cultural heritage and public history projects.
This policy explains how refunds, returns and cancellations work for our physical and digital products.
- Physical Products
Physical products may include printed publications, maps, postcards, posters, notebooks, tote bags and other physical items.
Right of Withdrawal
If you are a consumer purchasing from the European Union, you have the right to withdraw from your purchase within 14 days from the day you receive the product, without giving any reason.
To exercise your right of withdrawal, you must contact us within this 14-day period by email at:
Email: cmchania@gmail.com
Subject: Return Request – [Order Number]
Please include your full name, order number, email used for the purchase and the product you wish to return.
Return Conditions
To be eligible for a return, the product must be:
unused;
in its original condition;
in its original packaging, where applicable;
returned with any accompanying material.
We reserve the right to refuse a refund if the product is returned damaged, used, incomplete or not in a resalable condition, unless the item was faulty when received.
Return Shipping Costs
Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of return shipping.
We recommend using a tracked shipping method, as we cannot be responsible for returned items that are lost in transit.
Refunds for Physical Products
Once we receive and inspect the returned product, we will notify you whether your refund has been approved.
If approved, the refund will be processed through the original payment method. The refund will include the cost of the returned product and the standard delivery cost, where applicable. Additional costs for express or premium shipping options are not refundable.
We may withhold the refund until we receive the returned product or proof that the product has been sent back.
Damaged, Faulty or Incorrect Products
If you receive a damaged, faulty or incorrect product, please contact us as soon as possible at:
Email: [insert email]
Please include your order number, a short description of the issue and photos of the product and packaging.
If the issue is confirmed, we may offer a replacement, repair, refund or another suitable solution.
- Digital Products
Digital products may include self-guided tours, downloadable guides, digital maps, e-books, educational material, online resources and other digital content.
Digital Product Delivery
Digital products are usually delivered immediately after purchase through a download link, email, website access page or another digital delivery method.
Please make sure that the email address you provide at checkout is correct.
Refunds for Digital Products
Due to the nature of digital products, all sales are generally considered final once the digital product has been delivered, downloaded, opened, accessed or made available to you.
By purchasing a digital product and requesting immediate access, you agree that the delivery of the digital content begins immediately. You also acknowledge that, once access to the digital content has started, you lose your right of withdrawal.
When We May Offer a Refund for Digital Products
We may offer a refund, replacement or alternative access in the following cases:
you were charged more than once for the same product;
you did not receive access to the product due to a technical issue on our side;
the download link or access link does not work and we are unable to fix the issue;
you purchased the wrong product by mistake and have not yet downloaded, opened or accessed it;
the product is substantially different from its description.
Refund requests for digital products are reviewed case by case.
Non-Refundable Digital Products
We usually cannot offer refunds when:
the digital product has already been downloaded, opened, streamed or accessed;
the customer changes their mind after receiving access;
the customer no longer needs the product;
the customer expected a different format that was not included in the product description;
the issue is caused by the customer’s device, software, internet connection, email settings or lack of compatible software.
- How to Request Support or a Refund
To request support, a return or a refund review, please contact us at:
Email: cmchania@gmail.com
Subject: Refund / Return Request – [Order Number]
Please include:
your full name;
order number;
email used for the purchase;
the product purchased;
a short description of the issue.
We aim to respond within [insert timeframe, e.g. 5 working days].
- Approved Refunds
If a refund is approved, it will be processed through the original payment method. The time required for the amount to appear in your account may depend on your bank or payment provider.
- Contact
For any questions about this policy, please contact us at:
Cultural Memory
Email: cmchania@gmail.com
Website: culturalmemory.gr
This policy does not affect any statutory rights you may have under applicable consumer protection law.
Need help?
Contact us at {email} for questions related to refunds and returns.