Terms & conditions

Last Updated: July 19, 2025

By accessing, browsing, or placing an order through this website, the user unreservedly accepts these Terms of Use.

The website www.mastic.gr is owned by the company:

ANEMOS – Benetos – Galatoulas G.P.
Karfas, P.O. Box 170, Chios 82100, Greece
VAT: 800311547 | Tax Office: CHIOS
Tel.: +30 22710 22666 | Email: [email protected]

📌 Translated version

This version of the Terms of Use has been drafted in Greek and constitutes the only official and legally binding version.

Any translated versions are provided solely for the convenience of international users and shall not prevail over the Greek version in the event of any inconsistency or interpretative discrepancy.

The user of the online store is obliged to use it in accordance with the provisions of Greek, European, and international law, as well as accepted principles of morality.

Obligation to Provide Accurate Information

By using the website, especially when placing an order or submitting a message via the contact forms, the user solemnly declares that:

• All provided information is accurate, complete, and correct.
• The following fields have been filled out carefully and responsibly: first name, last name, country, city, address, postal code, telephone, email, and any other required data.

Legality of Use

The user agrees not to use the website:

• for illegal or malicious purposes,
• for actions that violate the rights of third parties or applicable legislation,
• or in any way that may damage the functionality of the website or the experience of other users.

Malicious Use – Consequences

The user understands that:

• Malicious or abusive use of the website may lead to immediate termination of access to the provided services, without prior notice.
• The company and its representatives are not liable for any damage caused to the user by malicious acts of third parties, provided there is no fault on the part of the company.

Account creation is optional. The user may register either:

• via the “My Account” page, or
•  during the checkout process.

Access is granted through email and password. The user bears full responsibility for the security of their login credentials.

The company complies with the General Data Protection Regulation (GDPR). For more details, refer to the Privacy Policy.

Use of the website implies acceptance of the Cookies Policy.

The company prioritizes the security of customers’ online transactions.

Encryption & Data Protection

All transactions are conducted via secure SSL (Secure Socket Layer) connection, ensuring encryption and protection of personal data during transmission.

Payments via Bank or PayPal

Payments made by credit or debit card are processed exclusively through Alpha Bank, in the bank’s own secure payment environment (redirect). The company neither has access to nor stores card details.
Payment via PayPal is also supported and carried out directly on the platform’s secure system, independently of our website.

Security Disclaimer

The company makes every reasonable effort to ensure the secure operation of the website and the protection of transactions. However:

• It shall not be held liable for damages or losses arising from malicious actions of third parties, security breaches in the systems of third-party payment providers (e.g., banking institutions or PayPal), or
• from technical malfunctions of the internet or the user’s equipment.

Payments via banks or third-party providers are made in independent and secure environments, for which the respective provider bears sole responsibility.

Protecting users and their data is a fundamental priority of the company.

The company makes every possible effort to ensure that the products displayed in the online store are represented as accurately as possible, both through descriptions and photographs. The objective is to provide complete, realistic, and reliable information to the visitor/user.

Inaccuracies & Deviations

Despite diligent care in listing products, the following may occur:

• Typographical or technical errors,
• Numerical inaccuracies (in prices, quantities, etc.),
• Incomplete or incorrect information,
• Minor deviations in product display or color.

The above do not constitute fraud or misleading practices and are corrected as soon as identified.

Photographic Representation

Due to differences:

• in screen brightness and resolution settings, or
• in packaging modifications by suppliers,

some products may differ slightly in appearance from the final physical product.

Content Modifications

The company reserves the right to modify, update, or improve product descriptions and characteristics without prior notice. Product descriptions are indicative and do not contractually bind the company.

Prices & Offers

Product prices, offers, and features may be changed at any time without prior notice.

Prices include VAT. Available payment methods are described in the Payment Policy.

Prices, as well as any discounts or offers displayed on the website, may change at any time without prior notice. While the company strives to ensure prices are accurate and up to date, it cannot guarantee real-time accuracy in the event of technical issues or typographical errors.

8a. International Shipments (Outside Greece)

International orders are dispatched either:

• by air mail, or
• via DHL or UPS courier.
  (See more in the Shipping & Delivery section.)

Key information:

• Orders are not dispatched unless fully paid.
• Orders are usually shipped the same day (if placed early in the morning) or the next business day.
• During peak periods (December 1–January 10, August 10–25, and Black Friday), small delays may occur due to high volume.

Local Specifics
The company is based on the island of Chios, which may lead to 1–2 day delays in case there are severe weather conditions.
Additionally, as DHL and UPS do not have a physical presence in Chios, parcels are initially forwarded via a local courier to their central hubs, which causes a delay of a couple of business days (compared to shipments from Athens or Thessaloniki).

8b. Customs & Imports for countries OUTSIDE GREECE

Before placing an order, please check:

• Whether the products are permitted in your country,
• Whether customs duties, special documents, or import licenses are required,
• What the value thresholds (if any) are for duty-free clearance.

The company bears no responsibility for:

• Customs duties, clearance fees, or other charges imposed by the customs in the destination country,
• Delays caused by the customs of the destination country,
• Products that are not permitted for import, or require special procedures /certification, licences etc.
• Parcels returned or destroyed due to customs restrictions—costs are borne exclusively by the customer.

Notes:

• The shipping cost you pay, covers only the transport it does not include duties, fees, or additional charges.
• Detailed tracking is available only for DHL and UPS shipments.
• For airmail shipments to other countries, tracking may be limited.
• Very delayed or lost parcels via Hellenic Post (air mail) requires a written search appliacation by us to the Hellenic post, which may take 40–70 days to process. Such an application may only be submitted if the delay exceeds 45 days.
• If your address is considered remote or hard-to-reach by the courier, an additional charge may apply, calculated automatically during checkout.

8c. Domestic Shipments (Within Greece)

The company collaborates with a courier service to ensure:

• Lower cost, and
• Faster delivery compared to regular post.

Shipping Time:

• 98.7% of orders are dispatched within 1 business day if placed by 13:00 (or by 11:00 AM on Saturdays).
• In rare cases of delay exceeding 1 business day, you will be informed promptly—unless the order was inadvertently omitted due to an internal or technical reason, in which case you may choose to:
  • wait for shipment, or
  • cancel the order.

Estimated Delivery Times:

• Attica: 1–3 business days
• Rest of Greece: 2–4 business days
• Remote areas: 3–7 business days

Note: Deliveries take place Monday to Friday. Delays may occur during strikes, or extreme weather conditions.

Important Instructions:

• Signature is required upon delivery—someone must be present at the address.
• After one or two failed delivery attempts, the parcel is returned to the company. Reshipping will be charged, even if the original shipment was free.
• You will receive an email with the tracking number to monitor the shipment.
• Orders paid via bank transfer are dispatched only when your payment appears on our bank account
• A contact telephone number (preferably both mobile and landline) must be provided.
• For cash-on-delivery orders, new customers are contacted for confirmation. If no response is received within 1–2 days, the order is canceled.
• Even if you do not choose cash on delivery, you must provide a valid contact number (available from 9:00–15:30) so the courier or company can reach you in case of delivery issues.

Product Condition & Packaging:
All products are shipped in excellent condition and secure packaging. If the parcel appears damaged upon delivery, do not accept it and immediately notify the courier.

Shipping Cost:

• Calculated automatically at checkout.
• In the event of technical error, the company may contact you to confirm the cost (whether in your favor or not).

Free Shipping:

• Free shipping is offered to Greek addresses for orders over €39. See more in the Shipping Policy.

Right to Refuse Sale:
The company reserves the right to refuse sale in cases of serious reason.

The customer has the right to withdraw from the purchase within 14 calendar days from the date of purchase, in accordance with applicable consumer protection legislation.

Return Conditions

Products must be returned unused, in excellent condition and in their original, sealed packaging.

Returns are not accepted for:

• Products that have been opened, or used (e.g., dietary supplements),
• Perishable natural products such as Chios mastic gum, which may deteriorate due to temperature during transport, especially in summer months.

The customer acknowledges and accepts this risk upon purchase, and the company bears no liability for such deterioration unless it is proven that the product was sent defective, or damaged due to the fault of the company.

Return Procedure

Returns are accepted only after prior communication with the company.

In the event of a defective, or incorrect product, the company:

• Covers the return shipping costs,
• Resends the correct product free of charge.

In the event: that you changed your mind:

• Return shipping costs are borne by the customer.
• Provided the product is returned in excellent condition and in its original packaging, the customer may choose:
  • Replacement with another product of equal value, or
  • Refund.
• The cost of reshipping is borne by the customer.

Deadline

Returns are accepted within 14 days from the date of purchase.

If a parcel is not delivered due to incorrect, incomplete, or insufficient recipient details (e.g., inaccurate address, incomplete name, wrong phone number, or lack of response from the recipient), the following applies:

Return Process

The parcel is returned to the sender after 2–3 two failed delivery attempts, or upon expiration of the pickup deadline from the courier’s office.

Our company is not liable for failed delivery due to:

• Failure to respond to courier calls or messages,
• Failure to receive the parcel by the recipient personally or unauthorized collection by third party,
• Incorrect, vague, or incomplete contact or address information.

Return & Reshipping Costs

If the incorrect information was submitted by the customer during checkout, the return and reshipping costs are entirely the customer’s responsibility.

Provided the product is returned unused, intact and sealed, the customer may:

• Request a refund for the product value only (excluding original shipping costs), or
• Request reshipment, which will occur only after the new shipping fees are paid.

Guidelines for Proper Delivery

To avoid delays or returns, please:

• Carefully verify recipient details during checkout,
• Provide at least one valid mobile phone number, and if possible, an alternative contact method,
• Keep in mind that couriers send SMS notifications regarding delivery progress, so an accurate mobile number is essential.

Shipments via DHL / UPS

If a parcel is not delivered and is returned by DHL or UPS (due to the high cost of return, which may be up to five times the original shipping fee), the following applies:  If you wish to have the parcel resent, you must repay the new shipping fees.

If a parcel is destroyed (instead of being returned to us -due to high cost of return) :  If you wish to have the parcel resent, you must repay both the value of the goods and the new shipping fees.

Shipments via Postal Service (Air Mail)

Parcels shipped by post may be returned to us in the following cases:

• The recipient was absent so the parcel was not delivered,
• The recipient refused delivery,
• The address details, or the name of the recipient was incorrect, or incomplete,
• The products were rejected by customs authorities,
• The recipient was notified to go to his local post office to pick up the parcel, but failed to do so,
• The recipient did not pay any custom’s duties imposed in his country
• Any other reason resulting in non-delivery.

In such cases:

• If you wish to have the parcel resent, this will occur only after we receive the returned parcel and after payment of the new shipping costs.
• If you request a refund, only the product value will be refunded—excluding original and return shipping fees—provided the products are intact, unused, and sealed in their original packaging.
• This policy does not apply to cases of lost parcels (which is extremely rare).

Disclaimer

The company is not liable for undelivered parcels when the cause is:

• Failure of the recipient to respond to notifications (email, SMS, phone calls),
• Incomplete, or incorrect shipping details,
• Refusal to receive the parcel by the recipient.

Recommendations for Successful Delivery

To avoid issues, we recommend:

• Providing a valid mobile phone number and valid email address during checkout,
• Monitoring often the shipment progress using the tracking link provided,
• Responding promptly to courier notifications.

International couriers (DHL, UPS) usually send SMS or emails with estimated delivery dates and times.

Through our online store, you may submit product reviews. By submitting your review, you agree to the following terms:

Content & User Conduct

The content of the review is your personal opinion and original creation. It must not infringe upon the rights of third parties.

It is prohibited to post:

• Abusive, offensive, racist, or religiously charged comments,
• References to illegal activities,
• Personal data of third parties (emails, phone numbers, addresses),
• Links to competing stores, or malicious websites,
• Repetitive, or identical comments (spam),
• Content relating to pricing, or pricing policies,
• Misleading, false, or defamatory information.

Review Format

Please avoid using “Greeklish”, or special characters / letters of your language (except Greek or English because our system can not recognized them

Rights & Responsibility

By submitting a review:

• You grant our company full rights to use the content without your full name (including, without limitation: copying, editing, translating, publishing, or deleting), without any right to compensation.
• You acknowledge that you are solely responsible for the content of your review.
• You accept that the company reserves the right to:
  • Reject or delete any review that violates these terms,
  • Edit or remove reviews at its discretion.

Communication

By submitting your review and providing your email, you consent to being contacted by the company regarding your review, if deemed necessary.

Editing or Deletion

The company does not guarantee that users will have the ability to edit, or delete their reviews after publication.

The company sends informational, or promotional emails only with the user’s explicit consent.

Usually, 1 to 3 newsletters are sent per year, however,  more emails may be sent (if necessary) to inform them about:

• New products,
• Promotions,
• Significant developments, or changes in company policy.

The user may unsubscribe at any time from the mailing list via the relevant link, or by contacting the company.

To complete your order, providing a valid email address is mandatory.

Use of Email
Your email is used exclusively for:

• Sending an automatic order confirmation with all order details,
• Shipping notifications, including the tracking number and delivery details.

If you do not receive the above emails:

• Check your Spam/Junk folder,
• Ensure you entered the correct email address during checkout.

Your email will never be used for advertising or promotional purposes without your explicit consent (see also the Newsletters section).

Use of Telephone
The telephone number you provide will be used exclusively:

• To confirm or resolve issues related to your order,
• For immediate communication in case of delivery problems.

Courier Communication
Our cooperating courier services may send you SMS messages with information about the status and estimated delivery time of your shipment.

This website uses:

• Google reCAPTCHA to protect against automated submissions (bots) and to secure contact and order forms,
• Google Maps to visually display the business location and facilitate user navigation.

These services are governed by Google’s Privacy Policy and Terms of Service, which the visitor/user agrees to by using the website.

The company makes every effort to ensure that the products available through the online store are presented with maximum accuracy in terms of photographs, descriptions, prices, and technical specifications.

Nevertheless, the website may contain errors or omissions such as:

• Typographical mistakes,
• Incorrect prices or descriptions,
• Product images that may slightly differ from reality.

Therefore:

• The company does not guarantee the absolute accuracy, completeness, or timeliness of the website’s information.
• The continuous, error-free operation of the website cannot be guaranteed, despite constant technical monitoring.
• The company is not liable, even in the case of negligence, for any damage or loss the user may suffer as a result of actions taken on their own initiative based on the website’s content.

System & Network Security
The company’s website cannot guarantee that its servers, or linked websites are entirely free of viruses or malicious software.

However, the company implements modern technical and organizational security measures to minimize such risks and protect website functionality and user data.

The company and its online store do not control the availability, content, quality, or data protection policies of other websites or online stores to which it refers via links, hyperlinks, or advertisements.

This includes—without limitation—links to:

• Social media platforms (e.g., Facebook, Instagram),
• Google Maps,
• External reviews (e.g., Google Reviews),
• Any other external site linked from our website for informational or service purposes.

Any issues arising from visiting these sites must be addressed directly with the respective websites, which bear full responsibility for their services.

The company does not, under any circumstances, accept or endorse the content or services of linked websites, nor does it imply any affiliation with them. These links are provided solely for user convenience and do not imply approval or acceptance of their content.

The company reserves the right to modify, update, add, or remove any part of the content, services, or these Terms of Use at any time and without prior notice.

Any changes to the Terms of Use or website content become effective immediately upon publication on this page.

Users are encouraged to regularly review the terms to stay informed about any updates. Continued use of the website constitutes acceptance of the current Terms of Use.

All content on this website, including but not limited to:

• Texts,
• Photos and images,
• Logos and trademarks,
• Structure, design, and layout,
• Graphics and visual elements,
• Website code and functionality,

is the intellectual and/or industrial property of the company and is protected by Greek and international law, particularly intellectual property, trademark, and unfair competition provisions.

Any reproduction, republication, modification, distribution, storage, or exploitation of the content in any form without the company’s prior written consent is strictly prohibited.

Non-compliance with these terms may result in legal consequences.

Any dispute that may arise from the use of this website or transactions with ANEMOS shall be subject to the exclusive jurisdiction of the Courts of Chios, Greece, where the company is headquartered.

This agreement is governed by:

• Greek law, and
• European Union law, as applicable.

If any provision of these Terms is found to be invalid or contrary to law, it shall automatically cease to be valid without affecting the validity of the remaining provisions, which shall remain fully enforceable.

ANEMOS has been active in the field of e-commerce since 1998, initially through a different website (1998–2003), and since 2003 continuously through this website.

Our many years of experience, combined with our commitment to quality and customer service, allow us to respond responsibly and consistently to the expectations of our customers.

If, during your visit to the website, you:

• encounter a technical problem,
• notice unclear or incorrect content, or
• experience a malfunction during the ordering process,

please contact us so we can immediately address the issue.

Your experience and satisfaction are our top priority.