CANCELLATION AND RETURNS POLICY

The company under the distinctive title Seanturion ΟΜΟΡΡΥΘΜΗ ΕΤΑΙΡΕΙΑ (hereinafter the “Company”), supporting modern digital service delivery, gives you the possibility to be immediately and thoroughly informed about its telematics products, sensors and monitoring services through its website and platform.

This Cancellations & Returns Policy defines the terms and procedures applied by the Company for the purchase, shipment, return or cancellation of physical products (such as tracking devices, sensors, cables and accessories), as well as for the management of subscription services on the Seanturion platform (SaaS, data packages, alerts, reports, support).

The policy applies to private customers (B2C) and professional/corporate customers (B2B) in Greece, Cyprus and Italy.

Order Cancellations

The customer may cancel their order before the products are dispatched, without any charge. If the order has already been dispatched, the cancellation is treated as a return/withdrawal, in accordance with the relevant procedures and return costs.

For made-to-order products or products with special technical characteristics, cancellation is only possible provided that the product has not yet entered production or configuration.

Shipments

Shipments are carried out within the specified timeframes, as determined by the cooperating courier or transport companies. Delivery times may vary depending on the destination country, product availability and any customs clearance procedures.

For shipments within the European Union as well as shipments outside the EU, the applicable delivery and transit times of the respective transport partners apply.

Shipping costs are calculated upon completion of the order. For shipments within the EU, standard transport charges apply, while for shipments outside the EU, additional costs may arise, such as customs charges, duties or import taxes, which are borne exclusively by the customer.

The customer receives the products at the address declared when placing the order. The Company is not liable for delays due to third parties, such as courier companies, customs authorities or unforeseen natural events.

Invoicing of Products and Services

The issuance of receipts, invoices, VAT and other statutory charges is carried out in accordance with applicable legislation. The relevant documents are issued electronically and sent to the customer via email and/or through their account on the platform.

Returns of Defective Products

If it is established that the equipment (telematics devices, sensors or other hardware) has a manufacturing defect, and provided that this is confirmed by an authorised repair centre or by the Company itself (which provides the warranty of good operation), the following apply:

1. Return of Product
   The product is returned for repair or replacement in its full packaging, with all accompanying documents (such as Delivery Note, Retail Receipt or Invoice), as well as all accessories (cables, sensors, brackets, manuals). If the defect is identified at a later stage, the return of the product is accepted even without the original packaging, provided that the defect is real and confirmed by the supplier.
2. Method of Return
   The return can be made via a cooperating transport company or courier. For returns via courier, the customer bears the shipping costs to the Company, while the Company covers the shipping cost of the replaced or repaired product back to the customer.
3. Product Inspection
   After receipt, the Company carries out a technical inspection to verify the defect and informs the customer of the results. If the defect is confirmed, the product is repaired or replaced. If repair is not possible within a reasonable time and no product with equivalent or superior characteristics is available, the transaction is cancelled and the purchase price is refunded.

If no defect is found, the product is returned to the customer, who bears the shipping costs.

4. Refunds
   The refund is made using the same method of payment used in the original purchase:
   • Credit Card (Visa/Mastercard, PayPal, Viva):
     The Company notifies the issuing bank of the reversal, without any responsibility for the time required to complete it. The refund follows the same charging method (lump sum or instalments).
   • Cash or Cash on Delivery:
     The refund is made at the store or via bank transfer.
   • Bank Transfer:
     The refund is made by reverse transfer to the customer’s bank account as stated in the order.

The Company is not responsible for delays due to banking procedures.

5. Damaged or Incomplete Products
   If products are returned damaged, incomplete or without the necessary accessories, the Company reserves the right to seek compensation depending on the nature and extent of the damage.

This compensation may be effected via partial or full set-off against the amount owed to the customer.

6. Time for Replacement/Repair
   The process of inspection and replacement or repair is usually completed within a reasonable time from the date of receipt of the product.

In cases where a spare part is required from a supplier outside the EU, the time may be extended, with the customer being duly informed.

Returns of Products Considered Defective on Delivery (DOA)

The return of products considered defective on delivery (DOA – Dead on Arrival) is accepted within fourteen (14) calendar days from the date of receipt by the customer.

This procedure applies to products such as telematics devices, sensors, tracking units, accessories or other electronic components supplied by the Company which exhibit malfunction or failure during their initial activation or installation. Specifically:

1. Product Inspection
   The product is received by the Company or an authorised technical partner and is subjected to a technical inspection to confirm the reported defect.
2. Replacement or Refund
   If it is confirmed that the product is defective on delivery, it is immediately replaced with a new, identical product. If an identical product is not available, it is replaced with a product of equivalent or superior characteristics and value.

If the customer does not wish a replacement, a refund of the purchase amount is made using the same payment method used initially (credit card, bank transfer, cash or cash on delivery).

3. Shipping Costs
   The shipping and return costs for the DOA product, as well as the shipping costs of the replacement product, are borne exclusively by the Company.
4. Damaged or Incomplete Products
   If products are returned damaged, incomplete or without all necessary accessories, the Company reserves the right to seek compensation according to the nature and extent of the damage. This compensation may be effected via partial or full set-off against the amount refunded to the customer.
5. High-Tech Equipment
   For telematics products, sensors, tracking devices or data modules that require technical diagnosis, the Company may request an inspection or report from an authorised technical service centre, accompanied by written confirmation that the issue is a manufacturing defect and not damage due to use.

Only after such confirmation is received is the product characterised as DOA and the replacement or refund process carried out.

6. Time for Replacement/Repair
   The process of inspection and replacement is generally completed within a reasonable time from the date of receipt of the product.

If a spare part or technical diagnosis is required from a supplier outside the EU, the Company will inform the customer about any additional time that may be needed.

Before returning any product, the customer must follow the RMA (Return Material Authorization) procedure by submitting a relevant request through the platform or by email. After the request is recorded, the Company issues an RMA number and provides instructions for returning the product.

Without a valid RMA number, the return cannot be recorded or approved.

Return of Non-Defective Products – Right of Withdrawal Without Cause

The customer has the right to withdraw from the purchase contract within 14 calendar days from:

• the conclusion of the contract, in the case of services (e.g. SaaS subscriptions), or
• the receipt of the product, in the case of physical equipment (such as telematics devices, trackers, sensors, accessories, cables).

In the case of an order of multiple products, the period begins from delivery of the last product, or, in the case of regular delivery, from the delivery of the first item.

Withdrawal is without cause and without any charge, subject to the following conditions:

1. Return of Products
   The customer must return the product in the condition in which it was received, i.e. without damage or signs of use, with all accessories, cables, manuals, documentation, the full original packaging and accompanied by the necessary purchase documents (Retail Receipt, Invoice, Delivery Note).

The cost of return is borne exclusively by the customer.

The return is accepted only after the customer has settled any shipping costs incurred by the Company for the initial delivery.

2. Refunds
   The Company refunds the amount paid by the customer within 14 days from receipt and inspection of the returned product, or from receipt of the withdrawal declaration in the case of services.

The refund is made using the same payment method used originally (credit/debit card, cash, cash on delivery). The Company is not obliged to refund any additional delivery costs (e.g. faster or special shipping) beyond the basic shipping cost.

3. Use of Products
   The customer is entitled to inspect the product as they would in a physical store, solely in order to determine its nature, characteristics and functioning.

If use beyond the necessary testing is established, activation of the device, installation or wear and tear, the product is considered used and its value is reduced. This reduction is assessed case-by-case by the Company and may range from 20%–30% of the initial value, depending on the level of wear or use.

4. Subscriptions and Services
   Subscriptions are charged monthly, semi-annually or annually, depending on the selected package, starting from the date of activation of the service. A trial period of 8 days is provided, during which the customer may cancel without charge.

The customer may request termination of the subscription at any time; however, no refund is provided for the remaining period, and access to the platform and its functions (monitoring, alerts, reports) is terminated at the end of the current billing cycle. Subscriptions are renewed on a prepaid basis for the next period (month, semester or year), unless cancellation is declared before expiry.

There are no additional or variable charges for data usage via SIM, as all usage is included in the prepaid package at no extra cost.

If part of the service has already been provided — such as subscription activation, access to the platform or transmission of data/alerts — the customer is required to pay the proportional amount for the period or level of service used.

After the end of the 8-day trial period, withdrawal is no longer possible and no refund is provided for any unused subscription period.

5. Damaged or Incomplete Products
   If products are returned damaged, incomplete or without all accessories and packaging, the Company reserves the right to reject the withdrawal or to claim compensation for the reduction in value, via partial or full set-off against the refund amount.

To exercise the right of withdrawal, the customer must follow the RMA (Return Material Authorization) procedure by submitting a request through the platform or by email. After recording the request, the Company issues an RMA number and provides instructions for returning the product.

Without a valid RMA number, withdrawal and the corresponding return of the product cannot be recorded or approved.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

1. SaaS Service Contracts
   No right of withdrawal is provided after full provision of the service or after account activation, where execution has begun with the customer’s explicit consent and acknowledgment that, once execution begins, they lose their right of withdrawal.

The same applies in cases of subscription activation, access to the dashboard or use of platform functions (e.g. mobile app).

2. Physical Products or Equipment with Customised or Special Settings
   No withdrawal is allowed for products that have been manufactured, assembled or configured specifically according to the customer’s requirements, such as customised sensors, equipment tailored to SaaS service or special hardware packages.
3. Contracts Including Technical Support or On-Site Installation/Maintenance
   No right of withdrawal is provided for services already performed, such as installation, maintenance or technical support carried out at the customer’s request. If additional services or products beyond those originally agreed are provided, the right of withdrawal applies only to those additional elements.
4. Sealed Software Products or Digital Content
   No withdrawal is allowed for physical products that have been used beyond simple testing to determine their nature, characteristics and functioning, or for products/software that have been activated, unsealed or linked to a user account.

Safe Products – Warranty Terms

All products and equipment supplied by the Company are durable goods, manufactured in accordance with applicable safety standards and accompanied by the required conformity certifications for safe and reliable operation. The equipment is provided with written instructions for use and a reasonable warranty of good operation, in Greek.

1. Warranty Period
   The warranty period is defined as follows:
   • Consumers (B2C): Twenty-four (24) months, in accordance with European consumer protection legislation.
   • Professionals / Corporate Customers (B2B): Twelve (12) months, unless a different period is stipulated in the contract or purchase invoice.

The warranty period for equipment or services runs from the date of purchase or activation. The warranty covers free restoration of faults or malfunctions that fall within its terms, according to the manufacturer’s or provider’s policy.

After expiry of the warranty period, repair or replacement may be carried out at an additional cost, subject to agreement with the customer.

2. Conditions of Application
   Free repair or replacement is provided only if all of the following conditions are met:
   • There is a valid proof of purchase or active service contract.
   • The equipment identification details (e.g. serial number) have not been altered.
   • The damage is not expressly excluded from the warranty terms, according to the manufacturer’s or provider’s documentation.
   • The equipment has been used in accordance with the instructions for use and within the specified operating limits.
3. Warranty Exclusions
   The warranty does not cover and the right to free replacement does not apply in the following cases:
   • Wear or damage resulting from incorrect use, poor installation or repair by unauthorised technicians.
   • Use in unsuitable environmental conditions, such as excessive humidity, very high or very low temperatures.
   • Alteration or removal of serial numbers, security stickers or warranty labels.
   • Modification of software or firmware without the Company’s approval.

To activate the warranty, the customer must follow the RMA (Return Material Authorization) procedure by submitting a relevant request through the platform or by email. After the request is recorded, the Company issues an RMA number and proceeds to a technical inspection of the equipment or service via authorised staff or partners.

If a fault covered by the warranty is confirmed, the Company proceeds with repair or replacement of the equipment or restoration of the service, in accordance with the warranty terms.