Complaints Policy
Last updated: March 2026
1. Purpose
Snapium (GEMI No.: 145744403000) treats every complaint with seriousness and professionalism. This policy describes the process for submitting and resolving complaints.
2. Submitting a Complaint
You can submit a complaint via:
- Email: legal@snapium.gr
- Phone: +30 210 4404411
- Contact form: Contact page
Information we need
- Full name and contact details
- Order number (if applicable)
- Description of the issue
- Desired resolution
3. Resolution Process
- Receipt (Day 0): You receive acknowledgment within 24 hours
- Assessment (1-3 days): We review the complaint and request any additional information
- Response (3-5 days): We inform you of the proposed solution
- Resolution (5-10 days): We implement the agreed solution
- Confirmation: We follow up to ensure you are satisfied
4. Resolution Options
Depending on the nature of the complaint, we may offer:
- Free revisions/corrections
- Product re-shoot
- Partial or full refund
- Discount on future orders
5. Escalation
If you are not satisfied with the response:
- Request escalation to management via legal@snapium.gr
- Management will review the complaint within 5 business days
- If we cannot reach an agreement, you may refer to the General Secretariat of Commerce or the competent courts
6. Confidentiality
All complaints are treated confidentially. Your personal data is protected in accordance with our Privacy Policy.