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Returns Within the European Union (EU) - Private Customers/Consumers
You have the right to cancel this contract within 14 days without giving any reason. This cancellation period expires 14 days after the day you, or a third party other than the carrier, take physical possession of the goods. Customised or specially ordered products are strictly excluded from the right of return.
To exercise your right to cancel, you must inform us via a clear, unambiguous statement.
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Refunds: We will refund the payment received for the goods, including standard delivery costs (expedited services like FedEx or DHL courier rates are excluded). We will withhold reimbursement until we have received and inspected the returned goods.
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Packaging Damage: You are liable for any diminished value of the goods. If the original product packaging is returned unnecessarily destroyed or defaced beyond what was required to inspect the item, a deduction for replacement packaging will be applied.
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Shipping & Risk: You must send back the goods within 14 days of your cancellation notice. You must bear the direct cost of return shipping, transport insurance, and any Swiss import/customs clearance fees. The goods remain your full responsibility until they are safely received at our facility; we assume no risk for transit loss or damage.
Returns Outside the European Union (EU) and B2B within (EU)
We do not offer refunds for a change of mind on international orders outside the EU. If you purchased an item incorrectly, we may offer an exchange for an alternative product of similar value.
In exceptional cases where a refund is approved at our sole discretion, the following conditions apply:
- A 20% restocking fee will be deducted from the refund, unless there is an exchange of goods of equal or greater value.
- All original shipping costs, return import documentation fees, and return freight processing charges (typically 25 CHF) will be deducted.
- Return shipping costs must be fully paid by the customer.
Manufacturing Defects & Faults
If a product develops a manufacturing defect or fault within 30 days of receipt, please contact us immediately via our website form to report the issue.
Our remedy process prioritises the repair (rectification) or complete replacement of the faulty item at no cost to you. We will assess the defect and, at our discretion, arrange for a repair or ship an equivalent replacement product.
A refund will only be considered if a repair or replacement is technically impossible, cannot be fulfilled within a reasonable timeframe, or causes significant inconvenience. The goods must be securely packaged for return transit to prevent further damage.
Processing & Exchanges
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Inspection: Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund or exchange. Approved refunds are processed automatically to your original payment method within 2 business days.
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Late Refunds: If your refund is delayed, please check your bank account, contact your credit card issuer, and speak with your bank before reaching out to us, as financial institutions often require processing time.
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Initiating a Return: You must contact us via our website contact form before shipping any items back to receive the correct return address and instructions. All return shipments should use a tracked and insured service.
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