Return and Refund Policy B2C

This return and refund information is valid for Switzerland. 

Right to Return 

You have the right to return 14 days after the arrival of your order, without providing a reason. This return period starts on the day you, or a designated third party, take physical possession of the products.

For orders that include multiple shipments, the withdrawal period begins on the day the last item is received.

How to Return

To exercise your right to return, please notify us via email or by using the contact form on our website. Include your order number and details of the products you wish to return. You are responsible for returning the products within 14 days of notifying us of your withdrawal.

Condition of Returned Products

Only returns in NEW* condition can be returned.

*NEW = these are unopened products in their original packaging and products that have never been used. 

You are responsible for any reduction in the value of the products caused by handling them beyond what is necessary to establish their nature, characteristics, or functionality.

Return Shipping Costs

The return costs are the responsibility of the customer and must be paid to the shipping company. This applies both in case of change of mind or incorrect orders due to error of customer. You may choose the carrier of your choice. Please ensure the products are packed securely to avoid damage during return shipping.

For products that are damaged, defective, or incorrect due to our error, we will cover the return shipping costs.

Refund Process

Once we receive and inspect your returned items, we will process your refund within 14 business days. Refunds will be issued using the same payment method as the original transaction unless otherwise agreed.

Please note that refunds may be withheld until we have received the returned products or you provide proof of shipment.

Damaged or Defective Products

If you receive damaged or defective products, please notify us within five (5) business days of delivery, along with photos and a detailed description of the issue. We will verify the claim and offer a replacement, repair, or refund as appropriate. In case of a refund, it will be processed within 14 days after we receive the damaged goods.

Customized Products

Customized products are non-returnable and non-refundable, except in cases of manufacturing defects or errors made by us. Please review all customization details carefully before placing your order.

Replacement of Damaged or Incorrect Goods

If you receive incorrect or damaged products, we will arrange for a replacement at no additional cost. In these cases, we will cover all shipping costs associated with sending the replacement products.

Return Procedure

To return a product, follow these steps:

1. Contact our customer service team via email or the contact form on our website to obtain a return authorization.
2. Provide your order number, product description, and reason for the return.
3. If applicable, include photos and a detailed description of any defects.
4. Ship the product back to us using the carrier of your choice and retain proof of shipment.

Exclusions

• Products that are customized or made-to-order cannot be returned or refunded unless there is a manufacturing defect.
• Products that are returned without prior authorization may not be eligible for a refund.

For any further questions, please contact our customer service team.

We comply with all relevant laws regarding Returns and Refunds. We reserve the right to change our Return and Refund Policy to comply with local legal requirements. 

Return and Refund Policy (B2B)

This return and refund information is valid for Switzerland. 

1. Return Conditions

Returns are accepted under the following conditions:

• Visible Defects: The Purchaser must report any visible defects within five (5) business days of delivery. The report must include a detailed description of the defects along with photographs.

• Hidden Manufacturing Defects: Defects that are not immediately noticeable must be reported within five (5) business days of discovery, but no later than two (2) years from the delivery date. These defects are covered under the warranty terms outlined in Article 10: Warranty and Liability.

• Incorrect Products: If incorrect Products are delivered, the Purchaser must notify the Company within five (5) business days of delivery.

• Non-returnable Products: Customized Products are non-returnable and non-refundable, except in cases of manufacturing defects or errors made by the Company, as stated in Article 4.5 Terms of Service B2B.

2. Return Procedure

To return Products, the Purchaser must follow these steps:

1. Contact Customer Service: Reach out to the Company's customer service team to obtain a return authorization.

2. Provide Necessary Details: Supply the required information, including the order number, product description, and reason for the return.

3. Include Evidence: If applicable, provide detailed descriptions and photos of any defects.

4. Condition of Products: Products must be returned in their original packaging, unused, and in the same condition as received unless returning due to defects or incorrect items.

5. Follow Shipping Instructions: The Purchaser must follow the shipping instructions provided by the Company to return the Products.

3. Return Shipping Costs

• For Defective or Incorrect Products: If the return is due to a defect or error on the part of the Company, the return shipping costs from the Purchaser to the Company are the Company’s responsibility.

• For Other Returns: In other cases, such as returns due to reasons not related to defects or errors, return shipping costs are the responsibility of the Purchaser.

4. Refund and Replacement

• Verification: Once the returned Products are received, the Company will verify the defect or error.

• Resolution: If the return is due to a verified defect or error on the Company’s part, the Company will offer either a replacement or a refund, as appropriate. Refunds or replacements will be processed within a reasonable time, typically within 14 business days after the return is received and verified.

5. Complaints

• Hidden Manufacturing Defects: Complaints related to hidden manufacturing defects must be made by registered letter within five (5) business days of discovery, and no later than two (2) years after the delivery date.

• Required Documentation: Complaints must include sufficient evidence to substantiate the claim, such as photographs, a detailed description of the issue, and, if necessary, samples of the defective Products.

• Resolution of Complaints: The Company will assess the complaint and provide a response within ten (10) business days of receiving the claim and supporting documentation. Complaints will be handled in accordance with the warranty terms outlined in Article 10: Warranty and Liability in Terms of Service B2B.