Returns & refunds
We voluntarily grant a return right of 30 calendar days from in-store pickup, postmark, or delivery/receipt confirmation. If you cannot present this confirmation, the period starts from the shipping date of the order.
How to return an order
Start your return via our returns tool. The product must be returned in its original packaging, in like-new, unused condition, with all accessories.
What is excluded from the right of return?
- Orders placed by legal entities (companies)
- Missing or damaged original packaging, products with missing accessories
- Custom-made, personalized, or customer-configured items
- Food items
- Opened hygiene products and copyright-protected items (CDs, DVDs, books)
- Services and gift cards
- Discounted showroom/display items
- Sale items discounted by more than 30%
These exclusions do not apply to warranty claims for defects — see the "Reporting damage" article.
Return shipping costs
Return shipping costs are generally borne by the customer. If you organize the return yourself, you may choose your own carrier. If we organize the return for you, the following flat rates apply:
- Postal shipment/home pickup: CHF 12.–
- Logistics provider (parcels from 30 kg or from 1 × 0.6 × 0.6 m), packed curbside/at place of use: CHF 80.–
- Logistics provider, packed from the place of use: CHF 160.–
If the original packaging has been opened for undamaged, unused goods, a handling fee of at least 10% (min. CHF 10.–) applies.
How will I get my money back?
The refund, less all additional, delivery, and shipping costs, is issued as a credit to your customer account or as a store voucher, which can be used for future purchases. This deduction also applies in the event of unjustified refusal of delivery or a missed delivery appointment followed by cancellation.