Refund policy
This is a translation for your information. Only the German version is authoritative and valid.
Returns & exchanges – explained openly
In short, and honestly: When you buy in an online shop or in a store, there is no statutory right of withdrawal or return in Switzerland – every business may set its own rules here (as explained on the official portal ch.ch; special cases governed separately by law, such as doorstep and telephone sales, remain reserved). We have nevertheless decided to offer a voluntary right of exchange – with clear conditions that we would like not only to state here, but also to explain.
What applies with us
• Voluntary exchange within 7 days of receipt – for unopened, unused goods in their original packaging and with proof of purchase.
• Settlement is made by replacement delivery or shop credit (no cash payout).
• For every accepted return, we deduct a restocking fee (see below for the calculation). Shipping and postage costs are not refunded; the return shipment is at your expense and risk.
• Cancellation before dispatch: A charge of 3% of the order value + CHF 0.30 applies – this flat fee is based on the fees that payment service providers charge us and never refund. For goods ordered specifically for you, any loss in value may also be charged.
• Excluded from exchange are, among others, electrical appliances, coffee and food, personalised, opened or reduced items, and vouchers.
All of this is set out in a binding and complete manner in our Terms and Conditions, clauses 8 and 10. Important: defective or faulty goods are a different matter – your statutory warranty rights under clause 9 of the Terms and Conditions apply there, and no restocking fee is charged (details, including flat inspection fees for unjustified complaints, in clause 9).
How the restocking fee is calculated
• Goods value up to and including CHF 200: 15% of the goods value.
• Goods value over CHF 200: 3% of the goods value + CHF 0.30 (payment fees) + a flat rate for the shipping costs of the original delivery based on parcel weight – but no more than 15% of the goods value in total:
|
Parcel weight |
Flat rate |
|
up to 2 kg |
CHF 12.00 |
|
over 2 to 5 kg |
CHF 14.00 |
|
over 5 to 10 kg |
CHF 25.00 |
|
over 10 to 30 kg |
CHF 40.00 |
|
over 30 kg |
CHF 100.00 |
Two examples: A tamper for CHF 120 → fee CHF 18.00 (15%). A hand grinder for CHF 350 in a 2.5 kg parcel → fee CHF 10.50 + 0.30 + 14.00 = CHF 24.80. Above CHF 200, we therefore only charge our actual costs – payment fees and shipping, never more than 15%. The working time for inspecting and restocking is then on us.
Why a restocking fee at all?
Because we have to do our sums honestly. The big online retailers can cross-subsidise “free returns” with capital that we, as a small Swiss company, simply do not have. What an order and its return actually cost us:
• When shipping: We pay for the collection of the parcels, the transport and the shipping box – plus wages, storage space and electricity.
• While the goods are with you: We cannot offer them to anyone else – the product is blocked and the capital tied up.
• When they come back: We inspect them by hand, enter them back into our stock and sort them back into the warehouse. That is real working time from real people.
• And the payment fees: Payment service providers keep around 3% + CHF 0.30 of every payment – even if the goods come back or the order is cancelled. These fees are never refunded to us. The corresponding component of our fee is based on this order of magnitude. (As of: July 2026)
If we offered returns “free of charge”, we would have to hide these costs in our prices – for everyone, including the large majority who never send anything back. We would find that unfair. We charge this fee purely out of necessity, to cover our costs – not to make a profit from it. This is the only way we can continue to offer you this large selection, which is exceptional for Switzerland.
The best exchange is the one that is never needed
Many of our products can be seen, touched and compared in person in Zürich and, in some cases, in Bern – before you buy. Visit our showroom or book a consultation appointment: we take the time needed until the right product is found. And if you are unsure before ordering, simply write to us at [email protected]. Honest advice costs you nothing – a return, unfortunately, does.
As of: July 2026 · Our Terms and Conditions are authoritative.
