Refund Policy

1. SwissClear's Role

SwissClear acts as an intermediary between the customer and the European supplier. As such, SwissClear makes every effort to facilitate the processing of return requests, but cannot be held responsible for the return conditions imposed by the supplier and cannot respond on behalf of the supplier.

The applicable return conditions are primarily those of the supplier from whom the product was purchased. SwissClear undertakes to forward any return request to the relevant supplier as soon as possible.

2. Right of Withdrawal

In accordance with Swiss law (CO Art. 40a et seq.) and applicable European regulations, the customer has 14 calendar days from receipt of the product to initiate a return request, without having to justify their decision.

3. Return Conditions

To be accepted, the return must meet the following conditions:

• The product must be returned in its original condition, unused and undamaged
• The product must be in its original packaging, with all accessories and documents included
• The product must not have been personalised or unsealed (for products subject to hygiene conditions)
• The return request must be initiated within 14 days of receipt

4. Non-Returnable Products

Certain products cannot be returned:

• Personalised or custom-made products
• Perishable products or products with a short expiry date
• Unsealed products relating to hygiene or health
• Software or digital content already downloaded or activated
• Products whose return is refused by the supplier under their own conditions

5. Return Process

5.1 Initiating a Request

To initiate a return, the customer must:

• Log in to their account on swissclear.world
• Go to the 'My Returns' section
• Select the relevant order and submit the return request specifying the reason

5.2 Processing the Request

SwissClear reviews the request and forwards it to the supplier within 5 business days. The customer is notified of the supplier's decision by email.

5.3 Shipping the Return

If the return is accepted, the customer receives shipping instructions by email. Return shipping costs are borne by the customer, except in cases of defective or non-conforming products.

6. Refunds

6.1 Conditions

Refunds are issued only if the return is accepted by the supplier and after receipt and inspection of the returned product.

6.2 Amount Refunded

• The product price (converted at the exchange rate applicable at the time of the order)
• Initial shipping costs in cases of defective or non-conforming products

The SwissClear service commission is non-refundable in the absence of a proven product defect.

6.3 Refund Timeline and Method

Refunds are processed within 14 business days after receipt and validation of the return, via the same payment method used at the time of the order (Stripe, PostFinance, PayPal).

7. Defective or Non-Conforming Products

In the event of receiving a defective, transport-damaged, or non-conforming product, the customer must contact SwissClear within 48 hours of receipt at support@swissclear.world, attaching photos of the product and packaging.

In this case, return shipping costs are covered by SwissClear and a full refund (including shipping costs) is issued after verification.

8. Contact

For any questions regarding returns and refunds: