Refund policy
Last Updated: September 14, 2026
At Swiss Store, we want our customers to have a positive shopping experience. If you receive an item that is incorrect, damaged, defective, or materially different from the item you ordered, please contact us promptly at help@swissstore.us so we can review the issue and determine the appropriate resolution.
This policy provides general information about returns, refunds, and replacements. Return eligibility may vary by product, order, fulfillment location, sales channel, and applicable law. Any specific return terms presented on a product page, at checkout, or in an order confirmation may also apply.
1. Contact Us Before Returning an Item
Please do not send merchandise to the supplier, fulfillment warehouse, or any address shown on the package unless Swiss Store has provided written return instructions.
Unauthorized returns may be delayed, refused, or may not be eligible for a refund or replacement.
To request a return or report an issue, please contact us at help@swissstore.us and provide:
- Your order number
- The reason for your request
- Clear photographs or video showing any damage, defect, or incorrect item, where applicable
- Photographs of the product packaging and shipping label, when relevant
- Any other information reasonably requested by our support team
Providing complete information may help us review your request more efficiently.
2. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as reasonably possible after delivery.
We may request photographs, video, or other information to investigate the issue with our fulfillment partner, supplier, carrier, or other relevant party.
After reviewing the circumstances, Swiss Store may, where appropriate and permitted by applicable law, offer one or more of the following resolutions:
- Replacement of the item
- Reshipment of the item
- Repair, where applicable
- Refund
- Another appropriate resolution
The resolution available may depend on the nature of the issue, product availability, supplier or fulfillment requirements, applicable law, and the terms applicable to your order.
3. Returns for Other Reasons
Requests to return an item because of a change of mind, incorrect size selection, ordering the wrong item, or simply no longer wanting the product are subject to the applicable product and order terms.
Not every product may be eligible for return.
Where returns are offered, eligibility may depend on factors including:
- The product category
- The condition of the item
- Whether the item has been used, worn, opened, or installed
- Whether original packaging is available
- The applicable return period
- Product-specific terms
- Applicable law
- The terms presented at checkout or on the relevant product page
Certain products may be excluded from return for reasons such as hygiene, safety, personalization, perishability, or other legitimate restrictions. Where applicable, such restrictions may be disclosed on the relevant product page or at checkout.
Nothing in this policy is intended to limit any non-waivable rights you may have under applicable law.
4. Return Authorization and Return Address
If Swiss Store approves a return, we will provide the applicable return instructions, including the appropriate return address where necessary.
Do not assume that the return address printed on the original package is the correct return address.
Return addresses may vary depending on the product, supplier, fulfillment location, or sales channel.
Unless otherwise instructed, customers should use a trackable shipping service and retain proof of shipment until the return or refund has been resolved.
5. Return Shipping Costs
Responsibility for return shipping costs may vary depending on the reason for the return and the applicable product or order terms.
For example, where permitted by applicable law:
- Customers may be responsible for return shipping when returning an eligible item for personal preference or another non-defective reason.
- Swiss Store may provide or cover return shipping for certain items that arrive damaged, defective, incorrect, or materially different from what was ordered.
- Additional shipping terms may apply to specific products or orders.
Any applicable return-shipping instructions or charges will be communicated when your return request is reviewed.
6. Refunds
When a refund is approved, it will generally be issued to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.
Refund processing may take time after Swiss Store initiates the refund because banks, card issuers, payment processors, or marketplaces may require additional processing time.
The amount refunded may depend on the reason for the return, the applicable product terms, shipping charges, discounts, promotions, and applicable law.
Where required by applicable law, Swiss Store will provide the applicable remedy or refund in accordance with that law.
7. Exchanges and Replacements
Where available, Swiss Store may offer an exchange or replacement for an eligible item.
An exchange or replacement is not guaranteed unless specifically required by applicable law or expressly promised under the terms applicable to your order.
Availability may depend on:
- Current inventory
- Product condition
- The nature of the issue
- Supplier or fulfillment-partner approval
- Product eligibility
- The applicable sales channel
If the original item is unavailable, Swiss Store may provide another appropriate resolution where applicable.
8. Order-Specific and Product-Specific Terms
Some products may have different return, refund, or replacement terms.
If specific terms are displayed on the product page, during checkout, or in an order confirmation, those terms may apply to the relevant purchase, subject to applicable law.
Customers should review the applicable product information before completing a purchase.
9. Payment Disputes and Chargebacks
If you experience a problem with your order, we encourage you to contact Swiss Store first so that we can investigate the matter and attempt to resolve it.
A payment dispute or chargeback may be reviewed separately by the relevant payment processor, bank, card issuer, or marketplace under its own rules and procedures.
Contacting Swiss Store does not waive any rights you may have under applicable law or any rights available through your payment provider.
10. Changes to This Policy
Swiss Store may update or modify this policy from time to time.
The version of the policy applicable to an order may depend on when the order was placed and any specific terms provided to the customer at the time of purchase, subject to applicable law.
Any updated version will be posted on this page with a revised Last Updated date.
11. Contact Us
For questions about returns, refunds, replacements, or an issue with your order, please contact:
Swiss Store
Email: help@swissstore.us
Please include your order number in the subject line whenever possible so we can locate your order and assist you more efficiently.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@swissstore.us