Refund Policy

Last Updated: December 1, 2023

At Swiss Delights, we take great pride in the quality of our authentic Swiss food products. We want you to be completely satisfied with your purchase. This Refund Policy outlines the guidelines and procedures for returns, refunds, and exchanges of products purchased from our website.

Customer Satisfaction Guarantee

We stand behind the quality of our products with a 100% satisfaction guarantee. If you're not completely satisfied with your purchase for any reason, please contact us within 14 days of receiving your order, and we'll work with you to make it right.

Our commitment to quality means that if any product doesn't meet your expectations or arrives damaged, we will:

• Replace the product at our expense
• Offer store credit for a future purchase
• Provide a full refund of the purchase price

Eligibility for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:

Eligible Conditions:

• Time Frame: Request must be submitted within 14 days of receiving your order
• Damaged Products: Products that arrive damaged or defective
• Wrong Items: Products that differ from what you ordered
• Quality Issues: Products that don't meet our quality standards
• Spoilage: Food items that have spoiled before their expiration date (with proof of proper storage)

Non-Eligible Conditions:

• Consumed Products: Products that have been partially or fully consumed (except in cases of quality issues)
• Personal Preference: Dislike of flavor or taste when the product meets our quality standards
• Improper Storage: Products that have spoiled due to improper storage after delivery
• Extended Time: Return requests made more than 14 days after delivery
• Missing Proof of Purchase: Returns without original order confirmation or receipt

Please note that certain food products may have specific return restrictions due to health, safety, and quality concerns. These restrictions will be clearly noted in the product descriptions on our website.

Return Process

To initiate a return or refund request, please follow these steps:

1. Contact Customer Service: Email us at [email protected] or call us at +415394431518 within 14 days of receiving your order.
2. Provide Order Information: Include your order number, the items you wish to return, and the reason for your return request.
3. Documentation: If applicable, provide photos of damaged products or other evidence supporting your request.
4. Await Instructions: Our customer service team will review your request and provide specific instructions for your situation, which may include:
   • Return shipping instructions
   • Documentation of disposal for certain food items
   • Alternative resolution options

For perishable food items, we may not require you to return the product for health and safety reasons. In such cases, we may request photos as evidence of the issue and then instruct you on proper disposal.

Refund Processing

Refund Timeline:

• Approval Time: Return/refund requests are typically processed within 2-3 business days after we receive all necessary information.
• Credit Processing: Once approved, refunds are typically processed as follows:
  • Credit Card Refunds: 5-10 business days to appear on your statement
  • Bank Transfers: 3-7 business days to be credited to your account
  • Store Credit: Issued immediately upon approval

Refund Methods:

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card purchases will be refunded to the same card
• PayPal payments will be refunded to your PayPal account
• Other payment methods will be refunded as appropriate or as store credit

Refund Amount:

The refund amount will include:

• The full purchase price of the returned item(s)
• Original shipping costs (if the return is due to our error, such as damaged or incorrect items)

Please note that return shipping costs are generally the responsibility of the customer, except in cases where the return is due to our error.

Exchanges

If you would like to exchange a product for a different item instead of receiving a refund, we're happy to accommodate your request. The exchange process follows the same initial steps as the return process:

1. Contact our customer service team within 14 days of receiving your order
2. Provide your order details and specify which item you wish to exchange and what you would like instead
3. Follow the instructions provided by our team for returning the original item (if applicable)

If the exchange item has a different price than the original:

• If the new item costs more, we'll provide instructions for paying the difference
• If the new item costs less, we'll refund the difference using your original payment method

Exchange shipments will be processed once we receive the returned item or, in certain cases, after we've approved your exchange request without requiring a return.

Exceptions and Special Circumstances

Special Cases:

• International Orders: Due to customs regulations and extended shipping times, international orders may have different return procedures. Please contact our customer service team for specific instructions.
• Custom Orders: Products that are custom-made or specially ordered may not be eligible for return or refund unless they arrive damaged or defective.
• Promotional Items: Items received as part of a promotion, gift, or bonus may have different return eligibility. Please contact our customer service for details.
• Sale Items: Products purchased during special sales or with significant discounts may be eligible for exchange or store credit only, not cash refunds.

Perishable Food Products:

Due to the nature of food products:

• For quality or freshness issues, we may require photos but not physical return of the product
• Certain highly perishable items may have shorter return notification windows
• Products with broken seals may not be eligible for return for food safety reasons

For specific details about return eligibility for perishable products, please refer to the product descriptions on our website or contact our customer service team.

Order Cancellations

We understand that circumstances may change after placing an order. Our cancellation policy is as follows:

• Pre-Shipment Cancellations: Orders that have not yet been shipped may be canceled for a full refund. Please contact us as soon as possible at [email protected] with your order number and cancellation request.
• Post-Shipment Cancellations: Once an order has been shipped, it cannot be canceled. Instead, you may refuse delivery or follow our standard return procedure after receiving the items.

We process orders quickly to ensure prompt delivery, so please submit cancellation requests as soon as possible after placing your order.

Shipping Damages and Lost Packages

Damaged in Transit:

If your package arrives with visible external damage:

1. Take photos of the damaged packaging before opening
2. Document any damaged products with additional photos
3. Contact us within 48 hours of delivery with your order number and photos

Lost Packages:

If your tracking information indicates delivery, but you haven't received your package:

1. Check with neighbors and any alternate delivery locations
2. Wait 48 hours as packages sometimes show as delivered shortly before actual delivery
3. Contact us if the package still hasn't arrived after 48 hours

For packages that show no delivery scan or tracking has stopped updating for more than 7 days:

1. Contact us with your order number and tracking information
2. We will file a claim with the shipping carrier
3. Once the claim is processed, we will replace your order or issue a refund

Contact Information for Refund Inquiries

If you have any questions or concerns about our Refund Policy or need assistance with a specific return or refund, please don't hesitate to contact us:

Our customer service team is committed to providing prompt and satisfactory resolution to all refund and return requests.

Changes to This Policy

We may update our Refund Policy from time to time. We will notify customers of any significant changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this policy.

You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.

The version of the policy in effect at the time of your purchase will apply to your order. If you have questions about which version applies to your transaction, please contact our customer service team.

Final Note

Our Refund Policy is designed to provide a fair and transparent framework for addressing customer concerns while maintaining the integrity of our business. We value your satisfaction and trust in our products and will make every reasonable effort to ensure a positive shopping experience.

If you believe your situation warrants special consideration outside the scope of this policy, please don't hesitate to contact us. We evaluate each case individually and strive to find solutions that maintain our commitment to customer satisfaction.

Thank you for choosing Swiss Delights for your authentic Swiss culinary needs.