Politique de remboursement

Return & Refund Policy

We keep returns simple and fair. If something isn’t right, we’re here to help.

1. Eligibility & Window

  • Switzerland: You can return items within 14 calendar days of delivery if they are unopened, unused, and in their original, intact packaging.
  • Hygiene exception: For health/safety reasons, opened cosmetic/skincare items can’t be returned.
  • Defective/incorrect items: If your order arrives damaged, defective, or incorrect, email us within 14 days of delivery so we can arrange a replacement or refund.

2. How to Start a Return

  1. Email hello@kosmeshop.ch with order number + item(s) + reason (and photos if damaged/incorrect).
  2. We’ll send a Return Authorisation (RMA) and instructions.
  3. Once approved, please ship the parcel within 10 days of receiving your RMA, securely packed and with a trackable service. (Until received by us, returns remain your responsibility, and a refund will not be issued.)

Return address is provided in your RMA email. Please don’t send returns without an RMA.

3. Costs & Refunds

  • Change of mind (CH): We refund the item price only once it has been received and verified. Original shipping and return shipping are non-refundable.
  • Defective/incorrect: We cover reasonable return + re-shipment costs or refund accordingly.
  • Timing: Refunds are issued to the original payment method within 14 days after we receive and verify the return.
  • Duties/taxes: For international orders, import duties/taxes aren’t refunded by us; you may check local reclaim options.

4. Exchanges

We don’t process direct exchanges. Please return the original items (if eligible) and place a new order.

5. Non-Returnable Items

  • Opened/used cosmetic or skincare items
  • Gift cards, samples
  • Bundles/sets must be returned complete and unopened
  • Free gifts included with qualifying orders must be returned if your return makes the order fall below the threshold; otherwise, their value may be deducted from the refund

6. Discounts, Bundles & Adjustments

If a return changes your eligibility for discounts, bundles, or promotions, we’ll recalculate the order accordingly (e.g., deduct the value of a bundle saving or free gift you no longer qualify for).

7. EU/EEA Customers (if we deliver to your country)

You have a 14-day statutory withdrawal right under applicable law. To exercise it, email hello@kosmeshop.ch within 14 days of delivery stating your order number and the items you’re returning.

  • You must send the goods back within 14 days of notifying us.
  • Unless items are defective/incorrect, you pay the return shipping.
  • We may withhold the refund until we receive the goods or proof of shipment (whichever is earlier).

✷ You’re responsible for any loss in value if the products are used or handled more than necessary to simply inspect them.