Refunds and returns in the Store.
Overview
Our refund and return policy is valid for 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.
Several types of goods cannot be returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additionally, non-returnable items:
- Gift cards
- Downloadable software products
- Some health and care products
To complete your return, we will need a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette or record that has been opened
- Any item that is not in its original condition, damaged or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery
Refunds
Once your return has been received and reviewed, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or denial of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method, within a specified number of days.
Delayed or missing reimbursements
If you have not yet received a refund, first recheck your bank account.
Then contact your credit card company, it may take some time for your refund to be officially posted.
Next, contact your bank. There is often a processing time before a refund is posted.
If you have done all this and still have not received a refund, please contact us at basel@hz-hoeren.ch
Special offers
Only regularly priced items can be refunded. Special offers cannot be refunded.
Exchange
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at basel@hz-hoeren.ch and send your item to the address provided via mail.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item was not marked as a gift at the time of purchase or the gift giver shipped the order themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
Return of goods
To return your product, you should send your product to the address that we will send you by mail.
You are responsible for the shipping costs to return your item. Shipping charges are not refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to arrive may vary.
If you are returning more expensive items, consider using a trackable shipping service or purchasing insurance. We do not guarantee that we will receive your returned item.
Do you need help?
Contact us at basel@hz-hoeren.ch for questions related to refunds . Returns and about our Service package.