In your customer account, go to Orders and select the order that is outstanding. You’ll be able to tell which this is as the payment status will be «overpaid». This is where you can create a credit note or request a refund:
If you already have a credit note, you’ll find this in your customer account.
Refunding to your credit card or PayPal account
If you ordered using a credit card or PayPal, your refund will be automatically remitted.
Refunding to your bank account
To set up a refund to your bank account, add your bank details so we're sure of transferring to the right account. You'll then be able to get your refund sent straight to your bank account.
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To request a refund to your account, click on the credit note you’d like to have transferred. See all your credit notes.
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Clicking on the «Show» button takes you to the order the credit note is linked with.
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Click on «Request refund» to release your refund.
Please bear in mind that transfers usually take one to three working days.
Refund value
Provided that a product can be returned, the following refund regulations apply:
- Full refund at purchase price: if the product is in its sealed, undamaged original packaging
- Deduction depending on product condition (10% or minimum deduction of CHF 10.–): if the product has been opened or used (cf. exceptions)
- Individual examination: products with damaged packaging