Refund policy

Last updated: 24 September 2026.

Swisseria offers a 30-day return request period after delivery. This voluntary offer is additional to your statutory rights, including your right to cancel most online purchases within 14 days and your rights where goods are faulty, misdescribed or not delivered.

1. Our 30-day return offer

To use our additional return offer, notify us within 30 calendar days after delivery that you wish to return your item. Email support@swisseria.com with your order number and the item you want to return. We will provide the appropriate return address and instructions so your parcel can be identified and handled correctly.

For a change-of-mind return under this additional offer, the item must be unused, in its original condition and accompanied by its original packaging, accessories and documentation. These conditions apply to the voluntary offer and do not override the separate statutory cancellation rules below or your rights concerning faulty goods.

2. Your statutory right to cancel

For an eligible online purchase, you can cancel without giving a reason within 14 calendar days after the day you, or a person you nominate other than the carrier, receives the goods. Where items from one order are delivered separately, the statutory period generally runs from receipt of the last item.

To cancel, send us a clear statement by email or post using the contact details below. You may use our model cancellation form, but doing so is optional. Sending your notice before the cancellation period ends is sufficient; the right does not depend on our prior approval or on waiting for a support response.

After notifying us of a statutory cancellation, send the goods back without undue delay and no later than 14 calendar days after the day you notified us. Keep evidence of both your cancellation notice and posting. If you need the correct return destination and have not received it, contact support promptly.

3. How to arrange a return

  1. Contact us with your order number, the items involved and your contact email. For a statutory cancellation, a clear statement that you wish to cancel is enough; you do not have to provide a reason.
  2. We will provide the applicable return address and routing instructions. The business address below is for identifying and contacting the seller; do not assume it is the parcel-return destination.
  3. Pack the goods securely and include the accessories and documentation that came with them. Include your order number or another clear reference inside the parcel.
  4. Send the parcel to the supplied return address within the applicable period and retain proof of posting. A tracked service is recommended so the parcel can be located.

Return instructions help route your parcel; they do not create an approval condition for exercising statutory rights. If you have already sent a cancellation notice, tell us so we can assist with the next step without asking you to restart the process.

4. Inspection and condition

When exercising statutory cancellation rights, you may inspect the goods to establish their nature, characteristics and functioning, as you would reasonably do in a shop. Original packaging helps protect the product, but missing packaging does not automatically remove those rights.

Where legally permitted, we may reduce a statutory cancellation refund to reflect diminished value caused by handling beyond what is necessary for that inspection. We will explain any proposed deduction and its basis. This is different from charging a general restocking fee; we do not apply a fixed restocking fee.

For the voluntary 30-day offer outside the statutory cancellation period, the unused-condition and packaging requirements in section 1 apply. Faulty or incorrectly supplied goods are assessed under the separate rights described below.

5. Return postage and original delivery charges

You are responsible for the direct return postage cost for a change-of-mind return, including a statutory cancellation, where the law permits. The cost depends on the parcel and service you choose. Contact us for the correct destination before arranging the shipment.

If an item is faulty, arrives damaged or is not what you ordered, we cover the necessary return costs. Contact us so we can arrange the appropriate return method before you incur avoidable expenses.

For a statutory cancellation of an entire order, the refund includes any original standard delivery charge paid. Any extra amount paid for a more expensive delivery option is not refundable as part of the statutory minimum. Our current standard UK delivery is free, so there is normally no original shipping charge to reimburse.

6. Refund method and timing

We issue refunds to the payment method used for the order, unless you expressly agree to another method that does not cause you a fee. We do not substitute store credit for a monetary refund that you are entitled to receive.

For a statutory cancellation, we refund without undue delay and within 14 calendar days after being informed of your decision. We may withhold the refund until we have received the goods or you provide evidence that you have sent them back, whichever happens first, unless we have offered to collect them.

For a return accepted under our additional 30-day offer, we process the refund within 14 calendar days after receiving the returned goods. We will contact you if there is a condition issue requiring clarification. Your bank or payment provider may take additional time to show the credit after it is issued.

If you cannot find a refund, check the original payment account and contact us with your order number. For a payment plan, the provider applies the refund to the relevant agreement; continue to follow its instructions while a return is being processed.

7. Exchanges

We do not offer a direct exchange service for a different model, colour or item. If you change your mind, use the return process above. You can place a separate order for the item you prefer, subject to availability.

This does not limit a repair or replacement remedy that you are entitled to for faulty, damaged or incorrectly supplied goods. Those remedies are handled as a product problem under section 9, rather than as a discretionary exchange.

8. Cancelling or changing an order before dispatch

Contact support as soon as possible with your order number if you want to cancel or correct an order before it leaves us. We will check its processing status and tell you whether the requested change can still be made.

If the parcel has already been dispatched, interception may not be possible. You can still exercise applicable cancellation rights and return it using the process above. Merely refusing a parcel is not a substitute for clearly notifying us of your cancellation.

9. Faulty, damaged or incorrect items

Goods must be of satisfactory quality, fit for purpose and as described. If something is wrong, contact us with your order number and an explanation. Photos or a short video can help us understand the issue where practical, but support will discuss a suitable way to assess the problem.

Under applicable UK consumer law, you generally have a short-term right to reject faulty goods within 30 days. After that, repair or replacement and, in the circumstances provided by law, a price reduction or final rejection may be available. We will handle the appropriate remedy without charging you necessary return costs for a valid faulty-goods claim.

Sale items have the same statutory protection as full-price items. A manufacturer's or commercial guarantee is additional to these rights and does not replace them. We do not impose a 48-hour reporting deadline that removes your legal protection.

10. Questions or complaints

If you disagree with a return or refund decision, reply with your order reference and the reason you would like it reviewed. We will consider the information and explain the outcome. Keep copies of your correspondence and proof of posting while the matter is being resolved.

Nothing in this policy excludes mandatory consumer rights. Where a term of our voluntary return offer would conflict with a statutory entitlement, that entitlement takes priority.

Related policies and information

Contact

Brand Name: Swisseria
Legal Operator: Maceo Charpier Courty, trading as Agence Charpier Courty Maceo
Business Address: 3 B rue Castérès, 92110 Clichy, France
SIRET: 92397180800012
Email: support@swisseria.com
WhatsApp: +44 7458 107184 (messages only)
Support: Monday to Sunday, 9:00 am–4:00 pm, GMT/BST (UK time). We aim to reply within 24 hours.
Website: swisseria.com