Refund policy
Effective for orders placed on or after 30 September 2026.
Orders placed before the effective date remain subject to the return conditions in force when the order was placed.
This Refund Policy forms an integral part of TBWL's General Conditions of Sale (GCS).
1. Types of request
TBWL distinguishes between different types of request because different deadlines and remedies apply.
“Change of Mind” means a cancellation or return requested even though the Product materially corresponds to the agreed Product description and the buyer does not claim a defect, material discrepancy, authenticity issue, incorrect Product or other non-conformity. This includes, for example, where the buyer no longer wants the Product, changes preference, decides that the Product does not suit them, or expected a different fit or appearance despite the Product being correctly described.
“Apparent Product Discrepancy” means an alleged difference between the Product received and the agreed Product description that is visible or reasonably detectable through prompt inspection after delivery. Examples are set out in Section 5.
“Latent Defect” means an alleged defect that could not reasonably have been detected through the applicable initial inspection and that is claimed to have already existed, including in its underlying cause, when the Product was delivered or collected.
“Authenticity Claim” means a claim that the Principal Product is not authentic. Authenticity Claims are governed by Art. 9 of the GCS and Section 15 of this Policy.
The treatment of a request depends on its substance, not only on the label used by the buyer. A request described as a defect or discrepancy will be assessed against the Product, the agreed Product description and the circumstances of the claim.
2. Cancellation before dispatch
For Products not designated as Final Sale, a buyer may request voluntary cancellation before the Product has been handed over to the courier, unless the order is for in-person collection in Switzerland under Section 7.
Once the Product has been handed over to the courier, the order can no longer be cancelled under TBWL's voluntary cancellation policy. Any applicable return or statutory withdrawal rights apply instead.
If TBWL cancels an order before dispatch, no cancellation charge applies and any amount received for the cancelled Product will be refunded or released as appropriate.
Any cancellation or withdrawal rights that cannot legally be excluded or limited remain unaffected.
3. Final Sale Products
Certain Products may be expressly designated as Final Sale before purchase. The Final Sale designation is Product-specific and will be disclosed on the relevant Product page and/or during the purchase process.
Final Sale means that TBWL does not offer a voluntary Change of Mind return after delivery. Final Sale does not prevent a valid Apparent Product Discrepancy, Latent Defect or Authenticity Claim.
For a Final Sale Product, the buyer may request voluntary cancellation only until TBWL sends a Final Sale Commitment Confirmation stating that the order has entered committed sourcing and fulfilment. Any voluntary cancellation accepted before that confirmation is subject to a cancellation charge equal to five percent (5%) of the Product price.
The Final Sale Commitment Confirmation is the notice by which TBWL informs the buyer that the voluntary cancellation period has ended.
The cancellation charge reflects the costs and economic exposure associated with sourcing and processing high-value or specially sourced Products, which may include payment processing costs, foreign-exchange costs, insured international logistics and operational handling.
If TBWL cancels the order, no cancellation charge applies and any amount received for the cancelled Product will be refunded or released as appropriate.
Once TBWL has sent the Final Sale Commitment Confirmation, no voluntary cancellation is available, even if the Product has not yet been dispatched or handed over to the courier. No voluntary Change of Mind return is available after delivery.
4. Change of Mind returns
4.1 Products delivered in Switzerland
Except for Products expressly designated as Final Sale and Products collected in person in Switzerland, TBWL voluntarily allows the buyer to request a Change of Mind return within five (5) calendar days from delivery.
The courier's tracking information will normally be used to establish the delivery date.
The buyer must contact TBWL using the Contact Details in Section 17 and provide the buyer's name, order number and Product to be returned. TBWL will provide the applicable return and customs instructions.
For voluntary Swiss returns, the buyer must hand the return shipment to the courier within five (5) calendar days after receiving TBWL's return instructions.
4.2 Products delivered outside Switzerland
TBWL does not provide an additional voluntary Change of Mind return right for Products delivered outside Switzerland, except where mandatory applicable law provides otherwise.
Any cancellation, withdrawal, return or refund rights that cannot legally be excluded or limited under the law applicable to the buyer remain unaffected.
EU/EEA statutory withdrawal
Where European Union or European Economic Area consumer withdrawal law applies:
the consumer may withdraw from a distance purchase without giving a reason within fourteen (14) calendar days from the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the Product;
the consumer must notify TBWL of the decision to withdraw before the fourteen-day period expires;
after notifying TBWL, the consumer must send the Product back without undue delay and no later than fourteen (14) calendar days from the notification;
the consumer bears the direct cost of returning the Product, unless TBWL has expressly agreed otherwise or mandatory applicable law requires otherwise;
the consumer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Product.
The withdrawal may be communicated through any legally valid unequivocal statement using the Contact Details in Section 17, by using the model withdrawal form in Section 18, or through TBWL's online withdrawal function where required and available under applicable law.
5. Apparent Product Discrepancies
Apparent Product Discrepancies are separate from Change of Mind returns. The following rules apply whether or not a Product is designated Final Sale.
Examples of Apparent Product Discrepancies include, without limitation:
dimensions or size;
colour, shade or tone;
visible scratches, marks, stains, wear or other visible condition issues;
stickiness, tackiness or other reasonably detectable surface or tactile characteristics;
odour reasonably detectable during the inspection period;
mould or mildew already present on delivery;
missing or materially different accessories;
any other condition difference that could reasonably be identified through prompt inspection.
5.1 Switzerland
For Products delivered to consumers in Switzerland, any Apparent Product Discrepancy must be notified to TBWL within five (5) calendar days from delivery. This five-day notification rule applies equally to standard Products and Final Sale Products.
If an Apparent Product Discrepancy is not notified within five (5) calendar days from delivery, the Product and the relevant apparent characteristic are considered accepted by the buyer, except where mandatory applicable law provides otherwise.
For standard Products eligible for TBWL's voluntary Swiss Change of Mind return right, the buyer may instead exercise that return right within the same five (5) calendar day period. Final Sale Products do not have a voluntary Change of Mind return right, but remain eligible for a valid Apparent Product Discrepancy claim notified within the same five-day period.
5.2 Outside Switzerland
For Products delivered outside Switzerland, Apparent Product Discrepancies must be notified within five (5) calendar days from delivery, except where mandatory applicable law provides otherwise.
For EU/EEA consumers, this contractual five-day notification rule does not limit any mandatory statutory conformity rights or any longer mandatory notification period under the applicable law.
5.3 Effect of the inspection period
An issue that was visible or reasonably detectable during the applicable inspection period cannot later be treated as a Latent Defect merely because the buyer continued to possess or use the Product.
A buyer making an Apparent Product Discrepancy claim must provide reasonable information and evidence allowing TBWL to assess the claim. TBWL may require the Product to be made available for inspection before determining whether a covered defect or material non-conformity exists and which remedy is appropriate.
6. Latent Defects
A defect that could not reasonably have been detected during the applicable initial inspection may constitute a Latent Defect.
A Latent Defect must be notified to TBWL without undue delay after discovery and remains subject to the applicable limitation period and Art. 9 of the GCS.
The buyer must substantiate the claim as required by applicable law. TBWL may require photographs, video, documentation, an expert assessment and/or the Product itself for inspection.
7. In-person collection in Switzerland
Where in-person collection in Switzerland is agreed, the customer will have a reasonable opportunity to inspect the Product before taking possession.
Unless mandatory applicable law provides otherwise, the sale is completed upon physical handover of the Product in Switzerland and no voluntary Change of Mind return right applies after collection.
Any Apparent Product Discrepancy that is visible or reasonably detectable during the inspection must be raised before the customer takes possession of the Product. Once the customer accepts and takes possession, those apparent characteristics are considered accepted.
Latent Defects and Authenticity Claims remain subject to Art. 9 of the GCS.
8. Return shipment
Voluntary Swiss returns must be sent to the return address specified by TBWL in its return instructions. The current return location is:
SWISTART SAGL C/O ALS Swiss SA
Via Laveggio 3
6855 Stabio
Switzerland
For voluntary Swiss returns:
the shipment must be tracked;
the tracking number must be provided to TBWL;
given the value of the Products, TBWL strongly recommends insurance covering the full value;
the buyer bears the risk of loss or damage during return transport until the Product is received by TBWL.
Where a statutory return or withdrawal right applies outside Switzerland, the allocation of transport risk is governed by the applicable law. TBWL recommends tracked and adequately insured transport and that the buyer retain evidence of shipment.
9. Return shipping and original delivery costs
For voluntary Swiss Change of Mind returns:
the buyer arranges and pays the return shipment;
return shipping costs are non-refundable;
any outbound shipping charge actually paid by the buyer, including standard, express, priority or other premium delivery charges, is non-refundable.
Where mandatory consumer law applies, its rules concerning delivery and return costs prevail.
Where TBWL is legally required to reimburse the original delivery cost, TBWL will reimburse only the cost of the least expensive standard delivery option offered for the order. Any additional amount paid because the buyer selected express, priority or another premium delivery option is non-refundable where permitted by applicable law.
10. Condition of Products returned under a Change of Mind or statutory withdrawal
TBWL will inspect a returned Product after receiving it.
For a voluntary Swiss Change of Mind return, the Product must be in the same condition in which it was delivered and must include:
all accessories originally supplied;
all labels;
any packaging forming part of the Product presentation;
any TBWL security tag supplied with the Product, attached, intact and undamaged.
The Product must not show additional wear, use, odours, damage, alteration or missing components. A voluntary return may be refused if these conditions are not met.
Where a statutory withdrawal right applies, TBWL may make any deduction permitted by applicable law for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Product.
11. Refunds
For an accepted voluntary Swiss Change of Mind return, TBWL will refund the price actually paid for the returned Product, subject to Section 9.
TBWL will process the refund, credit or payment adjustment within thirty (30) days after receiving and accepting the returned Product.
Where all or part of the purchase price remains unpaid, TBWL may satisfy the refund by cancelling or reducing the outstanding amount instead of making a cash payment.
Where a cash refund is due, it will normally be made using the same payment method used for the original transaction. Where mandatory applicable law requires a different method or deadline, that rule applies.
Where EU/EEA statutory withdrawal law applies, TBWL will make the required reimbursement without undue delay and no later than fourteen (14) calendar days after being informed of the withdrawal. TBWL may withhold reimbursement until it has received the Product back or the consumer has supplied evidence of having sent it back, whichever occurs first.
12. Taxes, duties and customs charges
Taxes, duties and customs charges paid directly by the buyer to authorities or other parties in the destination country are not refunded by TBWL unless mandatory applicable law requires otherwise.
The buyer must follow the return and customs instructions supplied by TBWL. Where those instructions are followed, TBWL will bear ordinary Swiss VAT and customs charges arising directly from the re-importation of an accepted return into Switzerland.
Avoidable costs caused by an unauthorised shipment, incorrect customs declaration or failure to follow TBWL's instructions may be charged to the buyer where legally permitted.
13. Refused, uncollected or failed deliveries
Refusing delivery, failing to collect a shipment, or refusing to pay destination taxes, duties or customs charges does not by itself constitute a cancellation, withdrawal or return request.
If a shipment is returned to TBWL for any such reason, the buyer is responsible, where legally permitted, for the actual and reasonable costs directly caused by the failed delivery. These may include outbound shipping costs actually incurred by TBWL, return shipping, carrier surcharges, customs clearance and re-importation costs, storage costs and other reasonable costs directly resulting from the failed delivery.
Any amount refundable to the buyer will be determined after the Product has been returned to and inspected by TBWL. Applicable costs may be deducted from the refundable amount where legally permitted.
This Section does not affect a cancellation or withdrawal that has been validly exercised under mandatory applicable law.
14. Products that cannot be redelivered to the buyer
If TBWL is unable to return or redeliver a Product because the buyer fails to accept delivery, provide the necessary instructions, or pay applicable delivery, return or storage costs, TBWL may hold or store the Product at the buyer's risk and expense where legally permitted.
TBWL will notify the buyer and request that the buyer arrange collection or redelivery and settle the applicable costs.
If the buyer fails to do so within six (6) months, TBWL may exercise the remedies available under applicable law in respect of uncollected goods, including deposit or sale of the Product where legally permitted.
15. Authenticity Claims
Authenticity Claims are separate from Change of Mind returns and Apparent Product Discrepancies and are not subject to the five-day voluntary return period.
The contractual authenticity guarantee, including the two-year claim period, required Qualifying Expert Opinion, review process, treatment of accessories and applicable reimbursement, is set out in Art. 9 of the GCS.
16. Excessive or abusive return activity
TBWL reserves the right to restrict or withdraw voluntary return privileges, require advance payment, restrict available payment methods, or decline future orders in cases of excessive or abusive return or cancellation activity.
Any restriction applies only to future orders and will be communicated before the relevant order is placed or fulfilled. Any statutory rights that cannot legally be excluded or limited remain unaffected.
17. Contact Details
SWISTART SAGL
Via Foss 6
6853 Ligornetto
Switzerland
Email: info@swistart.ch
18. Model withdrawal form for EU/EEA consumers
Complete and return this form only if you wish to exercise a statutory right of withdrawal. Use of this form is optional where another legally valid unequivocal withdrawal statement is made.
To: SWISTART SAGL, using the Contact Details in Section 17
Product(s): ______________________________________________
Order number: ______________________________________________
Ordered on: ______________________________________________
Received on: ______________________________________________
Name of consumer: ______________________________________________
Address of consumer: ______________________________________________
Email address: ______________________________________________
Date: ______________________________________________
Signature (only if submitted on paper): ______________________________________________