Refund policy

Return and Refund Policy

Last Updated: May 25, 2025

Preamble

This Return and Refund Policy ("Policy") governs the return of goods and issuance of refunds for purchases made through the online retail platforms operated by Schweiz Trend Shop, a prospective entity under Swiss law ("we," "us," or "our"), accessible at https://schweiztrendshop.ch (serving the Swiss market) and https://surprey.com (serving the European Union market), collectively referred to as the "Stores." Hosted on the Shopify platform, the Stores offer gifts, toys, and games. This Policy complies with the Swiss Code of Obligations (CO), the Swiss Federal Act on Consumer Information (FCIA), Directive 2011/83/EU (Consumer Rights Directive), and other applicable Swiss and EU consumer protection laws. By purchasing from the Stores, you ("you" or "Customer") agree to this Policy, which supplements our Terms and Conditions.

Article 1: Scope and Applicability

1.1 General Scope
This Policy applies to all purchases of physical goods made through the Stores, detailing the conditions under which returns and refunds are permitted for both consumers (natural persons acting for non-commercial purposes) and, where applicable, business customers.

1.2 Consumer Protections
Consumers resident in Switzerland or the EU benefit from mandatory statutory rights, including the right of withdrawal, as outlined below. These rights cannot be waived or limited, per Article 229 CO and Article 6 of Directive 2011/83/EU.

1.3 Amendments
We reserve the right to update this Policy to reflect legal or operational changes. Amendments will be communicated via email or a prominent notice on the Stores, effective upon posting, per Article 2 CO.

Article 2: Statutory Right of Withdrawal (Consumers Only)

2.1 Withdrawal Period
Consumers have a statutory right to withdraw from distance contracts within 14 calendar days, without stating a reason, commencing on the day you or a designated third party (other than the carrier) receives the goods, per Article 229 CO (Switzerland) and Article 9 of Directive 2011/83/EU (EU).

2.2 Notification of Withdrawal
To exercise your withdrawal right, you must notify us within the 14-day period via:

  • Email: support@surprey.com
  • Postal Mail: Ulmenstrasse 7, 8636 Wald-ZH, Switzerland.
  • Online Portal: https://schweiztrendshop.ch/returns or https://surprey.com/returns.
    A model withdrawal form is available on the Stores, though its use is not mandatory. Your notification must clearly express your intent to withdraw.

2.3 Return of Goods
Upon withdrawal, you must return the goods to Ulmenstrasse 7, 8636 Wald-ZH, Switzerland within 14 days of notifying us, in their original, unused condition, with all packaging and accessories intact. You bear the direct cost of return shipping, unless the goods are defective or non-conforming.

2.4 Refund Process
We will issue a refund, including the original standard delivery costs (excluding additional costs for expedited shipping), within 14 days of receiving the returned goods or proof of their dispatch, whichever is earlier, per Article 13 of Directive 2011/83/EU. Refunds will be processed using the original payment method, unless otherwise agreed. We may withhold the refund until the goods are received and inspected.

2.5 Exclusions from Withdrawal
The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalized (e.g., custom-engraved toys).
  • Sealed goods (e.g., certain toys or games) that are unsealed after delivery, for health protection or hygiene reasons.
  • Goods that deteriorate rapidly or are liable to expire, per Article 16 of Directive 2011/83/EU and Article 229 CO.

Article 3: Voluntary Return Policy (Beyond Statutory Rights)

3.1 Extended Return Period
As a goodwill gesture, we offer a voluntary 30-day return period for non-defective goods, starting from the date of delivery, provided the goods are unused, in original packaging, and resalable. This applies to both consumers and business customers, subject to the conditions below.

3.2 Voluntary Return Process
To initiate a voluntary return, contact us at support@surprey.com or via https://schweiztrendshop.ch/returns or https://surprey.com/returns. You must return the goods to Ulmenstrasse 7, 8636 Wald-ZH, Switzerland within 30 days of delivery, bearing the return shipping costs. Refunds will be issued within 14 days of receiving the goods, excluding original and return shipping costs.

3.3 Exclusions from Voluntary Returns
The voluntary return policy does not apply to goods excluded under Article 2.5 or items damaged due to improper handling by you.

Article 4: Returns for Defective or Non-Conforming Goods

4.1 Statutory Warranty
Goods are warranted to be free from material defects and to conform to their description for two years from delivery, per Article 197 CO and Article 5 of Directive 1999/44/EC. If goods are defective or do not match the ordered specifications, you are entitled to remedies as outlined below.

4.2 Notification of Defects
You must inspect goods upon receipt and notify us of defects or non-conformity within 7 days of delivery, or within 7 days of discovering a hidden defect, per Article 201 CO, via support@surprey.com. Failure to notify may limit remedies, except for consumer protections under EU law.

4.3 Remedies for Defective Goods
For defective or non-conforming goods, you may choose:

  • Repair: We will repair the goods at no cost, within a reasonable timeframe.
  • Replacement: We will provide a replacement, subject to availability.
  • Refund or Price Reduction: If repair or replacement is disproportionate, you may request a full or partial refund, per Article 205 CO and Article 3 of Directive 1999/44/EC.
    We cover return shipping costs for defective goods.

4.4 Return Instructions
Contact us to obtain a return authorization and instructions. Goods must be returned to Ulmenstrasse 7, 8636 Wald-ZH, Switzerland with proof of purchase and a description of the defect.

Article 5: Refund Conditions and Processing

5.1 Refund Eligibility
Refunds are issued for:

  • Withdrawals under Article 2.
  • Voluntary returns under Article 3, excluding shipping costs.
  • Defective or non-conforming goods under Article 4, including shipping costs.

5.2 Refund Method and Timing
Refunds are processed to the original payment method within 14 days of receiving the returned goods or proof of dispatch, unless otherwise agreed. For defective goods, we cover standard return shipping costs. No cash refunds are issued for online purchases.

5.3 Inspection of Returned Goods
We reserve the right to inspect returned goods to verify their condition. Refunds may be reduced or denied if goods are damaged due to your handling, beyond what is necessary to establish their nature or functionality, per Article 12 of Directive 2011/83/EU.

Article 6: Customer Responsibilities

6.1 Proper Handling
You must handle goods with reasonable care during the withdrawal or return period. Excessive handling (e.g., using goods beyond testing) may result in a reduction of the refund amount, per Article 229 CO.

6.2 Packaging and Accessories
Returned goods must include all original packaging, accessories, and documentation to qualify for a full refund, unless defective.

6.3 Return Shipping Risks
You are responsible for ensuring goods are adequately packaged and shipped. We are not liable for goods lost or damaged during return transit, except for defective goods where we arrange shipping.

Article 7: Exclusions and Limitations

7.1 Non-Returnable Items
In addition to Article 2.5 exclusions, the following are non-returnable under the voluntary policy:

  • Goods purchased in-store (if applicable).
  • Goods discounted as part of clearance sales, unless defective.

7.2 Business Customers
Business customers are not entitled to the statutory withdrawal right under Article 2 but may return goods under the voluntary policy (Article 3) or for defects (Article 4), subject to these Terms.

Article 8: Contact and Support

8.1 Customer Service
For return or refund inquiries, contact:
Schweiz Trend Shop / Surprey
Ulmenstrasse 7, 8636 Wald-ZH, Switzerland
Email: support@surprey.com

8.2 Response Time
We aim to respond to return or refund requests within 7 business days.

Article 9: Governing Law and Dispute Resolution

9.1 Applicable Law
This Policy is governed by Swiss law, with mandatory EU consumer protection laws applying to EU residents, per Article 6 of Regulation (EU) No 593/2008 (Rome I). The United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded.

9.2 Dispute Resolution
Disputes should first be addressed via support@surprey.com. EU consumers may use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/odr, per Regulation (EU) No 524/2013. Swiss consumers may seek mediation through regional consumer organizations or the Swiss Federal Data Protection and Information Commissioner (FDPIC).

Article 10: Language and Accessibility

10.1 Official Language
This Policy is provided in English. Translations in German, French, or Italian are available upon request to comply with Swiss multilingual requirements.

10.2 Accessibility
This Policy is accessible at https://schweiztrendshop.ch/returns-policy or https://surprey.com/returns-policy and forms an integral part of our Terms and Conditions.