Refund policy
Our return policy is valid for a period of 14 days from the date of receipt of your order, in accordance with Swiss and European legislation. After this period, we cannot accept any returns or requests for refunds, except in the case of hidden defects or manufacturing faults.
Return conditions
To be eligible for a return, your item must be unused, in perfect condition, and returned in its original sealed packaging. We cannot accept returns for items whose packaging has been opened or tampered with, unless this is a product defect. Given the perishable nature of honey, we do not accept returns of products that have been consumed, partially used or have passed their expiration date.
Exceptions to the return policy
The following products cannot be returned:
- Honey whose packaging has been opened or damaged after delivery.
- Perishable products showing obvious signs of consumption or handling.
Return procedure
To initiate a return, please contact us at info@miel-de-manuka.ch with your order number and proof of purchase (receipt or invoice). We will then provide you with instructions on how to return your item.
Please do not return your product without our prior authorization.
Refunds
Once your return has been received and inspected, we will send you an e-mail to confirm receipt of the returned item. We'll also let you know whether your claim has been approved or rejected.
If your request is approved, your refund will be processed and credited to your credit card or original payment method within 14 business days.
Partial repayments
Partial refunds may be granted in the following cases:
- If the item is not in its original condition, is damaged or has missing parts that are not due to an error on our part.
- If the item is returned more than 14 days after receipt, but exceptional circumstances justify the return.
Late or missing payments
If you have not yet received your refund, please check your bank account again first. Then contact your credit card issuer or bank, as there may be a processing delay before your refund is officially recorded.
If after these steps you still have not received your refund, please contact us at info@miel-de-manuka.ch.
Promotional items
Items purchased at reduced prices or during special offers are also eligible for a refund, subject to standard return conditions.
Exchanges
We will only replace defective or damaged items. If you need to exchange a defective item for the same product, please contact us at info@miel-de-manuka.ch for exchange instructions. You will then need to return the item to the appropriate return address listed below.
Shipping returns
Items must be returned to the following address:
- For products purchased in Switzerland: E-ProShop Sà rl, miel-de-manuka.ch, Route des Carrières du Lessus 12, 1867 St-Triphon, VD, Switzerland.
You are responsible for return shipping costs, except in the case of defective products or incorrect delivery. Initial shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it.
We recommend that you use a tracking service or take out delivery insurance for items worth more than CHF 75.00. We do not guarantee receipt of items returned without proof of delivery.
Customer responsibility
The customer is responsible for providing accurate information (delivery address, contact details) when ordering. In the event of an error resulting in incorrect delivery, the customer will be liable for any additional costs incurred in re-sending the order.
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