Returns, Withdrawal and Refund Policy (14 Days)

Swiss Dental Wellness – Zurich
Last updated: 22 October 2026

1. General Information

This Returns, Withdrawal and Refund Policy applies to orders placed with Swiss Dental Wellness.

Different statutory withdrawal, warranty and consumer protection rights may apply depending on the delivery country, the customer's habitual residence and the law applicable to the order. Nothing in this policy limits any mandatory statutory rights.

Information about delivery destinations, shipping methods, shipping charges and applicable free-shipping thresholds is available in our Shipping Information and in the conditions displayed at checkout.

2. Returns Within 14 Days

We offer the possibility of returning eligible products within 14 days of receiving the goods.

For customers in Switzerland and Liechtenstein, where no mandatory statutory return or withdrawal right applies, this is a voluntary return right offered by Swiss Dental Wellness. The conditions set out in this policy apply to its exercise.

Consumers in the European Union (EU), European Economic Area (EEA) and United Kingdom retain their applicable statutory withdrawal and consumer protection rights, independently of our voluntary returns policy.

A product is eligible for a voluntary return if the relevant conditions are met and no exclusion under this policy applies.

3. How to Return an Item

1. Notify us of your return or withdrawal within the applicable period. Email info@swissdentalwellness.ch or, where available, use the electronic withdrawal form on our website. If possible, identify the items concerned and provide your order number. No reason is required for a statutory withdrawal.

2. Review our return instructions. We will provide the return address and, for international returns, the information required for customs processing. Contacting us helps organise the return, but the valid exercise of a statutory withdrawal right does not require our approval.

3. Send the goods back within the applicable deadline. In the case of statutory withdrawal, goods must generally be returned within 14 days after notifying us of the withdrawal, where required by applicable law. Voluntary returns are subject to the return conditions communicated by us.

4. We will process your return and refund. Once the goods have been received, we will inspect their condition where permitted and arrange any refund in accordance with this policy and applicable law.

Direct return shipping costs are generally borne by the customer in cases of change of mind or voluntary returns, unless otherwise expressly agreed or where the law requires Swiss Dental Wellness to bear those costs.

4. How to Notify Us of a Return or Withdrawal

You may notify us of a return or withdrawal by email at:

info@swissdentalwellness.ch

To exercise a statutory withdrawal right, a clear statement of your decision to withdraw from the contract is sufficient. You do not need to provide a reason.

Where applicable to the order, an electronic EU withdrawal form is also available on our website. It can be opened using the relevant button displayed on the website. The form opens in a side panel and does not require a separate page link.

Alternatively, you may continue to use email or the model withdrawal form in Section 14. Use of the electronic form is not mandatory.

Where possible, please provide the relevant items, your name and your order number. An order number is not a mandatory condition for statutory withdrawal, provided the order can be identified by other means.

For international returns, we recommend waiting for our shipping and customs instructions to avoid unnecessary costs and delays. This recommendation does not affect statutory deadlines or the validity of a withdrawal notified on time.

5. Conditions for Voluntary Returns in Switzerland and Liechtenstein

To qualify for our voluntary return policy, products must generally:

• be unused;

• be unopened and, where applicable, still sealed;

• be complete;

• be in their original packaging;

• be in a condition suitable for resale.

Proof of purchase or an order confirmation is required.

The return must be notified within 14 days of receipt. We will then provide the next steps.

Direct return shipping costs are borne by the customer unless Swiss Dental Wellness expressly agrees to provide free return shipping or is legally required to cover those costs.

These conditions apply exclusively to our voluntary return offer. Mandatory statutory rights relating to defective, non-conforming or incorrectly delivered products remain unaffected.

6. Statutory Right of Withdrawal in the EU, EEA and United Kingdom

Where applicable law provides a statutory right of withdrawal, consumers may generally withdraw from a distance sales contract within 14 days without giving any reason.

For goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods. Different rules for calculating the period may apply to split deliveries and certain types of contracts.

To meet the withdrawal deadline, it is sufficient to send a clear withdrawal statement before the period expires.

Following notification of withdrawal, the goods must generally be returned within the legally prescribed period, usually 14 days.

Consumers may inspect the goods to the extent necessary to establish their nature, characteristics and functioning.

Handling or using the goods beyond what is necessary for such inspection may result in a legally permitted deduction for diminished value, provided the applicable legal requirements are met.

Statutory exceptions to the right of withdrawal remain applicable. Further details are provided in Section 10.

Where required by law, mandatory information about the right of withdrawal is provided before the contract is concluded. Any mandatory rights arising from legally insufficient withdrawal information remain unaffected.

7. Return Shipping Costs

For voluntary returns and statutory withdrawals due to a change of mind, customers generally bear the direct costs of returning the goods, provided this allocation of costs is permitted by applicable law and the required information was provided before the contract was concluded.

Swiss Dental Wellness does not automatically provide free return labels or cover all return shipping charges.

Actual return shipping costs depend on factors including the country of dispatch, the selected carrier, and the weight and dimensions of the parcel. Special statutory cost information requirements apply to goods that, by their nature, cannot normally be returned by post.

For damaged, defective, non-conforming or incorrectly delivered goods, Swiss Dental Wellness bears the necessary and reasonable return shipping costs where required by law.

For such claims, please contact us before returning the goods so that we can arrange an appropriate and cost-effective solution. This request does not restrict your statutory rights.

Costs for express, special or unnecessarily expensive shipping methods independently selected by the customer will only be covered where agreed in advance or legally required.

Any voluntary payment of return shipping costs in an individual case does not create a general entitlement to free returns.

8. Return Address

Swiss Dental Wellness
Rigiplatz 1
8006 Zurich
Switzerland

Please do not send parcels cash on delivery or use unusually expensive shipping methods unless agreed with us in advance.

We recommend using a tracked shipping service and keeping your proof of postage or tracking information until the return has been fully processed.

For returns from outside Switzerland, please also review the customs information in Section 9.

9. Customs Duties, Import Taxes and Customs Processing for Returns

International deliveries and returns may involve customs duties, import VAT, customs clearance fees and other charges imposed by authorities or service providers.

Import duties and fees paid directly by the customer to customs authorities, carriers or other third parties at the time of the original delivery are not automatically refunded by Swiss Dental Wellness.

Whether such amounts can be refunded or recovered depends on the applicable customs and tax regulations. A separate claim may need to be submitted to the relevant authority or service provider.

This limitation does not apply to amounts collected directly by Swiss Dental Wellness that must be refunded under applicable law, or to other mandatory statutory refund entitlements.

For returns from the EU, EEA or United Kingdom to Switzerland, shipping and customs documentation must be completed accurately. Where appropriate, the shipment should be identified as returned goods. Declared values and references to the original shipment must be truthful.

Please contact us before making an international return so that we can provide the information needed for customs processing.

Swiss Dental Wellness does not automatically cover additional customs clearance, storage, cash-on-delivery or special handling fees arising from independently selected, unnecessary or unagreed procedures. This allocation of costs applies only to the extent permitted by law.

Mandatory legal obligations relating to defective or non-conforming goods remain unaffected. In particular, costs that mandatory consumer protection law requires the seller to bear will not be passed on to the customer.

10. Products Excluded from Returns or Withdrawal

Under our voluntary return policy for Switzerland and Liechtenstein, the following products may in particular be excluded:

• opened or used hygiene and personal care products;

• opened food products, tea blends or dietary supplements;

• personalised or custom-made products;

• gift vouchers, subject to any mandatory statutory rights.

Where a statutory right of withdrawal exists, only exclusions permitted by applicable law apply.

These may include:

• goods made to the consumer's specifications or clearly personalised;

• goods liable to deteriorate or expire rapidly;

• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed after delivery.

Simply opening the outer shipping packaging does not automatically result in the loss of a statutory right of withdrawal.

Mandatory statutory rights relating to defects or lack of conformity remain applicable even where a product is excluded from statutory withdrawal.

If you are unsure whether a particular product is eligible for return, please contact info@swissdentalwellness.ch.

11. Damaged, Defective or Incorrectly Delivered Items

Please inspect your order as soon as reasonably possible after delivery.

If an item is damaged, defective, incomplete or incorrectly delivered, please contact:

info@swissdentalwellness.ch

To help us process your claim promptly, we ask that you report visible shipping damage or delivery errors, where possible, within 48 hours of receipt and include your order number and any available photographs or videos.

Failure to report an issue within 48 hours does not result in the loss of any mandatory statutory warranty or consumer protection rights.

For valid claims, we will provide the remedies required by applicable law. Depending on the circumstances, these may include repair, replacement, a price reduction or a refund.

Where legally required, the remedy will be provided at no additional cost to the customer, including necessary and reasonable shipping or return costs.

Where possible, please wait for our instructions before returning an item that is the subject of a claim so that we can coordinate the process. Statutory rights and deadlines remain unaffected.

12. Refunds

After receiving returned goods, we will inspect their condition where necessary and legally permitted, and inform the customer about the outcome.

For voluntary returns in Switzerland and Liechtenstein, approved refunds are generally issued to the original payment method. Processing is normally completed within 10 business days after our inspection has been finalised.

For voluntary returns, original outbound shipping charges are generally non-refundable unless the return results from an error by Swiss Dental Wellness or a refund is required by law.

Partial Returns and Originally Free Shipping

If an order qualified for free shipping based on its original value and only part of that order is subsequently returned, eligibility for free shipping may be reassessed.

Where a voluntary partial return reduces the value of the items retained by the customer below the free-shipping threshold applicable at the time of purchase, the standard shipping charge that would originally have applied to the remaining order may be deducted from the refund, provided this rule was agreed before purchase and is legally permitted.

Any deduction will not exceed the standard shipping charge that would have applied to the retained items under the shipping conditions in force when the order was placed. Express or priority shipping charges will not be applied retrospectively where they would not have been relevant.

Where a statutory right of withdrawal is exercised, such recalculation will only take place to the extent permitted by mandatory applicable law. Statutory refund entitlements remain unaffected.

The free-shipping thresholds applicable at the time of purchase are set out in our Shipping Information and the conditions displayed at checkout.

Statutory Refunds in the EU and EEA

Following a valid statutory withdrawal, we will refund all legally required payments without undue delay and generally no later than 14 days after receiving the withdrawal notice, as provided by applicable law.

Where legally permitted, we may withhold reimbursement until we have received the goods or the customer has provided evidence of having sent them back, whichever occurs first.

For a complete statutory withdrawal, the refund also includes the legally refundable cost of the least expensive standard delivery method originally offered. Additional charges resulting from the customer's express choice of a more expensive delivery method are not refunded where the law permits.

A legally permitted deduction for diminished value may be applied where the goods have been handled beyond what was necessary to establish their nature, characteristics and functioning, provided all applicable legal requirements are met.

Statutory Refunds in the United Kingdom

Consumers in the United Kingdom benefit from the refund deadlines and consumer protection rights provided by applicable law.

Following a valid statutory withdrawal, legally required payments will be refunded, including refundable original standard delivery charges. Any statutory rights to withhold reimbursement and legally permitted deductions remain applicable.

Payment Method and Processing Times

Refunds are generally issued using the same payment method used for the original order, unless expressly agreed otherwise and provided the customer does not incur any prohibited charges.

Depending on the bank or payment provider, additional time may be required before the refund appears in the customer's account.

If a refund we have confirmed is still not visible after 15 business days, please contact us.

13. Exchanges

An exchange may be offered if the requested replacement item is available.

If a direct exchange is not possible, the original order may be refunded in accordance with the applicable return or withdrawal conditions, and a new order may be placed.

For voluntary exchanges requested because of a change in preference, additional shipping charges may apply. Such charges will be communicated before any agreement is made.

Mandatory statutory rights relating to defective, non-conforming or incorrectly delivered goods remain unaffected.

14. Model Withdrawal Form

If you wish to exercise a statutory right of withdrawal, you may use the following form. Use of this form is not mandatory.

Alternatively, you may notify us by email at info@swissdentalwellness.ch or use the electronic withdrawal form available on our website, where applicable.

To:
Swiss Dental Wellness
Rigiplatz 1
8006 Zurich, Switzerland
Email: info@swissdentalwellness.ch

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

Ordered on / received on:

Name of consumer(s):

Address:

Order number (if available):

Date:

Signature (only if this form is submitted on paper):

15. Contact

Swiss Dental Wellness
Rigiplatz 1
8006 Zurich, Switzerland
Tel.: +41 76 561 86 56
Email: info@swissdentalwellness.ch

We handle returns, withdrawals and refunds with care, fairness and transparency. Mandatory statutory consumer rights remain unaffected at all times.