Returns & refunds

Last updated: October 17, 2026

We accept returns. This page explains how to cancel an order before dispatch, how to return an item, who pays which costs, when you get your money back and what applies if a delivery arrives damaged, wrong or not at all. These terms apply to every item in our shop.

Working days are Monday to Friday; calendar days include all days, including weekends and public holidays.

Right of return: 14 calendar days

You can return any item you bought from us. The return period is 14 calendar days after delivery. It is met if you register the return with us by email within these 14 days; the date of your email is what counts. You then send the item back within 14 calendar days of our confirmation (see “Sending the item back”).

The right of return is part of our terms and conditions and is binding on us. Swiss law grants no statutory right of return for online purchases (Art. 40a et seq. CO); our right of return applies to every order regardless.

Conditions

If you return an item that has no defect – for example because you do not like it or no longer need it – it must:

be unused, with no signs of use, damage or soiling,
be complete, with all parts, accessories and instructions,
come back in its original packaging. You may open the packaging to look at the item; the packaging must not be damaged, written on or have anything stuck to it.

These conditions do not apply if the item is defective, arrived damaged, we delivered the wrong item or an item or part of it was missing from your delivery. For those cases, the sections “Damaged delivery”, “Wrong or missing item” and “Defective item” apply.

How to register a return

Write to info@scheroh.ch. Please tell us:

your order number (it is in the order confirmation),
which item you are returning and how many,
the reason for the return,
for a defect, damage or a wrong item, also photos: of the item, of the defect or damage, of the original packaging, of the shipping box and of the shipping label.

We confirm your return by email within 2 working days.

Sending the item back

Send the item by post within 14 calendar days of our confirmation to:

Swiss Trend Trade GmbH
Bahnhofstrasse 15
Wangen
Schwyz
8855
Switzerland

Enclose a note with your order number. We accept returns by post only. Send the return with a tracking number, for example as PostPac, and keep the posting receipt: for a voluntary return, you bear the risk until the parcel reaches us.

Costs

For a voluntary return:

You pay the cost of sending the item back.
We do not refund the shipping costs you paid for your order.
If you return only part of an order that was shipped free of charge, we do not charge shipping afterwards.

If the fault is ours or the parcel was damaged in transit – a defect, a wrong or missing item, or damage:

We email you a prepaid Swiss Post return label. The return costs you nothing.
If you choose a refund, you can return only the affected item or all items of the order at our cost. If you return all of them, we also refund the shipping costs of your order.
A replacement is sent to you free of charge.

If we do not accept an item, sending it back to you costs CHF 7.90; instead, you can have it disposed of free of charge (see “If we do not accept an item”). We never charge a restocking, handling or inspection fee.

Refund

We check every return within 2 working days of receiving it. If it is in order, we initiate the refund on the day of the check – via the payment method you used: card, TWINT, PostFinance Pay, Apple Pay or Samsung Pay. Depending on your card issuer or bank, it then takes up to 10 calendar days for the amount to reach your account. In total, your money is in your account no later than 14 calendar days after your return reaches us.

If a voluntary return does not meet the conditions – for example because the item has been used, is damaged or is incomplete – no refund is made; the section “If we do not accept an item” applies.

Exchanges

We do not offer exchanges for a different item. If you would like a different item, return the one you received and order the one you want.

Cancellation before dispatch

You can cancel your order free of charge as long as we have not yet handed it to Swiss Post. Write to info@scheroh.ch and give your order number. What counts is whether the parcel had not yet been handed to Swiss Post when your message reached us.

We confirm the cancellation by email and, within 1 working day of receiving your message, initiate the refund of the full amount including shipping costs – via the payment method you used. The amount is in your account no later than 14 calendar days after that.

Once Swiss Post has taken over the parcel, the order can no longer be cancelled. You can then return the item after delivery, as described above.

If your order does not arrive

If your payment arrives on a working day by 14:00, we hand your order to Swiss Post by the next working day at the latest; if it arrives later or on a Saturday or Sunday, by the second working day after the day of payment. Delivery by Swiss Post then takes 2 to 4 working days. Until Swiss Post delivers your parcel, we bear the risk of loss and damage.

If, exceptionally, we cannot hand an order to Swiss Post within this period, we inform you by email before it ends:

If an item is not available, you choose: we cancel the whole order and refund the full amount including shipping costs, or we ship the other items and refund the amount for the unavailable item, with no shipping charged afterwards. If you do not reply within 2 working days, we hand the other items to Swiss Post within 1 working day of the end of that period. If none of the items is available, we refund the full amount. The money is in your account at the latest 14 calendar days after your reply, the end of that period or – if nothing is available – our email.
If only the handover is delayed, we tell you the day on which we will hand your order to Swiss Post. Until then you can cancel the order free of charge, as described under “Cancellation before dispatch”.

If your parcel has not reached you 7 working days after your order, contact us within 30 calendar days of your order – by email, with your order number. We check the tracking and submit an enquiry request to Swiss Post within 1 working day of your message. If Swiss Post finds the parcel, it delivers it to you; if the parcel has still not reached you 5 working days after your message, it counts as lost.

If your parcel is lost, we refund the full amount including shipping costs – regardless of whether and how much Swiss Post compensates us. We initiate the refund no later than the working day on which the parcel counts as lost, via the payment method you used; the amount is in your account no later than 14 calendar days after that. We handle the enquiry and any claims against Swiss Post; please do not file your own request with Swiss Post. If the parcel reaches you after all once we have refunded you, let us know within 5 calendar days: we email you a prepaid return label within 2 working days and you send the parcel back free of charge – or you keep it and pay the purchase price of the items with the invoice we email you.

If the tracking shows “delivered” but you have not received the parcel, please check your letterbox, your parcel box, a sheltered spot at your entrance and with your neighbours. If you cannot find it, contact us within 5 calendar days of the delivery date shown – by email, with your order number – and confirm that you have not received the parcel. We report the disputed delivery to Swiss Post within 1 working day and have it investigated. If Swiss Post finds that it did not deliver the parcel correctly, or if Swiss Post has given no result 5 working days after your message, the parcel counts as lost and we refund the full amount including shipping costs as described above. If Swiss Post confirms a correct delivery – to you, in your letterbox or parcel box, at a sheltered spot at your entrance or at a drop-off location you have authorised – the delivery has taken place; from then on we no longer bear the risk.

Damaged delivery

Check your delivery when you receive it.

If the shipping box is visibly damaged, please show it to the delivery person and accept the parcel only with a reservation, or refuse to accept it. This preserves the claims against Swiss Post that we assert (Art. 452 para. 1 CO, section 3.5 of Swiss Post's terms).
If the box is intact but the item inside is damaged, the damage must be reported to Swiss Post within 8 calendar days of delivery (Art. 452 para. 3 CO, section 3.5 of Swiss Post's terms); we do this as soon as you report the damage to us as described below.

Report any damage to us within 5 calendar days of delivery – by email, with your order number and photos of the shipping box (from all sides), the shipping label, the inner packaging, the padding and the damaged item. Keep the item and all the packaging until the case is closed. We report the damage to Swiss Post within 1 working day of your message.

Until delivery we bear the risk: if an item reaches you damaged – in transit, because it was already damaged when we shipped it, or because our packaging was not adequate – you receive a free replacement or your money back, as you choose, regardless of whether Swiss Post compensates us. The section “If the fault is ours: the procedure” applies.

Wrong or missing item

If you received a different item from the one you ordered – even if the packaging is right but the contents are not – or if an ordered item or part of it is missing, tell us within 5 calendar days of delivery by email, with your order number and photos of the item, the packaging (with the barcode visible) and the shipping label.

You send a wrong item back to us with a prepaid return label; the section “If the fault is ours: the procedure” applies. If you also received an item you did not order, tell us as well: within 2 working days we email you a prepaid return label for it.

If an item or part of it is missing, you choose:

Delivery of what is missing: we ship what is missing free of charge within 1 working day of your message.
Refund: if a whole item is missing, we refund its price; the money is in your account no later than 14 calendar days after your message.
Return: you return the incomplete item or the whole order with our prepaid return label; the section “If the fault is ours: the procedure” applies.

If what is missing is no longer available, you choose between the other options.

Defective item

If you find a defect after opening the item or later – it does not work, is badly made or does not match its description – you can return it even if the packaging has been opened. The warranty period is 24 months from delivery (Art. 210 CO). Report the defect within 5 calendar days of discovering it, by email, with your order number, a short description and photos or a video.

The section “If the fault is ours: the procedure” applies; your choice between a replacement and a refund is based on Art. 205, 206 and 208 CO. Details of the warranty are in section 7 of our terms and conditions.

If the fault is ours: the procedure

This applies to a defect, a wrong item and an item that arrived damaged, and when you choose a return because an item or part of it is missing. The return costs you nothing.

Report: you report the case within the deadline given in the relevant section, with your order number and photos. Tell us at the same time whether you want a free replacement or your money back. If you choose a refund, you can also return all items of the order at our cost.
Return label: within 2 working days of your report we email you a prepaid Swiss Post return label.
Return: you post the item back to us within 14 calendar days of our email. Delivery by Swiss Post takes 2 to 4 working days after posting.
Check: we check the item within 2 working days of receiving it and tell you the result by email.
Replacement or refund: if the check confirms the fault, you receive what you chose:
- Replacement: we ship a faultless item at our cost within 1 working day of the check; delivery takes 2 to 4 working days. If the item is no longer available, we refund your money instead, as described under “Refund”.
- Refund: we refund the price of the returned items to the original payment method; if you return all items of the order, we also refund its shipping costs. We trigger the refund on the day of the check; the money is in your account no later than 14 calendar days after the item reaches us.

If the check does not confirm the fault, you receive neither a replacement nor a refund; the section “If we do not accept an item” applies.

If we do not accept an item

This applies in two cases: a voluntary return does not meet the conditions – for example because the item has been used or is scratched, damaged or incomplete; or our check does not confirm a reported defect, wrong or missing item or damage.

We tell you so by email within 2 working days of receiving the item, with photos and the reason. No refund is made.
Within 30 calendar days of our email, you choose:
- Return shipping for CHF 7.90: our email includes an invoice for CHF 7.90. Pay it only if you want the item back. Once your payment has been received, we ship the item to you within 1 working day.
- Disposal: we dispose of the item free of charge.
If the invoice has not been paid 30 calendar days after our email, we dispose of the item.

We do not charge an inspection or handling fee in these cases either.

If a voluntary return arrives visibly damaged, we accept the parcel only with a reservation and photograph the parcel and its contents. Swiss Post is liable to you as the sender for damage in transit on the way to us; we provide our photos for your claim with Swiss Post.

See also Shipping & delivery and Payment methods.