Return and refund
We want our policies to be clear and transparent so that you know what to expect when ordering from Swiss Roots.
Returns and change of mind
Due to the nature of our products and for reasons of hygiene, safety and product integrity, we do not accept returns or exchanges simply because you have changed your mind, no longer want the product, or are dissatisfied with a product that is not defective.
This applies to both opened and unopened products unless otherwise required by applicable law.
Please check your order carefully before completing your purchase.
Incorrect, damaged or defective products
If you receive an incorrect, damaged or defective product, please contact us within 7 days of receiving your order.
Please provide:
- your order number;
- a description of the issue; and
- clear photographs showing the product, packaging and, where relevant, the damage or defect.
Once we have reviewed the information, we may offer an appropriate solution depending on the circumstances. This may include a replacement or refund.
Please do not dispose of the affected product or packaging until we have completed our review, unless we advise you otherwise.
Products damaged during delivery
If your parcel or its contents arrive damaged, please contact us within 7 days of delivery and provide photographs of both the parcel and the affected products.
After reviewing the case, we may arrange a replacement or refund, as appropriate.
Lost or undelivered parcels
If tracking information indicates a delivery problem or your parcel has not arrived within the expected delivery period, please contact us.
We may investigate the shipment with the delivery provider. Where a parcel is confirmed as lost or cannot reasonably be delivered, we may arrange a replacement or another appropriate solution.
Exchanges
We do not offer exchanges for change of mind, personal preference or dissatisfaction with a non-defective product.
Where an incorrect, damaged or defective product has been supplied, we may provide a replacement as part of resolving the issue.
Refunds
Where a refund is approved, it will normally be issued to the original payment method.
We aim to process approved refunds promptly. Depending on your payment provider or financial institution, it may take approximately 10–14 business days for the refunded amount to appear in your account.
Shipping costs
Where we confirm that an incorrect, damaged or defective product was supplied, any reasonable return-shipping arrangements required by us will be communicated to you as part of the case.
Shipping costs relating to voluntary or non-eligible returns are not refundable.
How to contact us
If there is a problem with your order, please contact us at:
Swiss Roots
Operated by Swiss Nutri GmbH
Fänn West 10
6403 Küssnacht am Rigi
Switzerland
Email: hi@swissroots.ch
Telephone: +41 41 588 02 91
Please include your order number whenever possible.
Statutory rights
Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded under applicable law.