Returns and guarantee

Welcome to our returns and warranty page

Your satisfaction is important to us. However, if something does not turn out to your complete satisfaction, you will find all the information about returning and guaranteeing our products here.

Right of return and withdrawal

You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period begins on the day on which you or a third party named by you take possession of the goods.

To exercise your right of withdrawal, please send us a clear declaration by e-mail to returns@one-horizon.ch. Make sure that the goods are returned at your expense.

The following fees may apply for returns:

• Processing fee
• Return costs: The customer bears the direct costs of returning the goods.
• Customs duties: Returns from abroad will incur customs duties, which will be charged to the customer and deducted from the refund amount.

Please note:

• Cosmetics and hygiene products cannot be returned for reasons of hygiene.
• Returns from abroad are not possible for orders under CHF 40.
• Returns should be in perfect condition. Damaged or used goods cannot be refunded.

The refund will be made after receipt and inspection of the returned goods. Appropriate refunds will be made in the form of a voucher or a refund to the card used or by IBAN.

Guarantee

If the product you have purchased is defective, we offer you the following options:

1. Replacement delivery: If possible, we will send you a replacement product.
2. Refund: If a replacement delivery is not possible, a refund will be made in the form of a voucher or a refund to the card used or by IBAN.

Note: The customer can choose the shipping service provider for returns, but is responsible for ensuring that the package arrives undamaged. Refunds cannot be guaranteed for damaged returns. In this case, please contact the shipping service provider.

Contact us

Our customer support is at your disposal for all questions and concerns:

E-mail: info@one-horizon.ch

Office hours: Monday to Friday, 9:00 am to 5:00 pm CET

We would like to thank you for your trust and look forward to continuing to welcome you as a customer.

Your One Horizon team