Returns and guarantee

You can return your order within 30 days without giving a reason. The 30 -day period begins as soon as you receive the package.

• In original condition, unopened and unused. The item must be returned exactly as you received it: in its original, undamaged packaging, with all seals, protective films, labels, and stickers intact and still attached, and with all accessories and instructions included. Of course, you may open the package to see what’s inside. However, once a product has been unpacked, used, or had its seal removed, it is no longer considered new, and we can no longer sell it. In this case, a refund is not possible.
• Not every item can be returned. Cosmetics and hygiene products are generally excluded for hygiene reasons. Information on whether a product can be returned is always listed on the respective product page. If in doubt, check this before making a purchase—that way, there won’t be any surprises later.
• Register in advance; the address will be provided afterward. First, register the return on the returns portal. You’ll receive the return address in your confirmation; it may vary depending on the item. Do not send anything back without first registering it, otherwise we won’t be able to identify the package.
• Transport risk. You are free to choose any shipping carrier, but you are responsible for ensuring that the package arrives at our location undamaged.

You’re responsible for the direct costs of the return. We’ll be honest: Free returns lead to more orders and more returns. We’d rather put that effort into providing complete product information so you can make the right decision before you buy. In return, you’ll have 30 days to decide—and this is entirely voluntary: Swiss law doesn’t mandate a right of return for online purchases at all.

In some cases, a processing fee may apply, such as when a return shipment arrives at our facility unannounced and without postage paid.

The refund will be issued after we receive and inspect the returned merchandise. You’ll receive the refund via the same method you used to pay—that is, to your credit card, via TWINT, PayPal, or bank transfer—or, if you prefer, as a gift card. Depending on the provider, it may take a few days for the credit to appear in your account.

All products in the store are covered by the two-year statutory warranty under Swiss law. If a product is defective, you have two options:

• Replacement shipment. If the product is still available, we’ll send you a replacement.
• Refund. If a replacement shipment is not possible, we will refund the amount as a gift card or to your payment method.

Please contact us at info@one-horizon.ch with your order number and a photo of the defect. This will significantly speed up the process because we can assess the issue right away.

The defective item must be returned to us in any case, and we will cover the shipping costs. We’ll send you instructions on how to do this, so you don’t have to pay anything up front. A replacement or refund will be issued as soon as the item arrives and is inspected by us. This isn’t a matter of mistrust—it’s simply standard procedure: We need to be able to prove the defect to the brand or supplier.

Take photos of the damage immediately upon receipt, before you unpack any further: the outside of the package, the damage, and the product itself. Without these photos, you won’t be able to file a claim for shipping damage with the shipping carrier.

Please contact us within seven days with the photos and your order number. We’ll take care of a replacement or refund; there will be no cost to you.