Returns & Exchange Policy
At Sublisuisse SNC, we aim to provide high-quality products and reliable service to all our customers. If you are not fully satisfied with your purchase, you may request a return or exchange under the conditions described below.
Return Period
Customers have 7 working days from the date of receiving their order to request a return or exchange. After this period, return requests may no longer be accepted.
Return Conditions
All return requests must first be approved by our customer service team before the product is sent back. Items must be returned unused, in perfect condition, and in their original packaging. Products that have been opened, used, or damaged cannot be accepted for return. Return shipping costs are the responsibility of the customer unless the return is due to an error from our side.
Non-Returnable Items
Certain products cannot be returned or exchanged. These include bulk products such as waxes, oils, fragrances, and wicks, as well as items that are on sale, clearance, promotional offers, or end-of-line products. Custom-made or made-to-order items are also not eligible for return or exchange. Products that have been shipped outside Switzerland cannot be returned.
Return Process
To request a return or exchange, customers must contact our customer support team and provide their order details. Once the request has been reviewed and approved, instructions will be provided for returning the product. After the returned item is received and inspected, the appropriate solution will be processed.
Refunds
Once the returned item has been received and verified, refunds will be processed within a maximum of 15 business days. Refunds are issued only via bank transfer or TWINT. An administrative processing fee of CHF 5 may be applied. Original shipping costs are not refundable.
Damaged or Incorrect Products
If a product arrives damaged or if you receive an incorrect item, please contact our customer service within 7 days of delivery with your order details and supporting photos. Our team will review the situation and provide an appropriate solution.
Contact
For any questions regarding returns or exchanges, customers may contact our support team by email atcontact@sublisuisse.ch or by phone at +41 79 289 90 00. Our team will be happy to assist you.