At Swiss Sustain, customer satisfaction is important to us. Due to the nature of skincare and beauty products, we follow a strict but fair return and refund policy to ensure product safety and quality.

1. Return Eligibility

We accept returns only under the following conditions:

  • Product received is damaged or defective
  • Wrong product was delivered
  • Item is expired at the time of delivery

To be eligible for a return:

  • You must request within [3–7] days of receiving the product
  • Product must be unused and unopened
  • Original packaging, seal, and labels must be intact
  • Proof of purchase (invoice/order ID) is required

2. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Opened or used skincare/beauty products
  • Products with broken seals not caused by delivery damage
  • Change-of-mind purchases
  • Discounted / clearance items
  • Free gifts or promotional items

3. Return Request Process

To request a return, please contact us with the following details:

  • Order number
  • Product name
  • Clear photos of the product and issue
  • Short description of the problem

Contact:
Email: info@swisssustain.com
Phone/WhatsApp: 01998879527

Our support team will review and respond within [24–72 hours].

4. Return Approval & Shipping

  • Returns must be approved before sending any product back
  • If approved due to our error (wrong/damaged item), we will cover return shipping
  • If return is approved under special exception, customer may need to bear delivery cost

5. Refund Policy

After we receive and inspect the returned item:

  • Approved refunds are processed within [5–10] business days
  • Refund will be sent via the original payment method or agreed alternative
  • Shipping charges are non-refundable (unless the error is from our side)

6. Replacement Option

Instead of a refund, customers may choose:

  • Product replacement
  • Store credit (if available)

7. Order Cancellation

Orders can be cancelled only if:

  • The order has not yet been shipped
  • Cancellation request is made quickly after placing the order

Once shipped, cancellation is no longer possible.

8. Contact Us

For any return or refund-related questions, contact:

📧 Email: info@swisssustain.com