Returns

Returns Policy

Nonplastik.ch will be happy to take back any unused items, subject to the terms of this policy being met.

  • You must notify us of any returns via email before sending back any items and include your order number within the parcel. We kindly ask for a short reason behind the return so that we can further improve our service for you.

  • Returns must be notified with 14 days of receiving your items.

  • Items must be unused, unopened, in all the original packaging with all seals intact to receive a full refund. You cannot cancel your order or demand a refund once you have opened the product containers or packaging, or if you have used the product.

  • Your order will not be refunded until the items have been received and inspected by us. We will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

  • Please note we do not take any responsibility for items lost or damaged when being returned to us, to avoid problems ensure you pack the items securely, keep a proof of postage receipt from the post office or send the items back to us via a tracked/recorded service which insures the value of your goods.

Order cancellations

  • You may cancel your order by contacting us within 12 hours of placing the order.

  • If you cancel your order after we have dispatched the products you must return the products in accordance with the returns policies above, unopened and in their complete packaging, to our head office address (see contact us).

Wrong item received

  • We apologise if you have received the wrong item by mistake and we aim to resolve this for you as quick as possible. 

  • Please contact us as soon as you receive the wrong item and we will arrange for the wrong item to be sent back to us and a replacement/correct item to be sent back to you.

  • To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

Item missing

  • Sometimes items may have been accidentally missed out of the order or may have been out of stock in our warehouse.

  • If you do not receive a notification that remaining items are to follow in a subsequent delivery, please contact us within 7 working days of receipt to report your missing item.

  • We will investigate the matter immediately and resolve the problem.

  • If you haven’t received your delivery within 15 working days, then please contact our customer service team to raise an investigation with Swiss Post. Please be aware that if you notify us after 15 working days it may be difficult for Swiss Post to obtain any information as the data is destroyed after a certain amount of time. Deliveries shouldn’t take no longer than 4 working days locally and 15 days internationally after dispatch confirmation. Please contact us as soon as possible to ensure a timely resolution.

Damaged or faulty items

  • We aim to keep our customers satisfied and apologies if you have received an item that is damaged or faulty.

  • For faulty items please contact our Customer Service department on cs@nonplastik.ch or +41 76 451 91 31 and we will advise you on the next steps to receive a refund or replacement product.