Refund policy

Note on translations: Foreign-language versions of these legal texts are provided solely for better understanding. In case of doubt, the German version shall prevail.

1. Voluntary return policy for customers in Switzerland

For orders within Switzerland, we voluntarily grant a 14-day return policy from receipt of the goods.

Conditions for voluntary returns

• The item must be returned unopened, unused, in its original packaging and with the seal undamaged.
• Please include, where possible, the order number, the original invoice or a copy of the invoice with the return.
• Voluntary returns must be announced in advance by e-mail to: office@velisana.shop.

This voluntary return policy does not affect statutory withdrawal rights of consumers in the European Union.

2. Statutory right of withdrawal for consumers in the European Union

Consumers to whom mandatory EU consumer protection law applies have the right to withdraw from the contract within 14 days without giving any reason.

Withdrawal period
The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, received the goods. In the case of a single order containing several goods delivered separately, the period begins upon receipt of the last item.

Exercising the right of withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement. This can be done, for example, by e-mail or via our electronic withdrawal form.

Velisana GmbH
Felsenstrasse 98
9000 St. Gallen
Switzerland
E-mail: office@velisana.shop
Online withdrawal form: Withdrawal form

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you use our electronic withdrawal form, we will send you confirmation of receipt of your withdrawal by e-mail without delay.

3. Effects of withdrawal, shipping costs & return shipment

If you withdraw from this contract, we will refund all payments received from you, including the costs of the cheapest standard delivery offered by us. This does not include any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us.

The refund will be made without delay and no later than 14 days from the day on which we receive notification of your withdrawal.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

For the refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you. You will not be charged any fees for this refund.

You must return the goods without delay and in any event no later than 14 days from the day on which you inform us of your withdrawal from this contract to the applicable return address.

You bear the direct costs of returning the goods.

If your withdrawal is received before the goods have been handed over to the shipping service provider, we will attempt to stop the shipment. If the goods have already been handed over to the shipping service provider, please return the goods after receipt in accordance with the return instructions.

4. Partial returns, bundles, quantity discounts & free shipping

For bundles, value packs, quantity discounts or orders with free shipping, the granted benefit only applies if the respective conditions continue to be met after a return.

In the event of a partial return, we reserve the right to recalculate the refund amount accordingly. The items kept will be calculated at the applicable individual price or at the tiered price still applicable after the return. Quantity discounts, bundle benefits or free shipping already granted may be taken into account or deducted from the refund.

Example:
If a 12-pack bundle is purchased and only part of the order is returned, the price for the cans kept will be calculated as if only those cans had been purchased.

5. Exclusion of the right of withdrawal

The statutory right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene if the seal has been removed after delivery. This applies in particular to sealed food supplements.

The right of withdrawal also does not apply to goods made to customer specifications or clearly tailored to personal needs.

6. Return addresses

Return address for EU orders:
SMS Fulfillment Solutions
Eichenstraße 1a
3385 Gerersdorf
Austria

Return address for Swiss orders:
Velisana GmbH
Felsenstrasse 98
9000 St. Gallen
Switzerland

Please do not return shipments carriage forward. Such shipments may cause additional costs, which we may take into account where applicable.

7. Damages, incorrect deliveries & exchanges

Please check your order upon receipt. If an item is defective, damaged or incorrectly delivered, please contact us without delay so that we can arrange a solution or replacement.

In the case of justified complaints due to damage, defects or incorrect deliveries, we will bear the necessary return shipping costs. Statutory warranty rights remain unaffected.

A direct exchange is not provided. The fastest way to receive another item is to place a new order and, where applicable, return the original item in accordance with the conditions set out above.

8. Model withdrawal form

If you wish to withdraw from the contract, you may use the following model form. Use of this form is not mandatory.

To:
Velisana GmbH
Felsenstrasse 98
9000 St. Gallen
Switzerland
E-mail: office@velisana.shop

I hereby withdraw from the contract concluded by me for the purchase of the following goods:

Goods:
Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Date:

Signature of consumer, only if communicated on paper.

9. Contact

E-mail: office@velisana.shop
Please include your order number with every enquiry.