Refund policy

Right of Withdrawal & Return Policy

1. Right of Withdrawal (Distance Selling / EU Customers)

If you live in an EU country and the goods were delivered there, you have the right to withdraw from your order within 14 days without giving any reason.

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.

To exercise your right of withdrawal, please inform us with a clear statement (e.g., by email or letter) of your decision to withdraw from this contract:

SwissPicks Handels GmbH
Zwillingsduft.ch
Gigering 8
8213 Neunkirch (Switzerland)
Email: kontakt@zwillingsduft.ch

You may use our model withdrawal form, but it is not mandatory.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the standard delivery costs (excluding any additional costs resulting from a different type of delivery than our standard), without undue delay and at the latest within 14 days from the day on which we received your notice of withdrawal.

We will use the same means of payment you used for the original transaction. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.

2. Returns & Refunds (Voluntary Store Policy)

In addition to your statutory rights, we offer a voluntary 15-day return period. This means you have 15 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be unopened, unused, and in its original condition.

  • It must have all tags and be returned in the original packaging.

  • You must provide proof of purchase (receipt, invoice, or order number).

For hygiene reasons, we do not accept returns of opened, used, damaged, or soiled fragrances. Such items will be returned to you.

3. How to Start a Return

To initiate a return, please contact us at kontakt@zwillingsduft.ch.
Returns must be sent to:

SwissPicks Handels GmbH
Gigering 8
8213 Neunkirch (CH)

Return shipping costs and risk are borne by the customer. Once your return is accepted, you will receive a return label and detailed instructions.

Important: Returns sent without a prior return request cannot be processed.

4. Damages & Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item: kontakt@zwillingsduft.ch.

5. Exceptions & Non-Returnable Items

The following items are excluded from withdrawal/returns:

  • Opened or used perfumes

  • Personalized or custom-made products

  • Sale items or gift cards

  • Hazardous materials, flammable liquids, or gases

6. Refunds

Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days.

Please note your bank/credit card provider may take additional days to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at kontakt@zwillingsduft.ch.