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Return Policy

Returns policy

If there is something wrong with the product you have received or if your delivery does not match your order (wrong product or if a product is missing), please contact our Customer Service at escape@zermattkollektiv.ch.

If the goods are damaged, send us a description of the problem with attached pictures. Your complaint should be sent to us as soon as possible. No complaints will be accepted 14 days after receipt of the goods. If your complaint is justified, we will refund the reasonable freight charges. 

If you are not satisfied with your product, return the unused product(s) in the original intact packaging within 14 days of receipt for a refund. Please note that you will need to take out additional insurance with the Post Office for fragile goods. If the goods are damaged during return and you have not taken out 'Fragile' insurance with the Post Office, you will not be entitled to a refund.

Please note that when returning a product it is very important to include the order number and your name and address. Without these details we will not be able to process your refund.

All products must be returned in their original packaging with all enclosed documentation, and the packaging must not be broken or otherwise damaged - nor must the product. Otherwise, it will not be possible to obtain a refund.

The goods are your responsibility until they reach our studio. Please ensure that you pack the return securely to avoid damage to the products or boxes.

If we receive the product undamaged, we will immediately refund the value of the product purchased. You must pay the freight charges for returning the product unless you provide us with a receipt for the freight charges by mail. 

Our return address is:
Spissstraße 67 | 3920 Zermatt | Schweiz

It may take up to 14 days for us to receive your return, depending on which postal service you use. Once we receive the returned products, we will check them and process the refund within 48 hours.