Refund policy

1. Delivery Conditions of Goods

Delivery is carried out in principle via the DHL distribution service.

Mygreenswiss bears the shipping costs for deliveries made within Switzerland. The desired delivery service may be selected online during the ordering process. The resulting costs must be paid in advance by the customer.

The products that you order in our online shop and that we have in stock will be delivered to you within 2–6 working days after receipt of full payment. You may use the tracking number in order to follow the progress of your order in real time.

When products are listed as being out of stock at the time of ordering, Mygreenswiss will endeavor to deliver them as quickly as possible after restocking. Mygreenswiss will make every effort to comply with the indicated delivery deadlines. However, Mygreenswiss is not responsible for delivery delays, whatever their cause. If the delivery of your goods is delayed, we will inform you as soon as possible.

If delivery has still not been made 2 weeks after the initially agreed deadline, the customer is entitled to cancel the order. Any other claims are excluded, particularly claims for damages.

If shipment of the product fails due to the fault of the customer despite 3 delivery attempts, Mygreenswiss may withdraw from the contract. In such case, payments already made will be refunded immediately.

2. Retention of Title

Hevva Sàrl remains the owner of the delivered goods until full payment has been received.

3. Right of Withdrawal and Right of Return

3.1 Conditions

For any purchase of our products via our online shop (with the exception of certain products; see below the restrictions of withdrawal), you have, as a consumer, a right of withdrawal of 7 days after receipt of the products without having to indicate the reasons.

Within 7 days following receipt of the goods, you or a third party other than the carrier designated by you may withdraw from the contract by returning the goods to us or by informing us of the formal withdrawal of the contract in writing (for example, postal mail, email, fax).

The 7-day return period begins on the day of receipt of the goods and is valid provided that the goods or the withdrawal letter are handed over to the Post Office or to another transport company no later than the last day of the period.

The condition for exercising the right of withdrawal is that the goods have not been used and are returned to us in their entirety, intact and in their original packaging.

The goods, together with the duly completed acknowledgment of receipt, must be returned to the following address:

Mygreenswiss
Avenue des Alpes 59/B – 1820 Montreux

3.2 Consequences of Withdrawal

If you withdraw from the contract and the return of the goods is duly carried out, we will refund the total price of the goods, including delivery costs (with the exception of costs resulting if you have chosen a delivery method other than the standard and more economical delivery that we offered), no later than within 7 days from the day on which we acknowledge receipt of the withdrawal of the contract or of the returned goods.

The refund shall be made by the payment method originally used and shall always be paid to the account used for payment, unless expressly agreed otherwise; no fees will be charged to you as a result of this refund.

We kindly ask you to ensure that you have access to the indicated bank account, Mygreenswiss assuming no responsibility in this regard.

We may delay the refund until we have recovered the goods or until you have provided proof of shipment of the goods, the date retained being that of the first of these events.

You shall only bear a possible loss of value of the goods if such loss results from handling that was not necessary to verify the characteristics, properties and functioning of the goods.

3.3 Restrictions of the Right of Withdrawal

The right of withdrawal does not apply to the following contracts:

• Delivery of products that have been prepared according to your own specifications or that have clearly been adapted to your needs (customized products, individualized products)

• Where the delivery concerns products that have been opened after delivery and that are no longer suitable for return for reasons of health protection or hygiene

4. Notification of Defects / Warranty

Mygreenswiss guarantees that the goods correspond to the described quality criteria and that they contain no defect affecting their value or their suitability for the intended use.

After receipt of the goods, the customer must immediately verify that the delivered product is correct, complete and free of damage.

Defects or damages must be reported to Mygreenswiss within 5 working days.

Defects that could not be detected during a proper inspection and that were discovered only later must be subject to a written complaint immediately after their identification.

If you have not checked the defect or if you do not report it immediately, the product is considered accepted and you no longer have the right to assert any claims against us.

The statutory provisions concerning warranty for manufacturing, material or production defects apply.

The warranty period is 2 years from receipt of the product.

Excluded from the warranty are products that have been damaged through the fault of the buyer (dropping of the product, exposure to sunlight, removal of vegetation, exposure to a humidity rate higher than 60%).

The customer’s warranty rights are limited to replacement delivery or correction of defects/repair, to the exclusion of any other claim, including reduction or compensation for indirect or consequential damages.

Mygreenswiss decides at its sole discretion whether to carry out a replacement delivery or to proceed with repair of the product.

If subsequent delivery or repair fails, the customer is entitled to withdraw from the contract in case of serious defects.

In the event of a complaint and for any other technical question, please contact:

Hevva Sàrl – Avenue des Alpes 59/B – 1820 Montreux (Switzerland)

The defective product must be returned together with a copy of the invoice and a detailed description of the defect.

Return is carried out at the expense and risk of the customer.

5. Create an Account

After having created a customer account and registered, you may check the status of past orders, ongoing orders or recently ordered products, consult your address details, manage and save possible payment data.

Once your data has been saved, you are no longer required to re-enter it during a new purchase.

When you create such an account, you undertake that your personal data is complete and truthful.

You are required to treat your access data confidentially and not make it accessible to unauthorized third parties.

Mygreenswiss guarantees to treat your data confidentially and not to communicate it to unauthorized third parties.

Further information concerning data protection may be consulted within the framework of our privacy policy.

Registration is free of charge, unless it concerns a registration for a paid subscription (see Section II).

Each customer is entitled to have only one account.

We reserve the right to delete certain applications as well as to warn, close, delete or modify the content of customer accounts that violate our GTC or our individual agreements.

Mygreenswiss is not obliged to register a customer account or to accept the order of a registered customer.

6. Claims and Complaints

We attach great importance to satisfying our customers.

You may reach us at any time using the contact information mentioned above.

We will endeavor to respond to your questions and to examine your complaints as quickly as possible.

We will get in contact with you after receipt of the documents, submissions or complaints that you have sent to us.

If you have claims or complaints to formulate, we kindly ask you to help us identify the exact problem, if applicable by attaching a copy of your order or at least your order number and customer number, etc.

We will ensure that we respond to you within 5 working days.

7. Liability

Mygreenswiss is liable, if it breaches the obligations incumbent upon it under these GTC and under the contractual relationships resulting therefrom, for any proven damage that it may have caused intentionally or through gross negligence.

Whether based on a contract, following an infringement or for any other reason, any liability is expressly excluded in cases of slight negligence, medium negligence or in the case of consequential damages.

By way of example, direct damages include loss of profits, property damage, damage to reputation, damage caused by computer viruses or loss of data due to a temporary deficiency or interruption of Mygreenswiss services.

Furthermore, Mygreenswiss assumes no contractual or non-contractual liability for damages caused by auxiliaries entrusted with providing the service.

The above-mentioned exceptions and limitations concerning the liability of Hevva Sàrl do not apply in the case of direct and culpable injuries, harm to bodily integrity and health, as well as in the case of mandatory legal regulations, including those relating to product liability law.

Subject to the above, the liability of Mygreenswiss is, according to these GTC, limited to the price of the goods that the customer has ordered from us — regardless of the legal basis and to the extent that this is legally permissible.

8. Events Beyond Our Sphere of Influence (Force Majeure)

When an event occurs outside our sphere of influence and control (force majeure), we assume no liability in the event of non-performance or delay in performance of the obligations incumbent upon us under these GTC and the contractual relationships resulting therefrom.

Events considered to be outside our sphere of influence include, for example:

Strikes, blockades or other industrial operations caused by third parties, invasions, terrorist attacks, wars, fires, explosions, storms, floods, earthquakes, landslides, epidemics, pandemics, other natural disasters, failure of public or private communication networks, impossibility of using railways, waterways, air routes, driving a vehicle or any other means of transportation by private or public transport.

If one of these events should occur and affect the performance of our contractual obligations, we will inform you as soon as possible.