Refund policy
1. Purpose
Swisstrade is committed to providing quality products and excellent customer service. This Returns Policy applies to all purchases made from Swisstrade, whether ordered online, through a sales representative, by phone or via email.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
2. Damaged, Incorrect or Missing Items
Please inspect your order promptly upon delivery.
If your order has arrived damaged, contains incorrect products or items are missing, please notify Swisstrade within 10 days of delivery and provide your order or invoice number, details of the issue and photographs where applicable.
If the issue is confirmed to be the result of an error made by Swisstrade, we will arrange the appropriate remedy, including collection, replacement, a credit note or refund where applicable, at no additional cost to you.
3. Faulty Products
If you believe a product is faulty, please contact Swisstrade as soon as reasonably possible.
Where a product is confirmed to be faulty, Swisstrade will determine the appropriate remedy, which may include a credit or replacement in accordance with the Australian Consumer Law.
4. Change of Mind & Customer-Initiated Returns
Requests to return goods that are not faulty or supplied in error must be made within 10 days of delivery.
Returns are subject to Swisstrade's approval.
If approved, returned goods must:
- Be in their original condition
- Be returned in their original packaging
- Not have been used, installed or damaged
Customers are responsible for arranging and paying for the return freight.
A 20% restocking fee applies to all approved customer-initiated returns and will be deducted from the value of the credit note issued.
5. Non-returnable Items
Unless required under the Australian Consumer Law, the following items cannot be returned:
- Indent products
- Special order items
- Bespoke or customised products
- Linen, bedding, towelling
6. Inspection, Credits & Refunds
All approved returns are inspected upon receipt by Swisstrade.
Returned goods must be received in acceptable resale condition before any credit is issued.
Where a customer-initiated return is approved, a credit note will be issued, less any applicable restocking fee.
Refunds will only be provided where required under the Australian Consumer Law or otherwise approved by Swisstrade.
7. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation.