Return- & Exchange policy

Return- & Exchange policy



We want you to be completely satisfied with your purchase from Steinsee. That's why we offer you the option to return products within 30 days of receipt if they do not meet your expectations.





1. Return policy – ​​Simple & Clear



To ensure a smooth return process, please note the following points:


Product condition

The product must be returned in perfect condition, without any signs of use such as stains, scratches or other signs of wear.


Accesories & Labels

Please ensure that all original labels, accessories and any relevant documents are included.


Packaging

The original packaging is helpful, but not absolutely necessary. What's important is that the product is securely packaged to prevent damage during transport.





2. Our flexible return period



You have 30 days to request a return. We know that sometimes things don't fit – that's exactly what we're here for.





3. How to initiate a return



  1. Contact our customer service at contact@steinsee.ch, as soon as you wish to return a item.
  2. Please have your order number ready and briefly tell us the reason for the return.
  3. Our team will review your request and guide you step by step through the return process.






4. Return shipping costs – Transparent & Fair



Return shipping costs

The customer bears the costs for the return shipment.


Exchange (e.g., different size)

We will gladly arrange an exchange. The customer is responsible for the shipping costs of the replacement product.





5. What happens after the return?



exchange

After receiving and inspecting your return, we will send you the product in the desired size upon request.


Coupon

Alternatively, we can issue you a voucher for our shop – without an expiry date.


No refunds

A direct refund of the purchase price is not possible.





6. Exceptions to the right of return



The following items are excluded from returns:


  • Sale & Clearance items
  • Products with signs of use, missing parts or removed labels






7. Defective or damaged products



Should your product arrive damaged or have a manufacturing defect:


  • Contact us within 7 days of receipt at contact@steinsee.ch
  • Please send us a photo of the defect along with your order number.
  • After review, we will offer you either a refund or a free exchange.






8. Fast processing



Upon receipt of your return, we will carefully inspect the product.

We will inform you about further processing via email within 5 working days.





9. Undeliverable packages – Important information



Please ensure that your delivery address is correct and complete.

If a delivery cannot be made due to incorrect information, failure to collect, or other reasons caused by the recipient:


  • No refund will be issued.
  • A return to us is not automatic
  • We accept no liability for lost or undeliverable shipments.



This regulation ensures fair and transparent processes – thank you for your understanding.