Refund policy
Return & Refund Policy
Last updated: September 4, 2026
At SwissFibre, we want you to be completely satisfied with your purchase. If you change your mind about your purchase, you have the legal right to cancel your order within the applicable 14-day cooling-off period, subject to the conditions and exceptions described below.
This Return & Refund Policy applies to purchases made through SwissFibre.shop and is intended to comply with applicable Dutch consumer protection law.
1. Right of Withdrawal
If you are a consumer purchasing from SwissFibre online, you generally have the right to cancel your purchase within 14 days without giving a reason.
The 14-day period begins on the day after you, or a third party designated by you, receives the product.
If your order consists of multiple products delivered separately, the 14-day period generally begins when you receive the final product.
You do not have to provide a reason for exercising your right of withdrawal.
To exercise your right of withdrawal, you may contact us by email at:
You may also use our online withdrawal function, where available.
2. How to Exercise Your Right of Withdrawal
To cancel your purchase, please send us a clear statement that you wish to withdraw from the purchase.
Please include, where possible:
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Your order number
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Your name
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The product(s) you wish to return
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The date of your order
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The date you received your order
Providing a reason for the return is not required.
You may contact us at:
Once you have informed us that you are exercising your right of withdrawal, you must send the product back to us without undue delay and, in any event, within 14 days after notifying us of your withdrawal.
3. Return Address
Unless we provide different written return instructions for your specific order, products should be returned to:
SwissFibre
Schollevaarlaan 47
2106 DB Heemstede
The Netherlands
Please contact us before sending your return so that we can provide any applicable return instructions.
A return does not require our prior approval in order for you to exercise your statutory right of withdrawal.
4. Condition of Returned Products
You may handle and inspect the product to the extent necessary to establish its nature, characteristics and functioning, in the same way that you would reasonably be able to do in a physical store.
You are responsible for any reduction in the value of the product resulting from handling beyond what is necessary to determine its nature, characteristics and functioning.
Where possible, please return the product in its original packaging and with all included accessories. However, the absence or damage of original packaging does not automatically remove your statutory right of withdrawal.
5. Return Shipping Costs
If you exercise your statutory right of withdrawal, you are responsible for the direct cost of returning the product, unless SwissFibre has agreed to bear these costs or we failed to inform you before purchase that you would be responsible for them.
If the product is defective, damaged before delivery, incorrect, or otherwise does not conform to the agreement, SwissFibre will be responsible for the appropriate return costs.
6. Refunds
If you exercise your right of withdrawal, SwissFibre will refund all payments received from you in connection with the cancelled purchase.
This includes the cost of the original delivery.
However, if you specifically chose a more expensive delivery method than the least expensive standard delivery option offered by us, we are only required to refund the amount corresponding to the standard delivery option.
Refunds will be made without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw from the purchase.
We may delay the refund until we have received the returned product or until you provide evidence that you have sent the product back, whichever occurs first.
Refunds will normally be made using the same payment method that you used for the original transaction, unless you expressly agree to another method. You will not be charged any fees for the refund.
7. Partial Returns
If you return only part of an order, the original delivery costs do not necessarily have to be refunded.
For example, if you purchased several products in one order and only return one of them, SwissFibre may not be required to refund the original delivery charge.
8. Damaged, Defective or Incorrect Products
If your product arrives damaged, defective, or different from what you ordered, please contact us at:
Please provide your order number and, where possible, photographs showing the issue.
We will assess the issue and provide an appropriate solution in accordance with your statutory consumer rights.
If a product does not conform to the agreement, you may have rights under the statutory legal guarantee (wettelijke garantie). Depending on the circumstances, the appropriate solution may include repair, replacement, a price reduction or a refund.
You will not be required to pay return shipping costs for a product that is defective or does not conform to the agreement.
Your statutory consumer rights are not limited by this Return & Refund Policy.
9. Legal Guarantee
All products sold to consumers are covered by the statutory legal guarantee applicable under Dutch law.
There is no single fixed statutory warranty period in the Netherlands. You are entitled to a product that meets the expectations you may reasonably have based on, among other things, the type of product, its characteristics, the information provided by SwissFibre and the price paid.
If a product does not conform to the agreement, SwissFibre will provide an appropriate remedy in accordance with applicable law.
The statutory legal guarantee applies independently of any voluntary or commercial warranty that SwissFibre may offer.
10. Exchanges
We do not offer direct product exchanges.
If you would like a different product, you may exercise your right of withdrawal for the original product, where applicable, and place a new order.
This does not affect your statutory rights if the original product is defective or does not conform to the agreement.
11. Products That Cannot Be Returned
The statutory right of withdrawal does not apply to certain products and situations specified by law.
If an exception applies to a particular SwissFibre product, we will clearly inform you before you place your order.
For standard SwissFibre products that are not subject to a statutory exception, the normal 14-day right of withdrawal applies.
12. Unclaimed or Refused Deliveries
Refusing to accept a delivery or failing to collect a package does not by itself constitute a valid exercise of the right of withdrawal.
If you wish to cancel your purchase, please contact us at info@swissfibre.shop or use the available online withdrawal function.
13. Contact
If you have any questions about returns, refunds, defective products or your right of withdrawal, please contact us:
SwissFibre
Schollevaarlaan 47
2106 DB Heemstede
The Netherlands
Email: info@swissfibre.shop
Statutory Notice
Nothing in this Return & Refund Policy is intended to restrict or exclude any mandatory consumer rights you have under applicable Dutch or European law.
Where this policy differs from a mandatory legal consumer right, the mandatory legal right will prevail.