Refund and Returns Policy

Last updated: October 28, 2026

This policy explains how Swiss Pure handles cancellations, returns, damaged deliveries, incorrect items, and refunds.

For assistance, contact support@swisspure.com with your order number and a description of the issue.

Nothing in this policy limits any rights or remedies available to you under applicable law.

1. Check Your Order on Arrival

Please inspect your order when it arrives. Check that the products and labelled quantities match your purchase and that the packaging and seals are intact.

If an item appears damaged, incorrect, leaking, or otherwise unsuitable, set it aside and contact us before opening or using it.

Keep the product, shipping packaging, and labels while the issue is being reviewed.

2. Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains an incorrect product, or is missing an item, contact us as soon as reasonably possible.

Please provide:

• Your order number.

• The name of the affected product.

• A description of the issue.

• Clear photographs of the item, label, and packaging, where relevant.

• Photographs of the shipping label or parcel damage, if available.

Photographs help us investigate, but we will consider other reasonable evidence where photographs are unavailable.

Depending on the circumstances and applicable law, the resolution may include a replacement, refund, price adjustment, or another appropriate remedy.

3. Product Quality Concerns

If you believe a product does not match its description or has a quality issue, contact us with the product name, order number, and batch or lot number where available.

We may request relevant information or arrange an appropriate inspection to understand the concern.

Do not return, dispose of, or send research materials through the post without first obtaining suitable handling instructions, unless immediate action is necessary for safety.

The outcome will depend on the findings and your applicable rights. Opening an item does not automatically remove rights relating to a product that was faulty, incorrect, or misdescribed when supplied.

4. Change-of-Mind Returns

Contact us before sending back an item you no longer want.

Where applicable law gives you a right to cancel an online purchase, we will honour that right, including the relevant notification, return, and refund requirements.

For eligible consumer purchases covered by EU distance-selling rules, the withdrawal period is generally 14 days after delivery. You must notify us within that period and return the goods within 14 days after notifying us, unless a different arrangement is agreed.

A clear email stating that you wish to withdraw is sufficient. Include your name, order number, the items concerned, and the delivery date.

Legal exceptions may apply to particular goods, such as products that deteriorate rapidly or certain sealed goods after opening. An exception applies only where its legal conditions are met.

Outside applicable statutory rights, change-of-mind return requests are considered individually. Acceptance of a discretionary return will be confirmed before the item is sent back.

5. Return Condition

For a change-of-mind return, keep products unopened, unused, and in their original packaging where possible.

Where statutory withdrawal rights apply, handling beyond what is necessary to establish the nature and characteristics of the goods may result in a deduction for diminished value, where permitted by law.

Products affected by misuse, contamination, alteration, or inappropriate handling after delivery may not qualify for a discretionary return.

These conditions do not exclude rights relating to goods that were defective, incorrect, or not as described when supplied.

6. How to Arrange a Return

Email support@swisspure.com before dispatching a return.

We will explain the applicable process and provide the correct return instructions. The shipping label or address on the original parcel may not be the appropriate return address.

For statutory withdrawal, your right to cancel does not depend on receiving our approval. Contacting us allows us to provide the correct destination and safe handling arrangements.

Package any authorised return securely and retain proof of dispatch. Follow applicable carrier restrictions for the material being returned.

7. Return Shipping Costs

Where a return is required because we supplied an incorrect, damaged, defective, or misdescribed item, we will arrange or cover reasonable necessary return costs as required by applicable law.

For eligible change-of-mind returns, you are responsible for direct return shipping costs where this has been disclosed before purchase and applicable law permits it.

If a product requires special transport arrangements, contact us before booking a carrier. Any applicable arrangements and charges should be clarified before dispatch.

8. Refunds

When a refund is due, it will normally be issued to the original payment method unless another method is agreed without additional cost to you.

We will confirm the refund amount and its processing status. Your payment provider may require additional time to display the funds.

For a valid withdrawal covered by EU consumer rules, reimbursement is generally due within 14 days after we receive your cancellation notice. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence of their return, whichever occurs first.

Where required, the refund will include the original standard delivery charge. Additional charges for a premium delivery option are not refundable solely because you changed your mind, unless applicable law requires otherwise.

Other refunds will be handled within the timeframe required by applicable law.

9. Exchanges and Replacements

If an incorrect or defective product requires replacement, contact us so we can arrange the appropriate resolution.

Requests to exchange an otherwise correctly supplied product for a different item depend on return eligibility and stock availability.

We will not substitute a different product without your agreement.

10. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will check whether processing can be stopped or the requested details can be changed. Once an order has been dispatched, an address change or cancellation may no longer be possible through our fulfilment process.

This does not affect any statutory cancellation or return rights that apply to your purchase.

11. Delayed or Missing Parcels

If your parcel has not arrived within the delivery estimate provided, contact us with your order number.

If tracking shows delivery but you cannot locate the parcel, check the delivery location and any authorised recipient, then notify us so we can investigate with the carrier.

A tracking status alone does not determine every delivery dispute. We will consider the circumstances and our obligations under applicable law.

12. Incorrect Addresses and Returned Parcels

Please check your delivery address before completing your purchase.

If a parcel is returned because of an incorrect address, failed delivery, or refusal, contact us to discuss the available options.

Any redelivery charges or deductions will depend on the circumstances, the terms disclosed before purchase, and applicable law. We will explain applicable charges before arranging redelivery.

13. Research Materials and Safe Handling

Swiss Pure products are intended exclusively for laboratory research.

Do not use a damaged or questionable product while an issue is under review. Follow the relevant product documentation and your laboratory’s procedures.

Do not send leaking, contaminated, or otherwise unsafe materials through an ordinary postal service. Contact us for appropriate instructions.

14. Business Purchases

Some statutory consumer cancellation rights do not apply to purchases made wholly for business or professional purposes.

Business return requests will be assessed under the agreed sale terms and applicable law, including any rights relating to defective, incorrect, or misdescribed goods.

15. Contact Us

For cancellations, return requests, delivery issues, or refund enquiries, contact:

Swiss Pure
Email: support@swisspure.com

Include your order number and the relevant product details so we can review your request.