Refund policy

Returns

1) Defective or damaged products

If a delivered product shows an obvious defect or has been damaged during transport:

  • Please contact us within 5 working days of receipt.
  • Attach clear photos of the product, packaging, and delivery note.

2) Exchange in case of order error

If a mistake was made when placing the order (e.g., wrong item or incorrect reference), an exchange may be considered on a case-by-case basis, subject to approval by our logistics partner Revitalize.

  • Return and reshipping costs are entirely at the customer's expense.
  • The product concerned must be unused, in its original packaging, complete, and in perfect condition.

3) Products excluded from returns

For logistical, technical, or hygiene reasons, no returns will be accepted for:

  • Consumables (e.g., lubricants, fluids, hygiene products, opened PPE, etc.)
  • Custom-made or personalized products
  • Electronic or mechanical items that have been installed or used


4)  Return conditions

If a return is approved:

  • It must be sent to the following address:
    Route de Courroux 21 Vicques, Jura, 2824, Switzerland

5) Returns of products subject to customs clearance

Heidi.shop reserves the right to refuse any partial or full refund if customs procedures have not been followed, required documents are missing, or the return has not been approved in advance by the Revitalize Sàrl team.

5.1) Refused Shipments

If a customer refuses delivery due to customs duties, import taxes, tariffs, or other import-related charges, any refund issued will be reduced by all shipping costs, return shipping costs, customs processing fees, carrier charges, and any other expenses incurred by Heidi.shop as a result of the refusal.

Late or missing refunds (if applicable)

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is visible.
If you have done all of this and still have not received your refund, please contact us at the following address: info@heidi.shop.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange your item for the same product, send us an email at info@heidi.shop and send your item to the following address: Route de Courroux 21, Vicques, Jura, 2824, Switzerland.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your returned item. Once the returned item is received, a gift voucher will be sent to you by mail.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give it to you later, the refund will be sent to the gift giver, and they will be informed of your return.

Shipping

To return your product, you must send it to the following address: Route de Courroux 21, Vicques, Jura, 2824, Switzerland.

Return shipping costs are your responsibility and are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning an item worth more than 75 CHF, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.