1. Personalised items — no right of withdrawal
Almost everything we sell is made to your specifications or clearly personalised (names, dates, your uploaded design). Such items are excluded from the statutory 14-day right of withdrawal for consumers in the EU (Art. 16(c) Directive 2011/83/EU). Swiss law provides no general right of withdrawal for online purchases. Please check your proof carefully before you approve it.
2. Non-personalised items
We currently sell only items that are printed to order and personalised for you. Should we offer an item without personalisation, its product page will state clearly whether and under which conditions it can be returned.
3. Defective, damaged or wrong items
If an item arrives defective, damaged in transit, or differs from the proof you approved, we will reprint it or refund you at no cost. Please:
- write to support@swisspro.site within 14 days of delivery,
- include your order number and photos of the item and the packaging,
- keep the item and packaging until the claim is settled.
Your statutory warranty rights remain unaffected.
4. What is not a defect
- Spelling or layout mistakes that were visible in the proof or mockup you approved.
- Small colour differences between screen and print (screens differ; printing tolerances apply).
- Low print quality caused by low-resolution artwork you uploaded after we warned you about it.
5. Lost parcels and wrong addresses
Parcels are shipped from China via YunExpress or 4PX. If tracking shows no progress for 10 business days, write to support@swisspro.site and we will open a carrier investigation and reprint or refund once the parcel is confirmed lost. Parcels returned because of an incorrect or incomplete address can be re-sent at the customer's cost.
6. Cancellations and changes
You can change or cancel an order free of charge until production starts (i.e. until you approve the proof, or right after payment if you approved the mockup at checkout). After that, production costs are incurred and cancellation is no longer possible.
7. Refunds
Refunds are made to the original payment method (TWINT or PayPal) within 10 business days after the claim is accepted. Once the refund has been issued, the time until it appears on your account depends on TWINT or PayPal.