Returns and Complaints:
We want you to be satisfied
We want you to be satisfied with your purchase from SwissMedicus. If you’re not happy with the product, the package arrived damaged, or there was an issue with your order, we’ll do our best to resolve the matter quickly and fairly. Below you’ll find a clear overview of everything you need to know about returns and customer service.
Withdrawal from the contract
1. Returns within 14 days
Sometimes you simply change your mind about a purchase. By law, you have the full right to return the goods within 14 days of receiving them, without giving a reason.
Important notice (for your safety and ours):
For herbal cosmetics and dietary supplements, for hygiene reasons, we can only accept returns of products in their original, unopened, and undamaged packaging. If the packaging has been opened or the protective seal broken, we cannot accept the product back for hygiene reasons.
How to easily return an item:
To save you paperwork and time, we’ve streamlined the entire return process into our online app. You don’t need to print anything or fill out complicated forms.
1. Request a return online: Click the button below, enter your email address and order number, and then simply select the items you want to return.
2. Pack the package: Pack the item securely (preferably in its original box) to prevent damage during shipping. You do not need to include any forms with the package—we will have all the necessary information in our system thanks to your online request.
3. Send the goods: Send the package to our address:
PCsupport.cz s.r.o.
Jablunkovská 719
73961 Třinec
Note: The buyer is responsible for the return shipping costs. Please do not send packages COD; we cannot accept such shipments.
If you encounter any issues with the app, you can of course also send us a regular email at info@swissmedicus.cz.
When will you get your money back?
As soon as the package arrives at our warehouse and we verify that the product is in good condition and unopened, we will refund the amount for the goods within 14 days at the latest. We will send the money to the account you specify in the app, or via the same payment method you used for the purchase, within 14 days at the latest (though we usually process it much faster).
COMPLAINTS
2. Damaged or defective goods
We place a high priority on the quality of our products and manufacture them in accordance with ISO and GMP standards. However, in rare cases, a shipment may arrive damaged or a product may have a defect. In such cases, please do not return the goods to us without prior consultation—we will first resolve the issue with you on an individual basis and as simply as possible.
We assess each situation individually to accommodate you as much as possible:
- Minor damage (e.g., loose lid): If the lid simply came loose during shipping and some ointment leaked out, but the jar itself is intact and the product is usable, we will agree on an appropriate discount (partial refund) to ensure your satisfaction.
- Serious damage (jar completely destroyed): If the product arrives completely destroyed or unusable, it’s our problem. Depending on your preference, we’ll either immediately send you a brand-new item at our expense or refund your money.
How to file a claim in a minute:
To resolve everything as quickly as possible and so you don’t have to call anyone, simply use our online claims form.
1. Click the button below and enter your email and order number.
2. Select the damaged product and upload a photo of the damage.
3. The system will automatically assign you a claim number.
4. Our team will then contact you with a proposed solution.
SUBSCRIPTION
3. Do you have a subscription?
If you use our convenient SwissMedicus Subscription, which offers you a permanent discount of up to 15%, please note that you can return individual automatically generated orders within 14 days under the same conditions (unopened). If you want to adjust the delivery frequency, pause your subscription, or cancel it entirely, you don’t need to send anything anywhere. Just log in to your SwissMedicus customer account, where you can easily manage everything.
Need advice on something?
If you have any doubts, are unsure about the procedure, or experience an unexpected reaction after using a product and would like to consult with us, our team is here for you via email:
- 📧 Email: info@swissmedicus.cz
Thank you for trusting in the power of nature with SwissMedicus!
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