Returns & Refunds
Your satisfaction matters. We offer a clear, fair return process in full compliance with EU consumer rights legislation.
As a European Union consumer, you have the legal right to withdraw from your purchase within 14 days of delivery — no reason required. This right applies to all eligible products in accordance with the EU Consumer Rights Directive (2011/83/EU) and Swiss law.
What Can Be Returned?
- Eligible for return: Unopened, unused products in their original sealed packaging, returned within 30 days of delivery.
- Defective items: Products with manufacturing defects or damage from transit are covered by our warranty — no minimum period applies.
- Wrong item received: If we sent the wrong product, we will arrange a free return and expedited replacement at no cost to you.
- Not eligible — hygiene exceptions: Intimate products that have been opened or removed from their sealed packaging cannot be returned for hygiene and safety reasons. This is a legal exception under EU consumer law (Article 16(e) of Directive 2011/83/EU).
- Not eligible — digital products: Downloadable content is non-refundable once accessed.
- Not eligible — customised items: Products personalised to your specifications are excluded from the right of withdrawal.
How to Return — Step by Step
Contact Us Within 30 Days
Email [email protected] with your order number and reason for return. Please include "RETURN REQUEST" in the subject line. We aim to respond within 1 business day.
Receive Return Authorisation
We will confirm your return eligibility and send you the return address and instructions. Do not send returns before receiving authorisation — unauthorised returns may not be processed.
Ship the Item
Package the product securely in its original packaging. We recommend using a tracked shipping service. Return shipping costs are the buyer’s responsibility unless the item is defective or incorrect.
Refund Processed
Once we receive and inspect the returned item, your refund will be processed within 3–5 business days. The refund is issued to your original payment method, and in any case within 14 days of receiving your return. Shipping fees are non-refundable unless the return is due to our error.
Refund Policy
- Refund timing: 3–5 business days after we receive the returned item.
- Refund method: Returned to your original payment method (e.g. Visa or Mastercard).
- Partial refunds: May apply if the returned item shows signs of use or is returned without original packaging.
- Shipping fees: Original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
We do not process direct exchanges. To exchange an item, please return the original (if eligible) and place a new order for your preferred product. This ensures the fastest possible delivery.
Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please email [email protected] within 48 hours of delivery. Attach clear photos of the damaged packaging and product. We will arrange a replacement or full refund at no cost to you — no return shipping required in most cases.
Shipping Address & Order Responsibility
Orders cannot be dispatched until a valid delivery address has been successfully verified. Incorrect or unverifiable addresses may result in shipment delays, temporary order holds, additional carrier charges, or cancellation review under our shipping and refund policies.
Complete & Accurate Information
Customers are responsible for providing complete, accurate, and deliverable shipping information at checkout. Customers are also responsible for monitoring all order-related communications and ensuring that their shipping information remains valid and deliverable at all times.
Report Issues Promptly
If incorrect, incomplete, or unverifiable shipping information has been provided, customers must contact Amorexa within 48 hours of purchase. Failure to notify us within this window may affect the ability to amend the order before processing stages begin.
14-Business-Day Resolution Window
If an order cannot be dispatched within 14 business days due to incomplete, incorrect, unverifiable, or delivery-restricted shipping information, Amorexa may contact the customer to request updated delivery details or provide additional information regarding the order status.
Non-Recoverable Operational Costs
Once an order enters processing, packaging preparation, supplier allocation, payment processing, fraud screening, or shipping workflow stages, certain operational, payment, carrier, handling, supplier, and logistics costs may become non-recoverable.
Cancelled, Refused & Undeliverable Orders
Where legally permitted, refunds for cancelled, refused, undeliverable, unverified, or delivery-restricted orders may be reduced by non-recoverable payment processing fees, shipping costs, carrier charges, supplier handling costs, return logistics expenses, or other operational costs already incurred during order preparation. Shipping fees, carrier handling costs, payment processing charges, and certain operational expenses may be non-refundable unless the return or cancellation is caused by our error or a verified defective product.
Your Legal Rights Remain Fully Protected
Nothing in this policy limits any mandatory statutory consumer rights applicable under Swiss law, EU consumer protection legislation, or other applicable laws. Where any clause in this policy conflicts with applicable mandatory law, the mandatory legal provision shall prevail.
Need Help With a Return?
Our support team is ready to assist you. Email us at [email protected] with your order number and we’ll guide you through the process step by step.
Contact Support