RETURNS, COMPLAINTS AND DAMAGED PRODUCTS

For any problems, complaints or non-conformities relating to the products received, please contact us at info@kitsunetrading.ch or by phone at +41 79 316 38 76.

In the event of visible damage at the time of delivery, such as broken bottles, damaged packaging, leaks or incorrect products, we kindly ask you to notify us preferably within 24 hours of receiving the goods and, where possible, to provide photographs of the packaging and the affected products.

For any defects that are not immediately apparent at the time of delivery, the complaint should be submitted promptly after the defect has been discovered.

We normally reply within 24 to 48 hours, starting from the first business day following receipt of your request.

RETURN OF DEFECTIVE OR NON-CONFORMING PRODUCTS

Before returning any product, you must contact Kitsune Trading Sagl and wait for the relevant instructions.

If a return is required, we will provide the return address and shipping instructions by email.

Where a product is recognised as defective, damaged or non-conforming, Kitsune Trading Sagl will assess, depending on the circumstances, whether to replace the product, issue a refund or offer another appropriate solution.

PRODUCTS ORDERED BY MISTAKE OR CHANGE OF MIND

Unless otherwise agreed in writing with Kitsune Trading Sagl, we do not accept returns or refund requests due to a change of mind, an ordering mistake or the customer’s personal preferences.

In particular, as our products consist mainly of beverages and food products, items that have been opened, used, consumed, tampered with or stored under unsuitable conditions cannot be returned.

Any exceptions may be considered solely at the discretion of Kitsune Trading Sagl and must be agreed in writing in advance.

EXCLUSIONS

Damage or alterations to products resulting from the following are not covered by warranty or refund:

• incorrect storage after delivery;

• exposure to unsuitable temperatures, light or environmental conditions;

• improper use or handling;

• opening or damaging the product by the customer;

• any other cause attributable to the customer after delivery.

RETURN SHIPMENTS

Please do not return any products before receiving our authorisation and the relevant instructions.

If the return is due to a product that is recognised as defective, incorrect or damaged for reasons attributable to Kitsune Trading Sagl, the return procedure and any applicable shipping costs will be agreed with the customer.

For authorised returns made for reasons other than a defect or an error attributable to Kitsune Trading Sagl, the shipping costs are borne by the customer.

For returns with a value exceeding CHF 100.–, we recommend using a tracked and insured shipping service.