right of withdrawal
RETURNS & REFUNDS
1. General principle
Garos offers customers the option of returning certain items within 30 days of receiving the goods, provided that the return conditions set out below are met.
A return is only possible if the item reaches us complete, unused, clean, undamaged and without signs of use. The item must also be in a condition that allows it to be reused or resold as new.
Claims relating to defective, damaged or incorrectly delivered items remain unaffected.
2. Return period
A return may be requested within 30 days of receiving the goods.
The relevant date is the date on which the goods were delivered. Once the 30-day period has expired, returns can generally no longer be accepted.
3. Registering a return in advance
Please do not return any goods without first receiving a response from us.
To request a return, please contact us first by e-mail at:
info@garos.ch
Please provide the following information:
- order number
- name of the person who placed the order
- item you wish to return
- brief reason for the return
After reviewing your request, we will inform you of the next steps.
Returns sent to us without prior contact and without a response from us cannot be automatically accepted or processed. We reserve the right to reject such returns or to send them back to the sender’s address at the customer’s expense.
Any additional costs arising from returns that have not been registered or have not been sent correctly, including return shipping, reshipping, storage or processing costs, may be charged to the customer or deducted from any refund.
4. Return requirements
A return can only be accepted if the item reaches us in the following condition:
- complete, including all accessories and components
- unused
- clean
- without signs of use
- undamaged
- in its original condition
- packaged in such a way that the item is adequately protected during return transport
- in its original packaging, if the item was supplied with original packaging
We reserve the right to reject returns if the item has been used, worn, soiled, damaged, is incomplete or can no longer be resold as new.
5. Hygiene, beauty, body-contact and pet products
Stricter return conditions apply to items that are sensitive for hygiene reasons or may come into direct contact with skin, the body, hair, animals, water or care products.
These include, in particular but not exclusively:
- beauty and personal care products
- massage devices
- products intended for use on the skin
- hygiene products
- pet products such as drinking fountains, brushes, bowls or comparable items
- shoes, slippers, flip-flops and similar items if they have been worn
A refund for such items is only possible if the item reaches us unused, clean, hygienically flawless, complete and without signs of use.
If such an item has been used, worn, brought into contact with skin, hair, animals, water or other substances, or can no longer be resold as new for hygiene reasons, the return may be rejected.
6. Excluded items
The following items are excluded from return:
- used, worn, soiled or damaged items
- items with missing accessories or components
- items that are no longer in their original condition
- hygiene, beauty, body-contact or pet products that have been used or can no longer be resold for hygiene reasons
- sealed items whose seal has been removed after delivery, provided that they are not suitable for return for health protection or hygiene reasons
- custom-made or personalised products
- digital products, downloads, vouchers or software products
- perishable goods, food, plants or comparable items
7. Discounted items and promotions
Items expressly marked as sale items, clearance items, special offers or heavily discounted promotional items are generally excluded from return.
Garos may review on a case-by-case basis whether a return can nevertheless be accepted as a gesture of goodwill. However, there is no entitlement to the return or refund of such items.
Whether a return can be accepted as a gesture of goodwill depends in particular on the type of item, the condition of the goods, completeness, hygiene, packaging and resaleability.
Claims relating to defective, damaged or incorrectly delivered items remain unaffected.
8. Return address
Returns must only be sent to the following address after receiving a prior response from us:
OneGo GmbH
Büetigenstrasse 80
2557 Studen
Switzerland
Please do not return the goods to the manufacturer or supplier.
9. Return shipping costs
The customer is generally responsible for the return shipping costs.
Shipping costs, customs charges, payment fees, processing fees or other additional costs will not be refunded unless the error is on our part.
Returns that have not been registered or have not been carried out correctly may result in additional costs. These costs may be charged to the customer or deducted from any refund.
For defective, damaged or incorrectly delivered items, we assess each case individually. In such cases, please always contact us by e-mail before making a return.
10. Inspection of the return
As soon as your return has reached us, we will inspect the condition of the item.
We will then inform you by e-mail whether the return has been accepted or rejected.
A refund may be refused in full or in part if the item does not comply with our return conditions, particularly if it has been used, worn, soiled, damaged, is incomplete or can no longer be resold as new.
11. Refund
If the return is accepted, we will refund the corresponding purchase amount using the original payment method.
The refund will be issued after the return has been received and inspected. Depending on the payment provider, it may take a few additional days for the credited amount to become visible.
We reserve the right to withhold the refund until the goods have reached us and have been inspected.
12. Defective, damaged or incorrectly delivered items
If you have received a defective, damaged or incorrect item, please contact us as soon as possible by e-mail at:
info@garos.ch
Where possible, please send us the following information:
- order number
- description of the problem
- photos or a short video of the defect
We will review the case and then inform you of the next steps. Depending on the circumstances, we may offer a replacement, repair, refund, price reduction or another appropriate solution.
Damage caused by improper use, normal wear and tear, lack of care, incorrect cleaning or unauthorised modifications to the product is excluded from replacement or refund claims.
13. Undeliverable or uncollected shipments
If a shipment cannot be delivered or is not collected due to incorrect, incomplete or unconfirmed address details, we reserve the right to charge the resulting costs to the customer or deduct them from any refund.
This applies in particular to additional shipping costs, return shipping costs, redelivery costs, processing fees or costs arising from incorrect or incomplete information.
14. Contact
For questions regarding returns or refunds, you can contact us at:
Garos / OneGo GmbH
E-mail: info@garos.ch