Refund policy

RETURNS AND REFUND POLICY - SWITZERLAND 

  Last updated: 06/12/2025
 

1. RIGHT OF WITHDRAWAL

 

1.1 Swiss legal timeframe

In accordance with the Swiss Code of Obligations (CO) and the Federal Act on Consumer Protection, you have 14 days to exercise your right of withdrawal without having to justify reasons or pay penalties.
 

1.2 Our extended policy - 30 days

Beyond the Swiss legal obligation, La Boutique Brasileira offers you an extended period of 30 days to return your hair cosmetic products.
 

1.3 Starting point

The period runs from the day you receive the products in Switzerland.
 

2. RETURN CONDITIONS

 

2.1 Products eligible for return

  • ✅ New, unopened products in their original packaging
  • ✅ Defective or non-conforming products
  • ✅ Labels and instructions present
  • ✅ Original packaging in good condition
     

2.2 Products excluded from returns

  • ❌ Opened or used products (for hygiene and safety reasons)
  • ❌ Products damaged by the customer
  • ❌ Damaged packaging making resale impossible
  • ❌ Products returned after the 30-day period
     

2.3 Accepted return reasons

  • Defective or damaged product
  • Error on our part in the order
  • Product not conforming to description
  • Exercise of legal right of withdrawal
     

3. RETURN PROCEDURE

 

3.1 Step 1: Return request

Contact us before returning your product:

  • Email: contact@laboutiquebrasileira.com
  • WhatsApp: +55 9 3350 8410
      Information to provide:
  • Order number (Bestellnummer)
  • Reason for return (Rückgabegrund)
  • Photos of the product if defective
     

3.2 Step 2: Return authorisation

We will provide you with:

  • Return Merchandise Authorization number (RMA)
  • Specific instructions for packaging
  • Pre-filled customs documents for Switzerland
  • Return label (if applicable)
     

3.3 Step 3: Sending the product

Return the product to the following address:
  La Boutique Brasileira
Service Retours
Dock Avenue ZA du Marloup
42155 Pouilly-les-Nonains
France
  Important: Include the RMA number and keep your proof of shipment.
 

3.4 Step 4: Processing

  • Product verification within 48h after receipt
  • Refund within 2 to 3 working days after validation
     

4. RETURN COSTS

 

4.1 Cost coverage

Return costs are entirely at our expense, including:

  • Shipping costs from Switzerland
  • Potential customs fees
  • Customs clearance fees
     

4.2 Cost reimbursement process

  1. Send us the invoice from your carrier (Versandbeleg)
  2. Keep all receipts for expenses
  3. We include the reimbursement in your total refund
     

4.3 Recommended carriers

To optimise delivery times and avoid customs complications:

  • Swiss Post International
  • DPD Switzerland
  • UPS Switzerland
     

5. SWISS SPECIFICITIES

 

5.1 Customs formalities

  • CN23 declaration: We will provide you with a pre-filled template
  • Declared value: Actual value of the product
  • Reason: "Returned goods" / "Retournierte Waren"
  • Required documents: Copy of original purchase invoice
     

5.2 Duty exemption

Returned goods are exempt from customs duties if:

  • Returned within 3 years of export
  • Products in the same condition as when exported
  • Formalities correctly completed
     

5.3 Administrative management

  • We handle all customs formalities on the French side
  • Multilingual support (French, German, English)
  • No administrative complexity for you
     

5.4 VAT and refund

  • Swiss VAT: Refund of VAT at 7.7%
  • No double taxation on return
  • Compliance with Federal Customs Administration (FCA)
     

6. REFUND TERMS

 

6.1 Refunded amount

  • Product price (in Swiss francs)
  • Initial delivery costs to Switzerland
  • Return costs from Switzerland
  • Potential customs fees
     

6.2 Refund method

  • Same payment method as the original order
  • Currency: Swiss francs (CHF)
  • Exchange rate: Current rate at time of refund
     

6.3 Refund timeframe

  • Maximum 14 days in accordance with Swiss law
  • Generally 2-3 working days after return validation
  • Email notification once refund is processed
     

7. SPECIAL CASES

 

7.1 Defective products

In case of defective or non-conforming products:

  • Priority and expedited return
  • Free replacement or refund of your choice
  • Possible compensation depending on the damage
  • Express handling of return costs
     

7.2 Our error

If we made an error:

  • Completely free return
  • Express shipping of the correct product
  • Possible goodwill gesture depending on the situation
     

7.3 Multiple orders

For orders with multiple products:

  • Partial return possible
  • Proportional refund of delivery costs
  • Return costs covered even for partial returns
     

8. EXCHANGES

 

8.1 Exchange policy

  • Exchanges possible for defects or our errors
  • Same procedure as for returns
  • No additional fees for exchanges
     

8.2 Replacement products

  • Same reference if available
  • Equivalent product if out of stock
  • Prior agreement required for any changes
     

9. TIMEFRAMES AND TRACKING

 

9.1 Return transport times

  • Switzerland to France: 3-8 working days
  • Customs clearance included in timeframes
  • Complete tracking of the return
     

9.2 Return tracking

  • Tracking number mandatory
  • Regular updates by email
  • Notification upon receipt in France
     

10. CONTACT AND SUPPORT

 

10.1 Dedicated returns service

Email: contact@laboutiquebrasileira.com
Subject: "Swiss Return - [Your order number]"
WhatsApp: +55 9 3350 8410
 

10.2 Multilingual support

  • French: Complete support available
  • German: Complete support available
  • English: Complete support available
  • Hours: Monday-Friday, 9am-6pm (Swiss time)
     

10.3 Customs assistance

Specialised support for:

  • Help filling out customs documents
  • Resolving customs holds
  • Tracking administrative formalities
     

11. SWISS CONSUMER RIGHTS

 

11.1 Code of Obligations (CO)

Your rights under Swiss legislation:

  • Right of withdrawal: 14 days minimum
  • Defective products: Repair, replacement or refund
  • Conformity: Products conforming to description
     

11.2 Dispute resolution

  • Mediation: Swiss mediation services available
  • Ombudsman: Consumer mediator
  • Cantonal authorities: Recourse according to canton
     

12. LIABILITY

 

12.1 Our commitments

  • Complete management of Switzerland-France returns
  • Full coverage of costs and formalities
  • Quick refund within 2-3 working days
  • Multilingual support for Swiss customers
     

12.2 Limitations

  • Returned products must be in original condition
  • 30-day period must be strictly observed
  • Customs formalities correctly completed
     

13. DEVELOPMENTS

 

13.1 Regulatory adaptation

This policy adapts to Swiss regulatory changes to maintain your consumer rights.
 

13.2 Modifications

Any modifications will be communicated by email and published on our website.