Return & Refund Policy

1. Scope

This Return & Refund Policy applies to all products purchased directly from www.swissvovacell.com (the “Site”). It forms part of, and should be read together with, our Delivery Policy, Terms of Service and Privacy Statement.

By placing an order on the Site you confirm that you have read and accepted this Policy.

2. Order Cancellation (Before Dispatch)

To cancel, email info@swissvovacell.com with your order number as the subject line. We aim to confirm cancellation within 1 business day.

3. Return Window and Conditions

3.1 Standard return window

You may request a return within 14 calendar days of delivery, provided that:

1. the product is unopened, unused and in its original sealed condition;
2. the outer security seal, shrink wrap and vial caps are intact and untampered;
3. the product is in its original packaging, including the insulated box, cooling elements, temperature indicator and any certificates or leaflets;
4. you can provide the order number and proof of purchase.

3.2 Items that cannot be returned

For safety, hygiene and cold-chain integrity reasons, the following are not eligible for return or refund:

• Products whose seal has been broken, or which have been opened, used, injected, applied or reconstituted;
• Cold-chain products that were not kept at the required storage temperature after delivery (see Delivery Policy, Section 5);
• Products damaged by improper storage, heat exposure, freezing, direct sunlight or mishandling after delivery;
• Free gifts, samples, promotional bundles and gift cards;
• Products explicitly marked “Final Sale” / “Non-returnable” at the time of purchase;
• Products returned more than 14 days after delivery without our prior written approval.

Note on the EU/UK right of withdrawal: Where mandatory consumer law grants a right of withdrawal, sealed cosmetic and personal-care products are exempt once unsealed for hygiene reasons, and perishable / temperature-sensitive goods are exempt by law. Nothing in this Policy limits any right you have under mandatory applicable law.

4. Returns Caused by Us (Defective, Damaged, Wrong or Missing Items)

We will cover all costs and offer a full refund or free replacement (your choice) when:

• the product arrives physically damaged (broken vial, leaking, cracked cap, crushed box);
• the cold-chain has failed on arrival (cooling elements fully melted, temperature indicator triggered, product warm to the touch);
• you received the wrong product, wrong variant (1X / 2X / 3X) or wrong quantity;
• an item is missing from the parcel;
• the product has a manufacturing defect.

4.1 How to report

Report within 48 hours of delivery to info@swissvovacell.com with:

1. Your order number;
2. Photos of the outer parcel (all sides, showing the shipping label);
3. Photos of the inner packaging, cooling elements and temperature indicator;
4. Photos or a short video of the affected product;
5. A brief description of the issue.

4.2 Resolution

Once verified (normally within 2 business days), we will arrange, at our cost, one of the following:

• Replacement dispatched with the next available cold-chain shipment; or
• Full refund to the original payment method.

Please do not discard the product or packaging until the claim is closed — we may require return or on-site disposal instructions. Where return is required, we will provide a prepaid label or reimburse reasonable return shipping.

5. Returns for Personal Reasons (Change of Mind)

If the product is eligible under Section 3, you may return it at your own cost.

5.1 Return shipping requirements

• Ship within 5 business days of receiving our return authorization;
• Use a trackable service and share the tracking number with us;
• Declare the parcel as “Returned goods — no commercial value”;
• Pack the product so that it is protected in transit; cold-chain protection is not required for returns of unopened products, but the parcel must not be exposed to heat or freezing.

We are not responsible for returns lost or damaged in transit — please retain your tracking receipt.

6. Refund Method and Timing

• Refunds are issued to the original payment method only. We cannot refund to a different card, account or third party.
• Refunds are processed in the original transaction currency. Any difference caused by exchange-rate fluctuation or bank/card fees is borne by you.
• If your order was paid partly with a gift card or store credit, that portion is refunded as store credit.
• Shipping fees are refunded only where the return is caused by us (Section 4), or where the entire order is returned under Section 5.

7. Exchanges

We do not operate a direct exchange service. To change a product or variant, please:

1. Return the eligible item under Section 3 or 5; and
2. Place a new order on the Site.

This ensures the replacement is dispatched with a fresh cold-chain batch and full temperature documentation.

8. Order Not Received

If tracking shows delivery but you have not received the parcel:

1. Check with neighbours, reception, concierge or your local courier depot;
2. Contact us within 7 days of the recorded delivery date.

We will open an investigation with the carrier (normally 5–10 business days). If the parcel is confirmed lost, we will send a replacement or issue a full refund. If the carrier provides proof of delivery to your address (signature, photo, GPS), the order is deemed delivered and no refund is due.

9. Chargebacks and Disputes

Please contact us before initiating a chargeback or payment dispute — most issues are resolved faster directly with us. If a chargeback is filed while a claim is under review, the refund process will be paused until the dispute is closed.

10. Force Majeure and Cold-Chain Exceptions

We are not liable for delays or failures caused by events beyond our reasonable control, including customs holds, extreme weather, carrier strikes, flight cancellations or public-health restrictions. In such cases we will work with you on a reasonable solution — for example a replacement shipment, store credit, or a refund where the product is confirmed unusable.

11. Contact Us

SWISS VOVACELL THERAPY ASIA AREA CO., LIMITED
Email: info@swissvovacell.com
Website: www.swissvovacell.com
Response time: within 1 business day (Mon–Fri, excluding public holidays)

12. Governing Law and Changes

This Policy is governed by the laws of the jurisdiction in which the operating entity is registered, without prejudice to any mandatory consumer protection rights available to you in your country of residence.

We may update this Policy from time to time. The version published on the Site at the time of your order applies to that order. Material changes will be announced on this page with a new effective date.