Last updated: July 5, 2026
At Chillvibes, we want you to be completely satisfied. If an item is not suitable, here are our return and refund conditions applicable to orders placed on www.chillvibes.ch.
1. Right of Withdrawal Period
You have 30 calendar days from the receipt of your order to notify us of your wish to return a product. Consumers in the European Union are in any case entitled to the statutory 14-day right of withdrawal.
2. General Return Conditions
- The product must be unused, clean, and returned in its original packaging with labels intact.
- All returns must be pre-approved by our customer service (contact form or email).
3. Non-Returnable Items
For hygiene or personalization reasons, returns are not accepted for:
- customized or made-to-order items;
- unsealed items that cannot be returned for hygiene reasons.
4. Return Procedure
- Contact our customer service within 30 days via the contact form or at info@chillvibes.ch.
- Once the return is approved, you will receive instructions and the return address.
- After receiving and inspecting the item, the refund or credit will be processed within 10 business days, according to the original payment method.
5. Defective Items or Order Error
If you receive a defective product or if there is an error in your order, contact us within 48 hours of receipt, in writing and with photo(s) as evidence. Chillvibes will then fully cover the return costs and, depending on the case, proceed with a replacement, repair, or full refund.
6. Refunds
- Refunds apply to items returned in accordance with these conditions, excluding initial delivery costs which remain the responsibility of the Customer.
- The refund will be issued using the same payment method used for the order.
- We reserve the right to refuse a refund if the conditions are not met or if the item shows signs of use or is missing packaging.
7. Unclaimed or Refused Delivery
Packages that are not collected (post office, relay point) or refused without valid justification will be partially refunded after deduction of outward shipping costs, return costs, and any administrative fees incurred.
Contact
ALEX SMART WHOLESALE (ASWS)
5 Rue de l'Industrie — 74000 Annecy, France
Legal Representative: D. Alexandre
Email: info@chillvibes.ch
Phone: +41 79 546 67 04
IDE No.: CHE-438.249.053 · Swiss VAT: CHE-438.249.053 TVA · Intra-community VAT: FR33990967721