Return & Exchange
Short & sweet
In Switzerland, there is no general statutory right of return or cancellation for online purchases. However, Zoo Roco AG voluntarily grants a limited right of return in accordance with its Terms and Conditions.
Items free from defects may be returned within 14 calendar days of receipt, provided they are returned complete, unused, undamaged and in their original packaging. Returns must be agreed in advance with Zoo Roco AG. The return shipment is at the customer’s risk.
Return costs
The customer generally bears the return shipping costs.
For every accepted return of goods that are free from defects, a flat-rate return and processing fee of CHF 15.00 will be charged. This may be offset against the refund or credit note.
The flat-rate fee will not be charged if the return is due to a defect, an incorrect delivery or another error on the part of Zoo Roco AG.
No returns or exchanges accepted for
The following items, in particular, are excluded from returns and exchanges:
- Books, DVDs and software, provided they have been opened or unsealed
- Custom-made products and individually procured items
- Items procured specifically for customers with a delivery period
- Pet food
- Frozen food
- Plants invertebrates, in particular
- Live feed animals and live fish food
- Hygiene products, opened consumables or opened packaging, provided that a return is not reasonable for hygiene or quality reasons
If customers return excluded goods nonetheless, there is no entitlement to a credit note. For a redelivery, the actual postage costs and a processing fee of CHF 20.00 may be charged.
Exchanges
If an item does not fit in size, the transaction will be reversed via a return. A new order must be placed in the online shop for the replacement item.
Complaints
The goods should be inspected as soon as possible upon receipt. Obvious defects, incorrect deliveries or transport damage must be reported as soon as possible, at the latest within 7 calendar days of receipt. Hidden defects must be reported immediately upon their discovery.
For plants, frozen food, invertebrates, feed animals, live fish food and similar sensitive goods, any defect must be reported immediately upon receipt, preferably on the day of delivery.
The full Terms and Conditions of Zoo Roco AG shall apply.