Refund policy

UNPACKMEN – Refund & Return Policy Effective Date: 06.09.2024

UNPACKMEN ("we," "our," or "us") is committed to providing accurate product information and quality service. Please read this policy carefully and in full before making a purchase. By completing a purchase, you confirm that you have read, understood, and agreed to this policy.

1. General Policy All sales are considered final. We do not accept returns or issue refunds except in the limited circumstances required by applicable law and outlined in this policy. We strongly encourage you to review all product descriptions, specifications, images, and available information thoroughly before purchasing. If you have any questions prior to purchase, please contact us — we are happy to help before you buy.

2. Right of Withdrawal (EU/EEA Customers Only) If you are a consumer located in the European Economic Area, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must notify us in writing within that 14-day window via our contact form or email, before returning the item.

The following conditions apply:

  • The item must be unused, unopen, and in its original packaging
  • You are responsible for all return shipping costs
  • Items returned in a used, damaged, or incomplete condition will not be accepted and will be sent back to you at your cost
  • Our default remedy is store credit. A cash refund will only be issued if store credit is not possible.
  • Digital products or downloads that have been accessed are not eligible for withdrawal

3. Defective or Incorrectly Described Products If your item arrives defective, damaged in transit, or is materially different from its description on our website, you may submit a claim. Claims must meet all of the following requirements:

  • Submitted within 14 days of delivery (no exceptions)
  • Submitted via our contact form with your order number
  • Include clear photographic or video evidence of the defect or discrepancy
  • The item must not have been used beyond what is necessary to identify the defect

Claims that do not meet all of the above requirements will not be considered. We reserve the right to assess each claim individually. Where a valid claim is approved, our preferred remedy is a replacement or store credit. A cash refund is a last resort and will only be issued where neither a replacement nor store credit is possible.

4. Not Eligible for Return or Refund The following are strictly excluded from any return or refund, regardless of circumstance:

  • Change of mind or personal preference (outside the EU/EEA 14-day window)
  • Dissatisfaction with the product after use
  • Product not meeting personal expectations
  • Incorrect size, fit, or compatibility chosen by the customer
  • Digital products or downloads once accessed or downloaded
  • Items marked as Final Sale at the time of purchase
  • Items returned without prior written approval from us
  • Items returned outside the stated timeframes

5. Pre-Purchase Responsibility By completing a purchase, you confirm via the checkout acknowledgment that:

  • You have read and agreed to this refund policy in full
  • You have reviewed the product description, images, and specifications
  • You understand that the sale is final outside of the legal exceptions above

6. Store Credit as Default Remedy Where a return or refund is approved, our default and preferred remedy is store credit valid for 12 months. A cash refund will only be issued where store credit is not a viable option and only to the original payment method used at checkout.

7. Refund Processing Where a cash refund is approved, it will be processed within 14 business days of approval and returned to the original payment method. We are not responsible for additional delays caused by your bank or payment provider.

8. Final Sale Items Any item clearly marked as "Final Sale" at the time of purchase is not eligible for return, exchange, or refund under any circumstances, including under the EU/EEA withdrawal right.

9. Contact Us All return and refund requests must be submitted in writing through our contact form on our website. Requests made through other channels (social media, phone, etc.) will not be accepted. We aim to respond within 3–5 business days.

10. Governing Law This policy is governed by the laws of Switzerland. For EU/EEA consumers, mandatory consumer protection laws of your country of residence also apply and take precedence where applicable. Any disputes shall be subject to the jurisdiction of the courts of Zürich, Switzerland.