Refund policy
1. A problem with your order?
If you receive an item that is damaged, faulty or different from the one ordered:
- Email info@cannago.ch as soon as possible, stating your order number and describing the problem.
- You may attach a photo of the product to help us review your request.
- We will explain the proposed solution and, if the item needs to be returned, provide return instructions.
Your statutory rights concerning faulty or non-conforming products remain unaffected.
2. Exchanges and returns
In Switzerland, online purchases do not carry an automatic right of return if you change your mind.
Requests for returns or exchanges may be considered individually, depending on the nature of the product and the circumstances of the request.
We do not accept returns of opened or used products solely because you have changed your mind. This restriction does not apply to claims based on the customer's statutory rights, particularly in the case of faulty or non-conforming products.
Before sending anything back, please contact us at info@cannago.ch to obtain the necessary instructions.
Any return solely because you have changed your mind requires our prior agreement.
This policy does not limit any rights you may have under applicable law, particularly statutory warranty rights.
3. Return shipping costs
When a return is accepted solely because you have changed your mind, return shipping costs are payable by the customer unless otherwise agreed.
In the event of a faulty, damaged or non-conforming product, or an error in preparing your order, we will cover reasonable return shipping costs where our responsibility has been established, in accordance with the instructions provided.
Please contact us before sending anything back so that we can agree on the return arrangements.
4. Refunds
We will email you with the outcome of your request. If a refund is approved, it will be made to the payment method used for the order whenever possible.
Once the refund has been issued, the time it takes for the amount to appear in your account depends on the payment provider and your bank.
5. Contact
Culture Vibes — Cannago
Rue de Genève 84
1225 Chêne-Bourg
Switzerland
Email: info@cannago.ch