Return and Refund Policy

3. 📦 Return and Refund Policy

 

For an e-commerce site selling consumable products like crisps, you need to clarify the return conditions.

 

📄 Return and Refund Policy Template

 

 

Article 1 – Right of Withdrawal

 

In accordance with Article 7 of our General Terms and Conditions of Sale, the statutory right of withdrawal is fourteen (14) calendar days from the date of receipt of the order.

  • Products not eligible for return:

    • Perishable products (if your crisps have a very short Best Before Date).

    • Products that have been unsealed or opened after delivery for hygiene or health protection reasons.

    • Damaged or incomplete products.

 

Article 2 – Condition of Items

 

For a return to be accepted, the item must be unused and in the same condition that you received it. It must also be in its original, intact packaging.

 

Article 3 – Return Procedure

 

  1. Notification: The Buyer must notify the Seller of their intention to return a product by email to [info@crisps.ch] within 14 days of receipt.

  2. Shipping: Products must be returned to the following address: [Knecht Entreprises SA, Rue des Alpes 8c, 1020 Renens VD].

  3. Costs: Return shipping costs are the responsibility of the Buyer. We are not responsible for lost or damaged returns.

 

Article 4 – Refunds

 

  • Once we have received and inspected the returned item, we will send you an email to confirm receipt.

  • If the return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within [5] days.

  • The refund will cover the price of the returned products less the initial shipping costs (unless the return is due to an error on our part).

 

Article 5 – Defective or Damaged Items (excluding transport)

 

If you receive a damaged or defective item (other than damage caused by the carrier), please contact us immediately by sending a photo of the defect to [info@crisps.ch]. We will send you a replacement item or offer a refund after verification.

Shipping

Comment fonctionne votre service de livraison de glaces ?

ANSWER: Our ice cream delivery service is a convenient way to enjoy our delicious treats from the comfort of your home. Simply place your order online or by phone, provide your delivery address, and choose your preferred flavors. Our team will carefully pack the ice cream in insulated containers to ensure it stays frozen during transit. We'll then deliver it to your doorstep within the designated delivery window.

Quelle est la zone de livraison de votre magasin de glaces ?

ANSWER: Our delivery range currently covers a radius of 10 miles from our shop location. However, please note that certain areas within this range may have specific delivery restrictions or additional charges. To check if your address falls within our delivery range, please enter it during the ordering process, and our system will notify you accordingly.

How much does ice cream delivery cost?

ANSWER: We offer free delivery for orders above $X within our regular delivery range. For orders below this amount or outside our standard delivery range, there may be a delivery fee. The exact fee will depend on the distance and other factors. You can find detailed information regarding delivery fees on our website or by contacting our customer support team.

Can I schedule a specific delivery time for my ice cream order?

ANSWER: While we do our best to accommodate specific delivery time requests, it may not always be possible due to the volume of orders and delivery routes. However, during the ordering process, you can choose from available delivery windows to select a time frame that works best for you. We strive to deliver within the specified window and will notify you in case of any unforeseen delays.

Que se passe-t-il si je ne suis pas chez moi à l'heure de livraison prévue ?

ANSWER: If you're unable to be home during the scheduled delivery time, we recommend leaving a cooler or insulated box outside your door where our delivery team can safely leave your order. Please ensure to provide any specific instructions regarding the delivery location or contact our customer support team to make alternate arrangements.

Returns

Can I return or exchange ice cream products?

ANSWER: Due to the perishable nature of our products, we cannot accept returns or exchanges once the ice cream has been delivered. However, if there is an issue with your order or the quality of the ice cream, please contact our customer support team immediately, and we'll work with you to find a satisfactory solution.

What if my ice cream arrives melted or damaged?

ANSWER: We take every precaution to ensure your ice cream arrives in perfect condition. However, in the rare event that your ice cream arrives melted or damaged, please take photos of the package and the products and contact our customer support team within 24 hours of delivery. We'll review the situation and provide appropriate assistance or a replacement if necessary.

What should I do if I receive the wrong ice cream flavors or an incorrect order?

ANSWER: We apologize for any errors in fulfilling your order. If you receive the wrong ice cream flavors or an incorrect order, please contact our customer support team immediately. We'll investigate the issue and work towards rectifying it as quickly as possible, either by arranging a replacement or offering a refund.

Can I cancel my ice cream order after it has been placed?

ANSWER: We understand that circumstances may change, and you may need to cancel your order. If you wish to cancel, please contact our customer support team as soon as possible. If your order has not been prepared or dispatched, we'll cancel it and process a refund. However, if the order is already in transit or delivered, we may not be able to cancel it.

How long does it take to process a refund for a canceled or returned order?

ANSWER: Once we receive a canceled or returned order, we aim to process the refund within 3-5 business days. The exact time it takes for the funds to be reflected in your account may vary depending on your bank or payment provider. If you have any concerns or inquiries regarding a refund, please reach out to our customer support team, and they will assist you accordingly.