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Return and Refund Policy

Nice Pet’s Sàrl — online shop www.nice-pets.ch

Version of 14 October 2026 — in force from the launch of the online shop

This policy forms an integral part of the General Terms and Conditions of Sale.

1. Principle

Swiss law provides no statutory right of withdrawal or return for purchases made online. The 14-day right of withdrawal under Art. 40a et seq. of the Swiss Code of Obligations concerns doorstep selling and contracts concluded by telephone; it does not apply to orders placed in our online shop. The special case of orders taken by telephone is governed by Art. 12.4 of the General Terms and Conditions of Sale.

Nice Pet’s Sàrl does not take back items delivered in accordance with the order. Our products are cosmetics, shampoos and hygiene products: once an item has been delivered, we cannot check that it has not been opened, used or stored improperly, and we therefore cannot resell it. Every order placed in our online shop is binding.

Rights under the statutory warranty for defects are not affected by this policy: they are governed by section 3 below and by Art. 11 of the General Terms and Conditions of Sale.

2. No returns or exchanges

An item that matches the order and was delivered in good condition cannot be returned, exchanged or refunded, even if it appears intact or has not been opened. This rule applies to consumers and business customers alike (section 6).

Before ordering, feel free to ask us for advice at info@nice-pets.ch : we will gladly help you choose the right product for your pet.

A return is only possible in the following cases:

  • defective, incorrect or transport-damaged goods (section 3);
  • withdrawal from an order taken by telephone, in the case provided for in Art. 12.4 of the General Terms and Conditions of Sale.

3. Defective, incorrect or transport-damaged goods

3.1 Transport damage

Any damage occurring during transport must be reported immediately to info@nice-pets.ch, if possible within 48 hours of receipt, with photographs of the parcel and its contents. The packaging must be kept until the case has been dealt with.

3.2 Defect or delivery error

If an item is defective, if the expiry date has passed on delivery or if you have received an item that does not match your order, contact us without delay at info@nice-pets.ch with the order number, a description of the problem and photographs.

In these cases:

  • we bear the return costs and provide a shipping solution;
  • we replace the item, reduce the price or refund it, the consumer exercising the rights conferred by Art. 205 and 206 CO;
  • the original delivery costs are refunded where the entire order is affected.

3.3 Warranty for defects

The statutory warranty for defects also applies:

  • consumers: 2 years from delivery (Art. 210 CO);
  • business customers: 12 months from delivery, limited by the product's expiry date; obvious defects must be reported within 7 days of receipt.

The limits of the warranty are set out in Art. 11 of the General Terms and Conditions of Sale.

4. Return procedure

  1. Report the problem by email to info@nice-pets.ch, within the time limits in section 3, stating the order number, the items concerned, a description of the problem and photographs.
  2. Wait for our approval. We normally reply within 3 working days; we confirm the return by email and provide the return address and the reference to write on the parcel.
  3. Send the goods back within 14 days of our approval, carefully packed, with a copy of the invoice.

Parcels returned without prior approval, without a return reference or carriage forward will be refused.

Return address (only after approval):
Nice Pet’s Sàrl — Returns, Chemin de la Chenalettaz 8, 1806 St-Légier-La Chiésaz, Switzerland

5. Refund

5.1 On receipt of the return, we inspect the goods and inform you by email whether the refund is accepted or refused, normally within 5 working days.

5.2 The refund is made within 10 working days of acceptance, to the payment method used for the order or, for payment by invoice, by transfer to the bank account specified by the customer.

5.3 An item sent back outside the cases provided for in section 3, or whose defect is not confirmed by our inspection, will not be refunded. It will be held at the customer’s disposal for 30 days and may be sent back to them at their expense; after that period, Nice Pet’s may dispose of it.

5.4 If more than 10 working days have passed since your refund was accepted and you have not seen it credited, write to us at info@nice-pets.ch.

6. Business customers

6.1 As for consumers, orders from business customers are binding.

6.2 A take-back may be agreed in writing on a case-by-case basis. It covers only unopened items in their original packaging from the regular range, and may be subject to a deduction for handling costs.

6.3 Business customers naturally retain their rights under the warranty for defects (section 3.3) and the handling of transport damage (section 3.1).

7. Contact

Nice Pet’s Sàrl
Chemin de la Chenalettaz 8, 1806 St-Légier-La Chiésaz, Switzerland
info@nice-pets.ch — +41 79 478 32 91