Refund policy
RETURNS, SERVICE AND WARRANTY REQUESTS (B2B)
Please complete this form in full to submit a request for a warranty claim, repair, or return of defective items to us (Catrade AG) . The complete information will help us process your request quickly and easily. We generally respond to service requests within one business day. Please keep the item available in case we have any questions. We reserve the right at any time to request the defective goods for a more detailed inspection and to require their return.
Warranty or return request form
Please send the following photos via WhatsApp to: +41 79 391 19 04
- Damage description, product label, product photos, receipt/proof of purchase
RETURN POLICY (B2B)
Detailed return instructions can be found on the second page of the return form.
Returns
Returns are accepted if the product is unused, in its original packaging, has its original labels, is complete, and there are no additional labels or stickers on the product or packaging. Every return must be sent back with the original delivery note and a CATRADE return form. If the original delivery note and return form are missing, we charge a processing fee of CHF 10.–. Goods returned within 15 days of the invoice date will be credited according to the invoice. Goods received by CATRADE between 15 and 45 days after the invoice date will be credited with a 15% deduction. Goods received by CATRADE more than 45 days after the invoice date will not be accepted and will be returned at the customer’s expense. For goods that are not in their original packaging or have additional labels attached, we charge between CHF 15.– and CHF 25.–, depending on the effort required. If part of a selection shipment is returned, we charge a processing fee of CHF 10.–. Returns must have sufficient postage. We reserve the right to deduct any applicable postage costs. Credits are issued only for the value of the goods, excluding postage and packaging costs.