Return and Refund Policy - Swiss Side Technologies AG

General

General Consumer Rights

The Return Policy is designed to comply with EU regulations and does not affect your statutory rights as a consumer. Your rights regarding faulty or misdescribed goods are protected under the EU Consumer Rights Directive. Please note that this Return Policy is subject to change without prior notice. It is recommended to review the policy on our website or contact our customer support team for the most up-to-date information.

Cancellations and Right of Withdrawal

Orders are generally processed and dispatched within 24 hours. An order can only be cancelled within 24 hours and if the product has not been dispatched. Please contact us immediately if you need to cancel an order. If you need to return a product, please see below.

For all orders from the EU, the EU right of withdrawal applies.

Returns

To request a return, you may do so in your Swiss Side account. If you do not have an account, you can request a return through our customer service. You will then receive all necessary instructions to proceed with your return. All returns must be sent by registered post and at the cost of the purchaser (including duties and taxes).

Once the product has been received, checked and approved, we will issue a refund or a credit note to the value of the order minus the original shipping cost.

All returns for unwanted products must be requested within 30 days of delivery and returned in pristine, unused condition and in their original packaging. Any returns requested after the abovementioned limit are at the discretion of Swiss Side.

Wheels

To be eligible for a return, the wheels must be unused, in their original pristine condition, and accompanied by the original receipt or proof of purchase. Only wheels purchased on the www.swissside.com website are eligible for a refund through us. If you purchase your goods through a retailer, you should address your request to them. The return request period is within 30 days from the date of delivery.

If your product arrives and has been damaged during transit, please take photos and report this to our courier as well as to our customer service. All damages suffered in transit need to be claimed and registered as soon as possible after receipt.

If your product is damaged...

• as a result of a manufacturing defect:
  Please take photos and contact either your local retailer where the wheels were purchased from or contact our customer service if the wheels have been purchased directly on this website. We can determine what the issue is and provide you with the relevant support. All of our 2018 HADRON aero wheels or newer are manufactured by DT Swiss, and Swiss Side customers are able to benefit from their extended after-sales services. DT Swiss has a worldwide network of qualified Service centers. All warranty and service claims must be first processed through Swiss Side. Afterwards you will be able to contact the service centre in your region. Find more information in our Terms & Service Policy.
• as a result of use:
  Visit our Terms & Service policy.

In a second step, the product must be sent to our partner DT Swiss Service Centre to be checked, and, if necessary, the carbon rim will be replaced. For wheels: tyres, cassettes, and brake discs must be removed before sending the wheel. 

Swiss Side shall assume the return shipping cost to the customer. The customer shall bear the shipping costs to Swiss Side or our partner DT Swiss Service Centre and any customs fees.

Other Products

To be eligible for a return, the product and all its parts must be unused, in its original pristine condition, and accompanied by the original receipt or proof of purchase. In the case of textile products, washed products will not be accepted. Only the products purchased on www.swissside.com website are eligible for a refund through us. If you purchase your goods through a retailer, you should address your request to them. The return request period is within 30 days from the date of delivery.

Before returning a product, please contact our customer support to initiate the return process. They will guide you through the necessary steps. We recommend using a trackable shipping service when returning the product to ensure its safe and timely arrival. The customer is responsible for any return shipping costs, except in cases where the product is defective or does not conform to the agreed specifications.

Upon receiving the returned product, our team will inspect it to ensure it meets the eligibility criteria mentioned above. If the product is deemed eligible for a refund, we will process the refund within 14 days of receiving the returned item. The refund will be issued to the original payment method used during the purchase, unless otherwise agreed upon. In case the return does not meet the eligibility criteria, we will contact you to discuss alternative options, such as a repair or exchange.

If you believe the product you received is defective or does not conform to the agreed specifications, please contact our customer support immediately. We may request additional information or evidence, such as photographs, to assess the issue and determine the appropriate course of action. If the product is confirmed to be defective, we will arrange for a return shipping label or cover the return shipping costs. Depending on the circumstances, we will either offer a refund, repair the product, or provide a replacement.