Return and Refund Policy

The satisfaction of our patients and clients is a priority for Cabinet Chez Vilma. If you are not entirely satisfied with your online purchase, here is our policy regarding returns and refunds.

1. Return Period

You have a period of 14 days from the date you receive your order to notify us of your intention to return a product and to send it back to us.

2. Conditions for Accepting Returns

Given the nature of our products (natural, well-being, and skincare items), strict hygiene rules apply. To be eligible for a return, your item must strictly meet the following conditions :

• The product must be in its original packaging, intact, and in the same condition as when you received it.

• The security seal (if any) must not have been broken.

• The product must show no signs of use, opening, or testing.

3. Non-Returnable Items

For obvious reasons of health protection and hygiene, we do not accept returns on the following items:

• Products that have been unsealed, opened, or started after delivery.

• Personalised preparations or those made to measure according to your specifications.

• Perishable goods or those whose expiry date has passed.

• Gift vouchers or credits for treatments at the practice.

4. Return Procedure

To initiate a return, please contact us by email at support@cabinet-chezvilma.ch, indicating your order number and the reason for your return. Once your request has been validated, you may return the goods to us at the following address :

Cabinet Chez Vilma
Vilma Posada Ruepp
Chemin de Cuard 55a
2022 Bevaix
Switzerland

Return postage costs : You are responsible for paying the shipping costs for returning your item. The initial delivery costs of your order are non-refundable.
Risks : You are responsible for the parcel until it is safely received at our practice. We strongly recommend using a tracked shipping service (Swiss Post). We cannot guarantee any refund if the returned parcel is lost in transit.

5. Refund Process

Upon receipt and inspection of your return parcel, we will send you an email to confirm that we have safely received the items. If the return conditions (particularly regarding hygiene) are met, your refund will be approved. A credit will then automatically be applied to your original method of payment (via our secure payment provider, Stripe, or your credit card) within a few working days.

6. Damaged Parcels or Delivery Errors

We take particular care in preparing your orders. However, if an item arrives defective, damaged in transit, or if there is an error in your order, please contact us within 48 hours of delivery at support@cabinet-chezvilma.ch with supporting photographs. We will then process an exchange or a full refund at our expense.