Skip to Content
📜 REFUND & RETURN POLICY1. GENERAL CONDITIONS2. NON-RETURNABLE ITEMS (HYGIENE, SAFETY & REGULATORY REASONS)3. RETURNABLE ITEMS (UNDER CONDITIONS)4. RETURN PERIODS5. HOW TO REQUEST A RETURN6. RETURN SHIPPING7. INSPECTION & APPROVAL8. REFUNDS9. EXCHANGES10. ORDER CANCELLATIONS11. PRODUCTS DAMAGED AFTER DELIVERY12. WARRANTY VS. REFUND13. PROFESSIONAL / B2B ORDERS14. FRAUD PREVENTION15. GOVERNING LAW & JURISDICTION16. AMENDMENTS

📜 REFUND & RETURN POLICY

Hagrec SA (“the Company”, “Hagrec”, “we”, “our”, “us”)

Last Updated: 01.01.2026

English is the sole legally binding version. Translations are provided for convenience only.

This Refund & Return Policy (“Policy”) explains how Hagrec handles returns, refunds, cancellations, and exchanges for purchases made through:

  • our websites and online shops,
  • mobile applications,
  • e-commerce platforms and partner sites, and
  • authorised distributors or professional channels.

This Policy applies to both consumers and professional customers, unless mandatory law grants additional rights to consumers.

It forms part of our Master Terms & Conditions.

1. GENERAL CONDITIONS

1.1 All returns must strictly comply with this Policy and any instructions provided by Hagrec.

1.2 Returns sent without prior written authorisation (Return Authorisation / RA) will be rejected or returned at the Customer’s cost.

1.3 The Company may refuse returns that do not meet the conditions set out in this Policy or in applicable mandatory law.

1.4 Fraudulent, abusive, or suspicious return activity may result in refusal of refunds, account restrictions, and, where appropriate, investigation.

2. NON-RETURNABLE ITEMS (HYGIENE, SAFETY & REGULATORY REASONS)

For safety, hygiene, contamination, and legal compliance reasons, the following cannot be returned under any circumstances, except where mandatory consumer law requires otherwise:

2.1 Cosmetics & Personal Care

  • All items listed in Sections 2.1–2.6 are non-returnable once opened, unsealed, used, or compromised — regardless of condition — for hygiene, safety, and regulatory reasons

2.2 Food, Ingestible, or Edible Products

  • Any opened, unsealed, used, or partially consumed item
  • Items requiring refrigeration or controlled storage once delivered

2.3 Consumables

  • Powders, liquids, gels, oils, refills, ingredients, or perishables once opened or compromised

2.4 Digital Products, AI Credits & Software

  • Digital goods once accessed, activated, downloaded, or used
  • AI credits, tokens, or bundles once consumed or applied
  • SaaS subscription periods already started or used

2.5 Customized or Personalized Items

  • Products made to Customer specifications
  • Engraved, mixed, modified, or specially produced items

2.6 Items damaged after delivery due to Customer fault

  • Items damaged after delivery due to misuse, contamination, improper storage, or unauthorised modification

These prohibitions are consistent with Swiss law, EU hygiene exceptions, and international e-commerce standards.

3. RETURNABLE ITEMS (UNDER CONDITIONS)

3.1 Hardware, Devices & Tools

The following may be eligible for return if all conditions are met:

  • unused (no signs of use, testing, or activation), in original, intact, unopened packaging, undamaged and unmodified, complete with all manuals, cables, accessories, and components.
  • returned within the applicable return period (see Section 4)

3.2 Incorrect or Defective Items on Arrival

If Hagrec shipped the wrong item or a Product arrives visibly defective:

  • The Customer must report the issue promptly after delivery.
  • Photo or video evidence may be requested.
  • Upon confirmation, Hagrec will issue a replacement, refund, or store credit at its discretion, after inspection if necessary.

This is separate from warranty claims, which are governed by the Warranty Policy.

4. RETURN PERIODS

Unless mandatory consumer law provides longer rights:

4.1 Unopened Eligible Products

Unopened and eligible Products (e.g. certain devices or tools) may be returned within 14 calendar days from the date of delivery, as recorded in our shipping system.

4.2 EU Consumer Withdrawal Right

EU consumers may benefit from a 14-day legal withdrawal right for distance sales, subject to legal exceptions, including:

  • opened cosmetics or personal-care items
  • food, ingestibles, or perishables
  • sealed goods unsealed after delivery for hygiene reasons
  • digital content supplied immediately and fully performed
  • custom or made-to-order items

Where applicable, these legal exceptions apply automatically.

4.3 Professional (B2B) Customers

For professional / B2B customers (e.g. salons, clinics, distributors):

  • There are no automatic return rights unless agreed in writing.
  • Returns are only possible with prior written agreement.
  • Restocking fees of up to 20% of the net Product price may apply, in addition to logistics costs.

4.4 Defective Products (after initial use)

Defects discovered after first use must be reported as soon as reasonably possible after discovery.

Depending on the nature of the defect, the case may fall under the Warranty Policy rather than this Refund & Return Policy.

5. HOW TO REQUEST A RETURN

To initiate a return, the Customer must:

  1. Contact Hagrec at: info@hagrec.ch
  2. Provide the order number, product details, and reason for the return
  3. Provide photos or videos if requested (e.g. for damage, wrong item)
  4. We will respond within 3 business days to confirm whether a return is eligible and issue an RA number with return instructions. Returns sent without an RA will not be processed.

Returns sent without an RA number will not be processed and may be refused or returned at the Customer’s expense.

6. RETURN SHIPPING

6.1 Customer Responsibility

Unless Hagrec is at fault (wrong item or confirmed defect on arrival), the Customer is responsible for:

  • return shipping costs
  • using suitable, protective packaging
  • any loss or damage during transport
  • customs duties, VAT, and import/export fees (if applicable)

6.2 Hagrec Responsibility (When at Fault)

If Hagrec confirms an incorrect shipment or a covered defect:

  • Hagrec will cover reasonable return shipping costs; and
  • A prepaid return label may be provided where possible.

6.3 Damage During Return Shipping

Items damaged due to inadequate packaging or improper handling during return shipping may be refused, or refunded only partially, at Hagrec’s discretion.

7. INSPECTION & APPROVAL

7.1 All returned Products are inspected upon arrival.

7.2 A refund or exchange will only be approved if the returned item is:

  • unused and unopened (where applicable)
  • in original, re-sellable condition
  • complete and free of contamination, odours, residue, stains, or damage

7.3 Hagrec may refuse or reduce the refund amount if:

  • the conditions above are not met; or
  • the Product shows signs of use, damage, or contamination not attributable to Hagrec.

8. REFUNDS

8.1 Method of Refund

Approved refunds are issued:

  • to the original payment method, where technically and legally possible; or
  • as store credit, where such an option is offered and accepted.

8.2 Non-Refundable Amounts

Refunds normally exclude:

  • Original shipping fees, customs duties, VAT, handling or payment provider fees, restocking fees (if applicable), and costs due to missing, damaged, or used components.

8.3 Processing Time

Refunds are usually processed within 7–14 business days after approval of the return and completion of any necessary inspection. Banking or payment provider delays are outside Hagrec’s control.

9. EXCHANGES

9.1 In general, exchanges are processed as: return + new order.

9.2 Direct exchange (replacement of the same item) for defective or incorrect Products may be offered at Hagrec’s discretion.

10. ORDER CANCELLATIONS

10.1 Before Order Confirmation

Orders can typically be cancelled free of charge until an Order Confirmation is issued or the order enters preparation/fulfilment.

10.2 After Order Confirmation

Cancellation may be refused, or treated as a return, if:

  • the order has already shipped, or
  • the Product is in preparation (e.g. picking, packing, labelling), or
  • custom or personalised production has started, or
  • digital content has been accessed or activated.

10.3 SaaS & Subscriptions

For cloud Services and subscriptions, please refer to the Subscription & SaaS Terms. Specific cancellation and renewal rules apply.

11. PRODUCTS DAMAGED AFTER DELIVERY

Products are not eligible for refund or return under this Policy if damaged after delivery due to:

  • freezing, overheating, moisture, or exposure to direct sunlight
  • improper storage or failure to follow safety instructions
  • contamination (e.g. introduced substances, dirty tools, water ingress)
  • incorrect handling, dropping, or misusing the Product
  • mixing with non-approved substances or using with non-approved tools or accessories

Such situations may void both refund and warranty eligibility.

12. WARRANTY VS. REFUND

12.1 Opening or using a Product normally makes it ineligible for a refund under this Policy, except where mandatory law requires otherwise.

12.2 However, defects that emerge after first use may fall under the Warranty Policy rather than this Refund & Return Policy.

12.3 Refunds and warranties are distinct mechanisms:

  • the Refund & Return Policy covers primarily change-of-mind and initial non-conformity;
  • the Warranty Policy covers manufacturing defects within the warranty period.

13. PROFESSIONAL / B2B ORDERS

For salons, clinics, distributors, and other professional or B2B Customers:

  • all sales are generally final, unless otherwise agreed in writing. No refund or return is available for change of mind, market conditions, or business decisions;
  • returns may be accepted only as an exception and may incur restocking fees up to 20%;
  • logistics, export, import, and return transport costs remain the Customer’s responsibility;
  • no statutory cooling-off period usually applies to B2B orders.

Any additional or different terms may be set out in the Distributor Agreement or specific B2B contract.

14. FRAUD PREVENTION

Hagrec may refuse returns and take further action where there are indications of:

  • repeated abusive or excessive return requests
  • product switching, tampering, or counterfeit substitution
  • use of chargebacks in bad faith
  • attempted resale of used, damaged, or counterfeit goods as Hagrec products

Serious cases may result in account suspension, cancellation of benefits, or investigation.

15. GOVERNING LAW & JURISDICTION

This Policy is governed exclusively by Swiss law.

Unless mandatory consumer law specifies otherwise, any disputes arising in connection with this Policy shall fall under the jurisdiction of the courts of Fribourg, Switzerland.

Mandatory consumer rights in the Customer’s country of residence remain unaffected.

16. AMENDMENTS

Hagrec may update this Policy at any time, for example to reflect:

  • changes in law or regulatory guidance,
  • updates to our products or Services, or
  • adjustments in logistics, hygiene, or safety procedures.

Updated versions take effect upon publication on our website with a new ‘Last Updated’ date. We may notify registered Customers via email if the changes materially affect their rights.

Continued use of our Services or products after such changes constitutes acceptance of the updated Policy.