Refund policy
M&R Gastro Switzerland
A brand of M&R Design GmbH
Oltnerstrasse 26, 5014 Gretzenbach, Switzerland
info@mr-gastro.ch | +41 58 668 69 69
UID / VAT No.: CHE-309.306.145 MWST
Company number: CHE-309.306.145
Returns and Refunds Policy
This policy governs voluntary returns, return shipments, refunds, and the handling of defects, incorrect deliveries and transport damage. Mandatory statutory rights remain unaffected.
1. General Information
Under Swiss law there is generally no statutory right of withdrawal for online purchases. To the extent that we accept returns, this is done exclusively under the following conditions and only after prior authorization by us.
As we sell professional gastronomy and HORECA equipment, special requirements regarding hygiene, safety, installation and resaleability apply.
2. Return Request / RMA
Any return must be registered with us in writing within 14 days of receipt of the goods and approved by us. Without authorization or an RMA reference, returns may be refused.
Unannounced returns, refusal of acceptance by carriers, or project goods returned without authorization do not constitute an effective return and may be rejected and returned at the sender's expense.
3. Conditions for Voluntary Returns
- The goods are unused, clean, complete and functional.
- The goods are in the original packaging with all accessories, documentation and protective materials.
- There are no customer-caused damages or signs of installation, connection or use.
4. Items Excluded from Returns and Refunds
- installed, connected, commissioned or test-used equipment
- equipment with gas, water, electrical, refrigeration or ventilation connections, once installation or connection work has begun
- custom-made items, project-specific procurements, customized or expressly non-cancellable orders
- consumables, hygiene or spare parts, where their seal has been opened or a return is unreasonable for hygienic reasons
- items with missing components, damaged packaging or diminished value due to improper handling
5. Return Procedure
Before a return, we require at minimum the order number, item description, reason for return and, if relevant, photos of the condition or defect.
If approved, you will receive further return instructions from us. Returns without authorization may be rejected at the sender's expense.
6. Return shipping costs and diminution in value
Return shipping costs, packaging, disassembly, organization of transport and the transport risk of the return are generally borne by the customer. We are entitled to deduct reasonable compensation for diminution in value, missing accessories, repackaging or inspection costs from the refund amount.
7. Defects, incorrect deliveries and transport damage
In the case of confirmed defects, incorrect deliveries or acknowledged transport damage, we will, at our discretion, examine repair, replacement delivery, price reduction or refund. Please report such cases without delay with photos, order number and a description of the fault.
A complaint does not automatically justify withholding of due payments. Statutory mandatory rights remain unaffected; however, voluntary goodwill gestures, returns or additional services may be suspended until full settlement of all outstanding claims.
8. Inspection and refund
After receipt and inspection of the goods, any refund will generally be made within 10–14 business days via the originally used payment method, unless otherwise agreed.
If our inspection shows that there is no defect for which we are responsible, or that the alleged defect is due to improper installation, operation, lack of maintenance, third-party interventions or external influences, inspection, handling, return transport, travel or service costs may be charged or offset against outstanding balances.
9. Cancellations prior to dispatch
A cancellation is only possible as long as the order has not yet been triggered into production, picking/fulfillment, special procurement or shipping. Any costs already incurred may be charged.
For project-related procurements, special orders, reserved goods, production already initiated or customer-specific coordination, advance payments, deposits or third-party and processing costs already incurred may be retained in whole or in part or offset, insofar as legally permissible.
10. Relationship to warranty
This policy concerns voluntary returns. Statutory or contractual warranty rights for defects are governed by the General Terms and Conditions (AGB) and the applicable mandatory provisions.