Refund policy
M&R Gastro Schweiz
A brand of M&R Design GmbH
Oltnerstrasse 24, 5014 Gretzenbach, Switzerland
📧 info@mr-gastro.ch | ☎️ +41 58 668 69 69
UID / VAT No.: CHE-424.793.245 MWST
Company number: CHE-309.306.145
Returns and Refunds Policy
This policy governs voluntary returns, returns 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 we accept returns, this is done exclusively under the following conditions and only after prior authorisation by us.
As we sell professional catering and HORECA equipment, special requirements regarding hygiene, safety, installation and resaleability apply.
2. Return Request / RMA
Every return must be registered with us in writing within 14 days of receipt of the goods and approved by us. Returns without authorisation or an RMA reference may be refused.
Unannounced returns, refusal to accept deliveries from carriers or project goods returned without authorisation do not constitute a valid return and may be rejected or returned at cost.
3. Conditions for a Voluntary Return
- The goods are unused, clean, complete and functional.
- The goods are in the original packaging with all accessories, documentation and protective material.
- There are no customer-caused damages, signs of installation, connection or use.
4. Items Excluded from Return and Refund
- equipment that has been installed, connected, commissioned or used for testing
- equipment with gas, water, electrical, refrigeration or ventilation connections once installation or connection work has begun
- custom-made items, project-related procurements, customised or expressly non-cancellable orders
- consumables, hygiene or spare parts where seals have been broken or where a return is not reasonable 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 designation, reason for return and – if relevant – photos of the condition or defect.
If approved, you will receive further return instructions from us. Returns without authorisation may be rejected at the sender’s expense.
6. Return Shipping Costs and Diminution in Value
Return shipping costs, packaging, dismantling, transport organisation and the transport risk of the return shall, as a rule, be 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, consider repair, replacement, price reduction or refund. Please report such cases immediately with photos, order number and a description of the defect.
A complaint does not automatically entitle you to withhold due payments. Mandatory statutory rights remain unaffected; however, voluntary goodwill measures, returns or additional services may be suspended until all due claims have been fully settled.
8. Inspection and Refund
After receipt and inspection of the goods, any refund will generally be made within 10–14 working days via the originally used payment method, unless otherwise agreed.
If our inspection shows that there is no defect attributable to us, or that the claimed defect is due to improper installation, operation, lack of maintenance, interventions by third parties or external influences, inspection, processing, return-transport, travel or service costs may be charged or offset against any outstanding credit.
9. Cancellations Prior to Shipment
A cancellation is only possible as long as the order has not yet been put into production, picking/fulfilment, special procurement or dispatch. 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 or offset in whole or in part, to the extent permitted by law.
10. Relationship to Warranty
This policy concerns voluntary returns. Statutory or contractual warranty rights for defects are governed by the Terms and Conditions (AGB) and the applicable mandatory provisions.