Return and Refund Policy
Initiating a Return
To request a return, please contact us at sales@demoi.ch If your return is approved, we will provide a return shipping label along with detailed instructions on how and where to send your package.
Please note: Items returned without prior authorization will not be accepted.
DE MOI only accepts returns from www.demoi.ch If you purchased our products from an authorized retailer, please contact them directly for assistance.
For any return-related inquiries, you are always welcome to reach us at sales@demoi.ch.
Damaged or Incorrect Items
We kindly ask that you inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us immediately so we can evaluate the issue and resolve it promptly.
To help us assist you faster, please send a clear photo of the item along with your message. This helps us verify the issue and provide a quick solution.
Non-Returnable Items
Please note that we do not accept returns for the following:
- Sale or promotional items
- Gift cards
If you’re unsure about the eligibility of your item, feel free to contact us before initiating a return.
Order Cancellations
If you would like to cancel your order, please email us immediately at sales@demoi.ch.
If your package has not yet shipped, we will cancel the order and issue a full refund.
However, once the order has been shipped, we are unable to cancel or refund the purchase.
Customs Duties & Import Taxes
We completely understand that unexpected fees are never pleasant, and we want to be as transparent as possible. Unfortunately, customs regulations, import duties, and local taxes are determined by your country’s authorities, and are outside of our control. These charges may apply upon delivery and are the responsibility of the customer.
We kindly ask that you check with your local customs office before placing your order to avoid any surprises.
❗Please note: If a package is refused due to unpaid duties or taxes, we're sadly unable to offer a refund. We truly wish we had more influence over these policies, but they are governed by international trade laws.
Refunds
Once we’ve received and inspected your return, we will notify you regarding the status of your refund. If approved, the refund will be issued to your original payment method.
Please allow time for your bank or credit card provider to process the refund.
Return & Exchange Conditions
We maintain a strict no return, no exchange policy, clearly stated on our website at the time of purchase. The only exceptions are:
- If the item arrives damaged in a way that compromises functionality
- If you receive the wrong product
In these cases, we are happy to offer a resolution in line with our customer care standards.
Packaging Defects
All items are thoroughly inspected prior to shipment to ensure they meet our quality standards. However, superficial packaging defects may occur during transit and are unfortunately beyond our control. For this reason, we are unable to accept returns or exchanges for packaging imperfections alone.