Refund policy

Updated: 22 October 2026 · For new orders placed under this version.

1. Voluntary returns – Switzerland

For private orders delivered to Switzerland, we offer the following voluntary return right for eligible defect-free goods. Swiss online purchases do not carry a general statutory withdrawal right. Statutory rights relating to defects, non-delivery or delay remain separate. Earlier orders retain the conditions promised when they were placed.

2. Notice and return shipment

Notify us clearly within 14 calendar days of receiving the relevant item by email to support@hemelion.com or by post to the address below. Include your order number and the items if possible. No particular reason or special form is required. If a single item is delivered in several parts, the period starts when its last part arrives.

Send the goods back within a further 14 calendar days after your notice; dispatch within that period is sufficient. If a deadline falls on a Saturday, Sunday or public holiday at the delivery location, it ends on the next local business day. Contact us before shipping if anything is unclear. Do not send goods to a foreign supplier or the sender address printed on the parcel without checking with us.

3. Condition and exceptions

You may handle goods as needed to inspect their nature, characteristics and function, as in an ordinary shop inspection. Return them complete with accessories and, where available, labels and original packaging. Missing original packaging alone does not prevent a return; suitable protective packaging is required.

Our voluntary return offer excludes goods made or cut to your individual specifications and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Such an exclusion applies only if it was clearly indicated with the relevant offer before purchase. Use beyond necessary inspection, such as wearing an item to an event, washing or consuming it, can cause a demonstrable loss in value. We may deduct an appropriate amount for that loss from the refund; no flat penalty applies.

4. Shipping costs and return address

For a voluntary change-of-mind return, you arrange and pay for return postage. Original shipping charges are not refunded. Shipping originally waived will not be charged retrospectively after a partial return. No restocking or handling fee applies. Please retain proof of posting and use packaging suitable for transport.

Return address:
Vodinali Ventures
Gäbelbachstrasse 39
3027 Bern
Switzerland
Email: support@hemelion.com

5. Refunds

Following receipt and inspection, we refund the price paid for the returned items, less any justified loss in value explained to you, no later than 14 calendar days after receiving the return. We use the original payment method unless expressly agreed otherwise. No refund fee is charged. The time for the credit to appear also depends on the payment provider.

6. Defective, damaged or incorrect goods

Please report these cases promptly to support@hemelion.com. Describe the problem and provide your order number if available. Photographs help but are not a blanket condition for your rights. The voluntary return periods and exceptions above do not exclude justified defect claims. Under our terms, we may first repair or provide a conforming replacement free of charge within a reasonable period. If this fails or is unreasonable, price reduction or reversal of the contract remains possible. We bear necessary costs of a justified defect claim. Please coordinate return shipping with us so that we can arrange an appropriate solution.

7. Cancellation and delivery delay

You may request voluntary cancellation before order fulfilment. We will confirm whether this is still possible. A request or failure to collect a parcel alone does not cancel the contract. Statutory rights for delay or non-delivery remain available; see our terms and shipping information. Any mandatory statutory withdrawal right applicable in an individual case is not restricted by this voluntary offer.