Returns, Withdrawal and Refund Policy

1. Statutory right of withdrawal for consumers in the European Union

If you are a consumer residing in the European Union, you generally have the right to withdraw from your online purchase within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement, for example by email or letter:

Contractual seller:
TheOtherOne GmbH
Rheinbrückstrasse 1
4332 Stein
Switzerland
Email: info@to-1.info

You may use the model withdrawal form set out at the end of this policy, but its use is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your withdrawal notice before the 14-day period has expired.

Returning goods following withdrawal

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days from the date on which you notified us of your withdrawal.

Please send returns to:

Return address:
TheOtherOne
Edwin Naef Weg 9
79713 Bad Säckingen

This address is the return address only. The contractual seller remains the Swiss company identified above.

You are responsible for the direct cost of returning the goods. If we provide you with a return label, the stated cost of that label may be deducted from your refund.

Please contact us before shipping the goods so that we can provide the appropriate return instructions. This request is intended to facilitate processing and does not restrict your statutory right of withdrawal.

Inspection and diminished value

You may inspect and try on the goods as you would in a retail store. You are responsible only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

The absence of the original shipping packaging does not by itself invalidate your statutory right of withdrawal. Where reasonably possible, please return the goods with their original product packaging and tags.

Refund following withdrawal

We will reimburse all payments received from you, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after receiving your withdrawal notice.

Additional delivery costs resulting from your choice of a delivery method other than our least expensive standard delivery option will not be reimbursed.

We may withhold reimbursement until we have received the goods or until you have provided evidence that you have returned them, whichever occurs first.

Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction. You will not be charged any fees for the refund. Your bank or payment provider may require additional processing time before the refund appears in your account.

2. Exceptions to the statutory right of withdrawal

The statutory right of withdrawal does not apply, in particular, to:

• goods made to the consumer’s specifications or clearly personalised; and
• sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been removed after delivery, insofar as the applicable legal requirements for this exception are met.

These exceptions are interpreted in accordance with the mandatory consumer-protection laws applicable to the customer.

Reduced-price or sale items are not excluded from the statutory right of withdrawal merely because they have been discounted.

3. Additional voluntary 30-day return policy

In addition to your statutory rights, we offer a voluntary return period of 30 days from the date on which you receive the goods.

To use this voluntary return policy, please contact us at info@to-1.info within 30 days of receiving your order and follow the return instructions provided by us.

Goods returned under this voluntary policy must:

• be unworn, unwashed and unused, except for a reasonable fitting;
• be clean and in a resalable condition;
• have all original product tags attached; and
• be returned with the original product packaging where reasonably possible.

Please include your order number or another proof of purchase so that we can identify your order.

The customer bears the direct cost of returns made under the voluntary 30-day return policy. Where we provide a return label, the communicated cost of the label will be deducted from the refund. Sale items are included in the statutory right of withdrawal but are excluded from the additional voluntary return policy once the statutory withdrawal period has expired.

4. Defective, damaged or incorrectly delivered goods

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is defective, damaged or if you have received an incorrect item.

Prompt notification helps us investigate and resolve the issue quickly, but it does not affect your statutory rights.

Where the goods are defective, damaged or incorrectly delivered, we will provide appropriate return instructions and bear the necessary return shipping costs in accordance with applicable law.

The voluntary return conditions stated above do not limit your statutory rights in relation to defective goods.

5. Exchanges

We do not currently offer direct exchanges for a different size, colour or product. Please return the original item in accordance with the applicable return conditions and place a separate order for the desired item.

This section does not affect any statutory rights you may have in relation to defective or incorrectly delivered goods.

6. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.

To:

TheOtherOne GmbH
Rheinbrückstrasse 1
4332 Stein
Switzerland
Email: info@to-1.info

I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods:

Ordered on/received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date: