You may request a return within 14 days of receiving your order.
Return eligibility
For a change-of-mind return, the item must be unused, in the same condition in which it was received, and returned with its original packaging where reasonably possible. These conditions do not exclude claims for defective, damaged or incorrect items.
Please contact BTHG LAB with your order number before sending anything back. We handle returns in Switzerland and will provide the Swiss return address and instructions after reviewing your request. Please do not send returns to an overseas supplier.
Return shipping
Unless the item is defective, damaged or incorrect, return shipping costs are the customer's responsibility. If the item is defective, damaged or incorrect, contact us first so we can review the issue and arrange an appropriate solution.
Refunds
Once the returned item is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the refund.
Cancellations
If you need to cancel an order, contact us as soon as possible. An order can only be cancelled before fulfillment has started.