Right of withdrawal
Steinsee Returns, Exchange and Refund Policy
Effective as of: 29.04.2026
This Policy applies to all orders placed through the Steinsee online shop.
Steinsee
Palacio Pichardo Boutique
Rue du Comte-Géraud 15
1213 Onex, Schweiz
Steinsee offers a free size exchange within 30 days. No voluntary right of return with a refund is granted in the event of dissatisfaction or a change of mind.
Mandatory statutory rights of withdrawal, return and warranty remain reserved.
Important notice: The business address stated above is not a returns address. Please do not send any items to this address without contacting us first.
If you have any questions, you can reach us at:
contact@steinsee.ch
1. Free Size Exchange within 30 Days
Your satisfaction is important to us. Should an ordered item not fit properly, or turn out to be too large or too small, we offer you a free size exchange within 30 days of receipt of the order.
The free exchange applies exclusively to a change in size of the same item. An exchange for a different model, a different product type or a different item is excluded.
Once your request has been reviewed and approved, we will send you the same item in the requested available size free of charge.
It is not necessary to return the original item. You may keep it.
You will incur neither additional product costs nor further shipping costs for the approved size exchange.
2. Conditions for the Free Size Exchange
A free size exchange is possible subject to the following conditions:
- The request is made within 30 days of receipt of the order.
- The item does not fit properly or does not correspond to the expected size.
- Only a different size of the same item is requested.
- The requested size is available.
- The item is not excluded from the voluntary exchange as a result of a multiple order of identical items in different sizes.
The free size exchange is a voluntary customer service provided by Steinsee.
There is no entitlement to an exchange for a different model or a different product variant.
3. No Voluntary Return with Refund
Steinsee does not grant a voluntary right of return with a refund in the event of dissatisfaction, an incorrect choice of size or a change in the purchase decision.
If an item does not fit properly, you may instead make use of our free size exchange in accordance with the terms of this Policy.
This also applies, in principle, to reduced items, sale products, special offers and items from clearance sales.
Mandatory statutory rights of withdrawal, return and warranty remain unaffected hereby.
4. Reduced Items and Special Offers
Items purchased as part of discount promotions, special offers, clearance sales or other price reductions are excluded from the voluntary right of return with refund.
However, a free size exchange within 30 days is also possible for reduced items, provided that the conditions of this Policy are met.
The restriction of the voluntary right of return does not apply to mandatory statutory withdrawal or warranty claims.
5. Multiple Orders of Identical Items in Different Sizes
Where identical items are ordered in several different sizes within the same order, all of the items concerned are excluded from the voluntary right of exchange and return.
In such cases, neither a free size exchange nor a voluntary return or refund is possible.
This provision applies irrespective of whether the items were purchased at the regular price or as part of a discount promotion.
We recommend that you check our size charts carefully before placing an order and contact our customer service if you have any questions.
Mandatory statutory rights of withdrawal, return and warranty remain unaffected by this provision.
6. Free Size Exchange Procedure
If you wish to request a free size exchange, please proceed as follows:
- Contact our customer service within 30 days of receipt of your order by e-mail at contact@steinsee.ch.
- State your order number and the item concerned.
- Inform us of the size originally ordered and the new size requested.
- Our customer service will review your request and confirm to you whether the free size exchange is possible.
- Upon approval, the item will be sent to you in the new size free of charge.
You are not required to return the original item.
No additional product or shipping costs are incurred for the approved size exchange.
7. Availability and Shipping of the Replacement Item
The free size exchange is subject to the availability of the requested size.
Should the requested size not be available, our customer service will inform you accordingly and, where applicable, offer an alternative solution.
Our usual processing and delivery times generally apply to the shipping of the replacement item:
- Processing time: 1 to 3 working days
- Delivery time: generally 6 to 9 working days after dispatch
For international deliveries, actual delivery times may vary depending on the country of destination, the shipping service provider or customs clearance.
For an approved free size exchange, Steinsee bears the costs of the replacement item as well as the regular shipping costs.
8. Damaged, Defective or Incorrectly Delivered Items
Should a delivered item be damaged, have a defect or not correspond to your order, we ask that you contact our customer service, if possible within 7 days of receipt of the goods.
Please send your request to:
contact@steinsee.ch
Please state your order number and, where possible, attach meaningful photographs of the item concerned.
After reviewing your complaint, we will offer you an appropriate solution depending on the circumstances and the applicable statutory provisions.
This may include, in particular:
- Replacement delivery of the same or an equivalent item
- Repair, where possible and reasonable
- Appropriate price reduction
- Refund of the purchase price
In the case of justified complaints, we will bear the necessary and reasonable return shipping costs, insofar as this is required by law or has been promised by us.
The statutory obligations to inspect and give notice of defects, as well as mandatory warranty rights, remain reserved.
9. Special Information Regarding Jewellery Items
Our jewellery items are generally made of gold-plated or silver-plated materials, unless otherwise stated in the respective product description.
They are therefore not jewellery made of solid gold or solid silver, unless this is expressly stated in the respective product description.
Gold plating and silver plating may wear off or change over time as a result of regular wear, friction, moisture, perspiration and contact with perfume, cosmetics or cleaning agents.
Such material-typical changes resulting from ordinary use do not automatically constitute a product defect.
However, this does not apply to plating defects, defective workmanship or other defects for which statutory warranty rights exist.
We recommend protecting jewellery from water, moisture and chemical influences as far as possible and storing it in a dry place.
The specific material information in the respective product description is authoritative.
10. Statutory Rights of Withdrawal and Warranty Rights
This Policy governs, in particular, Steinsee's voluntary free size exchange.
No voluntary right of return with refund is offered.
Irrespective of this, all mandatory statutory rights of customers remain reserved.
In particular, customers in certain countries may be entitled, on the basis of mandatory consumer protection provisions, to withdraw from a purchase contract concluded online within a statutory period.
Consumers in the European Union generally have a statutory right of withdrawal of 14 days for distance contracts, unless a statutory exception applies.
This statutory right of withdrawal may, in principle, also apply to reduced items and to orders in which several sizes of the same item were purchased.
Where the statutory right of withdrawal has been validly exercised, the refund shall be made in accordance with the respectively applicable statutory provisions.
Statutory warranty rights in respect of defective goods likewise remain reserved without restriction.
11. Contact and Returns Address
Our customer service will be pleased to assist you with any questions regarding the free size exchange, statutory returns, refunds or complaints.
Steinsee
Palacio Pichardo Boutique
Rue du Comte-Géraud 15
1213 Onex, Schweiz
E-mail: contact@steinsee.ch
Important notice: The business address stated above is not a returns address.
If a return is required in connection with statutory claims, please contact our customer service to obtain the relevant return information.
Mandatory statutory rights are not restricted by this procedure.
12. Applicable Law
In all other respects, our General Terms and Conditions (GTC) and the provisions on applicable law contained therein shall apply.
The legal relationships between Steinsee and its customers are, in principle, governed by Swiss law, insofar as no mandatory statutory provisions provide otherwise.
Mandatory consumer protection provisions of the respectively applicable law remain reserved.
Steinsee
Palacio Pichardo Boutique
Rue du Comte-Géraud 15
1213 Onex, Schweiz
Customer service:
contact@steinsee.ch
Last updated: 29. April 2026