Returns & Exchanges – Smoketown’s Voluntary Return Policy
In Switzerland, there is no statutory right of withdrawal for online purchases. However, Smoketown voluntarily offers you a right of return: Unused goods can be returned or exchanged within 14 days of receipt subject to the conditions below. Your statutory rights in the event of defective goods or incorrect delivery remain unaffected (see “Defects and Incorrect Deliveries” below). Mandatory rights available to consumers residing in the Principality of Liechtenstein under the law applicable to them (such as a statutory right of withdrawal from distance contracts) are reserved.
1. Requirements
- The return must be registered with us within 14 days of receipt of the goods.
- The goods must be unused, complete, and in their undamaged original packaging.
- The return must include proof of purchase (invoice, delivery note, or order confirmation).
2. Exclusions from Voluntary Return
- Used or opened items, as well as items without or with damaged original packaging.
- Sealed items that are unsuitable for return for reasons of public health or hygiene, or due to food law regulations, and whose seal has been removed after delivery.
- E-liquids (opened and unopened), as well as all opened or unopened tobacco and tobacco substitute products, especially shisha tobacco (incl. shisha tobacco substitute products), rolling, filling, and snuff tobacco (incl. snus and chewing tobacco), and all products in the tobacco substitute and CBD flower, joints & cigarettes categories.
- Disposable e-cigarettes, consumables and hygiene products (e.g. filters and rolling papers), soft drinks, and products in the CBD cosmetics category.
- Products that were not purchased from Smoketown.
These exclusions apply only to the voluntary right of return. Claims due to a defect or incorrect delivery remain unaffected.
3. How Returns Work
Please register the return in advance by email to info@smoketown.ch or via our contact form, stating your order number and the items concerned. A special form of delivery (e.g. registered mail) is not required. Please then send the goods with the proof of purchase to:
Smoketown Rorschach GmbH
Thurgauerstrasse 4
9400 Rorschach
If you would like an exchange instead of a refund, please indicate this when registering the return; we will then be happy to discuss the process with you.
4. Return Shipping Costs
You are responsible for the return shipping costs under the voluntary return policy. Please package the goods securely for transport.
5. Refund
Upon receipt and inspection of the goods, we will generally refund the purchase price within 14 days via the original payment method or as a credit to your Powerpay account (MF Group) if you paid by invoice. If the goods show damage or signs of use beyond what is necessary to check their type, condition, and functionality, we may deduct the corresponding loss in value from the refund amount.
6. Defects and Incorrect Deliveries
If an item is defective or you have received the wrong item, the rights regarding defects under our Terms and Conditions (Sections 5 and 7) apply, regardless of the voluntary return policy. A defect will not be rejected simply because the goods have already been opened or used. Please report obvious defects within 5 calendar days of receipt and defects discovered later immediately upon discovery.
You may initially pay the return shipping costs for the disputed goods yourself. If we establish a justified material defect or incorrect delivery, we will refund the necessary and reasonable return shipping costs and cover the costs of shipping the repaired or replaced goods back to you. If the complaint is unfounded or no defect attributable to Smoketown is established, the return shipping costs may remain with you, to the extent permitted by law.
7. Damage in Transit or Loss
Did your shipment arrive damaged? Please take the damaged product, along with its outer packaging and filling material, to your local post office immediately and have a damage report drawn up. Send us a copy of it as a photo or scan to customs@smoketown.ch so that we can resolve the matter quickly with the post office. Please report any damage not visible on the exterior to the responsible post office within 5 days of delivery.
Did your shipment not arrive? If your shipment has not arrived 5 days after you received the shipping confirmation, please contact us immediately. We will then initiate an investigation with the post office.
8. Undeliverable Shipments
If a shipment is returned to us by the post office (e.g. due to refusal of acceptance, an incorrect address, or failure to collect), we will cancel the order after notifying you. If requested, a replacement shipment is possible. The costs incurred in this case are subject to Sections 4 and 6 of our Terms and Conditions.
We are happy to answer any questions about returns at info@smoketown.ch or on +41 71 841 09 68.