Refund policy
Last updated: March 7, 2026 · Governing law: Swiss law (OR / CO)
1. Overview
Blue Essentials GmbH (“Blue Essentials”, “we”, “us”, “our”) operates an online retail store at blueessentials.com, curating premium food supplements and wellness products for customers in Switzerland. This Return & Refund Policy forms part of our Terms of Service and governs all purchases made through our store.
Given the nature of food supplement and wellness products — which are consumable, subject to hygiene considerations, and may degrade in efficacy or safety once their sealed packaging is opened — Blue Essentials operates an all-sales-final policy as a general rule. This is consistent with standard practice in the supplement retail sector and with the applicable provisions of the Swiss Code of Obligations (Obligationenrecht / CO).
2. General Rule: All Sales Are Final
We do not accept returns or issue refunds for the following reasons:
- Change of mind or personal preference
- Product not meeting subjective taste or texture expectations
- Failure to achieve desired personal results (individual results vary)
- Duplicate or accidental orders placed by the customer
- Products purchased as gifts that are unwanted by the recipient
- Customer ordered the incorrect product or quantity
We encourage all customers to review product descriptions, ingredient lists, and any available consultation resources carefully before completing a purchase. If you have any questions about product suitability prior to ordering, please contact us at customercare@blueessentials.com.
3. Exceptions: When We Will Issue a Remedy
Notwithstanding the general rule above, Blue Essentials will offer an appropriate remedy — in the form of a replacement product or a full refund — in the following limited circumstances:
3.1 Damaged Items
If your order arrives visibly damaged as a result of transit (e.g. crushed packaging, broken seal caused by physical impact during shipping), you are entitled to a replacement or refund. Damage must be reported to us within 48 hours of confirmed delivery.
3.2 Wrong Item Delivered
If you receive a product that does not match your confirmed order (incorrect product, incorrect variant, or incorrect quantity), we will arrange a replacement or issue a full refund at your choice. This must be reported within 48 hours of confirmed delivery.
3.3 Tampered or Compromised Packaging
If you receive a product whose packaging shows signs of tampering, unauthorised opening, or compromise to the product seal prior to your receipt, you should not consume the product. Contact us immediately within 48 hours of delivery and we will issue a full replacement or refund.
In all cases above, Blue Essentials reserves the right to request photographic or other reasonable evidence of the reported condition before processing a remedy. We will respond to all eligible claims within 5 business days of receiving the required documentation.
4. How to Report an Issue
To report a damaged, incorrect, or tampered item, please contact us as follows:
- Email: customercare@blueessentials.com
- Subject line: “Order Issue – [Your Order Number]”
- Include: your order number, a description of the issue, and clear photographs of the item and packaging as received
- Report within: 48 hours of confirmed delivery
Claims submitted after the 48-hour window, or without the requested documentation, may not be eligible for a remedy at our discretion.
5. Order Cancellations
Orders may be cancelled only before they have been dispatched from our fulfilment partner. Once an order has entered the dispatch process, it can no longer be cancelled.
To request a cancellation, contact us immediately at customercare@blueessentials.com with your order number. We will make every reasonable effort to action the request, but cannot guarantee cancellation once an order has been confirmed and is being processed for fulfilment.
If a cancellation is successfully processed before dispatch, any payment taken will be refunded in full to the original payment method within 5–10 business days, subject to your bank’s processing times.
6. Refund Processing
Where a refund is approved under the exceptions in Section 3 or a cancellation in Section 5, the following applies:
- Refunds are issued to the original payment method only
- Processing time: 5–10 business days from approval, subject to your bank or payment provider
- Blue Essentials is not responsible for delays caused by third-party payment processors or banking institutions
- Refunds will be issued in Swiss Francs (CHF)
7. Geographic Scope
Blue Essentials currently ships exclusively within Switzerland. This policy applies to all orders delivered to Swiss addresses. We do not currently export to or fulfil orders from any other country.
8. Health & Supplement Disclaimer
All products sold by Blue Essentials are food supplements as defined under Swiss food law (Lebensmittelgesetz, LMG) and its associated ordinances. They are not medicinal products and are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Food supplements are not a substitute for a varied and balanced diet and a healthy lifestyle. Individual results may vary. Customers who are pregnant, breastfeeding, taking prescription medication, or managing a medical condition are advised to consult a qualified healthcare professional before use.
Returns or refunds will not be granted on the basis that a product did not produce a specific health result or outcome.
9. Statutory Rights
Nothing in this policy limits or excludes any statutory rights you may have under Swiss law that cannot be excluded by contract, including any rights under the Swiss Code of Obligations (OR Art. 197 ff.) in respect of goods that are materially defective or not as described at the time of sale.
10. Contact
For all queries relating to returns, refunds, or order issues, please contact:
Blue Essentials GmbH
Scheideggstrasse 64, 8002 Zürich, Switzerland
customercare@blueessentials.com
Tel. +41 (0) 78 248 36 50
We aim to respond to all enquiries within 2 business days.
This policy was last reviewed and updated on 7 March 2026. Blue Essentials GmbH reserves the right to amend this policy at any time. The current version will always be available at blueessentials.com/policies/refund-policy.