Return & Exchange

As a consumer you can cancel your order in the smow online shop within 30 days without giving any reason. The statutory period of revocation and the statutory claims of the customer remain unaffected by this extended time regulation.

If you are not satisfied with your order, we will organize the exchange or return. Please contact our customer service team. After receipt of your return and a quality check we will refund any payments made within 14 days.

Please note that we can only take back unused products, ideally in their original packaging, that show no signs of wear. If the returned product is damaged or otherwise shows signs of wear, you will be charged for any loss of value of the goods, provided that this loss of value is due to handling that is not necessary to check the nature, properties and functioning of the goods.

Please note: Custom-made products and spare parts are excluded from exchange and return.

1) Consumer within the meaning of § 13 of the German Civil Code (BGB) = any natural person who concludes a legal transaction for purposes which are not predominantly connected to their commercial or self-employed occupation.

It is best to declare your withdrawal by e-mail, by simply replying to the relevant order confirmation e-mail. Alternatively use our Order Withdrawal Form, which you can send us by post or e-mail.

In the event of a withdrawal, please return the unused product, ideally in the original packaging, to us within 14 days of the withdrawal. Should the returned product contain signs of use, smow reserves the right to reduce the subsequent refund accordingly.

The costs for returning parcel-transportable goods from Switzerland, Liechtenstein, Germany and Austria are CHF 20.00 per parcel.

For returns of parcel-transportable goods from Belgium, Denmark, France, Luxembourg and the Netherlands, we charge CHF 20.00 as well per DHL parcel (incl. VAT).

Business customers generally bear the costs for the return shipment themselves. If they ask us to collect goods that can be sent by parcel post, we charge them CHF 20.00 (incl. VAT) per parcel.

We do not bear the costs for the return of goods that cannot be sent by parcel post - irrespective of whether they are private or business customers. For the return shipment of forwarding shipments, we will arrange a collection in consultation with you if necessary. For returns from Germany a flat rate of CHF 69.00 (incl. VAT) per shipping pallet is charged, for returns from the Netherlands, Belgium, Austria, Luxembourg, France and Denmark a flat rate of CHF 149.00 (incl. VAT) per shipping pallet is charged. For returns from Switzerland and Liechtenstein we charge a flat rate of CHF 200.00 per shipping pallet.

Returns from EU countries other than those listed above, as well as from non-EU countries (Norway) are handled separately and depending on the specifics of object/location. For more information please contact the smow Customer Service team via 0800 15 60 00 or service@smow.ch.

You wish to exchange a product? Please contact our customer service team stating your order number and inform us about your exchange request. We will send your replacement article following receipt of your return at our warehouse.

Refunds will be made promptly within a maximum of 14 days of the order cancellation or receipt of the return and using the same means of payment used for the original purchase. In case of an order cancellation, we will refund all payments received, including standard delivery charges. Exempt from the reimbursement are charges extra to the standard delivery charge such as the comfort surcharge.

The ordered goods arrived damaged or otherwise failed to meet the expected quality standards? Please contact our customer service team by e-mail or telephone stating your order number. In case of a quality defect, we will organize the return and exchange of the goods. There are no additional costs for you, the return shipment is also free of charge for business customers in the event of a complaint. In the case of damage in transit that is visible from the outside, please inform the delivering logistics partner directly and contact our customer service team. If the goods are clearly damaged, you can also refuse to accept the order. If it is a hidden, non-visible, transport damage, please notify us within 7 days.