Returns & Refunds

Switzerland: no statutory right of withdrawal

As we are based in Switzerland, Swiss law does not provide a statutory right of withdrawal for online purchases. The return policy below is offered voluntarily, as a gesture of goodwill, and applies to orders shipped within Switzerland.

Our 7-day return policy (Switzerland)

You have 7 business days* after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging and state. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@noosh.studio. Returns must be sent back to our studio. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@noosh.studio.

*"Business days" refers to Monday through Friday and does not account for public holidays or noosh.studio's studio closures

European Union: 14-day right of withdrawal

If your order is shipped into the European Union, you have a statutory right to cancel or return your order within 14 business days* of receiving the goods, for any reason and without justification.

You may inspect the item to the extent necessary to establish its nature and characteristics, as you would in a shop. If the item shows signs of use beyond such inspection, we reserve the right to deduct a reasonable amount from your refund to reflect the reduction in value.

Return shipping costs. Unless the item is defective or incorrect, return shipping costs are your responsibility.

Refund of original shipping costs. If you cancel your entire order under this right, we will also refund the standard delivery cost you originally paid.

To exercise this right, contact us at hello@noosh.studio within the 14-day period, stating your intention to cancel.

*"Business days" refers to Monday through Friday and does not account for public holidays or noosh.studio's studio closures

Damages, defects and incorrect items

Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

This is separate from, and unaffected by, the return periods above. Under Swiss law, you also have statutory rights regarding defective goods (warranty for defects, Art. 197 ff. CO), which apply regardless of our voluntary return policy.

About handmade products

All of our candles and objects are handmade in our studio in Bern. Small variations in color, texture or shape are part of the handmade character of each piece and are not considered defects. If you have questions or concerns about a specific item before or after purchase, please reach out, we're happy to help.

Exceptions / non-returnable items

The following items cannot be returned:

• Custom, personalized or special-order products
• Gift cards

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@noosh.studio.

Wholesale orders

This policy applies to retail (B2C) purchases only. Wholesale and business orders are subject to separate terms agreed at the time of order.