Returns and Refunds Policy
At CTCA, your satisfaction is our priority. This page details our return and refund procedures.
14-day right of withdrawal
In accordance with Swiss consumer protection legislation, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to justify a reason.
This period starts:
From the day after receipt of the product by the customer or a third party designated by them.
Products eligible for return
Returnable products
- Unopened and sealed individual Bach Flowers
- Unopened and sealed Bach Flower combinations
- Any product in its original intact packaging
Non-returnable products
- Bach Flowers with broken seal (for hygiene reasons)
- Used or opened products
- Gift vouchers (digital or physical) once issued
- Customised or made-to-order products
Important : As Bach Flowers are wellness products intended for personal use, they cannot be returned if the seal has been broken, in accordance with hygiene and safety standards.
3-step return procedure
Contact us
Inform us of your wish to return a product by email at diego.costier@ctca.ch or by phone at +41 76 331 28 83.
Please provide your order number and reason for return (optional).
Return the product
Return the product within 14 days to the following address:
CTCA - Diego Costier
Avenue Alexandre-Vinet 25
1004 Lausanne, Suisse
Conditions:
- Original packaging intact and unopened
- All accessories and documents included
- Product in perfect resale condition
Note : Return shipping costs are the customer's responsibility (within Switzerland and internationally), except in case of defective product or our error. For returns outside Switzerland, see the specific conditions in section 5.4.
Receive your refund
Once the product is received and verified, we will process the refund within a maximum of 14 days.
The refund will be made using the same payment method used for the purchase.
Refund terms
Refunded amount
The refunded amount includes the price of the returned product(s) and initial shipping costs (if the return concerns the entire order).
Non-refundable costs
- Return shipping costs remain the customer's responsibility
- Initial shipping costs are not refunded for partial returns
- For international orders (EU and rest of the world): any customs duties, import taxes and clearance fees already paid on delivery are not refundable by CTCA
Refund timeframe
The refund is processed within a maximum of 14 days following receipt and verification of the returned product.
Refund method
The refund is made using the same payment method used for the original purchase, unless otherwise agreed between the parties.
Special cases
Defective or damaged product
If you receive a defective or damaged product, please contact us immediately (within 48 hours of receipt). We will cover return shipping costs and either exchange or fully refund according to your preference.
Order error
In case of an error on our part (incorrect product delivered), we will cover all return and exchange costs. Contact us upon receipt to arrange the exchange.
Gift vouchers
Gift vouchers are neither returned nor refunded once issued, in accordance with the terms of use. They remain valid for the duration indicated at the time of purchase.
Return shipping costs by zone (CH / EU / Rest of the world)
General rule: return shipping costs are the customer's responsibility, except in case of a defective product or our error (then CTCA covers everything). Detail by zone:
Switzerland
Customer's responsibility
Expect approximately CHF 5 to CHF 9 depending on parcel format and chosen postal service (Swiss Post). No customs formalities.
European Union
Customer's responsibility
Expect approximately EUR 10 to EUR 25 depending on country and weight. Mandatory customs declaration: “Returned goods — no commercial value”. Any customs duties and import VAT already paid on delivery are not refundable by CTCA.
Rest of the world
Customer's responsibility
The rate depends on your country and the carrier (typically CHF 30 to CHF 80). Tracked and insured shipping strongly recommended. Mandatory customs declaration: “Returned goods — no commercial value”. Any customs duties, import VAT and clearance fees already paid are not refundable by CTCA.
Exception : Exception: if the product is defective, damaged on arrival, or if we made a mistake, CTCA covers the full return costs, regardless of zone (see sections 5.1 and 5.2).
Procedure: before any return, contact us by email at diego.costier@ctca.ch to obtain agreement and precise instructions. The product refund (excluding initial shipping and return shipping costs) is processed within 14 days of receipt and inspection of the returned parcel.
Returns FAQ by shipping zone
Quick answers based on your shipping country
Need help?
Our team is at your disposal for any questions regarding returns and refunds.
CTCA - Diego Costier
Avenue Alexandre-Vinet 25, 1004 Lausanne, Suisse