Returns
You have 14 days from delivery to return an item. If the product arrived defective, damaged or wrong, the request must be opened within 3 days with photos — after that our supplier no longer accepts the claim.
Returns within 14 days of delivery
Defect, damage or wrong item: request within 3 days, with photos (video recommended)
Our fault or a defect: we pay the return shipping
Change of mind: return shipping is on you
Refund within 14 days of the goods arriving back, to the same payment method
You have 14 days from delivery to open a return. If the reason is a defect, transport damage or a wrong item, however, the request must be opened within 3 days of delivery: that is not red tape on our side, it is the time we need to raise the claim with our supplier before their own window closes. Once approved, you have a further 14 days to ship the goods back.
For a defect, damage or a wrong item, the request can only be opened with evidence: at least 3 photos of the product from different angles (including the packaging) and a photo of the shipping label. A short video is not mandatory but greatly improves the chance the claim is accepted. Without this evidence the supplier rejects the case and the refund is lost — which is why the form cannot be submitted until they are uploaded.
Go to the order area of your account and open the request on the relevant order, or write to customerservice@dedalservices.ch quoting your order number. You will receive the approval with the return address and shipping instructions.
If the product is defective, damaged in transit or not what you ordered, we pay the return shipping: the mistake is ours or our supplier’s. If you simply changed your mind, the return shipping is at your expense. We say so upfront and in writing because the goods leave from warehouses in different countries and the return has a real cost: we would rather be clear now than explain it afterwards.
Excluded or restricted items may include, among others: perishables, opened intimate hygiene goods, software with broken seal, made-to-order or clearly personalised items, and sealed goods unsuitable for return for health or hygiene reasons, under applicable law.
When the goods arrive back we check that the return meets the stated conditions, then refund within 14 days to the same payment method used for the purchase. For goods used beyond what is necessary to establish their nature and characteristics, a proportionate deduction may apply where the law allows.