Refund policy

Northwood KLG – Last updated: 12 September 2026

1. Scope

This policy applies to purchases of goods from Northwood KLG through our online shop and by email, telephone or other means, insofar as it forms part of the relevant contract.

Swiss law generally does not provide a general statutory right of withdrawal for ordinary online purchases of goods. We therefore offer the voluntary right of return described below.

This is separate from mandatory statutory rights of withdrawal or cancellation, particularly where Liechtenstein consumer protection law applies. Our voluntary return conditions do not restrict those rights.

2. Voluntary right of return

We offer private and business customers a voluntary right to return eligible goods.

Please notify us of your intended return by email to info@northwood.ch within 14 calendar days of receipt. Sending your email within this period is sufficient to meet the notification deadline.

Where possible, include your order number and identify the products you wish to return. We will provide further return instructions.

The goods must:

  • be unused;

  • be complete, including any supplied accessories;

  • be in their original packaging.

The following are excluded from the voluntary right of return:

  • cosmetics;

  • food, herbs and teas;

  • hygiene products;

  • custom-made products;

  • gift cards and gift vouchers.

These exclusions apply only to the voluntary right of return. Statutory withdrawal rights and rights concerning defective goods remain unaffected.

3. Return shipping and refunds for voluntary returns

Please package the goods securely and retain proof of posting.

You are responsible for return shipping costs.

Once an eligible return has been received and inspected, we will refund the product price actually paid, after deduction of any discounts granted for it, using the original payment method unless otherwise agreed.

Shipping costs for the original order are not refunded under this voluntary right of return.

4. Statutory right of withdrawal for consumers

The following provisions apply where your contract is subject to a statutory right of withdrawal under Liechtenstein’s Act on Distance and Off-Premises Contracts. Other mandatory statutory rights also remain unaffected.

Consumers are natural persons who enter into a contract for purposes outside their business activities.

Withdrawal period

You have the right to withdraw from the contract within 14 calendar days without giving a reason.

The period begins on the day you, or a person designated by you who is not the carrier, receive the goods.

Where several goods ordered in a single order are delivered separately, the period begins when the last goods are received. Where goods are delivered in several instalments or pieces, it begins when the last instalment or piece is received.

Exercising your right of withdrawal

Inform us of your decision to withdraw by an unequivocal statement, for example by email or letter:

Northwood KLG
Irchelstrasse 53
8427 Rorbas
Switzerland
info@northwood.ch

You may use the form in section 7, but this is not compulsory. Our prior approval is not required.

To meet the deadline, it is sufficient to send your withdrawal statement before the withdrawal period expires.

Returning the goods

Send the goods back to the address above, or hand them over to us, without undue delay and no later than 14 calendar days after communicating your withdrawal. The deadline is met if you send the goods before that period expires.

You bear the direct cost of returning the goods.

Refunds

Following a valid withdrawal, we will reimburse all payments received, including the cost of the least expensive standard delivery option we offered. Additional costs for a more expensive delivery method you expressly selected will not be reimbursed.

We will issue the refund without undue delay and no later than 14 calendar days after receiving your withdrawal statement. We will use the same payment method used for the original transaction unless expressly agreed otherwise. We will not charge any refund fees.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of returning them, whichever occurs first. This does not apply if we have offered to collect the goods ourselves.

Inspection and diminished value

You may inspect the goods as necessary to establish their nature, characteristics and functioning.

You are liable for diminished value only where it results from handling beyond what is necessary for that inspection and the statutory requirements for such a claim are met.

Missing original packaging does not automatically exclude the statutory right of withdrawal. Where possible, please use the original packaging or other suitable protective packaging.

5. Exceptions to the statutory right of withdrawal

Where the statutory conditions are met, the right of withdrawal does not apply, in particular, to:

  • goods made to customer specifications or clearly personalised;

  • goods liable to deteriorate or expire rapidly;

  • sealed goods unsuitable for return for health protection or hygiene reasons, where their seal has been removed after delivery;

  • goods that, after delivery, have become inseparably mixed with other items due to their nature.

Cosmetics, food, herbs, teas and hygiene products are not excluded from statutory withdrawal solely because of their product category. The deciding factor is whether a statutory exception actually applies.

The exclusion of gift cards and gift vouchers in section 2 does not automatically apply to a statutory right of withdrawal either.

6. Defective or incorrectly supplied goods

For damaged, defective or incorrectly supplied goods, please contact info@northwood.ch. Where possible, provide your order number and a description of the problem. Photographs may help us process your request.

We will review your report and agree on the next steps with you. Where possible, please return such goods only after we have agreed on the next steps.

Your statutory warranty and other rights concerning defects remain unaffected. The conditions, exclusions and cost provisions of the voluntary right of return do not restrict those rights. Prior contact is not an additional condition for the existence of your statutory claims.

7. Model withdrawal form

If you wish to withdraw from the contract, you may complete this form and send it to us. Use of the form is voluntary.

To:
Northwood KLG
Irchelstrasse 53
8427 Rorbas
Switzerland
info@northwood.ch

I / We () hereby give notice that I / we () withdraw from my / our (*) contract for the purchase of the following goods:

Ordered on () / received on ():

Order number, if available:

Name of consumer(s):

Address of consumer(s):

Date:

Signature of consumer(s)
(only if this form is submitted on paper):

(*) Delete as appropriate.

8. Language and supplementary provisions

In the event of discrepancies between language versions, the German version shall prevail, unless mandatory statutory provisions require otherwise.

Our General Terms and Conditions also apply. Mandatory statutory rights take precedence over conflicting voluntary return conditions.

Information about the processing of personal data is available in our privacy policy.

Contact and return address

Northwood KLG
Irchelstrasse 53
8427 Rorbas
Switzerland

info@northwood.ch