Refund and return policy

Last Updated: March 16, 2026

At Prime Care, we strive to ensure a seamless shopping experience. This policy is governed by the laws of Switzerland and complies with international consumer protection standards for the European Union, the United Kingdom, and the United States. Prime Care operated by Prime Care AG.

1. Right of Withdrawal (EU/EEA & UK Customers)

Pursuant to the EU Consumer Rights Directive (2011/83/EU)¹ and the UK Consumer Contracts Regulations (2013)², customers residing in these regions have the right to cancel their purchase within 14 calendar days from the day of delivery without providing a reason.
Notification: You must inform us via [sales@primecare.swiss] within this 14-day window.
Return Period: Goods must be shipped back within 14 days of your cancellation notice.
Refund: We will refund all payments received, including standard delivery costs (except for supplementary costs arising from choosing a premium delivery method).

2. General Returns (Switzerland & Rest of World)

For customers outside the EU/UK, including Switzerland, returns are governed by the Swiss Code of Obligations (Art. 184 et seq. OR)³. While Swiss law does not mandate a statutory "cooling-off" period for e-commerce, Prime Care voluntarily offers a 14-day return window for unopened and sealed products to ensure global customer satisfaction.

3. Statutory Exceptions (Non-Returnable Items)

In accordance with Art. 16(e) of Directive 2011/83/EU and similar global health regulations, the right of withdrawal does not apply to:
Sealed Goods: Items such as cosmetics, supplements, and health products where the seal was broken after delivery (due to health protection and hygiene reasons).
Perishables: Goods liable to deteriorate or expire rapidly.
Customized Goods: Items made to customer specifications.

4. International Shipping & Customs Compliance

Prime Care complies with the ICC Incoterms® for international trade.
Import Responsibilities: Per US Customs and Border Protection (CBP)⁴ and EU Customs regulations, the "Importer of Record" (the Customer) is responsible for all import duties, taxes, and local clearances.
Customs Seizures: If a product is seized or destroyed by local authorities due to country-specific restrictions, Prime Care is not liable for a refund.
Refused Delivery: If a package is returned due to refusal to pay customs duties, the refund will be processed minus original shipping, return logistics costs, and a 15% administrative fee.

5. Defective or Non-Conforming Goods

If a product is defective, customers are protected by:
EU/UK: The 2-year legal guarantee under Directive (EU) 2019/771⁵.
USA: The Magnuson-Moss Warranty Act⁶.
Switzerland: Guarantee against defects under Art. 197 OR. Please report defects within 48 hours of receipt with photographic evidence.

6. Refund Process

Refunds are issued via the original payment method within 10-14 business days after the returned items are inspected at our Swiss facility. Under FTC "Mail or Telephone Order Merchandise Rule" (16 CFR Part 435)⁷ in the US, we commit to timely processing of all credits.

Our Location

Our operations are headquartered in Rümlang, Zurich—a strategic hub for fast Swiss logistics and international distribution.
Business Address:
Prime Care AG
Huebacher 36
CH-8153 Rümlang
Switzerland

Legal References & Footnotes (Legal Basis)

EU Directive 2011/83/EU: Directive on Consumer Rights – Standardizes 14-day withdrawal rights across the EU.
UK Consumer Contracts Regulations 2013: Legislation.gov.uk – Implements withdrawal rights in the United Kingdom.
Swiss Code of Obligations (OR): SR 220 Art. 184 – Regulates contracts for sale and liability for defects in Switzerland.
US CBP Regulations: 19 CFR – Defines the buyer as the importer responsible for duties.
Directive (EU) 2019/771: Sale of Goods Directive – Rules on consumer guarantees for defective products.
Magnuson-Moss Warranty Act (US): 15 U.S.C. § 2301 – Federal law governing warranties on consumer products.
FTC 16 CFR Part 435: Mail Order Rule – US federal regulation on shipping and refund obligations.