1. Introduction
These terms and conditions (“Terms”, “Agreement”) are an agreement between Website Operator (“Swiss Food”, “us”, “we” or “our”) and you (“User”, “you” or “your”). This Agreement sets forth the general terms and conditions of your use of the swissfood.store website and any of its products or services (collectively, “Website” or “Services”).
Swiss Food is a sole proprietorship with its registered office in Switzerland, officially registered with the Commercial Register CHE-445.834.972.
2. Acceptance of these terms
You acknowledge that you have read this Agreement and agree to all its terms and conditions. By using the Website or its Services you agree to be bound by this Agreement. If you do not agree to abide by the terms of this Agreement, you are not authorized to use or access the Website and its Services.
3. Accounts and membership
If you create an account on the Website, you are responsible for maintaining the security of your account and you are fully responsible for all activities that occur under the account and any other actions taken in connection with it. We may, but have no obligation to, monitor and review new accounts before you may sign in and use our Services. Providing false contact information of any kind may result in the termination of your account. You must immediately notify us of any unauthorized uses of your account or any other breaches of security. We will not be liable for any acts or omissions by you, including any damages of any kind incurred as a result of such acts or omissions.
Memberships are only permitted to adults of legal age under the laws of the country of residence.
4. Privacy Policy
We respect your privacy and are committed to protecting your personal information. Please refer to our Privacy Policy to understand how we collect, use, and protect your information. By using our website, you agree to the practices described in our Privacy Policy.
5. User content
We do not own any data, information or material (“Content”) that you submit on the Website in the course of using the Service. You shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and intellectual property ownership or right to use of all submitted Content. We may monitor and review Content on the Website submitted or created using our Services by you. Unless specifically permitted by you, your use of the Website does not grant us the license to use, reproduce, adapt, modify, publish or distribute the Content created by you. But you grant us permission to access, copy, distribute, store, transmit, reformat, display and perform the Content of your user account solely as required for the purpose of providing the Services to you. Without limiting any of those representations or warranties, we have the right, though not the obligation, to, in our own sole discretion, refuse or remove any Content that, in our reasonable opinion, violates any of our policies or is in any way harmful or objectionable.
6. Services
Swiss Food displays a catalog of purchasable products on its website.
Swiss Food is in the business of reselling packaged foods produced in Switzerland and setting up shipping to private customers. Swiss Food does not produce or manufacture any type of food.
7. Product Description Accuracy
We describe every product as accurately as we can, using the data supplied by the manufacturer. Producers occasionally change packaging, formats or recipes without notice, so the item you receive may differ slightly in appearance from the photo shown. If a product differs materially from its description, our Delivered or Refunded guarantee applies and you are entitled to a replacement or a full refund.
8. Import Duties and Customs Fees
All purchases made from outside Switzerland may be subject to duties, customs fees, and/or taxes determined by the authorities in the destination country.
8.1 DAP (“Delivered At Place”) – Customs Duties, VAT and Other Charges
Unless otherwise specified (e.g., shipments offered as DDP), all international shipments made by Swiss Food follow the DAP (“Delivered At Place”) incoterm.
This means that any customs duties, clearance fees, or value-added tax (VAT) applied in the destination country are entirely the responsibility of the customer (importer).
These charges are determined by the local customs authorities and are beyond the control of Swiss Food, both in terms of the amount and the timing of billing.
Exceptions where duties are prepaid by Swiss Food: for orders shipped to the European Union with a goods value up to €150, VAT and duties are collected at checkout under the IOSS scheme; for orders shipped to the United States via USPS, the 15% import duty is included in the price and paid by Swiss Food. In both cases there is nothing further to pay on delivery.
8.2 Refusal of Goods
In case of package refusal, failure to collect, or failure to pay import duties or taxes causing the package to be returned, all associated costs including return shipping and customs charges will be deducted from any possible refund, or entirely borne by the customer where applicable.
9. Purchases
9.1 Payments
Payment must be made in advance and for the full amount due (shipping + goods) through the payment systems displayed on the site (Paypal, Stripe or similar). We do not accept other forms of payment other than those available on the site.
9.2 Currencies
The reference and base currency is the Swiss franc (CHF).
Payments can be made in other currencies on our website and other sales channels. During purchase if you select a currency other than the base currency, an exchange rate is made based on third-party services at the time of purchase.
9.3 Order cancellation and purchase errors
You may cancel an order at any time before it is dispatched by contacting us through the contact form. A cancellation fee of 15% of the order total is withheld to cover the payment processing fees charged by our third-party providers, which are not returned to us when a payment is refunded.
Once an order has been dispatched it can no longer be cancelled; from that point our returns and refunds policy in section 10 applies.
9.4 Product Availability
We strive to keep our online inventory updated to reflect the availability of products. However, under exceptional circumstances, there may be a discrepancy between the product availability shown on the website and the actual availability in our warehouse. If an ordered product is not available due to logistical reasons, we commit to one of the following actions:
a. Replacement with an equivalent product: We are glad to replace the unavailable product with a comparable alternative that has similar features and comparable value. Before proceeding with the replacement, we will contact you to provide detailed information about the proposed replacement product and to get your approval.
b. Refund: If replacement with an equivalent product is not acceptable to you, we will perform a full refund of the amount paid for the unavailable product. The refund will be processed using the original payment method within a reasonable timeframe.
10. Returns and Refunds — Delivered or Refunded
Every parcel we ship is tracked and insured. If your order does not reach you, or reaches you in poor condition, you are covered by our Delivered or Refunded guarantee: a full refund or a free replacement, at your choice. The sections below set out how this works in practice.
10.1 Return eligibility
Returns are only accepted for items that are:
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Defective or damaged upon delivery
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Expired upon receipt
Swiss Food does not accept returns for non-defective items or for reasons related to customer preferences, including but not limited to taste, expectations, or ordering errors outside the 24-hour window after purchase.
10.2 Return window
Customers must notify Swiss Food of the issue within 14 calendar days from the delivery date. Requests made after this period will not be accepted.
10.3 Product condition
Returned products must be in their original packaging, unopened, and unused (except as needed to verify the defect or damage).
10.4 Return method
Because we ship food products, we do not ask you to send anything back. Clear photographs of the product and of its packaging are sufficient for us to process a claim. In the rare cases where a physical return is genuinely necessary, we will arrange and pay for it ourselves. You will never be asked to pay return shipping for a fault of ours.
10.5 Refund process
Once your claim is approved, Swiss Food issues the refund within 3 business days using the original payment method.
Shipping costs are refunded in full whenever the fault is ours — a lost parcel, a parcel damaged in transit, a wrong item, or an expired product. For returns arising from a customer’s own decision or error, only the value of the goods is refunded.
Lost shipments. If a tracked parcel has not reached you within 45 working days from the dispatch date, or the tracking shows a delivery problem, contact us and we will refund your order in full or ship it again free of charge, at your choice. We open and handle the claim with the carrier ourselves; you are not required to do so, and your refund does not depend on the outcome of that claim.
Refunds are not granted:
- if the delivery address provided was incomplete or incorrect;
- if the package was refused, or not collected from the pickup point within the carrier’s deadline;
- if import duties in countries where they are not prepaid by us were left unpaid, causing the parcel to be returned;
- if the item was shipped correctly and no defect or damage is found.
10.6 Exchanges
Exchanges are not offered by default but may be considered for verified defective items.
10.7 Abuse prevention
Swiss Food reserves the right to deny refunds or future service to customers who abuse the return policy, including multiple unsupported claims or chargebacks without justification.
10.8 Restocking fees
No restocking fees are applied.
11. Limitations of Liability
Swiss Food shall not be liable for any allergic reactions or health issues resulting from the consumption of products. Customers are responsible for reading the ingredient lists and allergen information before purchasing.
12. Shipping and Delivery Terms
Delivery times shown at checkout are estimates and are not guaranteed. We remain responsible for your parcel until it reaches you: if a shipment is lost or damaged in transit, the Delivered or Refunded guarantee in section 10 applies.
We cannot be held responsible for delays or failed deliveries caused by customs inspections, import duties left unpaid in countries where they are not prepaid by us, an incorrect or incomplete delivery address provided by the customer, or refusal of the goods by the customer.
12.1 Shipment preparation time
Orders are prepared and dispatched within 2-3 business days. For items on backorder, allow up to an additional 10 days for procurement. ‘Business days’ are defined as weekdays from Monday to Friday, excluding Swiss public holidays.
It is highlighted that the parcel preparation time does not include shipping times. Therefore, to calculate the total expected delivery time of the order, the user will have to consider both the parcel preparation time and the estimated shipping time.
13. Data Management
We take appropriate measures to secure and backup data related to the use of our Website and Services. In the event of hardware failure or data loss, we will endeavor to restore backups to minimize impact and downtime.
14. Links to other websites
Although this Website may link to other websites, we are not, directly or indirectly, implying any approval, association, sponsorship, endorsement, or affiliation with any linked website, unless specifically stated herein. We are not responsible for examining or evaluating, and we do not warrant the offerings of, any businesses or individuals or the content of their websites. We do not assume any responsibility or liability for the actions, products, services, and content of any other third-parties. You should carefully review the legal statements and other conditions of use of any website which you access through a link from this Website. Your linking to any other off-site websites is at your own risk.
15. Changes and amendments
We reserve the right to modify this Agreement or its policies relating to the Website or Services at any time, effective upon posting of an updated version of this Agreement on the Website. When we do, we will revise the updated date at the bottom of this page. Continued use of the Website after any such changes shall constitute your consent to such changes.
16. Limitation of Liability
To the maximum extent permitted by law, Swiss Food shall not be liable for any indirect, incidental, special, punitive, or consequential damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, resulting from (i) your access to or use of or inability to access or use the service; (ii) any conduct or content of any third party on the service; (iii) any content obtained from the service; and (iv) unauthorized access, use or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence) or any other legal theory, whether or not we have been informed of the possibility of such damage, and even if a remedy set forth herein is found to have failed of its essential purpose.
17. Responsibilities
Swiss Food is responsible for the products until they are delivered to the customer. Loss or damage occurring in transit is covered by the Delivered or Refunded guarantee set out in section 10.
The customer remains the importer of record and is responsible for any customs duties, clearance fees or taxes in the destination country, except where these are prepaid by Swiss Food (EU orders up to €150 under IOSS, and USPS shipments to the United States). The customer is also responsible for checking that the products ordered may legally be imported into their country.
18. Contacting us
If you would like to contact us to understand more about this Agreement or wish to contact us concerning any matter relating to it, you may do so via the contact form.
19. Competent legal forum
All disputes in connection with these conditions are subject to the exclusive jurisdiction of the ordinary courts of Biasca, district of Riviera, Switzerland (CH).
(Lugano Convention, CLug; SR 0.275.12)