Refund and Exchanges

Swiss Diversitas Group (Pty) Ltd

Last Updated: April 27, 2025

1. Introduction

At Swiss Diversitas, we take pride in the quality of our premium kitchenware products. We understand that sometimes a return or refund may be necessary, and we have created this policy to ensure a clear and fair process for all our customers.

This Refund Policy applies to all purchases made through our website www.swissdiversitas.com or at our physical store located at 1C Lower Level Blubird Shopping Centre, 1 Park Rd, Birnam, Johannesburg, 2196.

2. Returns Period

You may return most new, unopened items within 30 days of delivery for a full refund. For opened items or items with damaged packaging, we may apply a restocking fee depending on the condition of the product.

Returns initiated after 30 days may be accepted at our discretion and may be eligible for store credit rather than a refund.

3. Return Process

To initiate a return, please follow these steps:

Contact our customer service team at info@swissdiversitas.com
Provide your order number, the items you wish to return, and the reason for return
Our team will provide you with a Return Merchandise Authorization (RMA) number
Package the item(s) securely with all original packaging, accessories, and documentation
Include your RMA number clearly visible on the outside of the package
Ship the package to:

Swiss Diversitas Returns
1C Lower Level Blubird Shopping Centre
1 Park Rd, Birnam
Johannesburg, 2196
South Africa

4. Refund Conditions

4.1 For Change of Mind Returns

If you are returning an item because you have changed your mind, the following conditions apply:

The item must be in its original, unopened packaging
All parts, accessories, and documentation must be included
The item must be unused and in resalable condition
You are responsible for return shipping costs
A 10% restocking fee may apply for opened but unused items

4.2 For Defective or Incorrect Items

If you are returning an item because it is defective or we sent the wrong item, the following conditions apply:

Please notify us within 7 days of receiving the item
Photographic or video evidence of the defect must be provided
All parts, accessories, and documentation must be included
We will cover the cost of return shipping for defective or incorrectly shipped items
Factory faults must be approved by the supplier for a full refund to be processed

5. Factory Fault Refunds

For claims related to factory faults:

Clear photographic or video evidence must be submitted showing the defect
All warranty information and original proof of purchase must be provided
Our team will submit the evidence to the supplier/manufacturer for assessment
Full repayment is contingent upon supplier approval of the factory fault claim
The approval process typically takes 10-15 business days

Please note that normal wear and tear, improper use, or damage caused by the customer will not qualify as factory faults.

6. Refund Processing

6.1 Refund Method

Refunds will be processed to the original payment method used for the purchase:

Credit/debit card refunds typically take 5-10 business days to appear on your statement
EFT refunds typically take 3-5 business days to process
Store credit is issued immediately and valid for 12 months from date of issue

6.2 Refund Timeframe

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days. For factory fault claims requiring supplier approval, this process may take longer (typically 15-20 business days).

7. Non-Returnable Items

The following items cannot be returned:

Personalized or custom-made products
Gift cards
Downloadable products
Clearance items marked as “Final Sale”
Items that have been used, installed, or show signs of wear
Perishable goods

8. Damaged Items During Return Shipping

We recommend that you use a trackable shipping service and purchase shipping insurance when returning items. We cannot be responsible for items damaged or lost during return shipping.

9. Exchanges

If you need to exchange an item for a different one, please return the original item following our return process and place a new order for the desired item. This ensures faster processing of your exchange.

10. Consumer Protection Act

This Refund Policy complies with the Consumer Protection Act 68 of 2008. Nothing in this policy aims to limit your rights under South African consumer protection laws.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. You are responsible for regularly reviewing this Refund Policy to stay informed of updates.

12. Contact Us

If you have any questions about our Refund Policy, please contact us:

Swiss Diversitas Group (Pty) Ltd
1C Lower Level Blubird Shopping Centre
1 Park Rd, Birnam
Johannesburg, 2196
South Africa

Email: info@swissdiversitas.com