Return Policy

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit or an exchange. Please see below for more information on our return policy.

RETURNS

You have the right to cancel your order with us according to art.40a and seq. CO (Swiss Code of Obligations), provided you give us a written notice within 7 days of receipt of the order confirmation. Notice of contract cancellation must be given in writing to J9 SA [Alfred Cortot 8 1260 Nyon, Switzerland], or by email to customercare@trend-on-line.com.

All returns must be postmarked within 7 days of receipt of the order confirmation. All returned items must be in new and unused condition, with all original tags and labels attached and from their original delivery country.

RETURN PROCESS

You can return the full order to us at our own cost. To return an item, place the item securely in its original packaging and use the return slip enclosed with your shipment (ask for our subscription number), and mail your return to the following address:

J9 SA
Alfred Cortot 8
1260 Nyon
Switzerland

Please ensure that the returned item(s) are well protected and securely packaged before shipping it. Do not hesitate to add crumpled paper to wedge it. Fill the return form explaining the reasons of your return and insert it in the package before closing it.

SHIPPING WITHIN SWITZERLAND

If your shipping address is in Switzerland, you would have received in your order a Postal returning sticker which contains our address and all the information required to directly return the package.

Please write your address into the expeditor’s section and stick the sticker on the return package (you may reuse the original package, but do not forget to remove the original label with your own address). The last step is to simply drop the package off at the Post office. The return is at our own costs, you do not have to pay any additional fees.

WORLDWIDE SHIPPING

If you are located anywhere else in the world, please contact directly DHL and simply book your free collection, by either calling +44 (0) 844 248 0844 or visiting their website www.dhl.com and selecting your country.

Do not forget to fill in DHL’s form that was included in your order package. The expeditor’s address is required as well.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 10 business days from the receipt of your item to process your return.

All correctly returned products will be refunded as either a store credit or the original purchaser’s credit card. The refund excludes all shipping costs, international custom duties, and sales taxes. Please note that card refunds may take up to 10 business days for your bank to process and complete the transaction. This can vary greatly between card issuers and unfortunately this is not under our control.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for any damages caused to the items until we receive them at our warehouse. In case of dispute, we also recommend you retain a proof of sending of the package. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.

IMPORTANT INFORMATION

All items are quality controlled and checked for any defects before they are dispatched to customers. Should you receive an item that is not in a perfect condition please contact us immediately by sending us an email at customercare@trend-on-line.com and follow the steps detailed at the RETURN PROCESS section above.

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. Goods are faulty if they are received damaged or where a manufacturing fault occurs. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can replace it for the same or another product, subject to availability. If the same or the other contemplated product is not available, you are entitled to a full refund.

Please note, you may also use your right to cancel the order under Swiss law if you give us formal written notice of cancellation within 7 working days of receiving the order confirmation, by email or post. Faulty goods must be returned within the same deadline.

As an alternative to using your rights of cancellation according to art.40a and seq. CO, you may prefer to exchange items using our exchanges collection service. You must request your Returns Merchandise Authorisation (RMA) number within 7 days of order receipt and return your unwanted items within 14 days of receiving your RMA number, for an exchange for another product. This is based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase a new item separately.

All products with the mention “special price”, “sale”, “discount”, “promotion”, “reduced price”, “special offer” cannot be returned or exchanged. Please note that no return or exchange can be made for all products with similar mentions. This means that it is not only limited to products specifically labelled and mentioned as above.

Items such as perfumes, fragrances, diffusers, room sprays, essential oils, candles, cosmetics, skin care, hair care, soaps, make up cannot be exchanged nor returned. This list is not exhaustive.

GIFT RETURNS

If you have received an item as a gift and need to return or exchange it, please contact our customer care services. The contact details are found below.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: customercare@trend-on-line.com

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