Returns and Refunds

1Our 30-day return guarantee

You can return products within 30 days of receipt without giving a reason. We grant this guarantee voluntarily. It goes beyond what Swiss law requires. It does not replace your statutory rights in the event of defects or the statutory right of withdrawal you have if you live in Germany or Austria (section 10).

The period begins on the day on which you or a person named by you took receipt of the goods. What counts for meeting the deadline is the time you notify us of the return, not the time the parcel arrives with us.

2What we take back

Products in their original condition, unopened and with the seal intact.

We cannot take back food supplements whose seal has been opened. The reason is health protection. Once opened, a product can no longer be checked for integrity and may not be placed on the market again. This also applies if the product appears untouched from the outside.

Damaged or used items are also excluded, unless the damage already existed on delivery. Section 10 applies to the statutory right of withdrawal.

3How to return

Notify us of the return before sending anything. We will give you the correct return address and guide you through the process.

Include a note with your order number or a copy of the invoice in the parcel and make sure the sender details are clearly legible. Without this information we cannot assign the shipment, and processing will be delayed.

4Return costs

You bear the cost of the return.

Do not send unstamped parcels. Shipping providers charge significantly higher fees for these, which we have to pass on to you.

5Refund

Once received, we check the return. If it meets the requirements, we refund the purchase price within 14 days using the payment method you paid with.

We do not refund the shipping costs of your original order for a voluntary return. In the case of a statutory withdrawal (section 10), we also refund the cost of standard delivery.

If the return does not meet the requirements, we will contact you before making any decision. You can then have the goods returned to you at your own expense.

6Subscription deliveries

We treat each delivery from a subscription like a separate order. The 30-day guarantee applies to each one from receipt of that delivery, under the same conditions.

A return does not end the subscription. The subscription comprises at least two deliveries; after that you can cancel it at any time in your account. You can pause at any time. A cancellation applies to all deliveries not yet shipped. If a delivery is already on its way, it will still go through and is covered by the return guarantee.

7Sets and bundles

We take back a set complete and unopened. We then refund the set price paid.

If you return only part of it, the set discount no longer applies to the remaining part. We refund the difference between the set price paid and the regular single price of the products you keep. If the set contains a product that has already been opened, the set can no longer be returned.

8Pre-orders

You can cancel a pre-order at any time and free of charge until it ships. Just get in touch with us and we will refund the full amount.

Once you have received the goods, the 30-day return guarantee applies as with any other order.

9Damaged, incorrect or defective delivery

If your delivery is damaged, incomplete or incorrect, contact us immediately after receipt, with photos of the goods and the packaging.

In these cases you bear no costs. We replace the goods or refund the purchase price, as you choose. Your statutory warranty rights remain unaffected.

10Statutory right of withdrawal

Swiss law does not provide a right of withdrawal for online orders. For deliveries to Switzerland, the voluntary guarantee under section 1 therefore applies.

If you are a consumer and live in Germany or Austria, you also have the following statutory right of withdrawal. You can also declare your withdrawal via the button “Withdraw from contract” at the bottom of every page.

Cancellation policy

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. For multiple goods in one order delivered separately, the period begins on receipt of the last item. For a subscription, it begins on receipt of the first delivery.

To exercise the right of withdrawal, you must inform us (Tortuga Vitalis AG, Grienbachstrasse 17, 6300 Zug, Switzerland, email: shop@tortuga-sense.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. an email or a letter sent by post). You may use the withdrawal function “Withdraw from contract” on our website or the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to Tortuga Vitalis AG, Grienbachstrasse 17, 6300 Zug, Schweiz without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery.