Shipping policy

Shipping Times and Costs

Products are shipped via Swiss Post, with shipment tracking available. Shipping costs are borne by the customer for orders below CHF 60.00; shipping is free for orders of CHF 60.00 or more.

Orders are normally dispatched on business days within 1–5 working days from the order confirmation, except in the event of delays due to public holidays or force majeure. Products that are not in stock cannot be ordered. If, due to a system or inventory error, an order is accepted for an unavailable product, Tenaci SA will promptly inform the customer. In this case, the customer may choose to cancel the order for the affected items and receive a full refund of the corresponding amount.

For items that are normally available but temporarily out of stock or subject to longer procurement times, the order may be shipped in multiple deliveries, at no additional cost to the customer. The maximum delivery period is 30 working days. If delivery exceeds this period, the customer may cancel the order for items that have not yet been shipped and receive a refund of the corresponding amount.

If delivery is made to an address other than the customer's own address, the customer is fully responsible for providing the correct delivery details. Tenaci SA is responsible for the correct delivery of the goods until they are handed over to Swiss Post. Upon handover to Swiss Post, the benefits and risks pass to the customer.

Inspection Upon Delivery

Upon receiving the products, the customer is required to check that:

  • the number of packages delivered corresponds to the number indicated on the shipping document;
  • the packaging is intact, undamaged, and has not been tampered with, including the sealing materials.

Any damage to the packaging or discrepancies must be reported immediately to Swiss Post and also communicated to Tenaci SA. In the event of transport damage or non-delivery of goods that have been properly shipped, the customer must contact Swiss Post directly and promptly report the incident to Tenaci SA as well.

Returns and Complaints

Goods ordered through the online store may be returned, in their original, unopened and undamaged packaging, only in the following cases:

  • If the goods are visibly defective, the complaint must be sent to info@tenaci.ch, together with photographs clearly showing the defect, within 7 days of receipt.
  • For defects that are not immediately apparent, the complaint must be submitted immediately after the defect is discovered.

If Tenaci SA confirms the existence of the defect, the customer may return the goods and receive either a replacement delivery or a refund of the corresponding amount. Returns are not accepted for goods that are no longer in their original packaging or whose packaging has been opened.

Tenaci SA will cover the return shipping costs only in the following cases:

  • the customer received an item different from the one ordered;
  • the customer received a defective item.

Refunds will be issued using the same payment method used for the order, up to the amount of the purchase price.

Warranty and Liability

Except where otherwise provided by mandatory applicable law—including liability for defective products, intent, or gross negligence—Tenaci SA excludes any further liability, including liability relating to its auxiliary personnel, in connection with the sales contract.