Refund policy

• a) Changing your mind
  If, for any reason, you are not satisfied with your purchase, you may withdraw from the contract within 30 days of receiving the goods and obtain a refund of the product price, subject to the conditions below. Original delivery costs, express delivery charges, customs duties, import taxes, clearance charges and return shipping costs are not refundable, except where reimbursement is required by applicable mandatory consumer protection law. 
  
  This 30-day period begins the day after delivery, as confirmed by the courier.
  
  For purchases of devices, which include a subscription to AphyOS, you may also cancel your subscription to AphyOS here if you return the device.
  

• Self-service withdrawal requests for EU customers: In accordance with applicable European Union consumer protection legislation, customers residing in the European Union may exercise their statutory right of withdrawal through our self-service customer portal.

  To submit a withdrawal, cancellation or return request, please access your customer account using the email address associated with your order: https://www.punkt.ch/account

  After entering your email address, you will receive a secure login code that allows you to access your orders and submit eligible cancellation, withdrawal or return requests directly online.

  Withdrawal requests submitted through the customer portal are processed in accordance with applicable EU consumer protection legislation and the terms of this Refund Policy.

  To exercise your right of withdrawal, you must follow the return procedure described in Section 10 below. In particular, it is essential that you contact Punkt. before sending anything back, so we can i) authorise the return, ii) provide the appropriate return address, and iii) minimise unnecessary customs duties. Returns sent without authorisation often generate additional shipping or customs charges, which you agree to reimburse if incurred.

  Once a return is authorised, the goods must reach the address provided by Punkt. within 14 working days of the authorisation date.

• Refund timing: Refunds will be issued within 14 days of receiving the returned product or satisfactory proof of dispatch, whichever occurs first. All returned goods are inspected upon receipt to verify condition and completeness; This inspection may take up to 7 days, and refunds are processed immediately after inspection is completed, always within the statutory 14-day period.

• Refund method: Refunds are made to the same payment method used for the original purchase, unless you expressly agree otherwise. This is required both by our payment providers and by applicable anti–money laundering legislation. If the original method is no longer valid (for example, if your card has expired), the refund will still be processed through that channel. In most cases, your bank or card issuer will automatically route the funds to your current account; otherwise, you may need to contact them directly to complete the refund.

• Klarna Payments: If you choose Klarna at checkout, your payment obligations are governed by Klarna’s own terms and conditions, regardless of any ongoing return requests. Failure to meet those obligations may result in interests, reminder fees or other charges applied directly by Klarna. Punkt. has no responsibility for such charges.  For details, please refer to Klarna’s Terms and Conditions and Klarna’s Privacy Policy.

• Condition of goods: Your right of withdrawal is designed to allow you to examine the goods as you would in a physical shop. Accordingly:
  

• Goods (new or refurbished) must be returned complete with all accessories, documentation, instructions and packaging. Security seals, protective films, tags and labels must remain unless their removal was strictly necessary to inspect the goods.

• Branded packaging must be returned in good condition. Normal opening is permitted, but packaging must not be defaced or damaged beyond what is necessary to open it. Please do not write or attach labels directly to branded packaging.

• Goods must be packed securely in strong outer packaging (ideally the original shipping carton).
  Returns that arrive damaged due to inadequate packaging may result in deductions from your refund.

• Withdrawal applies only to complete products; partial returns of a single product are not accepted.

• If the product is returned incomplete, damaged, or in a condition that goes beyond what is necessary to establish its nature, characteristics, and functioning, Punkt. may reduce the refund to reflect any diminished value.

• Any request to withdraw from the Contract received more than 30 days after the day you received the goods will be rejected and will not qualify for a refund.

b) Products discovered to be defective on arrival

If your product appears to be defective on arrival, please contact our Customer Service department via the Support section of our website or writing an email to support@punkt.ch. In some cases, the issue can be resolved remotely.

If the defect cannot be remedied, you may return the product within 30 days of receipt, and choose either a replacement or a full refund, subject to inspection and confirmation of the defect by Punkt.

If the product is confirmed by Punkt. to be defective, not as described, or incorrectly supplied, Punkt. will refund the product price and the original standard delivery cost, or provide a repair or replacement where applicable. 

Customs duties, import taxes and clearance charges are not refundable by Punkt., except where reimbursement is required by applicable mandatory consumer protection law.

Returns must be authorised in advance and shipped with appropriate packaging.

Punkt. may inspect returned goods to confirm that the defect was not caused after delivery, and undertake to do this promptly.

If a product is returned as allegedly defective but no defect or non-conformity is confirmed, the return may be treated as a change-of-mind return under Section 7(a), including the related deductions for delivery costs, return shipping costs, customs duties, import taxes and clearance charges where permitted by law.

These rights apply in addition to your statutory warranty rights and the warranty terms in Section 9 below, which applies once the products have been in your possession for more than 30 days.

c) Software, firmware, digital content and digital services

For products that include software, firmware, digital content or digital services, a defect or non-conformity may relate to the software or service even where the hardware is functioning correctly.

Where a reported issue concerns software, firmware, digital content or digital services supplied with or for the product, Punkt. may first seek to remedy the issue by remote support, configuration guidance, software update, patch, workaround, service restoration, repair or replacement, as appropriate.

A refund will only be available where the issue is confirmed by Punkt. as a material non-conformity and cannot be remedied within a reasonable time or without significant inconvenience to the Customer, unless applicable mandatory consumer protection law provides otherwise.

A preference-based complaint regarding the design, user interface, app availability, ecosystem limitations or operating model of AphyOS or related services will not be treated as a defect or non-conformity where the relevant characteristics were accurately described before purchase and the product operates substantially as described. In such cases, any return will be treated as a change-of-mind return under Section 7(a).

Punkt. is not responsible for the availability, compatibility, performance or continued operation of third-party applications, services or content, unless expressly promised by Punkt. as part of the product description. Issues caused by third-party services, user configuration, network conditions, account settings, unsupported applications or unauthorised modifications do not constitute a product defect.

d) Orders cancelled before dispatch
If an order is cancelled before the product has been dispatched, including where the product is unavailable or sold out, Punkt. will issue a full refund of all amounts paid for that order, including delivery charges and import duties.