Refund policy
At Theralpine, we want you to get the most out of your cold therapy experience, starting with the right product and setup. If something is not quite right, our first priority is to help. Whether you need technical support, installation advice, or something does not meet your expectations, we are here to assist. If a return is the best solution, we will guide you through the process clearly and smoothly.
Orders delivered to Switzerland or Liechtenstein are sold by Theralpine AG, Wolleraustrasse 41a, 8807 Freienbach, Switzerland. Orders delivered to all other countries are sold by THERALPINE LLP, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. Your returns are handled by the company you bought from.
Damaged or defective deliveries
We recommend inspecting the product carefully upon delivery. If your product arrives damaged or defective, please notify us within 48 hours at hello@theralpine.com with photographs and a description of the issue, so we can resolve it quickly by replacement, repair, or return. Your statutory warranty rights remain unaffected.
Withdrawal instructions for consumers in the European Economic Area (EU, Iceland, Liechtenstein, Norway) and the United Kingdom
Your contracting party and the addressee of your withdrawal is, for deliveries to Liechtenstein, Theralpine AG, Wolleraustrasse 41a, 8807 Freienbach, Switzerland, phone +41 44 244 90 06, e-mail hello@theralpine.com, and in all other cases THERALPINE LLP, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, phone +41 44 244 90 06, e-mail hello@theralpine.com (below "we").
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 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 last good.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.
You can also exercise your right of withdrawal online at theralpine.com/withdrawal. If you use this online function, we will send you an acknowledgement of receipt on a durable medium (e.g. by e-mail) without delay, including information on the content of your withdrawal declaration and the date and time of its receipt.
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 14 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 us without undue delay and in any event not later than 14 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 14 days has expired.
You will have to bear the direct cost of returning the goods. The cost for goods which by their nature cannot normally be returned by post (Rhone and chillers) is estimated at a maximum of approximately 250 EUR, or approximately CHF 250 for deliveries to Liechtenstein.
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.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To THERALPINE LLP, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, hello@theralpine.com
(for deliveries to Liechtenstein: to Theralpine AG, Wolleraustrasse 41a, 8807 Freienbach, Switzerland, hello@theralpine.com):
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): ______
Ordered on (*)/received on (*): ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature of consumer(s) (only if this form is notified on paper): ______
Date: ______
(*) Delete as appropriate.
Notes on returning goods
You may examine the goods as you could in a shop, including setting them up, filling them and running a short functional test. Whether any handling beyond that, for example regular use over several days, has caused a loss in value is assessed case by case; we explain and quantify any deduction we claim. The original packaging is not required for a statutory withdrawal. Please return the goods complete, drained, dried and securely packed for transport.
Accessories can usually be returned by parcel. We do not provide prepaid return labels. On request, we will book a freight collection for you; we tell you the cost in advance and, with your agreement, set it off against your refund. Quoting your order number speeds up processing.
Voluntary returns from Switzerland
Swiss law does not provide a general statutory right of withdrawal for online purchases. Theralpine AG voluntarily grants consumers with delivery to Switzerland a return right of 14 days from delivery. Your statutory rights in case of defects remain unaffected.
- Products must be unused, undamaged, and in their original packaging.
- Please request the return within 14 days of delivery by e-mail to hello@theralpine.com, quoting your order number. If the conditions are met, we authorize the return and send you the return address of our Swiss warehouse.
- The goods must be sent back to us within 14 days of the return authorization.
We deduct from the refund:
- the costs of return transport actually incurred by us;
- a restocking fee for the inspection and restocking work actually required, capped at CHF 150. We tell you the amount with the return authorization.
Costs you have already paid yourself are not charged again. Products showing signs of use or damage may be declined, or accepted subject to a reasonable deduction for their diminished value, which we explain. If the original packaging or transport pallet has been discarded, we may decline the return or charge the actual costs of professional repackaging. A refusal because of abuse requires specific reasons, which we tell you.
Voluntary returns from other countries
For deliveries to countries outside the European Economic Area, the United Kingdom and Switzerland, statutory withdrawal rights depend on the applicable law. Where no statutory right of withdrawal exists, THERALPINE LLP voluntarily grants consumers a return right of 14 days from delivery under the same conditions as for returns from Switzerland, with these differences: we deduct the actual costs of return transport, including customs handling and re-importation costs, and a restocking fee for the work actually required, capped at 150 EUR.
Refund processing
For withdrawals, we refund within the period stated in the withdrawal instructions above. For voluntary returns, we inspect the goods and refund to your original payment method within 14 business days after receiving the return; we explain any deductions. Where delivery charges were paid, voluntary returns are refunded up to the amount of standard shipping. Additional delivery services, for example express shipping, are non-refundable.
Questions
If you have any questions concerning our shipping and return policy, please contact us at hello@theralpine.com.