Refund policy

1. General principle — non-returnable products

For compelling reasons of safety and hygiene, and pursuant to the rules applicable to foodstuffs and food supplements in direct contact with the consumer, no AUA Hydrate consumable product can be returned once delivered, whether opened or not.

This policy follows Swiss health recommendations (LDAl, OCom) and the traceability requirements specific to foodstuffs, and guarantees the quality of every product we ship. Under Swiss law, online retail does not provide for a mandatory right of withdrawal in favour of the consumer.

The good news: if something goes wrong (defect, error, damage), you do not have to send the product back to us. We arrange a refund, exchange or credit note on the basis of a simple photograph. See the procedure below.

2. Cases giving rise to a refund, exchange or credit note

• Parcel damaged on delivery: torn pouch, split sticks, visibly altered product.
• Order error: flavour or quantity different from what you ordered.
• Manufacturing defect: abnormal smell, unusual colour, foreign body present.
• Best-before date passed on delivery.
• Non-conformity with the product description published on the Site.

3. Complaint procedure

1. Contact us within 7 days of receiving the parcel, at info@aua-hydrate.ch.
2. Tell us: your order number, the nature of the defect, and attach one or more photographs of the product concerned (outer packaging, the product itself, the best-before date).
3. Keep the defective product at home — you will not be asked to post anything back. The product may be destroyed on our instructions once the complaint is settled.
4. Reply within 24 working hours. We propose one of the following three solutions:
   • Identical replacement, delivered free of charge.
   • Full refund to the original payment method.
   • Credit note for an amount above the purchase price, to use on your next order.

4. Refund arrangements

• Payment cards: credited within 5 to 10 working days depending on your bank.
• TWINT / Apple Pay / Google Pay: credited within 3 to 5 working days.
• Bank transfer: credited within 3 working days once the IBAN has been checked.

The original delivery charges are refunded in full where the defect is attributable to Swissness Group.

5. Cases excluded from refund

• Complaint made more than 7 days after receipt, save in exceptional circumstances.
• Products damaged by the Customer after delivery (poor storage, dropping, exposure to heat or damp, contact with liquids).
• Adverse effect linked to a contraindication that was not observed (pregnancy, known allergy, drug interaction) — our precautions for use are clearly stated on the packaging and on the Site.
• Subjective dissatisfaction with the taste or texture of the product, in the absence of any lack of conformity.

6. Incorrect address entered

Where a parcel is returned to Swissness Group because of an incorrect or incomplete address entered by the Customer, the second dispatch will be charged at standard delivery rates.

7. Contact

AUA Hydrate customer service (Swissness Group SA)
Email: info@aua-hydrate.ch
Hours: Monday to Friday, 9 a.m.–5 p.m. CET
Average reply time: 6 working hours

Policy updated on 27 May 2026. Version 1.1.