Return, Withdrawal and Refund Policy
Effective date: 16 July 2026. Provider: OneFam, Labinot Bajrami, Riehenstrasse 236, 4058 Basel, Switzerland, info@onefam.ch
1. Custom-Made Goods (Print-on-Demand)
Our products are printed and made individually to order for you (print-on-demand). As these are goods made to your specifications or clearly personalized, there is, to the extent permitted by law, no right of withdrawal or return for change of mind, accidental wrong size or color choice, or buyer’s remorse. Statutory rights for defective goods remain unaffected (see Section 3).
2. Order Changes and Cancellations
Production starts shortly after your order is placed. Changes or cancellations are only possible while production has not yet started. Please contact us immediately at info@onefam.ch. Once production has started, changes and cancellations are no longer possible.
3. Damaged, Defective or Misprinted Items
If an item arrives damaged, defective, or misprinted, we will make it right. Please report this within 14 days of receipt to info@onefam.ch with: order number, a short description, and clear photos (product, defect, and packaging if relevant). After review, you will receive, at our discretion depending on the case, a free replacement or a refund. In most cases, no return is required.
4. Wrong or Missing Items
Please report wrong or missing items within 14 days of receipt with the order number and photos. We will re-deliver correctly or refund the relevant amount.
5. Undeliverable Shipments, Incorrect Address and Return Costs
Please provide a complete and correct delivery address when ordering. If a shipment cannot be delivered (e.g. due to an incorrect or incomplete address, an uncollected shipment, refused acceptance, or unpaid import charges) and is returned to us or our production partner, the customer bears the resulting return and/or re-shipment costs. These costs may be deducted from any refund. Re-shipment will only take place after the re-shipment costs have been paid.
6. Import to Switzerland and Third Countries
Shipments are sent from Germany. For deliveries to Switzerland or other non-EU countries, import taxes, customs duties, and handling fees may apply. These are not collected by us and must be paid separately by the customer upon or after delivery. The price shown in the store is exclusive of such import charges unless expressly stated otherwise.
7. Refunds
Approved refunds are issued to the original payment method. Processing usually takes place within 14 days of confirmation; the credit may take a few business days depending on the payment provider.
8. Contact
OneFam, Labinot Bajrami, Riehenstrasse 236, 4058 Basel, Switzerland, info@onefam.ch, +41 76 225 80 58