Return, Withdrawal and Refund Policy
Effective date: 23 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. An exchange or return simply because you do not like the item is therefore excluded; please check size, color and design carefully before ordering (see our size chart). Statutory rights for defective goods remain unaffected (see Section 3).
Voluntary return (goodwill): If, in individual cases, we nevertheless accept a return, this is voluntary and requires our prior written consent. The return is then made at the customer’s expense, the item must be returned unworn, unwashed and with all tags attached, and at most the product value (excluding shipping) will be refunded. There is no entitlement to this.
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, depending on the case and at our discretion, a free replacement or a refund. In most cases, no return is necessary.
4. Wrong or Missing Items
Please report wrong or missing items within 14 days of receipt with your order number and photos. We will ship the correct item or refund the corresponding amount.
5. Undeliverable Shipments, Wrong Address and Return Costs
Please provide a complete and correct delivery address when ordering. If a shipment cannot be delivered (e.g. due to a wrong or incomplete address, an uncollected shipment, refused acceptance, or unpaid import charges) and is returned to us or our production partner, the customer bears all resulting return and/or re-shipping costs. The return fee charged to us is passed on to the customer in full; it may be deducted from any refund or invoiced separately. Re-shipping only takes place after full payment of the re-shipping costs.
6. Import into 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 charged by us and are to be paid separately by the customer on or after delivery. The price shown in the shop does not include 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; depending on the payment provider, the credit may take a few business days.
8. Contact
OneFam, Labinot Bajrami, Riehenstrasse 236, 4058 Basel, Switzerland, info@onefam.ch, +41 76 225 80 58