Return and Refund Policy

Our return policy, clear and aligned with Swiss e-commerce standards. For standard products, returns are possible within 14 days (article 15 of our GTC). Custom-made products (special formats, photo-matching) cannot be returned.

In summary

  • Deadline: 14 days from receipt
  • Return shipping costs: borne by the customer
  • Restocking fees: none for standard products
  • Refund: within 5 business days after receipt and verification
  • Custom-made products (special formats, photo-matching, custom cutting): not returnable

1. Products eligible for return

You can return any standard product from our catalog in its original packaging, provided it is in new, uninstalled, undamaged condition.

The following products are not eligible for return:

  • Custom-made products: special formats, custom cuts
  • Products with photo-matching (personalized sheet selection for your project)
  • Installed products or products that have undergone transformation (gluing, screwing, cutting)
  • Samples (free or paid, non-returnable)

2. How to make a return

  1. Contact us at shop@cambois.ch with:
    • Your order number
    • The product concerned and the quantity
    • The reason for the return
  2. Receive our written agreement specifying the conditions and return address.
  3. Pack the product in its original box or equivalent packaging, protecting the surface properly (especially for fragile natural stone panels).
  4. Ship to:

    Cambois SA
    Chemin des Emetaux 1
    CH-1131 Tolochenaz
    Switzerland

    Include a copy of the invoice or indicate the order number visible on the packaging.
  5. Keep proof of shipment (tracking number): in case of loss by the carrier, this is your only recourse.

3. Fees

Return shipping costs are at your expense. We do not refund initial shipping costs, except in the case of a defective product (see section 5).

For standard products, no restocking fee is applied.

4. Refund

Upon receipt and verification of the returned product (within 3 business days on average), we will process the refund to the payment method used for the order. The refund is effective within 5 business days depending on your bank.

If the returned product has defects that do not match its declaration (used, damaged, incomplete), we will contact you to discuss a partial refund or a reasoned refusal.

5. Defective products or error on our part

If you receive a defective product, damaged during transport, or different from your order, contact us within 8 days of receipt (article 12 of our GTC).

In this case:

  • Return shipping costs are covered by Cambois SA
  • We will replace the product or issue a full refund, at your choice
  • We will also refund the initial shipping costs

Attach a photo of the product received when you contact us: this will speed up processing.

6. Cancellation before shipment

You can cancel your order as long as it has not been shipped, by writing to us promptly at shop@cambois.ch. We will then issue a full refund.

Once the order has been shipped, the standard return procedure applies (sections 1 to 4 above).

7. Legal guarantee

The legal guarantee of conformity applies in accordance with Swiss law. Apparent defects must be reported within 8 days of receipt (article 12 of our GTC), hidden defects are covered for 12 months (article 14 of our GTC).

Questions

For any questions regarding a return or warranty, write to shop@cambois.ch or call +41 21 802 5245.

Contact

Cambois SA
Chemin des Emetaux 1, CH-1131 Tolochenaz, Switzerland
Phone: +41 21 802 5245
Email: shop@cambois.ch

Legal documents