Refund Policy

Provenance Elaine Valentin

Dorfstrasse 11

3366 Bollodingen, Canton Bern, Switzerland

Webshop & Physical Store

1. General Provisions

This refund policy applies to all purchases made via our webshop and on-site at our store premises. We aim to ensure your satisfaction with our products, including scented massage candles, books, jewellery, and furniture. Please read the following terms carefully before making a purchase.

2. Right of Return (Voluntary)

Under Swiss law, there is no mandatory right of return or refund after the purchase is completed unless the product is defective or not as described. However, as a gesture of goodwill, Provenance Elaine Valentin offers the following voluntary return policy:

Customers may return unused, undamaged products in their original packaging within 14 days of receipt.
The customer is responsible for return shipping costs.
Custom-made, personalized, or perishable items (e.g., used candles, opened massage products) are excluded from voluntary return.

Please contact us at [insert contact email/phone] before returning any item.

3. Defective or Incorrect Products

If the delivered product is defective or not the item ordered, please notify us within 7 days of receipt by contacting our customer service.

In such cases, we will:

Offer a replacement (if available),
Or provide a full refund, including original shipping charges.

We may require photographic evidence of the defect or error before processing the refund or replacement.

4. Refund Process

Once the returned goods have been received and inspected, eligible refunds will be processed to the original method of payment within 14 business days.

5. Exclusions

The following products are non-returnable and non-refundable unless defective:

Opened or used massage candles or cosmetic items
Personalized or custom-made items
Sale items clearly marked as non-returnable
Books with visible wear or damage caused after delivery

6. Place of Jurisdiction

All transactions are governed by Swiss law.
The exclusive place of jurisdiction for any disputes arising from purchases is 4900 Langenthal, Canton Bern, Switzerland.