Refund policy

Returns and refunds

Your right to return

You may return any order within 14 days of receiving it, for any reason, without giving a justification. The 14 days run from the day you, or someone you name other than the carrier, take physical possession of the goods. If your order arrives in several parts, they run from the day the last part arrives.

If you are a consumer resident in the EU or the EEA, including Liechtenstein, this is your statutory right of withdrawal. Swiss law gives no statutory right of withdrawal for online purchases. We give consumers resident in Switzerland the same 14 days, on the same conditions, as a matter of contract.

How to tell us

Email info@dtdsystems.ch, or write to the address below, with any clear statement that you are withdrawing. You may use the model form at the end of this policy, but you do not have to. It is enough that you send your message before the 14 days expire. We will acknowledge it in writing.

Sending the goods back

Send the goods back within 14 days of the day you tell us. You bear the direct cost of returning them.

Please contact us before you ship. Returns from outside Switzerland have to be re-imported, and for a controlled device the export licence has to be closed. We prepare that paperwork for you and send it with the return instructions, which is what keeps the parcel moving through customs. Contacting us first is not a condition of your right to return; it is how we stop your device sitting at a border.

Return address, once you have told us:
DTD Systems GmbH
Schulhausstrasse 2
5612 Villmergen
Switzerland

What you may do with the device before you decide

You may unpack it, handle it and switch it on, enough to establish what it is, what its characteristics are and whether it works, exactly as you could in our showroom. We do not refuse a return because a device has been switched on, fitted or handled.

If you go further than that and the device loses value as a result, we may reduce your refund by that loss in value. We will show you in writing how we calculated it.

What cannot be returned

Custom builds and items modified to your own specification, unless they are faulty. Nothing else is excluded.

Refunds

We refund you within 14 days of the day you tell us you are withdrawing.

We refund the price you paid and the standard outbound delivery cost. If you chose a delivery option more expensive than our standard one, we refund the standard cost.

We may hold the refund until the goods reach us, or until you show us proof that you have sent them back, whichever happens first. We do not hold it beyond that point in order to inspect the device.

We refund to the same payment method you used, and you pay no fee for that. Your bank or card issuer may take a few days more to post it. If you have not seen your refund, write to info@dtdsystems.ch and we will chase it.

Export paperwork on a return

A device sent outside Switzerland left under an export licence, and that licence has to be closed and the goods re-imported. That is our job. We do it ourselves and at our own cost, it does not delay your refund, and it does not shorten your 14 days.

If your order arrives damaged

Check your shipment on arrival. If the packaging is visibly damaged, note it on the carrier's delivery record or refuse the parcel.

Email info@dtdsystems.ch within 7 days of delivery with photographs of the packaging and the contents, and keep the original packaging. That window is what lets us recover from the carrier, so it helps us help you. It does not affect your statutory rights, and it does not affect your right to return under this policy.

Faulty goods

Returning an order and claiming for a fault are different things. Every product carries a two-year guarantee. The full terms are in section 11 of our Terms of service and on our warranty page.

Orders we cannot fulfil

If export clearance cannot be obtained for your country, we cancel the order and refund you in full.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it.

To DTD Systems GmbH, Schulhausstrasse 2, 5612 Villmergen, Switzerland, info@dtdsystems.ch:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Contact

DTD Systems GmbH
Schulhausstrasse 2, 5612 Villmergen, Switzerland
info@dtdsystems.ch
+41 76 225 50 04

Last updated: 8 August 2026