SHIPPING
With the exception of some rare cases alien to Kosport.ch, all orders placed will be shipped on the same day, as long as the payment is realised before 12:00 on a working day (Monday - Friday). Orders paid for at a later time will be shipped on the next working day.
DELIVERY
With the shipping method chosen by Kosport.ch, Swiss Post delivers your parcels within two working days, from Monday to Friday and throughout Switzerland.
Once the order is shipped, the client will receive a confirmation email with the respective invoice, a tracking number and a link that allows tracking of the order on the transport service website. The client may also access this tracking link by logging into his/her Kosport.ch account.
It is possible that, at the time the shipping confirmation with the tracking number is sent to the client, attempting to track the order online does not yet provide any results. It may take up to 3 hours after receiving the shipping confirmation e-mail for any tracking updates to become available on the transport service website.
Orders are delivered from Monday to Friday between 8 a.m. and 5 p.m., except for national or municipal holidays, at the address provided by the client when placing the order.
WARNING:
The customer cannot impose a specific delivery time on Kosport.ch, as the delivery schedules are determined by the pre-established routes of the carrier (Swiss Post) for each delivery date.
The timing, location, and conditions of parcel drop-off are completely beyond Kosport.ch's control.
For the following services:
- Authorization/Prohibition of drop-off
- Choice of delivery day
- Selection of a time slot
- Redirection to a My Post 24 machine or another address
please consult the carrier's website directly, in the "My consignments" section, or visit a post office.
If no prior instructions are given to the mail carrier by the recipient, and if you are absent at the time of delivery, the mail carrier may leave the parcel in the dedicated parcel compartment of your mailbox.
Thus, neither Swiss Post nor Kosport.ch will accept complaints or initiate an investigation in case of non-receipt, theft, or damage to the parcel. Kosport.ch's role is limited to providing you with the tracking number, which will allow you to verify that the parcel was sent and delivered to the address specified at the time of the order. After this step, Kosport.ch disclaims any responsibility in the event of a possible claim regarding theft or non-receipt of the parcel.
This risk is knowingly assumed by you.
Procedures in case of delay or delivery issue
- Delivery delay of more than 3 working days:
- Check the parcel tracking.
- If the delay persists, contact Kosport.ch by email to report the issue.
- Kosport.ch will open an investigation with the Post, which may take up to 14 working days.
- Investigation and delivery:
- If the parcel is found during the investigation, it will be delivered immediately.
- If the parcel is not found after 14 days, the Post will consider the parcel lost. Kosport.ch will then send a replacement product at its own cost, or refund the amount for the concerned products if they are no longer available.
- Delivery anomalies:
- Any anomaly (missing product, expired product, damaged parcel, etc.) must be reported immediately.
- If the parcel arrives opened or damaged (with the yellow "La Poste/Die Post" tape), it is necessary to request a "report" from the mailman or post office to allow the opening of an investigation and an indemnification procedure.
Providing an incorrect or incomplete address may lead to the parcel being returned to Kosport.ch, leading to extra costs that will be imputable to the client. Hence we recommend the client to always make sure that the delivery address he/she provides when placing the order is complete and accurate. Once the order is processed it is no longer possible to change either the delivery address, or the billing details.
In rare cases, it may happen that the order cannot be shipped in one delivery. Obviously, we only invoice shipping costs in this case. In the event of delivery delays or when the item ordered is exceptionally exhausted, we will inform you in time. The customer has no right to refuse partial deliveries and must accept them.
Currently, you only pay a fee of CHF 9.00 per order for packaging and shipping costs.
From an order value of 100 francs, shipping is free.
We deliver the desired merchandise only on Swiss territory.
RETURNS
- Return of Goods:
- Kosport.ch reserves the right to accept or refuse a return without justification, and returns do not grant any legal rights.
- If a return is accepted, the return and delivery costs are the responsibility of the customer.
- Returns must be made within **14 days of receiving** the order.
- Food Products:
- Food products (e.g., protein, gainers, protein bars) **cannot be returned** for hygiene reasons and consumer health regulations.
- No return is accepted if the taste is not liked or if the customer made an ordering mistake.
- Products Marked “Exchangeable”:
- Items marked as “exchangeable” are generally accessories.
- An exchange is possible if the size is incorrect, within **14 days** of receiving the order.
- Return costs are the responsibility of the customer, but the exchange is free of charge.
- Returned products must be in their original packaging, with tags still attached. Otherwise, the exchange will be refused.
- Return via Customer Service:
- Any return must be organized in advance with Kosport.ch's customer service.
- Only the value of the product will be refunded. Return and shipping costs remain the responsibility of the customer.
Complaints due to quantity delivered, defects in the goods, false deliveries and differences in quantity must be announced in writing as soon as possible but no later than one week after the confirmation of order. They shall be taken into account to the extent that they can be ascertained by reasonable examinations.
The exchange or resumption of the merchandise takes place only in case of justified complaint. No right of exchange or return of goods is possible on goods delivered correctly.
For unwarranted returns of goods / refusals of goods, an additional fee of Fr. 30.00 will be charged for the payment of postage, handling and administrative expenses.