Shipping
Kosport.ch will dispatch the customer's order on the same day it is received, provided that the order is placed before 12:00, Monday to Friday.
Delivery
With the shipping method selected by Kosport.ch, Swiss Post delivers parcels within two business days, Monday to Friday, throughout Switzerland.
Once the order has been dispatched, the customer will receive the corresponding tracking number by e-mail. This number can then be used to track the shipment on the carrier's website.
The customer can also access the shipment tracking link by logging into their account on Kosport.ch.
It is possible that the tracking information may not yet be available when the shipping confirmation containing the tracking number is sent to the customer. After receiving the shipping confirmation by e-mail, it may take approximately 2 to 3 hours for the tracking information to become available on the carrier's website.
Orders are delivered between 08:00 and 17:00, Monday to Friday, to the delivery address provided by the customer.
IMPORTANT:
The customer cannot request a specific delivery time from Kosport.ch, as delivery times are determined by the carrier's (Swiss Post) predefined delivery routes for each delivery date.
The exact time, location and method of depositing your parcel are entirely outside the control of Kosport.ch.
For the following services:
- Authorisation/prohibition of parcel deposit
- Choice of delivery day
- Selection of a delivery time slot
- Redirection to a My Post 24 terminal or another address
please consult the carrier's website directly under “My consignments” or visit a Swiss Post branch.
If the recipient has not provided the carrier with any prior instructions and is absent at the time of delivery, the carrier may deposit the parcel in the parcel compartment of the recipient's mailbox.
Accordingly, neither Swiss Post nor Kosport.ch can accept a complaint or initiate an investigation regarding non-receipt, theft or damage to a parcel where it has been deposited in accordance with the applicable instructions or delivery conditions. Kosport.ch's role is limited, in particular, to providing the customer with the tracking number allowing them to verify that the parcel has been dispatched and delivered to the address provided when placing the order.
Once the parcel has been marked as delivered by the carrier, Kosport.ch accepts no liability for theft or disappearance of the parcel after delivery, subject to any mandatory provisions of applicable law.
Procedure in the event of a delay or delivery problem
- Delivery delay of more than 3 business days:
- Check the parcel tracking information.
- If the delay persists, contact Kosport.ch by e-mail to report the problem.
- Kosport.ch will open an investigation with Swiss Post, which may take up to 14 business days.
- Investigation and delivery:
- If the parcel is located during the investigation, it will be delivered.
- If the parcel is not located after 14 days and Swiss Post considers it lost, Kosport.ch will send a replacement product at its own expense or refund the value of the products concerned if they are no longer available.
- Delivery irregularities:
- Any irregularity (missing product, expired product, damaged parcel, etc.) must be reported immediately.
- If the parcel arrives open or damaged (in particular, if it has been resealed with yellow “Swiss Post” adhesive tape), the customer must request an official damage report from the carrier or at a Swiss Post branch so that an investigation and, where applicable, a compensation procedure can be initiated.
An incorrect or incomplete address may result in the parcel being returned to Kosport.ch, which may incur additional costs that can be charged to the customer. We therefore recommend that customers always ensure that the delivery address provided when placing the order is complete and correct. Once the order has been confirmed, it cannot be guaranteed that the delivery address or billing details can still be changed.
In rare cases, an order may not be able to be dispatched in a single shipment. In such cases, shipping costs will of course only be charged once. In the event of a delivery delay or if an ordered item is exceptionally unavailable, we will inform the customer as soon as possible. The customer has no right to refuse partial deliveries and must accept them, subject to any mandatory provisions of applicable law.
The shipping fee is CHF 9.00.
Shipping is free for orders of CHF 80 or more.
We deliver goods exclusively within Switzerland.
Returns
- Product returns:
- Kosport.ch reserves the right to accept or refuse a return without providing a reason, subject to any mandatory rights available to the customer under applicable law.
- If a return is accepted, the return and shipping costs are borne by the customer, unless otherwise required by mandatory law.
- Accepted returns must be made within 14 days of receiving the order.
- Food products:
- Food products (for example, protein powders, weight gainers and protein bars) cannot be returned after delivery, except in particular in cases involving defective, damaged or non-conforming products or another justified complaint.
- A return will not be accepted solely because the customer does not like the taste of the product or because the customer made an error when placing the order.
- Products with an approaching Best Before Date (BBD):
- For products with an approaching Best Before Date (BBD), where this date is clearly displayed on the product page and/or in the shopping cart before the order is confirmed, the customer acknowledges that they were informed of this date at the time of purchase.
- An approaching Best Before Date, when clearly communicated before purchase, cannot therefore be considered an error on the part of Kosport.ch and does not, by itself, constitute grounds for a return or refund.
- The return of such products is not guaranteed and must be requested in advance from the Kosport.ch customer service team.
- If a return is exceptionally accepted by Kosport.ch, the return shipping costs are borne by the customer, unless otherwise required by mandatory law.
- Products marked as “exchangeable”:
- Items marked as “exchangeable” are generally accessories.
- If the size is unsuitable, an exchange is possible within 14 days of receiving the order.
- Both the cost of returning the product and the shipping cost for the replacement product are borne by the customer. No administrative fees are charged for the exchange.
- Returned products must be in their original packaging, complete, unused and with all labels still attached. Otherwise, the exchange may be refused.
- Returns through customer service:
- All returns must be arranged in advance with the Kosport.ch customer service team.
- For an accepted return, only the value of the returned product will be refunded. Return shipping costs and the original shipping costs remain the responsibility of the customer, unless otherwise required by mandatory law.
- If the customer requests a refund for a product and the refund is accepted by Kosport.ch, and this refund reduces the value of the products retained from the original order to below CHF 80 (the threshold for free shipping), the standard shipping fee of CHF 9 will be deducted from the amount refunded.
Complaints concerning, in particular, the quantity delivered, apparent defects in the goods, incorrect deliveries or quantity discrepancies must be reported in writing as soon as possible after they are identified. To allow the complaint to be processed promptly, we ask the customer to contact us within 72 hours of receiving the order. Defects that could not reasonably have been identified upon receipt must be reported as soon as they are discovered.
An exchange or return of goods will only take place in the event of a justified complaint or where a return or exchange has been approved in advance by Kosport.ch. There is no general right to exchange or return goods that have been correctly delivered, subject to any mandatory provisions of applicable law.
For unjustified returns or refusal to accept goods resulting in the parcel being returned to Kosport.ch, additional charges of CHF 30.00 may be applied to cover the shipping, handling and administrative costs incurred, insofar as such costs actually apply.
