Refund policy

Last updated: 3 August 2026

At Sillage Dépôt, every fragrance is selected, handled and prepared with care. Because perfumes and cosmetic products are sensitive goods whose condition and authenticity must be protected, returns are subject to the conditions below.

This Returns & Refunds Policy applies to purchases made through www.sillagedepot.ch and forms part of our General Terms and Conditions.

1. Change-of-mind returns

Although Swiss law does not provide a general right of withdrawal for online purchases, Sillage Dépôt voluntarily accepts eligible returns requested within 14 calendar days after delivery.

A product is eligible for return only when all the following conditions are met:

the product is unused, unopened and undamaged;
the original protective wrapping, cellophane, seal or security label remains completely intact;
the product is returned in its complete original packaging;
the packaging, presentation box and any included accessories are undamaged and suitable for resale;
proof of purchase from Sillage Dépôt is provided; and
the return has been authorised by Sillage Dépôt before being shipped.

Opening the cellophane, protective wrapping, product seal or packaging that provides access to the fragrance bottle makes the product ineligible for a change-of-mind return.

We cannot accept a return because the customer does not like the fragrance, finds that it performs differently on their skin, or considers the scent, projection, longevity or development different from their expectations once the product has been opened.

2. Products excluded from change-of-mind returns

The following products cannot be returned or exchanged unless they are defective, damaged during delivery or incorrectly supplied:

opened or tested perfumes;
products with removed, damaged or altered wrapping, seals or security labels;
samples, discovery sets and sample collections;
products marked as final sale;
complimentary gifts, promotional items and free samples;
products damaged after delivery through improper handling, storage or use; and
products not purchased directly from Sillage Dépôt.

Natural variations in fragrance colour, minor batch variations, reformulations made by the fragrance house, or differences between a fragrance and an older sample or bottle do not automatically constitute a defect.

3. Requesting a return

Before returning any product, the customer must contact Sillage Dépôt within 14 calendar days after delivery at:

boutique@sillagedepot.ch

The request must include:

the customer’s full name;
the order number;
the product to be returned;
the reason for the return; and
clear photographs of the product, its packaging and its seals.

Sillage Dépôt will review the request and provide return instructions where the return is eligible.

Products sent back without prior return authorisation may be refused and returned to the customer at the customer’s expense.

4. Returning perfume safely

Perfume contains alcohol and may be classified as a flammable product for transport purposes. Customers must not return perfume using an ordinary postal service without first following the return instructions provided by Sillage Dépôt.

The customer is responsible for:

using the authorised or recommended carrier;
complying with the carrier’s packaging and transport requirements;
packing the product securely to prevent leakage, breakage or damage;
retaining proof of shipment and tracking information; and
ensuring that the parcel reaches Sillage Dépôt safely.

Sillage Dépôt is not responsible for return parcels that are lost, damaged, leaking or improperly declared during transport when the return is organised by the customer.

5. Return shipping costs

For an accepted change-of-mind return, the customer bears the return shipping costs and transport risk.

The original delivery charge is not refunded for a change-of-mind return, unless otherwise required by mandatory law or expressly agreed by Sillage Dépôt.

Where a return is caused by a defective product, delivery damage or an incorrect product supplied by Sillage Dépôt, Sillage Dépôt will provide or reimburse an appropriate return method.

6. Inspection of returned products

All returned products are inspected before a refund is approved.

A return may be refused where:

the product has been opened, used or tested;
a seal, cellophane wrapper or security label has been removed or damaged;
the product or packaging is incomplete;
the product has been damaged after delivery;
the product cannot be resold as new;
the return was sent outside the authorised period; or
the return does not correspond to the authorised return request.

Where a return is refused, the customer may be required to pay the shipping cost for the product to be sent back to them.

Sillage Dépôt may make a reasonable deduction from the refund where the product or packaging has lost value as a result of handling or damage for which the customer is responsible. Products that have been opened or tested will normally have no resale value and will therefore not qualify for a change-of-mind refund.

7. Damaged, defective or incorrect products

Customers must inspect their order promptly after delivery.

Any visible transport damage, leakage, breakage, missing product or incorrect product should be reported to Sillage Dépôt as soon as possible, preferably within 48 hours after delivery.

The report must include:

the order number;
a description of the problem;
photographs of the external shipping box;
photographs of the shipping label;
photographs of the internal packaging; and
photographs or video showing the damaged, defective or incorrect product.

Customers should retain the product and all packaging until Sillage Dépôt has completed its assessment.

The 48-hour reporting request helps us investigate transport damage and does not exclude mandatory statutory rights relating to defects that could not reasonably have been identified within that period.

Where a product is confirmed as defective, damaged during delivery or incorrectly supplied, Sillage Dépôt may, depending on the circumstances and product availability:

replace the product;
provide an equivalent product with the customer’s agreement;
issue an appropriate price reduction; or
cancel the affected purchase and refund the amount paid.

Sillage Dépôt will determine the appropriate initial remedy after reviewing the circumstances, without restricting any mandatory rights available to the customer under Swiss law.

8. What is not considered a defect

The following will not normally be considered defects:

personal dislike of the fragrance;
differences in scent perception between individuals;
differences in projection, longevity or development caused by skin chemistry, climate, storage or application;
minor variations between production batches;
authorised changes to packaging, labelling, bottle design or formulation made by the fragrance house;
minor cosmetic imperfections in handmade or artisanal packaging that do not affect the product’s authenticity, safety or use;
damage caused by incorrect storage, heat, direct sunlight, freezing temperatures or improper handling after delivery; or
normal wear to external packaging after delivery.

9. Refunds

Once an eligible return has been received and inspected, Sillage Dépôt will notify the customer whether the refund has been approved.

Approved refunds will normally be processed within 10 business days after inspection, using the original payment method whenever possible.

The time required for the refund to appear in the customer’s account may depend on the bank, payment provider or card issuer and is outside Sillage Dépôt’s control.

A refund will not be issued before the returned product has been received and inspected, unless Sillage Dépôt expressly agrees otherwise.

Promotional discounts will be recalculated where returning part of an order means that the remaining purchase no longer satisfies the conditions of the promotion. Complimentary products associated with a returned purchase must also be returned unopened and in their original condition. Otherwise, their stated retail value may be deducted from the refund.

10. Exchanges

Sillage Dépôt does not guarantee direct exchanges.

Where a customer wishes to obtain another product, the original eligible product may be returned in accordance with this policy and a new order can be placed separately.

Defective or incorrectly supplied products may be replaced directly, subject to availability.

11. Undelivered or refused parcels

Customers are responsible for providing a complete and accurate delivery address and for accepting or collecting their shipment.

Where an order is returned to Sillage Dépôt because:

the address supplied was incorrect or incomplete;
the recipient refused the parcel without an accepted return reason;
the parcel was not collected within the carrier’s collection period; or
delivery could not be completed due to circumstances attributable to the customer,

Sillage Dépôt may deduct the actual shipping, return transport and handling costs from any refund.

Perfume products returned by a carrier will also be inspected before any refund is approved.

12. Purchases from other retailers

Sillage Dépôt can only process returns and warranty requests for products purchased directly through www.sillagedepot.ch.

Products purchased from another retailer, distributor or marketplace must be returned to the original seller in accordance with that seller’s policies.

13. Statutory rights

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded under Swiss law.

Defective products are governed by the applicable provisions of the Swiss Code of Obligations, including Articles 197 et seq., subject to the valid contractual provisions contained in the Sillage Dépôt General Terms and Conditions.

14. Contact

Questions and return requests should be sent to:

Sillage Dépôt
SILLAGE DÉPÔT by Damiana Silletti
Muristrasse 8, 5618 Bettwil (AG)
Switzerland
Email: boutique@sillagedepot.ch
Website: www.sillagedepot.ch