Refund policy
Last updated: 22.11.2025
Thank you for choosing Kuschelknoten! Every item is handmade with great care, and we want your experience to be smooth and clear. Please review the policy below before making a purchase.
1. Ready-Made Items (Eligible for Return)
Ready-made items may be returned within 14 days of delivery, provided they meet all of the following conditions:
- The item is unused, unwashed, and in its original condition
- The item is returned with all original packaging
- The customer covers the return shipping cost
- The item arrives back to us in the exact same condition in which it was originally packed
We photograph every order during packing
To ensure transparency and fairness, we take detailed photos of every item before sealing the parcel.
If the returned item does not match the condition shown in these photos, we cannot issue a refund.
2. Parcel Condition Upon Delivery
If the parcel arrives without visible damage, and the product inside shows wear, dirt, scent, misuse, or alteration, the item will be considered used and not eligible for a refund.
If the parcel arrives damaged, you must provide:
- Clear photos of the external parcel damage
- Clear photos of the damaged item inside
- Your order number
Without visual proof of parcel damage, we cannot offer refunds for items not in their original condition.
3. Custom or Personalized Items (No Returns)
Custom-made, personalized, or made-to-order items cannot be returned or refunded.
These pieces are created especially for you and cannot be resold.
4. Diaper Cakes (No Returns)
Diaper cakes are non-returnable and non-refundable.
They are fragile, custom-assembled, and cannot be resold once opened or handled.
5. Exchanges
We do offer exchanges when possible, but please keep in mind:
Most items at Kuschelknoten are one-of-a-kind and handmade.
This means:
- We cannot guarantee the same item, color, or style will be available
- Exchanges are subject to availability
- If an identical replacement is not available, we will offer a similar item or a store credit
We will always communicate clearly with you before processing an exchange so there are no surprises.
6. Damaged or Incorrect Items
If your order arrives damaged, or if you received the wrong item, please contact us within 48 hours:
Please include:
- Photos of the parcel condition
- Photos of the item
- Your order number
We will assist you as quickly as possible.
7. Return Shipping Costs
Return shipping costs are paid by the customer.
We recommend using a trackable shipping method.
We cannot issue refunds for return parcels that are lost in transit.
8. Refund Processing
Once your return is received and inspected, we will let you know whether it has been approved or denied.
If approved, refunds are issued to your original payment method.
Processing time depends on your bank or payment provider.
9. Local Pickup Orders
Local pickup orders follow the same policy.
Custom items and diaper cakes remain non-refundable.
10. Contact Us
If you have questions about returns, exchanges, or product condition, we’re here to help:
Kuschelknoten
Romanshornerstrasse 104b
9322 Egnach, Switzerland
info@kuschelknoten.ch