General terms and conditions (GTC)

Warranty

All our products are produced to order and are produced by experienced craftspeople. All items are checked for quality by us before being sent to you. Because all items are produced by hand, there will inevitably be small variations in colour and size between the images on the website and the delivered article.

Defects that occur due to manufacturing problems are of course covered by warranty for two years from delivery date. Mona & Louise provide warranty either by:

repairing the product free of charge (original warranty period continues to apply to the entire product), or;
providing a partial or full replacement with an equivalent product, or;
providing a refund at current price (no more than the sales price at the time of the original order); or;
giving a price reduction.

Orders

All orders will be invoiced by email upon confirmation of the order. All invoices are payable in advance using one of the payment methods offered on this website (credit card or TWINT). Payment can also be made by bank transfer using the order number as reference. All prices include VAT.

Once you have placed an order, you are obliged to accept the ordered products. Mona & Louise may, where possible, accept order changes or cancellations, subject to an inconvenience charge of 20% of the cancelled order value, but no less than CHF 60.–, as well as any value loss of the ordered products.

In the event we are unable to deliver after order placement, we will immediately inform you by e-mail. If you have already made the payment, the amount will be refunded..

Delivery

Since all our products are produced to order in Sri Lanka, there is a normal delivery time of 30 days from confirmation of the order to arrival in Switzerland. Delivery costs to Switzerland are included in the price.

Delivery to you from our location in Switzerland will be by A-Post or by alternative courier service if agreed at the time of order.

Responsibilities

Customers are obliged to immediately inspect the delivered or collected products for correctness, completeness and potential transport damage. Please inform us of any defects or missing items by email to info@mona-louise.ch.

Mona & Louise will keep you informed of the status of your order by email. If there are unexpected delays due to problems in production or delivery, we will contact you. In exceptional cases, you may be offered to opportunity to cancel your order.

Returns and refunds

Our returns and refunds policy lasts 30 days from date of delivery. If 30 days have passed since you received your purchase, we can’t offer you a full refund or exchange, but you may be eligible for a partial refund at our discretion. To complete your return, we require a receipt or proof of purchase. Any item that is returned more than 30 days after delivery requires prior approval from us.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Goods that have been made or adapted specifically to your size may not always be returned, but may be eligible for a partial refund. Items with obvious signs of use, not in its original condition, damaged or missing parts for reasons not due to our error may not be returned.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days. Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@mona-louise.ch and send your item to: Altdorfbachweg 4, 6354 Vitznau, Switzerland. You will be responsible for paying for your own shipping costs for returning your item. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Data protection

Our data protection and privacy policy is described in our privacy policy (see also the link at the bottom of the page).

Liability and limitations

Our liability is based on applicable legal provisions. However, in no event shall Mona & Louise be liable for (i) slight negligence, (ii) indirect and consequential damage and subsequent damage and loss of profit, (iii) unrealised savings, or (iv) damage resulting from delivery delay, or (v) any acts and omissions on the part of third parties, be this contractual or non-contractual. Moreover, Mona & Louise will not accept any liability in the case of force majeure, particularly natural hazards, moisture, shock and impact etc. that are not caused by us.

We accept no liability for loss or damage of any kind (direct, indirect or consequential damage) that may arise from the use of or access to this website or from any links to third-party websites. We do not warrant that the individual parts of this website run flawlessly. Furthermore, we accept no liability for any manipulation of your IT system by unauthorised persons.

Applicable law and jurisdiction.

For any claims resulting from purchases from Mona & Louise, the place of jurisdiction that applies is Luzern (Switzerland).