Refund policy
Shipping & Returns Policy
Last updated: 17th of April 2026
By placing an order with ANTI GUM Bayón del Prado, Einzelunternehmen, St. Gallen, Switzerland (“ANTI GUM”, “we”, “us”, “our”), you agree to this Shipping & Returns Policy, together with our Terms and Conditions and Privacy Policy.
1. Shipping destinations
We currently ship to Switzerland and selected international destinations, including countries in the European Union, subject to availability and any delivery restrictions shown at checkout.
We reserve the right not to ship to certain destinations if legal, customs, carrier, or operational restrictions apply.
2. Processing times
Orders are usually processed within [1–3] business days after payment has been received and approved.
Orders are not processed or shipped on weekends or public holidays observed in Switzerland.
During launch periods, promotions, holidays, or periods of high order volume, processing and delivery may take longer than usual.
3. Delivery times
Delivery times shown on our website or at checkout are estimates only and are not guaranteed unless expressly stated otherwise.
Actual delivery times may vary depending on destination, customs clearance, local carrier performance, weather, strikes, or other circumstances beyond our control.
4. Shipping confirmation and tracking
Where tracking is available, you will receive a shipping confirmation email with tracking details once your order has been dispatched.
Tracking updates may be limited, delayed, or unavailable in some countries or after the parcel is handed to the local delivery partner.
5. Customs, VAT, duties, and import charges
For orders shipped outside Switzerland, and in some cases for cross-border shipments generally, your order may be subject to import VAT, customs duties, handling fees, clearance fees, or other charges imposed by the destination country.
Unless explicitly stated otherwise at checkout, these charges are the customer’s responsibility.
You are also responsible for complying with local import rules and for obtaining any permissions or documentation required by your country’s customs or other authorities. Delays caused by customs inspections or local import procedures are outside our control. In Switzerland, for imported online purchases, customs duties, VAT and customs clearance charges are generally charged to the recipient unless the sender has clearly specified otherwise.
6. Delivery address accuracy
Please make sure the shipping address entered at checkout is complete and accurate.
We are not responsible for delays, failed deliveries, or losses resulting from an incorrect, incomplete, or outdated address provided by the customer. If a parcel is returned to us because of an address error, failed delivery, or non-collection, we may charge the cost of reshipment before sending it again.
7. Risk of loss and transfer of responsibility
Risk of loss or damage passes to you upon delivery of the parcel to the address provided at checkout, unless mandatory law in your country provides otherwise.
If tracking shows a successful delivery, including delivery to a mailbox, parcel locker, reception desk, neighbor, or other safe place designated by the carrier, the order will generally be considered delivered.
8. Damaged, incorrect, or missing items
If your order arrives damaged, incomplete, or incorrect, please contact us at hello@antigum.com within 3 business days of delivery and include:
- your order number,
- a description of the issue,
- clear photos of the outer packaging, shipping label, and product.
Please do not discard the product or packaging until the issue has been reviewed, as this may be required for a carrier claim or internal investigation.
If we confirm that the product was damaged in transit, defective on arrival, or incorrectly supplied, we will, at our discretion and subject to applicable law:
- replace the item,
- refund the affected item, or
- provide another appropriate remedy.
Your statutory rights in relation to defective or non-conforming products remain unaffected. EU consumers also benefit from the legal guarantee framework for non-conforming goods.
9. Lost parcels
If your parcel appears to be lost, please contact us at hello@antigum.com as soon as possible.
Before contacting us, please first:
- check the tracking link,
- check with household members, neighbors, reception, or building management,
- check any safe place designated for delivery.
We may ask you to wait a reasonable period before opening a formal carrier investigation, as some parcels are marked delivered prematurely or may still arrive shortly afterward.
10. Returns and right of withdrawal
A. Switzerland
For customers in Switzerland, Swiss law generally does not provide a general statutory right to cancel or return online purchases simply because the customer changed their mind. However, we voluntarily offer the return option described below.
B. European Union
If you are a consumer residing in the European Union, you generally have a 14-day right of withdrawal from the day you, or a person designated by you, receive the goods.
However, for health protection and hygiene reasons, this right does not apply once sealed goods have been opened or unsealed after delivery where the goods are not suitable for return for such reasons.
C. Our return conditions
Because our products are ingestible goods, we only accept returns of products that are:
- unopened,
- unused,
- sealed,
- in their original packaging, and
- in a condition suitable for resale.
We do not accept returns of any product that has been opened, unsealed, used, tampered with, or otherwise rendered unsuitable for resale, except where the product is defective or the return is required by mandatory law.
D. Return window
To request a return, please email hello@antigum.com within:
- 14 days of delivery for EU consumer orders, and
- 14 days of delivery for Swiss orders under our voluntary return policy.
You must clearly state your wish to return the order and include your order number.
E. Return approval and sending the goods back
If your return request is eligible, we will provide return instructions.
Unless the return is due to our error, a damaged item, or a defective/non-conforming product, the customer is responsible for the return shipping costs.
We recommend using a tracked shipping method. We are not responsible for returned items lost in transit back to us.
F. Refunds
Once we receive and inspect the returned item, we will notify you whether the return has been approved.
If approved, the refund will be made to the original payment method within [7–14] business days, subject to bank or payment provider processing times.
Original shipping charges are:
- refundable where required by applicable law, including where an EU consumer validly exercises a statutory right of withdrawal for an eligible unopened product, and
- otherwise non-refundable, unless the return is due to our error or the goods are defective.
We may reduce the refund if the returned item shows handling beyond what is necessary to establish its nature, characteristics, and suitability, where permitted by law.
11. Refused, unclaimed, or customs-rejected shipments
If a shipment is refused by the customer, not collected, or rejected by customs, and is returned to us, we may refund the order value minus:
- the original shipping charges,
- any return shipping charges,
- customs, duties, handling, or clearance charges incurred, and
- any non-recoverable costs charged to us by the carrier or authorities.
No refund will be due if the parcel is destroyed, abandoned, or otherwise not returned to us by the carrier or customs authority.
12. Failed delivery due to customs or import non-compliance
It is the customer’s responsibility to ensure that the ordered products may be lawfully imported into the destination country.
We are not responsible for delays, detentions, refusals, seizures, or destruction caused by customs rules, import restrictions, incomplete documentation required from the customer, or unpaid local charges.
13. Contact
For shipping or returns questions, please contact:
ANTI GUM Bayón del Prado, Einzelunternehmen
St. Gallen, Switzerland
Email: hello@antigum.com
Website: antigum.com