Returns & Withdrawal (CH / LI–EEA)

Last updated: 13 November 2025

1. Contact us first (so we can help fast)

Before sending anything back, please email info@plutoos.ch. In many cases we can resolve the issue without a return. After your email, we’ll confirm next steps and provide a return approval (RMA) with the correct return address.

2. What to include with the parcel

• Order number (mandatory): put it on a note inside the box and also write it on the outside of the parcel; or include a copy of the invoice.
• Pack items securely to avoid damage in transit.

3. Return reason vs. recycling

Some parcels arrive with no information and may be intended for recycling. We need to know the purpose of your parcel: Return (change of mind / wrong item / opened item within 14 days), Warranty/Service, or Recycling request. Please email us first for approval. Unidentified parcels may be delayed, returned to sender, or disposed of if we cannot safely identify the sender.

4. Switzerland (CH) – Our voluntary policy

• Unopened items: full refund within 60 days if in original, resellable condition.
• Opened/used items: return within 14 days. A deductible fee (value deduction) may apply after inspection, based on condition and completeness.
• No direct exchanges: please place a new order for the desired item.
• Return shipping costs: paid by the customer.
• Refund method: refund to the original payment method after we receive and inspect the return.

5. Liechtenstein / EEA – Statutory 14-day right of withdrawal

If you are in Liechtenstein/EEA, you have a 14-day legal right of withdrawal for distance purchases. To exercise it, send us a short email within 14 days after delivery. We will confirm and guide you through the return.

• Refund timing: we refund within 14 days after your withdrawal notice; we may withhold the refund until we receive the goods or proof of return.
• Return shipping costs: borne by the customer (we inform you of this before checkout).
• Opened/used items: if handled beyond what’s necessary to check the nature/functioning, we may apply a deduction for diminished value after inspection.
• No direct exchanges: please place a new order.
• Note: Your statutory withdrawal right is not affected if you didn’t email us first, but contacting us helps us identify and process your parcel faster.

5.1 Model withdrawal form (EEA)

You can copy/paste and email this to info@plutoos.ch:

Subject: Withdrawal notice

To: Plutoos – New Neptune GmbH
I hereby withdraw from my contract for the purchase of the following goods:
Order number:
Product name(s):
Date of order / Date of receipt:

Customer name:
Customer address:
Email used for the order:
Date:
  

6. Packaging tips for cartridges & toners

• Seal all visible openings/ports with tape; reattach protective caps/covers if available.
• Place the cartridge tightly sealed in a plastic bag/foil to avoid leakage during transport.
• Use sturdy outer packaging and add cushioning.

7. What happens after we receive your parcel

1. Identification: we match the parcel using the order number/invoice copy.
2. Inspection: we check condition, completeness and accessories.
3. Deductible (opened items): we assess any deduction after inspection and email you the result.
4. Refund: we process the refund to the original payment method. Timing depends on your payment provider.

8. Warranty

Warranty scope and timelines are described in our Terms & Conditions (T&Cs). We are not the manufacturer. On request, we will share manufacturer contact details for manufacturing-related claims and, with your consent, we can share relevant information with the manufacturer to support your claim.

9. Contact

Email: info@plutoos.ch
Operator: Plutoos – New Neptune GmbH, Ringstrasse 1, 8603 Schwerzenbach, Switzerland (no reception on site)