Shipping & Returns
Shipments
Delivery Zones
CSENA Switzerland ships its products to the destinations offered at the time of order.
Certain destinations may be limited, suspended, or refused at any time depending on:
- local regulations,
- logistical constraints,
- customs restrictions,
- or transport conditions.
CSENA reserves the right to refuse any shipment without prior justification.
Delivery Times
The delivery times indicated on the site are purely estimated and for informational purposes only.
CSENA does not guarantee any precise delivery time.
Delays beyond our control may occur, notably due to:
- carriers,
- customs,
- periods of high activity,
- weather conditions,
- administrative controls,
- international logistical disruptions,
- or any case of force majeure.
No delivery delay can give rise to:
- automatic cancellation,
- compensation,
- damages and interest,
- or reimbursement of incurred costs.
Responsibility for Transport
The risks related to transport are transferred to the customer upon delivery of the package to the carrier.
CSENA cannot be held responsible for:
- a delay,
- a loss,
- a theft,
- damage,
- a delivery error,
- a package left without signature,
- or an incident attributable to the carrier.
The customer remains responsible for providing:
- an exact address,
- complete delivery information,
- and secure access for delivery.
Any address error or absence of the recipient is the exclusive responsibility of the customer.
Customs, Taxes and Local Regulations
For international orders, the customer remains solely responsible for:
- import taxes,
- customs duties,
- administrative fees,
- local authorizations,
- and regulatory compliance of the products in their country.
CSENA cannot be held responsible for:
- a refusal of import,
- customs seizure,
- administrative delay,
- or destruction of a package by local authorities.
No refund can be claimed in these situations.
Package Verification
The customer is required to check the package upon receipt.
Any claim concerning:
- a missing product,
- a damaged product,
- a damaged package,
- or an order error
must be reported in writing within a maximum of 48 hours after receipt, accompanied by complete photographic evidence.
After this period, the order will be considered compliant and definitively accepted.
Returns
General Return Conditions
For reasons of:
- hygiene,
- safety,
- product protection,
- and formulation integrity,
CSENA applies a strict return policy.
Products that are:
- opened,
- used,
- unsealed,
- handled,
- damaged,
- incomplete,
- or can no longer be resold in strictly new condition
are neither taken back, exchanged, nor refunded.
Mandatory Prior Authorization
No returns will be accepted without prior written authorization from CSENA.
All requests must be made via:
contact@csena.com
CSENA reserves the absolute right:
- to accept,
- to refuse,
- or to limit a return or refund at its sole discretion.
Return Shipping Costs
Unless CSENA's error is proven, all costs related to the return remain the exclusive responsibility of the customer, including:
- transport costs,
- insurance,
- taxes,
- any customs fees.
CSENA disclaims all responsibility for returned packages lost or damaged during transit.
Refunds
When a refund is exceptionally accepted:
- it concerns only the price of the product concerned,
- excluding delivery costs,
- excluding taxes,
- excluding bank charges,
- excluding customs fees.
The refund may be refused if the returned product does not comply with the return conditions.
No Guarantee of Results
As CSENA products are linked to animal well-being and individual biological responses, no return or refund can be granted due to:
- an absence of results,
- an individual reaction,
- an incompatibility,
- a personal preference,
- or subjective customer expectations.
As each animal has a unique physiology, the customer expressly accepts this risk at the time of purchase.
Limitation of Liability
To the extent permitted by applicable law, CSENA cannot be held responsible for:
- indirect damage,
- financial loss,
- veterinary fees,
- an animal reaction,
- a delivery delay,
- or any incident related to transport or the use of the products.
The use of CSENA products and services is under the sole responsibility of the customer.