Returns
Have you ordered the wrong item? Products ordered from us can be returned within 30 days after you receive them. Please observe our conditions of return. We recommend that you request an RMA (Return Merchandise Authorization) online so that the item can easily be returned. The registered RMA number is valid for 14 days.
There are five steps to the process, as follows:
1. Find item in My Account
If you have logged in to your customer account, you can register a request in My Account to return the relevant item.
Alternatively, you can find the item without logging in by entering both the customer number and the invoice number in the RMA form.
2. Select Return to return item
The Return option is available for a 30-day period. Please also observe our conditions of return.
Obtain accompanying documents and RMA number
After registering an RMA request, you will receive a corresponding return label with an allocated RMA number. The RMA number is valid for 14 days. There is no need for any other delivery documents because all the required information is stored in our system and can be retrieved by means of the RMA number. If returning more than one item with more than one RMA number in a single parcel, please ensure that the correct return label is attached to each item in the parcel.
3. Pack and address item
The return label will be e-mailed to you. Please print the return label, suitably pack the items you are returning and address the parcel for dispatch with the RMA number displayed.
4. Return item by post or in person
Returns by post
Please address the parcel by attaching the return label. The postage is payable by you, though you will benefit from a discount of CHF 1.50 per parcel in the same weight category. Such returns are insured to the value of CHF 500.–. If necessary, you can increase the level of cover when you mail the item back to us.
Returns can be mailed back to us in the following ways:
- You can use the free-of-charge pick@home service run by Swiss Post in collaboration with BRACK.CH. The link for signing up for this service will be e-mailed to you after the RMA has been registered.
- You can mail returns from a post office branch. More information on locations and opening hours can be found on the Swiss Post website.
Returning items in person
Mägenwil – business park
Our collection office in Mägenwil will be happy to take returns from you.
Willisau – Competec Logistics Centre
Our collection officein Willisau will be happy to take returns from you.
5. Replacement or credit note
When your return reaches us
Once the item reaches us, the parcel will be noted in our system with reference to the RMA number. The item can be tracked throughout the entire process. If the return parcel is damaged in transit, this will be reported at our end.
You can check the current status of your RMA request at any time when you log in to My Account.
More information on credit notes.
Further information
- What if an item is damaged in transit? There is, unfortunately, a risk of items getting damaged in transit. You can report to us directly any damage to the parcel, consignment or item. Please e-mail a picture of the damage to us at mail@brack.ch, quoting the invoice number and item number. Leave the rest to us.
- What if the item is covered by a guarantee?
- If you haven’t been able to register your return online, please contact us so that we can assist you further.