Cancellation, Return and Refund Policy

Société : hype SWISS Sàrl - 12, rue des Gares, 1201 Genève, Suisse - Contact : hype@hype.swiss - +41 22 404 05 55

1. Purpose

This policy sets out the conditions for cancellation, return, refund, credit note, termination and credit applicable to HYPE SWISS products, subscriptions, services, interventions, bookings and events.

2. Swiss principle and mandatory rights

Under Swiss law, there is no general automatic 14-day right of withdrawal for online purchases. HYPE SWISS may nevertheless grant, on a commercial basis, a 14-day right of return for certain physical products, subject to the conditions below.

Where the Customer is a consumer located in the EU/EEA and mandatory European or national law applies to the contract, a 14-day right of withdrawal may exist, subject to the statutory exceptions. The mandatory rights of consumers remain reserved.

3. Physical products - 14-day commercial return

For purchases governed by Swiss law alone, there is no general statutory and automatic right of withdrawal. HYPE SWISS nevertheless voluntarily grants a commercial right of return of fourteen (14) days on eligible physical products purchased in its shop. The period runs from receipt of the product; the return request must reach HYPE SWISS no later than the fourteenth day. This right is a contractual commercial benefit and does not replace the Customer’s rights in the event of a defective product. Articles 57 to 67 of the Shop Terms of Sale (CGV Boutique) prevail in case of discrepancy.

To qualify, the product must in principle be unused, complete, intact, clean, undamaged, unscratched, accompanied by all its accessories, the instructions and documents and the proof of purchase, and returned in its original packaging where that packaging is part of the normal conditions of resale. HYPE SWISS may refuse the return or apply a reasonable deduction where the product is used, incomplete, damaged, dirty, scratched, activated, modified or has become unfit for normal resale as a new product.

Return costs are borne by the Customer, except in the event of a delivery error attributable to HYPE SWISS, a covered defect, a product damaged before the transfer of risk, express commercial coverage by HYPE SWISS or a mandatory provision to the contrary. Where HYPE SWISS provides a prepaid label for convenience while the costs are borne by the Customer, the communicated cost may be deducted from the refund.

Where the Customer arranges the return themselves, they use appropriate packaging and a mode of transport suited to the value and nature of the product; for a valuable product, HYPE SWISS recommends a traceable shipment with proof of dispatch and adequate cover. Where the Customer freely chooses their own carrier, the risk of the return remains with them until actual receipt by HYPE SWISS, subject to mandatory law to the contrary.

Before returning a smartphone, computer, tablet, Smart TV, router, camera or any other product containing data, the Customer backs up and then deletes their personal data and accounts, deactivates activation locks, removes codes where appropriate, removes SIM and memory cards and unlinks the product from their Apple, Google, Microsoft or similar accounts. HYPE SWISS may reset or wipe a product received as a return where necessary and, except in the event of fault on its part or a mandatory rule to the contrary, is not liable for the loss of data the Customer failed to back up.

The refund is made after receipt and inspection of the product, within a reasonable time and, where technically possible, by the original payment method. Unless a mandatory provision provides otherwise, return costs remain with the Customer, the initial delivery charges are not automatically refunded and express or special delivery surcharges are not refunded; these rules do not apply where an error or defect attributable to HYPE SWISS requires different treatment. Where a product was given away or sold at a particular price on condition of acquiring another product, a service or a subscription, the refund may be recalculated, transparently and proportionately, according to the actual structure of the offer and the benefit retained.

The 14-day commercial return is distinct from the warranty: a product that is defective, incorrectly delivered, damaged before the transfer of risk or not in conformity with the contractual commitments is handled under the warranty and liability rules (point 8), not as a simple voluntary return.

4. Exceptions to return

Unless a mandatory provision provides otherwise, the 14-day commercial right of return may be excluded in particular for:

• an activated SIM or eSIM, an activated telecom service or a porting process already launched;
• activated software, an activated licence, a used digital code or activated access;
• a personalised product, a made-to-measure product, a product specially ordered for the Customer where this exclusion was announced to them, or a product irreversibly configured according to their instructions;
• certain opened sealed products for which a return is no longer reasonably possible for reasons of hygiene, safety or data protection, and opened consumables;
• services already fully performed and an installation already carried out;
• a product deliberately damaged, modified without authorisation, or a device whose IMEI or serial number has been removed or altered;
• dated bookings, events, Center services, catering or services linked to a specific date, unless specific conditions apply.

Rights relating to an actual defect remain reserved.

5. Cancellation before activation of a telecom service

If the Customer cancels a telecom subscription before activation, HYPE SWISS may refund amounts not yet committed. Activation fees, porting fees, delivery, installation, verification, intervention, SIM/eSIM card costs or technical fees already incurred may be retained or invoiced.

6. Activated service, commenced month and activation fees

As soon as a service is activated, commissioned, digitally delivered, a porting is launched or installation begins, the activation fees and services performed are payable. Months already commenced are not refunded, unless the error is proven and attributable to HYPE SWISS or a mandatory provision provides otherwise.

7. Subscription termination

Ordinary termination must comply with the minimum period and the notice period indicated in the GTC or the offer. Early termination during the commitment period gives rise to payment of amounts due and, unless a mandatory provision provides otherwise, a fixed indemnity equal to 2 monthly instalments of the subscription concerned, in addition to the 2 months' notice period.

8. Defect, fault or delivery error

In the event of a proven defect, delivery error or non-conforming product, the Customer must contact HYPE SWISS promptly with the order number, description, photographs and evidence. HYPE SWISS may offer repair, replacement, a credit note, a full or partial refund depending on the circumstances and applicable law.

9. HYPE SWISS Center - cancellation and no-show

Bookings for spaces, meetings, events, breakfasts, lunches and afterworks are subject to the specific HYPE SWISS Center conditions. Unless otherwise agreed in writing:

• requests to reschedule are accepted subject to availability;
• catering costs, supplier costs or other costs already incurred remain payable;
• an absence or late arrival by the Customer does not give rise to any refund;
• for Global events, the minimum billable amount indicated in the offer remains payable;
• late cancellations may result in partial or full invoicing according to the timeframes indicated in the Center conditions.

10. Refund

Refunds are made by the same payment method where possible, or by bank transfer. Bank charges, payment fees, currency conversion fees or third-party commissions may be deducted where permitted by law.

10bis. Refund in the event of instalment payment

Where an order was paid using an instalment payment plan provided by an Instalment Payment Partner, any full or partial refund accepted by HYPE SWISS is processed in coordination with that Partner and in accordance with its procedures. Depending on the stage of the plan, the refund may take the form of cancellation of the plan, a reduction of the remaining instalments, a credit to the payment method used or a separate refund.

The Customer remains bound to honour the instalments of the plan until the Instalment Payment Partner has confirmed the adjustment or cancellation of the plan. HYPE SWISS is not liable for the processing times, decisions, fees, reminders or debt collection steps of the Partner, subject to the Customer's mandatory rights and liabilities that HYPE SWISS cannot legally exclude.

11. Procedure

Any request must be addressed to hype@hype.swiss with the Customer's name, order or invoice number, the product/service concerned, the reason, photographs if necessary and refund details.

This English version is a courtesy translation. In case of discrepancy, the French version prevails.