Questions about Returns

  • How long do I have to return an item and how much will I be charged?

    You can return any item ordered from the online shop free of charge within 15 days with 2 picking attempts.

  • How do I return my package?

    You can return any item ordered from the online shop within 15 days of receipt. 

    In order for us to process your return as quickly as possible, please note the following:

    a) The customer has 15 calendar days to notify Victorinox that they would like to return a product. The customer must do so by sending an email to ventas.mx@victorinox.com.

    b) If the customer returns an item within the deadline established for returns, they will be asked to fill in a form in which they have to tick the reason for requesting a return, specify the product’s invoice number and indicate the address from which we should collect the item.

    c) With this information, Victorinox Mexico will then provide the customer with a product collection guide via our assigned courier company. The cost of the collection will be borne by Victorinox Mexico. The customer must seal the product and stick the label on the outside of the box. This label can be found in the collection guide that will be sent to the customer by email.

    Please note: only 2 attempts will be made to collect your return package. If the package is not ready at the specified collection time, the customer must take the package – along with the collection guide as previously specified – to the shipping center. This must be done within 5 business days after receiving the guide, otherwise, the return will be no longer be accepted.

    d) Once we receive the return package at our warehouse, the products will be checked thoroughly to ensure that the products are in perfect condition in order for the return to be processed as valid. To be classed as valid, the product must meet the following requirements:

    • The items must still contain all their original packaging and the packaging must not be damaged, marked, dented, etc. This includes any blister packaging, boxes, bags, etc.
    • The products must not show any signs of use, they must not be damaged or have any marks, scratches, odors, etc.
    • The items must still have their original labels.

    e) We will confirm by email whether the return has been accepted within a maximum period of 3 to 5 business days from when we receive the product.

    f) If the reason for returning the item is because the product is damaged when it arrives, the customer must report this damage, within 2 business days after receipt of the product, by sending an email to ventas.mx@victorinox.com. If this is not reported within the indicated period, the company will not be responsible and a refund cannot be classed as valid.

    g) No changes have been made. In case of any changes, you must follow the returns process and place an entirely new order.

    h) For warranties and repairs, please consult the warranty and repair policy.

  • How is the refund made?

    • If the return is accepted, Victorinox Mexico will process the refund by the following Friday, discounting the payment method fee and will refund the money into the same account used to purchase the item, If this is not possible, the refund will be made to the account indicated by the customer.
    • If the return is rejected, Victorinox Mexico will send the product back to the customer.
    2. When the reason for the return is due to a product with physical damage detected during receipt, the customer must notify it within 2 business days of receiving the product to ventas.mx@victorinox.com; If it is not communicated within the indicated period, the company will not be responsible and the return will not be valid.

    3. No modifications are made. In case of exchange, you must follow the return process and place a brand new order.

    4. For warranties and repairs, see the warranty and repair policy.

  • Can I return items that I did not purchase via the online store?

    Please understand that we can only process returns for items purchased via our online store. If you would like to return any items purchased in one of our physical stores or via third parties, please contact the corresponding point of sale directly.

  • Can I return items that were purchased via the online store at my nearest Victorinox store?

    We cannot process any returns in physical stores for any items purchased via the online store.

  • Can I return personalized products?

    Please note that individualized orders may not be cancelled. As soon as you place your order, Victorinox starts the production and therefore cannot accept any changes or cancellation. The right of withdrawal does not apply to the delivery of goods that are made according to the customer specifications or are clearly tailored to the personal needs of the customer. In addition the right of return does not apply to configurated and personalized items except for manufacturing defects, deficiencies, damage from transport or any other error caused by Victorinox. In such cases, we will happily send you a correct product free of charge.