Refund policy

Return & Refund Policy

Last updated: 7 October 2025

Thank you for shopping with Eat by Alex.
Because our food programs and snacks are prepared and packaged for direct consumption, returns and exchanges are not accepted.

1. General Rule

All sales are final.
We do not issue refunds or replacements unless pre-approved by our customer service team in writing.

To request a refund or report an issue, please contact us at:
📧 hello@eatbyalex.com
☎ +41 78 977 79 90

2. When a Refund May Be Granted

A refund may be considered in the following exceptional cases:

  • The product was damaged or defective upon arrival;

  • You received the wrong item or program;

  • Delivery was not completed due to an error on our side;

  • A refund has been pre-agreed in writing with our team.

To qualify, you must notify us within 24 hours of receiving your delivery and provide clear photos of the issue.

3. Process

Once your claim is reviewed, we will inform you by email whether a refund or replacement is approved.
Approved refunds are processed to your original payment method within 10 business days.
If the product must be returned, return instructions will be provided — do not return items without prior authorisation.

4. Non-Refundable Situations

We cannot issue refunds for:

  • Change of mind or personal taste preferences;

  • Failure to follow preparation or storage instructions;

  • Orders not collected or delivered due to incorrect address;

  • Products handled improperly after delivery.

5. Delivery Issues

If your parcel is lost or delayed, contact us immediately at hello@eatbyalex.com.
We will assist you with Swiss Post tracking and determine the appropriate next steps.

6. Contact

For any refund or delivery issue:
EATbyalex AG
Giessereistrasse 14, 8005 Zürich, Switzerland
📧 hello@eatbyalex.com
☎ +41 78 977 79 90
CHE-200.658.809 MwSt