Damage compensation
How we handle damage or loss.
1. Report a problem
Please report damage or loss promptly to info@glowswiss.ch or +41 76 465 16 12. Include the order number, photos and, where available, purchase receipt and date. Keep the item and avoid further treatment until the matter is clarified.
2. Cause and responsibility
We review the damage and treatment with you, considering material or manufacturing defects, care labels, pre-existing damage and earlier treatments. These factors do not automatically exclude a claim; cause and responsibility matter. We compensate damage or loss for which we are responsible under these principles and applicable Swiss law.
3. Repair or compensation
Where proper restoration is possible, we discuss it with you first. Otherwise, compensation for the item is based on its evidenced current value immediately before the damage, considering purchase price, age, use and condition. The full new purchase price is not automatically reimbursed. We explain the valuation and do not apply blanket VTS depreciation percentages without an accessible calculation basis.
4. Independent assessment
If no agreement is reached, an independent assessment or current-value appraisal may be requested subject to the Textile Ombudsman PSE’s requirements. Submission is coordinated with both parties first. The ombudsman’s current fees and procedures apply; its assessment is not a court judgment.
5. Basis and rights
This Glow Swiss policy draws on publicly available VTS and Textile Ombudsman PSE information. It does not reproduce the members-only VTS terms or valuation table. Mandatory statutory rights remain unaffected. Updated: 8 October 2026.
VTS · Textil PSE
VTS: Schadenfälle
Ombudsstelle Textil PSE
Merkblatt Textil PSE (PDF)