Where we ship
We ship to Switzerland, the EU, the United Kingdom, the USA, Canada, and Australia. We do not ship to other destinations yet.
Shipping costs
Shipping is free on qualifying orders, otherwise a flat standard rate applies:
- Switzerland: free shipping on orders over 100 CHF
- Europe: free shipping on orders over 200 EUR
- USA & Canada: free shipping on orders over 200 USD
Taxes & VAT
Swiss addresses
We are not registered for Swiss VAT (MWST), so no VAT is levied on your order. All prices displayed are final and VAT-exclusive. See our Terms & Conditions for details.
Non-Swiss addresses
For all destinations outside Switzerland — the EU, United Kingdom, USA, Canada, and Australia — any import VAT, customs duties, and other import fees are the responsibility of the customer and may be payable on delivery. These charges are set by the destination country and are not included in our prices.
We are working on establishing an EU VAT and USA sales tax inclusive scheme so that these amounts can be collected at checkout, but this is not yet available.
Pre-order fulfillment
Tensor One pre-orders are shipped in production sequence. Customers receive shipping updates by email.
Right of withdrawal (EU & UK consumers)
If you are a consumer resident in the EU or the UK, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period runs for 14 days from the day you (or a third party you nominate) take physical possession of the goods. For pre-orders, this means the period starts on delivery, not on the order date — and you may cancel a pre-order at any time before it ships for a full refund.
To exercise the right of withdrawal, send a clear statement of your decision (for example by email to support@tensorcoffee.com, quoting your order number) before the 14-day period expires. You may use the model wording below, but it is not mandatory:
"I hereby give notice that I withdraw from my contract for the following goods: [item(s) and order number]. Ordered on [date] / received on [date]. Name, address, and date."
Effects of withdrawal
- Return the goods without undue delay and within 14 days of notifying us. You bear the direct cost of returning the goods.
- We refund all payments received, including standard delivery costs, within 14 days of being informed of your withdrawal. We may withhold the refund until the goods are returned or you provide proof of return, whichever is earliest.
- Refunds are issued via the original payment method at no additional charge to you.
- You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
Exceptions
The right of withdrawal does not apply to goods made to your specifications or clearly personalised, nor to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Standard pre-order items are not custom-made and remain returnable.
Returns outside the EU / UK
Switzerland and most other destinations do not grant a statutory withdrawal right for online purchases. As a goodwill policy we accept returns of unused, undamaged items in their original packaging within 14 days of delivery — contact support@tensorcoffee.com to arrange a return. Return shipping is at the customer's expense unless the item is faulty.
Faulty or incorrect items
Your statutory warranty rights for defective goods are unaffected by the above. If an item arrives faulty, damaged, or not as described, contact us and we will arrange a repair, replacement, or refund at no cost to you.