Refund policy

We want you to be happy with your order. The requirements differ depending on whether you wish to return an unused product voluntarily, are making a complaint or are relying on an expressly stated product warranty. This page explains the appropriate process.

Voluntary returns within 14 days

For orders within Switzerland, Leonito.ch offers a voluntary return option within 14 days of receiving the goods.

Please notify us of your return by email within this period and provide your order number and the product you wish to return.

A voluntary return is possible if the product:

is unused and has not been assembled or put into use
is complete
is clean and undamaged
is returned securely packaged for transport and, where possible, in its original packaging

You may carefully open the packaging to inspect the product visually. Products that have already been assembled or used are generally no longer considered unused and may be excluded from voluntary returns.

Please do not return any goods without contacting us first. This allows us to identify your return and provide the correct return address and next steps.

Email: support@leonito.ch

Costs and refunds for voluntary returns

You bear the direct cost of a voluntary return shipment.

Shipping costs already charged are not refunded for a voluntary return.

Once we have received and inspected the return, we will refund the purchase price of the returned goods using the original payment method if the return is accepted. Processing may take several business days.

These rules apply only to voluntary returns. The following provisions apply in the event of a defect, incorrect delivery, missing parts or transport damage.

Complaints concerning damaged, defective, incorrect or incomplete goods

If a product arrives damaged, a part is missing, the goods delivered differ from your order or a defect is apparent, please contact us as soon as possible.

Where possible, please send us:

your order number
a brief description of the problem
clear photos of the packaging and the product
for missing parts, a photo or precise description of the missing part

Email: support@leonito.ch

If there may be a safety defect, broken parts, splinters, sharp edges, unstable connections or any other irregularity, the product must not be used again until the matter has been resolved.

Leonito carefully reviews each case. Depending on the specific circumstances, an appropriate solution may include a replacement part, repair, replacement delivery, price reduction or refund.

If a defect, incorrect delivery or transport damage is confirmed, you will not bear any necessary costs for a return or replacement delivery arranged by us.

These instructions do not restrict your statutory rights in respect of defects.

Transport damage

Please check your parcel for visible external damage when you receive it.

If the packaging is damaged, document the damage with photos as soon as possible and, where possible, report it to the carrier. Keep the packaging and then contact us promptly at support@leonito.ch.

If transport damage only becomes visible after opening the parcel, please contact us as soon as possible and keep the packaging until the matter has been resolved.

Transport damage is not covered by an additional product warranty. However, this does not restrict your statutory rights against Leonito.

Wood as a natural material

Wood is a natural material with its own colour, grain, texture and surface. Slight variations in colour, differences in grain, small non-sharp dents and professionally repaired purely cosmetic areas may result from the material or manufacturing process.

Such characteristics do not automatically constitute a defect provided that the product’s workmanship, stability, intended function and safety are not affected.

Before continuing to use the product, please report rough areas, splinters, sharp edges, cracks, broken parts, incorrectly drilled holes or other potential safety or functional defects to us with photos. Please do not sand, repair or alter the affected area yourself before we have reviewed the case.

Additional CLIFF functional warranty

An additional functional warranty applies only to the CLIFF PRO, FLEX and Compact climbing frames and only where it is expressly stated for the relevant product.

For these models, the following applies to the confirmed extent:

“Lifetime functional warranty for CLIFF PRO, FLEX and Compact climbing frames in the event of material or manufacturing defects that impair functionality. Damage caused by improper assembly, modifications, use other than as intended, transport damage, and the natural characteristics and visual features of wood is excluded.”

The additional functional warranty does not generally apply to accessories, the slide, trapeze, mat or other CLIFF products.

Report a potential warranty claim directly to Leonito, providing your order number, a description and clear photos. The additional warranty applies alongside your statutory rights and does not restrict them.

Complaints concerning Just Blocks

No general warranty promise is made for Just Blocks products.

If parts are missing, have been delivered incorrectly or are defective, contact us with your order number, a brief description and clear photos at support@leonito.ch.

Leonito reviews each case individually and coordinates the appropriate solution with the manufacturer. Depending on the review, the solution may, for example, be to send missing or replacement parts or to provide a replacement delivery.

Leonito coordinates with the manufacturer; this does not restrict your statutory rights.