Attention: Customs duties unlawfully charged!

[MarcelloT]

I bought a Murena Pixel 7. On the website, under the delivery conditions, it is stated that no additional fees and taxes are payable for Switzerland.
When DHL announced the delivery, I was given an invoice for CHF 64 in customs duties and taxes. Payable immediately.
I wrote to Murena about this (support) and never even received a reply.
Not exactly customer-friendly business behaviour!

[AnotherElk]

@MarcelloT

On the website, under the delivery conditions, it is stated that no additional fees and taxes are payable for Switzerland.

Can you provide a link or screenshot?

Murena Terms and Conditions clearly says “For deliveries outside the European Union, we will invoice excluding VAT and you will be responsible to pay for any customs duties or other taxes like local VAT or sales tax upon collection of your order. Any import taxes and local VAT or sales tax will depend on the value of your order.”

(For our international audience: Switzerland is outside the European Union.)

Since it’s DHL charging you on behalf of Swiss Customs and based on Swiss laws supposedly, you could first ask DHL on which legal base they are charging you, before claiming it is unlawful (according to your current topic title).

@MarcelloT

I wrote to Murena about this (support) and never even received a reply.

How many days ago?

[MarcelloT]

Sory, illegal is wrong, it should say as described in the faq.
The delivery was at the beginning of December 24.
See the Screenshot last sentence.

Murena Pixel 7

[Xxpsilon]

@AnotherElk

Can you provide a link or screenshot?

Countries to which we ship with all taxes and customs duties included (so you receive no extra bill from customs): any EU country, USA, Norway, Switzerland UK, Iceland, Guernsey, Jersey, Australia, New Zealand.

[MarcelloT]

Here the link: laden/smartphones/brandneu/murena-pixel-7/?wcpbc-manual-country=CH

In Addition the Screenshot (last sentence).

Freundliche Grüsse
Marcel Tujetsch

Gesendet von Proton Mail für Android

[AnotherElk]

Interesting.

@Manoj … clarification is needed here.

@AnotherElk

Murena Terms and Conditions clearly says “For deliveries outside the European Union, we will invoice excluding VAT and you will be responsible to pay for any customs duties or other taxes like local VAT or sales tax upon collection of your order. Any import taxes and local VAT or sales tax will depend on the value of your order.”

@Xxpsilon

Countries to which we ship with all taxes and customs duties included (so you receive no extra bill from customs): any EU country, USA, Norway, Switzerland UK, Iceland, Guernsey, Jersey, Australia, New Zealand.

The two statements are not the same.

[MarcelloT]

Thanks for checking👍

[Manoj]

I have requested the Helpdesk to check your ticket and respond.

[Fabricekhan]

Dear Mr Marcello,
Murena find a solution for you?
Have they reimbursed you?

I’m asking you these questions because I live also in Switzerland and I wanted to order the same Pixel 7 device from Murena.
Because my Murena Fariphone 3+ no longer lights up, Fairphone is really bad equipment

[MarcelloT]

Everything was done perfectly.

I think that different information was published in the Agbs and the FAQ. I hope that this has been corrected.

It took a while, but Murena refunded the fees without any problems.

[Fabricekhan]

Thank you for your answer ! Fine.

@MarcelloT

I hope that this has been corrected.

Not corrected actually…

Have a nice day.

[Manoj]

@Fabricekhan

Not corrected actually…

Thanks for pointing this out. Have reminded the team to update this ASAP.