General Terms and Conditions (GTC)

Last updated: April 2025

1 Champ d'application

These General Terms and Conditions of Sale (hereinafter "GTC") apply to all commercial transactions concluded via the online store h2w.store (hereinafter "online store"). The online store is operated by H2W (hereinafter "H2W").

H2W reserves the right to modify these Terms and Conditions at any time. The version of the Terms and Conditions in effect at the time of the order is authoritative. This version cannot be modified unilaterally. Any customer terms and conditions that deviate from or conflict with these Terms and Conditions will not be recognized.

The offer of products and services made available in the online shop (hereinafter "Offer") is aimed exclusively at customers domiciled in the EU, Switzerland and Liechtenstein, and in the case of business customers, only if the company is based in the EU, Switzerland or Liechtenstein.

Deliveries are limited exclusively to the territory of the EU, Switzerland and Liechtenstein.

The offer is valid until the product can be found via the online store search engine and/or until it is available.

For all orders of products involving an age limit on the part of the buyer (in particular in the case of products such as alcohol or tobacco, not authorized for minors under 18 years of age) the customer confirms by his order to comply with these legal provisions.

Orders exceeding a reasonable quantity for the household may be refused without having to provide justification.

2 Information

2.1 Products and prices

Product images disclosed in advertising, brochures, online stores, etc. serve as illustrations and are not binding.

All sales prices published in the online shop are final prices, including all taxes (including VAT), any advance recycling fees (ARC), packaging and shipping costs for the published delivery time, as well as any other taxes or fees. H2W reserves the right to change the prices of the products and services offered at any time. The price indicated in the online shop at the time of the order is decisive for the conclusion of the purchase contract.

If the customer places an order with a merchant domiciled abroad and not registered in the Swiss VAT register, he is liable, as the importer of the products supplied by the merchant, for the Swiss import tax and any customs duties. The customer authorizes and instructs H2W (or a third party designated by H2W) to prepare the import customs declaration for the products supplied by the merchant in Switzerland, in his name and on his behalf, and to pay the Swiss customs duties (import taxes and any customs duties). The customer will pay H2W the applicable Swiss customs duties in advance, together with the purchase price. Any difference compared to the actual Swiss customs duties will be refunded to him. H2W provides its customers with a customs duty notice in the most appropriate form or allows them to revoke it electronically. The customer must dispute the duty notice within seven (7) working days of its receipt or provision. After this period, the customer is excluded from any recourse and H2W is excluded for any defect appearing in the customs duty notice.

H2W offers additional paid services, such as assembly, disposal, extended warranty, insurance, etc. These services are listed separately in the shopping cart and on the invoice.

2.2 Availability and delivery times

H2W pays particular attention to the publication of information on availability and delivery times and is committed to providing them on its online store as accurately and up-to-date as possible. However, due to production and supply issues, delivery delays may occur at H2W. All information on availability and delivery times is therefore without guarantee and may change at any time.

2.3 Additional services: assembly and disposal

Assembly includes delivery, unpacking, assembly of the ordered products and collection of packaging material.

Disposal includes the collection and environmentally responsible disposal of the items specified by the customer at the time of purchase. These must correspond, in terms of shape and quantity, to the product ordered. The items to be disposed of are supplied by the customer, ready for transport, in accordance with the delivery conditions for the ordered products.

If the assembly service cannot be carried out for reasons attributable to the customer (e.g. due to failure to meet the deadline, incorrect dimensional information, etc.), the customer is not entitled to a refund of the assembly service paid.

2.4 Compensation CO₂

H2W offers its customers the opportunity to contribute up to 5% of the value of the goods to offset the CO₂ emissions associated with their purchase. If this option is available, it will be presented to the customer along with the climate tax in their order summary. H2W collects the climate tax with the support of a third-party provider. Contributions are donated to selected environmental projects. Once the order is prepared for shipment, the climate tax paid is no longer refundable. H2W does not guarantee the accuracy of any information, assurances, or calculations made by H2W or the third-party provider regarding the climate tax.

3 Conclusion of the contract

The products and prices published in the online store constitute an offer. However, this offer is always subject to the condition that non-delivery or an incorrect price indication will result in termination of the contract.

The contract for the sale of H2W products or services is concluded with H2W as soon as the customer places an order online, in one of the agencies, by telephone or by e-mail (hereinafter “Sales Contract”).

For products and services offered by a merchant, the contract is concluded directly between the merchant and the customer when ordering online, in a branch, by telephone, or by email. H2W is limited to intermediation of these purchases. In this case, H2W daa always defines itself as a simple intermediary and service provider for the merchant, but is never a party to the sales contract. For products and services provided by a merchant based in Germany and not registered in the Swiss VAT register, the sales contract at the price indicated in the online shop is concluded in euros. The customer must pay in Swiss francs.

The customer can clearly see in the online shop and on the invoice who the supplier or contractor of a purchase is (e.g. H2W or a merchant).

If you order online, you will receive an automatically generated order confirmation to the email address provided. This confirmation does not guarantee delivery of the product. It simply informs you that your order has been received in store and that the contract with H2W (or the Merchant) has been concluded, provided that delivery is possible and the price is correctly stated.

4 Delivery time

With the order confirmation, the customer receives a provisional delivery date, or is contacted personally to agree on a personalized delivery date.

In the event of a delay in delivery by H2W (or the Merchant), the customer has the right to terminate the contract (except in the case of a special order) as of the thirtieth calendar day following the initially agreed delivery date. In this case, H2W will reimburse the customer for all amounts already paid. Any further claims against H2W (or the Merchant) are excluded.

5 Delivery / Collection from agency

All delivery and collection options for H2W products and services listed in the online store under “Delivery and Collection” are available to customers.

Products and services purchased from a Merchant can only be sent to the customer by post.

The delivery address must be accessible by truck in Switzerland or Liechtenstein. Otherwise, additional costs will be charged to the customer.

If the customer chooses the "Delivery to the place of use" delivery option, they guarantee that access to the place of use is possible. They must also check that the product can pass through the home's access points (stairs, doors, etc.). If the product cannot be transported to the place of use, the additional costs will be borne by the customer.

If the customer fails to fulfill his obligation to accept the product within the agreed delivery time, H2W (resp. the merchant) has the right to terminate (cancel) the contract with the customer and to charge the customer for the delivery costs incurred and any loss in value.

If the customer fails to fulfill his obligation to collect the product from a branch within 14 calendar days from the agreed collection date, H2W has the right to terminate (cancel) the contract.

6 Obligation to verify

The customer is required to immediately and carefully check the conformity, completeness and possible damage to the delivery of the products delivered or collected.

In case of shipment, any transport damage must be noted on the delivery note.

Transport damage, incorrect or incomplete deliveries, including for all products and services of a Merchant, must be reported to H2W within 5 calendar days of collection or delivery. The customer is aware that this notification must be made via their customer account in the online store, under the heading "Returns, warranty and service". The customer may not use such a product. The customer is not authorized to use such a product and must keep it in its original packaging. The customer agrees to follow the instructions for the return procedure available in their customer account, under the heading "Returns, warranty and service".

7 Guarantee

7.1 Fundamental provisions

H2W (the Merchant) guarantees that the ordered product will be free from defects for two years from the date of delivery or collection. The duration of the warranty is maintained regardless of the provision of warranty service. H2W (the Merchant) may provide this warranty through

free repair (the original warranty period is extended in time for the entire product);
partial or total replacement with an equivalent second-hand product (new warranty period of 1 year from the date of replacement if this occurs in the second year);
replacement with a new H2W product (new warranty period of 2 years from the date of replacement);
credit equivalent to the daily price (maximum the sale price at the time of the order);
reduction.

H2W (or the Dealer) excludes from the warranty all wear parts, such as batteries, accumulators, power cables, adapters, lamps and software problems. In addition, the liability conditions set out in point 8 apply.

If the manufacturer's warranty extends beyond that of H2W (or the reseller), the customer benefits from the longer warranty.

When returning computer media or a product containing data archives, it is imperative to assess the possibility of total data loss. The customer is solely responsible for backing up and protecting their data. H2W (the Merchant) declines all liability in the event of data loss.

When processing the warranty claim, H2W (or the Reseller) may, at its discretion, provide the customer with a replacement device (subject to conditions). This is possible on the condition (deferred) that it is actually a warranty case. Therefore, the customer only becomes the owner of the replacement product if the warranty claim is confirmed by H2W (or the Reseller). If H2W (or the Reseller) refuses to provide this service, the customer can purchase the replacement device at the price of the replacement device at the time of transmission or undertake to return it at his own expense.

All other legal provisions concerning the warranty are excluded.

7.2 Additional provisions for used goods

Additional provisions apply to all discounted products marked in the online store as "New + Tested", "Used + Tested", and "Refurbished". These are repaired products with slight optical defects. These defects are excluded from the warranty and are indicated in the product sheet. These products are covered by a warranty of at least one year from the date of delivery or collection in store.

By purchasing one of these products, the customer is aware that it is a used product and, in the case of an electronic product, that it may still contain personal data of the previous owner/user. H2W (resp. the Merchant) declines all responsibility for this data.

7.3 Warranty Extensions

The customer has the option to purchase a 12- or 36-month warranty extension. This extension extends the pre-established warranty period. It can be purchased when purchasing the product or up to 30 days before the end of the normal warranty period (if no defects are found).

The extended warranty extends the pre-established warranty period and its duration continues regardless of the warranty services previously provided. H2W offers the following warranty services:

free repair (the original warranty period is extended in time for the entire product);
partial or total replacement with an equivalent second-hand product (new warranty period of 1 year from the date of replacement if this occurs in the second year);
replacement with a new H2W product (new warranty period of 2 years from the date of replacement);
Credit equal to the current value of the product purchased (80% of the initial purchase price in the 3rd year, 60% in the 4th year, 40% in the 5th year);

For a warranty extension with the "Pick-up and Return" option, an appointment is made by phone to pick up or deliver the product to the customer's address. The device must be properly packaged and ready for pickup at the agreed pickup time. Grouped shipments can only be picked up and delivered to the curb.

7.4 Warranty Extension / Express Replacement

Customers can extend the warranty of a purchased product with the Rapid Replacement Service. This service is valid for the entire duration of the product's warranty. In the event of a warranty claim, thanks to this service, there is no need to wait for repair: H2W will replace the defective product with a new, equivalent product within one business day of receipt, or refund the purchase price. H2W will cover the shipping costs for the defective product. In the event of a replacement, the new warranty period is two years from the date of replacement. The Rapid Replacement Service is valid for one product at a time and does not apply to the replacement product.

8 Liability and exclusion of liability

8.1 Liability

Liability is governed by applicable statutory provisions. H2W disclaims all liability for (i) slight negligence, (ii) direct, indirect and consequential damages, (iii) lost savings, (iv) damages due to delivery delays, as well as (v) for all acts and omissions of H2W's auxiliary personnel, whether contractual or not. Furthermore, H2W (or the Dealer) disclaims all liability for damages resulting from the following causes:

H2W or the merchant declines all responsibility in the following cases:

improper, non-contractual or illegal storage, adjustment or use of the products;
insertion of incompatible spare parts or accessories (e.g. power supply);
failure to maintain and/or improper modification or repair of the products by the customer or third parties;
force majeure, in particular basic damage, humidity, fall, shock, etc., not attributable to H2W, as well as the provisions of the authorities.

8.2. Limitations of liability

H2W disclaims any liability for any loss or damage, direct, indirect, or consequential, resulting from the use of or access to its websites or hyperlinks to third-party websites. H2W does not guarantee the proper functioning of certain parts of its sites. H2W disclaims any liability for manipulation of the user's computer system by unauthorized persons.

Further information is available in the Disclaimer section.

8.3 Obligations and responsibilities of the customer

Customers are required to keep their customer account access data strictly confidential and to take appropriate measures to protect it against unauthorized access, by using a strong password, two-factor authentication, an updated browser version and anti-virus software/measures, etc.

All actions, including orders processed through the customer account, are attributed to the customer himself.

9 Payment

9.1 Payment Methods

All payment requests for products and services purchased through the Online Store are addressed to the customer by H2W. Upon conclusion of the purchase contract, the Merchant assigns to H2W the entire claim arising from the purchase contract concluded between it and the customer. The customer acknowledges this assignment and undertakes to make all payments exclusively in favor of H2W.

Payments must be made in Swiss francs.

Cash payment is only possible for in-branch pickup. For all merchant products and services, in-branch pickup and therefore cash payment are excluded.

Customers can use the payment methods listed in the online store under “Payment Methods”.

Current rates are listed under “Payment Methods” and are detailed during the ordering process.

In case of payment by credit card, the debit will be made immediately after the order is placed.

In the case of advance payment, delivery will only take place after receipt of payment. Products stored in H2W's central warehouse are reserved until the payment period expires, i.e., at least 11 calendar days. This also applies to products ordered externally, processed, and shipped via H2W's warehouse. Products delivered directly by external resellers or distributors will only be ordered after receipt of payment.

In the event of payment by invoice (only for H2W products and goods), the customer undertakes to pay the full invoice amount within 20 calendar days of receipt of delivery, without any deduction. In the event of partial return of the delivered products, the invoice amount may be reduced accordingly.

9.2 Late Payments

If the customer fails to fully meet its payment obligations, all amounts owed to H2W, for whatever reason, must be paid immediately (in the case of advance payment, within 8 calendar days of the first payment reminder). H2W reserves the right to demand immediate payment of all amounts due and to suspend all deliveries.

An administration fee of CHF 5 will be charged for the first reminder and CHF 20 for the third. In the event of an unsuccessful reminder, the invoiced amounts may be submitted to a collection agency. In this case, effective annual interest of up to 15% may be charged from the invoice due date. The collection agency will collect the amounts owed in its own name and on its own behalf and may charge additional administrative fees.

9.3 Retention of title

The ordered products remain the property of H2W (or the Merchant) until they have been paid for in full. H2W (or the Merchant) is entitled to register the products concerned in the register of retention of title contracts. Prior to the transfer of ownership, no pledging, assignment as security, nor any processing or transformation is permitted without the express consent of H2W.

10 Modification or cancellation of your order

Orders are firm and the customer is required to accept the products and services. H2W (resp. the Merchant) may, at its discretion, accept any modification or cancellation of an order and reserves the right to charge the customer an inconvenience fee equal to 20% of the value of the cancelled order, i.e. at least CHF 60.–, as well as any depreciation of the products since the order was placed.

If, after placing the order, a total or partial impossibility of delivery, in accordance with point 3, is discovered, the customer will be informed as soon as possible by e-mail. If the customer has already made the payment, the full amount will be refunded. If the payment has not yet been made, the customer is released from his payment obligation. Any claims in the event of delay or non-delivery are excluded.

11 Return of items without defects

Among the conditions listed in the Return Policy, H2W (resp. the Merchant) grants the right to return the ordered products. The return date and deadline are indicated on the product page, under "Returns and Warranty".

The customer agrees to register the return in their customer account, under "Returns and Warranty," on h2w.store, and to return it in accordance with the instructions described therein. Products and all accessories must be properly packaged in their original packaging. Damaged products will not be accepted, and all costs will be borne by the customer.

If customers exercise their right of withdrawal, H2W will refund the full purchase price less any minimum quantity surcharge paid and the return shipping costs indicated in the return guidelines.

For any return of customs-paid products on behalf of the customer, the customer authorizes and instructs H2W to declare the returned products for export and to claim reimbursement of Swiss customs duties on its behalf. If the customer cannot deduct the import tax and other reimbursement requirements apply due to the re-export of the ordered products, H2W will reimburse the tax paid by the customer in advance after receiving the corresponding amount from the Federal Customs Administration. If the customer exercises their right of withdrawal, in accordance with the conditions described above, H2W undertakes to reimburse the full purchase price, excluding the minimum quantity surcharge.

In this context, customers guarantee to H2W that the information and list of returned products are complete and accurate, in accordance with the return receipt generated by the customer during the return process, and that the returned package contains the products indicated on the receipt. Customers release H2W from any third-party claims regarding incomplete or erroneous customs declarations. H2W reserves the right to verify the information provided by its customers through random checks.

12 Out-of-Warranty Repairs

The repair costs for products not under warranty are borne by the customer, in accordance with point 7. If the items do not have detectable defects, or if the defect is not covered by the warranty, in accordance with point 7, H2W (resp. the Merchant) reserves the right to charge the customer the costs of verifying the defect, as well as the shipping costs.

13 Community

By posting comments or contributions within our community, you automatically acknowledge and agree to the H2W daa Community Terms and Conditions.

14 Additional provisions

14.1 Non-transferable returns

Returns that cannot be attributed to a customer or are undeliverable are kept for six months by H2W (or by the Merchant) and then disposed of.

14.2 Goods not collected or not deliverable under warranty

If, following a warranty service, in accordance with point 7, the goods are not collected by the customer within six months of sending the notice of withdrawal, or if they cannot be delivered within this period, H2W is entitled to use them and dispose of them.

14.3 Data protection

The Data Protection Notice applies to the modification of personal data by H2W.

14.4 Partial disability

If one or more provisions of these T&Cs are found to be void or inapplicable, all other provisions and clauses of these T&Cs shall remain in full force and effect.

14.5 Competent Court and Applicable Law

All legal relationships between H2W (or the Merchant) and the customer are governed by substantive Swiss law. The Vienna Convention on Contracts for the International Sale of Goods does not apply.

The following jurisdictions apply exclusively.

For all claims arising from sales contracts in which H2W is a contracting party:

The competent court for consumer legal actions is that of S. Vittore or its place of residence. In all other cases, the court of S. Vittore has sole jurisdiction.

For all claims arising from sales contracts in which a Merchant established abroad is a contracting party:

For any consumer claim, the court of the Merchant's domicile or registered office shall have jurisdiction. In all other cases, the court of the Merchant's registered office shall have sole jurisdiction.

For all claims arising from sales contracts in which a Merchant established abroad is a contracting party:

In all other cases, the court of the customer's place of residence shall have sole jurisdiction.

14.6 Copyright Notice

All rights to these T&Cs, in particular all copyrights, belong to H2W.

Any reproduction, distribution, or further use is strictly prohibited and may only be authorized with the express written permission of H2W. In the event of a violation of this order, H2W reserves the right to take legal action.

General Terms and Conditions (GTC)

Last updated: April 2025

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