Terms of service

General Terms and Conditions
The General Terms and Conditions (also called "GTC") apply to all legal transactions concluded via the online shops naturdrogeriefrey.ch and teemanufaktur-pilatus.ch. Both online shops are operated by Teemanufaktur Pilatus.

Products
The range of Teemanufaktur Pilatus in Kriens includes products for health, cosmetics, household and family.
Images of products are for illustration purposes only; the products delivered/sold may differ (e.g. if the appearance or design of packaging and products is changed by the manufacturer).
The information about products in the online shop is compiled with the greatest care and in a way that is as customer-friendly as possible. If the information for an ordered product differs significantly from the product received, it can be returned (see the Returns section).
The prices are net, in Swiss francs, including value added tax (VAT) and, if applicable, including advance recycling fee ("vRG").
The prices in the shop are considered an offer and can change at any time. The price in the online shop at the time of the order is decisive.
Products delivered are perfectly stored, in their original packaging and not expired. Any further warranty is excluded, in particular for the properties and effects of the products, insofar as this is permitted by the statutory provisions.
Claims for damages due to any errors in the images or in the prices and texts cannot be asserted.

Order
An order is placed as soon as the customer completes an order in the online shop.
Orders can only be placed with an address that is valid in Switzerland or Liechtenstein.
Orders in quantities that are not typical for households can be rejected without giving reasons.
For each order, the customer receives an order confirmation by email, which contains all the information and the expected delivery period.
Receipt of the automatically generated order confirmation does not constitute a promise that the ordered products can actually be delivered. It simply indicates that the order has been received by us and that the contract has therefore been concluded subject to the condition that delivery is possible and the price is correct.
If there is a significant price error in the products ordered, the order can be (partially) canceled by Teemanufaktur Pilatus.
Orders oblige the customer to accept the products and services.
Subsequent changes or cancellations of orders by the customer are not always possible and can be rejected.

Payment
We offer various options for paying for an order, including: Visa, Mastercard, Postfinance, Twint, invoice, advance payment.
Not all payment methods are available for all orders and customers. We reserve the right to make restrictions without giving reasons, e.g. due to the products ordered, due to the creditworthiness or experience with the customer, depending on the total value of the order or according to the technical availability of a means of payment.
The amount owed for an order is debited immediately with the payment options Visa, Mastercard, Postfinance, Sofortüberweisung and Twint.
When paying in advance, the order is only processed when the amount has been received in the Teemanufaktur Pilatus account.
A credit report can be obtained using the address details provided. This information is sent to a credit rating service provider. Apart from the address details, no information is provided to the service provider.
Retention of title applies: The goods remain the property of Teemanufaktur Pilatus until the customer has paid in full.

Late payment
Costs in case of late payment: Processing fee (at the earliest after two written reminders after the invoice date, when handed over to debt collection service providers) according to www.fairpay.ch.

The first reminder is sent by email without a reminder fee. The email address provided is chosen by the customer and managed accordingly. Second and third reminders are sent by post and a processing fee of CHF 5 or CHF 20 is due. When the matter is handed over to the debt collection service provider, an additional flat fee of CHF 50 is charged.

Delivery
We deliver the ordered goods to any desired address in Switzerland or Liechtenstein. Collection from Teemanufaktur Pilatus in Kriens is also possible.
The individual product pages in the shop show the time period in which the desired product can be shipped. In rare cases, particularly if there are delays with our suppliers, shipping can take longer than stated. As a rule, we then send the items that are already available as a partial delivery and the remaining items as soon as possible.
If an ordered product is no longer available, the order will be (partially) canceled and any amounts already paid will be refunded.
Claims for damages due to products that are delivered late or no longer available cannot be asserted.
Delivery is deemed to have taken place when the goods are handed over to the post office. Benefit and risk of the goods are transferred to the customer when they are handed over to the post office.
When an order is shipped, a confirmation is sent by email to the email address provided when ordering.
If refrigerated items are to be shipped, they cannot be shipped over the weekend, as otherwise uninterrupted cooling cannot be guaranteed.

Deliveries abroad are handled by a third party. The goods are cleared at the Swiss border and delivered to the EU duty-free. Outside the EU, customs costs and handling costs of the respective country apply.

Due to the complex customs clearance and processing, a delivery time of three weeks is to be expected for international shipments to the EU. Outside the EU, two months is not an exception. By making a purchase, the customer also accepts the corresponding delivery times. Customer service is always available to help the customer and tracks the packages if necessary.

Delivery costs For orders
under 100 francs, a fee of CHF 7.95 will be charged for postage and packaging.
There are no delivery costs when picking up the order.

Returns
We grant a right of return within five days of receipt of the goods.
This general right of return does not apply to products for which a delivery time of at least one week is specified (the information at the time of the order is decisive for this). We must first obtain such products ourselves and have no option of returning these goods to the manufacturer or reselling them, as they are niche products.
Food is also not covered by the general right of return.
The product must be returned in its original packaging, complete with all accessories and with the delivery note enclosed. Sealed and plastic-wrapped products can only be returned if they are unopened. Any seal must not be broken.
Returns are always possible if the product has defects that were already present when the product was received.
Returns must be sent back to us at the customer's expense. We will reimburse these return costs if the return was made due to a defect.
A return will result in handling costs of CHF 20, which must be paid by the customer, unless the return is due to a defect in the product.
Please check the products received immediately upon receipt. Any defects must be reported to us immediately in writing.
Teemanufaktur Pilatus is not obliged to provide a replacement or refund the purchase price if the defect complained of was caused by the customer or other parties after receipt of the goods.

Medications
Teemanufaktur-pilatus.ch lists medications from List D of the Swiss Medicines Institute Swissmedic. The following points do not apply to teemanufaktur-pilatus.ch, as medications are neither listed nor can be ordered there.
All of these medications on List D are not delivered by post and can only be picked up in the store at Luzernerstrasse 26, 6010 Kriens.
According to Swiss law, returning medications is not permitted, regardless of whether they have been used or not.

Data protection
The data protection declaration under Data protection declaration is an integral part of these terms and conditions. By accepting these terms and conditions, the customer also agrees to the data protection declaration.

Place of jurisdiction and applicable law
All legal relationships between Teemanufaktur Pilatus and the customer are subject to Swiss law. The Vienna Sales Convention does not apply.
Kriens is the place of jurisdiction for legal action.
These terms and conditions were last amended on December 20, 2024.