General terms and conditions
nettoshop.ch or the online shop www.nettoshop.ch is a website provided by Swiss Household Services AG, Industrie Haslen 3, 9245 Oberbüren.
The General Terms and Conditions (hereinafter referred to as GTC) regulate the comprehensive terms and conditions and services between Swiss Household Services AG (hereinafter referred to as nettoshop.ch) and its customers.
All correspondence must be made via nettoshop.ch Customer Service, Industrie Haslen 3, 9245 Oberbüren or using the contact form.
The range of offers on the online shop www.nettoshop.ch is aimed at customers resident in Switzerland or the Principality of Liechtenstein. The offers are subject to change and are not to be understood as binding offers.
The Customer receives a non-binding order confirmation by e-mail. This order confirmation does not represent an acceptance of the offer, but is only intended to inform the Customer that the order has been received by nettoshop.ch. nettoshop.ch particularly reserves the right not to accept orders if quantities of an item are ordered which exceed that of a normal household.
A purchase contract is only concluded upon confirmation of dispatch (dispatch confirmation) or when the ordered goods are ready for collection.
Orders are accepted via the website www.nettoshop.ch, in a physical nettoshop.ch shop, by telephone or in writing by email or post. If after confirming the order it is determined that an item is not available, the corresponding order will be cancelled. The Customer may not assert further claims against nettoshop.ch.
The delivery date stated in the offer or in the confirmation of receipt of the order is only offered as a guideline and is not binding. In the event that nettoshop.ch is unable to meet a delivery date, the Customer may cancel the order after 20 working days from the originally communicated delivery date, after notifying Customer service in writing. Should the Customer terminate the contract, without exception, no claims for damages can be made against nettoshop.ch.
nettoshop.ch is entitled to carry out partial deliveries. If part of the ordered goods cannot be delivered, this does not entitle the Customer to cancel the entire order. The Customer cannot assert any further claims.
Delivery is made exclusively to addresses in Switzerland and the Principality of Liechtenstein at the Customer’s risk and expense. Delivery is generally only made to the Customer's post office box or to the kerbside in front of the delivery address.
In the event of refusal to accept the ordered goods as well as in the event of non-collection from a nettoshop.ch sales outlet within 20 working days, nettoshop.ch expressly reserves the right to withdraw from the purchase contract. In each of these cases, the Customer shall owe a handling fee of 20% of the total order value amounting to at least CHF 50.00 plus any logistics and storage costs.
The Customer undertakes to check the delivered/collected goods immediately for correctness, completeness and intactness. Damages to the delivered/collected goods must be reported as soon as possible, or at the latest within 5 working days after delivery, to the transport company who made the delivery and to nettoshop.ch. In the event of complaints, all parts of the original packaging must be kept. These may only be disposed of with the written consent of the transport company or nettoshop.ch.
nettoshop.ch has the right to change prices at any time. The price published at the time of the order applies. Price changes made after the order is placed will not be taken into account.
All prices published on the online shop www.nettoshop.ch include value added tax (VAT) and the advance recycling fee (ARF) in Swiss francs. Additional costs (e.g. shipping costs, packaging costs, surcharges for certain payment methods, transport guarantee, services and installation fees) are not included in the price; these are indicated separately and may be charged in addition. We reserve the right to make technical changes, errors and misprints.
The payment methods indicated on the online shop www.nettoshop.ch are valid. nettoshop.ch may exclude individual payment methods in general or for individual customers without further justification. nettoshop.ch has the right to impose surcharges on individual payment methods. nettoshop.ch reserves the right to obtain credit checks concerning the Customer and may forward Customer data to third parties for this purpose.
When paying by invoice (only for private customers), the billing and delivery address must be the same. You will receive the invoice from Paycard (Retail Marketing Switzerland AG). This can be paid in instalments if certain conditions are met. If the customer is in default of payment in whole or in part, default interest of 1% per month and reminder costs of CHF 20.00 for each reminder will be charged. For more detailed terms and conditions, please refer to the GTC for invoicing (GTC for invoice). Nettoshop.ch may also cancel and/or stop all further orders without reminder until the entire debt has been paid. Further claims for damages are expressly reserved. nettoshop.ch also has the right to assign outstanding debts to external debt collection agencies.
When purchasing with debit and credit cards, the charge is made at the time of the order. The data for payments via credit and debit cards are transmitted in encrypted form. When purchasing via prepayment, the order will only be triggered when the corresponding payment has been received by nettoshop.ch. The desired items cannot be reserved during this time. If goods are in short supply, it may be the case that goods listed as "in stock" can no longer be delivered immediately until the order is triggered. If nettoshop.ch does not receive the payment within 20 days, nettoshop.ch may cancel the order. If the Customer has agreed to collect the ordered goods at a nettoshop.ch pick-up point, the entire purchase price including additional costs must be paid upon collection at the latest.
The products delivered by nettoshop.ch or collected by the Customer remain the property of nettoshop.ch until the entire purchase amount (including all surcharges) has been received by nettoshop.ch. The Customer undertakes to treat the products with care as long as they remain the property of nettoshop.ch.
All unused, as-new standard stock items can be returned within 14 days in their original packaging on presentation of the order confirmation. The return periods apply from the date of dispatch. The procedure is described in the Help Centre.
The following products are excluded from the right of return:
- Already used items
- Opened hygiene articles such as toothbrushes, razors, smartwatches, etc. (if available, hygiene seal broken)
- Opened consumables such as batteries, rechargeable batteries, filters, etc.
- Barbecues that have been put into operation and all barbecue accessories
- Items that Nettoshop.ch has specially ordered on behalf of the customer
- Second-hand appliances, individual items and all items from the bargain section
Nettoshop.ch reserves the right to offset the refund amount against any delivery and installation services already provided, as well as to deduct at least 10% of the purchase price for opened packaging. The refund will be made using the same payment method as for the purchase. The customer must send the products at their own expense to the address or location specified by Customer Service.
7.1. Scope of guarantee
nettoshop.ch grants the Customer a guarantee on the purchased products. In the event of a guarantee claim (i.e. in the event of defects that occur before or after the product or goods have been handed over to the Customer, or which are already present), the Customer is entitled to rectification, replacement or cancellation of sale. The choice of the method to remedy defects lies with nettoshop.ch or the manufacturer. If nettoshop.ch or the manufacturer decides to cancel the sale, the Customer will be refunded the current value of the defective appliance. There is no entitlement to a free replacement appliance while defects are being repaired. The following are excluded from the guarantee:
- natural hazards;
- moisture damage;
- damage caused by impact or falls;
- natural wear and tear;
- lack of descaling of household appliances;
- software problems;
- maloperation;
- damage due to external influences;
- interference with or modifications to the product;
- wearing parts such as batteries, accumulators, projection lamps and housing parts.
The statutory warranty is excluded in full.
7.2. Guarantee period and manufacturer's guarantee
The guarantee period is indicated on the delivery note for each item. This period is at least two years for new appliances and begins at the time of delivery or collection for each product. If the defect is remedied or replaced, the guarantee period will not be extended. The delivery note is valid as the guarantee certificate and must be kept in a safe place.
7.3. Procedure in the event of defects
If a defect exists that is not specified as lying outside the guarantee, the Customer should contact the nettoshop.ch Customer Service. Third-party repair costs shall not be reimbursed. The Customer shall return the defective product at their own expense and risk to the service point listed on www.nettoshop.ch or to the place specified by nettoshop.ch Customer Service. Products must be sent with all accessories in the original packaging enclosing the sales receipt/delivery note. If the original packaging is missing, the product must be packed in a manner suitable for transport. If it is determined that a returned product is not covered by the guarantee (because the reason is excluded from the guarantee or the item is outside of guarantee period), an estimate of the expected repair costs will automatically be generated. This can be charged to the Customer. If the Customer decides to have a repair carried out, the cost estimate will not be credited to them. If the Customer does not respond to the cost estimate within the time limit, the product will be disposed of. Returned products that do not exhibit a defect, that are sent to a wrong address, whose return was not agreed upon and/or whose packaging was defective or whose accessories are missing may be returned to the Customer. In these cases, nettoshop is entitled to claim compensation for the loss of revenue.
7.4. Guarantee extension
The Customer has the option to conclude a guarantee extension offered by nettoshop.ch for another 24 months after the guarantee period has expired. For guarantee extensions, the corresponding terms and conditions apply.
8.1 Start and term of the guarantee extension
The guarantee extension is granted at the time of purchase or before the expiry of the guarantee period granted at the time of purchase (cf. Section 7.2 of the GTC).
The guarantee extension prolongs the guarantee period granted in accordance with the GTC (cf. Section 7.2 of the GTC) by a specific contractual term depending on the appliance (large or small appliance).
The minimum contract term of one year begins when the guarantee on the appliance expires and is limited to a maximum of 10 years, depending on the appliance classification. When the GE expires, nettoshop will offer a «reduced» guarantee extension which will only cost 50% of the premium and covers repair costs, labour, administration and a fixed amount for travel.
8.2 Geographical scope of application
The guarantee extension is valid within Switzerland and the Principality of Liechtenstein.
8.3 Scope of guarantee
The provisions concerning the scope of the guarantee and the procedure to be followed in the event of defects pursuant to Section 7.1 and Section 7.3 of the GTC apply.
Services covered and operating faults
For all appliances which are intended for private or commercial use and have been designed and are used accordingly.
- Type A: On-site service for large appliance
Covers all repair costs, spare parts, working time and administration including mileage allowance (excl. on-call service surcharge).
- Type B and C: Bring-in service for small appliance
Covers all repairs, parts, labour and administration excluding mileage allowance
In the event of repairs that do not make sense for financial or technical reasons, nettoshop is entitled to replace the defective appliance with one of equivalent value. The guarantee period ends with the expiry of the GE.
8.4 Consequential damage cover
Valid only for washing machines, tumble dryers, refrigerators and freezers.
The guarantee extension covers consequential damage to entrusted property occurring due to an equipment defect up to a maximum of CHF 600:
- Damage to frozen food due to an equipment defect, provided that the equipment is properly monitored (error message before the temperature rises above -12°C)
- Damage to laundry as a result of an equipment defect
Consequential damage not covered:
- Damage to laundry due to incorrect operation
- Damage to frozen goods due to power failure
8.5 Warranty/guarantee
The following are excluded from the guarantee (list is not exhaustive):
- General wear and tear parts
- Normal degradation of performance of batteries and light sources
- Heat damage in the case of displays
- Damage due to foreign bodies, incorrect handling or mechanical damage, damage caused by dropping, impact or damp
- Excessive or commercial use, defects due to tampering or modifications
- Overdosing or incorrect dosage (candied coffee beans, detergents, etc.)
- Limescale formation, leaking batteries, data loss, data damage, software errors, computer viruses
- Modifications made to the object, operating errors
- Natural events, frost, lightning strike, etc.
- Failure to observe instructions for maintenance and use
Orders for GE repairs must be placed only through nettoshop. No claims may be made for cost reimbursement for third-party repairs.
If no fault can be established or the fault was not caused by the insured appliance, the costs of travel, testing, etc. may be invoiced.
8.6 Change of residence
Changes of address must be notified in writing before the removal to nettoshop.ch, Swiss Household Services AG, Industrie Haslen 3, 9245 Oberbüren.
8.7 Payment
Where large appliances are concerned, the customer has the option of paying for the first year of the commencing guarantee extension directly when they purchase the appliance; following this, they will receive an annual invoice, which is payable net within 30 days.
Otherwise, in the case of large appliances, the customer will automatically receive the invoice for the first year of the commencing guarantee extension at the end of the appliance guarantee granted at the time of purchase (cf. Section 7.2 of the GTC). The invoice, which is payable net within 30 days, is issued annually.
In the case of small devices, the customer has the option to conclude the one-time extension for the additional two warranty extension years directly with the purchase of the device. This can only be concluded and paid directly with the purchase of the small device. After the completion of the purchase/payment, no warranty extension can be subsequently concluded for small devices.
8.8 Extension and termination
The guarantee extension can be terminated by either party in writing. In the case of large appliances, the guarantee extension is otherwise tacitly extended by a further year to ensure that there is no interruption in the guarantee coverage.
No advance notice is given of price adjustments made within the scope of the Swiss consumer price index or changes in the VAT rate; these also do not entitle the Customer to terminate the contract without notice.
These General Terms and Conditions may be amended at any time. Swiss law is exclusively applicable, with the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISAG). Alternatively, the place of jurisdiction is at the domicile of the Customer, at the headquarters of nettoshop.ch in Oberbüren.
CHF 100.00 will be charged for the issuance of a payment order and/or debt collection/withdrawal request.
Delivery is carried out exclusively to addresses in Switzerland and the Principality of Liechtenstein at the Customer’s risk and expense. Delivery is generally only made to the Customer's post office box or to the kerbside in front of the delivery address (Section 3 of the General Terms and Conditions).
Orders can also be collected from the nettoshop.ch showroom in Volketswil.
The type of shipping is dependant on weight and is either carried out by the parcel service provider (parcels up to 30kg exclusive general cargo) or a forwarding agent.
The following delivery options can be selected:
Free parcel delivery
In the case of free delivery by parcel service provider, all postage costs are already included in the net prices (incl. VAT and all mandatory fees) without exception. Deliveries are made from our warehouse or directly from the warehouse of the manufacturer / supplier. Therefore, it may happen that orders with several items of equipment are delivered in several shipments and on different days - of course without additional costs. For ecological considerations, the product is usually shipped in the original packaging. Deliveries are usually made within 1-5 working days (Mon - Fri) after ordering or the corresponding receipt of payment at nettoshop.ch.
Delivery on the next working day
Orders shipped from our own warehouse will be delivered the next working day (Mon-Fri) via DPD if ordered before 9pm. Exceptions are deliveries over 30kg and payment in advance.
PostPac Swiss Express "Moon"*
The PostPac Swiss-Express Moon variant ensures even faster delivery of the ordered product. If the Contracting Party places an order from Monday to Friday by 5 p.m., they will receive the product the following day (Monday to Saturday excluding public holidays) by 9 a.m. at the latest. The following packaging variants are available for this delivery variant:
- Product in original packaging CHF 29.00
Forwarding agent kerbside delivery
Free forwarding agent delivery includes delivery to the kerbside. The transport costs for this variant are already included in our net prices (including VAT and all obligatory fees) without exception. Deliveries are made from our warehouse or directly from the warehouse of the manufacturer/supplier. It may occur, therefore, that orders containing several appliances are sent in several shipments and on different days – of course without any additional charge. The desired delivery date can generally be chosen. If this is not possible, you will be notified of this by telephone. Appointments for appliance deliveries (kerbside) via a forwarding agent (parcels over 30kg or general cargo) are agreed independently with the contractual partner, depending on the forwarding company or the manufacturer's logistics. Fixed delivery times cannot be guaranteed. It is therefore necessary for someone to be available to accept delivery on the agreed delivery date. Forwarding agent deliveries are usually carried out within 2-5 working days (additional effort for dispatching via a forwarding agent) after receipt of order or the corresponding receipt of payment by nettoshop.ch. In the case of delivery by forwarding agent, level (flat) truck access must also be guaranteed up to the first lockable front door. If direct delivery is not possible, the last mile must either be taken over at the Customer's own expense or a new date must be agreed subject to a corresponding surcharge.
In addition, you can select whether you want to dispose of the old appliance:
- Forwarding agent kerbside delivery without old appliance disposal Free CHF 0.00**
- Forwarding agent kerbside delivery with old appliance disposal CHF 49.00**
- For express deliveries, the indicated price surcharge of CHF 19.90 will be applied.
Direct delivery to an upper floor inc. disposal of packaging**
Delivery to an upper floor includes additional delivery of the appliance to an upper floor by two people, unpacking of the appliances and the disposal of the packaging material at the location in Switzerland or the Principality of Liechtenstein specified by you. The surcharge for direct delivery to an upper floor is added directly to the product per appliance, since this can deviate depending upon type of appliance. This type of delivery usually takes place within 3-5 working days after receipt of order or receipt of payment in the case of prepayment. You will be notified of the delivery date by phone, so it is important to provide us with the correct phone numbers when ordering. The Contracting Party is responsible for ensuring that the dimensions of all stairs, doors and corridors are wide enough to enable free access so that the appliances including the packaging can be transported without difficulty. Please note that the nettoshop.ch forwarding agent partner is entitled to charge you directly for the additional effort in the event of very difficult conditions (e.g. difficult access to the building, narrow passages/doors, etc.).
Additional variants of this delivery can include the option for additional disposal of the old appliance.
Direct delivery to an upper floor without disposal of old alliance:
- Direct daytime delivery to an upper floor on working days without disposal of old appliance (Monday-Friday) For direct daytime delivery to an upper floor until 5 p.m. on working days without disposal of old appliance, we charge our regular flat fee**.
Direct delivery to an upper floor with disposal of old appliance:
This delivery type includes the collection an old appliance (no disassembly) for disposal. The number of appliances to be taken for disposal may not exceed the supplied number of devices.
- Direct daytime delivery to an upper floor on working days with disposal of old appliance (Monday-Friday) For direct daytime delivery to an upper floor until 5 p.m. on working days with disposal of old appliance, we charge our regular flat fee**.
Delivery and assembly incl. disposal of old appliance
Specialist assembly includes delivery to the desired floor or basement, unpacking of the appliance, assembly, installation and commissioning, as well as disposal of the accompanying packaging material and return of an old appliance for disposal. The number of appliances to be taken for disposal may not exceed the supplied number of devices. Specialist assembly is usually carried out within 3-8 working days (additional effort for dispatch) after receipt of order or the corresponding receipt of payment by nettoshop.ch. The nettoshop.ch assembly partner will independently arrange an appointment directly with the Contracting Party. Fixed delivery times cannot be guaranteed. It is therefore necessary for someone to be available to accept delivery on the agreed delivery date. The Contracting Party is responsible for ensuring that the dimensions of all stairs, doors and corridors are wide enough to enable free access so that the appliances can be transported without difficulty. Please note that the nettoshop.ch assembly partner is entitled to charge you directly for the additional effort in the event of very difficult conditions (e.g. difficult access to the house, delivery to higher floors without lift, narrow passages/doors, etc.). For car-free locations, delivery will be made to the valley station or as far as access is possible with normal road vehicles. Costs caused by additional means of transport (e.g. furniture lift, forklift, electric transporter, etc.) or additional expenses due to long distances to the destination shall be borne by the customer. Special transports with local transporter or delivery team are to be organized in advance by the customer.
In the case of glass ceramic, induction plate and extractor hood assembly, delivery includes one hour of specialist assembly work. The nettoshop.ch assembly partner will charge additional time at an hourly rate of CHF 141.00. Specialist assembly includes installation using an existing water connection and/or your existing electrical supply (230 volts or 400 volts). All additionally required adjustments to your home installations (such as the laying of power cables, extension sockets, additional sockets, etc.) are not included. Adjustments to wood decor fronts and the removal of kitchen skirting are also not included within the scope of the order. Repair work and furniture adjustments due to dimensional differences are also not included. We would like to point out that the nettoshop.ch assembly partner will invoice any such additional expenses directly.
Delivery and assembly flat rates:
- Daytime delivery and assembly on working days (Monday - Friday) For daytime delivery and assembly until 5 p.m. on working days, we charge our regular flat rates, which can be seen in the shopping cart per appliance type.
* The flat rates are listed per appliance. The additional services of the post office including the indicated delivery times are only offered if the product is immediately available from our own warehouse, or if it is available at the time the corresponding payment is received by nettoshop.ch.
Additional services with deliveries on the following day are only guaranteed on working days. With specific regard to the PostPac Priority, please note that the order must be received by 5 p.m. on a working day so that the product can be delivered on the corresponding day (the following Saturday).
The working days and public holidays of the canton of St. Gallen generally apply to all items sent by Swiss Post. On 23 December and 30 December, this service can only be offered conditionally (depending on the post office).
** The flat rates are listed per appliance. The respective flat rates are indicated separately on each item.
Transport damage from parcel shipments
All transport damages from parcel shipments must be reported to the appropriate office within 5 working days after delivery without exception:
- In the case of delivery by Swiss Post: In written form via the Swiss Post damage form.
- For delivery by DPD: Via the contact form of nettoshop.ch.
Transport damage from forwarding agent deliveries (delivery and direct delivery to an upper floor)
All transport damages from forwarding agent deliveries (deliveries and direct deliveries to upper floors) must be reported to nettoshop.ch without exception within 5 working days after delivery as follows:
- In written form (indicating the Customer address and the order number)
- Picture material (photo of the packaging, the type plate as well as the damage)
- Via our contact form
Transport damage from specialist assembly
All transport damages from deliveries as well as assembly and installation damages must be reported without exception to nettoshop.ch within 48 hours as follows:
- In written form (indicating the Customer address and the order number)
- Picture material (photo of the packaging, the type plate as well as the damage)
- Via our contact form
Transport guarantee
The transport guarantee is a guarantee against damage and loss during transportation. By taking out the transport guarantee, your order is insured against actual damage during transportation (up to a maximum of the value of the goods at the time of ordering). If the goods are delivered by our own specialist staff, they are fully insured.
Orders can be collected from the following locations after successful online purchase and corresponding confirmation:
nettoshop.ch shop in Volketswil, Free CHF 0.00*
All appliances can be paid for and collected free of charge in the showroom (no minimum order value). These payment methods are accepted. When collecting an order that was placed via invoice or partial payment, an official ID must be presented/shown.
- Address: nettoshop.ch, Industriestrasse 16c, 8604 Volketswil - How to find us
- Phone: 058 455 98 40
- Opening hours: MO - FR 9.00 a.m. – 1.00 p.m. & 2.00 p.m. – 6.00 p.m., SA 9.00 a.m. – 4.00 p.m.
* Please note that if an appliance is marked as available in our shop, it might not be available immediately at the pick-up location. Upon receipt of the order, the product will be delivered to the desired pick-up location within 2-5 business days. Once the goods are delivered there, you will be notified that they are ready for collection in writing or by telephone.
Goods are generally prepared for delivery on the same day after receipt of payment. A credit card payment is equivalent to an instant payment. We recognise the following statuses in the shop:
Immediately available from our own warehouse or from the supplier's logistics centre. You will receive the goods within 2-5 working days (calculated from receipt of payment). This information relates to the option "self-assembly" and "delivery by post/forwarding agent". When choosing the "specialist" option, delivery is usually made within 3-8 working days; when choosing the "Direct delivery to an upper floor" option it is within 2-5 working days (additional effort for dispatching).
The delivery time is about 4-6 days; but without any guarantee. Clarification with the supplier is a prerequisite in this case. In addition, we ask you to take note of any delivery comments in the product description.
The item is currently not available and can only be delivered again from the specified date. Unless the manufacturer can provide a date, the delivery delay is unspecified. Delivery will be made as soon as the item is available again.
In the case of custom-made products ex works (hose extensions, re-banding of doors and hot/cold water connection), the delivery time may be extended by 1-3 working days.
Exceeding the determined delivery dates does not entitle the purchaser to claim damages.