Terms and conditions
1. Definitions
Seller: Holipets SARL, Route d’Onnens 15, 1741 Cottens FR, registered under CHE-185.612.465.
Buyer: Any natural person or legal entity placing an order with the Seller.
Consumer: A natural person purchasing for personal use, unrelated to any business or professional activity.
Client: A buyer acting for business or professional purposes.
Store: The online shop available at holipets.shop through which Buyers place orders.
Product: Any item offered for sale in the Store as described on the respective product page.
Order: A binding purchase request made by the Buyer via the Store, specifying product, quantity, delivery, and payment details.
Contract: The agreement concluded between Buyer and Seller upon acceptance of the Order, governed by the Swiss Code of Obligations (CO/OR).
Delivery: The transfer of the Product to the Buyer or a designated third party at the agreed place.
Place of Delivery: The address or collection point specified by the Buyer in the Order.
Moment of Delivery: The time at which the Buyer or designated third party takes physical possession of the Product.
Payment: The agreed method and timing of payment for Products and delivery.
Proof of Purchase: An invoice or receipt issued according to Swiss VAT regulations.
Defect: Any physical or legal non-conformity of the Product with the Contract, including incompleteness, improper assembly, or encumbrance by third-party rights.
Postal Address: The complete mailing address including name, street, number, postal code, and city.
Complaints Address: Holipets SARL, Route d’Onnens 15, 1741 Cottens FR.
Contact Details: Holipets SARL, Route d’Onnens 15, 1741 Cottens FR, e-mail: hello@holipets.shop
2. General Terms
The contract between the Buyer and Seller is concluded in English and governed by Swiss law and these Terms & Conditions.
Delivery addresses must be located within Switzerland or the European Union, unless otherwise explicitly agreed.
The Seller undertakes to deliver goods and services free from defects in accordance with Swiss law.
All prices displayed by the Seller are in CHF or EUR and include applicable VAT. Delivery costs are not included and are specified separately in the delivery pricing section.
All timeframes indicated by the Seller are calculated in accordance with Swiss contract law principles.
Confirmation and storage of all essential contractual provisions for future access are ensured through:
a. An email confirmation of the order containing a pro forma invoice, information on the right of withdrawal, these Terms & Conditions in PDF format, a withdrawal form in PDF, and links to download these documents;
b. Physical delivery of a printed receipt/invoice and legally required withdrawal documents together with the shipment.The Seller provides information about any third-party warranties applicable to the products.
No fees are charged by the Seller for communication via electronic or remote means. The Buyer bears only the standard costs charged by their service providers.
The Seller guarantees proper functionality of the online store on current versions of Chrome, Firefox, Safari, Opera, and Edge browsers, with JavaScript and cookies enabled, and on devices with screen widths of at least 1024 pixels.
Buyers may choose to save their login credentials for faster checkout; they are responsible for maintaining the confidentiality and security of these credentials.
The Seller commits to complying with applicable Swiss codes of good practice and consumer protection standards.
The Buyer agrees to:
Refrain from submitting unlawful, offensive, or disruptive content;
Use the online store lawfully and without impairing its operation;
Avoid spam or abusive behavior;
Use content from the store solely for personal, non-commercial purposes;
Comply with Swiss law, these Terms & Conditions, and generally accepted online etiquette.
3. Contract Conclusion and Fulfillment
- Orders may be placed 24/7.
- To place an order, the Buyer must:
- add a product to the cart;
- select delivery method;
- choose payment method;
- indicate delivery address;
- confirm by clicking “Order and Pay”.
- A contract with a Consumer is concluded upon order placement.
- For cash-on-delivery orders, fulfillment starts immediately. For prepaid orders, processing begins upon receipt of payment (up to 3 business days), unless otherwise agreed.
- A contract with a Client is concluded when the order is accepted by the Seller, confirmed within 48 hours.
- Client orders are processed upon contract conclusion and payment confirmation, unless agreed otherwise.
- Order dispatch occurs within the timeframe listed on the product page. For multi-item orders, the longest product lead time applies.
- The purchased product, along with the invoice or receipt and the necessary documents mentioned in §2(6b), is delivered using the selected delivery method to the indicated address.
4. Right of Withdrawal
- Although Swiss law does not require a statutory right of withdrawal for online purchases, Holipets voluntarily grants Consumers the right to return eligible products within 14 days of delivery without giving a reason.
- Returned products must be unused, in their original condition and packaging.
- This right of return does not apply to perishable goods, such as fresh or frozen pet food, or to opened cosmetics, supplements, or hygiene products for health and safety reasons.
- The Consumer is responsible for the cost of return shipping, unless otherwise agreed.
- Refunds will be issued using the original payment method within a reasonable time after the returned item has been inspected and approved.
5. Warranty for Defects
- The Seller is liable to the Buyer for any physical or legal defects in the goods in accordance with Articles 197–210 of the Swiss Code of Obligations (CO).
- If the delivered product is defective (e.g. it lacks promised qualities or is unfit for its intended use), the Buyer has the right to:
- Demand a reduction in the purchase price (reduction);
- Withdraw from the contract (rescission), unless the defect is minor;
- Request replacement or repair of the product, if applicable and feasible.
- To exercise warranty rights, the Buyer must inspect the goods upon receipt and notify the Seller of any defects without delay (generally within 7 days of discovery). Hidden defects must be reported as soon as they are discovered. Failure to notify within a reasonable time may result in the loss of warranty rights.
- The warranty period for new goods is two years from the date of delivery. For used goods, the warranty may be contractually limited to one year. Any contractual limitation of warranty does not apply in cases of willful concealment of defects.
- If a defect is confirmed, the Seller will bear the costs of replacement, repair, or return of the defective item, provided the Buyer has complied with the obligations to notify and return the item within a reasonable period.
- The Buyer must return or make the defective item available to the Seller for inspection, depending on the nature of the product. If replacement or repair is not possible or would involve disproportionate costs, the Seller may propose an alternative solution, such as a refund or price reduction.
- Nothing in this clause limits the Buyer’s statutory rights under Swiss law, nor the right to claim damages under the general liability provisions of the Code of Obligations (Art. 97 CO et seq.).
6. Privacy Policy and Data Security
- The Seller (Holipets SARL) acts as the data controller of the personal data provided by Buyers through the online store.
- The Seller commits to protecting personal data in accordance with the Federal Act on Data Protection (FADP) effective as of September 1, 2023, and applicable Swiss legislation regarding electronic commerce.
- By providing personal data during the ordering process, the Buyer consents to its processing by the Seller solely for the purpose of fulfilling the contract and related services.
- The Buyer has the right to access, rectify, update, restrict, or delete their personal data at any time by contacting the Seller.
- Further details regarding the collection, processing, and storage of personal data are outlined in the Privacy Policy available at: holipets.shop/privacy-policy
7. Final Provisions
No provision of these Terms and Conditions shall be interpreted as limiting or infringing the Buyer’s mandatory statutory rights under Swiss law. In case any provision conflicts with applicable law, such law shall prevail and the Seller will apply it in place of the conflicting provision.
Registered Buyers will be informed by email (to the address provided at registration or order) about any amendments to these Terms and Conditions at least 30 days before such amendments take effect. Changes are made to ensure compliance with applicable legal requirements or to improve the service.
The current version of these Terms and Conditions is always accessible on the website at holipets.shop/terms-and-conditions (or the relevant URL). The Terms and Conditions accepted at the time of order placement shall govern the contractual relationship, unless the Buyer expressly agrees to the updated version, especially if it offers more favorable terms.
Matters not regulated in these Terms and Conditions shall be governed by the relevant provisions of Swiss law.
Disputes arising from the contractual relationship may, upon the Consumer’s request, be submitted to mediation or arbitration before a competent Swiss dispute resolution body.
The Buyer may also seek to resolve disputes through other lawful pre-court or out-of-court procedures available under Swiss law.
As a last resort, disputes shall be submitted to the competent Swiss courts having jurisdiction over the matter and the Seller’s registered office.