Terms of Use


The general terms and conditions of sale (hereinafter referred to as the “T&Cs”) govern the relationship between Helvetiq Sàrl (hereinafter referred to as “HELVETIQ”) and each person (hereinafter referred to as “the Customer”) who acquires a product via the online shop (www.helvetiq.com, hereinafter referred to as the “Online shop”) or directly from HELVETIQ. HELVETIQ and the Customer (the “Parties”) are contractually bound by the T&Cs upon HELVETIQ’s confirmation of the customer’s order. Before confirmation of the order, the Customer acknowledges that s/he is aware of the T&Cs and explicitly declares that s/he has read and accepted them without reservation. Furthermore, the Customer accepts that the content of the order confirmed by HELVETIQ is a legally binding commitment for the Customer.


Information on HELVETIQ: 

HELVETIQ Sàrl, Avenue des Acacias 7, 1006 Lausanne, Switzerland

Customer Service contact information:
HELVETIQ Sàrl, Customer Service, Mittlere Strasse 4, 4056 Basel, Switzerland
Tel.: +41 78 712 77 29
Email address: info@helvetiq.ch


1. Products


The information, characteristics, photographs and illustrations presented on the Eshop, the pages hosted by Helvetiq on social networks as well as in the communications sent by Helvetiq are presented with the greatest possible accuracy and are intended to inform the Customer as fully as possible about the essential characteristics of the Products. However, these are given as an indication and are not contractual.


Helvetiq commits to honor the orders received, within the limits of available stocks. In the event that the Product(s) is (are) not available, Helvetiq undertakes to inform the Customer as soon as possible and to reimburse the Customer without delay and at the latest within thirty days of payment. Helvetiq reserves the right to modify the product range at any time.

Intellectual property

The content of the site is the property of Helvetiq and is protected by the laws relating to intellectual property. Any total or partial reproduction of this content is strictly forbidden and is likely to constitute an infringement of copyright.


2. Placing an order

A firm order has been placed once the Customer validates his/her order by clicking ‘Place order’ on the confirmation page. By placing an order, the Customer makes an offer to HELVETIQ to buy the products that s/he has selected. HELVETIQ reserves the right to accept or reject this offer at its sole discretion.

HELVETIQ shall send confirmation of acceptance of the Customer’s order to the email address provided by the latter when registering on the Online shop. This confirmation is effective at the time that HELVETIQ sends a confirmation email to the Customer. This confirmation e-mail triggers the conclusion of a contract between the Customer and HELVETIQ.

HELVETIQ reserves the right to reject or cancel any order from a Customer with whom there is a dispute relating to the payment of a previous order, or to do so if it believes, at its sole discretion, that the order is unlawful, impossible or immoral.

The Customer must verify the completeness and conformity of the information provided to Helvetiq. Helvetiq shall not be held responsible for any input errors and the consequences in terms of delay or error in delivery. In this context, all costs incurred for the reshipment will be charged to the Customer.

Order Confirmation

An e-mail is automatically sent to the customer to confirm the order, provided that the e-mail address indicated in the registration form does not contain any error.

Order cancellation

Orders placed on the Eshop cannot in principle be cancelled by the Customer. In exceptional cases, however, Helvetiq may, at its own discretion, respond to requests for cancellation made to customer service within a short period of time after the order has been placed, provided that the order has not yet been processed.


3. Pricing

The price of the Product can be viewed at each stage the buying process. In the event of a Product pricing error, HELVETIQ reserves the right to modify this price, giving the Customer the option to cancel the order if they do not accept the new price:

  • Prices are shown in Swiss francs (CHF) and in Euros (EUR) for orders placed outside of Switzerland.
  • VAT and customs duties are included in the total amount shown, on the websites for all orders to Switzerland, France, Belgium, Germany.
  • The prices do not include delivery costs, possible promotional offers and personal discounts, indicated before the final validation of the order.
  • An order confirmed by HELVETIQ constitutes irrevocable acceptance of the price by the Customer.
  • Helvetiq reserves the right to modify the price of the products at any time.


4. Payment methods

The payment system is secured in accordance with the current standards in this field. All information relating to payment cards is protected. Transaction safety is guaranteed by the SSL (Secure Sockets Layer) protocol. Information relating to the credit card used is transmitted directly to the bank without passing through the HELVETIQ server.

The following payment methods are accepted by HELVETIQ according to the country in which the order has been placed: 

For Switzerland only: 

  • Visa, Mastercard, Postfinance Card, Postfinance E-finance, Paypal, Twint.

For other countries: 

  • Visa, Mastercard, Paypal


5. Delivery

Products ordered by the Customer are sent according to the information provided by the Customer at the time of his/her order. If the information provided is incorrect, HELVETIQ shall not be held liable for failure to deliver the Products and meet deadlines. Orders shall be processed on the basis of the stock available. In order to ensure fast delivery, if a selected Product is unavailable, HELVETIQ shall suggest a similar replacement Product to the Customer by email. 

The Products are delivered by a third party company mandated by HELVETIQ on behalf of the Customer (Planzer or UPS or company mandated to transport the Product on behalf of the Customer (the “Courier”)). The risk associated with the Product ordered by the Customer is transferred to the latter at the time of the Product’s delivery to the Customer by the Courier. 

5.1 Delivery time

HELVETIQ shall make commercially reasonable efforts to process the Customer’s orders quickly. 

Switzerland: Delivery in 1-3 days, via Swiss Post
Shipping costs: 5 CHF. Free delivery from 36 CHF.


Outside Switzerland: Delivery in 3-7 days, via UPS carrier

France, Germany, Belgium
Delivery in 3-5 days, via UPS carrier
Delivery at Home: 10€
Free delivery from 70€
VAT, customs fees and other taxes are at the charge of Helvetiq.
Other countries, except Switzerland, France, Germany, Belgium
Delivery in 3-7 days, via UPS carrier
Delivery at Home: 25€
The VAT, the possible customs charges and other taxes are the responsibility of the Customer.


The delivery time starts from the day the order confirmation email is sent to the Customer. It depends on the Carrier and Helvetiq does not guarantee its respect. It varies according to the delivery method chosen and the country of delivery. Delivery times are given as an indication. No reimbursement of shipping costs or order fees will be made in the event of delivery within a longer period than those indicated, including in the event that the carrier does not leave a delivery notice.

In particular, but not exclusively, HELVETIQ shall not be held liable for non-performance or late performance of the contract in the event of force majeure (i.e. any event beyond the control of HELVETIQ, which could not reasonably be foreseen at the time of conclusion of the order contract, the effect of which cannot be avoided by appropriate measures and which prevents HELVETIQ from fulfilling its obligation), and in particular in the event of natural disaster, war, strike, pandemic, supplier lock-out and/or lock-out of third-party service providers, etc. In such cases, and as far as possible, HELVETIQ shall inform the Customer by sending an email to the address provided by the latter. Communication via email is explicitly permitted.


6. Returns and refunds

The Customer has a right of return of 14 days from the receipt of the goods. To exercise this right, he/she just has to send an email to info@helvetiq.ch indicating his/her decision to return. Helvetiq will then send by email, an authorization of return as well as indications concerning the procedure to follow. As of the reception of this email, the Customer has 14 days to return the goods. The product must be returned in its original packaging, in its original condition, new and unused. Once the goods have been received, Helvetiq will proceed with the refund using the same payment method as the one used for the purchase, within 14 days. The customer is responsible for the return shipping costs.


7. Protection of personal data and promotional use of the Product ordered

The relevant provisions on the collection and processing of the Customer’s personal data are made in compliance with the privacy policy available on our Websites:

Privacy Policy


8. Limitation of liability in connection with the Websites

HELVETIQ endeavours to ensure that its Websites function correctly. However, should a fault occur despite these efforts, HELVETIQ shall notify customers on its homepage of the resumption of its services as soon as possible. HELVETIQ also disclaims all liability in the event of late delivery as well as any liability for consequential damage relating to the use of the Websites.


9. Severability and modification of these T&Cs

In the event that one of the provisions of these T&Cs is declared illegal, void or inapplicable as a result of a court decision, such a provision shall become null and void, but its illegality or inapplicability shall not, as far as possible, have any effect on or limit the other provisions of these T&Cs. The descriptive terms used in the article titles are provided for convenience and for reference purposes only, and are not intended to define, limit or describe the scope of the articles that they precede. 

HELVETIQ reserves the right to modify these T&Cs at any time, in particular in the event of a change in legislation between the order and delivery dates. When a new version of the T&Cs is published, the previous versions shall cease to be valid.


10. Place of jurisdiction

The place of jurisdiction is the Customer’s usual residence.


11. Receipt

The communications sent within the framework of these T&Cs are deemed to have been sent validly (i) in the case of the Customer to HELVETIQ through the Customer’s account or, in the absence of a Customer account, through the contact form available on our Websites, and (ii) in the case of HELVETIQ to the Customer, to the email and/or postal address of the Customer provided during the ordering process. Unless explicitly agreed otherwise, communications shall take effect when they are received by the respective recipient. The relevant time frame shall commence on the date of receipt. If the last day of a time frame is a public holiday or a non-business day at the residence or place of business of the recipient, the time frame shall not be extended.


12. Applicable law

The law of the country in which the Customer has their usual residence shall apply exclusively to these T&Cs, to the exclusion of (i) the United Nations Convention on Contracts for the International Sale of Goods (CISG) and (ii) provisions relating to conflicts of law. (e.g. the Federal Act on International Private Law (IPLA)).

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