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General Terms and Conditions

https://vendex.ch is a service of VENDEX AG and will hereinafter be referred to as "we", "our", etc.

Service

 We do everything possible to offer high-quality products to our customers. Our priority is customer satisfaction, and our goal is to provide exceptional service.

Hidden defects must be reported immediately after discovery by email to support@vendex.ch, together with photos. Naturally, the issue can also be reported directly in-store during opening hours.

Products

We strive to provide correct product information (for example: performance, dimensions, weight, etc.). However, errors may occur due to manual entry.

Data protection

We only pass on the personal data required for the execution or payment of the order (for example, to the post office for delivery, to a debt collection agency in the event of non-payment, etc.), to inform customers, or to carry out surveys. Our partners delete personal data as soon as it is no longer required and in any case after the legal retention period has expired. All personal data is handled in strict confidence.

Google Analytics privacy statement

The website www.vendex.ch uses Google Analytics, a web analytics service provided by Google Inc. ("Google"). Google Analytics uses "cookies", which are text files stored on your computer and which enable analysis of your use of the website. The information generated by the cookie about your use of the website (including your IP address) is transmitted to a Google server in the United States and stored there. Google will use this information to evaluate your use of the website, compile reports on website activity for website operators, and provide other services relating to website and internet usage. Google may also transfer this information to third parties where required by law or where such third parties process the information on Google's behalf. Under no circumstances will Google associate your IP address with any other data held by Google. You may refuse the installation of cookies by selecting the appropriate settings in your browser; however, please note that if you do so, you may not be able to use all the features of this website in full. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes described above.

Order

Minimum order amount

There is no minimum purchase amount in our online shop or in our stores.

VAT

VAT is not included in the prices displayed for merchants; merchant prices are always net prices.

Prices

The product prices displayed before submitting the online order (step "Summary") are binding. Shipping and packaging costs are borne by the retailer.

Shipping costs

Shipping costs vary depending on the purchase value and weight (value of goods excluding shipping costs or credits) and are displayed during checkout.

Products

Vendex.ch reserves the right to limit quantities of certain products and not to carry out delivery.

If an ordered product is not available at the time of delivery, it will neither be invoiced nor shipped later.

Minimum sales age

The purchase of tobacco products has been prohibited in Switzerland for persons under the age of 18 since around mid-2023. Vendex.ch deliberately and without exception applies the legal sales age of 18 years (since 2017), regardless of whether e-cigarettes are considered tobacco products. By purchasing products, the customer confirms that they are 18 years of age or older.

Order confirmation

All orders are confirmed by us. We will send the customer an order confirmation to the email address provided. If the email address is incorrect, the confirmation remains valid.

Payment using one of the proposed payment methods constitutes confirmation of the order by the customer.

The contract is concluded with the customer's order and our electronic acceptance of that order. The customer may no longer cancel the order after confirmation.

Ownership

The products remain the property of VENDEX AG until full payment has been made.

Payment

Payment methods

In our stores, you can pay with all common payment cards such as American Express, Mastercard, VISA, EC, TWINT, and cash.

Online, it is also possible to use current electronic payment methods and to order by advance payment or invoice.


Payment by invoice with instalment option (POWERPAY)
MF Group/POWERPAY, as an external service provider, offers the payment method "by invoice". The order invoice allows you to pay for your online purchase easily by invoice. If you do not make payment within the specified period, you will receive a monthly invoice in the following month with an overview of the order.
Upon conclusion of the purchase contract, POWERPAY takes over the invoice claim that has arisen and handles the corresponding payment modalities. In the case of purchase by invoice, in addition to our T&Cs, you also accept the T&Cs of POWERPAY. (powerpay.ch/it/agb).

Creditworthiness

We reserve the right to make the shipment of orders conditional upon a credit check. By placing their order, customers agree that we may obtain a credit report.

We also reserve the right to make the shipment of orders conditional upon advance payment or the provision of a guarantee.

We may cancel or suspend an order if the customer is not creditworthy, has unpaid invoices with us, or if there are well-founded suspicions of fraud.

Refunds, credits, vouchers

If the customer is entitled to refunds or other credits, these amounts will be credited to their customer account and may be used for purchases from us within the legal time limits. After this period, the credit will expire. The purchase of vouchers does not entitle the customer to loyalty discounts.

Our vouchers may not be sold or auctioned under any circumstances. Only one voucher may be used per order.

Refusal to accept orders

If acceptance of an order is refused, the shipment will be returned to us at our expense. The resulting costs will be fully deducted from the customer's credit. These costs include shipping, any bank charges for refunds, and an administrative fee of 10%, up to a maximum of CHF 30.-, which will be deducted directly by VENDEX AG.

Shipping

Shipping area

Shipments are limited to Switzerland, Liechtenstein, and EU countries.

After order confirmation by us, the products will be shipped to the address provided by the customer at the time of ordering.

Customs / VAT / Tracking

Each customer is responsible for informing themselves about the laws in force in their own country before placing an order. VENDEX AG cannot verify the current legislation for every order and shipping country and is not liable if customs seize, delay, or destroy the shipment. Our products are sold 100% in Switzerland without any restrictions. Shipping declarations are always completed correctly, and special customer requests will not be accepted.

Customers are responsible for VAT on orders outside Switzerland. As a rule, customs will invoice the VAT directly to the customer. VENDEX AG cannot provide information on customs processing times or on the charges applied. You may use the tracking number provided for more details. If a shipment has not arrived after more than 4 weeks, we may initiate an investigation with the postal service upon request. This is only possible if the order was placed with a tracking number. Without a tracking number, no investigation can be initiated.

Shipping times

Orders are processed on working days and sent via Swiss Post for delivery. Delivery time depends on the shipping method selected (Economy / Priority / DHL Express).

Variations in delivery times may occur, especially during peak periods or in the event of exceptionally high order volumes, and no claims for compensation will be accepted.

The customer is responsible for delivered products, even if they are left in front of their door or at a neighbour's home in their absence. We disclaim all liability for lost parcels.

Order collection

Collection location

Orders may be collected in our stores during the published opening hours after the customer has received notification that the order is ready for collection.

Order confirmation

After submitting the order, the customer automatically receives an order confirmation by email. This serves as a collection voucher and must be printed out or shown on the customer's mobile phone. Without this collection voucher, the order cannot be handed over to the customer. The customer must confirm collection with their signature. We accept no liability for lost or stolen collection vouchers.

Returns / Right of withdrawal

For hygiene reasons, the following products cannot be returned and are excluded from the right of withdrawal:

  • All liquids and pre-filled pods, even if still sealed.
  • Atomisers and atomiser heads, which are considered consumables.
  • All accessories such as seals, glass parts, etc., used in atomiser heads.

For a return or to exercise the right of withdrawal, a return request must be submitted through the customer area on https://vendex.ch. Do not send goods without contacting us in advance.

Return shipping costs are borne by the customer and will not be reimbursed. Products must be in their original packaging and completely unopened. Otherwise, the return will be rejected. Returns are only possible within 10 working days of purchase.

In the event of a return, a credit may be reduced by up to 25% of the sale price for administrative costs. The credit will be refunded using the same method used for payment. If payment was made by bank transfer, we will ask you to provide us with your bank details.

Warranty

We offer a 3-month warranty on all products and a 12-month manufacturer's warranty.

The following exceptions apply:

  • Batteries and rechargeable batteries after first use
  • Devices that have been tampered with (for example, firmware updates)
  • Devices damaged by liquids
  • Atomisers*
  • Atomiser heads
  • Seals
  • Products without a receipt or proof of purchase

If the warranty is not applicable, the customer shall bear the costs of defect analysis.

No replacement or compensation claims may be made during repair.

Additional claims, such as cancellation of the sale (cancellation of the contract due to product defects) or a price reduction, are excluded.

  • If an atomiser "gurgles" (noisy sensations during inhalation) or leaks (leakage or dripping), we may provide community-based advice, but this does not constitute a warranty case.

Transferability of the customer account

The customer account on https://vendex.ch may only be used by its owner. If there is suspicion of use by multiple persons, we reserve the right to remove the discount from the customer account without prior notice. There is no entitlement to a discount level.

Unpaid invoices

If the customer does not pay an invoice within the specified time, we reserve the right to block all future orders until the outstanding amount has been settled. Naturally, we will take all necessary legal action to recover any receivable, regardless of the amount.

Liability

VENDEX AG is liable only for direct damage caused intentionally or through gross negligence. Liability for indirect damage or damage caused by negligence is excluded. In particular, VENDEX AG is not liable for costs arising from the use of defective parts. Liability in the event of breaches of product safety regulations is excluded to the extent permitted by law.

Severability clause

If one or more provisions of these terms and conditions are invalid or unenforceable, this shall not affect the overall validity of these terms and conditions. The invalid provision shall be replaced by the provision that comes closest to it in legal and economic terms. The same applies to any gaps in this contract.

Applicable law and place of jurisdiction

Swiss law shall apply exclusively, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG).

The place of jurisdiction is 8610 Uster, Switzerland.

Changes / Additions

VENDEX AG expressly reserves the right to adapt or amend these terms and conditions at any time and to apply them immediately.