General terms and conditions of sale (GTC)

These General Terms and Conditions of Sale (hereinafter "GTC") apply to all orders placed on the website heidi.shop (hereinafter the "website"), operated by Revitalize Sàrl, a limited liability company registered in Switzerland. By accessing the website or making a purchase, the user (hereinafter the "customer") accepts these GTC in their entirety.

1. Scope

These Terms and Conditions apply to all sales of products and services made through the Heidi.shop website to customers located in Switzerland and internationally. They apply to both private individuals and professionals, unless explicitly stated otherwise. Any conflicting terms stipulated by the customer will therefore be unenforceable against Revitalize Sàrl unless expressly accepted.

Heidi.shop reserves the right to modify these Terms and Conditions at any time. The version of the Terms and Conditions in effect at the time of the order is binding and cannot be unilaterally modified for that order. Customer terms and conditions that contradict or deviate from these Terms and Conditions are not recognized.

The offer is valid as long as the product can be found in the online store using the search function and/or while stocks last.

2. Product Information

The products offered on the Heidi.shop website are described and presented with the utmost care. However, despite our vigilance, errors, omissions, or inaccuracies may occur regarding the information, images, technical specifications, or documents associated with the products. These elements are provided for informational purposes only and do not constitute any contractual commitment on the part of Revitalize Sàrl.

Heidi.shop does not guarantee the permanent availability of all displayed products. Offers are valid as long as they are visible on the website and while stocks last.

It is important to note that the products offered by our partner suppliers are shipped directly by them (in Switzerland), and their stock levels are neither managed nor monitored in real time by Heidi.shop. Therefore, the actual availability of these products may vary, and all orders placed are subject to stock confirmation from the relevant supplier.

3. Price

The prices displayed on the website are in CHF/EUR/USD and are exclusive of taxes. Applicable taxes, including VAT and any advance recycling fees, will be added during the order process. Packaging and shipping costs are also calculated and displayed at the final order confirmation.

International orders may be subject to customs duties or other local taxes, which are the responsibility of the customer.

Heidi.shop reserves the right to change its prices at any time. However, products will be billed based on the prices in effect at the time the order is validated.

In the event of a clear error in the price, Heidi.shop reserves the right to cancel the order even after confirmation.

4. Orders

4.1 Account Creation

A) Standard customer account

The standard customer account is intended for individuals or professionals wishing to order products on the platform occasionally or regularly.

This type of account allows you to:

• To place an order quickly
• To track purchase history
• To manage your delivery addresses
• To register your payment methods
• To benefit from offers and promotions reserved for registered members

This is the classic way of using the store, accessible to anyone wishing to create a personal account.

B) Checking out as a guest

To facilitate quick and hassle-free shopping, Heidi.shop also offers a guest checkout option. This mode does not require account creation and allows the user to:

• Browse the catalog freely
• Add products to cart
• Complete your order without registering

The user will, however, need to provide essential delivery and payment information. This method is ideal for occasional buyers or those who wish to test the service before registering.

Heidi.shop focuses on a flexible and inclusive user experience, where everyone can access products and services according to their preferences and purchasing profile, whether they are a curious individual, an independent worker or a seasoned professional buyer.

C) B2B Account — Suppliers and Manufacturers

Heidi is a B2B marketplace designed to facilitate access for manufacturers and suppliers to Swiss and international markets. It provides a centralized platform allowing them to showcase their products, manage their sales, and increase their visibility within a qualified network of professional buyers.

Opening a B2B Supplier account allows professionals to list and sell their products directly on the Heidi marketplace, while benefiting from a set of advanced features tailored to the requirements of business-to-business commerce.

Features and services included in the B2B account:

• Dedicated supplier area with multi-vendor management: each supplier has a personalized dashboard to manage their entire catalog and commercial operations.
• Autonomous product management: ability to add, modify or delete items in real time.
• Live stock monitoring: with automatic replenishment alerts for proactive availability management.
• Automated billing system: invoices are generated automatically based on sales made through the platform.
• Pricing customization: adjusting prices based on volume, purchase frequency, or specific customer profiles.
• Access to customer data: to optimize sales, marketing and loyalty strategies.
• Detailed reports: analysis of business performance including sales, returns, satisfaction rates and customer behavior.
• Intuitive interface: designed to allow simple and quick management, without any special technical skills.
• Simplified integration: compatible with suppliers' internal processes.
• Logistics centralization: international orders are transmitted to our partner logistics center for processing and reshipment to end customers.
• Shipment tracking: complete traceability of parcels, offering transparency and security to customers.
• Multilingual platform: available in French, German and English, to facilitate access for an international audience.

Use of the B2B Supplier account is subject to prior acceptance of these terms and conditions, as well as validation of the profile by the marketplace moderation team.

4.2 Validation

All orders placed on the website imply acceptance of these Terms and Conditions. The order is only considered firm after confirmation by Heidi.shop.

4.3 Order Refusal

Heidi.shop reserves the right to refuse or cancel an order in the event of a prior dispute, non-payment, suspicion of fraud, or product unavailability.

5. Payment

All purchases of products or services made via the Heidi.shop online store are invoiced directly by Revitalize Sàrl, the official operator of the platform.

When a customer places an order with a partner supplier via Heidi.shop, invoicing is automatically handled by Revitalize Sàrl, which becomes the sole point of contact for payment. This means that the revenue from the sale is assigned to Revitalize Sàrl, which receives payment directly, even if the product is shipped by a third-party supplier.

The client expressly acknowledges this method of operation and undertakes to make all payments exclusively to Revitalize Sàrl.

This system allows for centralized and harmonized management of transactions, ensuring transparency, simplicity and consistency in the invoicing and payment tracking process.

Customers can use the payment methods offered in the online store under "Payment Methods".

The applicable fees are indicated in the "Payment Methods" section and are detailed in the order process.

In the case of payment by credit card or other instant payment methods, the charge takes place at the time of the order.

5.1 Payment by invoice (B2B account)
On Heidi.shop, the invoice payment option is exclusively reserved for professional clients with a B2B account validated by the Revitalize Sàrl team.

This payment method is applicable to all eligible products sold on the Heidi.shop online store, subject to a prior assessment of the company's creditworthiness.

Payment is due within 30 calendar days from the invoice date, which is generally after the order has been sent or confirmed for shipment. The invoice is issued by Revitalize Sàrl, even if the products come from one or more partner suppliers.

In the event of a partial or total return of items, duly validated according to the return conditions of Heidi.shop, the invoice amount may be adjusted accordingly.

Any late payment may result in reminder fees, or even temporary suspension of the B2B account and access to certain benefits, including deferred invoicing. (See point 6)

6. Late payment and recovery procedure

In the event of total or partial non-compliance with payment obligations by a client, all amounts owed to Revitalize Sàrl, for whatever reason, become immediately due and payable.

Revitalize Sàrl (Heidi.shop) reserves the right to:

• To temporarily or permanently suspend all product deliveries,
• Restricting access to certain services or payment methods (including invoice payment),
• Refuse new orders until full payment of outstanding amounts.

Reminders and administrative fees

• From the 2nd payment reminder onwards, a flat fee of 5% will be charged.
• From the 3rd reminder onwards, an additional fee of 10% will be applied to cover administrative management costs.

Transfer to a debt collection agency

If payment reminders remain unsuccessful, Revitalize Sàrl reserves the right to assign the outstanding debts to an external debt collection agency. In such a case:

• An effective annual interest rate of up to 15% may be applied from the initial maturity date.
• The mandated company will carry out the recovery in its own name and on its own behalf, and may also charge additional processing or intervention fees to be borne by the debtor client.

6.1 Retention of Title
All products ordered on Heidi.shop remain the exclusive property of Revitalize Sàrl or, where applicable, of the relevant partner supplier, until full and effective payment of the total amount due by the customer.

Revitalize Sàrl and/or its partner suppliers expressly reserve the right to register a retention of title in the competent official register, in accordance with the legal provisions in force in Switzerland.

Before the transfer of ownership, the client is strictly prohibited from:

• To pledge, resell, transfer, transform or modify the products,
• Using the products for commercial or contractual purposes as collateral or an asset,
• disposing of it in any other way that may affect the property rights of Revitalize Sàrl or the supplier.

Any breach of this clause may result in immediate termination of the sales contract, without prejudice to any other rights.

6.2 Order modification or cancellation
All orders placed on Heidi.shop are final and binding upon confirmation. The customer agrees to receive the ordered products and any associated services.

Revitalize Sàrl and/or the relevant partner supplier reserve the right, at their sole discretion, to accept or reject any request to modify or cancel an order after it has been validated. In the exceptional case of acceptance of such a request, administrative and processing fees may be charged at a rate of 20% of the total order amount, with a minimum of CHF 60, as well as any loss in value or return costs related to the products concerned.

6.3 Cases of impossible delivery (resolutory condition)

In the event that a partial or total impossibility of delivery should occur after order confirmation, whether due to Revitalize Sàrl or a partner supplier, the customer will be informed as soon as possible by email.

In this case :

• If the order has already been paid for, the amount corresponding to the undeliverable items will be refunded.
• If no payment has yet been made, the customer is released from their obligation to pay for the products concerned.
• No other compensation may be claimed by the customer, in particular in connection with a delay, unavailability produced, commercial loss or lost profits.

This clause applies to deliveries both in Switzerland and abroad.

7. Delivery and collection

7.1 Deadlines and availability

Heidi.shop places great importance on displaying the most up-to-date and accurate availability and delivery times in its online store. However, due to production or delivery issues, delays may occur at Heidi.shop or with its various suppliers. Therefore, all information regarding availability and delivery times is indicative and subject to change at any time.

Delivery delays cannot give rise to damages or order cancellation, unless prior written agreement has been agreed upon.

Upon order confirmation, an estimated delivery date is provided to the customer for informational purposes only.

In the event of a delivery delay, the customer has the option — with the exception of special or personalized orders — to withdraw from the contract from the 60th calendar day following the initially announced delivery date (for deliveries in Switzerland only).

If delivery is handled directly by a partner supplier, the responsibility for meeting delivery deadlines rests solely with that supplier. Revitalize Sàrl (Heidi.shop) accepts no liability for delays or non-delivery in such cases. The customer must contact the relevant supplier directly for any recourse or claims.

If delivery is made by Revitalize Sàrl or via its logistics infrastructure, and if the conditions for contract withdrawal are met, the customer will be fully reimbursed for any amounts already paid for undelivered products. No other claims or compensation may be asserted against Revitalize Sàrl.

All orders are processed within 1 to 2 business days (excluding weekends and public holidays) after we receive your order confirmation email. You will receive a notification once your order has been shipped.

7.2 Delivery in Switzerland

Orders are shipped directly by the partner supplier or via the premises of Revitalize Sàrl.

2 to 10 business days – Delivery fee: CHF 13.50

7.3 Delivery abroad

Orders destined for abroad are processed through Revitalize Sàrl's premises before being shipped. Customs duties, taxes, and transit fees are the responsibility of the customer.

Europe: 5 to 20 business days – Shipping costs: CHF 49.00
International: 7 to 30 business days – Shipping cost: CHF 99.00

7.4 Risk Transfer

The risk is transferred to the customer upon delivery of the package to the carrier. In case of loss or damage, it is the customer's responsibility to file a claim with the carrier.

8.  Withdrawal
The products and services that customers purchase from a merchant can only be sent to them and cannot be collected from any of our branches or warehouses.

Products sold on Heidi.shop are shipped exclusively to the delivery address provided by the customer during checkout. Physical collection of goods is not possible, either from Revitalize Sàrl or directly from partner suppliers.

Heidi.shop operates on an online sales model with centralized or direct shipping, depending on the case. Therefore, suppliers' warehouses and logistics facilities are not accessible to the public, and no on-site order collection is permitted.

All products ordered must be delivered by post or carrier to the address indicated, in accordance with the delivery terms specified when the order was placed.

8.1 Accessibility and delivery address

For all orders placed on Heidi.shop, the delivery address must be valid, complete and physically accessible by a standard carrier, including for international deliveries.

If the delivery location presents particular constraints (difficult access for trucks, mountainous area, unpaved roads, lack of road access, etc.), the customer is required to report this when placing the order.

Otherwise, any additional costs incurred due to complicated delivery, failed delivery, or reshipment will be charged to the customer. Heidi.shop also reserves the right to suspend shipment until the logistical arrangements are clarified.

9. Reception, verification and complaints

The customer is required to check the condition of the package upon receipt. Any anomaly (missing or damaged product, error) must be reported within 48 hours of receipt, with supporting evidence (photos, delivery slip, etc.).

After this period, the delivery is considered to be in compliance.

In the event of any apparent or suspected damage (damaged, open, wet, crushed parcel, etc.), this must be reported on the carrier's delivery note at the time of delivery of the parcel, and confirmed in writing to Revitalize as soon as possible, in accordance with their general terms and conditions.

Revitalize Sàrl (Heidi.shop) accepts no liability for damage incurred during transport once the goods have been handed over to an external carrier. No refund or replacement will be granted by Heidi.shop unless the necessary reservations are made at the time of delivery.

10. Warranty

The warranty applicable to products ordered via Heidi.shop depends on their origin:

10.1. Products shipped directly by Revitalize Sàrl

For all products sold and shipped from the premises of Revitalize Sàrl, a 12-month legal guarantee applies, starting from the date of delivery.

This warranty covers the absence of manufacturing defects and the proper functioning of the product under normal use.

In the event of a valid claim during this period, Revitalize Sàrl reserves the right to provide the warranty service in one of the following forms:

• Free product repair (the original warranty period remains unchanged)
• Partial or total replacement with an equivalent refurbished or used product
• If the replacement takes place during the first year, the initial warranty period continues to run.
• Replacement with an equivalent new product (in this case, a new warranty of [number] months starts from the date of replacement)
• Issuance of a credit note equivalent to the current value of the product (without exceeding the initial price paid)
• A partial discount will be granted in the event of a minor defect.

10.2. Products shipped directly by a partner supplier

When products are shipped by a third-party supplier via the Heidi.shop marketplace, warranty responsibility lies exclusively with the manufacturer or supplier concerned.

In this case, Revitalize Sàrl acts solely as a commercial intermediary and cannot be held responsible for defects, malfunctions or flaws affecting the product.

Warranty management (conditions, duration, return or exchange procedures) is therefore directly subject to the warranty policies of the manufacturer or partner supplier. It is the customer's responsibility to contact them directly for any warranty-related requests or claims.

Heidi.shop strives to facilitate dialogue between customers and suppliers when necessary, but is neither responsible nor obliged to provide or impose a solution, unless the product comes directly from Revitalize Sàrl.

10.3 Warranty Exclusions
The following cases are expressly excluded from any warranty, whether provided by Revitalize Sàrl (Heidi.shop) or by a partner supplier:

• Normal wear and tear of the product due to regular use (e.g., seals, batteries, consumables, parts subject to friction, etc.)
• Use not in accordance with the manufacturer's specifications, including:
• Use in an unsuitable environment (humidity, extreme temperatures, inappropriate industrial conditions, etc.)
• Misuse, abuse or inappropriate use of the product
• Failure to comply with assembly, installation or maintenance instructions
• Unauthorized modifications or repairs: Any product disassembled, modified, or repaired by a person or service not authorized by the manufacturer forfeits its warranty rights.
• Damage resulting from an accident, impact, fall, power surge or disaster (fire, flood, etc.)
• Damage caused during transport, when transport is provided by an external company (see section "Damage related to transport")
• Software, compatibility, configuration or update issues (unless otherwise specified by the manufacturer)
• Products whose serial number has been erased, altered, or rendered illegible
• Defects reported after the warranty period has expired

Revitalize Sàrl reserves the right to have any returned product inspected to determine whether the defect is covered by the warranty.

In the event that the product is not covered by the warranty, the customer will be informed of any diagnostic, repair or return costs, and must confirm their acceptance before any intervention.

10.4 Out-of-Warranty Repairs

The customer is fully responsible for all costs associated with any out-of-warranty repairs. This includes, but is not limited to, cases where:

• The warranty period has expired.
• The damage is not covered by the manufacturer's warranty.
• Or when it involves misuse, improper handling, or intentional or accidental damage.

If the product was not purchased directly from Revitalize Sàrl, but rather from a partner supplier of the Heidi.shop marketplace, the customer is responsible for dealing directly with the manufacturer or supplier in question. Revitalize Sàrl cannot be held liable for the processing, delays, or costs associated with such a request.

Revitalize Sàrl also reserves the right to charge customers administrative fees in the event of:

• Technical verification of products that have no defects covered by the warranty,
• Or the return of products at the customer's request, without these having suffered any proven malfunction.

11. Responsibility

Liability is governed by the provisions defined by law. However, Heidi.shop or the merchant shall never be liable for (i) slight negligence, (ii) direct, indirect and consequential damages, loss of profits, (iii) unrealized savings, (iv) damages resulting from a delay in delivery, and (v) any actions or omissions of Heidi.shop's agents or suppliers, whether under contract or outside of any contract.

Furthermore, Heidi.shop and the supplier disclaim all responsibility for the following causes:

• Improper, non-contractual or unlawful storage, positioning or use of the product;
• Use of incompatible accessories or spare parts
• Lack of maintenance and/or inappropriate modification or repair of the product by the customer or a third party;
• In the event of force majeure, including damage caused by the elements, humidity, falls, blows, etc., which cannot be attributed to Revitalize Sàrl and the authorities.

11.1 Data Responsibilities
When data storage devices or products containing data memory are handed over to Heidi.shop or a supplier, total data loss is inevitable. Customers are responsible for backing up and properly protecting their data. Heidi.shop and its suppliers accept no liability for any data loss.

12.2 Limitations of Liability
Revitalize Sàrl, as operator of the Heidi.shop platform, disclaims all liability for any losses, damages or harm of any kind whatsoever, whether direct, indirect or consequential, that may result from:

• Regarding access to or use of the heidi.shop website and its subdomains (including marketplace.heidi.shop),
• Because it is impossible to access it,
• Or the use of hyperlinks pointing to third-party websites.

Heidi.shop does not guarantee uninterrupted access, nor the complete absence of technical errors or malfunctions in its website's functionality. Despite all reasonable efforts to maintain the site's security and operation, no guarantee is given regarding its continuous proper functioning.

Furthermore, Revitalize Sàrl cannot be held liable for any manipulation, intrusion, or malicious exploitation of the user's computer system (viruses, unauthorized access, phishing, etc.) by unauthorized third parties. It is the responsibility of each user to take the necessary precautions to protect their data, devices, and connections.

Finally, Revitalize Sàrl cannot be held responsible for errors in the displayed content, outdated information, or malfunctions related to platforms or services of partner suppliers integrated into the site.

Further information is available in the detailed Disclaimer .

11.3. Customer account security and user responsibility
Users with an account on Heidi.shop, whether they are individuals, professionals or B2B accounts, are entirely responsible for the confidentiality of their login credentials (email address, password, access codes, etc.).

Each customer agrees to:

• Keep your login information strictly confidential.
• Never share them with unauthorized third parties.
• Take all reasonable steps to protect access to your account, such as:
• Using a strong and unique password,
• Enabling two-factor authentication (if available),
• The use of up-to-date browsers,
• Installing reliable antivirus and firewall software.

Any action performed from a customer account is deemed to have been carried out by its owner. This includes, in particular, orders, changes to personal data, or return requests.

Therefore, the account holder is solely responsible for transactions carried out via their account, even if these were initiated by a third party who gained access to the credentials fraudulently or negligently.

In case of suspected unauthorized access, loss of password or any anomaly related to account security, the customer must immediately inform Revitalize Sàrl (Heidi.shop) so that protection and reset measures can be taken quickly.

12. Return of goods

12.1 Defective or damaged products

If a delivered product has an obvious defect or has been damaged during transport:

• Please contact us within 5 working days of receipt.
• Please attach clear photos of the product, packaging and delivery note.

12.2 Exchange in case of order error

If an error was made during the order (e.g. wrong item or wrong reference), an exchange may be considered on a case-by-case basis, subject to validation by our logistics partner Revitalize.

• The customer is entirely responsible for the return and reshipping costs.
• The product in question must be unused, in its original packaging, complete and in perfect condition.
  
  

12.3. Products excluded from return

For logistical, technical, or hygiene reasons, no returns will be accepted for:

• Consumables (e.g., lubricants, fluids, hygiene products, opened PPE, etc.)
• Products ordered to order or personalized
• Electronic or mechanical items that have been installed or used

12.4. Return Procedures

If a return is validated:

• It must be returned to the following address:
  Route de Courroux 21 Vicques, Jura, 2824, Switzerland

12.5 Returns of products that have undergone customs clearance

Heidi.shop reserves the right to refuse any partial or total refund if the customs procedure has not been respected, if the required documents are missing, or if the return has not been validated beforehand by the Revitalize Sàrl team.

13. Data Protection

The collection and processing of personal data are governed by our Privacy Policy. Data is used only for order management and customer relations, unless explicit consent is given for other purposes (newsletter, etc.).

The site complies with the Swiss Federal Act on Data Protection (FADP) and the GDPR, where applicable.

 

15. Intellectual Property

All elements of this website (texts, images, trademarks, logos, databases, source code) are protected by copyright. Any reproduction, in whole or in part, without the written permission of Revitalize Sàrl is strictly prohibited.

 

16. Legal jurisdiction and applicable law

All legal relationships between Revitalize Sàrl (operator of the online store Heidi.shop), its business partners (third-party marketplace merchants), and customers are governed exclusively by Swiss substantive law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

In the event of disputes arising from a sales contract in which Revitalize Sàrl is the contracting party:

• For actions brought by consumers, the legal forum is at the choice of the client (client's domicile or the registered office of Revitalize Sàrl in Vicques, Switzerland).
• In all other cases, the exclusive place of jurisdiction is the registered office of Revitalize Sàrl.

In the event of disputes arising from a sales contract concluded with a third-party merchant (supplier or partner of the Heidi.shop marketplace):

• For actions brought by consumers, the competent court is either the customer's domicile or the registered office of the trader concerned, according to the applicable legislation.
• In all other cases, the exclusive jurisdiction is that of the registered office of the partner merchant.

17. Copyright Statement

All rights, including intellectual property rights, relating to the General Terms and Conditions of Sale (GTC) and any other content published on Heidi.shop are the exclusive property of Revitalize Sàrl, unless otherwise stated.

Any reproduction, distribution, modification, translation, transmission, or any other use, in whole or in part, of these Terms and Conditions or any other content belonging to Heidi.shop is strictly prohibited without prior written authorization from Revitalize Sàrl.

In case of non-compliance, Revitalize Sàrl reserves the right to initiate legal proceedings to assert its rights.