General terms and conditions of sale (GTC)

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

 

1. Scope of application

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

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

The offer is valid as long as the product can be found in the online shop 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 greatest care. However, despite our vigilance, errors, omissions, or inaccuracies may occur concerning 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 site and while stocks last.

It is important to note that products offered by our partner suppliers are shipped directly by them (in Switzerland), and their stocks are neither managed nor supervised in real-time by Heidi.shop. Consequently, the actual availability of these products may vary, and any order placed is subject to stock confirmation with the relevant supplier.

 

3. Prices

Prices displayed on the site are in CHF/EUR/USD and are exclusive of tax (HT). Applicable taxes, including VAT and any anticipated recycling fees (ARF), will be added during the order process. Packaging costs and shipping fees are also calculated and indicated at the time of final order validation.

For international orders, they may be subject to customs duties or other local taxes, to be paid by the customer.

Heidi.shop reserves the right to modify its prices at any time. However, products will be billed based on the prices in effect at the time of order validation.

In the event of a clear pricing error, 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 for individuals or professionals wishing to order products on the platform occasionally or regularly.

This type of account allows to:

• Place orders quickly
• Track purchase history
• Manage delivery addresses
• Save payment methods
• Benefit from offers and promotions reserved for registered members

This is the classic way to use the shop, accessible to anyone wishing to create a personal account.

B) Order as a guest

To facilitate quick and hassle-free purchases, 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 the cart
• Finalize the order without registration

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

Heidi.shop is committed to a flexible and inclusive user experience, where everyone can access products and services according to their preferences and purchasing profile, whether it's a curious individual, a freelancer, or an experienced 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 present their products, manage their sales, and increase their visibility among 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 demands of inter-company trade.

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 tracking: with automatic replenishment alerts for proactive availability management.
• Automated billing system: invoices are automatically generated based on sales made through the platform.
• Customized pricing: price adjustments based on volume, purchase frequency, or specific customer profiles.
• Access to customer data: to optimize sales, marketing, and loyalty strategies.
• Detailed reports: analysis of commercial performance including sales, returns, satisfaction rates, and customer behavior.
• Intuitive interface: designed for simple and quick management, without specific technical skills.
• Simplified integration: compatible with suppliers' internal processes.
• Centralized logistics: international orders are transmitted to our partner logistics center for processing and re-shipment to end customers.
• Shipment tracking: complete traceability of packages, offering transparency and security to customers.
• Multilingual platform: available in French, German, and English, to facilitate access to an international audience.

The use of the B2B Supplier account is subject to prior acceptance of these general conditions, as well as the validation of the profile by the marketplace moderation team.

4.2 Validation

Any order placed on the site implies acceptance of these GTC. The order is considered firm only after confirmation by Heidi.shop.

4.3 Order refusal

Heidi.shop reserves the right to refuse or cancel an order in case of a previous 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 billed directly by Revitalize Sàrl, the official operator of the platform.

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

The customer expressly acknowledges this operating method 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 billing and payment tracking process.

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

Current fees are indicated in the "Payment Methods" section and are detailed during the order process.

In case of payment by credit card or other instant payment methods, the debit occurs 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 customers with a B2B account validated by the Revitalize Sàrl team.

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

The payment term is set at 30 calendar days from the invoice issue date, which generally occurs after the order has been shipped or confirmed for dispatch. The invoice is sent by Revitalize Sàrl, even if the products originate from one or more partner suppliers.

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

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

 

6. Payment delays and recovery procedure

In case of total or partial non-compliance with payment obligations by a customer, all amounts due to Revitalize Sàrl, for any reason whatsoever, become immediately payable.

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

• Temporarily or permanently suspend any product delivery,
• Restrict access to certain services or payment methods (especially payment by invoice),
• Refuse new orders until all outstanding amounts are settled.

Reminders and administrative fees

• From the 3rd reminder, additional fees of 50-100CHF will be applied to cover administrative management costs.

Transfer to a collection agency

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

• An effective annual interest rate of up to 15% may be applied from the initial due date.
• The mandated company will proceed with collection in its own name and on its own behalf, and may also charge additional processing or intervention fees to the debtor customer.

6.1 Retention of title
All products ordered on Heidi.shop remain the exclusive property of Revitalize Sàrl or, where applicable, the concerned 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 customer is strictly prohibited from:

• Pledging, reselling, assigning, transforming, or modifying the products,
• Using the products for commercial or contractual purposes as collateral or assets,
• Disposing of them in any other way likely to affect the ownership rights of Revitalize Sàrl or the supplier.

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

6.2 Modification or cancellation of the order
Any order placed on Heidi.shop is firm and binding upon validation. The customer undertakes to receive the ordered products and associated services.

Revitalize Sàrl and/or the concerned partner supplier reserve the right, at their sole discretion, to accept or refuse any request for modification or cancellation of an order after its validation. In the exceptional event of such a request being accepted, administrative and processing fees of up to 20% of the total order amount, with a minimum of CHF 60, may be charged, as well as any loss of value or return costs related to the products concerned.

6.3 Cases of delivery impossibility (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, the amount corresponding to the undeliverable items will be refunded.
• If no payment has yet been made, the customer is released from their payment obligation for the products concerned.
• No other compensation may be claimed by the customer, particularly in connection with a delay, product unavailability, commercial loss, or loss of earnings.

This clause applies to deliveries in Switzerland as well as abroad.



7. Delivery and collection

7.1 Deadlines and availability

Heidi.shop places great importance on displaying the most current and accurate availability and delivery times possible in the online shop. However, due to production or delivery problems, delivery delays may occur at Heidi.shop or with various suppliers. For this reason, all information relating to availability and delivery times is indicative and subject to change at any time.

Delivery delays cannot give rise to damages or order cancellation, unless agreed in writing beforehand.

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

In case of delivery delay, the customer has the possibility - with the exception of special or custom orders - to withdraw from the contract from the 60th calendar day following the initially announced delivery date (for delivery in Switzerland only)

If delivery is ensured directly by a partner supplier, responsibility for meeting deadlines rests exclusively with that supplier. Revitalize Sàrl (Heidi.shop) disclaims all liability for any delay or non-delivery in this context. The customer must address any claims or complaints directly to the supplier concerned.

In cases where delivery is made by Revitalize Sàrl or via its logistical infrastructure, and if the conditions for withdrawal from the contract are met, the customer will be fully refunded for amounts already paid for undelivered products. No other claim or compensation may be demanded from Revitalize Sàrl.

All orders are processed within 1 to 2 business days (excluding weekends and public holidays) after receipt of your order confirmation by 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 Revitalize Sàrl's premises.

2 to 10 business days – Delivery costs: CHF 13.50

7.3 International delivery

Orders intended for abroad pass through Revitalize Sàrl's premises before reshipment. Customs duties, taxes, and transit fees are the responsibility of the customer.

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

7.4 Transfer of risk

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

8.  Collection
Products and services that customers purchase from a merchant can only be sent to them and cannot be collected from one of our branches or depots.

Products sold on Heidi.shop are exclusively shipped to the delivery address indicated by the customer when ordering. No physical collection of goods is possible, whether from Revitalize Sàrl or directly from partner suppliers.

Heidi.shop operates according to an online sales model with centralized or direct shipping, as the case may be. Consequently, suppliers' warehouses and logistics premises are not accessible to the public, and no on-site order collection is allowed.

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

8.1 Accessibility and delivery address

For any order 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 has particular constraints (difficult access for trucks, mountainous area, unpaved roads, lack of road access, etc.), the customer is obliged to report this when placing the order.

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



9. Receipt, verification and claims

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

After this period, the delivery is deemed compliant.

In the event of apparent or suspected damage (damaged, opened, wet, crushed package, etc.), these must be noted on the carrier's delivery slip at the time of package handover, and confirmed in writing to Revitalize as soon as possible, in accordance with their general terms and conditions.

Revitalize Sàrl (Heidi.shop) declines all responsibility for damage occurring during transport, once the goods have been handed over to an external carrier. No refund or replacement will be granted by Heidi.shop if the necessary reservations were not 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 any product sold and shipped from Revitalize Sàrl's premises, a legal warranty of 12 months applies, starting from the delivery date.

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 warranty service in one of the following forms:

• Free repair of the product (the initial warranty period remains unchanged)
• Partial or total replacement with an equivalent reconditioned or used product
• If the replacement occurs during the 1st year, the initial warranty period continues to run
• Replacement with a new equivalent product (in this case, a new warranty period starts from the replacement date)
• Issuance of a credit note equivalent to the current value of the product (not exceeding the initial price paid)
• Granting of a partial discount in case of 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, the warranty responsibility rests exclusively with the manufacturer or the supplier concerned.

In this case, Revitalize Sàrl acts only as a commercial intermediary and cannot be held responsible for defects, malfunctions, or faults 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 the latter directly for any warranty-related request or claim.

Heidi.shop, however, strives to facilitate communication between customers and suppliers when necessary, but is not responsible for, nor obliged to provide or impose a solution, unless the product originates 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 related to its regular use (e.g., seals, batteries, consumables, friction elements, etc.)
• Use not compliant with manufacturer's specifications, including:
• Use in an unsuitable environment (humidity, extreme temperatures, inappropriate industrial conditions, etc.)
• Misuse, abusive, or inappropriate use of the product
• Non-observance of assembly, installation, or maintenance instructions
• Unauthorized modifications or repairs: any product disassembled, modified, or repaired by a person or service not approved by the manufacturer loses 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 (cf. section "Transport-related damage")
• Software, compatibility, configuration, or update issues (unless otherwise indicated by the manufacturer)
• Products whose serial number has been erased, modified, or made 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 warranty.

Should the product not be covered by 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

Costs related to any out-of-warranty repair are entirely borne by the customer. This notably includes cases where:

• The warranty period has expired,
• The damages are not covered by the manufacturer's warranty,
• Or when it is a matter of misuse, incorrect handling, or intentional or accidental damage.

In cases where the product was not purchased directly from Revitalize Sàrl but comes from a partner supplier of the Heidi.shop marketplace, the customer is responsible for dealing directly with the manufacturer or the supplier concerned. Revitalize Sàrl cannot be held responsible for the processing, delays, or costs associated with such a request.

Revitalize Sàrl further reserves the right to charge administrative fees to customers in cases of:

• Technical verification of products showing no defect covered by warranty,
• Or return of products at the customer's request, without them having suffered any proven malfunction.


11. Liability

Liability falls under the provisions defined by law. However, Heidi.shop's or the merchant's liability is never engaged for (i) slight negligence, (ii) direct, indirect, and consequential damages, loss of profit, (iii) unrealized savings, as well as (iv) damages resulting from a delivery delay, and (v) all actions or omissions of Heidi.shop's auxiliaries or a supplier, whether within the framework of a contract or outside any contract.

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

• Inadequate, contrary to contract, 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 cases of force majeure, including damage caused by natural elements, humidity, falls, impacts, etc., which cannot be attributed to Revitalize Sàrl and the authorities.

11.1 Data liability
In the event of handing over a data carrier or a product containing data memory to Heidi.shop or a supplier, a total loss of data must always be expected. The customer is responsible for correctly backing up and protecting their data. Heidi.shop or the supplier disclaims all liability for any data loss.

 

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

• Access to or use of the heidi.shop website and its subdomains (including marketplace.heidi.shop),
• The inability to access it,
• Or the use of hypertext links leading to third-party websites.

Heidi.shop guarantees neither uninterrupted access nor the complete absence of technical errors or failures in its site's functionalities. Despite all reasonable efforts to keep the site secure and operational, no guarantee is given as to its continuous proper functioning.

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

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

Additional information is available in the Disclaimer in detail.

11.3. Client Account Security and User Responsibility
Users with an account on Heidi.shop, whether individuals, professionals, or B2B accounts, are solely responsible for the confidentiality of their login credentials (email address, password, access codes, etc.).

Each customer agrees to:

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

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

Consequently, the account holder is solely responsible for operations 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, lost password, or anomaly related to account security, the customer must immediately inform Revitalize Sàrl (Heidi.shop) so that protective and reset measures can be taken quickly.

 

12. Return of Goods

12.1 Defective or Damaged Products

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

• Please contact us within 5 business days of receipt.
• 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.

• Return and new shipping costs are entirely at the customer's expense.
• The product concerned must be unused, in its original packaging, complete, and in perfect condition.
  
  

12.3. Products Excluded from All Returns

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

• Consumables (e.g., lubricants, fluids, hygiene products, open PPE, etc.)
• Custom-made or personalized products
• 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 Subject to Customs Clearance

Heidi.shop reserves the right to refuse any partial or full refund if the customs procedure has not been followed, 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 FADP (Swiss Federal Act on Data Protection) and the GDPR, if applicable.

 

 

15. Intellectual Property

All elements of the site (texts, images, trademarks, logos, databases, source code) are protected by copyright. Any reproduction, total or partial, without written authorization from Revitalize Sàrl is strictly prohibited.

 

16. Legal Forum and Applicable Law

All legal relations between Revitalize Sàrl (operator of the Heidi.shop online store), its commercial partners (third-party merchants on the marketplace), and the clientele are governed exclusively by substantive Swiss 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 to which Revitalize Sàrl is a contracting party:

• For actions brought by consumers, the legal forum is at the customer's choice (customer's domicile or Revitalize Sàrl's registered office in Vicques, Switzerland).
• In all other cases, the exclusive forum 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 forum is either the customer's domicile or the registered office of the merchant concerned, according to applicable law.
• In all other cases, the exclusive forum is that of the registered office of the partner merchant.

 

 

17. Copyright Statement

All rights, particularly 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 GTC or any other content belonging to Heidi.shop is strictly prohibited without prior written authorization from Revitalize Sàrl.

In the event of non-compliance, Revitalize Sàrl reserves the right to take legal action to assert its rights.