General

These General Terms and Conditions apply to business relationships between customers (natural and legal persons) in the iPet shop and iPet.ch GmbH.

Orders can exclusively be placed by adults who are legally competent. iPet.ch GmbH only delivers in standard household quantities. The resale of the purchased goods for commercial purposes is not permitted without the prior written consent of iPet.ch GmbH.

iPet.ch GmbH reserves the right to reject or limit orders, in particular if the ordered quantity obviously exceeds standard household needs or if there are indications of commercial resale. This applies mutatis mutandis to subscription orders.

Product information

The details regarding the individual products have largely been taken from the various information media of the respective manufacturers. iPet.ch GmbH therefore assumes no responsibility for the completeness and accuracy of this information.

Prices, conclusion of contract

The presentation of the assortment in the online shop does not constitute a binding offer. By submitting the order, the customer makes a binding offer to conclude a purchase contract. The automatic confirmation of receipt of the order does not yet constitute acceptance of this offer.

The contract is concluded when iPet.ch GmbH confirms the dispatch of the goods to the customer by email (dispatch confirmation), but at the latest when the goods are handed over to the transport company. If the customer does not receive a dispatch confirmation within five working days of receipt of the order, no contract is concluded. If the advance payment method is selected, the contract is concluded as soon as iPet.ch GmbH sends the payment information.

Our prices are in Swiss Francs. The stated prices include value-added tax (VAT).

Vouchers and loyalty points

For vouchers, discount campaigns, and the loyalty points program, the conditions published at https://ipet.ch/en/faq/question/vouchers--discounts additionally apply. These are part of these terms and conditions. The version published at the time of the respective order is authoritative.

Return of goods

In principle, there is no statutory right of return in Switzerland. However, iPet.ch GmbH always endeavors to grant you a voluntary right of return where possible, whereby you must observe various points:

• Check whether the item can be returned. If this is fundamentally not possible, you will find this information on the product page directly after the delivery time details.
• You must notify us of the return in advance by email ([email protected]). This will be checked by us, and you will be informed about the correct return address and the further procedure by email. Please state your full address in the email and let us know whether the credit should be made in the form of a voucher or a refund. We also need the order and article number as well as the quantity and the reason for the return.

Right of return for accessories

You can return the received unused goods in their original packaging (strictly undamaged!) within 14 days of receipt.

Please note: For hygiene reasons, certain items in the "Dog Clothing" category are excluded from the right of return.

Right of return for pet food / nutritional supplements

For quality assurance reasons, you can only return pet food within 5 days of receipt. The food must strictly be returned unopened and in its original packaging. This also applies to multipacks.

Please note:

• Pet food from the "Stop Foodwaste" category with a minimum shelf life of less than 6 months is excluded from the right of return.
• All pet food of the Royal Canin brand (MARS Group) cannot be returned. The MARS Group does not permit the resale of items that have already been with an end customer. Although this guarantees consumers the greatest possible safety when purchasing MARS products, it also means that returned food must nevertheless be destroyed at a cost. Should you, for example, have ordered the wrong food by mistake, we kindly ask you to donate it directly to an animal shelter or resell it privately. Unfortunately, we are prohibited from taking it back.

The incurred postage costs must be borne by the customer. If it is an incorrect delivery on our part, the postage costs will be covered by iPet.ch GmbH. You will receive a receipt from the post office when posting the parcel. Please keep this in a safe place, as in the event of a lost parcel, your return can only be credited upon presentation of this receipt. After receipt of the goods, the purchase price will be refunded to the customer. Please note that additional fees may apply depending on your chosen payment method.

Warranty and liability

The statutory warranty rights apply. The warranty period is two years from delivery of the item; for goods with a best-before or expiry date, it ends when this date expires.

The information on the individual products largely comes from the respective manufacturers. iPet.ch GmbH assumes no guarantee for the completeness and accuracy of this manufacturer information and is not liable for the consequences of improper or medically unindicated use of the products, in particular dietetic feed, supplementary feed, and veterinary medicines. When feeding dietetic feed, we recommend regular veterinary check-ups.

Furthermore, iPet.ch GmbH is only liable for damages in the event of intent and gross negligence. Liability for slight negligence as well as for indirect damages and consequential damages is excluded to the extent permitted by law. Liability for personal injury and liability under the Product Liability Act remain reserved in any case.

Delivery

The parcels are delivered by Swiss Post (>90% of all orders) as well as other transport companies commissioned by us (e.g., DHL, DPD, Planzer).

Delivery usually takes place within 1–3 working days (Monday to Friday only) after receipt of payment (see payment methods). If longer delivery times are to be expected, this is noted directly for the affected items. We reserve the right to any delivery delays and will inform the customer as soon as possible. iPet.ch GmbH assumes no liability for transport damages.

It is possible that the requested goods in an order will be delivered in different parcels. These will not necessarily be delivered on the same day. Delivery abroad is not possible (only Switzerland and Liechtenstein). If we receive multiple orders from one customer on the same day, combination cannot be guaranteed. My Post 24 and PickPost addresses can only be considered for parcel deliveries by Swiss Post. If you wish to select such a delivery address, please contact our customer service before completing your order (Monday to Friday: 08:30–12:00 / 13:30–16:30 or [email protected]).

If iPet.ch GmbH is not supplied by its supplier or not supplied on time through no fault of its own, it is entitled to withdraw from the contract. It will inform the customer immediately, suggest an equivalent replacement product if possible, and refund any payment already made without delay. Further claims by the customer are excluded.

Transport insurance (1.9% of the order value)

Dispatch via the post/forwarder is carried out with the greatest possible care. Nevertheless, it can happen that your order is damaged or lost on the way. Unfortunately, this is not our responsibility.

We therefore recommend that you take out transport insurance when selecting the shipping method in the checkout to insure against damage or loss during transport.

In these cases, we guarantee a free replacement delivery within a reasonable period.

External damage to the packaging that does not affect the quality or usability of the contents is excluded from the insurance cover. Excluded from the insurance are deliveries for which a deposit at the delivery address can be proven via a tracking number or a proof photo from the place of deposit.

Complaints / Claims

Complaints due to incomplete or incorrect delivery, or due to recognizable defects must be made in writing immediately, but strictly within 3 working days of receipt of the goods, detailing the individual defects. Unfortunately, we cannot assume any liability for defects reported too late.

Shipping conditions

From an order value of CHF 69.–, an order is delivered free of shipping costs. If the order value is less than CHF 69.–, we charge a flat rate for postage and packaging of CHF 6.90 per order, regardless of the number of parcels, the size, and the weight of the shipment. Selected items are shipped at a delivery cost of only CHF 3.80 or even free of charge, even if the order value is less than CHF 69.–.

Payment methods

TWINT: Your order will be processed with the highest priority. No payment fees apply.

Advance payment via e-banking: After completing your order, you will receive an email from us with the invoice and payment details. You can use this to pay for your order via e-banking. No payment fees apply.

Credit card

Credit card: Your order will be processed with the highest priority. No payment fees apply. The processing is encrypted via our payment service provider Wallee; credit card data is never stored by us.

Apple Pay

Apple Pay: Your order will be processed with the highest priority. No payment fees apply.

PostFinance Pay and PayPal

PostFinance Pay: Your order will be processed with the highest priority. For this payment method, we charge CHF 2.50 per order.

PayPal: You pay conveniently with your PayPal account. Your order will be processed with the highest priority. For this payment method, we charge CHF 1.50 per order.

Purchase on account

Purchase on account: You will receive the invoice directly after your order via email (payment method fee of CHF 1.50) and have a payment period of 30 days. Corporate customers must be activated by us in advance. To do this, please contact our customer service.

Installment payment

Installment payment: When paying in installments, you can choose between two or three installments. For the installment payment method, a fixed fee of CHF 5.00 is invoiced in addition to the shopping cart value. To process the installment agreement, we assign the claim to Ideal Payment AG. The installment agreement will be sent to you by post after completing your order.

The installments are to be paid as follows: 1st installment due within 10 days of the invoice date, 2nd installment within 40 days, 3rd installment within 70 days. In the event of default on an installment payment, the total amount becomes due for payment immediately. Example with three installments for a shopping cart value of CHF 1,500.00: 1st installment CHF 501.65 (CHF 500.00 goods value + CHF 1.65 fee portion), 2nd installment CHF 501.65, 3rd installment CHF 501.70.

Subscription orders

General

iPet.ch GmbH offers a subscription for selected items. When concluding a subscription, you select the desired items, the quantity, and the delivery interval. Subsequent deliveries are then triggered automatically according to the selected interval. The prices, discounts, and conditions shown in the shop at the time each individual subscription delivery is triggered are decisive.

Discounts, assortment, and offer

The amount of the subscription discounts and the associated discount levels are determined by iPet.ch GmbH and shown in the shop. The discount on the initial order may differ from that on subsequent deliveries.

iPet.ch GmbH expressly reserves the right to adapt, restrict, or discontinue the discount levels, the assortment available in the subscription, and the entire subscription offer at any time and without prior notice. There is no entitlement to the continuation of a specific discount level, a specific item in the subscription, or the subscription offer as a whole. However, before each subscription delivery, you will be informed about its upcoming dispatch and the applicable conditions and can adjust, postpone the delivery until it is triggered, or cancel the subscription.

Best price principle

The best price principle applies to subscription deliveries: The most favorable price for you is always decisive. If an item is in a promotion at the time a subscription delivery is triggered and is therefore cheaper than the subscription price, you will be charged the promotional price. Subscription discounts and promotional prices are not cumulative; the condition that is more favorable to you will be applied.

Advance notice of delivery

Before each subscription delivery, we will inform you in good time by email about the upcoming dispatch, the included items, as well as the prices and discounts applicable to this delivery. Until the delivery is triggered, you can adjust, postpone, or skip it in your customer account at any time, or cancel the subscription. If you do not exercise any of these options, the delivery is deemed to have been confirmed under the announced conditions. The General Terms and Conditions published at the time of triggering apply to each subscription delivery; the currently applicable version is linked in the advance notice.

Term and cancellation

The subscription is concluded for an indefinite period. There is no minimum term. You can cancel, pause, or adjust the subscription (item, quantity, interval, delivery address) at any time and without giving reasons in your customer account. Changes and cancellations become effective for all deliveries that have not yet been triggered at the time of the change. Deliveries that have already been triggered can no longer be canceled; the provisions on the return of goods apply.

iPet.ch GmbH, for its part, is entitled to cancel a subscription at any time without giving reasons in text or written form. The cancellation becomes effective for all deliveries that have not yet been triggered at the time of cancellation.

Shipping costs for subscription deliveries

The general shipping conditions apply to subscription deliveries. The shopping cart value actually invoiced for the respective delivery is decisive, i.e., the value after deduction of all discounts. If this value falls below CHF 69.–, namely due to a subscription discount or a promotion, the flat rate for postage and packaging will be charged.

Payment

The payment methods approved for the subscription in the shop are available for subscription deliveries. Since the subsequent deliveries are triggered automatically, a payment method that can be charged on a recurring basis must be stored for the subscription.

If the stored payment method cannot be charged, the subscription will be paused after three unsuccessful attempts. We will inform you of this by email. You can reactivate the subscription at any time by storing a suitable payment method in your customer account.

Availability of subscription items

If an item in your subscription is not available at the scheduled delivery time, the order for this item will be automatically canceled; the remaining items will be delivered. The subscription remains in place, and the item will be considered again for the next delivery, provided it is then available.

If an item is permanently removed from the assortment, we will inform you by email. You can select a replacement product in your customer account. If no selection is made, the affected item is omitted. If the subscription permanently contains no more subscription-eligible items, it will be suspended and terminated if no item is added within three months.

Credit check, dunning process, data protection

Credit check and scoring

iPet.ch GmbH reserves the right to obtain credit reports on the customer to protect its own interests within the scope of purchase processing and may forward customer data to third parties for this purpose.

For this purpose, the personal data required for a credit check (first and last name as well as address data) is transmitted to an external company. CRIF AG, Hagenholzstrasse 81, 8050 Zurich, carries out a corresponding assessment of credit capacity and creditworthiness based on mathematical-statistical procedures. The information subsequently received about the statistical probability of a payment default is included in the decision on the establishment, execution, or termination of the contractual relationship.

The credit check is carried out in compliance with the relevant data protection regulations and with special consideration for your interests worthy of protection. Please note that only CRIF AG can provide information on which data was used to calculate your credit profile.

Dunning process

The invoice is payable within 30 days. The invoice is paid on time if the amount owed is in the recipient's account by the end of the last day of the payment period.

If the payment deadline is not met and no fixed due date has been agreed, the customer is put in default by a reminder. In the event of default in payment, reminder fees will be invoiced to the defaulting customer (payment reminder CHF 2.90, first reminder CHF 20.00, second reminder CHF 25.00).

If the claim is not settled even after the reminders have been delivered, iPet.ch GmbH reserves the right to assign the claim to third parties at the customer's expense or to commission debt collection.

Legal action / debt collection costs in the event of late payment

The amount of the legal action / debt collection costs is calculated based on the outstanding claim:

Outstanding claim in CHF	Legal action / debt collection costs in CHF
0–150	max. 80.00, plus 5% default interest
151–600	max. 175.00, plus 5% default interest
601–1,000	max. 230.00, plus 5% default interest
1,000.01–10,000	max. 860.00, plus 5% default interest
from 10,000.01	9% of the outstanding claim, plus 5% default interest

Disclosure of personal data

As part of the contract processing, your personal data will be passed on to the transport company commissioned with the delivery or the relevant financial service provider, insofar as this is necessary for the delivery or payment of the goods.

CO₂ compensation

iPet may give the customer the option to make a contribution of a maximum of 5% of the goods value to compensate for the CO₂ emissions of their purchase. If this option is available, it will be displayed to the customer together with the amount of the climate contribution in the order overview. iPet collects the climate contribution with the support of a third-party provider. The contributions flow into selected environmental projects. iPet assumes no guarantee that information, assurances, or calculations regarding the climate contribution made by iPet or the third-party provider are correct.

Data protection

The protection of your personal data is important to us. Your credit card information is transmitted in encrypted form to our payment service provider; credit card data is never stored by us.

For detailed information on the nature, scope, and purpose of the processing of your personal data as well as your rights (including access, rectification, erasure, objection), please refer to our privacy policy: https://ipet.ch/en/data-privacy.

Retention of title

The goods remain the property of iPet.ch GmbH until full payment is made.

Amendment of these terms and conditions

The version of these terms and conditions published in the online shop at the time of the respective order is decisive. iPet.ch GmbH may change these terms and conditions at any time.

For subscription orders, a separate purchase contract is concluded when each individual delivery is triggered. The version of these terms and conditions published in the online shop at the time it is triggered applies to each delivery. The customer will be informed about the upcoming dispatch before each delivery and can adjust, postpone, skip, or cancel the subscription until it is triggered.

Subscription customers will be informed in advance by email about significant changes to the provisions regarding the subscription. In particular, changes to the cancellation options, payment obligations, and the introduction of additional costs are considered significant. Changes to the discount levels, prices, and the assortment available in the subscription are not considered significant; the customer will be informed of these in the advance notice of the respective delivery.

Contract language and contract text

The contract language is German. If the contract is concluded in another language, the German version shall prevail in the event of discrepancies between the language versions of these terms and conditions.

iPet.ch GmbH saves the contract text and sends the customer the order data as well as the applicable terms and conditions by email. The customer can also view the orders at any time in their customer account.

Applicable law

Swiss law applies exclusively to all legal relationships between the customer and iPet.ch GmbH, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG) and the conflict of law rules of the IPRG (Federal Act on Private International Law).

Jurisdiction

The place of jurisdiction is - subject to differing mandatory places of jurisdiction - Ulmiz.

Severability clause

Should individual provisions of these terms and conditions be or become wholly or partially invalid, the validity of the remaining provisions shall not be affected. The invalid provision shall be replaced by a legally permissible provision that comes closest to the economic purpose of the invalid provision.

Status: September 2026