Terms of service

1. Scope of Application

For the use of this website and the business relations between TWHEELS GmbH, Untere Schwärzistrasse 54, 8872 Weesen, Switzerland, Commercial Register No. CH-020.4.066.502-5, UID/VAT No. CHE-329.307.797, and its customers, the following General Terms and Conditions (GTC) in the version currently accessible and valid at the time of website access or order placement apply.

The offer on this website is directed at customers residing or based in Switzerland, the Principality of Liechtenstein, Germany, and Austria, unless specific delivery or sales restrictions apply in individual cases.

A customer is any natural or legal person who maintains business relations with TWHEELS GmbH.

These Terms and Conditions, delivery and payment terms, and privacy policies may be adjusted from time to time. Conflicting, supplementary, or deviating conditions require the express written confirmation of TWHEELS GmbH to be valid.

By using this website or placing an order, the customer confirms full acceptance of these Terms and Conditions, including delivery and payment terms.

If any provisions of these Terms and Conditions are or become invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.

2. Offers and Service Descriptions

The presentation of products in the online shop does not constitute a legally binding offer but an invitation to the customer to place an order.

Service descriptions, product images, catalog information, and website details do not constitute a guarantee or warranty unless expressly confirmed in writing.

All offers are valid "while supplies last," unless otherwise stated for the products. Errors, technical changes, price changes, typographical errors, and printing errors are reserved.

3. Prices and Shipping Costs

The prices from TWHEELS GmbH include, unless otherwise noted, the statutory value-added tax, any advance recycling fees, and copyright fees for electronic devices.

Prices are quoted in Swiss Francs (CHF) or in the currency specified during the ordering process.

Shipping of goods is generally free of charge for the customer, unless otherwise stated during the ordering process. Exceptions explicitly include chargeable extras, accessories, additional services, special transports, returns, pickups, or special shipping methods.

Technical changes, errors, price changes, and printing errors are reserved. TWHEELS GmbH can make price changes at any time and without prior notice.

The sales prices do not include consulting, assembly, setup, or support services unless these are explicitly listed as part of the offer.

4. Ordering process and conclusion of contract

By placing an order via this website and accepting these Terms and Conditions, the customer makes a legally binding offer to conclude a contract.

TWHEELS GmbH then sends an automatic order confirmation by email confirming receipt of the order. This order confirmation does not yet constitute acceptance of the offer.

Orders placed are binding for the customer. The customer is only entitled to the voluntary right of return regulated in clause 7, provided its conditions are met.

The contract is concluded as soon as TWHEELS GmbH sends a shipping confirmation by email or hands over the ordered goods for shipment.

Orders are generally only shipped after full payment has been received and the goods are available.

If it becomes apparent after the conclusion of the contract that the ordered goods cannot be delivered or cannot be delivered in full, TWHEELS GmbH is entitled to withdraw from the entire contract or from part of the contract. Payments already made will be refunded to the customer for the goods that cannot be delivered. TWHEELS GmbH is not obliged to provide a replacement delivery in the event of contract termination.

5. Inspection obligation and transport damages

The customer is obliged to check the delivered goods immediately upon receipt for completeness, correctness, and externally visible damages.

Externally visible transport damages, packaging damages, or shortages must be reported in writing by email to TWHEELS GmbH within 48 hours after delivery and accompanied by meaningful photos.

Hidden transport damages that were not externally visible upon delivery must be reported immediately after discovery, but no later than within 5 calendar days after receipt of the goods.

If the customer fails to inspect and report in a timely manner, the delivery is considered approved with regard to transport damage and shortages, as far as legally permissible.

The customer's warranty rights in case of material defects, especially material, production, or functional defects, are governed exclusively by clause 8 and remain unaffected by this clause.

6. Payment options and retention of title

The payment methods specified during the ordering process are available to the customer.

TWHEELS GmbH reserves the right to exclude customers from certain payment methods without giving reasons or to require prepayment.

The delivered goods remain the property of TWHEELS GmbH until full payment is made.

7. Voluntary return and exchange right

Swiss law generally does not provide a statutory right of withdrawal for online purchases. However, TWHEELS GmbH voluntarily grants its customers a 120-day return and exchange right subject to the following conditions. This voluntary right applies in addition to any statutory warranty rights.

The voluntary return policy is structured in two stages:

Day 1 to 14 after receipt of the goods: The customer receives a full refund of the purchase price (cash refund).
Day 15 to 120 after receipt of the goods: The customer receives, at their choice, a credit note, an exchange, or a replacement delivery. No cash refund is made during this phase.

The period begins on the day the customer or a person designated by the customer receives the goods. The respective period is considered met if the customer submits the return in writing by email within the relevant stage to info@twheels.ch registers. In both stages, the following conditions, exclusions, and deductions apply.

7.1 Conditions for a return

A return is only possible if the goods:

is returned completely;
includes all accessories, manuals, cables, chargers, small parts, and inserts;
is clean, undamaged, and functional;
shows no signs of use beyond what is necessary for normal inspection;
is returned in the original packaging;
is properly and securely packaged for transport;
can be resold as like-new returned goods after inspection, cleaning, and repackaging.

Returns are only possible in the original packaging. Therefore, the customer is obliged to keep the original packaging throughout the entire return period.

Especially for large or sensitive products such as e-bikes, e-scooters, walking pads, fitness equipment, Pilates reformers, or comparable products, the goods must be properly and securely repackaged in the original packaging.

The goods may be unpacked and carefully inspected for testing. However, they must not be used beyond what is necessary for normal inspection of condition, features, and function.

7.2 Depreciation, deductions, refund, and credit

TWHEELS GmbH inspects every returned item upon receipt.

If the goods are returned properly, completely, clean, undamaged, functional, and in like-new condition, the customer will receive a refund within the first 14 days and from the 15th to the 120th day a credit, exchange, or replacement delivery.

TWHEELS GmbH reserves the right to make a reasonable deduction from the refund or credit amount in case of actual loss of value, extraordinary wear, dirt, damaged packaging, improper repackaging, missing accessories, missing parts, or increased inspection, cleaning, or reconditioning effort.

Such a deduction is not standard but only applied if the inspection of the returned goods reveals a corresponding loss in value or reconditioning effort.

As a guideline, the deduction may amount to up to 20% of the purchase price depending on the condition of the goods. In case of significant damage, heavy use, missing essential components, or if the goods can no longer be sold as like-new returns, TWHEELS GmbH reserves the right to apply a higher deduction or reject the return.

A refund or credit will be issued after receipt and inspection of the goods, usually within 20 calendar days. TWHEELS GmbH may refuse the refund or credit until the goods have arrived and been inspected.

7.3 Exclusion of returns

The voluntary right of return and exchange excludes in particular:

Products specially ordered, manufactured, or customized at the customer's request;
Used or assembled products as well as products that have been used beyond what is necessary for normal inspection;
Products with obvious signs of use, damage, dirt, or missing parts;
Products without original packaging;
Products that have not been returned properly or securely for transport;
Hygiene products or items that cannot reasonably be returned for hygiene reasons if they have been opened or used;
digital content, vouchers, and services, provided they have already been delivered or redeemed.

7.4 Return and Costs

Returns are only permitted after written registration and approval by TWHEELS GmbH and only to the return address specified by TWHEELS GmbH. Unregistered returns cannot be reliably processed.

Returns are made at the customer's expense and risk.

The customer is responsible for packing the goods securely and properly in the original packaging for transport. Damages caused by inadequate repackaging may be charged to the customer or deducted from the refund amount.

If a pickup is organized by a logistics partner of TWHEELS GmbH, the corresponding pickup and transport costs may be charged to the customer or deducted from the refund amount.

For consumers residing in the EU, the mandatory statutory consumer protection provisions, including any statutory right of withdrawal, remain reserved (see section 13); they are not restricted by this voluntary return policy.

8. Warranty

TWHEELS GmbH strives to deliver goods in flawless quality.

In the event of defects, TWHEELS GmbH assumes warranty for freedom from defects and functionality of the purchased product during the statutory warranty period, usually two years from the date of delivery, unless there are deviating legal or contractual provisions. Defects must be reported immediately upon discovery in writing by email to info@twheels.ch, including a description of the defect and meaningful photos or videos.

It is at the discretion of TWHEELS GmbH to fulfill the warranty by repair, equivalent replacement, spare parts, price reduction, or rescission. TWHEELS GmbH will determine the procedure in individual cases after consultation with the customer, in particular whether the defect will be remedied by sending spare parts, a repair, an exchange, or a return of the product.

A return shipment in the case of warranty claims will only take place after prior consultation and approval by TWHEELS GmbH. The customer is obliged to pack the goods properly and securely for transport when returning them. The original packaging is not required for this; the conditions of the voluntary return and exchange policy according to section 7, especially the return in the original packaging, do not apply to warranty cases. For products with lithium-ion batteries, section 9 also applies.

Further claims are excluded as far as legally permissible.

Collection, delivery, transport, and shipping costs in the event of a warranty claim may be charged to the customer, provided this is legally permissible and no mandatory claim to the contrary exists. If a defect for which TWHEELS GmbH is responsible exists, TWHEELS GmbH bears the costs of the return shipment authorized by it.

The warranty excludes in particular:

Normal wear and tear;
Wear parts such as brakes, tires, tubes, rollers, belts, springs, bearings, or similar parts;
Consumables, batteries, and accumulators, as far as legally permissible or as far as they are subject to normal wear and tear;
Damage caused by improper use, incorrect assembly, poor maintenance, overloading, falls, accidents, or external influences;
Damage caused by moisture, water, frost, heat, improper storage, or improper use;
Damage caused by modifications, repairs, or interventions by the customer or third parties

9. Special Provision for Lithium-Ion Batteries

Returning defective, damaged, swollen, deeply discharged, or otherwise unsafe lithium-ion batteries via regular postal or parcel services can be dangerous and is legally restricted or prohibited.

If a product shows a possible battery defect, the customer must contact TWHEELS GmbH customer service before any return shipment to discuss the further procedure and safe transport.

Unregistered returns with damaged or safety-critical batteries may be refused.

10. Liability

TWHEELS GmbH excludes any liability, regardless of its legal basis, as well as claims for damages against TWHEELS GmbH and any auxiliaries and vicarious agents, as far as legally permissible.

TWHEELS GmbH is not liable for indirect damages, consequential damages, lost profits, data loss, or other personal, property, and pure financial losses of the customer.

Mandatory legal liability remains reserved, especially for gross negligence or unlawful intent.

11. Purchase on Account and Payment Service Provider

HEYLIGHT

For installment payments and purchase on account, TWHEELS GmbH may cooperate with the external payment service provider HeyLight. If the customer selects a payment method provided by HeyLight during the ordering process, TWHEELS GmbH may pass on the customer's personal data in the form of contact and order details to HeyLight during the checkout process to verify whether the customer qualifies for the chosen payment method.

By choosing a payment method provided by HeyLight, the customer accepts the terms and conditions and privacy policy of HeyLight in addition to these GTC. The transmitted personal data will be treated in accordance with the applicable data protection regulations and the privacy policy of HeyLight.

POWERPAY

MF Group / POWERPAY offers the payment method "purchase on account" as an external payment service provider. With the individual invoice, the customer can pay for their online purchase by invoice.

If the customer waives payment within the specified period, they will subsequently receive a monthly invoice with an order overview in the following month.

When concluding the purchase contract, POWERPAY takes over the resulting invoice claim and handles the corresponding payment modalities. When purchasing on account, the customer accepts the POWERPAY terms and conditions in addition to these GTC.

KLARNA

To offer Klarna's payment methods, TWHEELS GmbH may pass on the customer's personal data in the form of contact and order data to Klarna and/or Billpay during the checkout process so that it can be checked whether the customer qualifies for the offered payment methods and these can be tailored to them.

The transmitted personal data will be treated in accordance with the applicable data protection regulations as well as the privacy policies of Klarna and Billpay.

12. Data Protection

TWHEELS GmbH may process and use the data collected in the course of concluding the contract to fulfill the obligations arising from the purchase contract.

The data necessary for performance may be passed on to commissioned service partners, especially logistics partners, payment service providers, IT service providers, or other third parties, insofar as this is necessary for contract processing.

Further information can be found in the privacy policy of TWHEELS GmbH.

13. Applicable Law and Jurisdiction

The legal relationships between TWHEELS GmbH and its customers are subject to Swiss law, excluding the UN Sales Convention.

In contracts with consumers from the EU, mandatory consumer protection provisions of the state where the consumer has their habitual residence remain reserved, provided these are mandatory.

The contract language is German.

The place of jurisdiction for all disputes, to the extent legally permissible, is the registered office of TWHEELS GmbH in Weesen, Switzerland.