General Terms and Conditions

As of: 13 August 2026

1. Provider, Scope and Contract Version

The contracting party is TWHEELS GmbH, Untere Schwärzistrasse 54, 8872 Weesen, Switzerland, Commercial Register No. CH-020.4.066.502-5, UID/VAT No. CHE-329.307.797, email: info@twheels.ch, telephone: +41 43 508 20 26.

These General Terms and Conditions apply to orders placed through the TWHEELS online shop. The offer is intended for customers with a delivery address in Switzerland, the Principality of Liechtenstein and the member states of the European Union that can be selected at checkout. Product- and delivery-country-specific restrictions remain reserved.

A consumer is any natural person who acts for purposes that are predominantly outside their commercial or self-employed professional activity. An entrepreneur is any natural or legal person or partnership with legal capacity acting in the course of their commercial or self-employed professional activity.

The version of these General Terms and Conditions included in the ordering process when the order is placed is authoritative. Later changes apply only to future orders and do not amend contracts that have already been concluded. The customer may save or print the General Terms and Conditions before placing the order. Where mandatory law requires confirmation of the contract on a durable medium, TWHEELS will provide it no later than upon delivery of the goods.

Any terms and conditions of the customer that differ from these terms apply only if TWHEELS has expressly agreed to them. Merely using the website does not constitute consent to these General Terms and Conditions.

2. Offers, Product Information and Range

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

Product descriptions, technical data and expressly advertised characteristics form part of the contract to the extent provided by law. Minor deviations that are reasonable for the customer remain reserved, provided they do not impair the agreed use or mandatory rights.

Information on range, operating time, charging time or performance is based on the test conditions specified in each case. Actual values may vary, particularly due to temperature, load, tyre pressure, terrain, surface, assistance level, riding style, maintenance condition and battery age. This does not limit any expressly warranted characteristic or mandatory statutory right.

3. Prices, Vouchers and Discount Codes

The prices displayed during the ordering process apply in the currency shown there. Where applicable and unless stated otherwise, they include statutory VAT, advance recycling fees and other price components that cannot be freely selected. Delivery, shipping and additional costs are shown before the order is placed.

Price changes apply only to future orders. They do not change the price of a contract that has already been concluded.

Purchased gift vouchers are valid for ten years from the date of issue. Partial payments are possible, and the remaining balance remains available until the expiry date. Cash redemption or interest payments are excluded unless mandatory law requires otherwise.

Free promotional and discount codes are valid only for the stated period and under the conditions communicated before the order was placed. They cannot be paid out in cash and may only be combined where this is expressly stated. Mandatory rights and claims already arising from purchased vouchers remain unaffected.

4. Ordering, Conclusion of Contract, Pricing Errors and Unavailability

By placing an order, the customer submits a binding offer to conclude a purchase contract. The automatic order confirmation only confirms receipt of the order and does not yet constitute acceptance. The contract is concluded as soon as TWHEELS sends an express confirmation of acceptance or dispatch, or hands the goods over for dispatch.

TWHEELS may reject an order before the contract is concluded if a price, product description or discount calculation is obviously incorrect. The customer will be informed without delay. Any payment already made will be refunded via the same payment method, unless expressly agreed otherwise and this does not result in any costs for the customer. After the contract is concluded, only statutory rights based on an error remain reserved.

If goods are unavailable before the contract is concluded, TWHEELS may reject the offer and promptly refund any payment already made. If delivery becomes permanently impossible after the contract is concluded due to circumstances for which TWHEELS is not responsible, TWHEELS will inform the customer without delay and refund payments for the undelivered service. If the goods are partially available, the customer may choose between partial delivery and a refund for the undeliverable part. A replacement product will only be delivered with the customer's consent. Mandatory claims remain reserved.

5. Payment and Retention of Title

The payment methods displayed at checkout are available to the customer. TWHEELS may exclude individual payment methods for objective reasons or require payment in advance.

If the customer chooses an external payment service provider, in particular HeyLight, MF Group or POWERPAY, or Klarna, its contractual and data-protection terms made available in the checkout also apply. Claims may be assigned to the payment service provider as part of the selected payment method. Mandatory rights of the customer against TWHEELS remain unaffected.

Until full payment has been made, the goods remain the property of TWHEELS, insofar as retention of title has been validly established under the applicable law.

6. Parcel, Bulky-Goods and Freight Deliveries

The delivery method specified in the offer, checkout or order confirmation is decisive. Delivery dates are binding only if they have been expressly confirmed as binding.

For products marked as freight or bulky-goods deliveries, standard delivery, unless a more extensive service has been expressly agreed, includes delivery to the nearest kerbside at the delivery address that can be reached freely and safely by the delivery vehicle. Transport into a building, apartment or floor, transport via stairs, unpacking, assembly and disposal of the packaging are only owed if the relevant additional service was expressly agreed and confirmed before the order was placed.

The customer must provide correct contact and address details, known access restrictions and an accessible contact person. If a firmly agreed or reasonably announced delivery time slot applies, the customer must enable acceptance of the delivery.

If delivery cannot be completed for a reason attributable to the customer, or is refused without valid reason, TWHEELS may charge the actual, reasonable and documented additional costs incurred for the unsuccessful delivery attempt, return transport, necessary storage and a renewed delivery. This requires that the customer was transparently informed in advance of the amount or calculation of these costs. The customer may prove that no costs, or lower costs, were incurred. No such costs will be charged in the event of an error by TWHEELS or the carrier, or in the event of a justified refusal to accept the delivery.

7. Transfer of Risk, Delay in Delivery and Force Majeure

For consumers, the risk of accidental loss or accidental damage passes only when the consumer or a recipient authorised by them, who is not the carrier, has physically received the goods. If the consumer independently appoints a carrier that TWHEELS did not offer as a shipping option, the risk passes when the goods are handed over to that carrier. In the event of default in acceptance attributable to the consumer, the statutory provisions apply.

If a service is temporarily prevented by an event beyond TWHEELS's reasonable control that could not be avoided despite appropriate precautions, the performance period will be extended by the duration of the impediment. Such events may include natural disasters, governmental measures, war, civil unrest, epidemics, strikes outside TWHEELS's operations, and significant and unforeseeable transport or power outages. Ordinary price increases or avoidable procurement problems do not constitute force majeure.

TWHEELS will inform the customer as soon as possible and take reasonable measures to limit the consequences. If the impediment lasts longer than 60 days, either party may terminate the part of the contract that has not yet been performed. Payments for services not rendered will be refunded without delay. Statutory rights of cancellation, compensation and liability remain reserved.

8. Inspection and Transport Damage

Customers are asked to check the delivery upon receipt for completeness, accuracy and any apparent transport damage. Visible damage or shortages should, where possible, be documented upon delivery and reported to TWHEELS within 48 hours with meaningful photographs. Concealed damage should be reported immediately after discovery.

For consumers, failure to meet these deadlines does not result in the loss of mandatory statutory warranty rights. Failure to note an issue on a delivery receipt does not automatically constitute approval of a defect. Entrepreneurs are subject to the statutory duties to inspect and give notice of defects.

9. Statutory right of withdrawal for consumers in the European Union and the Principality of Liechtenstein

9.1 Information on the right of withdrawal

Consumers habitually resident in a Member State of the European Union or in the Principality of Liechtenstein have a statutory right of withdrawal or cancellation for distance contracts, unless a statutory exception applies.

The period is 14 days from the day on which the consumer or a third party designated by the consumer, other than the carrier, received the goods. In the case of an order for multiple goods delivered separately, the period begins upon receipt of the last item. For goods delivered in several partial shipments or pieces, it begins upon receipt of the last partial shipment or the last piece.

To exercise the right, the consumer must inform TWHEELS of their decision by means of an unambiguous statement. The statement may be sent by post to TWHEELS GmbH, Untere Schwärzistrasse 54, 8872 Weesen, Switzerland, by email to info@twheels.ch or by telephone on +41 43 508 20 26. The model form under section 9.5 may be used but is not mandatory. To meet the deadline, it is sufficient to send the statement on time. Approval by TWHEELS is not required.

9.2 Consequences of withdrawal

Following an effective withdrawal, TWHEELS will reimburse all payments received without undue delay and no later than 14 days after receiving the withdrawal notice. Additional costs resulting from a more expensive delivery method chosen by the consumer will not be reimbursed. Reimbursement will be made using the same payment method as that used for the original payment, unless expressly agreed otherwise and provided this does not result in any costs for the consumer.

TWHEELS may refuse reimbursement until the goods have been returned or the consumer has provided proof that they have dispatched them, whichever occurs earlier. This does not apply if TWHEELS offered to collect the goods.

The consumer must return the goods to TWHEELS GmbH, Untere Schwärzistrasse 54, 8872 Weesen, Switzerland, without undue delay and no later than 14 days after sending the withdrawal notice, or hand them over there by appointment, unless TWHEELS has confirmed another return address or collection. The deadline is met if the goods are dispatched before it expires.

9.3 Return shipping costs upon withdrawal

The consumer is generally responsible for the direct return shipping costs. However, by arrangement with Twheels, the goods can be returned free of charge directly to the warehouse.

There are two shipping options:

• Shipment can be requested through Twheels.

• Alternatively, the consumer can organise the shipment themselves.

9.4 Loss in value

The consumer is liable only for any actual loss in value resulting from handling of the goods that was not necessary to inspect their condition, characteristics and functionality. The amount is determined exclusively by the verifiable, specific reduction in value.

9.5 Model withdrawal form

If you wish to withdraw from the contract, you can complete this form and send it to TWHEELS:

To: TWHEELS GmbH, Untere Schwärzistrasse 54, 8872 Weesen, Switzerland, Email: info@twheels.ch, Telephone: +41 43 508 20 26

I hereby revoke the contract I concluded for the purchase of the following goods:

Description of the goods:

Ordered on:

Received on:

Consumer's name:

Consumer's address:

Date:

Consumer's signature, only for notification on paper:

10. Voluntary Right of Return and Exchange

Irrespective of mandatory statutory rights, TWHEELS voluntarily grants the following additional rights:

• Days 1 to 14 after receipt: Return for a refund in money of the purchase price actually paid.
• Days 15 to 120 after receipt: Exchange for credit, another product, or a replacement delivery. No monetary refund is provided during this period.

10.1 Registration and Deadlines

The voluntary return or voluntary exchange must be registered by email at info@twheels.ch within the applicable period. TWHEELS will provide details of the next steps and the return address. Uncoordinated shipments may be rejected under the voluntary right for logistical or safety reasons. This does not affect mandatory statutory claims.

10.2 Condition and Packaging

To exercise this voluntary right, the goods must be complete, clean, functional, and packaged securely for transport. All accessories, manuals, cables, chargers, small parts, and inserts must be included. The goods may only have been inspected to the extent necessary to assess their condition, characteristics, and functionality.

10.3 Actual Loss of Value and Refusal

TWHEELS inspects every returned item. A deduction is permissible insofar as actual loss of value has been demonstrated and was caused by handling not necessary to inspect the item, extraordinary wear, soiling, improper repackaging, or missing accessories.

In the event of significant damage, extensive use, missing essential components, or if the goods can no longer be sold as a used or refurbished product, TWHEELS may refuse the voluntary return or voluntary exchange. Mandatory statutory rights remain unaffected.

10.4 Return Transport and Refund

The customer may hand over the goods free of charge in Weesen by prior appointment, arrange transport-safe shipping at their own expense, or order return transport through TWHEELS. The prices stated at the time of registration apply to voluntary return transport organised by TWHEELS.

Under the voluntary entitlement, the customer bears the direct return transport costs. In the event of an exchange, TWHEELS covers standard shipping for the new product. Any additional price of the selected product remains payable. Refunds are generally issued within 14 calendar days after receipt and inspection of the goods.

11. Statutory Warranty/Guarantee and Defect Handling

11.1 Statutory Rights and Voluntary Warranty

The statutory warranty covers the customer's rights against TWHEELS as the seller in the event of defective goods. It is governed by the mandatory or effectively applicable law. The voluntary TWHEELS warranty is an additional service and does not restrict statutory rights.

11.2 Reporting and Inspection

Defects should be reported to info@twheels.ch as soon as possible after discovery. The report should include the order number, product, description of the fault and meaningful photos or videos. Where relevant, the serial number, mileage, period of use and type of use must also be provided.

Before return transport, the customer must agree on the procedure with TWHEELS. This coordination serves diagnostic, logistical and safety purposes and does not restrict any substantive claims. The original packaging is not required. The goods must be packaged properly and securely for transport. In the event of a possible battery defect, Section 14 also applies.

11.3 In the Event of a Defect

If the inspection does not identify a covered defect, TWHEELS will inform the customer before carrying out any further chargeable work or arranging chargeable return transport. Unagreed additional costs will only be reimbursed insofar as they were objectively necessary, reasonable and legally payable by TWHEELS.

With the customer's consent, TWHEELS may offer the customer a repair, a replacement part or a replacement without requiring the defective product to be returned. The customer is not obliged to accept this voluntary offer instead of mandatory statutory rights. A defect does not in every case entitle the customer to an immediate refund of the purchase price. The statutory requirements and statutory sequence of remedies remain decisive.

12. Wear and Tear, Modifications and Warranty Exclusions

Normal wear and tear resulting from use does not constitute a defect. This also applies to wearing parts such as brakes, tires, tubes, rollers, belts, straps, springs, bearings, sprockets and comparable power-transmitting parts, insofar as the specific impairment is actually attributable to ordinary wear and tear. Material, manufacturing or factory assembly defects affecting such parts remain covered.

The TWHEELS warranty excludes damage caused or materially contributed to by improper use, incorrect assembly, inadequate maintenance, overloading, falls, accidents, external influences, unauthorised commercial use, exceeding binding usage limits, moisture, water, frost, heat, improper storage, removal of restrictions, tuning, manipulation of the control system, unsuitable chargers, technically incompatible components, improper repairs or other unauthorised interventions.

13. Liability

TWHEELS shall be liable in accordance with the applicable statutory provisions. In the event of a slightly negligent breach of an essential contractual obligation, the performance of which is essential for the proper execution of the contract and on compliance with which the customer may regularly rely, TWHEELS shall be liable for the foreseeable damage typical of the contract. In all other respects, liability for slight negligence, as well as for indirect damage, loss of profit and pure financial consequential loss, shall be excluded to the extent permitted by law.

Mandatory liability claims remain unaffected, in particular those arising from unlawful intent, gross negligence, injury to life or health, and under applicable product liability law. Mandatory rights relating to defective goods and expressly assumed guarantees also remain unaffected.

14. Data protection, applicable law, jurisdiction and final provisions

TWHEELS processes personal data for the performance of the contract and in accordance with the Privacy Policy. Necessary data may, in particular, be transferred to logistics, payment and IT service providers.

Swiss law shall apply, excluding the UN Convention on Contracts for the International Sale of Goods. For consumers, this choice of law shall apply only insofar as it does not deprive them of the protection afforded by mandatory provisions of the state in which they habitually reside, which would apply in the absence of this choice of law. Where mandatory conflict-of-law rules directly designate the law of the state of habitual residence, that law shall prevail.

Consumers are subject to the mandatory statutory places of jurisdiction. An exclusive jurisdiction agreement at TWHEELS’s registered office shall apply only to businesses and only to the extent permitted by law.

Should any provision of these General Terms and Conditions be or become wholly or partially invalid or unenforceable, the agreement and the remaining provisions shall remain effective to the extent permitted by law. The relevant statutory provisions shall replace the invalid provision. The language of the contract shall be the language selected during the ordering process and made available to the customer.