Customer Service_

Terms & Conditions

1. Company Information

 1.1 These General Terms and Conditions apply to all orders placed by customers via suplest’s own web shop suplest GmbH, Marienweg 8, 3400 Burgdorf, Switzerland, company identification number: CHE-113.876.864 (hereinafter referred to as suplest shop).

1.2 Services within the meaning of these General Terms and Conditions are all products and services which can be purchased as part of an online order at the suplest shop.

1.3 suplest reserves the right to modify these General Terms and Conditions from time to time. The General Terms and Conditions in force at the time the contract is concluded, i.e. the date when suplest confirms customer’s order, shall apply.


2. Offer and Conclusion of Contract

2.1 The display of products and the indication of prices in the suplest shop does not constitute a legally binding offer for the conclusion of a purchase contract, but are only invitations to customer to submit a binding offer.

2.2 By clicking the button "place order", the customer makes a binding order for the products listed on the offer page. After sending the order, the customer can no longer make any changes to the order.

2.3 Immediately upon receipt of the order the suplest shop confirms receipt of the order by e-mail. The purchase contract comes into effect only if the suplest shop confirms the dispatch of the goods by e-mail (confirmation of order or delivery), or at the latest by delivery of the goods. No response of suplest shop does not represent acceptance of the offer of the customer.

2.4 suplest shop reserves the right, depending on the chosen means of payment, to check your data regarding the payment method, its validity, your creditworthiness with respect to the order value as well as your personal credit frame and to refuse the acceptance of orders depending on the test result.

2.5 suplest shop shall be entitled to cancel or not to carry out respectively confirmed orders at any time, especially if suplest’s suppliers or manufacturers do not supply Products to suplest. 

2.6 Modifications of the order or cancellations required by the customer are only valid if confirmed by suplest in writing. Costs already incurred to suplest may be charged to the customer.

2.7 The products and their order option in the suplest shop is exclusively for persons of age.

2.8 The provision of services is only made in amounts customary in the household.


3. Pricing

3.1 Prices payable by customer are those in the indicated currency and in effect at the time of acceptance of the order by suplest.

3.2 The prices for the products offered are listed on the day on which the customer places the order. The prices are binding until the order confirmation by the suplest shop or during the period specified in the order confirmation.

3.3 Price changes due to changes in taxes, fees, or shipping costs are reserved.


4. Shipping costs and shipping

4.1 The delivery of the ordered products is always at the expense of the customer. We ship the products with the Standard Shipping service. The shipping costs consist of delivery and packaging costs. All orders within the European Union are shipped directly from our Warehouse in Germany.

All orders within Switzerland are shipped directly from our Warehouse in Switzerland.

4.2 Shipping costs

4.2.1 Shipping costs in EU: Free on orders over 250 EUR, 12 EUR for orders under 250 EUR.

4.2.2 Shipping costs spare parts and accessories in EU: 5 EUR 

4.2.3 Shipping costs in CH: Free on orders over 150 CHF, 11 CHF for orders under 150 CHF.

4.2.4 Shipping costs spare parts and accessories in CH: 5 CHF 

4.3 Customs and Import Fees: In addition to the calculated shipping charges, additional costs are normally incurred during importation outside the EU countries. These are usually national VAT, import duties or other charges.

 4.4 Shipping costs will be shown before ordering.

 4.5. Please note: a) We cannot deliver to PO Boxes. b) All orders within European Union are sent with Deutsche Post/ DPD. All orders within Switzerland are sent with Post/ DHL.c) Saturday delivery is not available.


5. Terms of delivery

5.1 Delivery is only to countries within the European Union and Switzerland.

5.2 Unless otherwise agreed delivery periods, the delivery time for the standard delivery is from order receipt in Germany and Switzerland up to 5 business days and in EU countries (excluding Germany) up to 10 business days. If the requested item is not in stock, the delivery period depends on the delivery period of the manufacturer.

5.3 suplest shop is not liable for delays in delivery, E.g. due to force majeure, traffic jams, bad weather conditions, unusual and unexpected arrest by authorities (customs, police, etc.), and they do not entitle customers to withdraw from the purchase contract or to claim damages.

5.4 Should not all ordered items be in stock, the suplest shop is entitled to partial deliveries.

5.5 Should the delivery of the goods fail due to fault of the customer despite a three-time delivery attempt, suplest shop may withdraw from the contract. No refunds for unsuccessful delivery (non-collection, incorrect delivery addresses, etc.).

5.6 Changes of address must be communicated by the customer to suplest shop without undue delay, as long as the contractually agreed legal transaction is not fully met. Statements made by suplest shop to the customer shall be deemed to have been received by the customer at the last address given by the customer.


6. Payment

6.1 Payment must be made in advance.

6.2 Payment shall be made in accordance with the payment types which can be chosen on the suplest shop website. suplest accepts the following payment cards and Paypal: MasterCard and Visa as well as Paypall. You’ll be charged when the order is placed.

6.3 Unless otherwise agreed, payment of the purchase price is due immediately upon conclusion of the contract. 

6.4 A set-off against customer's claims is excluded.


7. Property reservation

7.1 The customer can only exercise a right of retention, insofar as it concerns claims arising from the same contractual relationship.

7.2 The goods remain the property of the suplest shop until the purchase price has been paid in full.


 8. Right of withdrawal

8.1 Private end consumers (so-called consumers) resident in the European Union and Switzerland may cancel a contract and return any delivered product to suplest for any reason, provided that consumer has notified suplest in writing within 14 days of delivery.

8.2 In order to meet the deadline, timely dispatch of the goods before the end of the revocation period is sufficient with a notice of the exercise of the right of revocation. The customer may use the revocation form enclosed with the consignment, send a letter or send an e-mail.

8.3 The return of individual components of a set (combined unit) is only possible if these components are also offered for purchase by suplest shop.

8.4 The cost of the return shall be borne by the consumer. Transportable items are to be returned at our risk.

8.5 If you revoke this agreement, we have to repay you all payments which we have received from you immediately and at the latest within fourteen days from the date on which the notification of your revocation of this contract has been received by us. For such repayment, we will use the same means of payment that you have used in the original transaction, unless you have expressly agreed otherwise; in no case will you be charged for these repayment fees. We may refuse the refund until we have received the shoes or goods back.

8.6 In the case of an effective revocation, the services received at both ends shall be returned and any benefits (e.g. interests) drawn. If you can not, or only partially, return the received performance as well as usages (for example, advantages of use) or only in a deteriorated state, For the deterioration of the goods and for drawn uses you have to make a decade of sales, as far as the use or the deterioration is due to a handling of the thing, which goes beyond the examination of the characteristics and the function. "Testing the properties and the functionality" is the testing and testing of the respective goods, as is possible and customary in the store business.




9. Warranty

9.1 The suplest shop provides warranty by repairing defects. This will be done by suplest shop by supplementary fulfillment, e.g. removal of a defect (rectification) or delivery of a defect-free thing (replacement delivery).

9.2 If the supplementary fulfillment fails, the customer is entitled to withdraw from the contract. This does not apply to negligible deficiencies. The right of the customer to reduction is excluded.

9.3 The recipient undertakes to check the goods immediately upon receipt for their completeness and condition. Any complaints regarding quality and completeness must be communicated immediately to the suplest shop, but at the latest within 24 hours after delivery. Otherwise the delivery is deemed accepted.

9.4 The suplest shop is not liable for transport damage or damage resulting from improper storage of the goods after acceptance by the customer or his assistants. Should a customer notice that at delivery the products ordered have been damaged during transport, the employee of the delivering carrier the order should be notified. Not notifying the carrier about products damaged during transport, would however not affect customer’s warranty rights, however this helps suplest to raise a claim against the carrier or the transport insurance.

9.5 In the case of defects the return must be made to the address on the return papers or the return note. With the acceptance of goods returns, no acknowledgment of the customer's complaints is connected. The return is at the expense and risk of suplest shop. Obligations to reimburse payments will be fulfilled within 30 days of receipt of the return. The suplest shop is entitled to deduct any value replacement from the purchase price. In the case of a return of individual components of a set, the discount granted to suplest shop on all components of a set within the set price is forfeited. The customer is therefore only reimbursed for the returned components of the difference between the set price and the purchase price of the individual parts which he retains. Return shipments in the original packaging and with the settlement of the invoice or the delivery note in a packaging suitable for secure shipment simplify the processing. Product packaging, such as protective bags for shoes as well as high-quality shoe boxes, are considered part of the ordered goods. If these product packages are not returned or damaged in the event of a return of the goods, this can lead to a considerable deterioration of the goods. In these cases, suplest shop therefore reserves the right to demand the product packaging or to make a claim on the product.




10. Liability

The suplest shop excludes liability for minor negligent breaches of contract. The same applies to infringements of the rights of auxiliary persons and substitutes. In any event, suplest’s liability shall be limited to the (purchase) prices of the delivery/service in question. Further liability for damages of any kind of suplest, its auxiliaries or third parties instructed by suplest shall be excluded. In particular, Customer shall not be entitled to claim compensation for damages not caused to the Product itself, such as loss of production, loss of use, loss of orders, loss of profits or any other indirect or consequential damage.


11. Applicable Law

11.1 The Swiss law, excluding the UN Convention on Contracts for the International Sale of Goods, is exclusively applicable to the contracts.

11.2 Exclusive court of jurisdiction is Burgdorf, Switzerland.


12. Copyright

12.1 suplest shop has copyrights to all images, films and texts published on the suplest site. Use of the pictures, films and texts is not permitted without the express written permission of the suplest.

12.2 Insofar as the customer provides his own motifs or designs within the scope of the order assignment, e.g. by means of so-called uploads, the customer assures that these motifs and designs are free of third party rights, in particular not against the law in force and media law. The customer expressly guarantees that none of the motifs and designs, as well as any related data, contains illegal, offensive, racist, violence-promoting and / or pornographic content. The customer undertakes to indemnify us from third parties for breach of these obligations, in the event of the use of third parties, without any objection, and to reimburse the costs and fees required in the context of possible legal defense.


13. Data protection

 suplest complies with all data protection laws and will use data which could identify customers only as set out in the Privacy Policy section.


14. Final provisions

Should any provision of these General Terms and Conditions be invalid, the remaining provisions shall remain in effect. The statutory provisions shall apply instead of the invalid provision.

Latest update 25.05.2018