Terms and Conditions

• Payment in advance
• Credit card
• PayPal
• TWINT
• Invoicing via POWERPAY, where offered
• Invoicing directly via Zoo Roco AG, for registered regular customers only
• WIR payment by prior agreement
• Other payment methods displayed in the online shop

10. POWERPAY

11. Retention of title

The goods shall remain the property of Zoo Roco AG until full payment has been made. Zoo Roco AG is entitled to have the retention of title entered in the relevant retention of title register, in so far as this is provided for by law and necessary.

12. Payment on account and late payment 

The payment method ‘purchase on account’ directly via Zoo Roco AG is available only to selected regular customers and must be activated in the customer account or during the ordering process. There is no entitlement to purchase on account. When purchasing on account directly via Zoo Roco AG, the invoice amount is payable in full within 10 calendar days of the invoice date, unless a different payment term is specified on the invoice. This provision applies exclusively to invoices issued directly by Zoo Roco AG.

For purchases on account via POWERPAY, the payment terms, fees and conditions of POWERPAY shall apply. Zoo Roco AG may at any time refuse, restrict or make purchases on account subject to advance payment.

Should the customer be in default of payment, either in full or in part, Zoo Roco AG may issue reminders for outstanding amounts, withhold further deliveries and demand payment of outstanding sums. An administration fee of CHF 5.00 may be charged for the second reminder. An administration fee of CHF 20.00 may be charged for the third reminder sent by post. If reminders prove unsuccessful, Zoo Roco AG may assign the claim to a debt collection agency or instruct a debt collection agency to recover the debt. Additional debt collection costs may only be charged to the customer to the extent permitted by law.

13. Delivery charges, frozen food and special delivery

For standard deliveries, a shipping charge of CHF 9.90 will be applied, unless otherwise stated in the online shop. This shipping charge applies to parcels weighing up to 30 kg.

Additional surcharges may be levied for heavier, bulky or particularly complex consignments. These will be specified in the online shop, in the product description or before the order is completed.

If the customer requests a partial delivery, an additional delivery charge of CHF 9.90 may be levied for each additional partial delivery.

Frozen food is dispatched exclusively by overnight express. The express surcharge applies to parcels weighing up to 30kg.
The delivery date shall be agreed in writing with the customer in advance. The customer is obliged to be present at the specified delivery address on the agreed delivery date and to accept the goods in person or through a suitable representative. If frozen food cannot be delivered or accepted on the agreed delivery date for reasons for which the customer is responsible, the customer will be charged in full for the frozen food.

In this case, returns, refunds or replacement deliveries are excluded, insofar as permitted by law

Any delivery surcharges specified for individual products shall be borne by the customer in addition to the standard price. Zoo Roco AG does not, as a rule, dispatch live animals. Exceptions may be made for invertebrates, in particular feed animals, provided these are expressly offered for dispatch in the online shop.

14. Returns and exchanges of goods free from defects

In Switzerland, there is no general statutory right of return or withdrawal for online purchases.

Zoo Roco AG, however, voluntarily grants a limited right of return in accordance with these General Terms and Conditions.

Items free from defects may be returned within 14 calendar days of receipt, provided they are returned complete, unused, undamaged and in their original packaging.

The customer shall bear the cost of return postage.

In addition, the flat-rate return and handling fee as set out in clause 16 may apply. Returns must be agreed in advance with Zoo Roco AG. The return is at the customer’s risk. If the return period has expired or the goods do not meet the return conditions, Zoo Roco AG may refuse to accept the return or charge a reasonable handling and depreciation fee.

15. Items excluded from returns and exchanges

The following items, in particular, are excluded from return and exchange:

• Books and software, provided they have been opened or unsealed
• Bespoke products and individually sourced items
• Items ordered expressly with a delivery period and procured specifically for the customer
• Animal feed
• Frozen food
• Plants
• invertebrates, in particular feed animals, as well as live fish feed
• Hygiene products, opened consumables or opened packaging, provided that a return is not reasonable for hygiene or quality reasons

Should the customer nevertheless return excluded goods, there shall be no entitlement to a credit note. For redelivery, the actual postage costs and a flat-rate handling fee of CHF 20.00 may be charged. Redelivery may be made conditional upon advance payment.

16. Consequences of a return

If goods are returned in accordance with the terms and accepted by Zoo Roco AG, Zoo Roco AG shall refund the value of the goods paid for or issue a credit note.

For every accepted return of goods free from defects, a flat-rate return and processing fee of CHF 15.00 will be charged.

This flat-rate fee covers, in particular, the administrative costs as well as the postage and handling costs incurred by Zoo Roco AG in connection with the original delivery and the reversal of the transaction.

Furthermore, in the event of a duly accepted return of goods free from defects, no additional original delivery charges will be charged separately, even if the remaining order value falls below the threshold for free delivery or below a minimum threshold specified in the online shop as a result of the return.

Any transport surcharges, surcharges for freight forwarder deliveries, payment fees and other expressly stated additional costs that have already been incurred shall not be refunded.

The flat-rate return and handling fee of CHF 15.00 may be offset against the amount to be refunded or the credit note.

The flat-rate fee shall not be charged if the return is due to a defect, an incorrect delivery or any other error on the part of Zoo Roco AG.

The customer shall bear the cost of postage for returns to Zoo Roco AG, unless the return is due to a defect, an incorrect delivery or another error on the part of Zoo Roco AG.

17. Exchanges due to incorrect size

18. Cancellation by the customer

An order may only be cancelled provided it has not yet been processed, dispatched, specially procured or made available for collection.

In the event of a cancellation, Zoo Roco AG may charge a reasonable flat-rate processing fee of CHF 20.00, provided that costs have already been incurred.

Excluded from cancellation are custom-made items, special orders and items advertised with a delivery period and which have already been procured specifically for the customer.

19. Inspection of the goods and complaints

Customers must inspect the delivered goods as soon as possible upon receipt. Obvious defects, incorrect deliveries or damage caused in transit must be reported to Zoo Roco AG as soon as possible, and at the latest within 7 calendar days of receipt. 

Hidden defects must be reported immediately upon discovery. The report must be made in writing by email and, where possible, include photographs of the defect, the packaging and the dispatch label.

In the case of plants, invertebrates – in particular feed animals, live fish feed, frozen feed and similar perishable goods – any defect must be reported immediately upon receipt, if possible on the day of delivery. Where possible, the report should be accompanied by photographs of the goods, the packaging and the dispatch label.

Zoo Roco AG expressly excludes liability for damage, loss of quality, spoilage, damage to or death of plants, invertebrates – in particular feed animals, live fish feed, frozen feed and similar sensitive goods – during transport.

This applies in particular to damage resulting from cold, heat, temperature fluctuations, delays, improper storage during transport, delayed acceptance or unsuccessful delivery.

Zoo Roco AG endeavours to dispatch perishable goods only when this appears reasonable in view of external conditions, in particular weather, temperature, delivery times, weekends and public holidays. As a rule, perishable goods are not dispatched on days where there is an increased risk of delay due to weekends or public holidays. 

However, no guarantee is given as to the condition of the goods following transport.

In the case of deliveries by a carrier of terrariums, aquariums or other goods made of glass or containing glass components the customer is obliged to inspect the goods immediately upon delivery and in the presence of the carrier or driver for externally visible damage, in particular glass breakage. Any visible damage, broken glass or damage to the packaging must be noted immediately on the delivery note, the consignment note or the electronic proof of delivery and confirmed by the carrier or driver.

In addition, Zoo Roco AG must be notified immediately, if possible on the same day, by email. Where possible, the notification should be accompanied by photographs of the damaged goods, the packaging and the transport label.

Should the customer fail to carry out this inspection or fail to have any visible damage confirmed, the assertion of claims for transport damage or glass breakage may be impeded or excluded, to the extent permitted by law.

20. Warranty, Guarantee and Liability

The statutory provisions on warranty under Swiss law shall apply, insofar as these are not effectively and lawfully amended or restricted by these General Terms and Conditions.

For new goods intended for personal or domestic use and purchased by consumers, the statutory limitation period for warranty claims applies. This is not shortened by these General Terms and Conditions.

20.1 Defects and warranty claims

The customer is obliged to inspect the goods upon receipt and to notify Zoo Roco AG immediately of any apparent defects. Hidden defects must be reported immediately upon their discovery.

In the event of a justified and demonstrable defect, Zoo Roco AG may, to the extent permitted by law, at its own Wahl, in particular, carry out rectification, repair, replacement, a price reduction or rescission.

Zoo Roco AG is entitled to inspect the product in question, or to have it inspected by the manufacturer or a service centre, before recognising a warranty or guarantee claim.

20.2 Return of faulty or defective goods

Zoo Roco Defective or rejected products must first be returned, at the customer’s expense, to Zoo Roco AG or to a service centre designated by it, following prior contact with AG. Alternatively, the products may be handed in at the Zoo Roco AG shop during opening hours.

If, following an assessment, a warranty or guarantee claim is accepted, necessary and reasonable return costs shall be borne or reimbursed, insofar as this is required by law or the applicable guarantee terms provide for such costs to be covered.

Unnecessary additional costs, in particular for express, courier or other special delivery methods, will not be covered. Parcels sent carriage forward may be refused by Zoo Roco AG.

If it is determined that no warranty or guarantee claim exists, in particular in the event of improper use, incorrect operation, external damage or natural wear and tear, the costs of inspection, dispatch and return may be charged to the customer, insofar as this is permitted by law.

20.3 Manufacturer’s warranty

Where a manufacturer’s warranty applies to a product, its scope, duration and administration shall be governed by the manufacturer’s respective warranty terms and conditions.

Zoo Roco AG’s warranty obligations are, in the case of manufacturer’s warranties, generally limited to the services provided by the respective manufacturer under its warranty. Depending on the terms of the warranty, this may include, in particular, repair, replacement, the exchange of parts or any other service provided for by the manufacturer.

A claim for a specific warranty benefit, in particular for immediate replacement, a new device or a refund of the purchase price, shall only exist insofar as this is required by law or expressly provided for in the warranty terms and conditions.

A manufacturer’s warranty exists in addition to any statutory warranty claims and does not restrict the customers’ mandatory statutory rights.

20.4 Exclusion of liability in the event of improper use and wear and tear

To the extent permitted by law, the following are specifically excluded from the warranty and guarantee: damage and defects arising after the handover of the goods caused by:

• improper or unauthorised use;
• incorrect installation or commissioning;
• inappropriate storage or care;
• lack of or failure to carry out maintenance;
• Failure to comply with instructions regarding operation, care, feeding or husbandry;
• Interference, alterations or repairs carried out by the customer or unauthorised third parties;
• external influences, accidents or mechanical damage;
• Limescale, soiling or other operational factors;
• natural wear and tear as well as standard wear-and-tear parts.

20.5 Plants, feed animals, frozen food and other perishable goods

In the case of plants, invertebrates – in particular feed animals, live fish feed, frozen feed and similar perishable goods – Zoo Roco AG accepts no liability for damage, spoilage, loss of quality, deterioration or death occurring after handover to the transport provider or during transport, to the extent permitted by law.

This applies in particular to dead feed animals, damaged plants, frost or heat damage, damage caused by temperature or weather conditions, and damage resulting from late delivery or the customer’s failure to accept the consignment in a timely manner.

In the product descriptions for the relevant items, additional reference may be made to the limited scope of the warranty and liability.

By ordering the relevant items, customers confirm that they are aware of the specific risks associated with the dispatch of such goods.

Zoo Roco AG endeavours to dispatch plants, invertebrates – in particular feed animals, live fish feed, frozen feed and similar perishable goods – only under suitable shipping conditions. However, this does not constitute a guarantee as to the condition of the goods following transport, in so far as this is permitted by law.

In the case of animal feed, consumables, plants, frozen feed, live fish feed and invertebrates, in particular feed animals, the warranty is limited to defects that already existed at the time of handover, for which Zoo Roco AG is responsible and which were reported in good time.

20.6 Liability for consequential damages

To the extent permitted by law, Zoo Roco AG shall not be liable for indirect, incidental or consequential damages arising from a defect, malfunction or failure of a delivered product.

This applies in particular to:

• Water damage resulting from the spilling, breaking or leaking of aquariums, terrariums, filters, hoses, pumps or other water-carrying products;
• Damage to furniture, buildings, floor coverings or other items resulting from water leakage;
• the death, illness or other impairment of fish, invertebrates, reptiles, amphibians, plants or other animals as a result of the failure of filters, pumps, heaters, coolers, aeration systems, lighting, control systems or similar technical equipment;
• Consequential damages resulting from power cuts, technical faults or delayed detection of a defect.

The customer is obliged to inspect animals and technical equipment regularly and, insofar as this is necessary and reasonable for the specific animal husbandry, to put in place appropriate safety, monitoring and emergency measures. These may include, in particular, temperature checks, water level checks, leak protection, alarm or monitoring systems, and suitable spare or emergency equipment.

This exclusion of liability applies only to the extent permitted by law. Zoo Roco AG reserves the right to be held liable for unlawful intent or gross negligence, as well as other cases of liability that cannot be excluded by law.

21. Liability

Zoo Roco AG shall be liable for direct damage caused by the wilful or grossly negligent conduct of Zoo Roco AG. Liability is excluded, to the extent permitted by law, for slight negligence, indirect damage, consequential damage, loss of profit, loss of data, damage resulting from the improper use of the products, and damage arising from unsuitable husbandry, care, feeding or use.

Liability for personal injury, for mandatory statutory liability and for damages arising from intentional or grossly negligent breach of contract is reserved. Customers are responsible for checking, prior to using any products, whether they are suitable for the intended purpose, the animal in question, its state of health and the specific husbandry conditions. In case of uncertainty, expert advice should be sought.

22. Data Protection

Zoo Roco AG processes customers’ personal data to the extent necessary for orders, delivery, payment, customer service, returns, warranty, marketing and the fulfilment of legal obligations.

Further information on the processing of personal data can be found in the separate Privacy Policy of Zoo Roco AG, which is available in the online shop.

23. Customer Service

24. Governing Law and Jurisdiction