Terms & Conditions

General Terms & Conditions (GTC)

The general terms and conditions (hereinafter referred to as "GTC") apply to all legal transactions that are concluded via the www.zoo-roco.ch online shop (hereinafter referred to as "online shop"). The online shop is operated by Zoo Roco AG (specialist pet shop store) based in Lyss BE.

Zoo Roco AG reserves the right to modify these GTC at any time. In each case, the valid version of these GTC at the time of purchase, which cannot be unilaterally changed for this order, is decisive. Conditions of the customer opposing or deviating from these GTC will not be accepted.

Deliveries shall be made exclusively to addresses in Switzerland or Liechtenstein.

Ordering is very simple with us!
You can send your order directly from the shopping cart by e-mail. Of course, orders by phone during business hours are also accepted (in doing so, the principle of prepayment always applies).

All orders will be shipped within 48 hours (if everything is in stock). All prices include current statutory value added tax.

For reasons of cost (postage, customs), we only deliver goods in Switzerland and Liechtenstein.

Zoo Roco AG attaches great importance to keeping availability and delivery times up-to-date on the online shop. However, due to production or delivery bottlenecks, delivery delays can occur both at Zoo Roco AG itself and at third-party suppliers. All information on the availability and delivery time is, therefore, subject to correction and may change at any time.

If items are not in stock, they will be redelivered as soon as possible.

We reserve the right to change (reduce) order quantities if, for cost reasons, a subsequent delivery becomes too expensive.

You order 10 bowls of cat food at CHF 1.35 each.
We only have 8 pieces in stock - then you will receive the 8 pieces, and 8 pieces will be charged; however, you will not receive an additional delivery with the remaining 2 pieces.

Conclusion of sale
The sale is concluded with the confirmation of the GTC and the submission of the order.

The arrival of an online order is displayed to the customer by means of an automatically generated order confirmation from Zoo Roco AG to the e-mail address given by the customer. Receipt of the automatically generated order confirmation does not imply that the product can actually be delivered. It merely shows the customer that the order has arrived at the online shop and the contract has thus been concluded.

Delivery date
After the order confirmation, the customer will be given a provisional delivery date, or the customer will be contacted, and an individual delivery date will be agreed upon.

If Zoo Roco AG is late to deliver, then the customer has the right to withdraw from the contract from the 30th calendar day after the date of delivery was originally announced (except for special orders). In this case, Zoo Roco AG will reimburse the customer any pre-paid amounts. Further claims against Zoo Roco AG do not exist.

Delivery / pickup at the store
With products from Zoo Roco AG, customers have access to all delivery and pick-up options, which are listed in the online shop under "Delivery options".

The delivery address of the customer must be easily accessible in Switzerland or Liechtenstein and for the post or lorry. If this is not the case, the customer shall bear any additional costs.

If the customer does not accept the ordered products on the agreed or indicated delivery date, Zoo Roco AG can terminate (cancel) the contract and charge the customer the resulting delivery costs and any loss of value.

If the customer chooses the option "Pickup in store", but does not pick up the ordered products within 14 calendar days of the goods being ready for collection, Zoo Roco AG may terminate (cancel) the contract.

Payment options
Purchase on account with instalment option (POWERPAY)

With the POWERPAY monthly invoice, you can easily settle your online purchase by invoice with instalment option. MF Group/POWERPAY offers the payment method "purchase on account" as an external payment service provider. When concluding the purchase contract, POWERPAY accepts the invoice claim incurred and processes the corresponding payment modalities. If you purchase on account, you accept not only our GTC but also those of POWERPAY. (Powerpay.ch/de/agb).

Please note that there is an administration fee per invoice and additional fees for instalments and late payments according to POWERPAY.

  • Credit cards
  • PayPal fees 4%
  • WIR (80% Wir/20% cash)
  • New customers against advance payment
  • Prepayment
    With prepayment, delivery (and also the order of items that are listed with a delivery period) takes place only after receipt of payment.

The goods remain Zoo Roco AG’s property until full payment has been received.

The ownership of the purchased item remains with us until full payment of all outstanding claims from the purchase (retention of title) and can be entered in the appropriate register.

In the case of fee-based purchases on account, the customer is obliged to settle the invoice amount within 30 calendar days after receipt of the delivery without any (discount) deduction. In the event of a partial return of the delivered products, the invoice amount may be reduced accordingly.

Late payment invoice Zoo Roco AG
If the customer does not comply with all or part of their obligations to pay, all outstanding amounts which the customer owes Zoo Roco AG shall be due immediately (in case of advance payment, within 8 calendar days from the 1st reminder), and Zoo Roco AG can claim them immediately and stop further deliveries of products to the customer.

Zoo Roco AG will charge an administrative fee of CHF 5.- for the 2nd reminder and an administrative fee of CHF 20.- by post for the 3rd reminder. If the reminders were unsuccessful, the invoice amounts could be assigned to a company commissioned with the collection. The collection company will assert all claims in its own name and on its own account and will also be able to charge additional processing fees.

Default of acceptance
If the acceptance of the ordered goods is refused by the customer, he is in default of acceptance and has to bear all accrued and incurred costs.

If a package is not picked up or is not accepted, the buyer shall pay for the return postage and the postage for a new delivery of the goods. In the case of a waiver of a new delivery, the actual postage costs will be charged = shipping + return postage. In addition, a processing fee of Fr. 20.00 will be charged.

We provide warranty under the conditions of the manufacturer. In case of verifiable defects, we can, at our discretion, remedy or provide free replacement of goods. A right to change or reduction, as well as damages of any kind, is excluded, as far as the exclusion of these rights does not conflict with mandatory legal provisions.

Shipping costs
A shipping cost of Fr. 8.- will be invoiced. If a partial delivery is desired, there will be a postage surcharge of Fr. 8.00.
This shipping cost is valid up to a weight of 30 kg. For heavier shipments, there will be a corresponding surcharge to pay, depending on weight or size. Please ask for conditions for heavy deliveries.

Frozen food will only be sent with night express (postage fees Fr. 25.00).

Item returns
Items that do not fit or are not suitable can be exchanged or returned within 14 days in their original packaging and in an unused condition. The purchaser must pay for the returns postage.
If the return period of 14 days is exceeded, the customer will be charged 20% of the value of the goods or at least CHF 20 and the effective postage costs.

No return/redemption possible with:

  • Books, DVDs and software
  • Custom-made products
  • Orders that are tendered with a delivery deadline and have to be procured by us
  • Feedstuff
  • Plants

Nevertheless, if a customer returns such goods, the actual postage costs and a processing surcharge of Fr. 20.00 will be charged for another delivery. This amount must be transferred in advance. A credit note will not be issued.

For goods that have a transport surcharge (shown in the description), this amount must also be paid by the buyer.

If goods are returned and the invoice amount falls below Fr. 100.00, the shipping costs of Fr. 8.00 are due.

If a customer sends back the whole order, the actual postage costs (not the shipping fee) will be invoiced according to weight as well as expenses in the amount of Fr. 5.00.

If an order is canceled, CHF 5.00 expenses will be charged. Order articles (articles with a stated delivery time) are excluded from cancellation.

If an item does not fit in size, it can be returned.
For the replacement item, a new order has to be placed in the online shop.

Complaints about deliveries of goods or defective goods can be made within 7 days after receiving the package.

Limitation of liability
Claims of damage for reasons of inability to perform, breach of contract, culpa in contrahendo or tortious acts, are excluded against us, as well as against our vicarious agents, unless intentional or grossly negligent action is the case. All liability is excluded for consequential damages resulting from the use of products.

Customer care
In the case of complaints and returns of goods and/or services sold, the customer may contact the online shop/point of sale (Tel: 032 384 02 82 Mail info@zoo-roco.ch), which is solely responsible for handling and processing.

Place of fulfilment and court of jurisdiction
Place of fulfilment and court of jurisdiction for all rights and obligations resulting from the contractual relationships is Lyss for both parties.