Terms and Conditions

• Advance payment
• Credit card
• PayPal
• TWINT
• Invoice via POWERPAY, where offered
• Invoice direct via Zoo Roco AG, only for authorised regular customers
• WIR payment by prior agreement
• other payment methods displayed in the online shop

10. POWERPAY

11. Retention of title

The goods 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 if and to the extent provided for by law and required.

12. Purchase on account and default in payment 

The payment method “purchase on account” directly via Zoo Roco AG is only available to selected regular customers and must be authorised in the customer account or in the order process. There is no entitlement to purchase on account. When purchasing on account directly via Zoo Roco AG, the invoice amount is payable within 10 calendar days from the invoice date without deduction, unless a different payment period is stated on the invoice. This provision applies exclusively to invoices issued directly by Zoo Roco AG.

For purchases on account via POWERPAY, the payment terms, charges and conditions of POWERPAY apply. Zoo Roco AG can refuse, restrict or make purchase on account dependent on advance payment at any time.

If the customer is in default of payment in full or in part, Zoo Roco AG may remind the customer of outstanding amounts, withhold further deliveries and demand payment of outstanding amounts. 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 a third reminder by post. If reminders are unsuccessful, Zoo Roco AG may assign the claim to a debt collection company or instruct a debt collection company to collect the claim. Additional debt collection costs may only be charged to the customer to the extent permitted by law.

13. Shipping costs, frozen food and special shipments

For standard deliveries, a shipping cost share of CHF 9.90 will be charged, unless otherwise stated in the online shop. This shipping cost share applies to shipments up to 30 kg.

Additional surcharges may apply for heavier, bulky or particularly complex shipments. These are indicated in the online shop, in the product description or before completion of the order.

If the customer requests a partial delivery, an additional shipping cost share of CHF 9.90 may be charged for each additional partial delivery.

Frozen food is dispatched exclusively by overnight express. The delivery date is agreed with the customer in writing in advance. The customer is obliged to be present at the specified delivery address on the agreed delivery date and to accept the goods personally or via a suitable person. If frozen food cannot be delivered or accepted on the agreed delivery date for reasons attributable to the customer, the full price of the frozen food will be charged to the customer.

A return, refund or replacement delivery is excluded in this case, to the extent permitted by law

Transport surcharges indicated for specific products must be borne by the customer in addition. Zoo Roco AG does not generally ship live animals. Exceptions may apply for invertebrates, in particular feed animals, if these are expressly offered for shipping in the online shop.

14. Returns and exchange of defect-free goods

There is no general statutory right of return or withdrawal for online purchases in Switzerland.

However, Zoo Roco AG voluntarily grants a limited right of return in accordance with these GTC.

Defect-free items may be returned within 14 calendar days of receipt provided they are returned complete, unused, undamaged and in the original packaging.

The postage for returns is borne by the customer.

In addition, the return and processing fee according to clause 16 may apply. The return 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 processing and depreciation fee.

15. Items excluded from returns and exchange

The following items are in particular excluded from returns and exchange:

• Books, DVDs and software, if opened or unsealed
• Custom-made and individually procured items
• Items that were expressly ordered 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 items, opened consumables or opened packaging, if a return is not reasonable for hygiene or quality reasons

If the customer nevertheless returns excluded goods, there is no entitlement to a credit. For a re-delivery, the actual postage costs and a handling fee of CHF 20.00 may be charged. Re-delivery may be made dependent on advance payment.

16. Consequences of return

If goods are returned properly and accepted by Zoo Roco AG, Zoo Roco AG will refund the paid value of the goods or issue a credit note.

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

This fee covers, in particular, the administrative costs as well as the shipping and handling costs incurred by Zoo Roco AG in connection with the original delivery and processing of the return.

Furthermore, for an accepted return of defect-free goods, no additional original shipping costs will be charged separately, even if the remaining order value falls below a free shipping threshold or the minimum threshold indicated in the online shop as a result of the return.

Any transport surcharges, forwarding surcharges, payment charges and other expressly indicated additional costs that have already been incurred will not be refunded, to the extent permitted by law.

The return and processing fee of CHF 15.00 may be offset against the amount to be refunded or the credit note.

The fee is not charged if the return is due to a defect, a wrong delivery or another error by Zoo Roco AG.

The postage for returning goods to Zoo Roco AG is borne by the customer, unless the return is due to a defect, a wrong delivery or another error by Zoo Roco AG.

17. Exchange in case of incorrect size

18. Cancellation by the customer

An order can only be cancelled if 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 handling fee of CHF 20.00, provided that expenses have already been incurred.

Custom-made items, special orders and items that were expressly ordered with a delivery period and already procured specifically for the customer are excluded from cancellation, to the extent that such exclusion is legally permissible.

19. Inspection of goods and complaints

The customer must check the delivered goods as soon as possible after receipt. Obvious defects, wrong deliveries or transport damage must be reported to Zoo Roco AG as soon as possible, but no later than within 7 calendar days of receipt. 

Hidden defects must be reported immediately upon discovery. The notification should be made in writing by e-mail and, if possible, include photos of the defect, the packaging and the shipping label.

For plants, invertebrates, in particular feed animals, live fish feed, frozen feed and similar sensitive goods, any defect must be reported immediately after receipt, if possible on the day of delivery. The notification should, if possible, be accompanied by photos of the goods, the packaging and the shipping label.

Zoo Roco AG excludes liability for damages, loss of quality, spoilage, damage to or death of plants, invertebrates, in particular feed animals, live fish feed, frozen feed and comparable sensitive goods during the transport process, to the extent permitted by law.

This applies in particular to damage caused by cold, heat, temperature fluctuations, delays, improper storage during transport, late acceptance or unsuccessful delivery.

Zoo Roco AG endeavours to dispatch sensitive goods only when this appears reasonable in view of external conditions, in particular weather, temperature, delivery duration, weekends and public holidays. Shipping of sensitive goods generally does not take place on days where there is an increased risk of delay due to the weekend or public holidays. 

No guarantee is given for the condition of the goods after shipping, to the extent permitted by law.

For forwarding deliveries of terrariums, aquariums or other goods made of glass or containing glass components, the customer is obliged to check the goods immediately upon delivery and in the presence of the forwarding agent or driver for externally visible damage, in particular glass breakage. Any visible damage, glass breakage or damage to the packaging must be immediately noted on the delivery note, consignment note or the electronic delivery confirmation and countersigned by the forwarding agent or driver.

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

If the customer fails to check or have noticed visible damage confirmed, claims for transport or glass breakage damage may be made more difficult or excluded, to the extent permitted by law.

20. Warranty and guarantee

The statutory warranty rights under Swiss law apply to the extent that they cannot be validly and lawfully restricted. The statutory warranty period applies for new goods for consumers. This is not shortened by these GTC. In the event of demonstrable defects, Zoo Roco AG may, at its discretion, offer rectification, replacement, price reduction or rescission, to the extent permissible by law and provided this does not unduly restrict the customer's rights.

Manufacturer’s warranties exist in addition to the statutory warranty only to the extent described in the relevant warranty conditions of the manufacturer. The manufacturer's warranty does not restrict the customer's statutory rights.

The warranty does not apply to damage arising after handover due to improper use, incorrect storage, natural wear and tear, intervention by the customer or third parties, unsuitable care, unsuitable husbandry or non-observance of product, care, feeding or husbandry instructions.

For plants, invertebrates, in particular feed animals, live fish feed, frozen feed and comparable sensitive goods, Zoo Roco AG assumes no guarantee for damage, spoilage, loss of quality, damage or death that occur after handover to the shipping service provider or during shipment, to the extent permitted by law. In particular, no guarantee is assumed for dead feed animals, damaged plants, frost damage, heat damage, transport damage caused by temperature or weather influences, or damage as a result of delayed delivery or late receipt by the customer. For the relevant items, the product description additionally refers to the limited scope of the warranty and liability.

By ordering such items, the customer confirms having taken note of this information. Zoo Roco AG endeavours only to dispatch plants, invertebrates, in particular feed animals, live fish feed, frozen feed and comparable sensitive goods under suitable shipping conditions. However, this does not constitute a guarantee of the condition of the goods after shipping, to the extent permitted by law.

For feed, consumables, plants, frozen feed, live fish feed and invertebrates, in particular feed animals, the warranty is limited to defects that already existed at handover, are attributable to Zoo Roco AG and have been reported in good time.

21. Liability

Zoo Roco AG is liable for direct damage caused by intentional or grossly negligent conduct of Zoo Roco AG. Liability is excluded, to the extent permitted by law, for slight negligence, indirect damage, consequential damage, lost profits, loss of data, damage from improper use of the products or from unsuitable husbandry, care, feeding or use.

Liability for personal injury, mandatory statutory liability and damages arising from intentional or grossly negligent breach of contract remains reserved. The customer is responsible for checking before use whether products are suitable for the intended purpose, the particular animal, its state of health and the specific husbandry situation. If in doubt, professional advice should be obtained.

22. Data protection

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

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

23. Customer service

24. Applicable law and place of jurisdiction