Allgemeine Geschäftsbedingungen

General Terms and Conditions for the Frel Solutions Website and Online Shop

1. Object

1.1 The following General Terms and Conditions (“GTC”) shall apply to the use of the website www.frels.swiss and also to orders of products placed by customers via the online shop owned and operated by Frel Solutions Sagl, Via Lugano 13, 6982 Agno, Switzerland (hereinafter referred to as “Frel Solutions”).

1.2 Frel Solutions shall be entitled to change the GTC at any time at its own discretion. The applicable version of the GTC is the one which is published at the time a purchase order is placed by the customer.


2. Terms of use

2.1 Only customers who have properly and truthfully filled in the checkout form shall be allowed to make purchases at Frel Solutions online shop.

The customer will be able to proceed with the purchase of the products after entering its credentials in the checkout area. 

2.2 The creation of several accounts and their use by the same person is strictly prohibited.

2.3 Any type of commercial use for the purpose of resale of products to third parties is likewise not permitted.

2.4 Infringement of the above mentioned conditions may lead to immediate exclusion and the assertion of claims for damages by Frel Solutions. Frel Solutions may, in addition, limit the maximum delivery quantities per item and customer.

2.5 Customer are obligated to treat their personal credentials information as confidential and to prevent access by unauthorized third parties.

2.6 The Personal Area will be made available by Frel Solutions for an indefinite period, until otherwise communicated. Frel Solutions reserves the right to verify that the email provided by the customer is correct, by sending an appropriate email to the customer and requesting the relevant opening and consultation of the link contained therein. The customer may, at any time, request the deletion of their Personal Area by contacting Frel Solutions in the “Contacts” section.


3. Online ordering process and contract

3.1 Customer is required to begin the purchase order by adding the selected products to the shopping cart. Customer can view the shopping cart again on the overview page before beginning the checkout process. It is required to provide the email and shipping address in the first step of the checkout process. In the following step, customer can review his/her selection and all information and can correct any errors before entering the payment information and placing his/her order.

3.2 By clicking on the “Buy now” button, customer confirms a binding order for the products that are in his/her shopping cart. An automated e-mail confirming that Frel Solutions has received the order is generated immediately after the order is sent; however, the e-mail message does not constitute an acceptance of the contract.

3.3 A binding contractual relationship shall only arise upon Frel Solutions confirming dispatch of the goods by e-mail.

3.4 After the customer has completed the order process by clicking on the “Buy now” button, it is no longer possible to change the billing address.

3.5 Before proceeding with these operations, the customer is required to read the contract, paying particular attention to the clauses on the right of withdrawal, as well as to print a paper copy and store a further copy that allows the customer to retain the information which are addressed to him/her personally, so that he/she can access them in the future for a period of time appropriate to the purposes for which they are intended and which allows the identical reproduction of the information stored therein.

The customer also has the burden of verifying the final sales price before submitting the relevant order, it being understood that the price applied to the product will be that indicated on the online shop, at the time of placing the order by part of the customer.

If the customer notices any irregularity, he/she will be required to promptly communicate it to Frel Solutions. The contract will be considered concluded when Frel Solutions receives, electronically, the correctly completed order form, sent by the customer, after verifying the success of the payment. By transmitting the order form, the customer confirms that he/she has understood and accepted the contract, as well as the further information contained in the online shop. Once the contract has been concluded, Frel Solutions will take charge of the purchase order.


4. Subject matter of the contract and characteristics

4.1 The subject matter of the contract is the sale of the products specified in the purchase order and listed in the customer’s order confirmation at the retail prices listed in the online shop.

4.2 The characteristics of the ordered products are based on the product descriptions in the online shop. Images of products on the website and online shop may be inaccurate under certain circumstances. In particular, colours may substantially differ for technical reasons. Images are used for illustrative reference only and can differ from the product. Technical data, weight, dimensions and performance specifications are specified as precisely as possible.

4.3 The presentation of products on the website and online shop constitutes a non-binding online catalogue and not a legally binding offer.

With regard to each product available in the online shop, if technically feasible, Frel Solutions will indicate whether the same:

a. it is available and can be purchased online;

b. it is not available at the moment and cannot be purchased online.

Frel Solutions explicitly reserves the right not to indicate the availability of the products indicated in the online shop. Frel Solutions may not process purchase orders that present incomplete or incorrect data, or in the event of unavailability of the products.

The type of products published and their availability may vary at any time, without this entailing any liability on the part of Frel Solutions towards the customer. The indication relating to the availability of the products is not binding, it being understood that the products indicated as “not available” cannot be ordered by the customer. In the event that the products presented in the online shop are no longer available or on sale at the time of sending the order and Frel Solutions is, consequently, not in a position to follow up on the purchase offer, Frel Solutions will proceed to inform the customer of this circumstance by e-mail, refunding the sum previously paid within 15 (fifteen) days from the date of the order.


5. Prices and shipping costs

5.1 The prices quoted at the time of the order shall apply to orders in the online shop. The prices quoted are retail prices in Swiss Francs for Switzerland and Euro for Austria, France and Germany and include the applicable value-added tax.

5.2 The shipping costs to be paid by customers are provided in the shopping cart in the order summary before the order is shipped.

5.3 Each announcement of a discount on the price of the product will indicate the previous price of the product applied by Frel Solutions for a specific period of time before the discount is applied. Previous price means the lowest price applied by Frel Solutions to all consumers in the 30 (thirty) days prior to the application of the discount on the price of the product. For products put on sale for less than 30 (thirty) days, Frel Solutions will indicate the period of time to which the previous price of the product refers. This does not apply to "introductory prices", which are characterized by subsequent announcements of price increases. Shipping costs, included in the total cost shown in the order form, are charged to the customer in a fixed flat rate. The prices of the products will remain the same until the order form is sent. It is understood that the prices of the products refer exclusively to those offered for sale via online shop.


6. Terms and conditions of delivery

6.1 Frel Solutions undertakes to ship the products within 8 (eight) working days and, in any case, at the latest within 30 (thirty) days of the conclusion of the contract.

If the delay in delivery is more than 90 (ninety) days than indicated, the customer will have the right to terminate the contract.

6.2 Unless otherwise agreed, delivery will be sent to the address provided by the customer. Deliveries are available within Switzerland, Austria, France and Germany only.

6.3 Deliveries are shipped by Swiss Post and German Post. Unless otherwise specified, items are usually received by the customer approximately eight working days after placing an order. Delivery time may change without prior notice.

6.4 The delivery times provided are approximate. Disruptions that are not caused by Frel Solutions or any of the companies that Frel Solutions has contracted (such as logistics companies for performance of the contract) as well as force majeure may further delay the delivery. Frel Solutions will inform customers of these methods of delivery disruptions as soon as Frel Solutions become aware of them.

If the delay in delivery is more than 90 (ninety) days than indicated, the customer will have the right to terminate the contract.

The customer is required to verify, at the time of delivery of the product, that the packaging and/or packaging and/or the products are intact, undamaged and unaltered. Any damage to the packaging or packaging of the products must be immediately detected by the customer and must also be communicated to Frel Solutions within 48 hours (forty-eight) of receipt, by registered letter with return receipt or other equivalent technology. Otherwise the package will be considered received without any reservations.

The delivered goods remain the property of Frel Solutions until full payment has been made.


7. Payment terms and retention of title

7.1 Payment for the items takes places via the methods of payment suggested in the order process (credit card, PayPal, Apple Pay, Shop Pay, Google Pay etc.) under the conditions specified thereof.

7.2 Frel Solutions may cancel or suspend an order if

(a) a customer is not or does not appear to be creditworthy,

(b) has been issued with more than one payment reminder,

(c) there are justified suspicions of dishonest intentions.

7.3 The goods shall remain the property of Frel Solutions until full payment has been made.


8. Returns

8.1 The customer has the right to withdraw from the contract concluded with Frel Solutions without any penalty and without specifying the reason, within 14 (fourteen) days from the day on which the customer acquires physical possession of the product. The date indicated on the Post tracking delivery document will prevail. The right of withdrawal must be exercised by the customer by sending Frel Solutions a written communication, by e-mail or ordinary mail, or via the form indicated in the online shop, where available, containing the expression of intention to exercise the right of withdrawal as well as

- the indication of the order number that gave rise to the contract from which customer intend to withdraw;

- the code of the product and/or products customer wish to return;

- the number of ordered products that customer wish to return;

- the date of the order;

- delivery date;

- the name of the buyer;

- the buyer's address.

In order to comply with the withdrawal deadline, it is sufficient for the customer to send the communication relating to the exercise of the right of withdrawal within the withdrawal deadline, which must necessarily be followed by confirmation from Frel Solutions customer service. 


In the event that the customer exercises the right of withdrawal, the customer is required to return to Frel Solutions the products without undue delay and, in any case, within 14 (fourteen) days from the date of the notice of withdrawal. The deadline is thus respected if the customer sends back the products before the expiry of the period of 14 (fourteen) days starting from the sending of the withdrawal notice. 

If the customer withdraws from this contract, the product cost will be refunded without undue delay and in any case no later than 14 (fourteen) days from the day on which Frel Solutions has been informed of the decision to withdraw from the contract. These refunds will be made using the same payment method used for the initial transaction. The refund may be withheld by Frel Solutions until receipt of the goods or until the customer demonstrates that he has sent back the products. The associated costs relating to the return of the products are entirely borne by the customer. The products must be returned intact and in their original packaging.

If the customer does not exercise the right of withdrawal in accordance with the conditions and terms of this clause, he will not be entitled to a refund.

8.2 The goods must be returned new, unworn, unwashed and in their original condition and original packaging, and with the order confirmation and/or invoice. The costs of return postage shall be borne by the customer.

Postal address for returns and exchanges:

Switzerland:

Frel Solutions Sagl

c/o MS Direct AG

Zelgstrasse 2

Tor 10/11

CH-9321 Arbon


Austria, France & Germany:

Frel Solutions Sagl

c/o MS Direct Fulfillment GmbH

Leo-Lutz-Strasse 2

87600 Kaufbeuren

Deutschland


8.3 The right of return is excluded for the products sold as part of a promotion (e.g. sale, special offers).

8.4 In order to exercise the right to cancel, the customer shall send a notification, along with the receipt or a proof of purchase of the product, to Frel Solutions within the time limits indicated above, at the following e-mail address: info@frelsolutions.swiss

8.5 The product must be returned unused and in the same condition that the customer received it, without signs of wear or dirt. The returned product must comply with the following conditions:

  • the right to cancel may be applied to the purchased product as a whole;

  • the product must be returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, tags, etc.);

  • the customer must send, along with the cancellation request, a receipt or proof of purchase of the returned product;

  • transport expenses (and any customs duty, if applicable) arising from the return of the products shall be borne exclusively by the customer;

  • until Frel Solutions confirmation of receipt of the returned product, liability for transport will be borne solely by the customer;

  • should the returned product be damaged during the transport, Frel Solutions shall notify the customer, to allow this one to submit a complaint against the courier and obtain appropriate compensation;

  • Frel Solutions will not be liable for damages, theft or losses that may occur during or as a result of a shipment made for the purposes of returning products.

8.6 Frel Solutions shall not refund the price of the returned product if:

  • the returned product and/or its accessories, and/or its packaging are not intact and/or in its original conditions;

  • the product does not include the original packaging;

  • the product is missing of parts and/or accessories;

  • the product and/or its parts and/or accessories and/or its packaging are damaged;

  • the cancellation request is made after 14 (fourteen) days from the date of receiving of the product and/or the shipment of the returned product is made after 14 (fourteen) days from the date of the cancellation request.

Should the customer’s right to cancel be forfeited, Frel Solutions shall arrange to return the purchased product to the customer, debiting the shipping costs from the same.

8.7 Once the returned product is received and inspected, Frel Solutions will send the customer an e-mail message to notify this one that the returned product has been received. Frel Solutions will also notify the customer of the approval or rejection of the refund.

8.8 If the refund is approved, then the customer’s refund will be processed, and will be automatically carried out by transferring the debited amount, via the same payment method used by the customer for the initial transaction within 14 (fourteen) days from the date of receipt of the returned product.

If the refund is not received within the above mentioned time limit, Frel Solutions invites the customer to first check his/her bank account and/or contact the credit card company (it may take some time before the refund is officially posted). 

8.9 If the customer has done all of this and the refund have not been received, please contact Frel Solutions at the following e-mail address: info@frelsolutions.swiss

8.10 The customer is responsible for the shipping costs for returning the product. Shipping costs are non-refundable. If the customer is eligible for a refund, and the shipping costs have been borne by Frel Solutions, the return shipping expenses will be deducted from the customer’s refund.


9. Data protection and confidentiality

9.1 Frel Solutions shall only store data which is required for the purposes of customer service.

9.2 In order to create a customer account, customers will be required to provide personal data. This includes first name, last name, e-mail address and addresses. The provision of additional personal data is voluntary and is used to create a customer profile. This is used by Frel Solutions for the purposes of data processing, administration of customer accounts and for marketing, for example the personalised sending of newsletters if the customer wishes to receive these.

9.3 Frel Solutions uses cookies. However, these are merely used for storing customer transactions and facilitating the customer’s future visits and purchases. Cookie permissions may be changed in the security settings of the customer’s browser.

9.4 Frel Solutions uses Google Analytics to enable analysis of website usage. This generates anonymised analyses and diagrams. Google Analytics is used merely for the purposes of Frel Solutions’ own market research and for anonymised remarketing measures in order to adapt the design of the website optimally to customer requirements.

9.5 No personal data are transferred to third parties without the customer’s knowledge, except for data which has to be transmitted in order to implement orders, handle and control payments, carry out credit checks, and perform statistical analyses.

The customer is required to read the privacy information directly on the online shop in the specific section at the bottom of the online shop pages “Privacy policy”.


10. Liability

10.1 Claims by customers for damages are excluded, other than those arising from injury to life, limb, health as well as liability for damages based on an intentional or grossly negligent breach of duty.

10.2 Data communication via the Internet cannot be guaranteed to be error-free and/or available at all times with the current technology. Therefore, Frel Solutions is neither liable for the continuous and uninterrupted availability of the online shop, nor for technical and electronic errors beyond Frel Solutions control during an ordering transaction.

10.3 Links on the website to other websites are provided solely for customer information and better navigation. If links are created to other websites or sources, then Frel Solutions is not responsible or liable for the availability of such external sites or sources. The content accessible on such websites or sources is not our own, and any liability or warranty for this is excluded.


11. Intellectual property rights

11.1 Frels® is a registered trademark of Frel Solutions. The company owns other brands, logos, designs, products and information, and all copyrights and/or other intellectual property rights on website www.frels.swiss, online shop and/or patents related to the Frels® product which may not be copied, reproduced, posted, transmitted, modified or distributed in any way (electronically or in writing), without first obtaining the written consent of the owner of such materials or to be legally entitled to this.

11.2 Downloading or printing of materials from the website and online shop does not express or imply the transfer of rights. However, customer may download any page of the website and online shop for exclusively personal, non-commercial purposes, provided that customer do not remove the references to the copyrights.

11.3 The copyright of some documents and other materials provided on the website and online shop belong to third parties. These documents and the other materials have been provided on the website and online shop with the permission of the owner of these copyrights. Customer must check the references to the copyright of these documents or materials.

11.4 All rights not granted under these GTC remain reserved by Frel Solutions.


12. Applicable Law and place of jurisdiction

These GTC are governed exclusively by Swiss law, regardless of the place of shipment and delivery of the order. 

Any dispute relating to the existence, interpretation, execution or termination of these GTC and/or the contract concluded between the consumer and Frel Solutions, will be devolved, in the absence of a transaction, to the exclusive jurisdiction of the consumer court, i.e. the judge of the place of residence or domicile of the buyer, if located in Switzerland.


13. Miscellaneous

Without prejudice to mandatory legal provisions, if the purchased product is intended for markets in countries not belonging to Swiss and European Union, it will be the customer's responsibility to communicate in writing to Frel Solutions all regulations applicable to the product in the country of destination, including technical specifications, also relating to product safety, and customs and import regulations. It is also understood that the customer assumes sole responsibility for any non-compliance of the product with the aforementioned regulations, and will hold Frel Solutions harmless from any damage deriving therefrom.


14. Complaints

For any complaint, please contact Frel Solutions, at the following address: info@frelsolutions.swiss


15. Changes to the General Terms and Conditions

These GTC may change. Frel Solutions therefore states the date of the last amendment. Version 05: 28.03.2025


16. Contacts

The customer can contact Frel Solutions in writing or by e-mail as indicated in the online shop “Contact information” section.