natelo
Legal

Terms & Conditions

natelo AG and its sub-brands

As of 09 July 2024

This English version is a courtesy translation. Only the German version of these Terms & Conditions is legally binding.

The General Terms and Conditions (hereinafter ‘T&Cs’) of natelo AG (hereinafter, unless otherwise specified, ‘natelo’) apply to all products specified by natelo AG in its shops, in the online shop or in written offers, as well as to all purchase agreements and deliveries by natelo to its customers.

A customer is any natural or legal person that maintains a business relationship with natelo.

A valid contract can only be concluded in the online shop if the customer's place of residence or registered office is in Switzerland or Liechtenstein. If the customer is a consumer, they must be resident in Switzerland and warrant that this is the case.

natelo provides all deliveries and services for orders in the online shop exclusively on the basis of these T&Cs, in the version valid at the time of the order. By making a purchase or placing an order, the customer accepts the T&Cs.

Individual written agreements between natelo and the customer that deviate from these T&Cs remain reserved.

1. Orders and Conclusion of Contract

The product and service information published by natelo online or in written offers constitutes a non-binding offer. This information is always subject to incorrect pricing (by the manufacturers or by natelo) or to the impossibility of delivery, and may be changed by natelo at any time.

The offers in the online shop or in written offers from natelo are merely an invitation to submit an offer. The customer's order is binding on the customer. The customer is responsible for the online order, and the order is processed as received by natelo without consulting the customer. natelo is free to refuse to process an order at any time without giving reasons. As a rule, private customers cannot order more than three hardware devices. In this case, natelo will inform the customer. A purchase contract is only concluded if and when natelo executes the customer's order. If the customer concludes a mobile, internet, TV or landline contract through natelo, they accept the respective partner's T&Cs, which can be viewed here:

The information provided by natelo online or in written offers (images, dimensions, technical specifications or other features) is to be understood as a guideline only and does not constitute an assurance of characteristics within the meaning of Art. 197 of the Swiss Code of Obligations. This information is provided by manufacturers and suppliers and adopted as such. Consequently, no liability can be accepted for the accuracy, completeness and timeliness of the information.

2. Prices

The prices stated on the receipt and in the order confirmation sent by email or letter are authoritative. If these prices are higher than those at the time of the order, the latter apply. In the event of delivery delays, the price on the day of the order applies.

Unless otherwise agreed, prices are in Swiss francs including VAT, advance recycling fees and any copyright levies.

Price changes are reserved at any time.

3. Payment Processing

The payment options listed as means of payment in the online shop are available.

Payment terms stated on the invoice begin on the invoice date. If the customer does not pay the invoice amount within this period, they are in default without further reminder.

  • Payment reminder: free of charge
  • 1st reminder: CHF 25.– plus default interest
  • 2nd reminder: CHF 25.– plus default interest
  • Handover to debt collection: CHF 20.–

The following payment terms apply to business customers:

  • Payment is only possible against invoice. However, natelo reserves the right to deliver only against advance payment.
  • The invoice amount is deemed accepted unless the customer objects within 7 days.
  • The devices remain the property of natelo until paid in full.
  • The invoice is payable within 10 days. In the event of late payment, the customer owes the statutory default interest without further reminder and must also bear all of natelo's collection costs.

4. Delivery and Performance Time

Dates and delivery times are generally non-binding. Any specific delivery times and dates stated by natelo are subject to correct and timely delivery by suppliers and manufacturers. Delivery dates may be changed by suppliers or manufacturers at any time, even after receipt of the order.

Sending an order confirmation does not constitute a commitment that the product is actually in stock or can be delivered. Any liability on the part of natelo is excluded. If delivery has not taken place, the customer has the right to withdraw from the contract 30 days after the stated delivery date.

The risk passes to the customer when the product is shipped.

5. Obligation to Accept, Cancellation

The customer is obliged to accept the services or products delivered by natelo.

If the customer refuses acceptance or declares that they do not wish to accept the goods, the costs incurred may be charged to the customer in the form of a handling fee. If the customer refuses to accept an order, a flat fee of CHF 60.– plus any postage costs incurred will be charged. For orders with a subscription from a mobile network operator, a flat fee of CHF 100.– plus any postage costs incurred will be charged.

Amounts paid by credit card, Postcard, Post E-Finance or Twint will be credited to the original account less the handling fee of CHF 60.– or CHF 100.– respectively.

6. Delivery Defects

Transport damage and incorrect deliveries must be reported to logistics@natelo.ch within 48 hours of receipt of the shipment. In such cases, the device must under no circumstances be used.

7. Warranty Provisions

natelo or the supplier / manufacturer warrants that the products sold by natelo are free from defects and in working order. natelo grants a warranty for the following periods:

  • 24 months for mobile phones, tablets, smartwatches and other devices, as well as all accessory products (except Apple; see below);
  • 12 months on all Apple products;
  • 12 months for used mobile phones and other devices, as well as mobile phones in original packaging from the natelo refreshed range;
  • 6 months on wear parts such as batteries and rechargeable batteries (built-in / included);
  • 3 months on repairs (replaced parts and labour), as well as on replacement devices (swap).

The warranty period begins on the date of delivery or collection of each product. The warranty period is not interrupted by a warranty claim but continues to run. The delivery note / receipt serves as the warranty certificate and must be kept safe.

The following are excluded from the warranty:

  • damage caused by natural hazards;
  • moisture damage;
  • impact or drop damage or other damage caused by external influences;
  • natural wear and tear;
  • software problems;
  • incorrect handling;
  • interventions in or modifications to the product;
  • consumables, housing parts and the like.

The replacement of parts, assemblies or entire devices does not give rise to new warranty periods. Warranty claims against natelo are only available to the direct customer and are not assignable.

If a warranty case occurs, the customer is entitled to repair, replacement or rescission. natelo decides on the type of remedy. If natelo opts to rescind the contract, a credit note is issued at the current price (at most the selling price at the time of the order).

If it is determined that a product handed in / sent in is not covered by the warranty (grounds for exclusion or outside the warranty period), a cost estimate for the expected repair costs is prepared automatically. If the customer declines the repair, a handling fee may be charged.

For devices purchased with a network operator's instalment payment option, only the T&Cs of the respective network operator apply.

The statutory warranty is excluded in its entirety.

8. Right of Return

natelo offers a limited right of return. A right of return exists for individual items, subject to compliance with the return conditions. Returns are only possible up to 14 calendar days after receipt of the goods; the date of delivery or of collection in the shop is decisive (the period begins on the day the goods are received or collected in the shop). There is no right of return for a service contract such as a network operator subscription.

Opened packaging, removed seals, visible signs of use or devices that have already been put into operation are excluded from the right of return. In such cases, natelo may refuse the return or deduct an appropriate reduction in value from the refund amount.

Returns are at the customer's expense, unless there is a technical defect covered by the warranty. Returns without prior notification will not be accepted.

After receipt and inspection of the goods, the purchase price will be refunded to the original means of payment, provided the goods are in perfect condition. Refunds are made only after a successful quality check.

9. Buyback Programme and Disposal Provisions

Customers who dispose of their mobile phones via natelo or use natelo's buyback programme agree that, by handing over their device, they waive all ownership rights to it. natelo accepts no responsibility for the loss of customer data on devices handed in as part of the buyback programme. Before handing over the device, the following steps must be carried out:

  • Delete the data on the hard drives and other storage devices in the products
  • Create a backup copy before deleting data, or transfer the data to another storage medium.
  • Remove all removable media such as PCMCIA or SIM cards

Once the device has been handed over to natelo, natelo can no longer return it to the customer. By participating in either of the two programmes mentioned (buyback / disposal), the customer waives all rights to the device and to all other associated materials handed over to natelo.

natelo provides this service voluntarily and accepts no liability whatsoever for the services performed in connection with the take-back offers mentioned here. In particular, natelo accepts no liability for lost profits, business losses or other consequential damages, or for direct or indirect damages.

Devices handed in as part of natelo's buyback programme and the components contained in these products are reused, recycled or disposed of in accordance with the regulations applicable in the European Union and Switzerland.

10. Powerology Screen Protection Provisions

natelo is not liable for any damage to devices after a Powerology protective film has been applied and fitted.

11. Additional Provisions for deinabo.ch Products

Introduction

deinabo is an online shop operated by natelo.

Returns

Products are returned at the customer's expense and risk to the return address specified by deinabo. The customer must always announce a return in writing in advance.

Returns and Exchanges

deinabo products purchased in this online shop or in a natelo shop have no right of return. All subscriptions concluded by the customer here are subject to the respective network operator's T&Cs. Penalty fees defined by the respective network operator may apply. deinabo.ch is purely a platform for brokering services of the respective network operators.

12. natelo Digitec Marketplace

The T&Cs of Digitec Galaxus AG apply.

13. Workshop Report Provisions

The assessment of a workshop report is the responsibility of the respective insurance company. natelo is not liable for any payout and serves purely to assess the damage according to our guidelines.

14. Disclaimer

natelo's liability is hereby excluded to the extent permitted by law.

15. Disclaimer for External Links

natelo websites may contain links to third-party websites. Third-party websites may refer to natelo websites. natelo accepts no responsibility for such websites and their content, for the products, services or other offers they provide, or for compliance with data protection regulations, and distances itself from them. Users activate a link at their own risk.

16. Security and Data Protection

The personal customer data collected in the course of processing the contract is stored by natelo and may be used both for processing the contract and for marketing and statistical purposes. In all these cases, the data may also be disclosed to companies affiliated with natelo and used by them in the same way. natelo is entitled to use the personal customer data collected in the course of processing the contract for marketing communication with the customer (e.g. by SMS/MMS, email or post). The customer can notify natelo and deinabo at hello@natelo.ch at any time that they no longer wish to receive marketing communication.

Customer payments in the natelo online shop are made in a protected area (Saferpay) in which the data is transmitted in encrypted form. natelo accepts no liability whatsoever for the security of the transmission and of the transmitted data.

All images used by natelo are protected by copyright and may only be used with natelo's consent. Detailed provisions and explanations can be found in natelo's privacy policy.

17. Applicable Law and Place of Jurisdiction

The legal relationship between the customer and natelo is governed by Swiss law, excluding the UN Convention on Contracts for the International Sale of Goods.

The courts responsible for the Canton of Zug have exclusive jurisdiction over all disputes arising from or in connection with this legal relationship. Mandatory places of jurisdiction, in particular consumer places of jurisdiction, remain reserved.

18. Final Provision

Should any provision of these T&Cs be or become invalid, the remaining provisions of these T&Cs shall not be affected. natelo and the customer hereby undertake to agree on a provision that corresponds as closely as possible to the meaning and purpose of the invalid provision.

Amendments, additions and ancillary agreements to these T&Cs must be made in writing.

19. Entry into Force

These T&Cs enter into force on 9 July 2024.

natelo ag, 9 July 2024

Return Process

Use this guide to return your order easily and receive a quick refund. Make sure the items are returned in their original condition and in the original packaging.

Return via Post Office or Drop-off Point

To return an item via the post office or a drop-off point, request a return label via your account on our website. Shipping costs are borne by the customer, except for defective products.

Defective or Damaged Product

If you have received a defective or damaged product, please contact our customer service. In such cases, we will send you a replacement product or refund the purchase price.

Incorrect Refund

If a refund has been made in error or the amount is incorrect, please contact our customer service immediately so that we can resolve the problem.

Returns in Our Stores

Products ordered online can only be returned via our online shop. For technical reasons, returns in our stores are unfortunately not possible. Please use our online returns portal to process your return easily and conveniently.

If you have any questions about returns, our customer service will be happy to help.