General Terms and Conditions of Sale and Delivery (GTC) – Tela Pro Online Shop

1. Scope

1.1. These General Terms and Conditions of Sale and Delivery (GTC) apply to all orders placed via the online shop at: AF Tissue Expert Switzerland AG, Rotboden 1, 4704 Niederbipp, Switzerland ("Seller", "we", "us", "our").

1.2. These General Terms and Conditions come into force on 10 August 2026 and apply exclusively to orders placed via this website. They do not apply to orders placed via other channels (e.g. by telephone or in-store).

1.3. We sell exclusively to business customers, companies, public administrations, associations and other organisations.

1.4. Hereinafter, we shall refer to the person placing the order as "the buyer", "you", "your", "to you".

1.5. By placing an order on this website, you agree to be bound by these General Terms and Conditions.

1.6. By placing an order, you confirm that this order is for a business customer and that you are authorised to enter into this contract on behalf of the organisation specified by you as the buyer in relation to this order.

1.7. Your personal data will be processed in accordance with our Privacy Policy .

1.8. We reserve the right to amend these General Terms and Conditions. Amendments will be published on this website and will apply to future orders. In the event of material amendments that affect standing orders, we will notify you by email (more details below).

1.9. Any conflicting or deviating terms and conditions of the buyer shall not be recognised unless we have expressly agreed to them in advance and in writing .

2. Conclusion of contract

2.1. Your order on this website constitutes a binding offer to purchase under these General Terms and Conditions. By submitting the order, you make this binding offer .

2.2. The contract is concluded upon our order confirmation (invoice), which we send to you by email. This confirmation is binding and relates only to the products listed therein.

2.3. We reserve the right to reject orders without giving reasons.

2.4. Product and service descriptions are correct at the time of publication, but may change without prior notice. Obvious errors (e.g. price, product features) entitle you to contact us before placing the order to clarify accuracy.

2.5. Information that you provide in connection with your order for personalisation of the purchased items (e.g. photos, logos, text) may be rejected by us without giving reasons if it violates statutory provisions or these General Terms and Conditions. In this case, we are entitled to terminate the contract and grant you a full refund.

2.6. If your order is not available, we are not obliged to deliver it until a corresponding order confirmation has been issued.

3. Product specifications

3.1. Technical specifications, descriptions and illustrations of the products are non-binding and may be changed at any time.

3.2. Standard variations in quality, colour, weight or packaging remain reserved.

4. Standing orders

4.1. For selected products, you may choose between a one-off order or a standing order with automatic delivery. In doing so, you can set the delivery interval from the various options. Your order will be triggered automatically in accordance with the selected interval.

4.2. There is no minimum term for standing orders; standing orders may be cancelled at any time free of charge.

4.3. To cancel your standing order, log in to your account and open the Standing Orders menu. In this menu you will find all your standing orders. By clicking the Configure button, you can amend your standing orders and also cancel them free of charge.

4.4. Payment for a standing order is made via the selected payment method in accordance with the selected delivery interval. Thus, for example, your credit card will be charged every month if you have selected a monthly delivery interval.

5. Price and payment

5.1. All prices on this website are stated in Swiss francs (CHF).

5.2. All prices include standard delivery charges, unless otherwise stated.

5.3. On the checkout page, VAT is shown and added to the total net amount so that the total amount payable is displayed to you.

5.4. We offer various payment methods via third-party providers (e.g. Twint, credit card, payment on account). The terms and conditions of the respective third-party providers apply, including with regard to the checks carried out by the third-party providers of your creditworthiness. You hereby acknowledge that these third-party providers process your data for these purposes in accordance with their own privacy policies. Your payments are subject to a validation check by the third-party provider. If the payment is not authorised, no contract shall be concluded; this without giving reasons by us and without communication from us.

5.5. Set-off is only permitted with undisputed or legally established claims.

5.6. We reserve the right to change prices and products on this website at any time . Changes do not apply to already confirmed one-off orders. For standing orders, the changes take effect immediately. We will communicate the relevant changes relating to standing orders to you by email. If you do not agree, you may cancel your standing order at any time.

5.7. We reserve the right to assign claims arising from deliveries and services to third parties (e.g. factoring or payment service providers). In this case, payment with debt-discharging effect may only be made to the respective provider. In addition, the terms and conditions of the respective payment service provider shall apply.

5.8. If a product is offered at an incorrect price due to an obvious error (e.g. a typing error), we are not obliged to supply the product at this price. In this case, we will contact you to clarify the further procedure .

6. Delivery and dispatch

6.1. The estimated delivery times are specified during the ordering process. Delivery will be made to the delivery address provided by you. Partial deliveries are permitted, provided they are reasonable for the buyer, and shall be deemed independent fulfilment.

6.2. Delivery periods are non-binding unless they have been expressly guaranteed as binding. The selection of a preferred date for delivery does not constitute a guarantee and the resulting delivery time remains non-binding. Any responsibility for possible consequences arising from failure to comply with delivery periods is disclaimed. Under no circumstances may the buyer derive from failure to comply with the delivery period any claim for damages or assumption of costs/compensation of any kind. Exceeding delivery periods does not entitle the buyer to cancel the order.

6.3. We deliver exclusively to delivery addresses in Switzerland and Liechtenstein.

6.4. If an ordered product is not available, we are entitled to withdraw from the contract . In this case, payments already made will be refunded in full . Any further claims by the buyer are excluded to the extent permitted by law.

6.5. Delays due to force majeure or other circumstances beyond our control entitle us to a reasonable extension of the delivery period or to withdraw from the contract.

7. Transfer of ownership and risk

7.1. Ownership of the physical products shall pass to you only upon full payment of all amounts due (including any delivery costs).

7.2. The risk of accidental loss or accidental damage to the product passes to the buyer upon handover of the goods to the carrier (EXW in accordance with Incoterms®2020).

8. Returns

8.1. Returns that are not based on an incorrect delivery by the seller require prior written notification to the seller and are subject to an administration deduction of at least 20 %. In the event of collection, the transport costs will be charged. Returns with an invoice value below CHF 100.00 (excluding statutory VAT), custom-made items, products already processed or incomplete products (sets), as well as damaged items, are not eligible for credit. As a matter of principle, returns must be returned in the original packaging .

8.2. Returns of hygiene items (e.g. toilet paper, folded hand towels, etc.) are excluded as a matter of principle.

8.3. Returns will be stored for one month after written request by email at the seller's expense, then disposed of, without any entitlement to a refund on the part of the buyer, if the return was not agreed with the seller , the return is excluded or the seller has not consented to the return.

9. Liability and warranty

9.1. To the extent permitted by law, our liability is limited to intent and gross negligence . Liability for indirect losses, consequential losses or loss of profit is excluded. Maximum liability is limited to the value of the affected order.

9.2. The warranty period is 3 months from delivery. The buyer must inspect the products immediately upon receipt. Obvious defects must be notified in writing within 3 days after delivery. Hidden defects must be reported in writing immediately after their discovery. If notification is omitted, the warranty claim for these defects shall expire. The warranty is excluded for: a) normal wear and tear, b) damage caused by improper handling or storage, products manufactured according to customer specifications, d) minor, customary deviations in quality, colour, format or weight, e) consumables (e.g. batteries), provided their service life has been exhausted, and f) damage resulting from force majeure. In the case of justified defects , we shall provide warranty, at our option, by repair or replacement delivery. If the repair or replacement delivery fails within a reasonable period, we are entitled, at our own discretion, to grant a reasonable price reduction or to withdraw from the contract. Any further claims by the buyer are excluded to the extent permitted by law. We shall bear the costs of returning defective goods, provided the defect is confirmed. The goods must be appropriately packaged for return.

9.3. Guarantees in the legal sense are only assumed by the seller if they are expressly designated as such in writing. In particular, product descriptions, technical specifications or references do not constitute a guarantee.

10. Cybersecurity

10.1. To the extent permitted by law, the seller expressly and fully excludes liability for direct or indirect losses as well as consequential losses incurred by the buyer or third parties in particular as a result of cyberattacks, hacking attacks, power or energy failures, viruses, spam emails, transmission errors, technical malfunctions or interruptions, misuse/disruptions of the internet, our website, the websites linked on our website, the seller's web services, the network, the IT infrastructure or telecommunications networks as well as from data misuse by third parties or data loss.

10.2. The seller takes appropriate technical and organisational measures to protect personal data against unauthorised processing. It endeavours to protect its systems against cyberattacks and takes appropriate technical and organisational measures for this purpose. However, the seller cannot guarantee that your data will not become the victim of cyberattacks, cybercrime, brute-force attacks, hacking attacks and further fraudulent and malicious activities of third parties, including, but not limited to, viruses, forgeries, malfunctions and interruptions that are outside our control and responsibility. The buyer is aware that communication via the internet and/or via the seller's website and/or the online shop may be insecure or prone to errors.

10.3. The seller accepts no liability or warranty for the availability, accuracy, timeliness or completeness of such communications as well as of the content that is received via the seller's website, tools, resources, platform, web services and/or online shop or otherwise made available . The buyer is solely responsible for the proper configuration, control, integration into its own systems and the (related) use of the seller's website, tools, resources, platform, web services and/or online shop . The buyer must take suitable and appropriate measures for the protection and security of the data, systems and content . The seller cannot guarantee that the seller's website, tools, resources, platform, web services and/or online shop including their content and data are error-free, available without interruption or free from harmful components and/or that the content and data (including content and data of customers) are secure or are not otherwise damaged or lost.

10.4. This website offers the possibility of creating a personal account by entering certain information . In this case, you are asked to choose an email address and a password. You are solely responsible for keeping the password confidential. You hereby confirm that you will at no time use an account, an email address or a password of another account holder and will not disclose the password to any third party. You further confirm that you will notify us immediately if you suspect that your account or your password is being used without authorisation.

11. Rights to content – Intellectual property

11.1. This website and the information, texts, images, photos, audio and video clips, designs, graphics, logos, symbols, names, product and company designations contained therein, as well as all software on this website and all other files, and their selection and arrangement ("Website Content"), are protected by intellectual property rights, in particular copyright, trade mark and design rights ("Intellectual Property Rights"). These Intellectual Property Rights belong to the seller or its licensors. The Website Content may not be modified, copied, distributed, framed, reproduced, published, downloaded, displayed, posted, transmitted or sold in any form or by any means, in whole or in part, without our prior written permission outside the intended use of this website. In addition, it is prohibited to copy digital content of any kind into other programmes without our prior written permission.

11.2. Provided the buyer fulfils the requirements for use of the website, it shall receive a licence limited in time and scope to access the website and the content displayed thereon and to use them for their intended purpose within the framework of the permitted purposes and intended possibilities. The licence is subject to these terms of use and does not include the use of data mining, robots or similar tools for data collection and extraction. The buyer is not entitled to upload or republish content from this website on pages on the internet, intranet or extranet or to incorporate it into another database or compilation.

11.3. Any other use of the Website Content is strictly prohibited. Any use of the website or the Website Content, with the exception of that expressly permitted hereby, is strictly prohibited without the prior written permission of the seller and results in revocation of the licence hereby granted. Any unauthorised use may also violate applicable laws, including copyright and trade mark laws as well as applicable communications provisions and regulations. Unless expressly specified herein, these terms of use do not establish any licence right to the Intellectual Property Rights.

12. Maintenance

12.1. While we endeavour to ensure that the website is available 24 hours a day, we accept no liability at any time if the site is unavailable for any reason for a certain period . Access to the website may be temporarily suspended and without prior notice as a result of a system failure, maintenance or repair work or for reasons outside our sphere of influence.

13. Force majeure

13.1. The seller shall not be liable for any delay or other non-performance that is wholly or partly attributable to force majeure. Force majeure means any unforeseeable or unavoidable event or a chain of events and occurrences that lie outside the reasonable control of one of the parties and prevent performance of the contractual obligations.

13.2. Force majeure includes, among other things, natural disasters, fire, war, strikes, unrest, uprisings, civil unrest, governmental intervention or similar events/incidents, including failures of the internet or a public telecommunications network, hacking attacks, denial-of-service attacks, viruses, malware, cyberattacks, failures of the energy supply, labour disputes, epidemics, pandemics, explosions, floods, terrorist attacks, etc. The seller will inform the buyer as quickly as possible of the occurrence of a case of force majeure, insofar as relevant to the buyer. As long as force majeure continues, the seller is per se released from all contractual obligations affected by it.

14. Law and jurisdiction

14.1. Swiss law shall apply to all contracts. The UN Convention on Contracts for the International Sale of Goods (CISG) is excluded.

14.2. The courts at the seller's registered office shall have jurisdiction over disputes.

14.3. The seller is entitled also to sue the buyer at the latter's registered office.

15. Final provisions

15.1. Should one or more provisions of these General Terms and Conditions be or become invalid, this shall in no way affect or impair the validity and enforceability of the remaining provisions. In such a case, the parties undertake to replace the invalid provision with a legally effective substitute provision that comes as close as possible to the economic intentions of these General Terms and Conditions.

15.2. By using this website, the buyer agrees to electronic communication (e.g. email, SMS). Legally relevant notifications shall be made by email or via the customer account (if available and set up).

15.3. The seller reserves the right to review these General Terms and Conditions from time to time and, if appropriate, to amend them. Amendments or additions to these General Terms and Conditions shall be notified to the buyer by publication of the updated version of the General Terms and Conditions on the seller's website. In the case of standing orders, they shall be deemed approved if the buyer does not raise a written objection with the seller within 30 days of publication and notification by email of the amended or supplemented General Terms and Conditions. The current version of the General Terms and Conditions is available online on the seller's website: https://telapro.ch/avb The buyer is solely responsible for regular consultation of the seller's website.

15.4. The version of the General Terms and Conditions valid at the time of the order shall prevail. These General Terms and Conditions are available in various languages, but only the German version is binding.

16. Contact

16.1. In writing to our postal address (see above)

16.2. By email to: kontakt@telapro.ch