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Customer Service

Terms and conditions

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Customer Service that reflects the performance of ASSOS products.

1
GENERAL
The following Terms and Conditions apply to all orders placed with ASSOS of Switzerland GmbH (Via Bresce 1, 6854 San Pietro di Stabio, Switzerland), trading as ASSOS Online Shop. The Terms and Conditions apply as soon as an order is placed over the Internet. By placing an order with us, you accept the Terms and Conditions set out below. These Terms and Conditions do not affect your statutory rights. If you have any queries, please contact us. All references to the "company", "us", "our", or "we" refer to ASSOS of Switzerland GmbH. Any reference to "customer", "you" "client" or "buyer" refers to the person or organization placing the order.
2
EXECUTION OF THE AGREEMENT
2.1

Your order represents an offer to execute a Purchase Agreement. When you send us an order, we will send you an e-mail to confirm receipt of your order and explain all relevant details (Order Confirmation). Your Order Confirmation does not represent acceptance of the Agreement. Instead, it confirms receipt of your order. It becomes a Purchase Agreement only when we have sent the ordered goods and when you have received delivery notification from our warehouse that the goods have been dispatched.

If a product in the same order, for which you have received Delivery Confirmation, is not shown in the Delivery Notification e-mail, no Purchase Agreement will take place for that product.

During the purchasing process, the buyer accepts our General Terms and Conditions of Sale, as set out on this page.

2.2

Our ability to fulfill orders is conditional on us too being correctly supplied, within the correct time frame. If any goods ordered are not available, we reserve the right to terminate the Agreement. You will be informed immediately if goods that you have ordered cannot be delivered. If the sum due has already been paid, we will return it immediately. We accept no responsibility for damages due to late delivery, unless there is certified negligence on our part.

Shouldn’t one or more goods in your order be available within the correct time frame, we reserve the right to offer you an alternate delivery through one of our business partners in your area, at the same conditions. You will have the possibility to accept such alternate delivery.

2.3

We will notify you if an item shown on the website is no longer available or if its price has changed.

3
Price
All prices on assos.com website are shown in the following currencies:

EUR (Euro)
USD (US Dollar)
CAD (Canadian Dollar)
CHF (Swiss Franc)
GBP (British Pound)
NOK (Norwegian Krone)
SEK (Swdish Krone)
DKK (Danish Krone)
AUD (Australian Dollar)
JPY (Japanese Yen)
TWD (Taiwan New Dollar)


Shipping costs may be added to these prices. Shipping costs informations are displayed on our website, and can be checked at the time of ordering. Prices at the time of order are correct, errors and omissions excepted.
4
DELIVERY AND SHIPPING COSTS
4.1
Delivery takes place from our stock rooms to the address communicated by you. Any information relating to the time of delivery is not binding, unless an actual delivery time has been specified by us. Wherever possible, your order will be delivered in a single shipment. If your order contains articles packed separately, they may be shipped separately and delivered at different times.

With our standard service, orders should take 1-2 days to process and dispatch. Should we ask for a deposit or payment in advance, delivery time could be delayed until the sum requested has been paid in full.

4.2
We currently deliver to Switzerland and over 100 countries worldwide. We cannot deliver to P.O. Box addresses.

4.3
All deliveries are made via our chosen courier. When your goods are dispatched, we will send you an e-mail, which includes package tracking information.

4.4
Shipping charges:
Our delivery charges are currently as follows:

EUROPE AND INTERNATIONAL (EUR)
Up to 500 EUR: 15 EUR
Above 500 EUR: 0 EUR

USA
Up to 800 USD: 25 USD
Above 800 USD: 0 USD

CANADA
Up to 800 CAD: 25 CAD
Above 800 CAD: 0 CAD

SWITZERLAND
Up to 200 CHF: 10 CHF
Above 200 CHF: 0 CHF

UK
Up to 400 GBP: 15 GBP
Above 400 GBP: 0 GBP

NORWAY
Up to 4000 NOK: 130 NOK
Above 4000 NOK: 0 NOK

SWEDEN
Up to 4500 SEK: 140 SEK
Above 4500 SEK: 0 SEK

DENMARK
Up to 3800 DKK: 120 DKK
Above 3800 DKK: 0 DKK

AUSTRALIA
Up to 800 AUD: 25 AUD
Above 800 AUD: 0 AUD

JAPAN
Up to 75000 JPY: 2500 JPY
Above 75000 JPY: 0 JPY

TAIWAN
Up to 22000 TWD: 750 TWD
Above 22000 TWD: 0 TWD

PLEASE NOTICE Shipments sent outside the European Union might be subject to import duties and or taxes imposed by your country. These costs are your expense and in addition to your invoice charges. Please contact your local customs office for details.
5
PAYMENT
Payment for purchases and shipping can be made by credit card or PayPal. If goods ordered are not available, and payment has been made, said payment will be credited to your bank or PayPal account.

5.1 Credit Or PayPal Payments
We accept payment using VISA, Mastercard, American Express and PayPal.
Security of your card and data is very important to us. All financial information relating to your transaction is forwarded using an encrypted automatic protocol, which neither ASSOS of Switzerland GmbH nor independent third parties has access to. This information will be utilized only in the case of a refund. Therefore, for security reasons, every time you place an order with us, you will be asked for your card number.

5.2 Security
To ensure the security of your data, we use SSL software security (Secure Socket Layer). With this system, your data, name, address and card number are coded and transmitted safely via the Internet. During transfer, no external party can read your data.
6
DUE DATES AND PAYMENT, DELAYS, TRANSFER OF TITLE
Any goods ordered and delivered remain property of ASSOS mangaYio until full payment of all amounts due, under the Agreement relating to client. Should for any reason come to a delay in payment, we will charge 5(five)% interest until receipt of the payment in full.
7
SHIPPING DAMAGES
Important: Notwithstanding all precautions, packages and/or their contents sometimes get damaged in transit. If this should happen, please follow the following procedure: breakages should initially be announced and registered with the courier, at once upon receipt of the goods. You should then inform us immediately thereafter. If you intend to return damaged goods, please inform us in advance via customer care form, e-mail, phone or fax.
8
RETURNS AND EXCHANGES
Returns or Exchange

We hope that you are delighted with all your purchases. If, for some reason, a product does not meet your expectations, or you wish to exchange it for another size or colour, you may return it for exchange or a full refund, within fourteen (14) days of receipt. Should you have any questions relating to specific items, sizing, etc. before making your order, please contact us: customerservice.onlineshop@assos.com or via telephone: +41 (0)91 980 46 67.

Should you be unhappy with an item ordered, please contact us - customerservice.onlineshop@assos.com or telephone: +41 (0)91 980 46 67 - and we will immediately authorise an exchange for a different item or a refund. Please help us to keep costs under control by using your right to return goods within reason.

VERY IMPORTANT:

Returned items must be in a new and unused/unworn condition, returned in the original packaging, with original labels and a copy of the receipt. We suggest you keep all packaging until you have made your final decision to purchase.

HOW to RETURN or EXCHANGE one or more items:

Returned items must be in a new and unused/unworn condition, returned in the original packaging, with original labels and a copy of the receipt.

STEP 1 – contact us
Contact our customer service here:
Email: customerservice.onlineshop@assos.com
Telephone: +41 (0)91 980 46 67
Fax: +41 (0)91 980 46 69

And let us know if you need to do a return or an exchange and what specific items.
Our Customer Services will send you back via email a RETURN FORM pre-filled for you.

You will need to print 5 copy of this RETURN FORM to be keep OUTSIDE the box.
STEP 2 – Prepare the goods and the box

Prepare the BOX with the items that you wish to return or exchange.
Please remember that returned or exchanged items must be in a new and unused/unworn condition, returned in the original packaging, with original labels and a copy of the receipt.
You can use the same box that we sent you with the goods.

Please print and attach to the box the return address:
ASSOS of Switzerland GmbH
c/o B&C Swiss SA
Via Laveggio 3
6855 Stabio
Switzerland

STEP 3 – Shipping

Once you are ready (items new and unused/unworn condition, returned in the original packaging, with original labels and a copy of the receipt, box is closed, correctly labelled with the shipping address and the 5 copy of the RETURN FORM printed) contact us and we will organize a courier to pick up the goods at your address at our own expenses.

Next steps:
If you have request a RETURN

When all the above conditions have been fulfilled, we will reimburse you the total purchase price of goods returned.

Please note that refunds can only be credited to the same credit card used for the original purchase. The refund process can take 10-14 days from receipt of your goods, depending upon the credit card used for payment. Refunds normally show within two account statements. We cannot refund postal charges or make cash refunds.

Should a returned item have been used, an amount equal to the reduction in value of the item will be deducted, as will general expenses and shipping costs.

If all the conditions listed in the "General Conditions Of Sale" have not been fulfilled or, if it is the case that we must apply a reduction to the value, you will be informed. You will then be given the opportunity to have the item(s) returned to you.

If this is the case, any additional shipping costs incurred in returning items to you, will be borne by you. If you do not accept the return of these items, we reserve the right to withhold some items and their relative value.

If you have request an EXCHANGE

A replacement will be sent, if available, on the next working day, following receipt of your returned item.

9
WARRANTY, REPAIRS AND RESPONSIBILITY
9.1
Descriptions of the products, instructions, drawings, illustrations, data, as well as descriptions of weight, size and usage or performance, which are included in ASSOS brochures, catalogues, circulars, newsletters, advertisements and price lists, are of a purely informative nature. Public announcements, praise or manufacturer advertisements do not represent a contractual condition as regards the goods. We give no guarantee as to the accuracy of this information.

9.2 Conditions Of Warranty
ASSOS products are handmade by highly skilled craftsmen. We are experts in producing technical cycling equipment. We can safely claim that our productive processes, methods and standards are unique, so that our products cannot be considered ordinary. Although it may be true that perfection exists only in nature, at ASSOS we strive to reach perfection. However, mistakes can occur. Do not regard this as a problem, because we try to find a solution for every client. Please contact us if you require assistance.

We offer a guarantee of twelve (12) months on all ASSOS products, with respect to defects in the material or manufacture; this does not apply to wear and tear or for improper usage or storage.

9.3 Repairs
During their lifetime, and in certain circumstances, even ASSOS garments may need small repairs, which your local seamstress may not be able to carry out. If this is the case, please refer to section 9.4 Dealing With Repairs.

9.4 Dealing With Repairs
The easiest, fastest, most direct way is to contact us directly with your problem. Contact us and we will help you in a competent manner:

customerservice.onlineshop@assos.com
Telephone +41 (0)91 980 46 67
Fax +41 (0)91 980 46 69


Warranty and Repair Procedure
Wash your ASSOS garment.
Mark the problem area with a sticker, to help us find the defective area immediately
Print out and complete an ASSOS Warranty Form, if you have already registered your garment, or enclose a short, written description of the problem.
Remember to include your full name, address, telephone number and e-mail.
Include your proof of purchase, or indicate the name and address of the store where the product was purchased, and the purchase date.
Package it up properly.
Send your package by registered mail or courier, keeping the postal/courier receipt. All freight costs related to returning items for repair are at your expense.

Note that we cannot receive any shipment, which has not been pre approved.

Send your return to:
ASSOS of Switzerland GmbH
c/o B&C Swiss SA
Via Laveggio 3
6855 Stabio
Switzerland


As soon as we receive your garment, we will check it and work out the best solution for your case: repair, partial guarantee or full guarantee. ASSOS reserve the right to charge for repairs and partial guarantees. If your repair or partial guarantee incurs in a charge, we will consult you before undertaking any work. We will also contact you in the event of a delay or question.

9.5 Responsibility
During the period of guarantee coverage, if a defect covered by the guarantee is reported, we will, at our discretion, either repair the defect or replace the defective item. Any other request by the buyer with regard to defective items, in particular to any request for damages or the termination of the Agreement are excluded.

The payment of damages due and/or arising from a defect are excluded in all cases. With regard to other cases the following limitations apply:
For other damages, which may give rise to vital injuries of the body or health we are responsible only if they are the direct result of criminal intent, gross fault, or gross or premeditated negligence of the essential contractual obligations on our part, or on the part of those working on our behalf (e.g. a transporter).

The statuary laws governing guarantees relating to products remain unaltered.

We cannot guarantee that communication of data via the Internet, bearing in mind current technology, is free from errors and always available.

We do not therefore guarantee constant and uninterrupted availability of our on-line shop during the order process, in the case of technical or electronic errors over which we have no direct control, with particular regard to delays in the processing and acceptance of offers. We are not responsible for any links to other web pages or sources, which may be created, and we do not guarantee their availability.

We give no guarantee as regards the content of said links, even in the case in which there is no evidence of an illicit nature of their content.
10
IMPORTANT NOTICES
The products offered are posted on the Internet site as clearly as possible. We have attempted to portray the colours of our products in a realistic manner, however we cannot guarantee that the colours as seen on your computer match those of the real products, due to the individual nature of your screen graphics or printer.
11
INFORMATION RELATING TO PRIVACY
Client data will be collected and used by ASSOS of Switzerland GmbH only for the analysis, approval and execution of the Agreement and for the care and management of the relative relationship with the client, the recovery of outstanding payments and fight against fraud and abuse. Data obtained by ASSOS of Switzerland GmbH may be used for marketing purposes (for example, Newsletters), if the client has no objection.

Your personal data may be used as mentioned above only by ASSOS of Switzerland GmbH. However, in order to execute your order, we will have to give your personal data to other companies, such as our couriers responsible for logistics and our financial services partners for credit card transactions. Said data may be used by those receiving it, exclusively for the purposes relating to their services. We do not give your personal data to any other organisations or companies.

Further information relating to the type, reach, location and objectives of the collection, transformation and use of personal data can be found in the section titled Privacy Policy

The client must agree explicitly to the collection and use of their personal data.

The client has the right, at any time, to revoke consent for future use of data by informing your distributor

If this is the case, we promise to immediately delete the client's personal data, unless an order is being processed.

We are very happy to provide any information relating to your registered data at any time.

For further information, please contact:

Email: customerservice.onlineshop@assos.com
Telephone +41 (0)91 980 46 67
Fax +41 (0)91 980 46 69
12
FINAL PROVISIONS
12.1 Governing Law And Competent Jurisdiction
Swiss Law governs on an exclusive basis all contractual conditions between ASSOS of Switzerland GmbH and the client. Commercial UN law is not applicable.

For all controversies deriving from the business relationship between the client and ASSOS of Switzerland GmbH the competent jurisdiction is that of the headquarters of ASSOS Switzerland in Stabio alone. However, we reserve the right to summon the client to any other competent court.

12.2 Severance Clause
In the case in which a clause of these Conditions Of Sale were to be null or should become so in the future, the validity of all other Conditions or Agreements will not be affected.