Terms & Conditions

Provider

NEUNOI Sneaker GmbH, Bergstrasse 47, 8032 Zurich, Switzerland.

Email: info@neunoi.ch · Phone: +41 79 546 46 12 · Commercial register no.: CH-020.4.087.395-7

1. Scope and contracting parties

1.1 These General Terms and Conditions govern the contractual relationship between NEUNOI Sneaker GmbH (“NEUNOI”) and customers who order goods through the online shop at neunoi.ch.

1.2 Deviating terms of the customer apply only if NEUNOI has expressly agreed to them in writing.

1.3 The offering is aimed primarily at private customers with a delivery address in Switzerland. Orders for commercial purposes or in unusually large quantities may be reviewed separately or declined by NEUNOI.

2. Offering, product information and availability

2.1 Product images, descriptions, pictures and size details are provided for information. Minor deviations in colour, texture, stitching or material appearance may arise in particular from screen settings, handcrafted production, natural materials or the use of high-quality residual and recycled materials. Such minor and reasonable deviations do not constitute a defect.

2.2 NEUNOI produces partly in small or limited runs. A product is available only for as long as it is shown as available in the online shop. Previous availability creates no claim to re-production or renewed availability.

2.3 Pre-orders are currently not offered. Should NEUNOI enable pre-orders in future, the delivery date, payment terms and any particularities will be expressly stated with the respective offer.

2.4 NEUNOI endeavours to display stock levels correctly. Should an ordered product not be available despite an order confirmation, NEUNOI will inform the customer without delay. Payments already made for undeliverable products will be refunded in full.

3. Ordering process and conclusion of contract

3.1 The products presented in the online shop constitute an invitation to order. Customers place products in the shopping cart, review their details and submit a binding order by pressing the correspondingly labelled button.

3.2 Before completing the order, input errors can be identified and corrected in the cart and at checkout. Once the order has been received, NEUNOI automatically sends an electronic order confirmation.

3.3 The purchase contract comes into being as soon as NEUNOI expressly accepts the order, confirms shipment or ships the goods. NEUNOI may decline orders in particular in the event of obvious pricing or system errors, lack of availability, suspected misuse or unsuccessful payment.

3.4 Customers are obliged to provide complete and correct information. Additional costs arising from incorrect or incomplete information may be charged to the customer, provided the customer is responsible for them.

4. Prices, shipping costs and vouchers

4.1 All prices shown in the online shop are final prices in Swiss francs (CHF). Any statutory value added tax and other non-optional levies are included in the stated price.

4.2 Standard shipping within Switzerland is free of charge. Special shipping methods requested expressly, or individually agreed deliveries abroad, may incur additional costs; these are communicated before the contract is concluded.

4.3 Discount codes, vouchers and credit can only be used in accordance with the conditions communicated in each case. Unless stated otherwise, they cannot be combined and cannot be redeemed for cash.

4.4 In the event of obvious pricing errors, NEUNOI is not obliged to deliver at the incorrectly stated price. Customers will be informed in such cases and may confirm the order at the correct price or cancel it.

5. Payment methods

5.1 The payment methods shown in the Shopify checkout are available, for example credit card, TWINT, Apple Pay or other immediately payable digital payment means.

5.2 Purchase on invoice, instalment payment or “buy now, pay later” models are currently not offered.

5.3 Payment processing takes place via Shopify and the payment service providers selected at checkout. Their terms and privacy notices apply in addition.

5.4 NEUNOI is entitled to process and ship an order only after successful payment authorisation or receipt of payment.

6. Delivery

6.1 Regular delivery is made exclusively to delivery addresses in Switzerland. Deliveries to Germany, Austria, the United Kingdom or other countries are only possible after a prior individual request and express confirmation by NEUNOI.

6.2 The delivery times communicated in the online shop are guide values. Delays outside NEUNOI’s reasonable control do not automatically give rise to damages.

6.3 Partial deliveries are permitted provided they are reasonable for the customer and no additional shipping costs arise.

6.4 For private customers, the risk of accidental loss or accidental damage passes upon handover of the goods to the receiving person or to a person designated by them.

6.5 If a shipment cannot be delivered because of an incorrect address, non-collection or another circumstance for which the customer is responsible, NEUNOI may invoice the additional costs actually incurred for re-shipment or return.

7. Voluntary right of return for unworn goods

7.1 NEUNOI voluntarily grants a right of return of 14 calendar days from receipt of the goods. Swiss law provides no general statutory right of withdrawal for ordinary online purchases; this right of return is therefore governed by these Terms and by the separate “Shipping & Returns” information.

7.2 The return must be announced within the deadline by email to info@neunoi.ch and then sent to the following address: NEUNOI Sneaker GmbH, Bergstrasse 47, 8032 Zurich, Switzerland. The return address published on the website at the relevant time applies.

7.3 Returned shoes must have been tried on indoors only and must be clean, complete and free of signs of use. Packaging, accessories and the complimentary gym bag must be returned in full if the entire order is reversed.

7.4 The costs of returning goods because they are not liked, because of an incorrect size choice or for comparable reasons are borne by the customer. In the case of a justified complaint about a defect for which NEUNOI is responsible, NEUNOI covers the reasonable return costs after prior agreement.

7.5 Multiple orders of different sizes purely for selection purposes cause additional transport and inspection effort. If one or more flawless pairs from such an order are returned, NEUNOI may deduct a processing fee of CHF 10 per returned pair from the refund amount. This rule applies only if it was transparently disclosed during the order process or in the returns information.

7.6 In the case of incomplete, soiled, damaged or visibly worn goods, NEUNOI may refuse the return or deduct a reasonable reduction in value from the refund amount.

7.7 Refunds are generally made via the payment method originally used, after receipt and inspection of the goods. NEUNOI endeavours to refund within 14 days of completing the inspection.

8. Take-back of NEUNOI sneakers that have already been worn

8.1 The voluntary take-back of already worn NEUNOI sneakers is to be distinguished from the right of return under clause 7. It serves the inspection, cleaning, repair and possible passing on of the shoes.

8.2 When a shoe no longer fits, it can be returned to NEUNOI in accordance with the take-back conditions applicable at the time. Take-back is voluntary, except for subscription shoes or where an obligation to return was expressly agreed at the time of purchase as a condition for a benefit.

8.3 Following inspection, NEUNOI may grant a discount, voucher or customer credit for a later purchase. The amount, form and conditions depend on the offer applicable at the time and may in particular depend on the condition, completeness and reusability of the shoe.

8.4 There is no entitlement to a cash payout. A payout may be expressly agreed in individual cases.

8.5 Where NEUNOI provides a shipping label or another free return option for the take-back, it may be used exclusively for the agreed take-back.

8.6 By returning the shoe, the returning person transfers ownership of the shoe to NEUNOI, unless expressly agreed otherwise. NEUNOI then decides on repair, passing on, material recovery or proper recycling.

8.7 The take-back system is still being built up, particularly at market launch. NEUNOI may further develop processes, incentives, acceptance criteria and partner businesses for future take-backs. Individual benefits already promised remain unaffected.

9. Size advice and fit

9.1 Size recommendations, size charts and measuring instructions support the choice but do not replace an individual professional assessment. Foot shapes, socks, measuring method and personal preferences can influence the fit.

9.2 Customers are responsible for carefully checking the size before wearing. In case of uncertainty, NEUNOI can be contacted before ordering.

9.3 General statements about fit, toe box, zero drop or developmental criteria do not constitute a medical diagnosis, treatment recommendation or guarantee of any particular health effect.

10. Warranty and defects

10.1 For new products, the statutory warranty period of two years from delivery applies. Customers should report identifiable defects as soon as possible after discovery, with a description and meaningful photos, to info@neunoi.ch.

10.2 A defect exists in particular where, on handover, the product does not have the assured or ordinarily expected properties. Normal wear, abrasion, creasing, discolouration, signs of use, damage caused by an incorrect size, improper care, extreme or improper use, as well as minor material- or production-related deviations, do not constitute defects.

10.3 In the case of a justified defect, NEUNOI may, at its own discretion and taking the customer’s interests into account, first offer a repair, replacement delivery or other appropriate remedy. If this is impossible, disproportionate or unsuccessful, an appropriate price reduction or refund may be considered.

10.4 The idea of repair is part of the NEUNOI concept. A professional repair of a defect counts as proper performance, provided usability and reasonableness are preserved.

10.5 Voluntary repair services outside the warranty may be subject to a charge. Scope, price and process are agreed before execution.

11. Use, care and safety

11.1 The shoes are intended for normal to intensive everyday use by children. They are wear-and-tear products and not indestructible.

11.2 Care, washing and usage instructions on the product, packaging or website must be observed. Improper washing, strong heat, unsuitable chemicals or unauthorised modifications can impair material and function.

11.3 Damaged shoes must be inspected before further use. In the case of loose parts, sharp edges or other safety-relevant changes, use should be discontinued and NEUNOI contacted.

12. Complimentary gym bag and other add-ons

12.1 Where a gym bag or another add-on is supplied free of charge with a shoe purchase, entitlement exists only within the scope of the expressly communicated promotion and while stocks last.

12.2 If the associated shoe purchase is returned in full, the unused add-on must also be returned. If it is kept or can no longer be returned, its communicated or reasonable value may be deducted from the refund.

12.3 Personalisation, for example a child’s name or a name of choice printed on a gym bag on request, is only offered where this is expressly selectable in the shop. Individually personalised products are generally excluded from the voluntary right of return, unless they are defective or were not produced in accordance with the order.

13. NEUNOI Sneaker Subscription

13.1 The NEUNOI Sneaker Subscription, offered on a trial basis, is additionally governed by the separate “NEUNOI Subscription Terms” in the version displayed at the time of conclusion.

13.2 Under the subscription, shoes are generally provided for use and remain the property of NEUNOI. Price, minimum term, exchanges, return, loss, termination and further details are governed by the Subscription Terms.

13.3 In the event of contradictions, the more specific Subscription Terms take precedence over these General Terms and Conditions for the subscription.

14. Vouchers, credit and promotions

14.1 Promotional prices, discounts and vouchers apply during the stated period and under the conditions communicated in each case.

14.2 Unless stated otherwise, vouchers and take-back credit are non-transferable, non-interest-bearing and cannot be paid out in cash. Mandatory statutory claims remain reserved.

14.3 If an order for which a voucher was used is returned, the amount of money paid is refunded and the voucher value used is, where possible, made available again as a voucher or credit.

15. Intellectual property

15.1 Texts, photographs, illustrations, beetle characters, product designs, graphics, logos, trademarks, videos and other NEUNOI content are protected by copyright, design or trademark law.

15.2 Use, reproduction, modification or distribution beyond private use is not permitted without NEUNOI’s prior written consent.

15.3 Sending feedback, photos, drawings or stories does not automatically grant usage rights. Publication by NEUNOI takes place only with suitable consent; for content created by children, the consent of the legal guardian is required.

16. Liability

16.1 NEUNOI is liable for direct damage caused by intentional or grossly negligent conduct on the part of NEUNOI. Any further liability is excluded to the extent permitted by law.

16.2 To the extent permitted by law, NEUNOI is not liable for indirect damage, consequential damage, loss of profit, loss of data or damage attributable to improper use, non-observance of care instructions, an incorrect size choice or unauthorised modifications.

16.3 Mandatory statutory liability, in particular for personal injury, product liability as well as intent and gross negligence, remains unaffected.

16.4 For disruptions, outages or security problems at Shopify, payment service providers, shipping companies or other independent third parties, NEUNOI is liable only to the extent that NEUNOI is responsible for them under mandatory law.

17. Force majeure

17.1 NEUNOI is not liable for delays or non-performance due to events outside its reasonable control, for example natural events, epidemics, official measures, strikes, transport failures, energy shortages, cyberattacks or significant disruptions at production and supply partners.

17.2 NEUNOI informs affected customers where possible and endeavours to find a reasonable solution. If the impediment lasts unreasonably long, either side may terminate the affected part of the contract that has not yet been performed; amounts already paid for it will be refunded.

18. Data protection and electronic communication

18.1 Personal data is processed in accordance with NEUNOI’s privacy policy as applicable at the relevant time.

18.2 Contract-related notices, order confirmations, shipping information and important notices may be sent electronically to the email address provided by the customer.

18.3 Newsletters and promotional communication are only sent within the framework of statutory requirements. Unsubscribing is possible at any time.

19. Changes to these Terms

19.1 NEUNOI may adapt these Terms for future orders, in particular where the offering, processes or the legal situation change. The version displayed at the time the respective order is placed is decisive.

19.2 Changes do not apply retroactively to individual purchases already concluded. Ongoing subscriptions are subject to the specific amendment rules of the Subscription Terms.

20. Applicable law and place of jurisdiction

20.1 Swiss law applies, excluding conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods, to the extent that such exclusion is permissible.

20.2 For consumers, the mandatory statutory places of jurisdiction apply. Otherwise, the place of jurisdiction is Zurich.

21. Final provisions and contact

21.1 Should any provision of these Terms be wholly or partly invalid or unenforceable, the remaining provisions remain unaffected. The invalid provision is replaced by the statutory rule.

21.2 Questions, complaints and return requests can be addressed to: NEUNOI Sneaker GmbH, Bergstrasse 47, 8032 Zurich, Switzerland; info@neunoi.ch; +41 79 546 46 12.