3. Definitions

Customer / you: the person or legal entity placing an order
Products: water reuse systems, water conditioning and softening systems, filtration systems, and related equipment
Services: advisory, installation coordination, maintenance, support, or other services expressly agreed in writing
Website: www.aquendor.ch
Order: your request to purchase Products or Services

4. Order process and contract formation

4.1 Orders and contract

By placing an order or requesting a quotation, you are submitting a request to purchase our Products or Services.

We will confirm your order in writing (typically by email) and issue an invoice.

A contract is only concluded once:

• the order has been confirmed by us, and
• the agreed payment has been received.

We reserve the right to refuse or cancel orders in cases of:

• product unavailability
• pricing or specification errors
• suspected misuse or fraud
• technical or operational constraints

4.2 Order confirmation

Orders should be confirmed by email and may include the key order details, billing and delivery address, method of dispatch, total price, order number, and customer contact information.

5. Prices and payment

5.1 Prices

All prices are stated in CHF, unless otherwise indicated.
Swiss VAT (MWST) is included where applicable.
Shipping, transport, customs, installation, handling, and other ancillary costs are additional unless expressly stated otherwise.

5.2 Payment methods

We accept:

• Stripe (credit/debit card payments), and
• bank transfer.

Payment must be received in full in advance unless otherwise agreed in writing.

5.3 Late payment

In the event of late payment, we reserve the right to suspend delivery or performance until payment has been received.

6. Product information and technical suitability

6.1 Product descriptions

Product descriptions, images, drawings, dimensions, and specifications are provided in good faith. Minor deviations may occur.
Technical data sheets and written order confirmations prevail over marketing descriptions.

6.2 Technical responsibility

Our Products are technical systems. You are responsible for ensuring that:

• your property and infrastructure are suitable,
• local water quality, pressure, drainage, and electrical conditions are compatible,
• all permits, approvals, and landlord consents are obtained where required,
• installation complies with applicable laws, standards, and technical rules.

We recommend consultation with qualified professionals prior to purchase.

6.3 Existing installations / bypass systems

Where a Product is installed into an existing plumbing, filtration, or water system, installation must be carried out by a qualified professional.

The installer must inspect the relevant existing installation, including any bypass system or related modules, before or at the latest during installation. Any defects, leaks, malfunctions, incorrect settings, or compatibility issues must be documented before commissioning.

We are not liable for malfunctions, consequential damage, additional costs, or service work resulting from:

• defective or unsuitable pre-existing installations,
• uninspected or incorrectly adjusted bypass systems,
• installation by unqualified persons,
• incorrect commissioning or improper integration into the existing system.

Additional service calls or clarifications caused by such issues may be charged separately.

7. Delivery and transfer of risk

7.1 Delivery area

We deliver within Switzerland and internationally, depending on the Product and project.

7.2 Delivery times

Delivery times are estimates only and are not guaranteed.

Delivery times vary depending on:

• the system ordered
• production requirements
• shipping location

Estimated delivery times are provided on a case-by-case basis.

Delays caused by logistics providers, customs, suppliers, or other external factors are outside our control.

7.3 Partial deliveries

We may make partial deliveries where reasonable or agreed upon in writing.

7.4 Risk transfer

Risk of accidental loss or damage transfers to the customer upon delivery or handover to the carrier, unless mandatory law provides otherwise.

Any visible transport damage should be reported without delay, ideally within 48 hours of receipt.

8. Returns and cancellation

Swiss law does not provide a general statutory right of withdrawal or return for online purchases. Any cancellation, return, or refund right exists only if expressly offered by the seller.

Returns and refunds are governed exclusively by our separate Returns & Refunds Policy.

Custom-made, configured, installed, commissioned, or used Products may be excluded from return or refund.

9. Warranty and defects

9.1 Statutory rights

Statutory rights for defects under Swiss law remain unaffected.

9.2 Inspection and notice of defects

The customer must inspect delivered Products as soon as reasonably possible and notify us in writing of visible defects without undue delay. Under Swiss law, if the buyer fails to notify defects without delay, the goods may be deemed accepted.

Latent defects must be reported in writing immediately after discovery.

The notice should include:

• order reference,
• description of the defect,
• photos or other documentation where possible.

9.3 Remedy

Where a defect is established, we may choose, at our discretion to:

• repair,
• replace,
• reduce the price, or
• refund against return of the defective Product. 

9.4 Manufacturer warranties

Where applicable, manufacturer warranties apply in addition to statutory rights and under the specific warranty conditions provided for the relevant Product.

9.5 Exclusions

Warranty does not cover defects or damage caused by:

• normal wear and tear,
• improper installation,
• failure to follow technical instructions or maintenance requirements,
• unauthorized modifications or repairs,
• misuse, negligence, or unsuitable operating conditions,
• external causes such as pressure surges, electrical faults, contamination, frost, flooding, or environmental damage,
• defects in the customer’s existing installation.

10. Liability

10.1 Consumers

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

10.2 General

We are liable only for direct damage caused by intentional or grossly negligent breach of duty, except where mandatory law provides otherwise.

10.3 Excluded liability

To the maximum extent permitted by law, we exclude liability for:

• indirect or consequential loss,
• loss of profit, revenue, business, data, or opportunity,
• damage caused by improper installation or commissioning by third parties,
• damage caused by existing systems, pipes, cables, fittings, bypasses, or other third-party components,
• service interruptions, delays, or failures outside our reasonable control.

10.4 Liability cap for B2B

For business customers, our total liability arising out of or in connection with a Product or Service is limited to the net purchase price of the affected Product or Service, except where mandatory law provides otherwise.

10.5 Installation

We are not liable for damage arising from self-installation or third-party installation unless caused by a proven defect in the Product itself.

11. Installation and third parties

If we provide installation coordination only, the installation contract remains between the customer and the installer unless expressly agreed otherwise.

We are not liable for acts, omissions, representations, guarantees, or independent commitments made by installers, distributors, dealers, or other third parties unless expressly confirmed by us in writing.

12. Retention of title

Delivered goods remain our property until full payment of all amounts due has been received.

Where appropriate, we may register retention of title in accordance with applicable Swiss law.

13. Intellectual property

All website content, texts, images, designs, product descriptions, technical documentation, drawings, and materials remain our intellectual property or that of our licensors.

No rights are granted except as necessary for the intended use of the website and purchased Products.

14. User conduct

You may not:

• misuse the website,
• interfere with its operation,
• attempt unauthorized access,
• upload malicious code,
• scrape or harvest content or data without permission.

We may suspend or restrict access in the event of violations.

15. Force majeure

We are not liable for non-performance or delay caused by circumstances beyond our reasonable control, including natural disasters, war, pandemics, strikes, shortages of raw materials, government action, supply chain disruption, or failures of third-party providers.

16. Governing law and jurisdiction

These Terms are governed by Swiss law.

For business customers, the exclusive place of jurisdiction is Zug, Switzerland, unless mandatory law provides otherwise.

For consumers, mandatory places of jurisdiction under applicable Swiss law remain reserved.

17. Amendments

We may amend these Terms from time to time. The version published on the website at the time of the order applies unless otherwise agreed.

18. Severability

If any provision of these Terms is invalid or unenforceable, the remaining provisions remain effective.

19. Contact

For questions regarding orders or these Terms, please contact:

Aquendor AG
Bahnhofstrasse 29
CH-6300 Zug
Switzerland

Email: sales@aquendor.ch

20. Language

These Terms are provided in English. In case of translation, the English version prevails unless mandatory law requires otherwise.