General terms and conditions - Osmodyn

 

Information and Acceptance of Terms and Conditions

The Right to Clear Information: For the health and safety of our staff, all orders are final and non-refundable. No returns will be accepted without our prior approval. Thank you for your understanding.

By accepting these general terms and conditions of sale, you agree to them in their entirety and without reservation.

Whether you are an individual or a business, you agree not to infringe upon any copyrights, patents, trademarks, trade secrets, or other intellectual property rights, publicity rights, or privacy rights of any third party.

You are on a secure Swiss e-commerce site. Payments are processed through the Shopify platform's infrastructure, which complies with PCI DSS security standards.

To protect the confidentiality of your data, transactions are secured through the Shopify platform's payment infrastructure.

Any firm order accepted by our company implies the buyer’s acceptance of the general terms and conditions of sale set forth below. All customers are deemed to be aware of these general terms and conditions of sale.

Consequently, by placing an order, the customer agrees to the terms and conditions set forth below in their entirety and without reservation. Any conflicting terms proposed by the customer shall, in the absence of express acceptance, be unenforceable against Osmodyn.com and Nutridyn SARL.

Nutridyn SARL reserves the right to modify the Terms and Conditions. The version of the Terms and Conditions in effect at the time of the order applies. They may not be unilaterally modified for an order that is already in progress.

1 Subject

These terms and conditions apply to sales made through this website.

This offer is valid as long as it appears in the online store, while supplies last. Prices and product selections are subject to change without prior notice.

The photographs, specifications, and information presented herein do not constitute a contractual commitment under any circumstances and may not be used or copied without our consent. Reproduction of any element is subject to the prior written consent of the copyright holders.

The copyrights and all other rights relating to the content, images, photos, or other files appearing on this website are the exclusive property of Nutridyn SARL or the respective rights holders.

2. Prices and Payment of Invoices

Prices are listed in Swiss francs and euros, excluding tax (HT) and including value-added tax (VAT) where applicable.

For export sales, invoices are issued excluding tax (HT). Nutridyn SÀRL (Osmodyn.com) shall not be held liable for any failure to comply with the laws or regulations in effect in the country of delivery, including VAT formalities, duties, and related taxes in the country of delivery.

The price listed in the online store at the time of the order is final, even for reservations where the merchandise is to be picked up at our workshop.

We reserve the right to request payment in advance.

Additional services subject to a fee, such as delivery, assembly, etc., are listed separately in the shopping cart and on the invoice. For exports, duties and taxes related to customs declarations are billed separately by the freight forwarder.

Are you a professional?

We can provide you with customized offers on a wide range of Osmodyn products and services. Our offers, available in the professional portal, may be subject to minimum order quantities. Request access here.

Payment Methods

Payments must be made in Swiss francs or euros.

Cash Payment
Cash payments are only accepted for orders placed and picked up at our store / workshop / showroom.

Prepayment
The online store may require prepayment. Delivery will not be made until payment is received.

Electronic payment methods
We accept payments via online banking, bank or postal transfers, and credit cards.

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard that applies to individuals and businesses that accept credit cards issued by major brands or, more generally, process credit card data.

To protect your data and ensure its confidentiality, the transaction is processed on a secure payment site using SSL encryption.


Purchase on Invoice To be eligible for purchase on invoice, the customer must be a resident of Switzerland.

The customer agrees to pay the invoice amount upon receipt of the order, without any discount.

If an order has been placed and an invoice is outstanding, we will wait for payment of that invoice before shipping a new order.

Installment Payments
Installment payments are processed by KLARNA.

Unpaid Bills

Unpaid orders will be forwarded to our collections department, which will handle the necessary procedures to collect the amounts owed, plus any costs incurred in pursuing this matter.

After two reminders go unanswered, we will forward the case to the debt collection office.

Reminder fees amount to 15 CHF per reminder. If the customer is late in making a payment, Nutridyn SARL reserves the right to charge reminder fees. All costs associated with collecting overdue payments are the customer’s responsibility.

If payment demands are unsuccessful, the amounts billed may be referred to a collection agency. In such cases, annual interest on arrears at an effective rate of up to 15%, calculated from the due date, may be charged. The collection agency will pursue the unpaid amounts in its own name and on its own behalf. It is entitled to charge additional administrative fees.

Nutridyn reserves the right to cancel any order placed by a customer with whom there is a dispute regarding payment of a previous invoice.

Subscriptions and Recurring Purchase Options

Principle

Some products offered in the store can be purchased through a recurring purchase option, in the form of a subscription.

By selecting a subscription plan, the customer agrees that an order will be generated and billed automatically according to the frequency selected at the time of sign-up.

Automatic renewal

Unless otherwise specified at the time of order, the subscription is automatically renewed at each renewal date according to the frequency selected by the customer.

The amount corresponding to the products ordered as part of the subscription, as well as any applicable shipping fees, is automatically charged at each renewal.

Subscription Cancellation

The subscription is automatically renewed according to the frequency selected at the time of sign-up.

The customer may request cancellation of their subscription at least 48 hours before the next billing cycle begins.

Once this period has expired, the current payment is definitively due and can no longer be canceled. The termination will then take effect on the next due date.

Subscription Changes

The customer may, at least 48 hours before the next billing due date, request changes to certain aspects of their subscription, including:

  • delivery frequency;
  • the shipping address;
  • payment information;
  • the customer account information.

Any changes requested after this deadline will not take effect until the next cycle.

Failure to Pay

In the event of a failed payment, Nutridyn SARL reserves the right to suspend, postpone, or cancel the subscription until the payment is brought up to date.

The customer is required to keep their payment, billing, and shipping information up to date for the duration of the subscription.

Returns and Exclusions

Products shipped as part of a subscription are still subject to these Terms and Conditions of Sale, the return policy, and the applicable hygiene exclusions.

In particular, no filter, membrane, or consumable that has been unsealed, opened, or used may be accepted for return if it falls under an exclusion based on hygiene or health protection grounds.

Termination by Nutridyn SARL

Nutridyn SARL reserves the right to modify, suspend, or discontinue a subscription plan, particularly in the event of product unavailability, technical issues, non-payment, or discontinuation of the product.

Returns and Exclusions

Products shipped as part of a subscription are still subject to these Terms and Conditions of Sale, the return policy, and the applicable hygiene exclusions.

In particular, no filter, membrane, or consumable that has been unsealed, opened, or used may be accepted for return if it falls under an exclusion based on hygiene or health protection grounds.

Termination by Nutridyn SARL

Nutridyn SARL reserves the right to modify, suspend, or discontinue a subscription plan, particularly in the event of product unavailability, technical issues, non-payment, or discontinuation of the product.

3 Order

Electronic records created on www.osmodyn.com are considered proof of the order's contents, billing and shipping addresses, and the order date.

No address changes made through a payment module can retroactively modify your order's registration information.

Any special orders or orders for distant destinations will be processed via email so that a final quote can be sent to you. The customer must provide accurate contact information, including a phone number, to facilitate delivery. The customer agrees to provide an address where delivery can be made during business hours from Monday through Saturday morning.

We reserve the right to cancel an order if there is any doubt regarding the customer's contact information or if we have been unable to contact the customer.

Once the customer has confirmed the order, the customer may no longer modify or cancel it, subject to the specific provisions applicable to subscriptions as set forth in the “Subscriptions and Recurring Purchase Options” section.

4 Right to Change Your Mind

Swiss law is based on the principle that contracts once entered into must be honored.

In the event of cancellation and subject to certain conditions, the buyer is responsible for the cost of returning the merchandise. See the “Cancellation” and “Return Policy Details” sections.

5 Stakeholder Complaints

Nutridyn SARL is committed to listening to and responsibly addressing the concerns of its stakeholders.

Anyone—whether a customer, employee, supplier, partner, or other stakeholder—can report a concern regarding Nutridyn’s activities, including social, environmental, ethical, or governance issues.

Complaints can be submitted using the contact information or the contact form available on the Osmodyn® website.

Each complaint is reviewed by management. An acknowledgment of receipt is sent as soon as possible, and a response or update on the status of the complaint is provided, whenever possible, within 30 days at the latest.

The information provided will be treated confidentially. No one who has filed a complaint in good faith shall be subject to retaliation or unfavorable treatment as a result of their report.

When necessary, Nutridyn implements the appropriate corrective actions and informs the requester of the resolution.

6 Delivery, Lead Times, and Fees

Transfer of Risk

The risk of loss or damage to goods shipped or delivered passes to the purchaser upon conclusion of the contract.

All our packages include a tracking number to confirm shipment. The reverse osmosis units are tested before shipment and must be installed upon receipt. The filters are shipped vacuum-sealed to prevent bacterial contamination, and once opened, they can no longer be exchanged.

Deadlines

Delivery times are provided for informational purposes only. Any delays do not entitle you to cancel the sale, refuse the goods, or claim damages.

In the event of unforeseeable circumstances or force majeure, we reserve the right to suspend or cancel all or part of any orders or contracts, without any right to compensation.

During the summer, orders are shipped 1 to 2 times a week.

Depending on the product you ordered, a processing or restocking period of a few days may delay the shipment of your order.

Home delivery charges are listed separately in the shopping cart and are added to the price of the products ordered.

The products shown comply with Swiss regulations, and, where applicable, our devices bear the CE marking.

Export

For export sales, see the “Prices and Invoice Payment” section: invoices exclude tax. Nutridyn SÀRL (Osmodyn.com) shall not be held liable for any failure to comply with the laws or regulations in effect in the country of delivery, including VAT formalities, duties, and related taxes in the country of delivery. Duties and taxes related to customs declarations are billed separately by the freight forwarder.

Incoterm: DAP for exports.

We handle: pickup, export formalities from Switzerland, transportation, and delivery to the destination country.

The customer is responsible for: import formalities, VAT and customs duties in the destination country, and storage fees if the goods are stored for more than 8 days.

Osmodyn.com shall not be held liable for any direct or indirect consequences resulting from an order cancellation or a delivery delay for any reason whatsoever. Refusal to pay export taxes does not constitute grounds for cancellation.

In the event of a cancellation, the buyer is responsible for the cost of returning the merchandise, subject to certain conditions and upon approval by Nutridyn SARL.

Incorrect address: If the products cannot be delivered to the specified address, the customer will be responsible for any additional costs.

Refusal of Delivery: In the event of an unjustified refusal of one of our deliveries, we reserve the right to bill you for the costs incurred and the inconvenience caused.

Returns or repairs: Prior authorization is required. Contact: services-techniques@osmodyn.com

No returns will be accepted without prior confirmation.

Shipping Method

The buyer chooses the shipping method. All our packages have a tracking number and proof of shipment.

Nutridyn SARL cannot be held liable for the loss or damage of packages.

Packaging and Damage

Goods are always shipped at the customer's own risk.

France and Europe

To protect your rights, we recommend that you check the contents of the package and file a formal complaint with the carrier via certified mail within 48 hours.

Do not sign the delivery slip until you have checked the contents of the packages and the condition of the merchandise. If there is significant damage, refuse the package. If you accept the package, note this on the delivery slip with as much detail as possible (e.g., hole in the box, broken box, broken connector).

Switzerland

You must report this damage to La Poste.ch or the carrier within eight days of the shipment's delivery.

Documents to Provide

In any case, here's what you need to bring:

  • contents of the shipment;
  • packaging (photo);
  • all available shipping documents (invoice, packing slip, etc.).

Any damage related to delivery must also be reported to: services-techniques@osmodyn.com

7 Retention of Title

The merchandise remains the property of the seller until the seller has received full payment and/or any outstanding invoices have been settled. Upon receipt of the merchandise, you will act as its custodian and may not alter or resell it without our consent until the price has been paid in full.

8 Complaints

Any claims regarding the quantity shipped or the condition of the products upon receipt must be submitted in writing immediately upon receipt of the package.

Contact: services-techniques@osmodyn.com

It is essential to include the delivery number, the order number, the product code(s) for the affected product(s), and their lot numbers.

Nutridyn SARL documents the handling of each complaint from the time it is received through its resolution and closure.

Complaints are recorded and tracked by the person in charge. The information retained includes, among other things, the date of receipt, the subject of the complaint, the actions taken, the responses provided, the date of resolution, and the status of the case.

Email correspondence is retained to ensure full traceability of the processing and to demonstrate that each complaint has been resolved.

9 Repair, Replacement, or Refund

When the buyer receives the item sold, the buyer must inspect it as soon as possible. If the buyer discovers any defects, the buyer must notify the seller without delay. The notice of defects must be specific and describe the defects present in the goods.

If the product cannot be repaired or replaced with a similar item, you may request a refund or a price reduction under certain conditions. Bank transfer fees or original credit card processing fees are not refundable.

If the seller offers an immediate exchange for an item that is exactly the same as the one listed on the website, the buyer is required to accept it.

Withdrawal

We are committed to refunding you for any unopened product that is returned complete in its original packaging within 7 days of your purchase, subject to our return policy.

For health and safety reasons, we do not accept returns of water filters that have been opened. You are responsible for the shipping costs both ways.

Details of the Trade-In Terms

To ensure that we can process your request for a return or repair as quickly as possible, it is essential that you contact customer service in advance.

Contact: +41 22 794 38 54 / +33 9 72 98 86 36 — info@osmodyn.com — fax +41 22 794 38 56

Possible recovery

  • The item must show no signs of use
  • The item must be in its unopened original packaging
  • The item must not be damaged or soiled
  • For hygiene reasons, the filters must not be unpacked
  • Returns must be made within 7 days of the date of purchase
  • It must be accompanied by the return form (please request it from us)

Returns accepted; return shipping charges apply

  • The original packaging has been opened, but it is undamaged
  • The item has not been used and shows no signs of use
  • All accessories included in the shipment are inside the package
  • Returns must be made within 7 days of the purchase date

Reuse Not Allowed

  • Without the original packaging
  • Custom Products
  • Missing Accessories
  • Expiration of the right to use
  • Unpackaged filter or membrane: sensitive goods that the customer has unsealed after delivery and that cannot be returned for hygiene or health protection reasons

10 Jurisdiction

Our business activities and the relationship between the customer and Nutridyn SARL are governed exclusively by Swiss law, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods.

In the event of a dispute, the Commercial Court of Geneva shall have exclusive jurisdiction.

11 Data Protection

In accordance with Article 13 of the Swiss Federal Constitution and the Swiss Federal Data Protection Act (LPD), we place great importance on protecting your privacy. Your personal data is treated as strictly confidential and used only internally. It is neither sold nor disclosed to third parties.

12 Osmodyn Warranty

1) Osmodyn Warranty – Water Reverse Osmosis Systems

The warranty for Osmodyn reverse osmosis systems is valid forthree (3) years from the date the contract is signed, or from the date of delivery or receipt of the package.

This warranty covers manufacturing and operational defects discovered under normal conditions of use, installation, and maintenance, in accordance with the manufacturer's recommendations.

2) Standard Warranty – Other Filtration Techniques

The standard warranty for other filtration technologies is valid fortwo (2) years from the date the contract is signed or the package is delivered/received.

It covers manufacturing and operational defects discovered under normal conditions of use, installation, and maintenance.

3) Exclusions—Consumables and Wear and Tear

The following are excluded from any warranty:

  • consumables (including filters, cartridges, filter media, membranes, gaskets, and wear parts), whose wear and service life depend on operating conditions, water quality, and compliance with maintenance recommendations;
  • normal wear and tear, as well as damage resulting from improper use, incorrect installation, insufficient maintenance, modification of the product, impact, freezing, scale buildup, power surges, or any external cause.

Only Nutridyn SARL has the right to determine how the warranty will be fulfilled (repair, replacement, or refund of the purchase price); any other claims are excluded.

As a general rule, the warranty covers quality and performance defects in the product purchased by the customer and does not include normal wear and tear, the consequences of improper handling, damage caused by the customer or a third party, or defects resulting from external circumstances. In the event of an incident during installation, Nutridyn will not be liable for, and cannot under any circumstances be held responsible for, damage to its own systems, to equipment belonging to third parties, or to areas or spaces that may have been flooded as a result of leaks. 

Similarly, the company shall not be held liable for any work related to leaks, nor for damage caused by water in residential units other than the one where the initial installation was performed. The foregoing provisions apply to any situation involving premises where water treatment equipment is installed, when incidents result from improper handling or misuse of the equipment we sell. 

13 Privacy Policy

Nutridyn Sàrl (Plan-les-Ouates, GE) operates the osmodyn.com website and the services offered on it. It is responsible for the collection, processing, and use of your personal data, as well as for ensuring that data processing complies with applicable laws.

We comply with the legal provisions of the LPD, the OLPD, the LTC, and, where applicable, the GDPR.

14 Visiting Our Website, Cookies, and Other Trackers

If you visit our websites, we use cookies and similar technologies. A cookie is a small computer file containing a string of numbers and letters. It allows us to analyze user behavior during their visit to our website.

We use Google Analytics and AdWords on our website to:

  • to recognize a computer when a user visits our website;
  • track users as they browse;
  • enable the use of a shopping cart;
  • improve and analyze the use of our website;
  • manage the website;
  • prevent fraud and improve security;
  • customize the website for each user;
  • send targeted ads that may be of interest to certain users.

Deleting or disabling cookies may affect your ability to use certain features.