1. Regarding ZRC and the present General Terms of Sale
The present General Terms of Sale are applicable to all sales of ZRC products or services that you may order from ZRC Genève Suisse S.A., on the website www.zrc1904.ch and via any and all mobile or digital applications that refer to the present General Terms of Sale (collectively, the “Platforms”) or by telephone through our customer relations centre (the “Customer Relations Centre”).
The headquarters of ZRC Genève Suisse S.A. is located at 15, rue du 31 Décembre, 1207 Geneva, Switzerland (“ZRC” and “we/us/our”). Our VAT number is CHE-258.742.522.
Please read the present General Terms of Sale carefully. The present General Terms of Sale apply to any order placed through the Platforms or through the Customer Relations Centre (collectively, the “Sales Channels”). Please note that, prior to ordering products or services, you will be asked to accept the present General Terms of Sale. If you do not accept the present General Terms of Sale, you will not be able to order a given product or service through the Sales Channels. Sales made at physical points of sale (such as our boutiques) or through third parties (such as approved resellers) are not subject to the present General Terms of Sale.
2. Updates to the present General Terms of Sale
We reserve the right to modify the present General Terms of Sale at any time. Therefore, please check them regularly in order to be kept apprised of updates. The latest version of the present General Terms of Sale will always be available on the Platforms. Any new version of the present General Terms of Sale shall take effect immediately as of the date of publication and shall apply to all orders of products or services placed starting from that date. Any changes made to the General Terms of Sale after you have placed an order shall have no impact on said order, nor on your relationship with us, unless so required under current law.
3. Conditions of sale
Only physical persons (and not legal entities) that (a) have reached the age of legal majority required to finalise contracts (18 years of age in most countries); (b) enjoy the legal capacity to finalise contracts; and (c) use a shipping address in the country (countries) that we serve (as indicated by the Sales Channels), may order products through the Sales Channels. If you have not reached the age of legal majority or if for any other reason you do not enjoy the legal capacity to finalise contracts, one of your parents or your legal guardian must place your order in your name, and he/she shall be invited to accept the present General Terms of Sale.
By placing an order through the Sales Channels, you represent and warrant that you are a good-faith client and end user making a purchase for your own use or for the personal use of a third party, and that you will not deliver, sell, or in any other way distribute our products, nor will you purchase our products or services for commercial purposes.
4. Availability and quantity of products
All orders placed through the Sales Channels are subject to availability and to our acceptance of said orders. The products presented on the Platforms which cannot be added to the basket are not available for sale on the Platforms. The Customer Relations Centre can provide more information about these products. For information regarding the ordering process, please refer to our article, Ordering Process, below.
Quantity limitations may apply to orders of certain products. We reserve the right to refuse, at any time and without prior notice, orders exceeding a certain number of authorised products.
5. Account registration and checkout for visitor purchases
To place an order, you may place an order as a visitor. When you place an order as a visitor, we may nevertheless create an account in our internal systems in order to register your purchase(s).
6. Customisation services
Customisation services (for example, engraving or embossing) or other services may be offered on selected products. If you wish to have your product customised, please provide the information requested in the Sales Channels.
We reserve the right to withhold or refuse acceptance of any order of customised products, or of products accompanied by a message card, containing unacceptable or illegal remarks, or remarks in conflict with our policies. It is your responsibility to ensure the accuracy of any and all statements that you provide regarding products for customisation.
Moreover, orders of customised products cannot be cancelled, and products that have been customised in any way cannot be returned to us for exchange or refund, as described in the present General Terms of Sale. This clause does not affect your consumer rights.
7. Ordering process
The ordering process on the Platforms shall include the following steps:
Add to basket: Once you have chosen a product, you can place it in your basket. You can then decide to continue shopping and adding products to your basket (subject to limitations on availability and quantity). Placing an article in your basket does not guarantee its availability at the time of purchase, availability being confirmed only once you have received a written Order and Shipping Confirmation.
Checkout for Visitor/My Account purchases: When you are ready, you will then proceed to “Checkout,” whether as a visitor or through your registered account. During the checkout process, you may also delete from the basket one or more of the product(s) that you have selected.
Delivery, verification, and payment: During the checkout process, you will add and verify the details of your order and your personal information (in particular the email address, the shipping address, the billing address, and the payment data, as well as your mobile phone number in order to, among other purposes, “activate the online guarantee”). You must carefully verify and confirm all of the details appearing on the order summary page prior to placing your order.
Placing the order: You will then tick the corresponding box and place your order.
If an order is placed through the Customer Relations Centre, a ZRC ambassador will guide you throughout the steps listed above and will ask you to confirm the details of your order verbally.
We reserve the right, at our sole discretion, to refuse, cancel, or terminate orders at any time on reasonable grounds. For example, we may refuse, terminate, or cancel your order in the event of a pending dispute regarding the payment of a prior order or if we suspect, at our sole discretion, (i) fraudulent activity; or (ii) any other sort of violation of the present General Conditions of Sale.
8. Prices, taxes, and delivery charges
Unless stipulated otherwise, all prices indicated on the product pages of the Platforms or indicated by the Customer Relations Centre are in Swiss Francs (CHF), applicable VAT included, but not including delivery charges and any other taxes.
The delivery charges are not indicated on the product pages, but will be included in the price of the product, whatever your delivery options may be.
If you decide to have the products delivered to you in Switzerland, the applicable VAT shall be as indicated under Swiss law, to wit, 7.7% of the total. If you decide to have the products delivered to you outside of Switzerland, the Swiss VAT will be deducted from the sale price and the duties and taxes of your country of delivery shall be at your expense, payable to the carrier upon presentation of the slip.
We reserve the right to change prices at any time and without prior notice.
We take care to ensure that product prices are correct when the relevant information is entered into the system or is communicated to you by the Customer Relations Centre. However, despite the reasonable efforts that we make, it is still possible that the price of certain products offered through our Sales Channels may not be accurate. If the price of one of the products that you order is inaccurate, we will contact you as soon as possible to inform you of that error. If we are not able to contact you using the information that you provided during the ordering process, we will cancel the order and inform you thereof via email. If we accept your order by error and process it when there has been an error with regard to the prices indicated, we may cancel the provision of that product and reimburse you the amount that you paid.
Please note that changes made to current law between the date of your order and the date of receipt of a written Order and Shipping Confirmation may change the taxes related to your order. If the resulting change leads to an increase in the taxes billed to you, we will contact you and ask that you reconfirm your order.
We accept the payment methods identified during the order process in the Sales Channels. Depending upon the payment methods, we may request additional information, including a form of individual identification.
When you place your order on the Platform, you will need to indicate your payment information on the appropriate form. In the case of an order placed by telephone, you will need to provide your complete payment information to the Customer Relations Centre. All bearers of payment cards are subject to a validation check and an authorisation procedure from the card issuer. If the issuer of your payment card refuses to authorise the payment in our favour, you will need to contact the issuer directly in order to resolve the problem.
Other payment methods may also be subject to a validation check and an authorisation procedure from the payment system providers. You expressly authorise us to carry out security checks if we deem it necessary to do so, and to send or receive information (including updated information) about you on occasion for or from third parties, including but not limited to your payment card information, in order to authenticate your identity, approve your payment, obtain payment card pre-authorisation, and authorise individual purchase transactions.
We offer three different payment methods:
- Payment by bank card
- Bank transfer via the ZRC Genève SA account details
No order can be shipped without confirmation of receipt of payment in full, regardless of the payment method selected.
Prepayments shall have no effect on your legal rights pursuant to the present General Terms of Sale (including, for example, any right to a refund). If we are unable to meet our shipping and/or delivery obligations as stated hereinbelow, we will inform you thereof via email and will refund the payment to you as quickly as possible.
We do not charge any commission in accordance with bank transfers or payment via credit card online. We require that all orders paid by bank transfer be confirmed through an order approval process. We can acknowledge receipt of an order paid by bank transfer, but the order shall not be processed until we have received the payment and have confirmed receipt thereof via email. If your bank transfer is not credited to our bank account within seven (7) days following the placement of your order, your order shall be cancelled.
10. Acknowledgment of order receipt
Once you have made your selection and placed your order through the Sales Channels, you will receive an Acknowledgment of Order Receipt via email, confirming the details of your order as well as an order reference number. Take care to keep this order reference number for any subsequent request or inquiry regarding your order. This Acknowledgment of Order Receipt does not constitute acceptance of your order. In order to confirm the order, we will conduct the usual legal checks regarding credit, anti-fraud, and security, as well as related verifications, and then, if these are satisfactory, we will proceed with the processing of your order. Upon your receipt of the Acknowledgment of Order Receipt, it is your responsibility to review it and to confirm that it accurately reflects your intended order. If you have questions or concerns, or if the Acknowledgment of Order Receipt does not reflect your intentions, you must quickly contact the Customer Relations Centre.
The present General Terms of Sale will be provided to you as soon as we acknowledge receipt of your order.
11. Shipping policy
We accept only those orders which are to be shipped to the country (countries) identified during the Ordering Process. Please note that we will not ship to certain addresses, such as military zones, certain restricted areas, collection points (including, but not limited to, Pick Post, MyPost24, etc.), or post office boxes. For further information, please consult our FAQ section or contact the Customer Relations Centre.
If you order several products, we will ship the order only once all of the products are available (there shall be no partial shipments, except for spare parts such as replacement watch bands).
12. Order and shipping confirmation
We will send you an Order and Shipping Confirmation via email when your order is shipped. This Order and Shipping Confirmation constitutes acceptance of your order on our part, indicating the existence of a legally binding sales contract.
We shall make all reasonable efforts to ensure that the delivery is made by our carrier within the estimated delivery period from the date of our written Order and Shipping Confirmation, and in all cases within the thirty (30) days following that date, unless your purchase involves a product or service that requires an additional delivery extension as we have explained to you, for example, in the case of products or services that we customise.
When you place an order through the Sales Channels, you have the opportunity to select a specific delivery date offered on the Sales Channels. The said specific delivery date remains subject to our confirmation.
If the delivery of products is delayed by an event beyond our control, we shall inform you thereof as soon as possible and shall make all reasonable efforts to minimise the consequences of the delay. If we do not deliver within the thirty (30) days following the date of the written Order and Shipping Confirmation or any other period that we indicate, you may contact the Customer Relations Centre to cancel the order in question and obtain a refund of the amount that you have paid as a deposit for all products that you have not received.
In all cases, your right to cancel an order and to receive a refund of the amount that you have paid as a deposit for products that you have not received constitutes your sole recourse if we do not deliver the order in question.
When you evaluate your delivery period, please take into consideration the time needed for payment approval, address verification, security measures, and order processing. Please note that delivery is always subject to the receipt of your payment in full.
We will require a handwritten or electronic signature from you or from any person at the indicated delivery address (unless you make other arrangements), in order to confirm the delivery of each product, after which time the risk and responsibility for the products that you have purchased are transferred to you. If you have indicated an addressee other than yourself for purposes of delivery (for example, if this is a gift), you understand and accept that a signature of the said addressee (or of a person at the delivery address) constitutes proof of delivery and fulfilment of the sales contract by ZRC, implying a transfer of responsibility to the addressee, as though the product had been delivered to you. For certain categories of products, we reserve the right to delivery products only to the person who is the addressee of the order as indicated on the label of the parcel, and to request an identity check for the purpose of verification at the time of delivery. Please refer to our FAQ section or contact the Customer Relations Centre for information.
After ordering products through the Sales Channels, you will receive an invoice that will be sent to you in the form of a PDF attachment in a message sent to your email address.
15. Returns and exchanges
(a) Right to cancel
You have the right to cancel the contract created by our written confirmation, without providing a reason, for fourteen (14) days from the date on which you or any person whom you name (other than the carrier) take physical possession of the products from your order. If you are a customer located in the European Union or in the European Economic Area and you have made an order through the Sales Channels, this can be considered as your legal right to withdrawal. In order to respect the withdrawal deadline, it is sufficient for you to withdraw prior to the expiration of said deadline.
In order to cancel the contract and return your product(s), you can contact our Customer Relations Centre and follow the instructions provided to you, or send us an email at: ZRC, Customer Relations Centre, firstname.lastname@example.org.
Products purchased through the Sales Channels can be returned only to our ZRC e-boutique’s distribution centre at the address of our Returns Service, as indicated in our FAQ section.
Products not purchased through the Sales Channels cannot be returned to the ZRC e-boutique’s distribution centre.
To return a product to our e-boutique’s distribution centre, you must follow the steps mentioned hereinafter:
(i) call the Customer Relations Centre
(ii) You may choose either (a) to use our collection service and agree upon a pick-up date with our logistics partner, or (b) to drop off your parcel in any Swiss post office during the return period. You may at this time be invited to provide information about the product so that we can conduct an initial evaluation of its condition;
(iii) In the event that you choose to drop off the parcel in a Swiss post office, the Customer Relations Centre will send you a prepaid return label via email; if you choose our return collection service, our logistical service provider will bring the prepaid return label at the time of pick-up.
(iv) You must include in the package the product as well as all of its accessories, the free items that you received with your order, the Service Guide, the Warranty Card, and all of the other documents, in their original box;
(v) Please seal the packaging, if necessary, print the prepaid return label, and affix it to the parcel; and, depending on the option that you selected in relation to point (ii) above:
(vi) On the agreed-upon date, our logistics partner will collect the closed parcel and will provide you a return tracking number, which you must keep until you receive confirmation of the refund for your order. You may also drop off the parcel in any Swiss post office during the return period, in which case you will receive an acknowledgment of receipt with a return tracking number to be kept until you receive confirmation of the refund for your order.
You must keep proof of return shipping, and we disclaim liability in the event that you are unable to provide the said proof. Only merchandise received by our ZRC e-boutique’s distribution centre shall entitle you to a refund or exchange.
(c) Product return conditions
We will determine whether the returned product fulfils the conditions of the Returns and Exchanges Policy and if so, we will proceed with the applicable refund or exchange.
Our products must be returned in new, intact, and perfect condition, with all protective materials in place, and accompanied by the labels and stickers that were affixed to them (if applicable), as well as the original ZRC box and packaging, including all of the accessories and documents. For example, watch bands that have been adjusted at your request must be returned with exactly the same number of links as in the original packaging. We reserve the right not to accept any return if the product presents signs of wear and tear, or has been used or modified with regard to its original condition in any way whatsoever, or we may reduce the amount of any applicable refund or exchange as a result.
If you have received free items with your order, they must also be returned with the products.
We shall subject all returns to a rigorous Quality Control (QC) process in order to ensure that the returned products comply with these quality requirements. If the products do not meet the QC standards, we shall refuse the return, and the products shall be returned to you. If the returned product satisfies the QC, we shall proceed with the applicable refund or exchange.
Failure to comply with the present General Terms of Sale will give us the right to refuse the returned product and to return it to you, at your expense.
(d) Non-exchangeable and non-refundable products
Orders of products that have been personally customised for you in one way or another cannot be cancelled, and the said products cannot be returned for the purpose of an exchange or refund. This applies in particular to products that have been engraved or embossed.
You can return a product purchased through the Sales Channels to obtain a refund, provided that the return complies with the present General Terms of Sale, in particular (a) the Right to Cancellation and (b) the Return Process described above.
Only the purchaser shall be authorised to receive a refund for the purchase price. A person who has received the product as a gift (to wit, the “Gift Recipient”) shall in no case be authorised to receive a refund. If you are the Gift Recipient and you wish to return a product, please contact the Customer Relations Centre in order to discuss the options that are available to you.
If the return complies with the present General Terms of Sale, we will make every reasonable effort to refund the purchase price to the purchaser through the same payment method used to pay for the initial transaction, within fourteen (14) days following receipt of the returned product by the ZRC e-boutique’s distribution centre. Except in the case of delivery of a defective product by our fault, the initial shipping fees shall not be refunded.
You can return a product purchased through the Sales Channels and exchange it for another ZRC product, provided that the return complies with the present General Terms of Sale, in particular (a) the Right to Cancellation and (b) the Return Process described above.
In all cases, the sale of the returned product shall be cancelled and a new order for the product shall need to be placed.
If a product must be returned to the ZRC e-boutique’s distribution centre to be exchanged for a lower-priced product, only the purchaser of the returned product shall be entitled to a refund of the price difference.
If a product is returned in order to be exchanged for a higher-priced product, you must pay the price difference.
16. Manufacturer’s warranty and your legal rights as a consumer
We undertake to ensure that every product strictly complies to our quality criteria and has satisfactorily passed all of our controls, both technical and aesthetic.
The selected products are covered by the applicable ZRC Warranty. If you wish to repair a product covered by the applicable ZRC Warranty, please refer to the applicable ZRC Warranty and call our Customer Relations Centre for more information.
As a consumer, you may have legal rights under applicable law governing the sale of consumer goods; these rights are not affected by the present General Terms of Sale or by the applicable ZRC Warranty.
17. Complimentary services
The following services are offered free of charge through the Sales Channels:
All orders shall be shipped with the ZRC box packed in special ZRC packaging, as well as with a ZRC shopping bag.
Engraving and embossing can be offered only on the “back” of ZRC watches and are offered only in the context of transactions conducted through the Customer Relations Centre.
If you wish to have a ZRC product engraved or embossed, please provide the details to the Customer Relations Centre.
Orders of customised ZRC products cannot be cancelled and customised ZRC products cannot be returned to ZRC for an exchange or refund.
(c) Exchange/adjustment of watch band
A ZRC watch band is delivered in a standard size. The size of the band can be lengthened or shortened upon request at the time of order placement on the e-commerce site. The ZRC watch band is also adjustable on all watch models. If you request a watch band adjustment, the links removed will be returned to you and included in the packaging. Please refer to our FAQ section for the watch band resizing guide.
You can customise your order by adding a personalised message, which ZRC will print on a gift message card included in your package. ZRC reserves the right to reject any gift card message that it finds offensive or inappropriate to write on ZRC letterhead.
For any repair request regarding a product ordered through the Sales Channels, please refer to our FAQ section or contact our Customer Relations Centre.
19. Product descriptions
We make every effort to ensure that the information, including product descriptions, dimensions, and colours, provided on the online sales site, in advertisements, or in catalogues, or communicated by the Customer Relations Centre, is accurate and exhaustive. However, we make no warranties, explicit or implicit, as to the precision, reliability, or exhaustiveness of this information.
20. Limitation of Liability
To the extent permitted under prevailing law, we disclaim and exclude all other modalities, conditions, and warranties relative to the products and Sales Channels, whether explicit, implicit, or otherwise, or stemming from any prior operation, custom, or business practice.
No clause of the present General Terms of Sale limits or excludes our liability in the case of responsibility that cannot be limited or excluded by prevailing law. Subject to the previous sentence, our total liability toward you in the context of the present General Terms of Sale in the context of any order, whether it be contractual, tortious (including due to negligence), or otherwise, even if we have been informed of the possibility of the said damages, shall in no case exceed one hundred percent (100%) of the price of the product(s) in your order.
Please note that, in certain countries, it is possible that the consumer protection laws may not provide for certain exclusions or the limitation of warranties or liabilities, and as a result, some of the exclusions and limitations described hereinabove may not apply.
21. General provisions
If a provision, or a part of a provision, of the present General Terms of Sale is deemed illegal, null and void, or unenforceable, the said provision or part thereof shall be considered not to be part of the present General Terms of Sale, and the legality, validity, or enforceability of the other provisions of the present General Terms of Sale shall not be affected, unless if required by prevailing law.
The present General Terms of Sale (and the related conditions incorporated by reference) constitute the entirety of the agreement reached between you and us with regard to the ordering of products or services, and cancel and replace all agreements, draft agreements, arrangements, commitments, or ancillary agreements of any nature whatsoever previously agreed upon by the parties, whether verbal or written, with regard to this subject.
We disclaim any liability in the event of failure or delay in executing, or of failure to comply with our obligations as provided by the present General Terms of Sale, stemming from any cause beyond our control.
Our waiver of the right to allege infringement of any provision of the present General Terms of Sale cannot be interpreted as a waiver of the right to allege any other infringement or any subsequent infringement.
This contract is entered into between you and us. No other person shall be entitled to enforce any conditions thereof. However, if you purchase a product as a gift, the recipient of your gift will enjoy the applicable ZRC Warranty. We will ask you at the time of order placement to provide full contact information for the recipient in order to activate their electronic warranty. In the case of a gift, we are able to postpone activation of the warranty; simply specify this at the time of ordering.
22. Applicable law and jurisdiction
The present General Terms of Sale shall be governed by and interpreted in accordance with Swiss law, without any reference to provisions concerning a possible conflict between laws. Any dispute, controversy, or claim stemming from or related to the General Terms of Sale, including the validity, invalidity, violation, or termination of the General Terms of Sale, shall be judged or subject to arbitration in accordance with the General Terms of Sale. If Swiss law differs from the consumer law of your country, we shall grant you a similar protection.
You may initiate proceedings against us before the courts of Geneva. We also may initiate proceedings against you before the courts of the country where you legally reside.
Without placing any limitation on the establishment of any recourse before a court, you and ZRC shall make all possible efforts, for a period of thirty (30) days, to amicably resolve any dispute or disagreement stemming from or related to the product, the General Terms of Sale, or any other failure pertaining thereto.
If you are a consumer residing within the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution body.
To obtain a list of ADR bodies in your country, you may consult the European Commission’s Online Dispute Resolution platform at the following address:
23. Contact us
If you have questions or comments regarding the present General Terms of Sale, or general questions, please contact us at the address indicated below.
Customer Relations Centre:
ZRC, 15 Rue du 31 Décembre
1207 Geneva, Switzerland
Phone number: +41 22 556 69 91
Cancellassions form template
To ZRC Genève SA,
Customer Relations Centre:
15 Rue du 31 Décembre
Ref. : ZRC Grands Fonds Watch Ref. (GF40xxx)
Serial number: (8184GF) on the back of the watch
Reason: (non-compliant product)
I/we hereby notify you (*) that I/we are retracting (*) with regard to my/our (*) contract of sale of the following products (*)/regarding the provision of the following service (*),
Ordered on (*)/received on (*),
Signature of the consumer(s) (only if this form is provided in paper form),
Date and signature
* Please cross out any information which does not apply.