General terms and conditions

Last updated: March 2022

Please note: Only the English original of these General Terms and Conditions of Sentrax GmbH is legally binding. Other language translations are provided for information purposes only and has no legal force. By accepting these General Terms and Conditions, you automatically accept the English original.

1. Scope of application

The present general terms and conditions (hereinafter “GTC”) apply to all legal transactions made through the online shops (hereinafter individually referred to as “online shop”). The online shop is operated by Sentrax GmbH (hereinafter “Sentrax”).

These general terms and conditions also apply to all legal transactions made within the scope of Sentrax’ merchant programme (hereinafter “merchant programme”). The merchant programme allows selected third-party providers (hereinafter “merchants”) to offer products and services under their own name and sell them to customers via the Sentrax online shops.

Sentrax reserves the right to change these GTC at any time. The version of the GTC valid at the time of order placement applies and may not be changed unilaterally for the respective order. Adverse or conflicting terms of the customer will not be recognised.

The range of products and services available in the online shop, including the scope of the merchant programme, (hereinafter “offer”) is exclusively intended for customers whose place of residence or place of business is Switzerland, European Union, United Kingdom, Australia, New Zealand, United States of America and Canada. 

Deliveries are made exclusively to addresses in Switzerland, European Union, United Kingdom, Australia, New Zealand, United States of America and Canada.

Products are available for as long as they can be found through the search engine in the online shop and/or while stocks last.

Customers confirm compliance with the legal provisions for all product orders with a minimum age requirement of 18.

Large orders exceeding a standard amount may be refused without reason.

2. Information

2.1. Product and price

Product images used for advertising, brochures, the online shop etc. are for illustration purposes only and are not binding.

Product information available through the online shop is compiled to be as customer-friendly as possible but is not binding. Information provided by the manufacturer (e.g. manufacturer warranty) applies, provided that it is valid in Switzerland.

All prices quoted are net, in Swiss Francs or Euros or in US Dollars and, where applicable, include value added tax (VAT) and an advance recycling contribution, packaging costs and delivery costs for the stated delivery time as well as any additional charges and costs. Only the minimum order surcharge – if applicable – is excluded. In addition to the final price, a minimum order surcharge of maximum CHF 9.00 can be charged for order totals of below CHF 50.–. Sentrax and the merchants reserve the right to change prices of products and services at any time. The prices stated in the online shop at the time of order placement apply.

Any additional services subject to a fee, e.g. installation, disposal, warranty extensions, insurance etc., are listed separately in the shopping cart and on the invoice.

2.2. Availability and delivery times

Sentrax is committed to providing up-to-date and precise information on availability and delivery times in the online shop. However, production and delivery shortages in particular may cause delivery delays for Sentrax as well as for merchants. Therefore, all information on availability and delivery times is subject to change.

2.3. Additional services: installation and disposal

Installation includes the unpacking and installing of the ordered product including the taking back of packaging.

Disposal includes the receipt and environmentally sound disposal of the item(s) specified by the customer upon placing his or her order. The item(s) must correspond approximately in type and quantity to the ordered product. The item(s) for disposal must be prepared for transport by the customer and must be ready on the arranged delivery date for the ordered products.

The costs for installation and disposal are listed separately in the shopping cart and on the invoice.

3. Contract conclusion

Products and prices stated in the online shop are deemed to constitute offers. However, these offers are always subject to the inability to deliver or incorrect price quotations, both of which lead to contract cancellation.

A contract for products or services from Sentrax shall be deemed concluded with Sentrax as soon as an order has been placed by the customer in the online shop, at one of our stores, by telephone or e-mail (hereinafter referred to as “contract”).

For products and services offered by a merchant, the contract is concluded between the merchant and the customer as soon as an order has been placed by the customer in the online shop, at one of our stores, by telephone or e-mail. Sentrax only mediates in the sales and acts as intermediary and service provider for merchants, but does not act as contracting party for the customer.

Customers can see in the online shop and on the invoice who the supplier or rather the contracting party for any purchase is (either Sentrax or the merchant).

Customers are informed of their order placement by means of an automatically generated order confirmation by Sentrax, which is sent to the e-mail address provided by the customer. The receipt of the automatically generated order confirmation does not constitute a commitment that the product will be delivered. It solely notifies the customer that the placed order was received by the online shop and a contract was therefore concluded with Sentrax or the merchant under condition of deliverability and correct price quotation.

4. Delivery date

Together with the confirmation, the customer is either provided with a provisional delivery date or is contacted so that an individual delivery date can be arranged.

If delivery by Sentrax or the merchant is delayed, customers are entitled to withdraw from the contract (with the exception of special orders) as of the 30th calendar day from the originally scheduled delivery date. In such an event, Sentrax will refund the customer any amount paid in advance. No further claims towards Sentrax or the merchant apply.

5. Delivery

For products and services by Sentrax, all delivery and collection options described under “Delivery and collection” in the online shop are available to the customer.

Products and services purchased from a merchant can only be shipped to a customer and cannot be collected.

The delivery address be easily accessible by truck. Should this not be the case, the customer shall bear any consequential costs.

If the customer chooses the option “delivery to place of use”, it is the customer’s responsibility to ensure the place of use is accessible. The customer must verify that the product fits through any entrances, for instance staircases, doors etc. If the products cannot be transported to the place of use, the customer must bear any additional charges.

Should the customer refuse to accept the ordered products on the arranged or provided delivery date, Sentrax or the merchant may withdraw from the contract (cancellation) and charge the customer for the delivery costs and any loss of value.

6. Customer obligation to inspect products

Customers are obliged to immediately inspect the delivered or collected products for correctness, completeness and potential transport damage.

If the delivery is carried out by a service partner, the customer must state the defect on the delivery note.

The customer shall inform Sentrax of any defects, or false or incomplete deliveries, immediately after detection thereof and within five calendar days after receipt of the delivery/collection at the latest. This also applies to products and services by merchants. The customer is aware that this information needs to be given via the section “Returns, repairs and support” in his/her personal customer account. The customer must retain the product in the condition it was delivered in and may not use it. The customer must follow the instructions for the returns process as described in “Returns, repairs and support” in the personal customer account.

7. Warranty

See Sentrax RMA & Warranty Policy

8. Liability and exclusion of liability


Liability is based on the applicable legal provisions. However, in no event shall Sentrax or the merchant be liable for (i) slight negligence, (ii) indirect and consequential damage and subsequent damage and loss of profit, (iii) unrealised savings, or (iv) damage resulting from delivery delay, or (v) any acts and omissions on the part of auxiliary persons of Sentrax or the merchant, be this contractual or non-contractual.

Moreover, Sentrax or the merchant will not accept any liability in the following cases:

  • storage, setting or use of products that is improper, unlawful or contrary to contract;
  • use of incompatible spare parts or accessories (e.g. power supply);
  • failure to maintain and/or improper modification or repair of the products by our clients or a third party;
  • force majeure, particularly natural hazards, moisture, shock and impact etc. that are not caused by Sentrax or official orders.

The commissioned service provider is liable for any defects, performance delay and damage caused during the execution of services (e.g. on-site installation).

8.2. Limitation of liability

Sentrax accepts no liability for loss or damage of any kind – whether it be for direct, indirect or consequential damage that may arise from the use of or access to the Sentrax websites or from any links to third-party websites. Sentrax does not warrant that the individual parts of the website run flawlessly. Furthermore, Sentrax accepts no liability for any manipulation of the internet user’s IT system by unauthorised persons.

Further information can be found in detail in the disclaimer.

9. Payment

9.1 Payment methods

Sentrax claims all payments for products and services purchased on the Sentrax online shops directly from the customer. Merchants assign any payment claims resulting from the purchase contract between the merchant and the customer to Sentrax (cession). The customer acknowledges this cession and is obliged to make payments to Sentrax only.

Payment must be made in Swiss Francs, Euros or US Dollars.

Cash payment is not currently possible.

Payment methods available to customers for the online shop are listed under “Payment methods”.

The current fees can also be viewed under “Payment methods” and are given in detail in the ordering process.

When paying by credit card or other instant payment methods, the amount is debited at the time of order.

In case of prepayment, delivery is made only after receipt of the payment. The products in stock at the Sentrax main warehouse are reserved until the expiration of the payment term, which is at least 19 calendar days. This also applies to products that are ordered from an external source, but processed and shipped in our warehouse. Products that are delivered to customers directly by a merchant or an external distributor are only ordered upon receipt of payment.

For fee-based purchases on account (only possible for products from Sentrax), customers are obliged to settle the invoiced amount within 20 calendar days of receiving the delivery without any (discount) deduction. In the event of a partial return of the delivered products, the invoiced amount may be reduced accordingly.

9.2 Delay of payment

Should customers fail to settle their payment obligations in whole or in part, all outstanding amounts owed to Sentrax for any purchases become immediately due (within 8 calendar days from the first reminder for prepayments). Sentrax may request immediate payment and suspend any further product deliveries to the customer.

Sentrax levies an administrative charge of CHF 5.– from the second reminder and CHF 20.– from the third reminder. Should the reminders be unsuccessful, the invoiced amount may be contracted to a collection agency. In such an event, an additional effective annual interest rate of up to 15% may be invoiced for the owed amount as from the due date of payment. The agency contracted with the collection of the owed amounts claims the amount on its own behalf and on its own account and may levy additional service charges.

9.3 Reservation of ownership

All ordered products remain the property of Sentrax or the merchant until payment is received in full. Sentrax or the merchant is entitled to make an entry in the register for reservation of ownership. Without the express consent of Sentrax, no pledging, transferring of security, processing or modification is permitted prior to transfer of ownership.

10. Order change or cancellation

Order placement obliges the customer to accept the products and services. Sentrax or the merchant may, at its own discretion, accept subsequent order changes or cancellations by the customer and invoice an inconvenience charge of 20% of the cancelled order value, but no less than CHF 60.–, as well as any value loss of the ordered products.

In the event of (partial) inability to deliver (condition leading to termination) after order placement or contract conclusion pursuant to point 3, the customer is immediately informed by e-mail. If the customer has already made the payment, the amount is refunded. If no payment has been made, the customer is exempted from the obligation to pay the amount due. Further claims for delivery delay or delivery failure are excluded.

11. Returning non-defective products

Sentrax, or the respective merchant, guarantees the right to return a product under the conditions listed in the Return policy. To see if a product can be returned, as well as the applicable return period, please see the «Returns, repairs and support» tab on the page of the product in question.

Customers must register the return of a product in their personal customer account under the section “Returns and warranty” on and return it according to the instructions given. The products, together with all accessories, must be properly packed and returned in their original packaging. Damaged products cannot be returned or will be fully invoiced to the customer, respectively.

It is the customer’s responsibility and obligation to delete all personal data stored on the product before transferring ownership to Sentrax or the merchant. Sentrax and their service partners retain the right to carry out additional deletions/resets to the product and delete any personal data. A total loss of data must be expected. Sentrax assumes no liability for any third-party access, use, editing or ownership of any remaining data stored on the product. 

Should customers exercise their right of return according to the above-mentioned return conditions, Sentrax shall refund the total purchase price with the exception of any minimum order surcharge paid.

12. Repairs outside of the warranty

All repair costs incurred outside of the warranty pursuant to point 7 shall be borne by the customer. Sentrax or the merchant reserves the right to invoice the customer for the examination of the defect claimed as well as for shipping fees for all devices showing no detectable defects or defects that are not covered by the warranty pursuant to point 7.

13. Further provisions

13.1 Non-allocatable returns

Returns that cannot be allocated or returned to a customer are retained for six months by Sentrax or the merchant before being disposed of.

13.2 Uncollected or undeliverable warranty goods

If a customer fails to collect goods connected to our warranty service (pursuant to point 7) from one of our stores within six months after receiving the collection note, or the goods cannot be returned to the customer, Sentrax is entitled to use and, in particular, to dispose of the respective item.

13.3 Data privacy protection

The privacy statement is an integral part of these GTC. By accepting these GTC, customers also agree to the privacy statement.

13.4 Partial invalidity

Should individual terms of these GTC be invalid or void, the validity of the other provisions of these GTC are not affected by this.

13.5 Place of jurisdiction and applicable law

All legal relations between Sentrax and customers as well as between merchants and customers are subject to substantive Swiss law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

The following exclusive places of jurisdiction apply:

For any claims resulting from purchase contracts in which one party is Sentrax: For claims by consumers, the place of jurisdiction that applies is Luzern, Switzerland or the consumer’s place of residence. In any other case, the exclusive place of jurisdiction is Luzern, Switzerland.

For any claims resulting from purchase contracts in which one party is a merchant: For claims by consumers, the place of jurisdiction that applies is the merchant’s domicile or the consumer’s place of residence. In any other case, the exclusive place of jurisdiction is the merchant’s domicile.

13.6 Copyright notice

All rights to these GTC, particularly copyrights, are reserved by Sentrax.

All reproduction, distribution or other use is prohibited except with written permission from Sentrax. In the event of breach of this requirement, Sentrax reserves the right to take legal action.

14. Data Protection

View Sentrax’s Data Protection Policy

15. Privacy Policy

View Sentrax’s Privacy Policy