Terms and Conditions of Sale

Hello Candle customer service

Email: contact@hellocandle.ch

Telephone: +41 24 438 08 98

Contact hours:

Tuesday to Saturday, 10:00 to 18:00.

Hello Candle sells products including:

• scented candles

• room fragrances

• reed diffusers

• refills for room fragrances and diffusers

• scented ceramics

• liquid hand and body soaps

Products may be available in different variants, including sizes, fragrances and capacities, particularly scented candles (e.g. 180 ml and 500 ml).

Descriptions, photographs and visuals are for illustrative purposes. Slight variations may occur, particularly with handcrafted products, without constituting a defect or grounds for a complaint.

Product offers are valid while stocks last.

If a product becomes unavailable after an order is placed, the customer will be informed as soon as possible. Hello Candle reserves the right to cancel the affected order and refund any amounts already received.

Prices displayed on the website are in Swiss francs (CHF), inclusive of all taxes.

The applicable VAT rate is the Swiss standard rate in force, currently 8.1%.

Hello Candle reserves the right to change its prices at any time. Products are charged at the price in force when the order is confirmed.

Delivery is available exclusively within Switzerland.

Standard delivery charges:

• Free delivery on purchases of CHF 100 or more

Promotions, discounts and sale prices are not taken into account when calculating this threshold. The reference price is the original price before any discount.

• For purchases below CHF 100, delivery costs CHF 8.

Customers may choose delivery with or without a signature, depending on the options offered at checkout.

Orders are dispatched by carrier.

Indicative delivery times:

Between 24 and 72 hours after payment confirmation.

These timeframes are indicative and do not constitute a binding commitment. Hello Candle cannot be held liable for delays attributable to the carrier, busy periods (particularly at the end of the year), or events beyond its control.

A tracking number is provided where supported by the carrier.

Risk relating to the products passes to the customer when the order is handed over to the carrier.

For delivery without a signature, Hello Candle accepts no liability for loss or theft after the parcel has been left.

Accepted payment methods are:

• TWINT

• credit and debit cards (Visa, Mastercard)

• advance payment by bank transfer

Payment is due immediately when the order is placed.

No order is dispatched until full payment has been received.

In accordance with Swiss law, the customer has a right of withdrawal within 10 days of receiving the products, subject to the following conditions:

• products must be new, unused and intact

• products must not have been opened, used or altered

• products must be returned in their original packaging

Return shipping costs are the customer’s responsibility.

For a return that meets these conditions:

• the customer may request an exchange or refund

• refunds cover only the price of the products

• original delivery charges are not refunded

Products returned incomplete, damaged or used cannot be accepted.

Special conditions – Returns and discretionary commercial take-backs:

a. General principle and reserved rights

Subject to applicable mandatory statutory rights and any return rights expressly granted to the customer, orders are firm and final. A change of mind, unsold stock or the end of a business relationship does not, in itself, entitle the customer to a return, exchange or refund.

This clause applies exclusively to voluntary commercial take-backs. It does not restrict the customer's rights in the event of defects or non-conformity under the law and the applicable provisions of these General Terms and Conditions of Sale.

b. Prior take-back agreement

Hello Candle Sàrl may, exceptionally, agree to take back all or part of an order.

Any commercial take-back requires a prior written agreement, dated and signed by both parties. This agreement shall specify, in particular:

• The orders, product references and quantities concerned.

• The required condition of the products and their packaging.

• The deadline and arrangements for the return.

• How transport costs are to be allocated.

• The amount or method of calculating the take-back price.

• Any agreed deductions, in particular for inspection, repackaging, restocking or supplier charges.

• The arrangements and deadline for settlement, by credit note or refund.

• Any prerequisites and reciprocal obligations.

Preliminary exchanges, proposals and oral statements do not, in themselves, constitute authorisation to return goods. The parties expressly stipulate that the agreement is not concluded until it is signed, subject to any commitment validly made under the applicable law.

c. Receipt and inspection of returned products

The take-back is subject to receipt and inspection of the products in accordance with the agreed conditions.

Any discrepancies identified shall be communicated to the customer. Products that do not comply with the agreement may be excluded from the take-back. Any adjustment to the take-back price must be based on the criteria set out in the agreement or on a new written agreement.

Subject to the customer's statutory rights and commitments validly made by Hello Candle Sàrl, the physical receipt, storage or inspection of returned goods does not, in itself, constitute acceptance of their take-back or acknowledgement of an entitlement to a credit note or refund.

In the absence of a take-back agreement signed by both parties, Hello Candle Sàrl reserves the right to refuse a commercial take-back, including where the goods have already been received and the stated inspection period has expired. The mere expiry of that period does not constitute acceptance of the take-back, subject to commitments validly made and the effects that applicable law attaches to the circumstances.

If the take-back is refused, Hello Candle Sàrl shall inform the customer in writing and request that the goods be collected at the customer's expense, either personally or by a carrier appointed by the customer, within a reasonable period specified in that notification, normally 90 days.

During this period, the goods shall be stored with care and remain available for collection by the customer. A dispute does not, in itself, constitute acceptance of their take-back.

d. Unpaid invoices and contractual obligations

Before a commercial take-back agreement is signed, Hello Candle Sàrl may refuse the take-back or make it conditional on prior settlement of the customer's overdue and unpaid invoices and performance of specifically identified contractual obligations.

If a commercial dispute remains unresolved before the agreement is signed, Hello Candle Sàrl may postpone or refuse to conclude it. Once it has been signed, the take-back may be suspended or cancelled only on grounds provided for in the agreement or permitted by applicable law, in particular where an expressly agreed condition has not been met.

Where a refund is due to the customer, Hello Candle Sàrl reserves the right to set it off against its own claims against that same customer, within the limits and under the conditions provided by law. Any set-off shall be communicated to the customer with a breakdown of the amounts concerned.

e. Customised orders

Products manufactured, adapted or customised at the customer's request are excluded from voluntary commercial take-backs, unless a written and signed agreement expressly provides otherwise.

The interruption of a project or the end of a business relationship does not extinguish payment obligations arising from the order or the applicable contract, subject to the parties' statutory and contractual rights.

f. Scope and continued effect of the agreement

An exceptional commercial take-back does not create any entitlement to a subsequent take-back.

Once signed, the take-back agreement is binding on both parties in accordance with its terms. Its performance may be suspended, or its termination invoked, only on a legal basis or pursuant to a condition expressly provided for in that agreement.

The mere existence of a dispute between the parties does not extinguish an already acquired entitlement to a refund.

If a product is faulty or an error is attributable to Hello Candle, Hello Candle covers return shipping costs.

The customer must contact customer service before returning any product to obtain the necessary instructions.

Promotions, sales and special offers are valid while stocks last and for the stated period.

Promotions cannot be combined with one another or with other benefits unless stated otherwise.

Hello Candle reserves the right to change or end a promotion without notice.

The entire website www.hellocandle.com, including its text, images, photographs, visuals, logos, graphics, product descriptions and content, is the exclusive property of Hello Candle SARL or its partners.

Any reproduction, presentation, distribution or use, in whole or in part, without prior written permission is strictly prohibited.

Hello Candle cannot be held liable for:

• improper use of products

• use contrary to the recommendations

• indirect or non-material damage

• delays or failure to deliver caused by the carrier or circumstances beyond its control

In all cases, Hello Candle’s liability is limited to the amount of the relevant order.

Products remain the exclusive property of Hello Candle SARL until the price, including charges and taxes, has been paid in full.

Hello Candle processes personal data in accordance with applicable Swiss legislation.

A separate privacy policy is available or will shortly be published on the website.

The website may use standard audience measurement and marketing tools, such as Google Analytics and advertising pixels, in line with normal e-commerce practices.

Hello Candle cannot be held liable for force majeure or events beyond its control that prevent it from fulfilling its obligations.

These Terms are governed by Swiss law.

Any dispute concerning their interpretation or performance is subject to the exclusive jurisdiction of the courts of the canton of Vaud, subject to appeal to the Federal Supreme Court.