a. Ownership and e-commerce
1. These General Terms and Conditions of Sale govern the online purchase of CRLAB products via the E-commerce section of thecrlab.chwebsite, which is owned by Well Hair SA – Via Zurigo 38 – 6900 Lugano.
2. These purchases are reserved for end-user customers, as well as for entities such as merchants, wholesalers, retailers, professionals, etc., who intend to resell the products to third parties.
3. The contact information for Well Hair SA’s registered office and place of business is as follows: Via Zurigo, 38 – 6900 Lugano; Tel. 091.9220606; email:[email protected]
4. The contact information for complaints is as follows: Phone: 091.9220606; Email:[email protected];
. The customer will be contacted, if possible, for clarification within 3 business days of submitting the complaint.
b. Operation
Purchasing products from thecrlab.chwebsite implies that the Customer has read and accepted the general terms and conditions of sale described below. These general terms and conditions are valid until the date they are updated or modified by Well Hair SA. These general terms and conditions may be updated or modified without prior notice.
1. The Customer agrees and undertakes, whenever any change is made to these general terms and conditions, to review them and to print and retain a copy.
- 2. Purchase Process for the Customer. The Customer agrees to print and retain the various stages of the purchase process, thereby confirming the process. The purchase process consists of the following steps:
- a) Registration on the
website. Customers who wish to purchase products offered on thecrlab.chwebsite may, for security reasons, register on the site. They must be of legal age and are required to accurately provide their personal information, as well as their email address, in accordance with the procedures specified on the website. The customer guarantees the accuracy and truthfulness of all data entered and all information provided to Well Hair SA, and agrees to hold the latter harmless from any third-party claims related in any way to such obligations. - b) Selecting the Product to Purchase
Once the registration process on thecrlab.ch website has been successfully completed, the Customer may proceed to order the products of interest by filling out the appropriate online order form and providing the shipping and billing information. At any time prior to submitting the order (see letter d below), the Customer may correct any errors made while filling out the order form using the tools provided on the webpage or within the relevant software. - c) Purchase Procedures
Customers may only order products listed in the catalog available on thecrlab.comwebsite and that are in stock at the time the order is placed. Each product is accompanied by a specific product information sheet containing all relevant details (in particular, product description, price, taxes, and shipping costs, as well as any discounts and promotions). Please note that the image accompanying each product’s description may not perfectly represent its characteristics. - d) Order Completed
Before submitting the order online, the Customer must carefully read the information contained in the order summary to correct any errors or omissions, as well as read and accept the General Terms and Conditions of Sale and the privacy policy regarding the processing of their personal data, and accept all the terms and conditions. By clicking the “Complete Order” button, the Customer will submit the order online; once “Complete Order” is clicked, the order will be considered final and can no longer be modified. After clicking “Complete Order,” the Customer will see a page displaying the message “Order Submitted.” This message does NOT constitute acceptance of the order by Well Hair SA. - f) Printing or Saving Documents
Upon completion of the online purchase process, the Customer agrees to print and retain, or save electronically, a copy of the General Terms and Conditions, a copy of the order summary, and, subsequently, any email from Well Hair SA with the subject line “order confirmation.” - 3. The Customer is strictly prohibited from entering false, and/or fabricated, and/or fictitious information during the registration process; personal information and the email address must consist exclusively of the Customer’s own actual personal information and not that of third parties or fictitious information.
- 4. The Customer releases Well Hair SA from any liability arising from the issuance of incorrect tax documents due to errors in the data provided by the Customer, as the Customer is solely responsible for entering such data correctly.
c. Conclusion of the Contract
1. By submitting the order online and clicking the “Complete Order” button, the Customer submits to Well Hair SA an offer to purchase the product(s) selected from the online catalog on thecrlab.chwebsite. When the Customer places and submits an online order for the products selected from the online catalog on thecrlab.ch website, the Customer agrees to purchase them at the price and under the terms set forth in the General Terms and Conditions of Sale in effect at the time the order is placed. The General Terms and Conditions of Sale must be reviewed and accepted online by the customer before submitting the online order. Submission of the order therefore implies full knowledge of these terms and their complete acceptance.
2. The contract is concluded if and when Well Hair SA notifies the Customer via email of the order’s acceptance. In particular, Well Hair SA will not accept orders: – from customers who have defaulted on their obligations to Well Hair SA, if the delivery address for the goods is not in Switzerland, Luxembourg, or Liechtenstein, and/or – if the product is not in stock at the time of the order
3. Well Hair SA’s acceptance of the order, which will constitute the conclusion of the contract, will be communicated via an email with the subject line “Order Confirmation” and a final summary of the information regarding the order number, the product(s) purchased, the price, shipping costs, payment methods, and billing and shipping information.
4. The Customer agrees to verify the accuracy of the aforementioned information and to promptly notify Well Hair SA of any corrections, in any case within 24 hours of receiving the confirmation emails. Any additional costs resulting from errors in the information that are not reported promptly shall be borne by the Customer.
5. The Customer will also be notified by email if the order is not accepted; the email will not specify the reasons for the rejection. If the Customer has already paid for the product and shipping costs, the corresponding amount will be refunded within 2 business days of the email notifying the Customer that the order has not been accepted.
d. Sales Prices and Payment
1. All sales prices for the products displayed and listed on thecrlab.chwebsite are expressed in CHF and include VAT and all other taxes.
2. The sale price of the product is the price listed on thecrlab.chwebsite at the time the Customer submits the purchase order via an online connection.
3. Payment may be made by credit card, bank transfer, or via PayPal at
. When placing an order, the Customer must specify the preferred payment method.
- i. If the Customer decides to purchase the products and pay by credit card, the total amount due for each sale will be charged only after Well Hair SA has accepted the order and upon shipment of the ordered goods or on the business day prior to shipment.
- ii. Well Hair SA reserves the right to request, at any time, that the Customer provide additional information and/or documents proving ownership of the credit card used to complete the payment. If the Customer fails to comply with these requests, Well Hair SA reserves the right to refuse the order or to terminate the contract, promptly notifying the Customer at the email address provided in the order.
- iii. In the case of payment by credit card, financial information (such as the credit/debit card number or its expiration date) will be transmitted via an encrypted protocol to the selected payment gateway (e.g., Stripe, PayPal, Klarna) without third parties having access to it in any way. Furthermore, this information will never be used by Well Hair SA except to complete the purchase process and to issue refunds in the event of product returns, following the Customer’s exercise of the right of withdrawal.
4. For all sales, Well Hair SA will issue an invoice or receipt upon fulfillment of the accepted order.
e. Shipping costs
1. The total cost of shipping to the customer's address is the customer's responsibility for all orders, plus CHF 8.50.
f. Product delivery procedures
: Integrity of packages and verification that the quantity and quality of the products match the order.
1. Well Hair SA will deliver the products selected and ordered by the Customer to the address provided by the Customer via courier.
2. The purchased goods will be delivered to the Customer in the manner and within the timeframes described in the following sections.
3. Once Well Hair SA has verified stock availability, it will ship the accepted order within the next 5 business days to the address provided by the Customer. For some products, it may take a few additional days to locate them; in such cases, the Customer will be promptly notified of this situation.
4. The Customer may only order products currently listed in the online catalog available atcrlab.ch.
5. DELIVERY WITHIN SWITZERLAND, LUXEMBOURG, AND LIECHTENSTEIN
Under normal circumstances, goods are shipped within 48–72 hours (excluding Saturdays, Sundays, holidays, and days preceding holidays).
7. The Customer will receive an email upon shipment asking them to be available at the delivery address within the next 24–48 hours.
8. The Customer is required to verify, upon receipt of the product, that the product delivered to them conforms to the order placed; only after such verification, and subject, of course, to the right of withdrawal provided for in Article i)
9. Upon delivery of the goods, the Customer must verify that the packages are intact and that the items delivered match those listed on the invoice or receipt. In the event of any discrepancies, these must be reported within seven days by email to[email protected]or by calling 091 922 0606.
10. Home delivery will take place during business hours: from 8:00 a.m. to 6:00 p.m., every day except holidays, Monday through Friday. The Customer is required to be available during the aforementioned hours to avoid any additional charges for failed deliveries; such charges will be borne by the Customer if they are not available during the aforementioned hours.
11. Well Hair SA is not liable for any damage caused to the purchased products by the shipping carrier.
g. Liability
1. Well Hair SA assumes no liability for delays or other disruptions attributable to force majeure, such as accidents, explosions, fires, strikes and/or lockouts, earthquakes, floods, and other similar events that prevent, in whole or in part, the performance of the contract within the agreed-upon timeframe.
2. Well Hair SA shall not be liable to any party or third party for damages, losses, or costs incurred as a result of the failure to perform the contract due to the causes mentioned above; the consumer is entitled only to a refund of the price paid.
3. Well Hair SA is not liable for any fraudulent or unlawful use that may be made by third parties of credit cards or other means of payment when paying for purchased products.
h. Notice Regarding the Right of Withdrawal
1. If, for any reason, the Customer is not satisfied with the purchase, he or she has the right to cancel the contract, without penalty and without providing a reason, within 7 business days from the date of receipt of the purchased product.
2. To exercise the right of withdrawal, the Customer must:
- a. Within the 7-day period indicated above, send a registered letter with return receipt to the following address: Well Hair SA – Via Zurigo 38 – 6900 Lugano, and send a copy of the aforementioned registered letter to the following email address:[email protected]
- b. Return the products you intend to return to Well Hair SA – Via Zurigo 38 – 6900 Lugano in substantially undamaged condition.
3. The product must be returned to Well Hair SA within ten (10) business days from the date of receipt of the product.
4. The costs of returning the products are the responsibility of the Customer, who shall arrange for their delivery—either directly or by other means—to the Well Hair SA location mentioned above.
5. The Customer agrees to store and safeguard the products received—for which the Customer intends to exercise the right of withdrawal—with care and diligence, so as to preserve their substantial integrity.
6. Well Hair SA will accept the returned products, subject to verification that they have been returned by the Customer in substantially undamaged condition. Only in that case will it refund the amount paid by the Customer for the purchase of the products as soon as possible, and in any event within 30 days of the date of receipt of the notice of withdrawal.
7. Well Hair SA will not accept returns of products that are not substantially intact, and such products will be returned to the Customer at the Customer’s expense.
i. Cost of using remote communication technology
1. For all online services on thecrlab.chwebsite, the connection fees charged by the Customer’s Internet service provider apply; the Customer must therefore contact their Internet service provider to obtain the necessary information regarding connection fees.
l. The method by which the concluded contract is archived and the procedures for accessing it
1. To view orders placed—which will be stored electronically by Well Hair SA—and, if necessary, reprint a copy, the Customer may visit the websitecrlab.chand, after logging in, access the “My Orders” section of their personal page to reprint the order. The Customer may also update their personal information, after logging in, by accessing the “My Information” section of their personal page. Changes to personal information will not apply to orders that have already been completed and submitted online, but only to future orders.
m. Languages in Which the Contract Is Concluded
1. The General Terms and Conditions are available in Italian
No. Express Resolution
1. Well Hair SA may terminate this contract if the Customer engages in even one of the acts described below, without prejudice to the right to claim damages in any case:
- i) the Customer entering false, and/or fabricated, and/or fictitious, and/or third-party data during the registration process
- (ii) the Customer making duplicate entries;
- (iii) failure by the Customer to pay the agreed amount.
p. Jurisdiction and Competent Court
1. This contract is governed by Swiss law. Any dispute regarding the application, performance, interpretation, or breach of purchase contracts entered into online through thecrlab.chwebsite shall be subject to Swiss jurisdiction.