The products offered for sale are those described on the website. The Company strives to describe its products as accurately as possible. However, minor discrepancies may appear on the website, which the customer acknowledges and accepts. In any event, if the delivered product does not conform to its description on the website, the customer may either exercise their right of withdrawal or exchange.

The bikes come with a 2-year frame warranty.

Orders are placed on the website batoobike.ch and in Batoo showrooms. After placing an order, the customer will be asked to review the details and price before confirming it. Any order confirmed by the customer constitutes a sales contract and acceptance of all the provisions of these general terms and conditions of sale. The customer will then receive an order confirmation email from the Company. The customer expressly agrees to the use of email for order confirmation by the Company. The Company will refuse any order from a customer with whom there is a dispute or issue concerning payment for a previous order, or whose order violates these general terms and conditions of sale. In this case, the Company will inform the customer by email and reserves the right not to process the order.

The prices displayed on the website are in Swiss francs (CHF), inclusive of all taxes, including VAT applicable on the date of the order. Any change in the VAT rate may be reflected in the price of the products. The Company reserves the right to modify its prices at any time, it being understood, however, that the price displayed on the website on the day of the order will be the only price applicable to the buyer.

The Company offers several payment methods:

• Payment by credit card or cash (Visa or Mastercard): your card will be debited upon confirmation of your order. Payment in installments (up to 48 months) is also available through one of our financial partners. The financial partner's terms and conditions apply during the registration process.
• Payment by bank transfer: Bank details will be sent to you by email. You have 3 days from the completion of your order to make the payment. After this period, your order will be cancelled.
• Your bicycle will not be assembled until the full amount of the invoice has been received.

The bicycles are assembled and must be collected by the customer from the Lausanne showroom or a partner location within a maximum of 5 days after the bicycle has been prepared. Home delivery is possible for an additional fee; the delivery option must be selected when placing the order.

In the event of damaged packages (already opened or missing products), the customer agrees to notify the carrier and the Company of any reservations within 3 days of receiving the product.

The customer has 14 days after placing the order to return their products, except for bicycles. Products must be returned in their original packaging; otherwise, the return will not be accepted.

For bicycles, the customer has 7 days to return their order; the bicycle must be in perfect condition and must not have been ridden more than 10 km.

The customer will contact the support service before proceeding with a return.

Refunds are processed within 30 days of inspection of the merchandise. Shipping costs and any necessary repairs are the responsibility of the customer.

Article 7.a - Conditions of validity

• The warranty is valid for a period of two years from the date of purchase of the bicycle.

• The bicycle must have been regularly maintained according to the recommendations, or at least once a year by a partner approved by Batoo.

Article 7.b – Warranty Coverage

a. Manufacturing defects: The warranty covers manufacturing defects of the cargo bike, provided by the manufacturer.

b. Battery: The warranty covers the battery of the electric cargo bike against manufacturing defects that abnormally affect its performance and durability for 2 years.

c. Frame: The warranty covers the frame of the electric cargo bike against manufacturing defects that compromise its structural strength for 2 years.

The warranty does not cover:

a. Normal wear and tear: The warranty does not cover normal wear and tear resulting from regular use of the electric cargo bike, in particular for wear parts (woodwork, fabrics, rain covers, handles, rubber, derailleur cables and housing, brake cables and housing, transmission components, rims, brakes, bulbs, tires and inner tubes, saddles, as well as the normal decrease in battery performance related to use).

b. Accidental or intentional damage: The Batoo warranty does not cover damage caused by accidents, misuse, negligence, unauthorized modification, commercial use, acts of vandalism or any other intentional damage.

c. Improper use: The warranty does not cover damage caused by use of the electric cargo bike that does not comply with the instructions in the manual, particularly with regard to load limits, conditions of use and recommended maintenance.

d. Unauthorized modifications: The warranty may be voided if repairs or modifications are carried out on the electric cargo bike by a person other than Batoo or an authorized service center.

Article 7.c - Complaints Procedure

a. In the event of a defect covered by the warranty, the owner of the electric cargo bike must contact an authorized partner or our after-sales service at +41 21 588 02 15, by email at contact@batoobike.ch as soon as the problem appears to report it and initiate the after-sales service process.

b. The owner of the electric cargo bike may be required to provide proof of purchase, such as an invoice, as well as photographs or detailed descriptions of the defect found.

c. Batoo reserves the right to inspect the electric cargo bike to assess the validity of the claim and determine the appropriate corrective actions. If the bike damage is not covered by the warranty, the customer will be notified of the reason and the repair costs before any repairs are undertaken.

Article 7.d – Implementation of the guarantee by Batoo

Batoo implements the warranty by replacing the defective part.

If, after a reasonable number of attempts to repair the bicycle (as determined by Batoo), these are unsuccessful, Batoo will replace the entire bicycle.

Warranty repairs must be carried out at the workshop of an authorized partner. Batoo does not cover the costs associated with on-site service; if the customer requests an on-site repair, the travel expenses are the customer's responsibility.

All contact with the company must be made through the following means:

• Email: contact@batoobike.ch
• Telephone: +41215880215 (calls); +41766013848 (SMS)
• Mail: Av. d'Ouchy 27, 1006 Lausanne