Terms of service

 

 

MONTRES NORQAIN SA

Terms of Service — General Terms and Conditions

Valid from 01 January 2026

1. Scope

1.1. These General Terms and Conditions apply to the contractual relationship between Montres NORQAIN SA, Hauptstrasse 7, CH-2560 Nidau, Switzerland (hereinafter referred to as "NORQAIN") and its customers for the sale of products via the NORQAIN website (www.norqain.com). These Terms and Conditions apply to online purchases only. Purchases made at authorised retail locations are governed by separate terms.

1.2. All deliveries and services that NORQAIN carries out for the customer take place exclusively on the basis of the following General Terms and Conditions.

1.3. The current and binding version of the General Terms and Conditions as well as any additional agreements and supplements are published on the website of NORQAIN (www.norqain.com).

1.4. NORQAIN would like to inform the customer that if these General Terms and Conditions are rejected, no products may be ordered via this website.

 

2. Conflict Between Terms and Conditions

2.1. If these General Terms and Conditions conflict with the General Terms and Conditions of the customer, the General Terms and Conditions of NORQAIN take precedence in all cases.

2.2. NORQAIN is not obliged to notify the customer at the time of conclusion of contract of any such conflict or precedence.

 

3. Individual Agreements

3.1. Individual agreements between the parties take precedence over these General Terms and Conditions. They must be in writing to be valid.

3.2. The General Terms and Conditions of the customer are not deemed to constitute individual agreements.

 

4. Language Versions

If the different language versions of these General Terms and Conditions contain contradictions, the German version shall be authoritative.

 

5. Price Information

Prices displayed on this website are quoted in Swiss Francs (CHF) including Swiss VAT, unless otherwise indicated. Prices shown in other currencies are indicative only and may vary due to exchange rate fluctuations; the CHF price at the time of order confirmation is the binding price. Shipping costs, customs duties, import taxes, and packaging costs are payable in addition to the product price, unless expressly stated otherwise. NORQAIN bears no responsibility for customs or import duties levied by the destination country; these are the sole responsibility of the customer.

 

6. Conclusion of Contract

6.1. The display of goods on the NORQAIN website does not constitute a binding offer to sell.

6.2. Orders placed by the customer via this website — including through express checkout methods such as Apple Pay, Google Pay, or Shop Pay — constitute an offer to purchase. Upon completing the order, the customer receives an automatic email confirming receipt. This confirmation does not constitute acceptance by NORQAIN. A binding contract is formed only when NORQAIN sends a separate order confirmation email and dispatches the product in accordance with these General Terms and Conditions.

6.3. NORQAIN is free to accept or reject any offer.

6.4. NORQAIN reserves the right to withdraw from the contract if the desired goods are not in stock. Any payments made will be refunded in full within 30 calendar days using the same payment method.

6.5. For fraud prevention and order verification purposes, NORQAIN may, prior to accepting an order, request that the customer:

–     confirm certain order details by telephone; or

–     provide proof of identity (e.g. a copy of an identity document).

6.6. If the customer does not comply with such a request within the specified time limit, NORQAIN reserves the right to cancel the order.

 

7. Right of Withdrawal and Returns

7.1. Customers who are private individuals purchasing products for personal, non-commercial use via the NORQAIN website have the right to return products within 30 days of delivery. This commercial return window exceeds the statutory 14-day minimum required by EU and Swiss consumer law and covers it in full. No reason is required.

7.2. The right of return does not apply to:

–     goods that have been personalised or customised to the customer's individual specifications (including engraving of a NORQAIN plate);

–     goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons;

–     goods that, by their nature, are inseparably mixed with other goods after delivery.

7.3. Returned goods will only be accepted if they are unused, in their original condition, and in their original packaging (including all protective wrapping), accompanied by the warranty certificate and proof of purchase.

7.4. To initiate a return, the customer must first contact NORQAIN at sales@norqain.com and receive written approval before sending any goods back. Returns initiated without prior authorisation will not be accepted.

7.5. The 30-day return period begins on the day after delivery of the product. If items in an order are delivered separately, the period starts on the day after delivery of the last item.

7.6. Return shipping costs depend on the product category: for watches, NORQAIN will provide a prepaid return label at no cost to the customer. For straps, accessories, and merchandise, return shipping costs are borne by the customer.

7.7. NORQAIN will issue a refund within 30 calendar days of receiving the returned goods and verifying their condition, using the same payment method as the original transaction.

7.8. For customers resident in Germany, the statutory Widerrufsrecht (14-day legal withdrawal right) remains available via the dedicated page at norqain.com/pages/widerrufsrecht. As NORQAIN's commercial return window of 30 days exceeds this minimum, both rights are covered under this single process.

 

8. Warranty and Customer Complaints

8.1. In accordance with NORQAIN's international guarantee, any product purchased through the NORQAIN website that proves defective within two (2) years from the date of purchase will be repaired or, at NORQAIN's sole discretion, replaced, regardless of the country of purchase. Any other warranty claims beyond repair or replacement are excluded.

8.2. Warranty claims must be accompanied by proof of purchase. The following are accepted:

–     an international guarantee certificate with stamp and date;

–     the original sales receipt or delivery note;

–     an order confirmation email from NORQAIN;

–     proof of purchase in the customer's NORQAIN online account;

–     a bank or credit card statement (in conjunction with the above).

8.3. Warranty returns must be sent by registered post to NORQAIN's headquarters in Switzerland.

8.4. Return shipping costs for warranty claims are borne by the customer.

8.5. The warranty does not cover defects resulting from improper, abusive, or abnormal use, nor from normal wear and tear, unauthorised modifications, or servicing carried out by non-authorised parties.

 

9. Liability of NORQAIN

9.1. NORQAIN's liability, whether contractual or otherwise, in connection with these Terms and Conditions is excluded except in cases of wilful misconduct or gross negligence by NORQAIN. Liability for acts or omissions of auxiliary persons is also excluded. NORQAIN's obligations are limited to those expressly set out in these Terms and Conditions.

9.2. Where NORQAIN exercises any right or discretion (including the right to reject or cancel an order, terminate a contractual relationship, or suspend deliveries), NORQAIN bears no liability in connection with the exercise of such right or discretion.

9.3. NORQAIN shall under no circumstances be liable for indirect or consequential losses, loss of profit, or loss of data.

 

10. Transfer of Benefit and Risk

Risk and benefit transfer to the customer upon delivery of the product to the customer or to the carrier (in the case of handover to a carrier, this takes precedence). Risk includes, among other things, responsibility for damage to the product through use, handling, or storage.

 

11. Contractual Obligations of the Customer

11.1. By placing an order on the NORQAIN website, the customer confirms that they are legally competent to enter binding contracts and are at least 18 years of age.

11.2. The customer is not permitted to trade goods purchased from NORQAIN.

 

12. Payment Obligations of the Customer

12.1. Payment becomes due at the latest upon dispatch of the order confirmation. Payment must be made in advance.

12.2. If a transaction fails or is reversed by the customer's payment provider, the customer shall compensate NORQAIN for any resulting costs or damages.

12.3. Until full payment of the purchase price and all associated costs (including shipping, transport, and VAT), goods remain the property of NORQAIN. The customer may not pledge, sell, process, remodel, or otherwise dispose of unpaid goods. In the event of delayed payment, NORQAIN may register retention of title at the Debt Enforcement Office at the customer's expense.

12.4. In case of payment delay, interest on arrears of 5% per year will accrue on the outstanding amount from the due date until actual receipt of payment by NORQAIN, without prior reminder being required.

 

13. Offsetting

13.1. NORQAIN may offset its claims against counterclaims of the customer.

13.2. The customer may not offset their own claims against claims of NORQAIN.

 

14. Delivery

14.1. NORQAIN reserves the right not to deliver to certain countries.

14.2. The customer is responsible for providing a correct and complete delivery address. NORQAIN is not liable for non-delivery or delays resulting from inaccurate address information. In the event of confirmed loss of a shipment by the carrier, NORQAIN will investigate and, where applicable, arrange a replacement or refund. Loss due to incorrect address information provided by the customer will not be compensated.

14.3. As a general rule, orders will be dispatched within 7 working days of NORQAIN's order confirmation, unless otherwise specified.

14.4. Personalised products (including engraved NORQAIN plates) require an additional lead time of approximately 10 working days.

14.5. If NORQAIN cannot meet the estimated delivery date, NORQAIN will promptly notify the customer and propose a revised date. If the customer rejects the revised date and NORQAIN cannot deliver within 30 days of the original order date, the customer may cancel the order free of charge and receive a full refund. This provision does not apply to personalised products.

 

15. Intellectual Property

NORQAIN reserves all intellectual property rights to the fullest extent, including all patent, design, copyright, trade name, and corporate rights. The content of this website may not be reproduced, distributed, or used for commercial purposes without NORQAIN's express prior written consent.

 

16. Data Protection

The collection, processing, and use of personal data in connection with the conclusion and execution of a purchase contract are governed by NORQAIN's Privacy Policy, available at www.norqain.com. NORQAIN processes personal data in accordance with the Swiss Federal Act on Data Protection (nDSG, in force since 1 September 2023) and, where applicable, the EU General Data Protection Regulation (GDPR).

 

17. Partial Invalidity

If one or more provisions of these General Terms and Conditions are or become void or invalid, the remaining provisions shall not be affected and shall retain their full validity. Invalid provisions shall be replaced by economically equivalent, lawful provisions that come as close as possible to the original intent.

 

18. Brand Ambassador Disclaimer

NORQAIN brand ambassadors act in a personal capacity and do not hold any operational, managerial, or decision-making authority within Montres NORQAIN SA, regardless of whether they hold a financial interest in the company. Their public endorsements reflect personal opinions and experiences and do not constitute guarantees, representations, or warranties regarding NORQAIN products. NORQAIN is solely responsible for its products, marketing, regulatory compliance, and business operations. All product-related enquiries, including warranty claims, defects, and returns, must be directed to NORQAIN's customer support.

 

19. Alternative Dispute Resolution

In the event of a dispute, NORQAIN encourages customers to first contact NORQAIN's customer support team directly at info@norqain.com. If the matter cannot be resolved amicably, customers in the European Union may make use of the EU Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. NORQAIN's participation in alternative dispute resolution procedures before a consumer arbitration body is voluntary and not guaranteed, unless required by applicable law.

 

20. Applicable Law and Jurisdiction

20.1. All contracts between the parties are governed exclusively by Swiss law, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG) and any conflict of law provisions.

20.2. For all disputes arising directly or indirectly from the contractual relationship between the parties, the courts at NORQAIN's registered domicile (Nidau, Switzerland) shall have exclusive jurisdiction. Mandatory courts of jurisdiction are reserved. NORQAIN is entitled to also bring proceedings against the customer at their place of residence or domicile.

20.3. Customers who are consumers resident in the European Union retain the protection of any mandatory consumer protection provisions applicable in their country of residence that cannot be derogated from by agreement.

 

21. Agreement with the General Terms and Conditions

By concluding a purchase contract, the customer declares that they have read, understood, and agreed to these General Terms and Conditions in their entirety.