Terms of service

Scope of Application

These General Terms and Conditions of Sale ("GTC") apply to all contracts concluded between VIZIO GmbH ("VIZIO", "we", "us", "our"), with registered office at Marktplatz 14, 78647 Trossingen, Germany, and consumers within the meaning of applicable European consumer protection laws.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or professional activity ("Customer").

These GTC apply to all orders placed via our website ("Website").

We reserve the right to modify or update these GTC at any time. The version published on the Website at the time of the order shall apply.

ORDERING PROCESS AND CONCLUSION OF CONTRACT

By clicking the “Add to Cart” button, you can place products in your virtual shopping cart without obligation. The contents of the shopping cart can be viewed and modified at any time before completing the order.

By clicking “Checkout”, you begin the ordering process. During this process you may:

• log into an existing customer account or create a new account
• select the desired shipping and payment method
• review and correct your order details.

By clicking “Pay Now”, you submit a binding offer to conclude a purchase contract and accept these GTC.

After submitting the order, you will receive an automated order confirmation by email. This confirmation does not yet constitute acceptance of the offer, but merely confirms receipt of the order.

The contract is only concluded when:

• we send an explicit order confirmation, or
• the goods are dispatched.

By placing an order, you agree to receive invoices in electronic format.

We reserve the right to cancel an order if payment has not been received within four (4) days after the order is placed.

Prices

All prices displayed on the Website include applicable taxes (VAT) unless otherwise stated.

In case of discounts or promotions, the previous reference price will be indicated in accordance with applicable legal requirements.

If a pricing error is discovered after the order has been placed, we will inform you immediately and offer the possibility to:

• confirm the order at the correct price, or
• cancel the order.
  

Payment Terms

We accept the following payment methods:

• Bank transfer
• Instant bank transfer
• Debit or credit card
• PayPal
• Amazon Pay

Shipment of goods will only take place after full payment has been received.

Delivery

Delivery times are indicated on the respective product pages.

If delivery fails after three (3) delivery attempts, we reserve the right to withdraw from the contract. Payments already made will be refunded minus the costs incurred.

If a product is permanently unavailable, no contract will be concluded.

If permanent unavailability is discovered after conclusion of the contract, we reserve the right to withdraw from the contract and refund any payments already made.

In the event of delivery delays exceeding two (2) weeks, the Customer has the right to withdraw from the contract. In such case we are also entitled to withdraw and refund the payments received.

If goods are delivered with obvious transport damage, the Customer is requested to report this immediately to the carrier and inform us without delay.

Failure to do so does not affect statutory warranty rights but may facilitate claims against the carrier.

Further information can be found in our Shipping Policy.

LEGAL WARRANTY

If the delivered goods are defective, damaged, or not in conformity with the contract, the Customer is entitled to statutory warranty rights in accordance with applicable EU consumer protection laws.

Depending on the circumstances, the Customer may request:

• repair
  
• replacement
• price reduction
• termination of the contract.

To open a support request, please contact us by email describing the defect and providing your contact details.

Our technical team will assess the issue and, if necessary, arrange collection of the product.

Depending on the individual case, we may provide:

• repair
• replacement
• or refund.

INSTALLATION, WATER QUALITY AND OPERATING CONDITIONS

Our products are high-quality technical components designed for drinking water and purified water systems and must be installed and operated in accordance with generally accepted technical standards.

Installation must be carried out strictly according to the installation and operating instructions.

Warranty claims do not apply to damage or malfunctions resulting in particular from:

• improper installation or assembly
• installation contrary to the installation instructions
• use of unsuitable connection components or sealing materials
• unsuitable or highly fluctuating water pressure
• unsuitable water quality (e.g., very hard water or aggressive water components)
• deposits of limescale, minerals, or other water-related residues
  
• insufficient maintenance and care
• modifications or repairs carried out by unauthorized persons
• mechanical damage caused by external influences.

Malfunctions or damage resulting from such conditions do not constitute product defects under statutory warranty provisions.

SPECIAL CHARACTERISTICS OF SURFACES

Some of our products feature decorative surface finishes, particularly matte black coatings.

These finishes primarily serve aesthetic purposes and are inherently more sensitive to mechanical impact than chrome-plated surfaces or solid stainless steel surfaces.

External mechanical influences, particularly contact with hard objects (such as pots, pans, or kitchen utensils), impacts, or improper handling may damage the coating.
Such marks typically appear on edges or exposed areas.

These changes do not constitute material or manufacturing defects, but typical signs of wear caused by external mechanical influences.

Warranty claims therefore do not apply to surface damage caused by external mechanical impact or improper handling.

For applications with higher mechanical stress, we recommend products with chrome surfaces or solid stainless steel construction.

RETENTION OF TITLE

The goods remain our property until full payment has been received.
Before transfer of ownership, the goods may not be:

• pledged
• transferred as security
• processed or modified

without our prior written consent.

Right of Withdrawal

Customers have the right to withdraw from the contract within fourteen (14) days without giving any reason.

To exercise the right of withdrawal, you must inform us of your decision by means of a clear statement.

Contact:

• E-mail: customercare@viziotechnik.de
• Telephone: +49 (0)7424 9751150
• Registered mail: VIZIO GmbH, Marktplatz 14, 78647 Trossingen, Germany

The withdrawal period expires 14 days after the day on which the Customer receives the goods.

IMPORTANT NOTICE REGARDING WITHDRAWAL
(HYGIENE / PURIFIED WATER FAUCETS)

Our products are designed for use in drinking water and purified water systems and are therefore subject to strict hygiene requirements.

For health protection and hygiene reasons, our products are delivered with a special hygiene seal.

In accordance with European consumer law, the right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery.

If the hygiene seal has been removed, opened, or damaged after delivery, the product is considered no longer suitable for resale for hygiene reasons.

In such cases, the right of withdrawal expires, and return or refund is excluded.

This applies particularly to purified water and drinking water faucets, as once opened or installed it can no longer be guaranteed that the product meets the required hygienic standards.

CONSEQUENCES OF WITHDRAWAL

If the withdrawal is valid, we will reimburse all payments received, including standard delivery costs, within 14 days after receiving the withdrawal notice.
We may withhold reimbursement until:

• we receive the returned goods, or
• proof of return shipment is provided.

The goods must be returned within 14 days after notification of withdrawal.

The direct costs of returning the goods shall be borne by the Customer.

The Customer is liable for any loss in value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Further details can be found in our Refund Policy.

APPLICABLE LAW AND JURISDICTION

These contracts are governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

Mandatory consumer protection provisions of the country in which the Customer resides remain unaffected.

Disputes that cannot be resolved amicably shall be subject to the competent courts in accordance with applicable legal provisions.

Last updated: January 2025