Terms of service
General Terms and Conditions (GTC)
Last updated: September 25, 2026
1. About us and to whom these GTC apply
1.1 The online shop napolicaffe.ch (the "Shop") is operated by SWISSVOIP SA, c/o A.G.R. Consulting Sagl, Via Vira 2, 6805 Mezzovico, Switzerland, registered in the commercial register of the Canton of Ticino (no. CH-501.3.017.169-8, IDI/VAT CHE-182.147.868 MWST), operating under the brand name "Napoli Caffè" (hereinafter "Napoli Caffè" or "we"). Contact: support@napolicaffe.ch, tel. +41 78 620 45 47. Warehouse and pick-up point: Via Industria 1, stabile 2, 6814 Lamone.
1.2 These GTC apply to all product orders placed through the Shop or, at the customer's request, via email, WhatsApp, or telephone. The version published on the Shop at the time of the order shall prevail. Any general terms and conditions of the customer shall not apply.
1.3 The Shop's offer is directed at individuals of legal age residing in Switzerland or the Principality of Liechtenstein, and at companies with registered offices in these countries. We deliver exclusively within Switzerland and Liechtenstein.
1.4 We sell for domestic consumption or for the normal requirements of a business. We may refuse or reduce orders that exceed the quantities usual for a household, without having to state the reason.
2. Products, prices, and shipping costs
2.1 All prices are expressed in Swiss francs (CHF) and include VAT. Shipping costs are not included in the product prices: they are indicated on the page Shipping and are shown in the shopping cart and at checkout before the order is submitted. Pickup at our warehouse is free of charge.
2.2 The price indicated in the Store at the time the order is sent shall prevail. We may modify prices, assortment, and promotions at any time; any changes will not affect orders that have already been accepted.
2.3 Product images are for illustrative purposes only. Packaging and graphics may vary from the images, for the same product and quantity. Information regarding availability and delivery times is indicative.
2.4 Despite the care we dedicate to the Store, obvious errors in price, description, or availability may occur. In such cases, we are not obliged to deliver at the incorrect price or conditions: we will inform the customer and, if they have already paid, we will fully refund the amount (art. 4).
3. Order and conclusion of the contract
3.1 The presentation of products in the Shop does not constitute a binding offer on our part, but rather an invitation for the customer to place an order.
3.2 Ordering procedure: the customer adds the products to the shopping cart, enters the delivery and payment details and, before submitting, can check and correct all data on the summary page. By clicking on the purchase confirmation button ("Pay now" or equivalent), the customer sends us a binding offer to purchase the products in the shopping cart.
3.3 After submitting the order, the customer automatically receives an order receipt confirmation email. This email only confirms that we have received the order and does not constitute acceptance of the offer.
3.4 The sales contract is concluded at the moment we accept the order, which is when we send the customer the shipping confirmation (or the notification that the order is ready for collection) or, if earlier, when we deliver the products. Charging the payment at the time of the order (art. 6) does not constitute acceptance.
3.5 Until acceptance, we are free to reject the order, in whole or in part, without having to provide a reason. In such cases, we will inform the customer by email and fully refund any amount already charged (art. 4.3).
3.6 The order details are specified in the receipt confirmation email and remain available for the customer to view in their account. The contract is concluded in Italian.
4. Order cancellation by Napoli Caffè and refund
4.1 Even after the conclusion of the contract and up until the delivery of the products, we reserve the right to withdraw from the contract and cancel the order, in whole or in part, without any obligation to state the reason, fully refunding the customer in accordance with Art. 4.3.
4.2 We exercise this right in particular, but not exclusively, in the following cases:
- a) obvious error in the price, description, or availability of a product;
- b) product no longer available, no longer supplied by the manufacturer, or undeliverable to the specified address;
- c) failed, reversed, or disputed payment (chargeback), or indications of fraud or unauthorized use of a payment method;
- d) abuse or misuse of promotions, discount codes, offers reserved for new customers, loyalty programmes, or other benefits (art. 5), for example: creating multiple accounts or using fictitious, temporary, or third-party email addresses to repeatedly obtain a benefit reserved for a single customer; circumventing quantity or usage limits; using codes not intended for the customer or obtained unlawfully; purchases intended for resale;
- e) false, incomplete, or unverifiable customer data;
- f) violation of these GTC or offensive or threatening behaviour towards our staff;
- g) orders exceeding quantities typical for a household (art. 1.4);
- h) force majeure or events beyond our control (for example, supply or transport disruptions).
4.3 In the event of rejection (art. 3.5) or cancellation (art. 4.1), we will inform the customer via email at the address specified in the order and refund all amounts already paid for the cancelled part of the order, including the relevant shipping costs, within 14 days using the same payment method used by the customer. If payment has not yet been made, the customer is released from the obligation to pay. For orders that are only partially cancelled, the remaining part will be processed as normal.
4.4 If the products have already been delivered and we subsequently establish an abuse pursuant to Art. 4.2 letter c), d) or e), we may revoke the unduly obtained benefit and claim its value from the customer, close the account, and refuse future orders.
4.5 Every decision to reject or cancel an order is verified by a member of our team; the customer may request a review by writing to support@napolicaffe.ch. Any further claims by the customer regarding the rejection or cancellation of an order are excluded, without prejudice to liability for willful misconduct or gross negligence.
5. Customer accounts, promotions, and discount codes
5.1 Each person may have only one customer account and must provide truthful data and their own active email address. The customer is responsible for the confidentiality of their credentials.
5.2 Discount codes and promotions are valid only under the specified conditions (validity period, products, minimum order value, number of uses). Unless otherwise stated, only one code can be used per order; codes cannot be combined with other offers, are non-transferable, and cannot be converted into cash.
5.3 The benefits reserved for new customers (for example, the welcome discount) are limited to once per person, household, and delivery address.
5.4 Per verificare il rispetto di queste regole possiamo confrontare i dati degli ordini e degli account (nome, indirizzo, e-mail, telefono, mezzo di pagamento) e, in caso di violazione, annullare codici e ordini, chiudere account e rifiutare ordini futuri (art. 4).
5.5 We may modify or terminate promotions and programs at any time; orders already accepted will not be affected.
6. Payment
6.1 The payment methods indicated at checkout are accepted (for example, credit/debit cards, TWINT, PostFinance, PayPal). Any additional costs for a payment method are indicated before the order is submitted.
6.2 The order amount is charged at the time the order is submitted. If we reject or cancel the order, the amount will be refunded in accordance with Art. 4.3.
6.3 The products remain our property until full payment has been made.
6.4 In the event of a missing, reversed, or disputed payment, we may suspend delivery and cancel the order (Art. 4). Legal claims for outstanding amounts and expenses incurred by the customer remain reserved.
7. Delivery and collection
7.1 We deliver via DPD and Swiss Post to the address specified in the order, exclusively within Switzerland and Liechtenstein. The options, costs, and estimated delivery times are described on the page Shipping
7.2 Delivery times are indicative. If, for reasons attributable to us, delivery does not take place within 30 days of the indicated date, the customer may withdraw from the contract by written notice and obtain a full refund of the amount paid.
7.3 Collection: customers who choose warehouse collection must wait for our "order ready for collection" email and collect the products during the hours indicated on the page Customer service.
7.4 The risk passes to the customer upon delivery of the products to the customer or to the person authorized by them, or upon collection. If delivery fails due to reasons attributable to the customer (incorrect or incomplete address, failure to collect), the costs of a new shipment or return shipment shall be borne by the customer.
8. Inspection of goods, defects, and warranty
8.1 The customer shall inspect the products upon delivery. Transport damage, incorrect or incomplete deliveries must be reported to support@napolicaffe.ch within 5 days of delivery, preferably with photos; defects that are not identifiable upon inspection must be reported immediately upon discovery.
8.2 The statutory provisions on the warranty for defects in the sold item apply (Art. 197 et seq. CO). Food products are guaranteed until the expiry date or the minimum durability date indicated on the packaging, provided they are stored correctly. We deliver products with an adequate remaining shelf life.
8.3 In the event of a defect, we will, at our discretion, replace the product or refund the price paid; the return of defective products is at our expense.
9. Voluntary Right of Return (Change of Mind)
9.1 Swiss law does not provide for a general right of withdrawal for online purchases. However, we voluntarily grant the customer the option to return products within 30 days of delivery.
9.2 The return conditions (product condition, refund amount, return shipping costs, procedure) are described on the page Returns and refunds, which forms part of these GTC. In short: unopened, intact packaging, full refund of the product price; opened packaging, partial refund assessed case by case; return shipping costs borne by the customer (CHF 9.–), except for returns of defective products or due to our error.
9.3 Refunds will be processed within 14 days of receiving the returned item, using the same payment method used for the order.
10. Liability
10.1 We are liable in accordance with statutory provisions. To the extent permitted by law, our liability for minor negligence and for indirect or consequential damages (such as loss of profit), as well as for damages resulting from improper storage or use of the products, is excluded.
10.2 Liability for intent and gross negligence, for personal injury, and liability under the Federal Product Liability Act shall remain unaffected.
11. Data protection and automated tools
11.1 We process the customer's personal data in accordance with our Privacy Policy, which describes what data we collect, for what purposes, which providers we entrust it to, and what rights the customer has.
11.2 To manage orders and customer support, we may use third-party artificial intelligence tools, for example, to draft responses, translate, summarise, or classify requests, and to detect fraud or abuse. Decisions that significantly affect the customer (order cancellations, refunds, account closures) are always verified by a human, and the customer can request to be assisted directly by a human at any time. Details, including providers and the location of processing, can be found in the Privacy Policy.
12. Communications
Order-related communications are generally sent via email to the address provided by the customer, who undertakes to keep it updated and to also check their spam folder.
13. Applicable law and jurisdiction
13.1 Swiss law applies, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG).
13.2 For disputes with consumers, the jurisdictions provided by law (Swiss Code of Civil Procedure) shall apply: the consumer may bring an action at their own place of residence or at our registered office; we may only bring an action at the consumer's place of residence. In all other cases, the court of Lugano shall have jurisdiction.
14. Final provisions
14.1 We may amend these GTC at any time; the version in force at the time of the order shall apply to all orders.
14.2 If any provision of these GTC is found to be invalid or ineffective, the remaining provisions shall remain in force, and the provision in question shall be replaced by a valid one that comes as close as possible to its economic purpose.
14.3 These GTC are drafted in Italian. Versions in other languages are translations provided for convenience; in the event of any discrepancies, the Italian version shall prevail.