Returns & RMA Policy (B2B)

Version : 01/08/2025 – Contact : hello@spyndl.com

1) Scope & eligibility

  • Applies only to professional customers purchasing via Spyndl (Spyndl invoice).
  • No statutory right of withdrawal in B2B.
  • Commercial returns require prior authorisation (RMA) and compliance with the conditions below.

2) RMA window & procedure

  • Request within 7 calendar days of receipt.
  • Open a ticket from your account or by email (order reference, product, lot/serial no., quantity, reason + photos).
  • Spyndl confirms the RMA and provides the return address (one RMA per supplier).
  • Return item new, unused, unopened, complete (accessories, manuals) in intact original packaging.
  • RMA number must appear on the parcel (RMA label/form). Any parcel without RMA is refused.

3) Physical conditions

  • Use protective outer packaging (do not stick labels on the retail box).
  • Return risks & carriage at the Customer’s cost (return Incoterm: DAP the address provided).
  • Quality inspection on receipt: if non-compliant → return refused and sent back at the Customer’s expense.

4) Fees & refunds

  • Restocking fee: 15% of net value (min. €30 / CHF 30).
  • Special logistics fees (if any) are non-refundable.
  • Refund/credit is processed no later than 30 business days after validation/inspection, less applicable fees and payment charges where lawful.

5) Non-returnable items

  • Sterile; perishable; opened consumables; software/licences (codes/activations).
  • Any item marked as non-returnable on the product page or quote.

6) DOA / failure on arrival

  • For DOA or immediate defect: notify us promptly (photos/videos, serial no.).
  • Processing follows the manufacturer/supplier policy (replacement/repair); Spyndl facilitates and coordinates the ticket.

7) Transport claims & damage

  • On delivery, check parcels. Write precise reservations on the carrier document and notify Spyndl within 72h (photos of parcel/product/labels).
  • Without timely reservations, delivery is deemed compliant.


Shipping Policy

Version : 01/08/2025 – Contact : hello@spyndl.com

1) Scope & Incoterms

  • Default delivery countries: France, Germany, Italy, Switzerland.
  • Default Incoterm: DAP (Customer site) unless otherwise stated on quote/order.
  • Carriage is arranged by partner suppliers.

2) Charges & free-shipping thresholds

  • Purchases via Spyndl (Spyndl invoice):
  • EUR: free shipping ≥ €500; €100 if below.
  • CHF: free shipping ≥ CHF 500; CHF 100 if below.
  • Purchases “at supplier via Spyndl”: supplier terms apply; fees shown at basket/checkout.
  • Any specific surcharges (hard-to-access area, re-delivery, booked slot) are disclosed before checkout.

3) Lead times & tracking

  • Displayed lead times are indicative. A tracking link is provided where available.
  • Delays due to carriage, customs or force majeure do not give rise to compensation.

4) Time slots & handover

  • Delivery during business hours; on request, a specific slot (if supported) — extra fees may apply.
  • Customer ensures site access, presence at handover, and unloading equipment where needed (palletised/bulky).

5) Multi-supplier deliveries & split shipments

  • One order may involve multiple suppliers.
  • No split shipments without Customer consent, except for regulatory/safety constraints (e.g., hazardous goods) or to preserve integrity (cold chain). Spyndl will inform the Customer.

6) Cold chain, hazardous & sensitive goods

  • Temperature-controlled goods: isothermal packaging/data logger where required.
  • Customer commits to immediate receipt and storage per data sheet (e.g., 2–8 °C).
  • Hazardous goods (ADR/IATA): approved carriers, regulatory paperwork enclosed; a Customer point of contact may be required.
  • Refusals due to absence/missed appointment: re-delivery fees charged to the Customer.

7) Receipt, reservations & POD

  • Visual/quantitative check on handover; for damage/shortage: precise reservations + notify Spyndl within 72h (photos).
  • Spyndl/supplier may request Proof of Delivery (POD) to close a dispute.

8) Customs & Switzerland

  • Switzerland (general case): prices excl. CH VAT; import duties/VAT borne by the Customer (importer).
  • If the supplier is established in Switzerland and delivers locally, its terms and Swiss VAT apply (flow “at supplier via Spyndl”).

9) Delivery failures & storage

  • If delivery fails (absence, access), the carrier may re-deliver, redirect to a pickup point, or return the parcel.
  • Re-delivery/return/storage fees chargeable to the Customer may apply.