General terms and conditions of sale
Presentation
Scope & Purpose
Cosmetic products and Precautions for use
Orders and Conclusion of the contract
Orders and Conclusion of the contract
Payment of orders
Shipping, delivery and Transfer of risk
Right of withdrawal
Statutory warranty and notification of defects
Personal data protection
Intellectual property
Limitation of liability
Applicable law and Jurisdiction
General provisions
Scope & Purpose
Scope & Purpose
Cosmetic products and Precautions for use
Cosmetic products and Precautions for use
Orders and Conclusion of the contract
Orders and Conclusion of the contract
Prices, Currencies and Taxes
Prices, Currencies and Taxes
Payment of Orders
Payment of orders
Payment of orders
Shipping, Delivery and Transfer of Risk
Shipping, delivery and Transfer of risk
Shipping, delivery and Transfer of risk
Right of Withdrawal
Right of withdrawal
Right of withdrawal
Statutory Warranty and Notification of Defects
Statutory warranty and notification of defects
Statutory warranty and notification of defects
Personal Data Protection
Personal data protection
Intellectual Property
Intellectual property
Limitation of Liability
Limitation of liability
Applicable Law and Jurisdiction
Applicable law and Jurisdiction
General Provisions
General provisions
Scope & Purpose
These General Terms and Conditions of Sale (the “Terms and Conditions”) constitute the entire contractual framework governing sales concluded between MTHV Sàrl, a Swiss limited liability company with share capital of CHF 20,000, registered with the Geneva Commercial Register under number CHE-333.107.586 (hereinafter the “Seller” or “DROO Hair”), and any individual or legal entity (hereinafter the “Customer”) placing an order for hair care cosmetic products on the website www.droohair.com (hereinafter the “Website”).
For the purposes of these Terms and Conditions, a distinction is made between the “Swiss Customer”, meaning any Customer whose delivery address is located in Switzerland, and the “EU Customer”, meaning any Customer qualifying as a consumer under applicable European Union law whose delivery address is located in a Member State of the European Union.
The Seller accepts and fulfils orders deliverable in Switzerland and in the Member States of the European Union.
Any order placed on the Website constitutes full and unconditional acceptance of these Terms and Conditions. The Seller may amend these Terms and Conditions at any time; only the version in force at the time the order is confirmed shall apply to that order. The version of the Terms and Conditions applicable to each order shall be time-stamped and retained by the Seller and may be provided to the Customer upon written request sent to hello@droohair.com.
Cosmetic products and Precautions for use
Product Characteristics: The Products offered for sale are cosmetic products and hair accessories, including, in particular, dry shampoos (in powder or spray form). The essential characteristics, composition, quantity and instructions for use are detailed on the relevant product pages on the Website.
Use and Safety of Products: The Customer is required to read the precautions for use, instructions for use and list of ingredients (INCI) appearing on the product packaging before any application. Subject to fraud (dol) and gross negligence on the part of the Seller (see Article 11), DROO Hair shall not be held liable for improper use of the product, allergic reactions to an ingredient identified in the INCI list, or failure to comply with storage requirements (to be stored in a dry place and protected from heat and humidity).
The photographs and illustrative visuals available on the Website are provided for indicative purposes only and do not constitute a strict contractual commitment regarding the exact appearance of colours or packaging.
Orders and Conclusion of the contract
Order Process: The Customer selects the Products of their choice and adds them to their shopping cart. The Customer confirms the details of their order, provides their delivery and billing information, selects their delivery method and payment method, and then definitively confirms their order.
Conclusion of the Contract: The sales contract is definitively concluded upon the Customer’s final confirmation of payment. An acknowledgement of receipt and order confirmation email summarising the transaction details is automatically sent to the Customer.
Refusal of an Order: DROO Hair reserves the right to cancel or refuse any order in the event of an outstanding payment, previous dispute, suspected fraud, invalid delivery address or abnormal stock unavailability, provided that this right is exercised in compliance with the principle of non-discrimination applicable to European Union customers pursuant to Regulation (EU) 2018/302 concerning unjustified geo-blocking.
Prices, Currencies and Taxes
Prices and Currencies: Prices are displayed in Swiss francs (CHF) or euros (€), depending on the Customer’s selection or the geolocation of their connection.
For deliveries in Switzerland, prices are inclusive of all applicable taxes (including Swiss VAT at the statutory rate in force).
For deliveries to the European Union, prices are indicated inclusive of taxes (or calculated exclusive of export taxes, depending on the applicable regime) and do not include, unless otherwise stated, any customs clearance fees, customs duties or local import taxes applicable upon entry into the destination country. A dedicated information notice displayed before final order confirmation informs the Customer of the possible existence of such additional charges, the amount of which cannot be determined in advance by the Seller, in accordance with the pre-contractual obligation to provide information regarding the total price. Unless expressly stated otherwise at the time of payment, such additional charges and customs formalities shall remain the sole responsibility and expense of the Customer upon receipt of the parcel.
Shipping Costs: Shipping costs are calculated separately and disclosed to the Customer before final confirmation of the order.
Payment of orders
Payment is due immediately upon placing the order. The Customer may pay by credit or debit card (Visa, Mastercard, Amex) ; Shop pay; Apple Pay; Twint.
Transaction Security: Payments are encrypted and processed through certified third-party PCI-DSS-compliant payment service providers. DROO Hair does not retain and has no access to the Customer’s complete banking details.
Shipping, delivery and Transfer of risk
Parcels are shipped from the Seller’s logistics centre to the address provided by the Customer. Indicative delivery times are 2 to 4 business days for Switzerland and 2 to 7 business days for the European Union.
Transfer of Risk:
For Switzerland: pursuant to Article 185 of the Swiss Code of Obligations (CO), risk shall transfer to the Customer upon handover of the parcel to the carrier.
Delivery shall be deemed completed upon confirmation of the status “Delivered” by the carrier’s system, including in the case of delivery without signature, where such delivery method is evidenced by proof of delivery issued by the carrier (such as a time-stamped photograph, where this service is provided by the carrier).For the European Union: risk shall transfer when the Customer, or a third party designated by the Customer, physically takes possession of the parcel, in accordance with Article 20 of Directive 2011/83/EU.
In the event that a parcel is damaged or deteriorated during transportation, the Customer must expressly notify the delivery person of any reservations or objections and inform DROO Hair’s customer service within 48 hours, providing evidence in the form of photographs of the parcel and/or product.
Right of withdrawal
Swiss Customers: Swiss law does not provide for a general statutory right of withdrawal for distance sales concluded online. Nevertheless, the Seller grants, as a voluntary contractual commercial policy, a period of 14 calendar days from receipt of the order during which the Customer may return a product under the conditions set out in Article 7.3, without having to provide a reason.
EU Customers: For an EU Customer, a 14-calendar-day right of withdrawal from receipt of the order arises from a mandatory legal requirement under Directive 2011/83/EU on consumer rights, which applies notwithstanding the choice of Swiss law (Article 12.2). As of 19 June 2026, this right may also be exercised through a dedicated online withdrawal functionality, in accordance with applicable European regulations.
Hygiene Exception: The right of withdrawal and return shall not apply to any product whose packaging, bottle, jar or security seal has been opened, unsealed or altered after delivery. To be eligible for return, the product must be new, unused, sealed and in its intact original packaging.
The direct costs of returning the parcel shall be borne by the Customer, except where the return is due to an error attributable to the Seller (incorrect or defective product). The refund shall be made within 7 to 10 business days following receipt and inspection of the returned product, subject to the maximum period of 14 calendar days provided for by Directive 2011/83/EU for EU Customers.
The practical procedures for exercising the right of withdrawal (procedure, model form and return address) are described in the DROO Hair Return Policy, available on the Website, which forms an integral part of these Terms and Conditions and specifies their application.
Statutory warranty and notification of defects
The Seller warrants its products against defects existing at the time of transfer of risk, in accordance with Articles 197 et seq. of the Swiss Code of Obligations (CO). The Customer is required to inspect the condition and conformity of the products upon receipt and to notify the Seller in writing of any apparent defect within 2 days following delivery, or upon discovery in the case of a hidden defect.
In the event of a proven manufacturing defect or non-conformity, the Seller shall, at its discretion, replace the product at its own expense or refund its purchase price if replacement is not possible.
The warranty does not cover defects resulting from normal wear and tear, improper storage, exceeding the period after opening (PAO) indicated on the product, or improper use.
Mandatory Reservation for EU Customers: For an EU Customer, the provisions of this Article shall apply subject to any more favourable mandatory provisions of Directive (EU) 2019/771, including:
a statutory conformity guarantee of at least two years from delivery;
no obligation to report the defect immediately as a condition for the warranty to apply;
a presumption, during the first year following delivery, that the defect already existed at the time of delivery, unless the Seller proves otherwise; and
the right of the Customer, rather than solely the Seller, to choose between repair and replacement, subject to proportionality, before seeking a price reduction or termination of the contract.
The practical procedure for reporting a defect (contact details, information to be provided and processing times) is described in the DROO Hair Return Policy.
Personal data protection
Personal data collected during the ordering process is processed in accordance with the Swiss Federal Act on Data Protection (nFADP) and the European General Data Protection Regulation (GDPR), solely for the purposes of managing, delivering and invoicing orders. For any additional information, including information regarding the existence of a representative of the Seller in the European Union within the meaning of Article 27 GDPR, the Customer is invited to consult the Privacy Notice and Cookie Policy available on the Website.
Intellectual property
All visual materials, logos, trademarks, texts and structural elements of the Website are the exclusive property of MTHV Sàrl or are subject to an operating licence.
Any unauthorised reproduction or exploitation constitutes an infringement punishable by law.
Limitation of liability
To the extent permitted under Swiss law (Article 100 CO), MTHV Sàrl shall not be liable for indirect damages, loss of business or losses resulting from an interruption of the Internet network or hosting platform. This limitation shall in no event apply in cases of fraud (dol) or gross negligence attributable to the Seller, in accordance with Article 100 para. 1 CO, nor, with respect to an EU Customer, to the extent that such limitation would be contrary to mandatory provisions applicable under the Customer’s national law.
Applicable law and Jurisdiction
These Terms and Conditions and any contract arising therefrom shall be governed by Swiss substantive law, to the exclusion of conflict-of-law rules.
For an EU Customer, the application of Swiss law may not deprive the Customer of the protection afforded by the mandatory provisions of the law of the country in which the Customer has their habitual residence, pursuant to Article 6(2) of Regulation (EC) No. 593/2008 (“Rome I”).
Any dispute that cannot be resolved amicably shall fall within the exclusive jurisdiction of the ordinary courts of the Canton of Geneva, subject to any appeal to the Swiss Federal Supreme Court. An EU Customer may also bring proceedings before the competent court at their place of domicile, in accordance with the consumer jurisdiction protection rules under the Lugano Convention.
General provisions
Entire Agreement: These Terms and Conditions, together with the Return Policy and Privacy Notice to which they refer, constitute the entire agreement between the parties in relation to their subject matter and supersede any prior agreement relating to the same subject matter.
Severability: If any provision of these Terms and Conditions is held to be invalid or unenforceable by a competent authority, the remaining provisions shall remain in full force and effect. The parties shall endeavour to replace the invalid provision with a valid provision that most closely reflects its economic and legal effect.
No Implied Waiver: The Seller’s failure, at any given time, to rely upon or enforce any provision of these Terms and Conditions shall not be construed as a waiver of its right to rely upon or enforce such provision at a later date.
Governing Language: If these Terms and Conditions are translated into a language other than French, the French version shall prevail in the event of any discrepancy or difference in interpretation.
