Conditions

TERMS & CONDITIONS


The following terms and conditions govern the purchase of product and services from the company PMB Suspension ('we') by customers ('you').

Please read these terms carefully and they affect your right and liability under law. Do not order product and services if you do not agree with these terms. If you have any queries regarding these terms then please contact us.


1. AGREEMENT

By ordering products and services from us you agree to be bound by these terms.


2. AMENDMENT

We reserve the right to update these terms from time to time and without warning.


3. TERMS AND CONDITION FOR SERVICES

(a) Prices

  • Prices are set by PMB Suspension.
  • Prices can be modified without notice.
  • Professional customers: no discount without prior agreement

(b) Order taking

  • Customers can order services using the www.pmbswiss.ch website ou using the PMB service form.
  • If you send an order without a corresponding registered order on www.pmbswisss.ch or a completed service form then you will have to pay administrative fees because of the additional work required to know what need to be done.
  • We reserve the right to refuse an order.
  • Reasons for refusal can be but are not limited to:
    • unpaid invoices,
    • suspensions unfit for purpose or dangerous,
    • service is technically impossible,
    • proprietary or improvised modifications,
    • parts not available.

(c) Service time to completion

  • Service time to completion starts from when your suspensions are delivered at the location where PMB is doing services and finish when the service is completed.
  • Service time to completion does not take into account shipping time.
  • Service time to completion depends on PMB Suspension workload.
  • Typical service time to completion:
    • 30 to 60 minutes if you bring the suspensions yourself and instant service is possible
    • 2-3 days if you ship the suspensions and our workload is low
    • 5-7 days if you ship the suspensions and our workload is high
    • 1-5 weeks if your suspensions require parts that are not available
  • If we give you an estimated time to completion, it is always an estimate and subject to change based on the ongoing conditions of service.
  • You can optionally purchase Express Services, which guarantee that:
    • service will start on the same day the suspension is delivered to the location where PMB is doing services, if the suspension is delivered before 10AM,
    • service will finish also on that same day if the technical conditions can be met,
    • when the service is completed, the suspension will made available during opening hours or shipped back on the same day or the next, from Monday to Friday and depending on the availability of shipping services, for a delivery before 10AM on the next day, Monday to Saturday
  • PMB takes no responsibility regarding any factor that may slow down time to completion, including weather conditions, road trafic, the lack of availability of shipping services or the inability to receive shipments.

(d) Shipping suspensions to us

  • Suspension must be clean, otherwise a cleaning fee will be invoiced.
  • Packaging must be appropriate:
    • of the right size - not oversized,
    • protect the suspension with enough padding (paper, cardboard, foam or cloth, but no polystyrene particles or blocks),
    • clean - not dirty,
    • openable,
    • reusable.
  • Inappropriate packaging will be destroyed or recycled and then replaced at your cost. To avoid that you can order a flat pack parcel from us at a reduced cost before ordering.
  • Customer must make sure that suspensions are not damaged before shipping. PMB is not responsible for damaged that were not noticed by customers before shipping their suspension for service.
  • Suspensions can not be shipped with stick adhesive material directly on their surface or any time of stick material. Otherwise will have to pay for an additional cleaning service with billing based on the amount of work required. PMB is not liable for any loss of serviceability or usability of the suspension after the stick material was removed.
  • Shipping costs can never be refunded.

(e) Bringing suspension to us

  • You must have an appointment +41 76 572 25 46 ou contact@pmbswiss.ch
  • You can bring your bike so we unmount your suspension, but we can not keep your bike.
  • Suspension unmount will be invoiced depending on the time need.
  • We will not unmount suspension mounted with proprietary mounting systems.

(f) Shipping suspensions to you

  • Shipping costs to Switzerland is free if you order and pay using www.pmbswiss.ch before shipping suspensions to us.
  • Shipping costs can never be refunded.
  • Delivery back to you generally takes 1 to 3 days.
  • You have to do what is necessary to receive the parcel, otherwise no responsibility will be taken if you failed to receive or retrieve the parcel.
  • Shipping costs can never be refunded.

(g) Retrieving suspensions from us

  • You must have an appointment +41 76 572 25 46 ou contact@pmbswiss.ch
  • Services must be paid before or during the appointment
  • No third party can retrieve your suspension unless you send us a written agreement.
  • Shipping costs can never be refunded.

(h) International orders

  • This paragraph is for order taken from customers located outside Switzerland.
  • Shipping costs can never be refunded.
  • Make sure to clearly mark the package as "temporary import for repair" or "return" but not as "merchandise" ou "sale of goods"; a printable sticker is available; if in doubt as to specify this, ask your shipping carrier.
  • Please ensure commercial value is listed at zero (or 1 CHF if your carrier will not accept a zero value).
  • Insurance is optional, but double check with your carrier that the insured value is not interpreted as the commercial value.
  • Any additional costs (import, shipping) will be billed to the customer.
  • We can not take responsibility for anything damaged during transit.

(i) Supported suspensions and service limitations

  • "Supported suspensions" are suspensions for which we can do services.
  • The list of supported suspension is available here.
  • We can not guarantee the serviceability of suspensions that have been neglected:
    • suspension brands generally recommend a minimum of one service every 125 hours of use
    • some suspensions require service every 100, 50, 30 or 25 hours of use
  • Repairs are limited by the availability of parts from brand manufacturers:
    • parts are generally available within 3 years after the release of a suspension model on the market,
    • limitations regarding the availability of parts applies after 3 years.
  • Not accepted:
    • car suspensions
    • motorbike suspension
    • suspensions for any vehicles that is not a bicycle

(j) Payment

  • You can pay services in 3 different ways:
    • online,
    • e-banking,
    • directly at the workshop by card.
  • Payment with American Express cards will be billed for an added 10% of the total of the invoice.
  • E-Banking payments must used the following account: CH 03 0076 7000 R543 2824 2; name: PMB SUSPENSION; bank: BCV, Lausanne

(k) Service Warranty

  • Services are guaranteed for 3 months covering all possible defects related to the service (disassembly, reassembly, wear parts) but not: normal wear and tear, inappropriate use and neglect, all other types of warranties are excluded.
  • Disassembly of the suspension outside of PMB suspension will cancel the service warranty.
  • Warranty claims related to suspensions that were not sold by PMB Suspension will be invoiced to cover administrative work and must be paid immediately.
  • Warranty claims on unknown problems will be invoiced to cover the search of the problem; no refund will be provided if no problem is found.
  • Öhlins suspensions: warranty claims on known and ongoing issues will be processed without cost.
  • In case of replacement under warranty of all or part of the suspension, additional services will be invoiced according to manufacturer's policies.
  • In case of repair or replacement of a suspension paid by the manufacturer or its distributor, you can not fill for additional claims related to this suspension.
  • We take no responsibility for hidden manufacturing or design defects on suspensions brought by the customer but that have not been sold directly by PMB Suspension.
  • We takes no responsibility on bikes and parts bought second-hand, including second hand bikes previously used for competitive racing.
  • Shipping costs can never be refunded.

(l) Cancellation

  • If you cancel an order you will have to pay a cancellation fee.
  • Cancellation is only possible before or during the service, not after.
  • If a service can not be completed because your suspension had not enough service before, PMB will cancel the service and you will have to pay a fee of minimum 150 CHF per suspension for the work.
  • Re-assembly of suspensions with issues with be billed.
  • Shipping costs can never be refunded.

(m) Replaced parts

  • Replaced parts will be recycled or destroyed
  • You can ask for replaced parts to be returned but we will only do so if it is feasible and you pay for the related costs.

n) PMB's Engagements

  • "PMB's engagements" toward customers are a set of engagements regarding prices and customer advices, detailed on pmbswiss.ch
  • Details of "PMB's engagements" can change anytime without warning.
  • PMB Suspension takes no responsibility if these engagements can not be delivered due to:
    • a lack of care or service from the customer or the previous owner of the suspension,
    • design or manufacturing defects of the suspension and/or the bike,
    • any factor preventing delivery.

o) Professional customers

  • General terms and conditions also apply to professional customers.
  • Professional customers are individuals and companies with significant revenues coming from cycling.
  • No exception to the conditions without prior agreement.
  • The following categories of professional customers can order services and products from PMB:
    • Bike shops,
    • Bike brands.
  • The following categories of professional customers can not order services and products from PMB:
    • Bike workshops (workshop focusing on bike service),
    • Non-professional workshops,
    • Semi-professional workshops,
    • Customers with unpaid invoices.
  • Payment:
    • payment must be on the same day the invoice is emitted,
    • no payment after 10/20/30 days without prior agreement,
    • late payment will not be tolerated - customer agree to any legal consequences related to late payment.
  • Prices:
    • applicables prices are listed on https://www.pmbswiss.ch/cost,
    • no discount without prior agreement, an advance payment based on a minimum order quantity may apply.
  • Products and services available to professional customers:
    • suspension services
    • new suspensions
    • suspensions upgrades, mounting hardware, springs
  • Products and services not available to professional customers:
    • service kits, seals, oil
    • hydraulic components
    • tools
  • Order taking:
    • orders must be taken using pmbswiss.ch or using the PMB Suspension service form,
    • ordering using the site or the service form mean accepting ALL the conditions and prices,
    • for orders with the service form:
      • Billing start when a service starts,
      • An intermediate invoice might be emitted for orders that can not be entirely completed in less than a week.
  • Special cases:
    • No service will be done on suspensions for which services is not possible anymore. You will be notified. An administrative fee and return cost will be billed.
    • A 50 CHF surcharge will be applied to any suspension late for service (minimum 2 years / equivalent 200H of use) to cover additional work related to safety.
  • Remote controls:
    • Remote controls are not taken care of during service. Professional customers are in charge of the remote control setup on the bike. No remote control work will be done except on Rockshox hydraulic remotes (not cable-based).
    • Professional customers must have the tools and knowledge to work on remote controls.
  • Express service = service on the same day the suspension is delivered to PMB + express shipping:
    • Same day service: service will start on the same day the suspension is delivered and completed on that same day only if technically possible. Related added fee can never be refunded.
    • Express shipping: shipping on the day service is completed (if completed before 2PM) or the next day (if completed after 2PM) with guaranteed delivery before 10AM on the next day. Related added fee can never be refunded.
    • Customers can choose between:
      • same day service only with non-express shipping
      • express shipping with no same day service
      • same day service AND express shipping
  • Additional works and components:
    • Additional work and components needed to complete the service order that cost a total of less than 99 CHF will be carried right away in order to fasten service turnaround.
    • If additional work and components are needed for an amount of more than 99 CHF
      • PMB will inform you and let you decide,
      • you have 5 working days to take a decision, no extension without prior agreement,
      • after 5 working days:
        • the original proposal is void: price and availability might not be the same,
        • the service order will be cancelled and a fee will be billed for cancellation, taking into account all related costs,
      • if you decide to not order the additional work and component, the service will be cancelled and a fee will be billed for cancellation, taking into account all related costs.

p) services special requests

  • Any request of service with special requirements outside of normal services will be billed.
  • Any request for faster shipment without prior payment of express shipment will be denied.
  • Any request for faster service without prior payment of express service will be denied.

4. TERMS AND CONDITION FOR PRODUCTS

(a) Prices

  • Prices are set by PMB Suspension.
  • Prices can be modified without notice.
  • Professional customers: no discount without prior agreement

(b) Delivery

  • Time to delivery for products in stock is generally 24-48H in Switzerland but can change without warning depending on the availability of shipping services.

(c) Order taking

  • We reserve the right to refuse an order.
  • Reasons for refusal can be but are not limited to:
    • difficulties with previous orders,
    • unpaid invoices,
    • not stock available.

(d) Product compatibility

  • You must check if the product you want to purchase is compatible with your bike or practice.
  • PMB Suspension can not be held responsible for incompatibility between the product and the bike including any bike-related factor preventing the product from being used effectively, including but not limited to:
    • the lack of proper mounting hardware,
    • the lack of space,
    • tolerance issues,
    • manufacturing defects of the parts owned by the customer,
    • the lack of proper service,
    • modifications that are not recommended by the bike manufacturer or product manufacturer.

(e) Options and modifications

  • Some products can be ordered with optional modifications.
  • Products sold with a modification at your request can never be returned.
  • If you order a product with a modification it will be delivered with the modification already made.
  • You can reverse a modification if it is technically possible and if you pay for the service and the parts required to do it.
  • For modifications involving the replacement of parts of a product, the replaced parts will not be delivered to you without an additional payment.

(f) Warranty

  • Nothing lasts indefinitely so use your judgment to assess whether your product is likely to be covered under our warranty policy.
  • To expedite warranty requests, send us as much detail as possible to: contact@pmbswiss.ch, including the order number, purchase date, product brand, description and pictures of the defect.
  • The warranty terms are first and foremost the manufacturer's warranty terms, with additional terms defined by PMB (see below). Customers can reach to the manufacturer to know the detailed warranty terms and conditions.
  • Additional terms:
    • Warranty is only for the original buyer.
    • For suspension products, the warranty is only applicable when the suspension is serviced on time.
    • Warranty is lost when the product is sold to a third party. No warranty on second-hand products.
    • Additional costs may occur, including labor, parts and shipping costs.
    • Parts replaced through a warranty process can not be kept by customers.
    • In case of repair or replacement of a suspension paid by the manufacturer or its distributor, you can not fill for additional claims related to this suspension.
    • We takes no responsibility for hidden manufacturing or design defects on suspensions that we have not sold directly.
    • Shipping costs can never be refunded.
    • As soon as parts or products claimed under warranty are physically made available at PMB, you have 30 days to claim these. After that the warranty cased will be closed. Re-opening a warranty claim is not possible.
    • Any abuse of the warranty process will void the warranty.
    • Warranty is void if the product is re-sold.

(g) Cancellation

  • Orders can only be cancelled before the order is delivered.
  • Cancelled orders will be refunded.
  • A cancellation fee will apply for orders with significant costs for PMB Suspension. Cancellation fee can be up to 50% of the total value of the order.
  • Cancellation is not possible for products built to customer's specifications such has, but not limited to:
    • custom suspensions
    • forks with the pivot cut to the customer's need (cut made by PMB or any 3rd party)
    • custom parts
  • Shipping costs can never be refunded.

(h) Returns

  • Product can only be returned if there is a defect that can be demonstrated without any ambiguity. Products are defective when they can not be used without danger or are not the way they were described.
  • Request for return must be done at least one week after the delivery of the product.
  • Returns must be effective, with the product effectively returned to PMB Suspension, within 14 days after delivery. PMB Suspension can not be held accountable for late delivery after a request for return.
  • Shipping cost can in no case be subject to refund.
  • Orders shipped outside of Switzerland: VAT and import costs paid by the customer will in no case be paid or refunded by PMB Suspension
  • No exception to the right of return will be granted without a written agreement from PMB Suspension.
  • No returns or exchanges on sale items.
  • No returns or exchanges on maintenance products, seal kits, mounting hardware and reducers.
  • Shipping costs can never be refunded.