General Terms and Conditions (GTC)
Last updated: 1 October 2026
1. Scope
1.1 These General Terms and Conditions (GTC) apply to contracts for the purchase of products, in particular porcelain stoneware tiles, accessories and samples, concluded between Keramik Elia AG, Füllerichstrasse 51, 3073 Gümligen, Switzerland (“we”, “us”) and its customers (“you”) via the online shop QualityTiles (qualitytiles.ch) or following a request made via this website. They also apply to installation requests and tile search requests made via the website (sections 13 and 14).
1.2 Deviating terms apply only if we have expressly agreed to them in writing. Individual agreements, in particular in an order confirmation or a quote, take precedence over these GTC.
1.3 For the purposes of these GTC, consumers are persons who obtain products or services for their personal or family use.
2. Product presentation
2.1 The presentation of products, prices, packaging units and availability on the website is not a binding offer but a non-binding invitation to send us an order request. Errors, typographical errors and changes excepted.
2.2 Images, on-screen colour rendering and the room visualisation tool reproduce the colour, texture, size and effect of the products only approximately. The room visualisation is a non-binding design aid and does not replace measuring the area; the colour, perspective and scale shown are not binding. We recommend examining a sample before ordering.
2.3 Technical data, for example on slip resistance (such as slip resistance class R10), frost resistance or suitability for certain areas, is based on information from the manufacturers. It does not replace professional planning. Suitability for the specific place of use, e.g. with regard to gradient, wetness, cleaning and applicable standards, must be checked by the planner or the specialist carrying out the work.
2.4 We respond to sample requests individually. We will inform you in advance of any costs and conditions.
3. Ordering process and conclusion of contract
3.1 In the shop, you choose a product and the desired variant (e.g. colour and size) and enter the area needed or the number of packs. Tiles are sold in full packs. The cart shows the area needed and the purchase quantity in full packs separately. The area per pack is based on information from the manufacturers. For variants without confirmed pack data, ordering through the cart is not possible; instead, you send us a non-binding quantity and price request.
3.2 During checkout, you enter your contact details, choose delivery or collection and enter the billing address and, for delivery, the delivery address. Before submitting, you see a summary of your details and the selected products. There you can check all entries and correct them using the back function or the cart. By submitting, you send us an order request.
3.3 After you submit your order request, we confirm its receipt without delay on the website with a project number and a private link to your request. This acknowledgement of receipt does not yet constitute acceptance of your order request.
3.4 We review your order request, in particular availability, prices, delivery or collection options and dates. A contract is only concluded when we confirm your order request in writing, e.g. by email (order confirmation). The order confirmation states the binding prices, the VAT treatment, any delivery and additional costs, the payment terms and the expected delivery or collection dates.
3.5 If the order confirmation deviates from your order request in material respects, e.g. price, quantity, delivery costs or date, it constitutes a new offer. In this case, the contract is only concluded when you accept this offer in writing, e.g. by email.
3.6 We are not obliged to accept order requests. If we cannot accept an order request, or can only accept it in part, we will inform you.
4. Prices
4.1 All prices are in Swiss francs (CHF).
4.2 The prices shown on the website are provisional. Only the prices in the order confirmation are binding.
4.3 The order confirmation states whether and to what extent value added tax (VAT) is included in the prices or is charged in addition.
4.4 Delivery costs and any additional costs are shown separately in the order confirmation.
5. Payment
5.1 No online payment is processed via the website. The payment method and payment deadline are set out in the order confirmation or invoice.
5.2 In the event of late payment, the statutory provisions apply (Art. 102 et seq. of the Swiss Code of Obligations, CO).
6. Availability and delivery dates
6.1 Information on availability and delivery times on the website is non-binding. Availability and delivery or collection dates are confirmed individually in the order confirmation.
6.2 Products may be delivered directly by the manufacturer or via our warehouse. Partial deliveries are made only by agreement with you.
6.3 If a delay becomes apparent, we will inform you immediately. If a confirmed product is no longer available through no fault of ours, e.g. because the manufacturer does not deliver, we will also inform you immediately. In this case, both you and we may withdraw from the contract; we will refund any payments already made for products not delivered. Your statutory rights in the event of default remain reserved.
7. Delivery and collection
7.1 Products are delivered to the agreed delivery address or made available for collection at our warehouse. Whether delivery to the desired address is possible, and the place and time of collection, are set out in the order confirmation. Collections take place by arrangement.
7.2 Delivery costs depend in particular on the delivery region and the weight of the consignment and are shown in the order confirmation.
7.3 You ensure that the delivery address is accessible on the agreed date and that the goods can be received. Where necessary, we agree the details of delivery with you in advance, e.g. access and unloading point. We may charge you for additional costs resulting from incorrect information or from an unsuccessful delivery for which you are responsible.
8. Transfer of benefit and risk
8.1 In the case of collection, benefit and risk pass to you when the goods are handed over to you or to the person you have authorised.
8.2 In the case of delivery by us or by a transport company commissioned by us, benefit and risk pass to you when the goods are handed over at the delivery address.
8.3 If you commission a transport company yourself, benefit and risk pass to you when the goods are handed over to that company.
8.4 If you are in default of acceptance or collection, benefit and risk pass to you at that time.
9. Inspection and notice of defects
9.1 Please inspect the goods immediately upon receipt, and in any case before cutting or laying them, for quantity, article, colour, size, surface, calibre, batch information and visible damage.
9.2 Where possible, please note externally visible transport damage and missing quantities on the delivery note on handover and report them to us without delay.
9.3 Visible defects must be reported to us in writing immediately after inspection, and hidden defects immediately after their discovery, e.g. by email to info@qualitytiles.ch, if possible with photos and the delivery note and batch information. If notice is not given in time, the goods are deemed accepted with regard to the defect concerned (Art. 201 CO).
9.4 Please do not lay goods with visible defects. If goods are laid or processed despite visible defects, e.g. differences in shade, calibre or surface, they are deemed accepted with regard to these defects.
10. Batches, shade and calibre
10.1 Ceramic tiles and porcelain stoneware are manufactured in production batches. Shade, texture and calibre (exact dimensions) may differ from batch to batch and may also vary slightly within a batch within the manufacturer’s tolerances. Such variations are inherent in the material and do not constitute a defect as long as they are within the manufacturer’s specifications and the applicable standards.
10.2 For products with a deliberately varied appearance, e.g. stone, concrete or wood effect, individual tiles differ intentionally. We recommend mixing tiles from several packs when laying.
10.3 Where possible, order the quantity needed for a continuous area in a single order so that we can, as far as possible, deliver it from the same batch. Goods from different batches may differ visibly. For repeat orders, we cannot guarantee delivery from the original batch.
10.4 We recommend planning a reserve for cutting waste, breakage and later repairs in addition to the area needed. The appropriate quantity depends, among other things, on the size, laying pattern and room geometry. A cutting allowance is not added automatically; it is only included in the order quantity if you take it into account yourself.
11. Warranty
11.1 We warrant that the products delivered have the promised characteristics and have no defects that eliminate or considerably reduce their value or their suitability for the intended use (Art. 197 et seq. CO).
11.2 In the case of defects notified in time, your rights are governed by the statutory provisions. We endeavour to remedy justified defects primarily by delivering defect-free replacement goods.
11.3 Warranty claims become time-barred in accordance with the statutory periods (Art. 210 CO): generally two years after delivery of the goods; five years where defects in an item that has been integrated into an immovable structure in accordance with its intended use have caused the structure to be defective. These GTC do not shorten the statutory periods.
11.4 Excluded from the warranty are in particular material-related variations under section 10, damage caused by improper storage, laying or processing (e.g. unsuitable substrate or unsuitable installation materials), failure to follow the manufacturer’s instructions, improper cleaning and care, normal wear and tear, and goods laid despite visible defects (section 9.4).
11.5 Any manufacturer guarantees are governed by the manufacturer’s terms and do not affect your statutory warranty rights against us.
12. Returns and exchanges
12.1 Under Swiss law, there is no statutory right of withdrawal for online orders. Defect-free goods may only be returned or exchanged by prior written agreement with us.
12.2 Excluded are in particular special orders and products procured specifically for you, including products from a tile search, cut or otherwise processed pieces, and goods that have already been laid or processed.
12.3 If a return is agreed, we set the conditions on a case-by-case basis, e.g. regarding the condition and packaging of the goods, return transport and any costs.
12.4 Your rights in the event of defects (section 11) remain unaffected.
13. Installation work
13.1 You can submit a non-binding request for installation work via the website. The request is binding on neither you nor us. The website does not state prices for installation work; these are quoted individually.
13.2 We review each request individually, including whether we can take it on in your region and within the desired time frame. We prepare a quote on the basis of an assessment of the project, as a rule after a site visit. We agree with you in advance whether a site visit takes place and on what terms.
13.3 Installation work is the subject of a separate contract. Scope, price, dates, execution and your cooperation, e.g. regarding the condition of the substrate and access to the site, are set out in the relevant quote. A contract for installation work is only concluded when you accept our quote in writing or we confirm your order in writing. The provisions of the Swiss Code of Obligations on contracts for work (Art. 363 et seq. CO) apply in addition.
13.4 SIA Standard 118 applies only if expressly agreed in writing.
13.5 Purchasing products does not require an order for installation work. An installation request can also be submitted without selecting a product.
14. Tile search
14.1 With a tile search request, you can ask us to find a specific product or a similar product, for example on the basis of photos, a product link or a description. The request is non-binding. We review it individually but cannot guarantee that the product sought or an equivalent product is available.
14.2 If we can offer a suitable product, you will receive an individual offer. Similar products may differ in colour, size and surface; the product description in the offer is decisive. These GTC apply to the purchase; specially procured products are excluded from returns and exchanges (section 12.2).
15. Liability
15.1 We are liable in accordance with the statutory provisions for damage caused by us intentionally or through gross negligence.
15.2 Otherwise, our liability is excluded to the extent permitted by law, in particular for slight negligence and for indirect and consequential damage such as loss of profit.
15.3 Mandatory liability under the Swiss Product Liability Act and liability for personal injury remain reserved.
16. Data protection
We process personal data in accordance with our privacy policy, which is available on the website.
17. Applicable law and place of jurisdiction
17.1 Swiss law applies, excluding the United Nations Convention on Contracts for the International Sale of Goods (Vienna Sales Convention, CISG). Mandatory provisions for the protection of consumers remain reserved.
17.2 The place of jurisdiction is Muri bei Bern. Mandatory statutory places of jurisdiction remain reserved, in particular for consumers: they may bring proceedings at their domicile or at the registered office of Keramik Elia AG and may only be sued at their domicile (Art. 32 Swiss Civil Procedure Code or Lugano Convention).
18. Final provisions
18.1 For the purposes of these GTC, transmission by email also counts as written form.
18.2 We may amend these GTC at any time. The version published on the website at the time you send your order request or your request is decisive.
18.3 Should individual provisions of these GTC be wholly or partly invalid, the validity of the remaining provisions is not affected. The invalid provision is replaced by a provision that comes as close as legally possible to its purpose.
18.4 These GTC are available in German, French, Italian and English. In the event of discrepancies between the language versions, the German version prevails.