Terms and conditions
These terms and conditions are a translation of the German version. In the event of any discrepancy, only the German version is binding.
Part A · General
1. Provider and scope
Mixklinik is a service of the sole proprietorship FEHRMANN, owner Kevin Fehrmann, Olgastrasse 10, 8001 Zurich, UID CHE-284.209.009, email info@mixklinik.ch (“we”).
These general terms and conditions (terms) apply to all contracts between you and us for the repair of machines (Part B), the purchase of machines by us (Part C) and the sale of refurbished machines (Part D). Part A applies to all three areas. The version published on mixklinik.ch at the time of your order, request or purchase applies. Deviating agreements are only valid if we confirm them in writing; an email is sufficient.
Our services are aimed at people in Switzerland. We only ship within Switzerland. You can enter into a contract with us if you are of legal age and have legal capacity.
2. Independent workshop, trademarks and manufacturer's warranty
We are an independent workshop. We are neither an authorised service partner of Vorwerk nor affiliated with the Vorwerk Group. Thermomix®, Cookidoo® and Varoma® are trademarks of the Vorwerk Group. We use them only to identify the machines for which our services are intended.
We use new parts or tested original parts from donor machines. New parts that do not come from the manufacturer are equivalent to the original part in function and safety. We check every fitted part for function, and after every repair we electrically test the machine to SN EN 50678. Parts that come into contact with food or are subject to wear, such as blades and seals, are always replaced with new ones. The warranty (sections 14 and 23) applies equally to all fitted parts. On request, we will tell you before the repair which parts we fit.
A repair by us may end any manufacturer's or dealer's warranty that is still running. If your machine is still covered by such a warranty, please contact Vorwerk or your dealer first.
3. Prices and payment
All prices are final prices in Swiss francs (CHF). The price shown to you when you place your order, request or purchase and stated in our confirmation applies. You pay via TWINT or bank transfer; in the shop, the payment methods shown at checkout are also available.
4. Communication
We communicate with you by email at the address you provide. Statements made by email count as written statements. Please make sure your address is correct and also check your spam folder.
5. Shipping to us and back
For repairs and buy-backs, you receive a free postage label from us. On request, we send you a box with padding for the flat fee shown in the calculator (currently CHF 15); for repairs it is added to the fixed price, for buy-backs we deduct it from the purchase price. Only send your machine once you have received our label, and enclose a note with your order or request number. We may return parcels without a label or number at your expense.
Pack the machine carefully, cleaned and free of food residue, ideally in our box and following our instructions. We are not liable for damage caused by inadequate packaging.
We ship machines with Swiss Post's “Signature” add-on service; Swiss Post is then liable for up to CHF 1,500 per parcel. This also applies to parcels you send to us with our label. If a parcel is lost or damaged on its way to us, we report the damage to Swiss Post and pass the full compensation on to you. We organise the return shipment to you; we bear the risk of loss and damage on this route until delivery.
6. Liability
We are liable without limitation for damage caused intentionally or through gross negligence, for personal injury and under the Product Liability Act. In the case of slight negligence, we are liable for damage to your machine up to its current value. Otherwise, our liability for slight negligence, in particular for consequential damage and loss of profit, is excluded to the extent permitted by law. These rules also apply to persons we engage.
Machines such as the TM6 store account data, Wi-Fi access details and settings. Before shipping, please remove your machine from your Cookidoo® account and back up anything that matters to you. For the repair or resale it may be necessary to reset the machine to factory settings. We are not liable for settings and data lost in the process.
7. Data protection
How we handle your data is explained in our privacy policy.
Part B · Repair
8. Fixed price and conclusion of contract
In the repair calculator, you choose the model and the fault. The fixed price shown applies to the selected items. It includes shipping both ways, the electrical safety test to SN EN 50678 with test report and our warranty under section 14. For each additional fault, we grant the discount shown in the calculator. Express, a loan machine and a box with padding cost the surcharge shown in the calculator.
The quick diagnosis and the AI consultation give you non-binding indications of which item might apply. They do not replace a check in the workshop. Only the fixed price you order is binding.
By clicking “Place binding order”, you place a binding repair order with us. The automatic email with your order number only confirms receipt. The contract is concluded when we send you the postage label or the box. We may decline orders without giving reasons, for example if spare parts are not available. The provisions on contracts for work and services (Art. 363 et seq. CO) apply in addition.
Until you send your machine, you can cancel the order free of charge by email. After that, section 10 applies.
9. Diagnosis
If you don't know what is faulty, you can order a diagnosis. It costs the flat fee shown in the calculator (currently CHF 49), including shipping both ways. After the diagnosis, you receive the findings and the fixed price for the repair. The flat fee is waived if you order the repair or sell us the machine.
10. Price cap, additional work and cancellation
Nothing gets more expensive without your consent. If we find further faults or the ordered fault is not present, we contact you with the findings, a photo and a new fixed price. We only carry out more expensive work once you have agreed by email. If you do not agree, you can choose:
- If the ordered fault can sensibly be repaired on its own, we repair it at the original fixed price.
- You sell us the machine at our buy-back offer (Part C). The diagnosis fee is then waived.
- We send the machine back to you unrepaired and free of charge and only charge the diagnosis fee.
If you do not reply within 14 days of our request, nor to a reminder, we send the machine back to you unrepaired and charge the diagnosis fee. The same applies if you withdraw the order after your machine has arrived with us.
If we cannot fix a fault ordered at a fixed price, for example because spare parts are not available, we send the machine back to you free of charge and charge nothing. If you ordered a diagnosis, the diagnosis fee remains payable.
11. Duration and Express
A repair usually takes 3 to 5 working days from receipt of the machine. This is a guide value. With Express, we send your machine back within 2 working days of receipt. If we need your consent to a new price, the period starts when you give your consent; it is suspended until your payment has been received. If we do not meet the Express deadline, we refund the Express surcharge. If a spare part is missing, we inform you immediately and the Express surcharge is waived.
12. Loan machine
If you book a loan machine, we send you a tested machine as soon as your machine has arrived with us. If none is available at the time, we tell you and the surcharge is waived. The loan machine remains our property. Treat it with care, remove it from your Cookidoo® account before returning it and send it back complete and cleaned with the enclosed label within 7 days of receiving your own machine. If you damage the loan machine beyond normal wear and tear or do not return it within 14 days of a reminder, we charge the repair costs or the current value of the loan machine.
13. Payment and return shipment
After the repair, we send you the invoice by email. We arrange the return shipment as soon as payment has been received; with TWINT this is immediate. Until payment, we may retain your machine (Art. 895 CC).
If you do not pay despite two reminders and do not get in touch, we may realise your machine once six months have passed since the second reminder. We point out this consequence in the second reminder, which we send you by email and by letter. We set off any proceeds against our claim; we pay out any surplus to you.
14. Warranty on the repair
We give a 12-month warranty on every repair from delivery of the repaired machine. The warranty covers the work carried out and the spare parts fitted. If the same fault recurs or a fitted part fails during this period, we fix it free of charge, including shipping both ways. If the remedy fails, you can demand an appropriate price reduction or a refund of the repair price.
The warranty does not cover other, newly occurring faults, damage caused by dropping, liquids, improper use or third-party interventions, or normal wear of parts we have not replaced.
Please report a defect by email within 14 days of discovering it. The warranty applies in addition to your statutory rights under the contract for work and services and does not restrict them.
Part C · Buy-back
15. Guide price and buy-back request
In the buy-back calculator, you state the model, function, condition and accessories and can upload photos. The price shown is a non-binding guide price based on your details. It is not an offer from us. The AI photo check also only provides a non-binding assessment.
By clicking “Ask without obligation”, you send us a buy-back request. It does not bind either you or us.
16. Preliminary check: we decide whether we buy
We check every request individually, in particular your photos and the faults stated. We decide freely whether we want to buy a machine and may decline requests without giving reasons. If we want to buy the machine, we confirm this by email and send you the postage label and, on request, the box. This confirmation is not yet a purchase contract; the purchase remains subject to the check in the workshop.
17. Check in the workshop and conclusion of contract
By sending your machine, you offer it to us at the confirmed guide price. After receipt, we check function, condition, completeness and serial number, usually within 2 working days.
- If the machine matches your details, we confirm the purchase at the guide price by email. This concludes the purchase contract.
- If the machine differs, we send you a new, binding offer. If you accept it by email, the purchase contract is concluded at this price. If you decline, we send your machine back to you free of charge.
- If we do not buy, we send your machine back to you free of charge. This may still happen after the preliminary check, for example if the machine is locked or still linked to a Cookidoo® account, if the serial number is missing or has been altered, or if its origin cannot be established.
Until our confirmation, you can withdraw your request at any time by email; if your machine is already with us, we send it back to you free of charge. If you do not reply to a new offer within 14 days, nor to a reminder, it is deemed declined and we send your machine back to you free of charge.
18. Your assurances
By sending the machine, you assure us that
- you are the owner of the machine and the accessories or are entitled to dispose of them;
- the machine is free of third-party rights, i.e. for example it is not subject to retention of title and is not leased, rented or seized;
- your details on function, condition and accessories are correct to the best of your knowledge;
- you have removed the machine from your Cookidoo® account and reset it to factory settings.
We may request a proof of purchase or other proof of origin. If we have concrete indications that a machine originates from a criminal offence, we may retain it and report it to the criminal prosecution authorities.
After the sale, you are no longer liable for defects that we could have recognised during our check. You are liable under the statutory provisions for false assurances, intentionally concealed defects and third-party rights.
19. Payout and store credit
We pay the purchase price no later than 2 working days after conclusion of the contract via TWINT or to an account in your name.
If you choose store credit, we increase the amount by the bonus shown in the calculator (currently 10 %). You can redeem the credit when buying a refurbished machine. It is not transferable and does not bear interest. The bonus expires three years after the credit is issued. On request, we will pay out the base amount at any time, in which case without the bonus.
Part D · Sale of refurbished machines
20. Offer and conclusion of contract
Every refurbished machine is a one-off item. We describe the condition, accessories and special features on the product page. The condition grades mean: A like new; B very good, with light marks; C good, with visible marks, technically flawless. We have reconditioned every refurbished machine as described on the product page and electrically tested it to SN EN 50678; the test report is included.
By placing your order, you make a binding offer. The automatic email only confirms receipt of the order. The purchase contract is concluded when we confirm your order by email or ship the machine. If a machine is no longer available despite your order, we inform you immediately and refund any amounts already paid.
If you trade in a machine when buying, we credit its buy-back value plus the store-credit bonus. Part C applies to the machine traded in.
21. Payment and delivery
You pay when ordering using one of the payment methods offered at checkout. We only deliver to addresses in Switzerland, by Swiss Post, usually within 1 to 3 working days of receipt of payment. Shipping is included in the price. We bear the risk of loss and damage until delivery.
22. 14-day home trial
After receipt, you can try your refurbished machine at home for 14 days and cook with it as usual. If it's not right for you, you can return it within this period without giving reasons. We grant this right of return voluntarily; there is no statutory right of withdrawal for online purchases in Switzerland.
Notify us of the return by email within the 14 days. We will send you a return label. Then send the machine back within 7 days, complete, cleaned and well packed, ideally in the original packaging.
We refund the purchase price minus a flat fee of CHF 35 for shipping and reconditioning within 10 days of receiving and checking the machine, via the original payment method. We make no deduction for normal marks from cooking during these 14 days. We only make further deductions if the machine is damaged or heavily soiled or accessories are missing; in that case we deduct the loss in value.
If the refurbished machine is defective, section 23 applies; the flat fee is then not charged.
23. Statutory warranty and guarantee
We give a 12-month warranty on every refurbished machine from delivery. If a defect appears during this period, we repair the machine free of charge or supply you with an equivalent machine, in each case including shipping both ways. If this does not succeed within a reasonable period, you can withdraw from the purchase or demand an appropriate price reduction.
Signs of use that correspond to the stated condition grade are not a defect. Damage caused by dropping, liquids, improper use or third-party interventions and normal wear from use are not covered.
Functions that require a Cookidoo® subscription or Vorwerk services, such as recipes from the internet or software updates, depend on Vorwerk. We cannot accept any liability for them.
Please report a defect by email within 14 days of discovering it. Claims for defects in a refurbished machine become time-barred 12 months after delivery (Art. 210 para. 4 CO).
Part E · Final provisions
24. Changes
We may amend these terms at any time. For existing contracts, the version in force when the contract was concluded applies.
25. Partial invalidity
If any provision of these terms is invalid, the remaining provisions remain valid. The invalid provision is replaced by the statutory provision.
26. Applicable law and place of jurisdiction
Swiss law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). The place of jurisdiction is Zurich. If you are a consumer, you can also bring proceedings at your place of residence, and we will bring proceedings at your place of residence (Art. 32 CPC). If you have questions or problems, please write to us first at info@mixklinik.ch; we will look for a solution together.