General Terms and Conditions

1. Scope and Contracting Party

These General Terms and Conditions, hereinafter referred to as "GTC", apply to all orders placed by consumers or entrepreneurs through the online shop of Charlotte’s Choice at www.cc-hh.ch .

The contracting party is:

Montalegria AG

Brand: Charlotte’s Choice

Freudenberg 2

6343 Rotkreuz

Switzerland

Email: support@cc-hh.ch

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly not attributable to their commercial or independent professional activity.

An entrepreneur is any natural or legal person or partnership with legal capacity who acts in the exercise of their commercial or independent professional activity when concluding a legal transaction.

Deviating conditions of the customer will not be recognized unless we have expressly agreed to their validity in text form.

2. Offer and Conclusion of Contract

The presentation of the products in the online shop does not constitute a legally binding offer to conclude a purchase contract, but rather an non-binding invitation to the customer to place an order.

The customer can initially place the desired products in the shopping cart without obligation. Before placing the order, the entered data and the products contained in the shopping cart can be checked and corrected.

By clicking the final order button, the customer submits a binding offer to purchase the products contained in the shopping cart.The order button is labeled with a formulation that clearly indicates the obligation to pay, such as "Buy," "Order with payment obligation," or a similarly clear formulation.

Upon receipt of the order, the customer will receive an automatic confirmation via email. This confirmation of receipt merely documents that the order has been received by us and does not yet constitute acceptance of the offer.

The purchase contract is concluded as soon as we explicitly confirm the order by email, dispatch the goods, or begin the individual production of a personalized product. The first occurring time is decisive.

For payment methods where payment is made immediately during the ordering process, the contract may already be concluded upon successful completion of the payment process, provided this is clearly indicated in the ordering process.

We reserve the right to refuse orders for factual reasons. This applies particularly in cases of:

• lack of availability of a product
• obviously incorrect price or product information
• unsuccessful payment authorization
• justified suspicion of fraud or abuse
• repeated abusive ordering or return behavior
• orders whose execution is unreasonable for us for legal or factual reasons.

Payments already made will be refunded immediately in such cases.

The language of the contract is German.

3. Contract text and input correction

The customer can check and change their entries before submitting the order using the correction options provided in the ordering process.

The order data as well as these terms and conditions will be made available to the customer electronically as part of the order confirmation or in another suitable manner.

The customer is responsible for saving the order confirmation and the contractual documents applicable at the time of the order.

4. Prices and Taxes

The prices stated in the online shop at the time of the order apply.

All prices for deliveries within Switzerland include the applicable Swiss value-added tax, if applicable.

For deliveries to member states of the European Union, the taxes indicated in the ordering process are taken into account. Within the European Union, the recipient generally does not incur any additional customs or import duties, provided that the shipment originates from a member state of the European Union.

For deliveries to countries outside the European Union, additional import duties, tariffs, processing fees, or country-specific taxes may apply. These charges are not collected by us and are to be borne by the recipient. Their amount is determined by the regulations of the respective importing country.

In addition to the product price, shipping costs may apply. The applicable shipping costs will be displayed in the online shop, in these terms and conditions, and at the latest before completing the order in the checkout.

In case of discrepancies, the shipping costs displayed in the checkout immediately before placing the order shall apply.

5. Payment methods and payment terms

The purchase price is due upon conclusion of the contract, unless otherwise stated for the chosen payment method.

Depending on the delivery country and technical availability, the following payment methods are particularly available:

• PayPal
• TWINT
• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Bank transfer.

We reserve the right not to offer certain payment methods for specific orders, delivery countries, or customers.

When paying through an external payment service provider, the contractual and data protection conditions of the respective provider additionally apply.

Bank transfer

If the payment method bank transfer is selected, the invoice amount must be credited to the specified account within seven working days after receipt of the order confirmation.

If no payment is received within this period, we may contact the customer and set a reasonable extension.If payment continues to be outstanding, we are entitled to cancel the order.

For personalized products, production generally begins only after full payment has been received.

Bank details Switzerland

Montalegria AG

Freudenberg 2

6343 Rotkreuz

Switzerland

IBAN: CH53 0027 3273 1783 4601 C

BIC: UBSWCHZH80A

Bank details EUR / Europe

Montalegria AG

Freudenberg 2

6343 Rotkreuz

Switzerland

IBAN: BE05 9676 6976 6875

BIC: TRWIBEB1XXX

Bank: WISE

Rue du Trône 100, 3rd floor

1050 Brussels

Belgium

The customer must use the purpose of use specified in the order confirmation for a bank transfer.

6.Retention of Title

The delivered goods remain our property until the purchase price has been paid in full.

For entrepreneurs, it additionally applies that the goods remain our property until all claims from the ongoing business relationship have been settled in full, as far as this is permissible under applicable law.

7. Delivery and Delivery Address

Delivery will be made to the delivery address provided by the customer during the ordering process.

The customer is obliged to provide a complete and correct delivery address. This includes in particular:

• full name
• street and house number
• postal code and city
• country
• if applicable, company name, apartment number, or further delivery instructions.

Changes to the delivery address after placing the order are only possible as long as the order has not yet been processed or shipped. There is no entitlement to a subsequent change.

If a shipment cannot be delivered due to an address provided incorrectly or incompletely by the customer, a refusal of acceptance, or a shipment not picked up in time, and it is returned to us, the customer may be charged for the actual additional shipping and return costs incurred, provided that the customer is responsible for the unsuccessful delivery.

The customer may request a reshipment against payment of the shipping costs incurred. Legal rights of withdrawal and warranty remain unaffected.

If the customer receives an incorrect or incomplete item, our customer service can be contacted at support@cc-hh.ch.Please provide the name, order or invoice number, and a brief description of the problem as much as possible.

8. Shipping Conditions

Shipping within Switzerland

• CHF 9.50 for shipping via A-Post
• CHF 7.50 for shipping via B-Post
• CHF 3.70 for suitable letter shipments up to 0.1 kg.

For an order value of CHF 150.– or more, shipping within Switzerland via B-Post is free of charge.

Shipping is generally done with Swiss Post.

The processing time for in-stock products is usually one to two working days.

After handover to the shipping service provider, the usual delivery time is:

• A-Post: one working day
• B-Post: two working days.

The specified times are regular processing and transit times.Delays by the shipping service provider cannot be completely ruled out.

For personalized products and custom-made items, the production times specified for each product and the regulations in Section 8 of these terms and conditions apply.

Shipping to Germany

• € 5.95 for parcel shipments up to 0.7 kg
• € 7.95 for parcel shipments over 0.7 kg
• € 3.70 for suitable letter shipments up to 0.1 kg.

For orders with a value of € 150. – shipping to Germany is free of charge.

Depending on stock availability and production location, shipping is carried out from our shipping warehouse in Germany or directly from our production in Mallorca, Spain.

Parcel shipments within Germany are generally delivered by DHL.Shipments from Spain can initially be transported by Correos, the Spanish Post, and subsequently handed over to DHL or another responsible shipping service provider.

As far as available for the respective shipment, the customer will receive a tracking number.

The processing time for in-stock products is usually two to six business days.

After handover to DHL or the responsible shipping service provider, the usual delivery time within Germany is one to two business days.

For personalized products and custom-made items, the production times specified for the respective product as well as the regulations in Section 8 of these GTC apply.

Shipping to other EU countries

• € 12.95 for parcel shipments
• € 3.70 for suitable letter shipments up to 0.1 kg.

For an order value of € 150. – shipping is free of charge.

Depending on stock availability and production location, shipping is carried out from our shipping warehouse in Germany or directly from our production facility in Mallorca, Spain.

Parcel shipments are generally sent with DHL or another suitable shipping service provider. Shipments from Spain may initially be transported by Correos and then handed over to the shipping service provider responsible for the destination country.

As far as available for the respective shipment, the customer will receive a tracking number.

The processing time for in-stock products is usually two to six business days.

After handover to the shipping service provider, the usual delivery time depends on the destination country and is three to seven business days.

For personalized products and custom-made items, the production times specified for each product apply, as well as the regulations in section 8 of these terms and conditions.

Personalized products and custom-made items

Personalized products as well as custom-made items are manufactured individually according to the specifications provided by the customer. Therefore, they are generally not available from stock.

The production time usually takes two to four weeks, unless a different production time is specified for the respective product.

The production time is followed by the shipping time applicable to the respective destination country.

The production time begins only when:

• the order has been fully received by us
• the payment has been made, if advance payment has been agreed
• all necessary information for the production is complete
• any required inquiries or approvals have been clarified.

Missing, unclear, or contradictory information from the customer may lead to a corresponding extension of the production time.

Orders that contain both personalized and in-stock products will generally be shipped together after the personalized product is completed.

If in-stock items are already available in another shipping center, we can send them in a separate shipment in advance. This will not incur any additional shipping costs for the customer.

Personalized Patches

Personalized Patches can be manufactured and shipped separately.

Products ordered together with a personalized patch can be shipped according to the regular processing and delivery times. The personalized patch will be sent separately by mail after completion.

This does not incur any additional shipping costs for the customer.

General processing and delivery information

The processing time begins upon receipt of the order. In the case of agreed advance payment, it only begins with the complete receipt of payment.

Working days are considered to be Monday to Friday, excluding public holidays at the respective processing, production, or shipping location.

Saturdays, Sundays, and public holidays are not taken into account when calculating processing and production times.

The delivery times specified with the product, at checkout, or in these terms and conditions apply unless a different delivery time has been expressly agreed upon.

Partial deliveries are permissible as long as they are reasonable for the customer. A partial delivery initiated by us does not incur any additional shipping costs for the customer.

If an ordered product is not available or if delivery is significantly delayed, we will inform the customer as soon as possible.

In the case of a merely temporary delay, the contract remains in effect. The customer's statutory rights due to delivery delays remain unaffected.

If unforeseeable events occur after the conclusion of the contract, over which we have no reasonable influence, processing, production, and delivery times may be extended appropriately. This may particularly include:

• Operational disruptions
• Strikes
• Official measures
• Natural events
• Extraordinary traffic or weather conditions
• Supply bottlenecks with suppliers
• Delays with customs or shipping service providers.

We will inform the customer about significant delays. Mandatory statutory rights remain unaffected.

9. Right of Withdrawal Information

Right of Withdrawal

Consumers have the right to withdraw from this contract within fourteen days without giving any reason.

We grant this right of withdrawal to consumers in accordance with the following provisions even if there is no general statutory right of withdrawal for online purchases under the mandatory applicable national law.

The withdrawal period is fourteen days from the day on which the consumer or a third party designated by him, who is not the carrier, has taken possession of the goods.

If multiple goods are ordered in a single order and delivered separately, the withdrawal period begins on the day on which the consumer or a third party designated by him has taken possession of the last item.

To exercise the right of withdrawal, the consumer must inform us of their decision to withdraw from the contract through a clear statement.

The withdrawal is to be addressed to:

Montalegria AG

Brand: Charlotte’s Choice

Freudenberg 2

6343 Rotkreuz

Switzerland

Email: support@cc-hh.ch

The withdrawal can be declared, for example, by letter or email.

Additionally, the withdrawal form provided on our website can be used:

https://cc-hh.ch/pages/vertrag-widerrufen

The use of the form is not mandatory.

To meet the withdrawal deadline, it is sufficient that the notification of the exercise of the right of withdrawal is sent before the withdrawal period expires.

10.Exclusion of the right of withdrawal for personalized products

The right of withdrawal does not exist for contracts for the delivery of goods that are not pre-manufactured and for which the production is significantly determined by an individual choice or specification by the consumer or that are clearly tailored to the personal needs of the consumer.

This includes in particular:

• Products with individual names or text
• Products with individual phone numbers
• personalized patches
• custom-made items
• special sizes
• individually configured color combinations, provided that these are specifically manufactured for the customer
• Products that are manufactured according to measurements or specifications provided by the customer.

The exclusion of the right of withdrawal applies regardless of whether the goods have already been fully completed at the time of the withdrawal declaration.

The statutory rights of the customer in the event of defects or a deviation from the order remain unaffected.

11. Voluntary cancellation of personalized orders before production begins

Regardless of the exclusion of the statutory right of withdrawal, we voluntarily allow the customer to cancel personalized products as long as production has not yet started.

The cancellation request must be sent as soon as possible by email to support@cc-hh.ch.

A cancellation is only possible if we confirm that production has not yet started.

As soon as material is individually cut, printed, embroidered, labeled, engraved, sewn, assembled, or otherwise customized, production is considered to have begun.

After production has begun, there is no right to cancel or return a non-defective personalized product.

This voluntary cancellation option does not constitute an additional statutory right of withdrawal.

Payments already made will be refunded in the case of a confirmed cancellation via the originally used payment method, unless otherwise agreed.

12. Consequences of Withdrawal

If the consumer effectively withdraws from the contract, we will refund all payments received in connection with the goods affected by the withdrawal.

In the event of a cancellation of the entire order, we will also refund the costs of the cheapest standard delivery offered by us.

Additional costs incurred because the customer chose a delivery option other than the cheapest standard delivery offered will not be refunded.

In the case of a cancellation of only part of the order, original delivery costs will only be refunded to the extent that they would have been lower without the canceled items.

The refund will be made without delay and no later than fourteen days from the day on which the cancellation notice was received by us.

For the refund, we will generally use the same payment method that was used for the original transaction. An exception applies only if a different refund method has been explicitly agreed upon and no costs are incurred by the customer as a result.

We can refuse the refund until we have received the goods back or the customer has provided proof that they have sent the goods. The earlier time is decisive.

The customer must return or hand over the goods without delay and no later than fourteen days from the day they informed us of the cancellation.

The deadline is met if the goods are sent before the fourteen-day return period expires.

The customer bears the direct costs of the return shipment.

Returns that are not prepaid or insufficiently stamped do not have to be accepted by us. Any additional costs incurred may be charged to the customer or offset against the refund amount, as far as legally permissible.

The customer is requested to contact support@cc-hh.ch before returning the item, so that the appropriate return address for their delivery country and specific order can be communicated. Prior contact is not a prerequisite for the effective exercise of the right of withdrawal.

13. Inspection of the Goods and Compensation for Value

The customer may inspect the goods to the extent that this would also be possible and customary in a retail store.

For dog collars, harnessess, leashs, and comparable dog equipment, this particularly means that the goods may be carefully fitted on a clean dog and checked for size, fit, and basic handling.

The goods may not be used for mere inspection in outdoor areas, during walks, training, play, in water, or in any other practical use.

The customer is only liable for a loss in value if this loss in value is attributable to handling of the goods that is not necessary for the examination of their nature, characteristics, and functioning.

A relevant loss in value may particularly exist if a returned product:

• is dirty
• has pet hair or strong odors
• shows visible signs of use
• has been used outdoors
• has scratches, abrasions, or damages
• has been washed or treated with care products
• is returned incomplete
• can no longer be sold as new.

Whether and to what extent compensation for value is owed depends on the specific condition of the goods and the applicable legal provisions.

This regulation does not restrict the right of withdrawal, but merely explains when a loss of value may have occurred due to handling beyond the permissible examination.

We recommend measuring the dog carefully according to our measuring instructions before placing the order to avoid unnecessary returns.

14. Sample Withdrawal Form

If you wish to withdraw from the contract, you can fill out this form and return it to us.

To:

Montalegria AG

Brand: Charlotte’s Choice

Freudenberg 2

6343 Rotkreuz

Switzerland

Email: support@cc-hh.ch

Hereby I/we revoke the contract concluded by me/us for the purchase of the following goods:

Ordered on:

Received on:

Name of the consumer(s):

Address of the consumer(s):

Date:

Signature of the consumer(s), only in case of notification on paper:

15. Statutory liability for defects and warranty rights

The statutory warranty and liability rights of the applicable mandatory law apply.

No additional voluntary manufacturer’s warranty or durability guarantee is granted unless expressly and separately promised for the respective product.

The statutory rights of the customer are not limited by product descriptions, care instructions, or the following notes on normal wear and tear.

A defect is particularly present if the goods do not have the agreed quality at the time of delivery, are not suitable for the contractually intended use, or do not correspond to the order.

The customer is requested to report recognizable defects as soon as possible after their discovery via email to support@cc-hh.ch.

For a quick review, the following information should be provided if possible:

• Customer's name
• Order or invoice number
• Description of the defect
• Date of discovery
• meaningful photos or videos.

The submission of photos serves to expedite processing.Mandatory legal rights may not be rejected solely because no photos have been submitted.

In the case of justified claims for defects, repair, replacement delivery, price reduction, withdrawal, or refund shall be governed by the applicable legal provisions.

16. Handmade Products and Minor Deviations

Many products from Charlotte’s Choice are handcrafted.

Craft-related minor deviations between individual products are possible and do not constitute a defect, provided that:

• the agreed function is not impaired
• the safety of the product is not compromised
• the deviation is reasonable for the customer
• the contractually agreed quality is essentially maintained.

Possible minor deviations may particularly concern:

• Seams and stitch patterns
• Positions of individual seams
• Material structure
• Surface appearance
• Color nuances
• Shape and folding of edges
• Positioning of fittings
• minor dimensions or lengths.

In custom-made products, minor dimensional deviations may occur due to handcrafted production. A deviation only constitutes a defect if it exceeds a usual artisanal tolerance or significantly impairs the agreed fit or function.

17. Product images and color representation

Product images serve to represent the offered goods as realistically as possible.

Colors may vary depending on:

• Screen type
• Device settings
• Brightness
• Color calibration
• Lighting conditions at the time of capture
• Material batch
• Surface texture

slightly from the actual delivered product.

Such technically or materially unavoidable color deviations do not constitute a defect, provided that no specific color accuracy has been expressly agreed upon and the deviation is reasonable for the customer.

Decorations, dogs, tags, or other items shown in product images are only included in the delivery if this is expressly stated in the product description.

18.Normal wear and usage-related changes

Dog equipment is subjected to mechanical stresses, tensile forces, friction, moisture, dirt, and weather influences during intended use.

Normal, age-related or usage-related wear does not constitute a defect.

These may include:

• Scratches and superficial marks on buckles, rings, and metal parts
• Wear on edges or frequently stressed areas
• Changes or wear of coatings
• Minor material deformations
• Changes in material texture
• Fading of color intensity
• Color changes due to UV radiation
• Changes due to moisture, dirt, or friction
• Minor gloss or matting changes
• Normal signs of use on leashand connecting elements.

No defect exists if the change is caused by improper use, lack of care, an accident, excessive stress, contact with sharp-edged objects, or chewing by the dog.

In particular, no collar, harness and no leash are suitable as chew toys. Damage caused by biting or chewing does not constitute a material or manufacturing defect.

The statutory rights of the customer remain intact if damage is based on a material, manufacturing, or design defect that was already present at the time of delivery.

19. COBRA® buckles and KONG components

For products with anodized or coated COBRA® buckles from AustriAlpin as well as buckles or components from KONG Italy, slight color and surface deviations may occur between individual parts.

Deviations may particularly arise from different:

• production batches
• materials
• coating processes
• surface structures
• angle of incidence of light

occur.

With regular use, surface scratches, abrasion, or changes to the coating may occur on anodized, painted, or coated metal parts.

Such purely optical changes do not constitute a defect, provided that:

• functionality is maintained
• security is not compromised
• there is no material or manufacturing defect present at the time of handover.

The designations COBRA®, AustriAlpin, and KONG Italy are trademarks or manufacturer designations of the respective rights holders.

20. Care and safety instructions

The customer must observe the care, usage, and safety instructions provided with the product.

Dog equipment must be checked for damage and secure fit before each use. This applies in particular to:

• seams
• buckles
• closures
• rings
• carabiners
• adjustable parts
• straps and connection points.

Damaged or heavily worn products must not be reused.

The customer is responsible for selecting the appropriate size, making the correct adjustments, and using the product as intended.

No product can replace proper supervision of the dog.

leashCollars and harnesses are not bite-proof. They should be stored out of reach so that the dog cannot chew on them.

As far as specific weight recommendations, load limits, or usage restrictions are indicated for individual products, these must be observed.

Statutory claims due to incorrect or insufficient product information remain unaffected.

21. Liability

We are fully liable for damages caused intentionally or through gross negligence by us, our legal representatives, or agents.

We are also fully liable:

• for damages resulting from injury to life, body, or health
• for fraudulent concealment of a defect
• for assuming an expressly agreed warranty
• according to mandatory provisions of product liability law
• in all other cases where a limitation of liability is legally impermissible.

In the case of slight negligence in the breach of a significant contractual obligation, we are liable for the typical contractual damage that was foreseeable at the time of the conclusion of the contract.

Essential contractual obligations are those obligations whose fulfillment enables the proper execution of the contract and on whose compliance the customer can regularly rely.

Furthermore, liability for slight negligence is excluded, as far as this is legally permissible.

The above liability limitations also apply in favor of our legal representatives, employees, and vicarious agents.

The liability regulations do not limit mandatory statutory consumer rights.

22. Data Protection

Information on the processing of personal data is included in our currently applicable privacy policy.

The privacy policy is available on our website.

As far as external payment or shipping service providers are used for the execution of an order, the personal data required for contract processing may be transmitted to these service providers.

23. Communication

Contract-related communications may occur via email.

The customer is obliged to provide a valid email address and to ensure that emails sent by us can be received.

The customer should particularly check whether order confirmations or shipping information have been blocked by spam filters.

Changes to the email address or other contact details relevant to contract processing should be communicated to us as soon as possible.

24.Applicable Law

Swiss law applies to all legal relationships between the customer and Montalegria AG, excluding the United Nations Convention on Contracts for the International Sale of Goods, CISG or UN Sales Law.

This choice of law applies to consumers only insofar as it does not deprive the consumer of the protection of mandatory provisions of the state in which they have their habitual residence.

Mandatory national and European consumer protection regulations remain unaffected.

25. Jurisdiction

For consumers, the statutory jurisdiction regulations apply.

A consumer is not obliged by these GTC to waive a legally mandated jurisdiction at their place of residence.

For entrepreneurs, legal entities under public law, or public law special assets, the exclusive place of jurisdiction, as far as legally permissible, is the registered office of Montalegria AG in Rotkreuz, Switzerland.

We are entitled to sue entrepreneurs at their general place of jurisdiction.

26. Final provisions

If individual provisions of these GTC are wholly or partially ineffective or unenforceable, the remaining provisions shall remain unaffected.

In place of an ineffective provision, the applicable statutory provisions shall apply.

Individual agreements between us and the customer take precedence over these GTC. They should be documented in text form for evidentiary reasons.

The version of these GTC published at the time of the order shall apply.

Status: July 2026