Terms and conditions

Version of 24 October 2026. In case of discrepancy, the French version prevails.

1. Seller

The online shop is operated by MSGE Sàrl (ProtectionChat), Rue du Môle 42 bis, 1201 Geneva, Switzerland.
Phone: +41 22 886 00 55 · WhatsApp: +41 76 370 25 83 · Email: contact [at] protectionchat [.] ch
Opening hours: Monday–Friday 8am–6pm, Saturday 9am–12pm. On-site visits by appointment only.

2. Scope

These general terms and conditions apply to all orders placed in the ProtectionChat online shop. By ordering, the customer confirms having read and accepted them.

3. Prices

Prices are in Swiss francs (CHF), including Swiss VAT. Delivery costs are shown before payment. For deliveries outside Switzerland, any customs clearance fees, duties and taxes of the destination country are borne by the recipient.

4. Order and contract

The contract is concluded when the payment is accepted and the order confirmation is sent by email. Made-to-measure products are manufactured according to the dimensions and options chosen by the customer, who is responsible for the accuracy of the measurements.

5. Availability

If a product is unavailable, the customer is informed as soon as possible and may choose to wait or be refunded. MSGE is not liable for delays caused by its suppliers or by circumstances beyond its control.

6. Payment

Payment is made online when ordering, by credit or debit card, TWINT, Apple Pay or Google Pay, through the secure payment provider Stripe. ProtectionChat never has access to card data. For some orders (in particular with installation), a deposit or advance payment may be requested.

7. Delivery

Items in stock are shipped by Swiss Post or carrier within an indicative period of one to two weeks; made-to-measure products may take longer, and the customer is informed accordingly. Delivery to a PO box is not possible. Frames are delivered as kits with assembly and installation instructions.

A visibly damaged parcel must be refused. If damage is found after receipt, the customer sends us the parcel number and photos within 7 days; MSGE then files the claim with the carrier, who decides whether to accept it. If the customer authorised the parcel to be left at the door or in the letterbox, the carrier is not liable for damage.

8. Pickup at the workshop

The customer may choose to collect the order in Geneva by appointment, saving packaging and delivery costs. The customer is contacted when the order is ready.

9. Returns and exchanges

Standard items may be returned within 7 days of receipt, subject to MSGE's prior written approval. They must be intact, complete, unused, in their original packaging and accompanied by the delivery note. Return costs are borne by the customer. The refund is made to the original payment method after the goods have been checked.

Made-to-measure products can be neither returned nor exchanged.

10. Warranty

The warranty covers defects in the materials supplied and runs from the delivery date shown on the invoice, which the customer should keep. Any defect must be reported within 7 days of receipt. Damage resulting from poor maintenance, failure to follow the instructions, misuse or normal wear is excluded.

11. Installation and liability

Customers who install the products themselves do so at their own responsibility; MSGE is not liable for the consequences of an installation that does not follow the instructions. MSGE is not responsible for damage caused by external factors or improper use. Installation by our team is available on quotation.

12. Data protection

Personal data is processed in accordance with our privacy policy.

13. Applicable law and jurisdiction

These terms are governed by Swiss law. The place of jurisdiction is Geneva, subject to mandatory consumer protection provisions.