A customer writes: “I’ve changed my mind, I have 14 days to send it back.” In Switzerland, in most cases, that isn’t true. But if your terms say nothing about it, you lose the argument anyway: with the customer and in the reviews.
The 14-day right of withdrawal is not mandatory in Switzerland
The 14-day right of withdrawal for online purchases is a European Union rule. In Switzerland there is no general right to return an online purchase just because you have changed your mind, as the ch.ch portal confirms.
So it is up to you whether to allow voluntary returns, within how many days and on what conditions. The only thing that matters is writing it down clearly.
Do you also sell into the EU?
If your shop explicitly targets EU customers (prices in euros, delivery in the EU, language and domain designed for them), their country’s rules may apply, including the 14-day withdrawal right. In that case, get advice from a lawyer.
What is always mandatory
The warranty for defects. Voluntary returns and the warranty are two different things. The warranty covers defects present at delivery (articles 197 and following of the Code of Obligations). For new goods sold to consumers the period is two years; for second-hand goods it can be reduced to one year.
The information in your shop. The Unfair Competition Act requires online sellers to state clearly who they are and how to contact them, the steps to complete an order, how to correct input errors, and to confirm the order electronically straight away.
What to put in your terms: the checklist
A good returns policy can be read in a minute. Here is what it should contain:
- Whether you accept voluntary returns and for how many days, counted from delivery, not from the order.
- What condition the product must come back in: original packaging, labels, no signs of use.
- What is excluded: made-to-measure products, food, hygiene items, gift vouchers.
- Who pays for return shipping.
- How to request a return: email, form, customer account.
- How quickly you refund, for example “within 5 working days of checking the product”.
- How you refund: with the same payment method, or with a voucher.
- The warranty for defects, in a separate section, so it isn’t confused with voluntary returns.
Who pays for what
| Reason for return | Price | Shipping |
|---|---|---|
| The customer changed their mind (if you accept returns) | Refunded | According to your terms |
| Faulty product | Refunded, repaired or replaced | At your expense |
| You got the order wrong | Refunded | At your expense |
One sentence that prevents half the arguments
“We accept returns within 14 days of delivery for unused products in their original packaging. Refunds are made to the same payment method within 5 working days of receipt.” Clear, measurable, easy to find.
Keep the version the customer accepted
Terms change over time. In a dispute, what counts is the version the customer accepted when ordering, not the one published today. Save a dated copy of your terms every time you change them, and document returns, warranty and withdrawal from the moment of purchase.
Refunds in practice
Customers judge your shop by how quickly they get their money back, too. With 1pay.ch you refund straight from the transactions dashboard: find the payment, choose the amount, full or partial for the methods that allow it, and confirm. The money goes back to the card, to TWINT or to whatever method the customer used. You don’t need to ask for their IBAN or make a manual transfer.
Every refund is recorded with date and amount next to the original payment, and you will find it in the export for your accounts.
Before Black Friday
The weeks between the end of November and Christmas bring the most orders, and the returns arrive in January. Reread your terms now, put them in a clearly visible link in the checkout and in the confirmation email, and try the whole process once yourself: request, return, refund.
Want a hand with your shop?
Call or message us: we will show you how refunds and reports work in the 1pay.ch dashboard.
Phone +41 91 857 47 37 · WhatsApp +41 79 857 47 37 · info@1pay.ch
Refunds in a few clicks
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This article provides general information and is not a substitute for legal advice on your situation.
