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.<\/p>\n
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<\/a> portal confirms.<\/p>\n 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.<\/p>\n Do you also sell into the EU?<\/p>\n 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.<\/p>\n<\/div>\n The warranty for defects.<\/strong> 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.<\/p>\n The information in your shop.<\/strong> 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.<\/p>\n A good returns policy can be read in a minute. Here is what it should contain:<\/p>\n Who pays for what<\/p>\nWhat is always mandatory<\/h2>\n
What to put in your terms: the checklist<\/h2>\n
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