The rules for exchanges and returns
business
The days immediately after Christmas are often dominated by exchanges and returns: Because many gifts die under the Christmas tree, do not fit or have been given away twice. However, there are different rules for online and offline purchases.
Exchanging or returning purchased goods is not legally guaranteed, says consumer advocate Bettina Pichler from the Salzburg Chamber of Labor: “Unfortunately, there is no return or exchange right in stationary retail – if I buy it in the normal way. That is not anchored in law. “
Exchange in shops voluntary, on goodwill
Nevertheless, there is an exchange option in many companies, adds Pichler: “You have to look here to see whether something is noted on the invoice that I have the option of exchanging within a certain period of time. The big retail chains have most of them, while the smaller ones don’t. But if I don’t have any evidence that I can return or exchange something, it is unfortunately not legally possible. “
However, there are restrictions for such an exchange in the store, according to Pichler: “Since a fair return by the dealer is entirely voluntary, it is of course actually in fact to return the goods in the original box, completely undamaged, ideally not unpacked at all. If it is withdrawn here, I must of course expect that I will have to make do with a voucher or that my money will not get the full price back. “
A 14-day right of withdrawal is legally anchored online
In contrast, the situation is different for goods ordered online, says the consumer advocate. I usually have to do this from receipt of the goods – in writing and preferably by registered mail. Because of course I also have to prove that my letter of resignation has arrived there – with the seller. I can then send my product back and get my money back. “
However, this return is difficult to add to computers, software, sound or video recordings to which seals are attached. There are also exceptions to the right to exchange for leisure services: “This is a very large area – it also includes, for example, any concert events or travel bookings. There is not an automatic 14-day right of withdrawal for everything. You have to look carefully: When can I resign? “