In Switzerland, a cancellation right exists only if the seller decides to offer it. If it does, then the online store must explicitly display the relevant conditions.
Swiss law does not provide for any right to change your mind and return a product following an online purchase. E-commerce traders can provide for such a right, but are not required to do so. If they do so, the following information must be clearly stipulated in the general terms and conditions:
- Existence of the cancellation right
- Cooling-off period
- Terms of the cancellation right
Providing for a cancellation right and stating it explicitly also reassures customers and instills confidence at the time of purchase. However, the company must set up a logistics process for accepting product returns from customers.
Unlike Switzerland, the EU provides for a right of cancellation without having to justify the reasons. The buyer must state, ideally in writing, that they want to return the product. The maximum period is 14 days after delivery of the goods. The seller must then refund the buyer within 14 days of receipt of the cancellation.