Do I have to exchange goods after Christmas that I didn’t like as gifts, for example?
In principle, you don’t “have to” – you have no legal obligation to do so. Anyone who purchases from your store cannot and should not count on the possibility of automatically exchanging or returning merchandise. But: Of course, when paying, you will often be asked about a possible exchange after Christmas.
Is correct. People often ask about a 14-day return policy. When does this apply?
A 14-day returns period only exists in online retail – there is no such period in stationary retail.
Why do two different regulations apply here?
The legislator explains it like this: those who buy online cannot actually “inspect” the merchandise, unlike what happens when they buy in a local store. Therefore, at least 14 days’ notice is given to terminate the contract.
But even if I’m under no obligation to return it, customers generally expect it. How should I deal with this?
It is important that you define your rules for exchanges and returns and disclose them to customers.
What is the best way to do this?
First, think about how you want to handle exchanges and returns.
What options are there – do you have any examples for me?
Naturally! For example, the merchandise must be in the original packaging and the receipt must be presented for exchange or return. Or that seasonal products cannot be exchanged or returned. You can also exclude exchanges and returns on discounted products.
Can I also limit the time in which unwanted gifts can be exchanged or returned?
Yes, you could, for example, set the deadline until mid-January – this gives customers enough time to see the Christmas gifts and, if necessary, decide to exchange them.
Should I really refund the money that was paid for the goods?
Here too, you can decide for yourself: options range from exchanging it for another product to issuing a voucher or returning the product with a refund of the purchase price. A voucher has the advantage that at least the sales remain with your company.
Well, now I know which rules to choose for exchanges and returns. How can I communicate this to my customers?
You can add a note to invoices or place an easy-to-read sign at the cash register. For example, an essay could be as follows: “For purchases made from December 1, 2023, exchange (merchandise or credit note) is possible until January 15, 2024! Except seasonal decorative items.” This last addition is important if you don’t want Christmas decorations returned or exchanged in January. You can also base the right to exchange on a specific value: “This only applies to goods with a retail price of 30 euros or more”.
These answers are examples of questions frequently asked of WKNÖ experts. Specific information can be discussed with the WKNÖ experts at the district office in individual cases.
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