Faulty goods, no refund · Switzerland

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, Stiftung für Konsumentenschutz (SKS) (konsumentenschutz.ch) is the consumer body in Switzerland that advises and mediates. For a seller in another EU country, SECO — Unlauterer Wettbewerb (seco.admin.ch) handles it for free. The last step is Friedensrichter / Schlichtungsbehörde — the dispute board or small-claims route.

Switzerland is not in the EU: a two-year warranty under CO art. 210, but no 14-day right of withdrawal for online purchases — only if the shop offers it.

Call firstStiftung für Konsumentenschutz (SKS)

Report toSECO — Unlauterer Wettbewerb

If that failsFriedensrichter / Schlichtungsbehörde

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
Ask Stiftung für Konsumentenschutz (SKS)They confirm what you can demand and often write to the seller for you.
Cross-border? SECO — Unlauterer WettbewerbThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
Escalate to Friedensrichter / SchlichtungsbehördeA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Stiftung für Konsumentenschutz (SKS)Advice, template letters, complaints deskWhen the seller refuses🔗 www.konsumentenschutz.ch

SECO — Unlauterer WettbewerbReport unfair business practicesFor misleading ads, subscription traps, fake shops🔗 www.seco.admin.ch/seco/de/home/Werbe_Geschaeftsmethoden.html

Friedensrichter / SchlichtungsbehördeMandatory conciliation before court, cheapSimplified procedure up to CHF 30,000🔗 www.ch.ch/de/gerichte

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

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📦 The shop refuses to repair, replace or refund — who helps?