Can I exchange or return goods in Austria?
It depends — there is no general right to swap goods. If a shop exchanges a flawless item because you've changed your mind, that's voluntary goodwill. But if the item is defective, the statutory warranty (Gewährleistung) applies: 2 years from handover, with the seller obliged to repair or replace free of charge; only if that fails do you get a price reduction or your money back. For online purchases you also have a 14-day right of withdrawal with no reason needed. In a physical shop there is no such cooling-off period. In short: no swapping on a whim, but 2 years' warranty for faults and 14-day withdrawal online.
📋 The rules
- No statutory right to swap fault-free goods
- Warranty: 2 years from handover
- First repair/replacement, then money back
- Online: 14-day withdrawal with no reason
- In store: no change-of-mind return right
🔓 Exceptions
- Custom-made and hygiene items: no online withdrawal
- Goodwill exchanges are voluntary and can carry conditions
- A maker's guarantee can offer more, never less than 2 years
⚠️ Penalties & fines
There's no administrative fine — this is civil law. If a trader refuses a valid warranty claim, you enforce it if necessary at the district court, with support from the Chamber of Labour or consumer body. The warranty is mandatory and cannot be excluded against consumers. Beware a myth: "I can return any item within 14 days" is false — the no-reason 14-day withdrawal applies only to online and distance buying; in a normal shop there's no return right at all without a defect. Tip: keep the receipt and packaging, and clearly distinguish warranty (a fault) from a voluntary guarantee.
📎 Official sources
- Chamber of Labour · no right to exchange →
- oesterreich.gv.at · warranty →
- Chamber of Labour · withdrawal from contract →
❓ Frequently asked
Do I have a right to exchange goods?
No, there is no statutory right to exchange fault-free goods. If a shop swaps an item because you don't like it, that is voluntary goodwill and may be tied to conditions such as a receipt or a time limit.
What does the warranty cover?
The warranty applies to defects and runs for two years from handover. The seller must first repair or replace the item free of charge. Only if that fails can you demand a price reduction or unwinding of the purchase.
Can I send back something bought online?
Yes. For online and distance purchases you have a 14-day right of withdrawal with no reason needed. Exceptions include custom-made items, sealed hygiene goods once opened, and quickly perishable goods.
Does the 14-day return also apply in store?
No. The 14-day withdrawal applies only to distance and off-premises purchases, mainly online. For in-store purchases there is no return right without a defect, though the trader may take goods back voluntarily as goodwill.
What's the difference from a guarantee?
The warranty is a statutory right for defects and cannot be excluded against consumers. A guarantee is voluntary from the maker or trader and can offer more on top, but never less than the two-year warranty.
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