Hey!

I've done my first purchase over Ricardo and I really don't know how it works and I can't find anything about returns on their site. I don't speak German, and I'm using a translator.

The thing I bought something over Ricardo —a two sets of castors for office chairs—and when I receive them I realize that for at least one chair —an IKEA chair—are useless since they side of the steam is 1 mm off. I thought I measure correctly and I didn't. I really like the castors and I trying to figure out if I can adapt them somehow.

Anyway, I also asked the seller if there is a possibility to return at least one set and they seem not really keen to the idea. They are offering to return part of the cost —⅓— and keep the item. I don't know if it's a really good deal.

However, I don't know if they have any obligation of returning my money if I return the good/s and of course I bear the cost of shipping. Does anyone know? If so, for how much time?

PS/ I know that in the EU there is a period when you can return your product to a store if you don't like it and if you haven't use it. I don't know if in Switzerland is the same and / or Ricardo has any similar policy.

Thanks!

PS/ I'm really thinking on taking the deal, but I would like to know which are my rights for future reference.

Ricardo is like Ebay, it's a marketplace not a distributor or a seller.
Unless the seller sent you the wrong item or its defective (see the link below), you're on your own.

https://help.ricardo.ch/hc/de/articl...ng-ab-was-nun-

There's no right unless something is not as described or damaged or the seller offers returns. The fact that they've offered you something makes me think that maybe they do accept returns. Often sellers will offer you a discount for you to keep the items so they don't end up losing money on the deal.


This part "since they side of the steam is 1 mm off." I don't understand.

The general rules in Switzerland: No return period for goods bought online or in stores. This in contrast to the EU were a return period for goods bought online exists.

Furthermore, even in the EU there would by no return right for used goods sold by private individuals wich are non-defective and according the description.

Goods also need to be fit for purpose. I'm unclear on the 1mm thing but is the OP saying they can't use the goods for the purpose intended?

Take a look at this summary of EU Consumer Rights directive in english provided by Ebay Germany:

https://www.ebay.de/help/selling/sel...ations?id=4839

On the private vs. commercial distinction, some countries have a wider view of commercial to include an eBay (or equivalent platform) seller who frequently sells on a platform as a commercial seller.

On the 30% off, this shows a willingness to work with you. Proceed accordingly based on what best works for you. Sometimes I've been willing to pay a small restocking fee to effect a return.

Just as an aside. When I was returning some things to Interdiscount I read that if you go into a shop and a member of staff advises you and you buy something, you then have a right to return that product within a period of time. If you don't speak to a shop-assistant then you don't have that right.

"I thought I measure correctly and I didn't."

Not the seller's fault then.

Tom

Ricardo is nothing like Ebay. Ebay has buyer and seller protections and you can return pretty much anything on Ebay. Ricardo has nothing in the way of security or guarantee (unless recently changed). If instead of casters you would have received a box of potatoes Ricardo would not lift a finger to rectify. There is no mechanism to dispute the false advertisement or item not received.
Ricardo cannot be bothered with anything other than taking their cut of the profit.

I really don't know how really works in Switzerland, but that's really weird. Does the associated give you some kind of paper to proof that they have spoken to you about the matter. What if they talk to you before, you leave the store to ponder about it, and then return and buy right away… I dunno… but looks to me like a really stupid rule.

Yeah, but I wasn't asking the seller bear the shipping cost of the goods back to them. However, I still think that even if I don't measure correctly I have the right to return since perhaps I've change opinion after seen the goods in real life.

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To all the others, thanks a lot for your answers! they are really clarifying. Which I get is that Ricardo has a really low buying protection, so I have to really double check when buying there.

Yes, you've understood the central point. That's exactly it! This general principal applies to all contracts in Switzerland. Buying and selling is like a contract, even though you have not signed a formal document.

Each party to the contract (including, but not only, buying and selling) has the full responsibility to double check each aspect of the transaction. That's why one should never sign a contract (or enter a deal) without having done your research and understood what the consequences will be.

In general, Switzerland does not use "cooling off" periods, after the contract has been entered into. Once you enter into a deal, you are regarded as bound by the Terms and Conditions.

The usual way to exit contracts of all sorts is to fulfil all of your responsibilities, which may include giving notice, or paying a leaving penalty.

Welcome to Switzerland. I liked the way you asked the question politely, and commend you for for taking on the explanations and advice you were given.

I never had any issue to occasionally bring back a product to the physical store in Switzerland. Ricardo.ch doesn’t offer you the same level of service as you will find in a store, at the end it is between you and the seller to find a compromise.

With respect, no it isn't.

JSOU - that is great news. However, legally in Switzerland, unless clearly stated at the time of purchase- you have not right to bring anything back to a store for refund unless it is clearly faulty. If you measure wrong, changed your mind, etc- the store is totally within their right to refuse, or insist on exchange.

A small correction - it doesn't have to be clearly faulty as such, it has to be not fit for purpose or not as described.

So for example, if something has the wrong measurements on the box they can't just say "yes, but it works doesn't it?"

Not fit for the advertised purposes. The buyers own imagination what the good might good for does not count. If you buy a frying pan and it is not suitable as a tennis raquette this is not the sellers fault, accordingly no return right.

Great example- you made me giggle, thanks

Unless you are a top rank player, in which case maybe you could show them this article:

Andy Roddick could beat an average player with a frying pan

And if this scenario isn't a good EF Complaint thread topic I don't know what is

"two sets of castors for office chairs—and when I receive them I realize that for at least one chair —an IKEA chair"

For IKEA office furniture it's advisable to buy the castors from them, then you can be assured they will fit

I try to clarify the general 'Consumer Protection' that exist on paper in Europe.
There is No consumer protection and there is no mechanisms to enforce consumer rights outside of the court.
1. At your disposal, you have multiple regulations that you can poor over online.
2. To help you understand your rights there are multiple government offices that would send you papers via post or e-mail.
3. All countries have their own specific websites developed (in local language only) to aid you in killing time.
4. You can talk on the phone with Consumer Protection office of your choice and receive valuable advice on your rights.
5. You can fill out a form online or on paper , if that makes you feel better.
6. You can leave the company really angry feedback online.

At the end of the day, if business feels they are entitled to your money regardless of product quality or false advertisement you will be screwed.

The only real enforcement of consumer rights is available to all via court system: Hire a lawyer, pay a steep fee to the court just to start your case and then Good Luck.

Yeah.. the problem I don't like those castors because they scratch my floors.

Thanks a lot for your explanation!