Go Back   English Forum Switzerland > Help & tips > Other/general  
Reply
 
Thread Tools Display Modes
  #1  
Old 05.02.2019, 21:24
Newbie 1st class
 
Join Date: Sep 2017
Location: Zurich
Posts: 14
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
PedroCZ has no particular reputation at present
Return of faulty goods - warranty process

Hi all,

Do you know what the law is about the return of faulty goods within the warranty period? My situation is that I have ordered clothing from https://www.bergfreunde.de/ that I then returned after around 9 months (24 months warranty period) as it had a defect.
My questions are:
1) First of all, I assume since the goods were ordered from this German store, German law would apply in this case, right?

2) Do you know how long they have by law until they need to process the return? Is there any period given by law? From what moment is it counting? And what happens if this period is exceeded? Do I then have right for a full refund?

Anybody able to advise, please? Thank you.
Reply With Quote
  #2  
Old 05.02.2019, 21:26
Forum Veteran
 
Join Date: Jan 2019
Location: close to the frontier
Posts: 738
Groaned at 89 Times in 58 Posts
Thanked 355 Times in 227 Posts
Clocker is considered knowledgeableClocker is considered knowledgeableClocker is considered knowledgeable
Re: Return of faulty goods - warranty process

You say you have already returned the item. Have they received your return? Did they pre-authorize it (if applicable)? Have you had any contact with them since the return?
Reply With Quote
  #3  
Old 05.02.2019, 21:36
ZuriRollt's Avatar
Forum Legend
 
Join Date: Aug 2015
Location: Zürich
Posts: 4,174
Groaned at 124 Times in 90 Posts
Thanked 4,693 Times in 2,126 Posts
ZuriRollt has a reputation beyond reputeZuriRollt has a reputation beyond reputeZuriRollt has a reputation beyond reputeZuriRollt has a reputation beyond reputeZuriRollt has a reputation beyond reputeZuriRollt has a reputation beyond repute
Re: Return of faulty goods - warranty process

It's easy - did you read the terms and conditions of their return policy and did you comply with it?
Reply With Quote
This user would like to thank ZuriRollt for this useful post:
  #4  
Old 05.02.2019, 21:49
Newbie 1st class
 
Join Date: Sep 2017
Location: Zurich
Posts: 14
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
PedroCZ has no particular reputation at present
Re: Return of faulty goods - warranty process

Ok, so some further info. First they requested some pictures of the faulty item. I sent that, then they asked me to send it back. It was delivered to them on Dec 14. I asked them on Dec 18 if they had received it. Then they replied on Dec 19:
Quote:
I can confirm that your parcel has been received. It's now up to our warranty team to get in touch with you as soon as they process the parcel.
We must ask at this time of year for a little patience as we are extremely busy and it must be noted that the majority of our suppliers/manufacturers will be closed for the entire holiday period.
Then they wrote me on Jan 3:
Quote:
Your complaint will now quickly passed on to our colleagues in the complaints department. This may take a few days, we hope you have understand that.
You get from us definitely more info once your return is processed.
And the last email from them is from Jan 4:
Quote:
We have received your complaint and we have forwarded it immediately to the manufacturer for processing.
The processing of your complaint by the manufacturer may take up to 30 days. We hope you have understand that.

We will get back to you in as soon as we have received feedback from the manufacturer!
There is nothing about the period within which they need to process it in their Terms and Conditions.
I would really like to know if there is any maximum period on the side of law, not the sellers conditions.
Reply With Quote
  #5  
Old 05.02.2019, 22:45
st2lemans's Avatar
Forum Legend
 
Join Date: Dec 2010
Location: Lugano
Posts: 26,734
Groaned at 1,670 Times in 1,279 Posts
Thanked 31,028 Times in 14,825 Posts
st2lemans has a reputation beyond reputest2lemans has a reputation beyond reputest2lemans has a reputation beyond reputest2lemans has a reputation beyond reputest2lemans has a reputation beyond reputest2lemans has a reputation beyond repute
Re: Return of faulty goods - warranty process

Quote:
View Post
I would really like to know if there is any maximum period on the side of law, not the sellers conditions.
As you are dealing with a German company, asking here is useless.

Try https://www.toytowngermany.com/ (German equivalent of EF)

Tom
Reply With Quote
The following 2 users would like to thank st2lemans for this useful post:
  #6  
Old 05.02.2019, 23:01
Newbie 1st class
 
Join Date: Sep 2017
Location: Zurich
Posts: 14
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
PedroCZ has no particular reputation at present
Re: Return of faulty goods - warranty process

Quote:
View Post
asking here is useless.
Useless? You think there is no chance anybody else here have ordered something from a German seller and had to return it? I understand that I have better chances getting the right info in the "Toytown" (thank you for the link), but "useless" seems as a bit of overreaction.
Plus this information might be useful to others as well. I believe many people order stuff from Germany.
Reply With Quote
This user would like to thank PedroCZ for this useful post:
  #7  
Old 06.02.2019, 07:03
Forum Veteran
 
Join Date: Jan 2019
Location: close to the frontier
Posts: 738
Groaned at 89 Times in 58 Posts
Thanked 355 Times in 227 Posts
Clocker is considered knowledgeableClocker is considered knowledgeableClocker is considered knowledgeable
Re: Return of faulty goods - warranty process

Quote:
View Post
As you are dealing with a German company, asking here is useless.
The majority of our orders are from Germany. The reason being in Switzerland either the items are not availavle or they are but they are triple the German price.
Reply With Quote
  #8  
Old 06.02.2019, 07:56
NotAllThere's Avatar
Forum Legend
 
Join Date: Oct 2008
Location: Baselland
Posts: 10,924
Groaned at 166 Times in 144 Posts
Thanked 15,496 Times in 6,270 Posts
NotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond repute
Re: Return of faulty goods - warranty process

Quote:
View Post
Useless? You think there is no chance anybody else here have ordered something from a German seller and had to return it? I understand that I have better chances getting the right info in the "Toytown" (thank you for the link), but "useless" seems as a bit of overreaction.
Said PedroCZ, overreacting.

You'd still be better asking in Toytown - larger pool of people who probably understand German consumer law better.
Reply With Quote
The following 2 users would like to thank NotAllThere for this useful post:
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Who pays return postage for faulty good? Swissgreys Daily life 43 28.03.2018 20:13
Who pays in case of faulty electrical installation ? whome Housing in general 21 23.03.2017 00:55
Rights to return faulty goods (from geman site) jammidge Other/general 5 23.01.2015 15:25
Faulty goods eireann Other/general 1 22.09.2011 19:21
Wedding with non EU. Personnal goods importation: 18.44 or 18.45 process? Rontary Permits/visas/government 3 03.08.2010 22:32


All times are GMT +2. The time now is 04:34.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2019, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0