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  #1  
Old 17.02.2009, 18:28
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Cancel online order before payment and delivery?

Hi all,

On Feb. 12 I placed an online order for a home cinema set at shop x.
The item was not in stock, but the status showed it was in back order at the supplier, and that the expected date of delivery will be at the end of Feb.
The method of payment will be pay on pick up at the local store.

After seeing the product in "real life" however, I decided it wasn't what I expected it to be like. Therefore, I tried to cancel my order through shop x their website.
Unfortunately, I got a message saying that it is not possible to cancel my order, as the product has been specially ordered for me at the supplier. This is not correct, looking at the fact what I mentioned above.

Before starting a discussion with shop x (which I expect will happen), I was wondering what my rights as a Swiss consumer are?
I haven't paid a single Rappen, but want to avoid being chased by an enforcement officer.
In Holland we have something like a 7-day cooldown period, in which you can cancel your order without a reason. Do we have something like this over here as well?

TIA!
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  #2  
Old 17.02.2009, 18:42
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Re: Cancel online order before payment and delivery?

You should read their terms and conditions. It should be on their web-site.

I had a similar issue with an online shop - the order is binding, and they would ensure delivery within a reasonable date, and if the delay is unreasonable, I can cancel. So it says in their AGB. Yes... pretty bad... but I called them up and asked them to define "reasonable" and they said 2 weeks. But I then said that I needed the goods before x-mas which was less than 2 weeks away and they agreed to let me cancel it earlier.
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  #3  
Old 17.02.2009, 18:43
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Re: Cancel online order before payment and delivery?

I believe for internet orders you have 7 days after delivery of the product to return it to the retailer.
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  #4  
Old 17.02.2009, 18:56
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Re: Cancel online order before payment and delivery?

So effectively, perhaps you can't cancel the order but you can return the goods in unopened/unused condition within a time period depending on the retailer.

Perhaps a mail to their customer service.

digitec allow you to cancel an order online....
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Old 17.02.2009, 20:02
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Re: Cancel online order before payment and delivery?

Actually, it is Digitec.

Unfortunately, I am unable to cancel my order through their website:
Quote:
Cancellation not possible:
The product was arranged specially for your order and can therefor not be canceled.
I sent them an email last evening, and kindly asked them to cancel my order. I also mentioned that I don't agree with the sentence given above. So far I haven't had an answer back.

Of course, I can just ignore their emails and refuse to pick up the product, but I rather avoid situations like that.
Therefore, I would appreciate it if someone can confirm the "I believe" and "perhaps" statements.
I would find it odd if there's no law that overrules shop's terms of agreements.
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  #6  
Old 17.02.2009, 20:26
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Re: Cancel online order before payment and delivery?

If you would please, so I can take a look at the wording used in
their statements; send me a PM or place the info here in the
thread:
1. Exact product you ordered
2. Shop = Digitec
3. Delivery or Pick-up
4. Payment method
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  #7  
Old 17.02.2009, 21:04
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Re: Cancel online order before payment and delivery?

Quote:
View Post
If you would please, so I can take a look at the wording used in
their statements; send me a PM or place the info here in the
thread:
1. Exact product you ordered
2. Shop = Digitec
3. Delivery or Pick-up
4. Payment method
Great, much appreciated.

1. Sony HTD-780SS, Home Cinema Set mit 160GB Recorder
2. Digitec
3. Pick-up
4. Cash on in-store pickup.

Unfortunately, their general terms and conditions is in German only.
I understand German, but not enough to understand all details needed for this specific case.

I'm in the need of a few other products that they sell as well (total price will be about CHF 500), so I'm hoping this can get them to an agreement with me.
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  #8  
Old 17.02.2009, 22:17
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Re: Cancel online order before payment and delivery?

Without going into the terms and conditions, the only information I could
get out of the webshop is that the item is not available on the shelves
at Digitec. Of course, you mentioned this already. I was looking for
some small print about ordering it specially for you. Didn't find any
such text.

Call the shop where you wanted to pick it up at. Explain that you have
other items to order and if they would be so kind to cancel the order for
this item.

They may be stubborn. They may refuse to work with you. If this is
the case, then find another location to order the other new items.
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  #9  
Old 17.02.2009, 23:07
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Re: Cancel online order before payment and delivery?

Thank you.
I already sent them an email, so I guess I'll wait one more day before going further.

Of course, I can order my order stuff at a different shop, but what if they keep me on my order anyway? I'm wondering how far they can go once I decide to refuse to pick up the product.
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  #10  
Old 17.02.2009, 23:21
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Re: Cancel online order before payment and delivery?

I had an issue with Digitec also where I ordered a keyboard for a notebook. They said it was on order. I phoned to ask about an estimated delivery time and they couldn't say. I called a week later and they still couldn't say. Anyway I cancelled over the phone and picked up the keyboard somewhere else (for less). Two days later I got a notice from Digitec that the keyboard was ready for pick up.

I sent a mail explaining that I had cancelled given that they had been unable to provide me with an expected delivery date. They cancelled my order without any arguments whatsoever.
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Old 18.02.2009, 00:20
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Re: Cancel online order before payment and delivery?

My recent experience with Digitec: ordered a laptop online, took it home, opened it, removed packaging, set it up, didn't like it, brought it back within 8 days factory restored.

As it was returned within the no-quibble time period in good condition, they accepted it, and just charged me a re-stocking fee of 10%. I got cash on the spot back. (I'd paid with a debit card).

So as long as you ordered online you have a cool off period as it's equivalent to mail order.

You may not be able to cancel by email, but you should be able to by registered letter, in person, by fax or by phone.

Your order confirmation should have provided you with all these contact details.
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  #12  
Old 18.02.2009, 00:47
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Re: Cancel online order before payment and delivery?

Quote:
View Post
Your order confirmation should have provided you with all these contact details.
I wish it did...
Quote:
Dear Mister MaZo

Thank you for your order.

Summary:

Way of delivery: Pick up Zürich
Payment Option: Cash

1 Stück
Sony HTD-780SS, Home Cinema Set mit 160GB Recorder CHF 836.-
Liefertermin: ca. Ende Februar

Order Total: CHF 836.-

You can always check the Details, Payment Information and Status of your Order in your Customer Account.


Kind Regards
digitec online-shop
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  #13  
Old 18.02.2009, 15:25
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Re: Cancel online order before payment and delivery?

I had a very quick look at the AGB of digitec:

Once you have received the confirmation of the order,

- the order is binding at your end, and they will try their best to deliver within the stated delivery date.
- you must pay them within 10 days.
- if you don't receive the goods 4 weeks (!!) after the stated delivery date, you can cancel the order
- there is no right to return the goods, but you can discuss exceptions with them...

I haven't read the whole thing properly but so far it doesn't look good... but Magyir and Snoopy seem to have been successful, so they would probably do it out of goodwill if you are thinking of buying other stuff from them.
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  #14  
Old 19.02.2009, 12:08
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Re: Cancel online order before payment and delivery?

No response from Digitec on my email (sent on the 16th of Feb) so far.
Last night, I sent them another email asking for a follow up.
If they refuse to respond again, it will only make it easier for me to cancel.
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Old 23.02.2009, 16:16
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Re: Cancel online order before payment and delivery?

Slightly unexpected, but great service after all:

Quote:
Dear Mr. x

Thank you for your email. We are sorry for the delay, we received way more queries by email than we expected.
Your order has been cancelled as you wished.

Many thanks for your interest in our products and services. We would be glad to answer any further questions that might arise.
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  #16  
Old 23.02.2009, 18:02
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Re: Cancel online order before payment and delivery?

Good to know that it turned out well. Thanks for coming back to the Forum with the Information!
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Old 23.02.2009, 18:19
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Re: Cancel online order before payment and delivery?

A friend of mine who is a good customer of Digitec recommended to email and not to call them.
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