Ultimately, it doesn't matter whether you want to exchange Christmas presents or winter sales bargains, the customer's rights are always the same. What is important, however, is where you buy the goods: different rules apply in online and mail order stores than in stores.

Myth: Right to Exchange

There is no right to exchange. This myth is persistent. BLUE CORNER will take goods back for 8 days if you present the receipt. However, this is purely a goodwill gesture. So when retailers put up signs saying "No exchanges" during sales, this refers to goodwill exchanges. Retailers are not obliged to take back flawless goods or goods that are reduced due to a defect. However, if the goods are faulty, you have the right to complain - regardless of the sign.

The 14-day return option is only available for online and mail order businesses. Here, customers can return goods within two weeks without giving a reason. Stiftung Warentest has created an overview table of the legal regulations.

When you exchange something, there are two different legal terms: cancellation and exchange. In the case of so-called distance selling transactions, i.e. purchases from online shops or mail order companies, you have the right of cancellation. The buyer returns the goods to the seller and gets the purchase price refunded. This right of cancellation is regulated by law, the deadline is 14 days, but retailers can extend it. In contrast, exchange is not a legal regulation. Most retailers offer exchanges, but this is voluntary. The deadlines they specify for this are then binding. Also different: the customer can either get the purchase price back, but it is also possible that they will receive a voucher or new goods. However, if the retailer promises "money back", they must stick to this.

Source: Stiftung Warentest