1. General information
This section explains withdrawal, returns and product claims after delivery. It distinguishes visible delivery issues from hidden defects and does not replace mandatory consumer law.
Where EasyFix.One is identified as the seller and payment recipient, EasyFix.One handles the return, remedy and refund process. A supplier or carrier may assist with fulfilment or verification, but EasyFix.One remains the buyer’s seller.
Returns and refunds are handled according to the seller and payment recipient recorded in the order and applicable mandatory law. EasyFix.One is the first support contact and routes the enquiry to the responsible participant where necessary.
2. Important reporting deadline
The buyer must report visible product or packaging damage, tampering, missing or incorrect contents, a wrong product or another obvious delivery discrepancy within 24 hours after receipt. This is an evidence-preservation deadline for visible delivery issues, not a blanket deadline for every defect.
The buyer should retain the product, packaging, labels and all contents and provide:
- the order number and date of receipt;
- a clear description of the issue and when it was discovered;
- photographs of the product, all sides of the packaging and the contents;
- a photograph of the carrier label or shipping marks, where available;
- video where the issue is visible only during unpacking or operation;
- a carrier damage report, refusal note or other delivery record, where available.
A report made after 24 hours may justify refusal of a claim specifically concerning visible transit damage, tampering or shortage only where the delay makes reliable verification of the condition at delivery or a timely carrier claim impossible.
The 24-hour rule does not apply to a hidden defect that could not reasonably be discovered during an ordinary inspection on receipt. A hidden defect should be reported promptly after discovery. Rights that cannot be restricted by applicable law remain unaffected.
3. Return without a stated reason and statutory withdrawal
EasyFix.One does not offer a separate voluntary no-reason return unless that option is expressly shown for the product, promotion, destination or individual offer.
Where mandatory EU or national distance-selling law applies to the buyer, the buyer may have a right to withdraw without giving a reason within 14 days after receiving the goods. The buyer must send a clear withdrawal notice within the applicable period and return the goods within the further period required by law.
For a statutory no-reason withdrawal, the buyer normally bears the direct return cost if this was disclosed before purchase. The responsible seller refunds the payments and standard outbound delivery cost where and to the extent required by mandatory law; an additional premium-delivery surcharge need not be refunded where the buyer chose a more expensive method than standard delivery.
Swiss law does not generally provide an automatic statutory withdrawal right for ordinary online purchases. A return is available where EasyFix.One or the independent seller offers it, it is individually agreed, or another applicable mandatory rule grants it.
An exclusion applies only where the product and circumstances meet a lawful exception, for example genuinely personalised or custom-made goods, certain sealed hygiene goods after unsealing, rapidly perishable goods or digital content supplied after the legally required consent. A “Limited Edition”, preorder or partner label by itself does not automatically remove a mandatory withdrawal right.
4. When a claim may be considered
A claim may be considered where:
- the product arrived damaged;
- the product has a material defect;
- the wrong product was sent;
- the contents differ from the confirmed order;
- part of the order is missing;
- the product was damaged in delivery through no fault of the buyer;
- a paid order cannot be fulfilled;
- another substantiated order-related problem has occurred.
Submitting a claim does not automatically approve a return, exchange or compensation. A decision is made after the evidence has been checked.
5. When a return or compensation may be refused
Subject to mandatory law, a return, exchange, compensation or other remedy may be refused or reduced where:
- a visible delivery issue was reported so late that the condition at delivery or a carrier claim can no longer be reliably verified;
- reasonably requested photographs, video, packaging, order number or other available evidence were not provided and this prevents verification;
- the product was used, altered, contaminated, dismantled, installed, repaired, additionally damaged or transferred after the issue was discovered, beyond what was reasonably necessary to inspect it;
- the issue resulted from incorrect use, storage, installation, connection, care or breach of instructions;
- the buyer provided an incorrect address, failed to collect the parcel, refused delivery or did not respond to the carrier without a valid claim reason;
- the product and circumstances meet a lawful return or withdrawal exception, such as genuinely personalised goods or an unsealed hygiene product;
- the request shows substantiated signs of abuse, fraud or a material breach of website rules.
A late visible-damage report does not extinguish a claim for a hidden defect, and a Limited Edition, reduced-price, preorder or partner label alone is not a valid reason to remove mandatory buyer rights.
6. Condition of a returned product
Where a return is approved, the buyer must return the product at the buyer’s expense and in a condition that allows the issue to be inspected, unless EasyFix.One agrees otherwise or applicable law requires otherwise.
Unless agreed or legally required otherwise, the product should be returned:
- with all components;
- with the original packaging where retained and needed for inspection;
- with accessories, instructions, parts, tags and protective elements;
- without signs of use unrelated to the reported issue;
- without additional damage arising after receipt.
Where legally permitted, the refund may be reduced or refused if the product is incomplete, additionally damaged, used, contaminated, altered or missing necessary parts.
7. Return procedure
The buyer should first send a return, withdrawal or product-claim notice through the contact methods shown on the website and include the order number, seller, date of receipt, reason and available evidence.
For a statutory withdrawal, the notice is not made conditional on prior approval: it must be sent within the applicable deadline. The buyer should nevertheless wait for the correct return address and shipping instructions before physically sending the parcel, so it is not sent to a warehouse that cannot accept it.
The seller or payment recipient recorded in the order provides the applicable return address and instructions. EasyFix.One remains the first support contact and may coordinate the request with the responsible participant.
A parcel sent to the wrong address, without identification or contrary to reasonable instructions may require additional handling, but this does not remove a mandatory right that was exercised in time.
8. Return-delivery costs
For a no-reason withdrawal, the buyer normally bears the direct cost of returning the goods where the responsible seller disclosed this before purchase and mandatory law permits it.
For a confirmed defect, non-conformity, wrong product, missing contents or another problem for which the responsible seller is liable, the seller bears or reimburses the necessary return cost where required by mandatory law or agreed as the remedy.
Such costs are assessed and reimbursed by the responsible party recorded in the order, subject to applicable law. EasyFix.One coordinates the request through support.
Unnecessary premium shipping, unauthorised cash-on-delivery charges and third-party customs, storage, redelivery, bank or payment fees may remain non-refundable unless mandatory law requires otherwise.
9. Inspection of a returned product
After receipt, EasyFix.One, the supplier, partner or another responsible party may inspect the product, contents, packaging, reported issue and consistency with the evidence within 14 days.
Additional time may be needed where the supplier, carrier, payment provider, manufacturer, customs authority or another responsible party must participate.
The buyer will be informed of the proposed solution after the inspection.
10. Possible remedies
Depending on the circumstances, EasyFix.One may offer:
- product replacement;
- reshipment of the product or missing part;
- repair, where possible and agreed;
- a partial refund;
- a full refund;
- compensation;
- a coupon or discount for a future purchase;
- refusal where the claim is unsubstantiated or does not meet the applicable conditions.
The remedy depends on the product, reason, evidence, condition, supplier and carrier terms, destination and applicable law.
11. Refund timing
For an approved product claim, the responsible seller initiates the refund after the basis has been verified and the product has been returned where reasonably required.
Where a mandatory statutory withdrawal applies, the responsible seller reimburses the required payments within the statutory period and may withhold reimbursement until the goods are received back or the buyer supplies evidence of return, where the law permits.
The refund is normally made to the original payment method where technically possible. Processing after submission depends on the bank, payment system, currency and buyer’s country.
A refund is issued by the payment recipient recorded in the order through the original payment channel where applicable. EasyFix.One coordinates the request through its support service.
12. Made-to-order, Limited Edition and individual products
A made-to-order, Limited Edition, preorder, rare, partner or limited-availability label does not by itself exclude a return or mandatory withdrawal right.
A restriction may apply only where the actual product and circumstances meet a lawful exception, for example goods made to the buyer’s specifications, clearly personalised goods or another category expressly excluded by applicable law.
Before payment, the product page or individual offer must clearly disclose any special production, reservation, sourcing, cancellation or return condition. Mandatory rights take priority over those conditions.
13. Hygiene, personalised and special products
A return or withdrawal may be restricted only where applicable law allows it and the factual conditions of the exception are met.
Examples may include:
- goods made to the buyer’s specifications or clearly personalised;
- sealed goods unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
- goods liable to deteriorate or expire rapidly;
- digital content or activated services supplied after the legally required express consent and acknowledgement;
- other categories expressly excluded by the mandatory law applicable to the buyer.
The exception is interpreted narrowly. Opening ordinary transport packaging, a Limited Edition label or sourcing an otherwise standard product for the order does not automatically create an exclusion.
14. Damaged packaging or parcel
Visible crushing, tearing, puncture, moisture, re-taping, tampering or other external damage should be recorded with the carrier before acceptance or immediately on receipt where possible.
The buyer should preserve the full packaging, photograph the parcel, label, contents and damage, and request a carrier note or damage report where available.
The buyer must notify the responsible seller within 24 hours after receipt so the delivery condition can be verified and a timely carrier claim can be made. A late report may affect only the delivery-damage claim where reliable verification has become impossible.
This section does not convert a later-discovered hidden product defect into a delivery-damage issue and does not restrict mandatory rights.
15. Missing, incorrect or wrong contents
A visibly wrong product, option, quantity, incomplete set or missing part must be reported within 24 hours after receipt with the order number and photographs of the product, packaging, labels and all contents.
A later report may be refused only where the delay makes it impossible to verify the original contents reliably. After verification, the responsible seller may provide the missing part, replacement, partial refund, return or another lawful remedy.
16. Refused or uncollected parcel
If the buyer refuses a parcel without prior agreement, fails to collect it, does not respond to the carrier, does not pay mandatory import charges or provides an incorrect address, a refund is not guaranteed.
Where legally permitted, delivery, return, storage, disposal, carrier, customs and payment costs may be deducted from any available refund.
17. Mandatory buyer rights
Nothing in this section removes or limits a buyer right that cannot be excluded under the law applicable to the sale.
Where EU consumer law applies, this may include the statutory distance-selling withdrawal right and a minimum legal conformity guarantee, generally at least two years for goods, subject to the applicable national rules and lawful exceptions.
A defect must be remedied free of charge through repair or replacement where required; a price reduction or refund may apply where the defect cannot be remedied within the conditions set by mandatory law.
18. Contact about a return
The buyer should use the support or contact page and provide the order number, seller name, date of receipt, date the issue was discovered, description, photographs, video and carrier record where available.
The request starts through EasyFix.One support and is handled by the seller or payment recipient recorded in the order. EasyFix.One may route the complaint to the responsible participant and review compliance with platform rules.
