Exchanges and returns
If the product is not defective, but the consumer changes their mind, the company is not legally obliged to offer an exchange or return.
This is different when the product is defective. An exchange or return policy is an additional service. A clear policy is customer‑friendly.
You determine your own exchange policy
Exchanges and returns are often an extra service. The company may decide:
- Whether exchanges or returns are allowed and under which conditions;
- Whether the consumer receives a store credit, exchange, or refund;
- Whether a receipt or proof of purchase is required.
Be clear about your exchange and return policy. State it clearly for both in‑store and online sales, for example on the receipt, on the website, or before or at checkout.
Note:
Consumers always have the right to a legal warranty if the product is defective, faulty, or does not meet what was agreed.
In that case, the company must always assist the consumer.
