Jose Arenas

I would like to share my feedback regarding the return policy of Digitec Galaxus. As a long-time customer, I was disappointed to learn that up to 10% of the purchase price can be deducted when returning an item, even if the product is unused and returned on the same day.
By comparison, products purchased directly from Apple have a much more customer-friendly return policy. Apple allows returns within 14 calendar days of purchase or receipt for any reason. Even opened products that have not been used are fully refunded without any deductions, making the purchase significantly more flexible and risk-free for the customer.
Given this, it is hard to see what added value Digitec Galaxus offers compared to buying directly from the manufacturer, when your return conditions are so restrictive. I hope Digitec Galaxus will consider updating its policy to be more customer-oriented, enhancing both satisfaction and loyalty.

I am writing to formally express my dissatisfaction with your return policy.
On October 7, I purchased an Apple Watch Series 11 online from Digitec Galaxus. Upon receiving the product next day on October 8, I immediately realized that the wristband size was incorrect. The very same day, I went in person to your Zurich Technopark store to return the product. The delivery was carried out on October 8 at 08:15 a.m. and I was returning the product at your shop at 11:41 a.m.
The watch was unused, and had not even been connected or charged.
Despite returning the product on the same day and in perfect condition, I was informed that I would be charged a 10% fee. I find this policy unfair and unreasonable, especially considering that no use or damage occurred and that the return was made directly at your store within hours of purchase.
This experience has left me very disappointed, and I would like to ask you to review this policy or reconsider this specific case. Please understand that due to this incident, I will purchase future Apple products directly from the Apple Store, where customer service and return conditions are far more fair.
While this practice may not be illegal under Swiss law, it can nevertheless be regarded as unethical and inconsistent with fair and transparent business practices since the device was not even charged.

Reply to Digitec on 09 Oct 2025:

Thank you for your reply and for clarifying your return policy.
While I understand your reasoning, I must admit that this experience leaves me questioning why I should purchase from Digitec Galaxus in the future. When buying directly from Apple Store, a customer can return a product — even if the packaging has been opened — within 14 days without any penalty or restocking fee, as long as the product is in perfect condition.
In my case, I returned the Apple Watch on the same day, completely unused and in immaculate condition, simply because the band size was incorrect. Charging a 10% fee in such a situation feels disproportionate and customer-unfriendly, especially when the product could easily be resold as new or exchanged through the manufacturer.
I appreciate your explanation, but I hope Digitec Galaxus will consider adopting a more flexible and fair policy in the future — one that aligns with the standards of the brands you sell and encourages customer loyalty rather than discouraging it.
As it stands, there is no clear reason for me to buy from Digitec Galaxus when Apple provides better conditions, transparency, and service directly.