Return policy, warranty and repair of new equipment purchased through alao.ch
alao AG, operator of the website www.alao.ch, and the website itself ("We" or "alao") offer a free platform for the comparison and purchase of telecommunication products via the website www.alao.ch ("alao.ch" or "Website"). Telecommunication products include only new equipment ("Product" or "Products") for which this Return Policy applies or a return is possible according to this Return Policy.
- General
alao does not manage its own warehouse, but triggers each equipment order individually (after successful registration of the product purchased by the private/business customer with the telecommunication provider) either with the telecommunication provider or with a third party provider. The contract is between the telecommunications provider or the third-party provider and the private/business customer. We therefore order these products as a service provider specifically for the respective customer/business customer. These are exclusively new devices. Therefore, the private/business customer does not have a general right to return and exchange products purchased via alao.ch. For individual products, there is a right of return in compliance with this return policy. An exchange is generally excluded.
Returns can only be made via alao's customer support service if the products have been delivered by alao or by third parties on behalf of alao. This is indicated on the delivery bill. If the products are shipped directly by the telecommunication provider, the respective private/business customer has to contact the telecommunication provider directly in connection with returns. In case of questions, the customer support service of alao is available.
2. Unrestricted right of return
An unrestricted right of return exists only for a product that does not correspond to the ordered product and is in unopened, undamaged original packaging (wrong delivery). The receipt of the wrong product may be a maximum of 14 calendar days ago. Within these 14 calendar days, the private/business customer has to notify alao in writing about the wrong delivery (support@alao.ch) and then return the product according to the instructions of alao's customer support service.
Such product will be replaced as soon as possible by the product ordered by the private/business customer. If the product ordered by the private/business customer cannot be delivered within three months or if the product is no longer manufactured (i), the customer/business customer can only cancel the underlying telecommunications contract (including device plan) free of charge if the product was an inherent part of the contract (mobile subscription including device plan), or (ii) the customer/business customer can only cancel the product order free of charge if the product was ordered separately from the mobile subscription.
The maximum refund will be the deposit paid to alao. alao will not cover any additional costs. For a telecommunications contract including a device plan, the customer/business customer must contact the telecommunications provider or third-party provider directly for reimbursement of any additional costs or other related matters.
3. Limited right of return
The limited right of return applies exclusively to deliveries of products with verifiable transport damage. The return, exchange, and warranty policies of the respective telecommunications provider or third-party supplier apply to the return of products with transport damage.
As is customary in the market, returns are generally granted under the following cumulative conditions:
- the shipping packaging must be severely damaged
- the product may be in opened or damaged original packaging,
- the product is unused and does not show any signs of use,
- the included accessories are complete, and
- the product was received no more than 14 calendar days ago.
The specific applicable requirements, however, depend exclusively on the terms and conditions of the respective telecommunications provider or third-party supplier. The customer/business customer must contact the telecommunications provider or third-party supplier directly regarding this matter, in accordance with the respective contractual terms, or contact alao's customer support in writing via email (support@alao.ch).
4. No right of return
There is no right of return for products
- which are used or show signs of use;
- where the original packaging is no longer present;
- which are missing accessories;
- that were opened but were previously sealed or welded shut, and it is clearly not a case of transport damage. A broken seal is always considered opened;
- for which the return period has expired;
- which are not new devices (second-hand devices).
5. Return handling
The products must be returned exclusively to the address specified by alao Customer Support Service, enclosing the delivery note/warranty certificate. It will be sent exclusively by mail at the private/business customer's expense and risk – for evidentiary and tracking purposes we recommend sending it by registered mail.
Returns to alao directly are not possible, nor is personal delivery to our headquarters.
The postage costs for the return of products are generally at the expense of the sender. alao will only pay the return postage costs in case of a return according to the unrestricted right of return (wrong delivery). A prerequisite for the reimbursement of costs is the presentation of the shipping document/receipt. Otherwise the respective regulations of the telecommunication provider or third party provider apply.
6. Warranty claims
alao passes on to the private/Business customer, to the extent permitted by law, the manufacturer's warranty on new devices purchased via alao.ch. In case of a warranty claim (i.e. in case of defects occurring or already existing before or after the product or goods have been handed over to the customer), the private/Business customer may claim a remedy of defects according to the terms and conditions of the respective telecommunication provider or third party provider or the manufacturer. The choice of the type of defect rectification lies with the telecommunication provider, the third party provider, or the manufacturer. If the telecommunications provider, the third-party provider, or the manufacturer decides to rescind the contract, the reimbursement to the private/Business customer usually will be adjusted to the current value of the defective device. For the duration of the defect rectification, there is no entitlement to a free replacement device.
The legal warranty is fully excluded. alao does not assume any warranty or guarantee for the products. The private/Business customer has to assert his rights in this respect against the telecommunication provider or third party provider or manufacturer.
7. Warranty period and manufacturer's warranty
The warranty period is determined by the telecommunication provider, the third party provider or the manufacturer and applies exclusively to new devices. Normally, the warranty period for new devices is 2 years and begins at the time of delivery of the product. Deviating provisions of the manufacturer's warranty are reserved. The delivery bill is considered to be the warranty certificate and must be kept in a safe place.
8. Procedure in case of defects
In case of a defect, the private/Business customer shall contact alao's customer support service. The claim for reimbursement of costs resulting from third-party repairs is excluded. The private/Business customer has to send the defective product at his own expense and risk to the address provided by alao's support service. Returns to alao directly are not possible, nor is personal delivery to our headquarters.
The products must be shipped together with all accessories in the original packaging and accompanied by the delivery bill. If the original packaging is missing, the product must be packed in a manner suitable for transport. If it is determined that a returned product is not covered by the warranty (reasons for exclusion or outside the warranty period), the telecommunications provider, the third-party provider or the manufacturer will contact the private/business customer to provide an estimate of the expected repair costs. The preparation of the cost estimate may be charged to the customer. If the private/business customer decides to proceed with the repair, he will not be charged for the cost estimate. If the private/business customer does not respond to the cost estimate in due time, the product will be disposed of. Returned products that do not have a defect, are sent to an incorrect address, whose return was not agreed upon and/or whose packaging was defective or where the accessories are missing, may be returned to the Customer. In these cases, the telecommunication provider, the third party provider or the manufacturer is entitled to claim compensation for the loss of the product. Backup of data is the sole responsibility of the private/business customer. Neither alao, nor the telecommunication provider, the third party provider, nor the manufacturer will be responsible for the loss of data and programs. Any liability for lost data and corresponding consequential damages is excluded. When inspecting the device, it is possible that the telecommunication provider, third party provider or manufacturer may view existing data; the respective privacy statements of the telecommunication provider, third party provider or manufacturer apply.
9. Liability
To the extent permitted by law, alao disclaims any liability for the products and/or any wrong delivery alao does not warrant and guarantee the products. The private/businesscustomer has to file a possible warranty claim with the telecommunication provider or the third party provider or the manufacturer.
Further information on how to contact our customer support service can be found on our website alao.ch.
For everything else, we refer to the General Terms and Conditions ("GTC"), which apply to the use of the entire website. The applicable law and the place of jurisdiction are regulated in the terms and conditions.
As of: June 2026