[amenod]

This might explain it - Switzerland is in Europe, but not part of EU. At least in EU consumer has lots of rights and is pretty well protected. I have no idea how that is in Switzerland (though what you report surprises me). That said, legal action in Europe... good luck. :)

If this happens to you a lot, go for a credit card. "Chargeback" works worldwide (afaik) and it puts you in the position of power, where merchant has to prove that you are in the wrong instead of the other way around. Simple solution and no real drawback.

EDIT: ...and change your CC company. They seem incompetent.

[corty]

CC chargebacks in Germany can be a hassle. Most people get their CC through their bank, and have to submit chargebacks through their banks. Half of the banks do straightforward and simple chargebacks, half want you to do a ritual dance like the swiss example and treat you like you want to rip off someone.

Also, consumer protection is nice on paper, but especially for smaller amounts of money or not-so-clear cases it doesn't work well. You still have to get a lawyer and go to court. Also, since there are no class-action suits US-style, where companies seem to be somewhat afraid of getting sued, in Europe they rely on the statistics of most people being too lazy to sue, because everyone has to sue one-by-one for themselves only. Only rarely, for high-profile stuff, consumer protection offices get involved with class-style (but fairly toothless usually) suits.

[wdb]

Even the Swiss Financial Ombudsman are against the customer in Switzerland but getting a lawyer involved helped a lot