Pet supplies among the least returned e-commerce categories in Switzerland

Data from the Swiss online retailer Galaxus show that pet supplies were among the least returned product categories in 2025.

Ranking 13th overall, pet supplies have a return rate of 1.2%. By comparison, clothing is the most returned category at 7.94%, followed by watches and jewelry (4.6%), sports equipment (3.3%), vehicle supplies (3%) and interior products (2.6%).

Galaxus is majority-owned by the Swiss retail group Migros and has grown into Switzerland’s leading online retailer. It has also expanded into several European markets, including Germany, Austria, France, Italy and the Netherlands. 

Pet supplies

Within pet supplies, dog clothing records the highest return rate at 11%, followed by aquarium lighting (10%) and cat flaps (5%).

Pet food products, meanwhile, see minimal returns, with rates below 0.5% – including fish food (0.4%), rodent food (0.33%) and reptile food (0.12%), according to Galaxus.

The most common reason for returns is incorrect sizing, accounting for 48% of cases. Other reasons include insufficient quality (10%), product descriptions that do not match the item (4%) and unmet expectations (4%).

The remaining returns are attributed to other reasons. Galaxus notes that this category covers a range of more specific explanations, including “product was delivered too late” and “product not needed anymore.”

Notably, size is cited as the reason for 80% of returns in dog clothing and 45% in food bowls. Across categories, sizing accounts for 65% of returns in clothing, compared to 48% in pet supplies.

In the IT sector, insufficient quality is cited in 16% of returns, versus 10% in pet supplies. Return rates in the sports category are more than twice as high as those for pet supplies.

Galaxus told GlobalPETS that, based on these findings, it is continuing to improve its product data. In addition, the retailer plans to introduce new online features that will allow customers to contribute to and enhance product information, including sizing charts and compatibility guidance.

European e-commerce market

According to data from the European Commission, 95% of individuals aged 16-74 in the European Union (EU) used the internet in 2025. Of these, nearly 8 out of 10 (78%) bought or ordered goods or services online.

The share of online buyers was highest among those aged 25-34, reaching 90% in 2025, 12 percentage points above the EU average.

Notably, 63% of online shoppers reported no issues when making purchases. However, 10% reported receiving incorrect or damaged goods. A further 6% noted difficulties with complaints and redress, or said they did not receive a satisfactory response.

The most reported issue was slower-than-expected delivery, cited by 20% of respondents. Meanwhile, 5% said costs were higher than indicated, and 4% reported fraud-related issues.