Can I return or exchange something I bought?
In-store no, online yes. For purchases in a physical shop there is no statutory right to exchange or return faultless goods — "I changed my mind" is a matter of the retailer's goodwill. It's different for online, phone and doorstep purchases: there you have a 14-day right of withdrawal (§ 312g, § 355 BGB) and can return without giving a reason. If the goods are defective, the 2-year warranty applies: you're entitled to repair or replacement, and if that fails, to a price reduction or your money back — wherever you bought it.
📋 The rules
- Shop purchase, faultless goods: no statutory exchange right (goodwill only)
- Online/phone/doorstep: 14-day withdrawal without reason (§ 312g, § 355 BGB)
- If defective: 2-year warranty — first repair or replacement
- If cure fails: price reduction or cancellation (money back)
- Goodwill exchange is voluntary — the retailer may set conditions (receipt, deadline)
🔓 Exceptions
- Excluded from withdrawal: perishables, unsealed hygiene items, custom-made goods, unsealed data media
- Reduced/"B-stock" with a known defect: no warranty for that defect
- A promised return policy (e.g. "30-day returns") is binding as a goodwill commitment
⚠️ Penalties & fines
There are no fines here — it's about claims. If a retailer refuses your rights on a valid withdrawal or a defect, you can insist on a refund or cure, turn to the consumer advice centre or sue. On online withdrawals the retailer bears the risk of properly informing you about the right — if the notice is missing, the deadline extends considerably.
📎 Official sources
- § 312g BGB · Right of withdrawal in distance contracts →
- § 355 BGB · Right of withdrawal in consumer contracts →
- Verbraucherzentrale · Exchange & returns — your rights →
❓ Frequently asked
Can I exchange goods bought in a shop?
If the goods are faultless, there's no statutory exchange right in a shop — the retailer decides out of goodwill. Many offer voluntary exchanges with a receipt, but don't have to. It's different if there's a defect.
What applies to online purchases?
For purchases online, by phone or at the doorstep you have a 14-day right of withdrawal. You can return without a reason and get the price back (including standard shipping). Some goods like sealed hygiene items are excluded.
What are my rights with a defect?
Then the two-year warranty applies. You're first entitled to repair or replacement. If that fails, you can reduce the price or cancel the purchase and get your money back — whether bought in-store or online.
Do I need the receipt?
For the warranty you only need to prove the purchase — a bank statement works too. For a goodwill exchange retailers often require the receipt and set a deadline; they may, because the exchange is voluntary.
How long do I have to withdraw?
14 days from receipt of the goods. If the retailer didn't properly inform you about the right of withdrawal, the period extends by up to twelve months. You generally must initiate the return in time.
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