Something went wrong with a purchase?
Online orders, refunds, faulty goods, subscriptions, phone contracts, card payments, package holidays: what the law gives you in Germany, what to do, and a free letter you send yourself.
Purchases
Returns, refunds, deliveries and faulty goods
How do I return an online order in Germany?Return an online orderI returned my order but got no refund: what now in Germany?Refund not receivedMy purchase is faulty: what are my rights in Germany?Faulty goodsMy online order never arrived: what now in Germany?Order not deliveredMy parcel arrived damaged: what can I ask for in Germany?Parcel arrived damaged
Subscriptions
Subscriptions, phone and internet contracts, apps and streaming
Payments & travel
Unauthorised payments and package holidays
🧭 If the trader does not answer
VerbraucherzentralenIndependent consumer advice centres in every federal state; advice, template letters, complaint form.🔗 verbraucherzentrale.de
Europäisches Verbraucherzentrum Deutschland (EVZ)Free help with disputes with traders in other EU countries, Iceland or Norway.🔗 evz.de
Universalschlichtungsstelle des Bundes – Zentrum für Schlichtung e. V.Out-of-court dispute resolution with traders when no specialised ADR body is competent.🔗 universalschlichtungsstelle.de
Amtsgericht – Verfahren nach billigem Ermessen (§ 495a ZPO)Up to €1,000 the local court may run a simplified procedure; oral hearing on request.🔗 gesetze-im-internet.de
Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.
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