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Purchases · Germany
Checked 2026-09-30

↩️ How do I return an online order in Germany?

Short answer

You have 14 days to cancel an online or distance purchase without giving a reason. Tell the shop in writing, send the goods back within 14 days, and the shop must refund you, including the standard delivery cost.

⏱ Deadline14 days from the day you (or someone you chose) received the goods; for several items delivered separately, from the last one.

📜 Your rights

EUThe EU rule

EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.

  • You can withdraw from an online or distance contract within 14 days without giving any reason (Art. 9(1) Directive 2011/83/EU).
  • For goods, the 14 days start on the day you take physical possession of them; for several items delivered separately, of the last item (Art. 9(2)(b)).
  • If the shop did not tell you about this right, the period ends only 12 months after the normal 14 days (Art. 10(1)).
  • Any clear statement is enough, or the model withdrawal form; it counts if you send it before the period ends (Art. 11). Since 19 June 2026 online shops must also offer a “withdraw from contract here” function (Art. 11a).
  • You send the goods back within 14 days of telling the shop; you pay the direct return cost only if the shop told you so in advance (Art. 14(1)).
  • Exceptions include made-to-measure items and unsealed hygiene products, audio, video or software (Art. 16).
Official source: publications.europa.eu · Checked 2026-09-30

The rules in Germany

For distance and off-premises contracts you can withdraw within 14 days without giving a reason (§ 312g, § 355 BGB). For goods the period starts when you receive them. A clear statement to the trader is enough; sending it in time counts.

  • If you were not properly informed, the right of withdrawal expires at the latest 12 months and 14 days after you received the goods (§ 356 (4) BGB). (gesetze-im-internet.de)
  • Online shops must offer a withdrawal function labelled "Vertrag widerrufen" during the withdrawal period and send you an acknowledgement of receipt on a durable medium (§ 356a BGB). (gesetze-im-internet.de)
  • No right of withdrawal applies to, among others, made-to-measure goods, quickly perishable goods and sealed hygiene products unsealed after delivery (§ 312g (2) BGB). (gesetze-im-internet.de)
Law: §§ 312g, 355, 356, 356a BGB
Official source: gesetze-im-internet.de · Checked 2026-09-30

🪜 Step by step

  1. Check the dateCount 14 days from the day the goods reached you. The letter only has to leave before the last day.
  2. Send the withdrawalUse the letter below, or the shop’s own withdrawal form or button. E-mail or the contact form is fine: keep a copy or a screenshot.
  3. Send the goods backWithin 14 days of your notice. Keep the proof of postage and the tracking number.
  4. Wait for the refundThe shop has 14 days from your notice, but it may wait until it has the goods back or your proof of sending.
  5. No refund?Use the letter for a refund that has not been paid, then the bodies under “If the trader does not answer”.

✉️ Your letter

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.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
e.g. “1 pair of running shoes, size 42”
Your full name
Optional, but a letter by post needs it.
Language of the letter

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

Universalschlichtungsstelle des Bundes – Zentrum für Schlichtung e. V.Out-of-court dispute resolution with traders when no specialised ADR body is competent.🔗 universalschlichtungsstelle.de
VerbraucherzentralenIndependent consumer advice centres in every federal state; advice, template letters, complaint form.🔗 verbraucherzentrale.de

Trader in another EU country? The European Consumer Centre helps for free.

Europäisches Verbraucherzentrum Deutschland (EVZ)Free help with disputes with traders in other EU countries, Iceland or Norway.🔗 evz.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

European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu

The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.

📇 Every office for this in Germany →

❓ Frequently asked questions

Do I have to give a reason?

No. The right to withdraw from an online or distance purchase needs no reason at all.

Can the shop refuse because the box is opened?

No. You may handle the goods as you would in a shop to check them. The shop can only claim a deduction for a loss in value caused by handling beyond that — except for sealed hygiene items, audio, video or software you unsealed.

Does this apply to a shop in another country?

Usually yes, if the shop directs its sales to consumers in your country: you then keep the protection of your own country’s consumer law.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “return online order Germany”
  • “14 day return right”
  • “withdrawal letter online purchase”
  • “send back parcel refund”
  • “cancel online order after delivery”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related

❔Can I return or exchange something I bought? · Your right in one line→💶Refund not received→📭Parcel arrived damaged→📦Order not delivered→🛠️Faulty goods→📇Every office for this in Germany→

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