Consumer Protection — Right of Withdrawal, Warranty and Your Rights

Widerrufsrecht — 14 Days for Online Purchases

If you buy online, by phone, or at the door, you have a legal right of withdrawal:

Key Rules

• 14 days from receipt of goods — without stating reasons
• Applies to online shops, telephone sales, door-to-door sales
• Not in physical stores — in-store shopping has no statutory right of withdrawal (exchanges are at the seller's discretion)
• Withdrawal must be in writing (email, letter, withdrawal form)
• Return within 14 days after withdrawal notice
• Return costs: Usually paid by the buyer (if stated in the contract)
• Refund: Within 14 days of receiving the returned item

Exceptions to the Right of Withdrawal

No right of withdrawal for:
- Perishable goods (food, flowers)
- Sealed hygiene products (cosmetics, underwear) — if opened
- Individually made products (custom suit, engraved jewelry)
- Newspapers/magazines (individual issues)
- Digital content — if download started immediately and you consented
- Travel and events with fixed dates

Gewährleistung — 2 Years by Law

Gewährleistung (warranty for defects) is your legal right for faulty goods:

Basic Rules

• 2 years from purchase date — for new goods
• 1 year — for used goods (if contractually agreed)
• Burden of proof: In the first 12 months, the seller must prove the defect did not exist (burden reversal)
• From month 13 onwards: You must prove the defect existed from the start

Your Rights for Defects (in this order)

1. Repair or replacement — repair or substitute goods (your choice!)
2. Price reduction — discount if repair fails
3. Cancellation — money back if 2 repair attempts fail
4. Damages — if the seller is at fault

Important: The seller is your contact — not the manufacturer. Always contact the retailer you bought from.

Gewährleistung vs. Warranty

Verbraucherzentrale — Your Consumer Center

The Verbraucherzentrale is an independent consumer advice center. Each federal state has its own Verbraucherzentrale.

Services

• Advice on contracts, complaints, fraud
• Legal consultation (from approx. €30 for phone advice)
• Sample letters — free on the website
• Warnings against dishonest companies
• Energy advice, financial advice, nutrition advice

Contact

• Website: verbraucherzentrale.de
• Phone advice: Varies by state, from approx. €1.50/min or flat rate
• In-person advice: In many cities, book appointment online

Schlichtungsstelle — Out-of-Court Resolution

Before going to court, you can use a Schlichtungsstelle:

• General Consumer Ombudsman (vsbinfo.de)
• Energy Ombudsman — for disputes with power/gas suppliers
• Banking Ombudsman — for bank problems
• Telecommunications Ombudsman (Bundesnetzagentur) — for mobile/internet issues
• söp (Public Transport Ombudsman) — rail and flight compensation

Advantages of Mediation

• Free for consumers (in most cases)
• Faster than court proceedings (approx. 90 days)
• Non-binding — you can reject the result and still sue

AGB — Read the Fine Print

General Terms and Conditions (AGB) must not unfairly disadvantage you. Invalid are, for example:
- Exclusion of warranty for new goods
- Unreasonably short complaint periods
- Hidden cost traps

In doubt: Invalid clauses can be ignored — the law applies.

As of: March 2026. All information without guarantee.