Returns, exchange and right of return when shopping online

In short: With online purchases you can generally withdraw from goods within 14 days without giving a reason and send them back; an exchange in a shop, by contrast, is goodwill.

In more detail: Return is not just return. It depends on why and where something was bought. Three cases must be distinguished: withdrawal in distance selling, statutory warranty for defects and the retailer’s voluntary goodwill.

In Depth

Withdrawal for online purchases

For purchases over the internet, by telephone or catalogue (distance selling) you have a 14-day right of withdrawal from receipt of the goods. You do not have to give a reason. The withdrawal must be clearly declared (email, form, letter; not merely sending back without a statement). The retailer refunds the purchase price with standard shipping costs within 14 days after the withdrawal. The return shipping costs are often borne by the buyer if the retailer pointed this out beforehand.

Exceptions

There is no right of withdrawal for, among others, custom-made goods, quickly perishable food, sealed goods for hygiene reasons after opening (for example cosmetics), data carriers with a broken seal, tickets for specific dates and digital content after early start with consent. Also for purchases in a shop there is no statutory right of return.

Defects: statutory warranty

If the goods are defective or not as described, the warranty rights apply: first remedy (repair or replacement), then withdrawal or price reduction. They last two years and run against the seller, not the manufacturer. In the first twelve months it is presumed that the defect existed at purchase (reversal of the burden of proof).

In practice

• Keep the date and proof (order confirmation, tracking).
• Only try the goods out within the scope of inspecting: heavy use can lead to compensation for loss of value.
• Declare the withdrawal in time, do not just send back.
• For purchases from private sellers (classifieds, flea market) there is usually no right of withdrawal.
• In case of dispute the consumer advice centre helps.

See also: Right of withdrawal in distance selling, Guarantee and warranty, Shopping safely online