Overview
- Intact items bought in stores have no statutory return right, so exchanges depend on a retailer’s goodwill and any promised policy should be obtained in writing.
- Online purchases carry a 14‑day withdrawal right starting on delivery, a withdrawal notice is required, and customers typically pay return postage unless the merchant offers a free label.
- Many retailers advertise extended holiday windows into January—such offers are voluntary but binding once promoted, with Amazon cited for broader January or 30‑day returns on late‑year buys.
- Some categories are excluded from withdrawal, including custom-made goods, perishables, opened hygiene items and unsealed media, and private sales generally do not trigger statutory return rights.
- For defects, buyers can rely on statutory warranty under the BGB: sellers must repair or replace at their expense and bear the proof burden for faults appearing within 12 months, with proof of purchase helpful even if a receipt is missing.