Wrong goods delivered? You are entitled to the right ones
You ordered the blue model, but a completely different product was delivered? You do not have to accept a wrong delivery. You are entitled to receive what you ordered and paid for.
Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:
Demand the correct goods →Your chances of getting your money back
What you should do now
- 1
1. Document the discrepancy
Record what was ordered and what was delivered (order, photos, delivery note).
- 2
2. Demand the correct goods
Ask the seller in writing to deliver the ordered goods (set a deadline).
- 3
3. Clarify the costs
Return and re-delivery are at the seller's expense; demand this explicitly.
- 4
4. Check further rights
If the supplementary performance does not work, withdrawal or a price reduction come into consideration; use the right of withdrawal if applicable.
Frequently asked questions
What can I do if the wrong goods were delivered?
A wrong delivery counts as a material defect. You are entitled to supplementary performance, that is, delivery of the correct, ordered goods (§§ 434, 439 BGB). The costs for this, including the return of the wrong goods, are borne by the seller. Ask them in writing with a deadline to deliver the correct product.
Do I have to return the wrongly delivered goods at my own expense?
No. With a wrong delivery the seller bears the costs of the supplementary performance, that is, also the return of the wrong goods. Demand a free return label. If the seller does not deliver the correct goods despite the deadline, you can withdraw or reduce the price; with online purchases you additionally have the right of withdrawal.
Take action now
We put together the ready-made texts and the right places to contact for you.
General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.