Parcel arrived damaged: accept, refuse, complain?

If a parcel arrives visibly damaged, the most important rule is: document it. In a purchase as a consumer, the seller generally bears the risk for transport damage, even if the shipment is only noticed as damaged when unpacking.

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Your chances of getting your money back

In a consumer goods purchase, the risk only passes to you upon handover (§ 475 Abs. 2 BGB). If the goods are damaged in transit, that is the seller's problem; you are entitled to defect-free goods.

You do not have to refuse acceptance. What is important is to document the damage and inform the seller quickly, so they can secure their claims against the carrier.

What you should do now

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1. Document the damage
Photograph the packaging and contents before and while unpacking. With visible damage, if possible have a damage note recorded by the delivery driver.
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2. Inform the seller immediately
Report the transport damage to the seller promptly and attach the photos.
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3. Demand defect-free goods
Demand replacement delivery or, in case of withdrawal, reimbursement. In a consumer purchase, the seller bears the transport risk.
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4. Do not let yourself be fobbed off
Do not let yourself be referred to the parcel service; your contractual partner is the seller, not the carrier.

How to spot the scam

The seller refers you to the parcel service instead of helping themselves.
It is claimed that you should have refused acceptance.
You are supposed to bear the transport damage yourself.

Frequently asked questions

Do I have to accept a damaged parcel?

You can refuse acceptance but do not have to. In a consumer purchase the seller bears the transport risk, even if the damage is only noticed when unpacking. What matters is the documentation.

Who is liable for transport damage?

In a consumer goods purchase, the seller: the risk only passes to you upon handover (§ 475 Abs. 2 BGB). You are entitled to defect-free goods or reimbursement.

What do I have to do if the damage is only noticed when unpacking?

Photograph the damage and inform the seller quickly. You do not lose your rights just because you accepted the parcel; as a consumer you are protected regarding the transport risk.

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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.