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Emergency

Goods returned but no refund

After an effective withdrawal, the retailer must refund the purchase price. Some retailers take their time or refuse the refund. But you have clear claims and deadlines on your side to get your money.

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Your chances of getting your money back

After the withdrawal, the trader must refund the payments without delay, at the latest within 14 days (§ 357 BGB). But he can refuse the refund until he has received the goods back or you have proven the dispatch.
As a rule, the original outbound shipping must also be refunded. If the refund fails to appear, you can demand it by setting a deadline and, if necessary, pursue it further.

What you should do now

  1. 1

    1. Secure evidence

    Keep the withdrawal, return receipt and shipment tracking.

  2. 2

    2. Check the deadline

    Clarify whether the 14-day deadline for the refund has expired.

  3. 3

    3. Request payment

    Ask the retailer in writing to refund by setting a deadline.

  4. 4

    4. Enforce

    If the payment fails to appear, you can pursue the claim further.

How to spot the scam

  • Proof of the return is missing.
  • The retailer relies without grounds on goods allegedly not received.
  • The refund of the outbound shipping is refused.

Frequently asked questions

By when must the retailer refund?

After an effective withdrawal, without delay, at the latest within 14 days (§ 357 BGB). The retailer may, however, withhold the refund until he has received the goods back or you prove that you sent them off. A dispatch receipt is therefore important.

Do I also get the shipping costs back?

The retailer must usually refund the costs of the outbound shipment, at least at the level of standard delivery. You often bear the costs of the return yourself if the retailer informed you about it. Check the terms and the withdrawal instruction.

What if the retailer simply does not pay?

Ask him in writing to refund by setting a deadline and enclose your evidence. If he does not react, you can pursue the claim further, for example via a dunning procedure. With payment by direct debit or buyer protection, these routes can also help.

Take action now

We put together the ready-made texts and the right places to contact for you.

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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.