Goods arrived damaged? The retailer must deliver or refund
The ordered device or piece of furniture arrived damaged? You do not have to wrangle with the parcel service: when you buy as a consumer, the retailer is liable for the goods arriving with you undamaged.
Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:
Demand a replacement / refund →Your chances of getting your money back
What you should do now
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1. Document the damage
Photograph the packaging and the damage immediately after unpacking. That is your most important evidence.
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2. Inform the retailer
Report the transport damage to the retailer (not the parcel service) and demand a replacement or repair, with a deadline.
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3. If it fails: refund / withdrawal
If subsequent performance fails, you can reduce the price or withdraw and demand the full amount back.
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4. Get your money back
If the retailer does not respond, get your money back via buyer protection, a chargeback, or a bank recall, depending on the payment method.
Frequently asked questions
Do I have to turn to the parcel service?
No. Your contractual partner is the retailer. In a consumer sale they bear the transport risk (§ 475 BGB) and must provide a replacement or refund for a damaged delivery, regardless of whether the parcel service compensates them.
What if the retailer says I signed for the damage on receipt?
An acceptance receipt at delivery only confirms receipt of the parcel, not that the contents are flawless. Report hidden transport damage promptly after unpacking, with photos; your claim against the retailer remains.
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.