Tried out the goods and then cancelled: when compensation for value looms

With an online cancellation you may inspect the goods, just as you could in a store. If your use goes beyond that and the item thereby loses value, the retailer can demand compensation for value. What matters is whether you only inspected or already properly used it.

Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:

Create a letter to the retailer →

Your chances of getting your money back

You may inspect the goods for condition, qualities and function as in a store, without owing compensation for value. The cancellation remains fully valid even with proper inspection (§ 357 BGB).

If you use the goods beyond that (e.g. clothing worn, device in permanent use) and this reduces the value, the retailer can demand compensation for value, but only if they correctly instructed you about the right of cancellation.

What you should do now

1
1. Only inspect, do not use
Test the goods as would be possible in a store. Keep the original packaging and accessories if possible.
2
2. Check the instruction
The retailer can only demand compensation for value if they properly instructed you about the right of cancellation and the compensation-for-value consequence. If this is missing, compensation for value is waived.
3
3. Cancel within the deadline
Cancel clearly within 14 days. A loss of value does not exclude the cancellation but at most leads to compensation for value.
4
4. Check excessive demands
If the retailer demands a flat-rate high compensation for value, question the calculation; they must set out the actual loss of value.

How to spot the scam

The retailer refuses the cancellation 'due to use', which is usually wrong.
A high compensation for value is demanded as a flat rate without a calculation.
You are supposed to waive the right of cancellation entirely because you unpacked.

Frequently asked questions

Can I cancel even though I tried out the goods?

Yes. A proper inspection as in a store does not prevent the cancellation. You do not have to leave the goods unopened. Only use going beyond that can lead to compensation for value.

When do I have to pay compensation for value?

If you used the goods beyond inspecting and thereby reduced their value, and the retailer instructed you properly beforehand about the right of cancellation and compensation for value. Otherwise compensation for value is waived.

How high may the compensation for value be?

It is measured by the actual loss of value, not as a flat rate. The retailer must set out how strongly the use reduced the value. You do not have to accept excessive flat rates.

Take action now

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

Create a letter to the retailer Check a suspicious message

More help: Emergency by phone · Act together · Right to a lawyer · All guides

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.