Consumer rights essentials

Key rules on withdrawal, warranty claims and dealing with debt collection.

Right of withdrawal

Distance contracts can usually be cancelled within 14 days without giving reasons.

Applies to online, phone or doorstep sales. Exceptions include bespoke goods or sealed hygiene products.
Traders must inform you about the withdrawal period and return shipping costs. Missing information extends the deadline to 12 months plus 14 days.
Send the withdrawal in writing (email is fine) and return the goods within 14 days – keep receipts.

For digital content the right ends only after explicit consent to immediate download.

Statutory warranty lasts two years; guarantees are voluntary extras.

Within the first 12 months the seller has to prove that the product was not faulty when delivered.
Document defects early and request repair or replacement in writing. After two failed attempts you may reduce the price or cancel the contract.
Read guarantee terms carefully – they supplement but never replace statutory rights.

Tip: Set clear deadlines in writing to speed up responses.

A short written objection stops illegitimate claims.

Verify the claim: contract, amount, invoices. If anything is wrong, object in writing and keep copies.
Collection fees are capped under German law – ask for a detailed breakdown and pay only justified costs.
If you receive a court order, file an objection within 14 days to avoid enforcement.

Consumer advice centres or debt counselling offices can help if unsure.