Complaint to an online shop — enforce your consumer rights
Create your complaint letter to an online shop in seconds. The AI drafts a professional letter about defective goods, delivery problems, or withdrawal issues, referencing German consumer protection law.
Important Tips
- 14-day right of withdrawal for online purchases (Section 355 BGB) — period starts upon receiving goods
- Document defects immediately and take photos
- Demand repair or replacement (Section 437 BGB); if unsuccessful: withdrawal or price reduction
- Keep order confirmations, invoices, and shipping receipts
Notice Period
The right of withdrawal for distance contracts is 14 days from receipt of goods (Section 355 BGB). The statutory warranty period is 2 years from delivery (Section 438 BGB). In the first 12 months, the defect is presumed to have existed at delivery (reversal of burden of proof under Section 477 BGB).
How It Works
Describe
Describe in plain language what you want to write.
AI Creates Your Letter
Our AI generates a professional letter in DIN 5008 format.
Sign & Receive
Sign digitally and receive the finished PDF by email.
Frequently Asked Questions
What rights do I have for a defective online order?
Under Section 437 BGB, you are entitled to repair or replacement. If this fails twice, you can withdraw from the contract or reduce the price. In the first 12 months, the burden of proof is reversed (Section 477 BGB): the defect is presumed to have existed at delivery. The seller bears the costs of remedy.
How can I withdraw from an online purchase?
For online purchases, you have a 14-day right of withdrawal from receipt of goods (Section 355 BGB). You must explicitly declare the withdrawal — simply returning the goods is not sufficient. Return shipping costs are usually borne by the consumer unless the seller voluntarily covers them. The refund must be issued within 14 days of the withdrawal.
What can I do if the online shop does not respond?
Set a written deadline of 14 days. If the shop does not respond, contact the consumer advice center, use the European Online Dispute Resolution platform (ODR platform), or file a buyer protection claim if you paid by credit card/PayPal. For EU shops, the European Consumer Centre (ECC) can help.
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Create online shop complaint
Create your complaint letter to an online shop in seconds. The AI drafts a professional letter about defective goods, delivery problems, or withdrawal issues, referencing German consumer protection law.
Create online shop complaint