Returning Items in Germany: Phrases and Your Rights

Returning items in Germany catches many expats off guard. Unlike some countries where you can bring almost anything back within 30 days, the rules here depend on whether you bought in-store or online, whether you have the receipt, and whether the store has its own policy. Knowing the right phrases helps you handle the conversation at the counter without confusion.

Returning items in Germany requires understanding the difference between in-store and online purchases. In-store returns are not legally required (stores offer them voluntarily), while online orders come with a 14-day withdrawal right. Either way, you need the receipt and the right German phrases.

Returning Items in Germany: In-Store vs Online

For items bought in a physical shop, there is no automatic legal right to return them just because you changed your mind. However, most larger retailers offer a voluntary return window, typically 14 to 30 days. Smaller boutiques may not accept returns at all. Always check the store's policy before buying. For a broader overview of shopping rules, see our shopping in Germany guide.

Online purchases are different. Under EU consumer protection law, you have a 14-day “Widerrufsrecht” (right of withdrawal) from the day you receive the item. You do not need to give a reason. The seller must refund you within 14 days of receiving the returned goods, though you may have to pay return shipping depending on the retailer.

Key German Phrases for Returns and Exchanges

At the customer service desk or register, here are the phrases you will use most often. Staff at chain stores handle returns regularly, so they will understand what you want if you lead with the right sentence.

• “Ich möchte das zurückgeben.” - I would like to return this.
• “Kann ich das umtauschen?” - Can I exchange this?
• “Hier ist der Kassenbon.” - Here is the receipt.
• “Es passt leider nicht.” - Unfortunately, it does not fit.
• “Es ist defekt.” - It is defective.
• “Kann ich mein Geld zurückbekommen?” - Can I get my money back?
• “Bekomme ich einen Gutschein?” - Will I get a voucher?

Some stores only offer a “Gutschein” (store voucher) instead of a cash refund. This is common for voluntary returns. If the item is genuinely defective, you have stronger rights under German warranty law (“Gewährleistung”), which covers defects for up to two years after purchase.

What If You Lost the Receipt?

Without a “Kassenbon” (receipt), most stores will refuse a return. Some may check your bank statement as proof of purchase, but this is rare. If you paid by card, the transaction record on your bank statement might help as a last resort.

• “Ich habe den Kassenbon leider nicht mehr.” - I unfortunately no longer have the receipt.
• “Ich habe mit Karte bezahlt.” - I paid by card.
• “Kann ich trotzdem umtauschen?” - Can I still exchange it?

Returning Defective Items: Your Rights

If an item is broken or faulty, German law is on your side. The “Gewährleistung” (warranty) gives you the right to a repair or replacement within two years. During the first year, the burden of proof is on the seller. After that, you may need to show that the defect was not caused by your own use.

• “Das Gerät funktioniert nicht richtig.” - The device is not working properly.
• “Ich möchte von der Gewährleistung Gebrauch machen.” - I would like to use the warranty.
• “Können Sie es reparieren oder ersetzen?” - Can you repair or replace it?

For everyday shopping interactions where you might need to ask about sizes, availability, or returns, try the Retail Shopping scenario on EverydayDeutsch.