briefsende.de
EN/DE
Write a letter

Complaints

Filing a written product complaint in Germany: how to do it right

The new device is defective, the goods arrived damaged — and the seller ignores your emails? A written complaint by letter sends a clearer signal and creates evidence. Here is how to file it properly.

Updated August 2026 · 6 minutes read

Opened parcel with defective headphones, beside it a formal complaint letter and a pen

Your rights in brief

For a defective product you have statutory warranty rights against the seller (§ 437 BGB): first supplementary performance — repair or replacement (§ 439 BGB). Only if that fails can you reduce the price or withdraw from the contract. The warranty on new goods runs two years from delivery (§ 438 BGB). Important: this is different from the manufacturer's voluntary guarantee.

Clipboard with a checked list: photo, receipt, letter — beside it a parcel
Three pieces of evidence usually suffice: a photo of the defect, the purchase receipt and your written complaint.

How to structure the complaint

  1. Receipt data: order number, purchase date, product name.
  2. Describe the defect: concrete and factual — "The device has not charged since 10 April 2026", not "everything is broken".
  3. Concrete demand: repair or replacement — with a deadline, 14 days is common.
  4. Announce the consequence: "Otherwise I will withdraw from the purchase contract and demand a refund of the purchase price."

Sample wording

Subject: Complaint — order no. 12345 of 2 March 2026

Dear Sir or Madam,

on 5 March 2026 I purchased headphones (model XY) from you. Since 10 April 2026 the device no longer charges; a defect of the charging port is visible.

Under the statutory warranty I demand supplementary performance: please repair the device or deliver a defect-free replacement by 15 May 2026 at the latest. Should the deadline expire without result, I will withdraw from the purchase contract and demand a refund of the purchase price of €89.90.

Yours faithfully

The ready-made template is at Warranty claim.

Secure evidence and send

  • Take photos of the defect and enclose them with the letter,
  • attach a copy of the receipt or invoice,
  • send the letter with proof — by registered mail or online via the letter editor with a dispatch confirmation.

If the seller ignores even the written complaint, the article Writing a complaint letter shows the next steps — up to the arbitration board. Setting the deadline is explained in Setting a final deadline.

Read next