Cancellation & returns for business sellers
If you sell as a business seller (gewerblich, including Kleinunternehmer §19) to a private buyer (consumer), EU consumer law applies. The key right is the 14-day right of withdrawal (Widerrufsrecht).
What the 14-day right says
The buyer can return the item within 14 calendar days of receiving it, without giving any reason. You must refund the item price plus the original (cheapest standard) shipping cost.
The buyer typically pays the return shipping. You may inform them of this in your withdrawal-rights notice, and it should appear on your listing template.
What you do as a business seller
- Include a withdrawal-rights notice in your listing or order confirmation. The platform provides a default text — it is available at /widerruf and embedded in business-seller invoices.
- Accept the return. You don't get to refuse a within-14-days withdrawal because you don't like the reason.
- Refund within 14 days of receiving the returned item (or proof of return shipping, whichever comes first).
- Inspect on return. If the item shows substantial wear beyond what was needed to inspect it, you can deduct a reasonable amount from the refund — but be conservative and document it.
What you don't have to take back
- Items the buyer customised or had personalised
- Sealed records that were unsealed (provided this exclusion is clearly mentioned)
- Items that arrived as expected and the buyer simply changed their mind after the 14-day window
Misdescribed items — separate from withdrawal
If the item was misdescribed (wrong grade, missing inserts that you said were included, wrong pressing), the buyer's claim is under §434 BGB warranty law, which is broader than the 14-day window. You have a duty to remedy — by replacement, partial refund, or full refund on return.
This applies even after 14 days and is independent of consumer-law withdrawal.
Private sellers (C2C) — different rules
If you are listed as a private seller on the platform, the 14-day right of withdrawal does not apply. Private sellers sell "wie besehen" (as is). However, the misdescription remedy under §434 BGB still applies — if you sell a record graded NM and it arrives as G+, that's not a consumer-law issue but a contract issue.
What we do when returns arise
- Surface the return request in your dashboard
- Help mediate if you and the buyer disagree
- Track return rates per seller as a quality signal
Refunds are processed through the same channel the buyer paid you — see Refunds without platform escrow.
This is general information, not legal advice. The exact text of your withdrawal notice should be reviewed by your legal counsel. Our default text is provided as guidance and is under active legal review.