What are my rights if an online order never arrives?

What the Law Says

Under German consumer law, when you order goods online from a business, a binding purchase contract forms. If the seller fails to deliver, your rights are strong — especially because you’re protected as a consumer under special rules.

The core rule is in BGB § 433: the seller must hand over the item and transfer ownership. If they don’t deliver at all, they’ve breached this fundamental duty.

Because you’re a consumer buying from a business, BGB § 474 applies — triggering enhanced protections. This means statutory rights cannot be waived by generic 'no returns' clauses or fine print.

German law presumes delivery should happen within a 'reasonable time' — usually interpreted as up to 30 days unless a specific date was promised. If the seller guaranteed delivery by a certain date (e.g., 'shipped by Friday' or 'delivered before Christmas'), missing that date lets you cancel immediately.

Statutory Text

Durch den Kaufvertrag wird der Verkäufer einer Sache verpflichtet, dem Käufer die Sache zu übergeben und das Eigentum an der Sache zu verschaffen.

— BGB § 433 — German Civil Code

Statutory Text

Verbrauchsgüterkäufe sind Verträge, durch die ein Verbraucher von einem Unternehmer eine Ware (§ 241a Absatz 1) kauft.

— BGB § 474 — German Civil Code

What Courts Have Said

German courts confirm that non-delivery is a clear breach of contract — and consumers don’t need to wait or prove fault to act.

What to Do

Sources

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