July 20, 2022, 11:25 am | Read time: 3 minutes
By water, air freight, train, or car–packages often travel great distances before reaching the recipient. Along the way, some deliveries may get damaged. TECHBOOK explains your rights in such cases and how to file a complaint with the provider.
The journey of a package from the seller to the customer is long–passing through half the country (and even further for international orders), many machines and people come into contact with the goods. Damage is not out of the question–but who is actually liable for it?
Overview
Package damaged–what to do?
As a rule, do not accept damaged deliveries! Before signing with the delivery person, be sure to check all sides of the package for signs of external force. If you accept the package anyway, have the damages acknowledged and take photos as evidence. Otherwise, your signature automatically confirms that it is undamaged. Filing a complaint afterward becomes problematic.
Once the damage is known, you should inform the seller or online retailer of the defect according to Section 434 of the German Civil Code (BGB). Consequently, you can exercise your right of withdrawal. The retailer must ensure that the goods arrive in perfect condition. You are not responsible for dealing with the parcel service; the retailer is.
Package at the neighbor’s and damaged?
If the neighbor accepted the package or the delivery person placed it on the property or in front of the door without consent, you can still file a complaint. This should only happen with your explicit permission. By the way, if the neighbor damages the package, their liability insurance covers it.
Also read: What can you do if the package doesn’t arrive?
What to Do if Your Package Doesn’t Arrive
Online Shopping Can Be Costly–A Recent Case Shows Why
What can I do if I send a package?
If a package you sent was damaged, use the complaint forms from providers such as Hermes, DPD, or DHL. Clearly explain the circumstances and send evidence such as photos you should take before shipping and receipts.
When does the parcel service have to pay damages?
Most parcel services protect themselves in their general terms and conditions against reimbursement for particularly expensive goods. Jewelry, gold, or cash are often considered extraordinary valuables not covered by regular parcel insurance.
If you cannot provide proof of the package’s value, your compensation is calculated based on weight (Section 431 of the German Commercial Code (HGB)). For about 5 kilograms of package weight, the amount is approximately 40 euros.