By sea, air freight, train or car – parcels sometimes cover enormous distances before they reach the recipient. On the way it can happen that one or the other delivery is damaged. TECHBOOK explains what your rights are in this case and how you can complain to the provider.
The path of a package from the seller to the customer is long – on the way through half of the country (and even further for foreign orders) many machines and people come into contact with the goods. Damage cannot be ruled out – but who is actually liable for it?
Package damaged – what to do?
Basically, damaged deliveries should not be accepted! Therefore, before signing for the courier, be sure to check all sides of the package and look for signs of external force. If you accept the package anyway, get a receipt for the damage and take photos as evidence. Otherwise you automatically confirm with your signature that it is intact. A complaint then becomes problematic afterwards.
After you become aware of the damage, you should contact the seller or online retailer for the material defect §434 BGB Clues. As a result, you can assert your right of withdrawal. The retailer must ensure that the goods reach the buyer in perfect condition. You are not responsible for dealing with the parcel service, he is.
Package at the neighbor and broken?
If the neighbor has accepted the package or if the courier has placed it on the property or in front of the front door without your consent, you can still make a complaint. Because this may only happen with your express permission. By the way: If the neighbor damages the package, their liability insurance will take effect.
Also read: What can you do if the package doesn’t arrive?
What can I do when I send a package?
If a package you sent was damaged, then use the complaint forms of the providers, e.g Hermes, DPD or DHL. Explain the circumstances in detail and include evidence such as photos that you should take before shipment and receipts.
When does the parcel service have to pay compensation?
Most parcel services protect themselves against reimbursement for particularly expensive goods in their general terms and conditions. Jewellery, gold or cash are often considered exceptional valuables that are not covered by regular parcel insurance.
If you cannot provide proof of the value of the package, your compensation will be calculated based on the weight (§431 HGB). For a package weight of around 5 kilograms, this results in an amount of around 40 euros.