The German e-commerce market is one of the largest in Europe, but it has exceptionally strict consumer protection laws. Mistakes on an online shop's website can lead to costly cease-and-desist letters (Abmahnung) from competitors.

Mandatory legal texts on the shop

Every online shop must have the following, accessible from any page: the legal notice (Impressum), a privacy policy (Datenschutzerklärung), general terms and conditions (AGB) and information on the right of withdrawal (Widerrufsbelehrung) with a model withdrawal form.

The order button rule and price transparency

The final order button must clearly state that the order involves payment: the law requires wording such as “zahlungspflichtig bestellen” (order with obligation to pay), “kaufen” (buy) or similar. Prices must state that VAT is included, and delivery costs must be shown before the customer clicks the button.

The consumer's 14-day right of withdrawal

By law, consumers can withdraw from a purchase without giving reasons within 14 days of receiving the goods. The seller must refund the full price of the goods and standard delivery, but the buyer can be made to pay for the return shipping if they were informed of this in advance in the withdrawal information.

Mandatory packaging registration with LUCID

Any seller who sends physical goods to consumers in boxes or envelopes must comply with the Packaging Act (Verpackungsgesetz). This requires registration in the LUCID packaging register and a contract with a dual waste-disposal system before the first parcel is sent.

What to check

  • Have your terms and conditions and withdrawal information drafted by specialised lawyers.
  • Make sure the purchase confirmation button in the basket is labelled correctly.
  • Register with LUCID and pay for the recycling licence for your packaging.
  • Offer the payment methods Germans trust: PayPal, purchase on invoice (Rechnung) and Klarna.

Example situation

An eco-products shop provides the withdrawal form automatically in the customer account and shows delivery costs next to every item, removing the usual grounds for legal complaints.

Next step

Do not copy someone else's terms and conditions: competitors and consumer associations look out for unlawful clauses, and a cease-and-desist letter (Abmahnung) with legal costs easily runs to hundreds or thousands of euros.

Official information on this topic

Checklists and examples are organisational recommendations. Requirements depend on the procedure, the city and your situation; check them with the relevant office before you act. Please discuss legal and tax questions with an authorised professional.

This article was prepared with the help of AI. The example illustrates the approach and does not describe a client case.