Are you damaged goods 1

Sample letter: Package arrived damaged

► If you have bought from an online shop and the delivery arrives damaged, the retailer is liable for it. This also applies if the parcel service caused the damage. Use sample letter A for this.

► If it is a damaged parcel from private to private, then the sender and recipient must contact the parcel service directly. Use sample letter B for this.

See our damage guide with detailed tips. Take photos as evidence of the packaging box, the contents and do not throw anything away.



Sample letter A - Claims for damage to an online shop

Note: Please delete or adjust all incorrect sentences

Max sender
Sample path 1
12345 Berlin
E-mail:
Phone:


Please insert the retailer's recipient address here
You can find them e.g. in the imprint of the online shop

(please insert today's date)



Delivery arrived damaged
Order number: .... from ..... (please enter order number and order date)

Dear Sirs and Madames,

I received the delivery for the above order number on ... (insert delivery date). Enclosed you will find photos that document the condition of the shipping box and the damaged goods.

I only noticed the damage to the goods after unpacking the box.
The outside of the shipping box was not damaged.
The shipping box was externally damaged.
I ask for the return of the goods and a refund of the purchase price.
I ask for an exchange of the damaged goods.

Please send me a return sticker so that I can send the goods back, or arrange for me to collect the goods.

I would like to point out that the damaged box is no longer suitable for parcel delivery. Therefore I offer you to buy a new shipping box from the post office for a reimbursement of ... Euro and to send the goods back in it.

With best regards


Max sender



Sample letter B - damage claim for a private parcel

Also note the official claim forms from the parcel services

Max sender
Sample path 1
12345 Berlin
E-mail:
Phone:


Insert the address of the parcel service here
Look here

(please insert today's date)



Claim for damages due to a damaged package
Consignment number .... from .....

Dear Sirs and Madames,

As you can see from the attached photos, the package mentioned above was delivered damaged by you.

I reported the damage to you on ... but received no response.

Due to the resulting damage in the amount of ... euros, I am demanding appropriate compensation from you. I have enclosed a proof of value (receipt, purchase invoice) for the contents of the package. This was about ...

Please transfer the compensation within 14 days to my account with the IBAN ... and BIC ... at the bank ....

• I am the sender of the package; I have enclosed a copy of the parcel posting slip.
• I am the recipient of the package and I am claiming compensation in accordance with Section 421 of the German Commercial Code (HGB). The sender has assigned the claim for damages to me. A copy of the parcel delivery receipt is enclosed.

The damage to the shipping box must have been caused by unusually strong pressure during transport. It was a sturdy, newly purchased shipping box. If you claim that the packaging used was inadequate, I reserve the right to call in an independent packaging expert.

With best regards


Max sender



Note: Please delete or adjust all incorrect sentences