How do I get my money back?
Your next steps depend on how you actually paid. Choose your payment type below and contact your bank or payment provider promptly. Each case is assessed individually.
Still unsure whether the shop was a fake at all? Use the fake-shop check.
Deadlines by payment type at a glance
Click on a payment type for the detailed step-by-step guide.
PayPal Buyer Protection
180 days
180 days from the payment date
View guideSEPA direct debit return
56 days
8 weeks from the account debit (authorised) – up to 13 months for an unauthorised direct debit
View guideCredit-card chargeback (reversal)
check provider terms
deadline depends on the bank, card network and dispute reason – ask directly
View guideKlarna Buyer Protection
check provider terms
check the deadline and payment plan in your Klarna account; report promptly
View guideBank transfer / instant transfer
act immediately
call your bank immediately – an executed transfer cannot be unilaterally reversed
View guideAll deadlines as a table
| Payment type | Deadline |
|---|---|
| PayPal Buyer Protection | 180 days from the payment date |
| SEPA direct debit return | 8 weeks from the account debit (authorised) – up to 13 months for an unauthorised direct debit |
| Credit-card chargeback (reversal) | deadline depends on the bank, card network and dispute reason – ask directly |
| Klarna Buyer Protection | check the deadline and payment plan in your Klarna account; report promptly |
| Bank transfer / instant transfer | call your bank immediately – an executed transfer cannot be unilaterally reversed |
The earlier, the better
Deadlines can start at different events, such as payment or account debit, and depend on the provider and the case. Report the problem promptly and check the current terms with your bank or payment provider.
In addition to reclaiming the money, you should in any case report the case and, if you have already made a transfer, read our immediate measures for money already transferred.
Was the shop a fake at all?
The free fake-shop check shows verified signals and the limits of its assessment.
Check a shop nowFrequently asked questions
It depends on the payment type: with PayPal you open a buyer protection dispute, with a direct debit you have your bank reverse the debit, with a credit card you request a chargeback from your bank. The earlier you act, the better your chances.
SEPA direct debit and eligible PayPal payments have defined dispute processes. Your bank normally cannot unilaterally reverse an executed transfer. Contact it immediately anyway.
Even after the official deadline has passed, it is worth a try: some banks and providers decide as a gesture of goodwill. In addition, you should in any case file a criminal complaint with the police.
Yes. A complaint helps prevent further victims and is often a prerequisite for certain refund routes (e.g. for bank goodwill after a transfer).
This overview is independent, editorial consumer information and does not replace legal advice. All information is provided to the best of our knowledge and without guarantee – the terms and conditions of the respective payment provider or the conditions of your bank or savings bank are always authoritative. In specific cases, contact a consumer advice centre (Verbraucherzentrale) or a lawyer specialising in contract law. The deadlines described here reflect the German legal situation.