How do I request a return

Free returns with PayPal

What are the advantages of the "Free Returns" service?

If you have purchased products online and paid for with PayPal and are returning them within the return period and in accordance with the retailer's return policy, you can request a refund of the shipping costs for the return, unless the retailer already offers free returns.

Free returns only apply to returns via standard shipping (no express options) and only for owners of German PayPal accounts that are not blocked or restricted. You must have activated the service by entering your email address at

You can request reimbursement of the return shipping costs in your PayPal account within 30 calendar days from the date of return. To do this, select the returned item on the Activities page. Click on "Request Reimbursement of Return Shipping Costs" to submit your request.

When can I not take advantage of Free Returns?

Free returns are excluded in the following cases: for purchases that have not been paid for or are not fully paid for with PayPal, for purchases that violate the PayPal Terms of Use, for digital goods and vouchers, for products, for the return costs already from the merchant have been accepted or reimbursed, provided that the payment for the products has not been made in full with PayPal (e.g. when paying (even in part) with cash, travelers checks, credit cards or other means of payment). Free returns can only be used for products that have been paid for in full with PayPal, for products that cannot be returned according to the retailer's return policy (e.g. after the return period has expired or for goods that have been made to customer specifications) Reimbursement of costs incurred through loss, theft or damage to returns, if you have not requested a refund from us within 30 days of the return shipment, for purchases made more than 150 days ago.
The use of free returns is excluded if you do not incur any costs as a result of your return, for example because the return is free of charge for you for whatever reason.

Can I claim free returns if the retailer offers a similar service?

No. Free returns are only available if the retailer from whom you purchased the product does not offer free returns or a refund of the shipping costs for such returns. If the retailer offers the free or refundable return of their goods, you must use the retailer's service - the use of free returns is excluded in these cases.

Is there a limit to the reimbursement for Free Returns?

Yes. We reimburse a maximum of 25 euros per application - this upper limit also applies if the actual costs are higher in individual cases. If you send back several products in the same return, this counts as a return and thus the upper limit of 25 euros.

Is there a cut-off period for refunds under Free Returns?

Yes. If you have purchased products online, paid for with PayPal and returned the products within the return period and in accordance with the merchant's return policy, you can only request a refund of the shipping costs for the return within 30 days of the return shipment from PayPal.

How often can I use the service?

Free returns can be used a maximum of twelve times per PayPal account in 12 calendar months (between January 1st and December 31st). A maximum of 3 (three) return requests can be made per PayPal transaction code.

Who can I contact if I have questions about free returns?

If you have any questions about the free returns service, write to: [email protected]

Are Free Returns really free?

Yes. As part of the service, there are no costs or deductibles for you, provided the upper limit is not exceeded.

What documents do I have to enclose with my reimbursement request?

In addition to the fully completed reimbursement form, we need a suitable receipt that proves that you have paid the return costs, how you paid them and clearly shows the amount that should be reimbursed to you.

A)If you paid the return costs directly at the post office counter or with a courier, please send us a receipt from the post office or the shipping company stating the return costs and a document that proves that you have sent the return to the seller. This can be, for example, receipts or a photo of the return shipment on which the recipient's address is clearly legible.
B)If the return shipping costs have already been deducted from the purchase refund amount, please send us proof of the original price of the returned item and proof that clearly and transparently shows the purchase refund amount and the date of the refund (such as the confirmation email, which confirms receipt of the return and shows the purchase refund amount). Photos or scanned images of the original documents are only permitted if all the required information is fully legible. Be sure to keep the original documents so that you can show them in case the copies sent are illegible.

What rules apply to incomplete applications?

If your application is incomplete, you must submit all missing documents by email within 14 calendar days from the date of the request.

How do I get my money back?

If your application is approved, you will receive a corresponding credit in your PayPal account.

How do I know if my refund request has been approved?

We will keep you informed by email while your application is being processed: We will confirm receipt of your refund application on the same day (or on the next working day if you submitted your application after 6 p.m. CET or on the weekend). Within 5 working days of receiving your full refund request, we will inform you whether your request has been approved or denied. If approved, the refund amount will be credited to your PayPal account within 5 additional working days.

What if I return a product that I purchased before Free Returns was introduced (before 3/8/2016)?

Unfortunately, the service does not apply retrospectively.

Further provisions in the context of free returns

Free returns cannot be combined with other services that are also used to reimburse the shipping costs for returns, regardless of whether these are offered by PayPal or a third party.

Requests for reimbursement that do not comply with the provisions of these GTC will be rejected.

Requests that provide incorrect information will also be rejected and you will be excluded from further use of Free Returns without prior notice. A new registration for free returns is expressly not permitted in these cases.

You acknowledge that PayPal or TELUS International will only send all information in connection with free returns to the email address stored in your PayPal account. For this reason, you should check the messages sent to this email address regularly.

PayPal and TELUS International will do everything to ensure that the "Free Returns" service remains available continuously and in high quality. Regardless of this, PayPal and TELUS International assume no liability for malfunctions or failures that can be traced back to circumstances that are beyond the control of PayPal and TELUS International and cannot be foreseen, avoided or easily remedied. Such circumstances include: The complete or partial interruption of free returns or problems with access to this service, the specific causes of which are beyond the control of the provider, e.g. the complete or partial non-fulfillment of the user's obligations, a disruption or overload of the network or Manipulation by third parties, misuse of the "Free Returns" service by the user, providing incorrect information or data by the user, cases of force majeure or manipulation by third parties. In addition, PayPal and TELUS International assume no liability for indirect damage suffered by the user through the use of free returns, provided that this damage was not caused by gross negligence or intent on the part of PayPal or TELUS International. Such indirect damage includes lost business opportunities or profits, business interruption, and commercial and financial losses.

These GTC can be changed at any time. The applicable GTC are published at and replace all previous versions with immediate effect. You should therefore check the information published at regularly to find out about any changes to these GTC. If you reject these changes in whole or in part, you can refrain from using the service when the changes take effect.

PayPal reserves the right to change or temporarily or permanently discontinue Free Returns at any time and for any reason. If possible, such changes will be announced by email 30 days in advance.

You hereby consent to the automatic processing of your personal data collected in connection with free returns. You also agree that your personal data can be processed by PayPal and TELUS International for the purposes described in these GTC.

According to the Federal Data Protection Act, we expressly point out that the provision of this data is absolutely necessary, as it is required to process free returns and to process requests for reimbursement. Without this data, PayPal and TELUS International cannot process your reimbursement request.

Your details are stored in databases that only PayPal and TELUS International have access to. This is done solely to provide free returns.

You hereby acknowledge and agree that PayPal and TELUS International can transfer your data to countries outside the European Union, in particular to the USA. Legal data protection in these countries may differ from EU standards. The parties named have access to all data required to process free returns. This transfer of personal data is the subject of standardized contractual clauses drawn up by the European Commission in accordance with the applicable legal provisions.

In accordance with the applicable data protection regulations, you can access your personal data and have them corrected or deleted or you can raise objections to the storage of your data. You can exercise these rights by submitting a written request to the operator of the "Free Returns" service.

Correspondence relating to free returns is in German.

The law of the Federal Republic of Germany applies to all disputes arising from or in connection with the use of Free Returns.

For general questions about free returns, please write to [email protected]

Free returns is a service provided by PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg, registered in the Luxembourg Commercial Register under R.C.S. Luxembourg B 118 349.

The operator of the service is TELUS International. TELUS International is the business name of Callpoint New Europe AD, with its registered office at Alabin Street 1-3, 1000 Sofia, Bulgaria, entered in the Bulgarian Commercial Register under No. 9829/2004.

The protection of your personal data is top priority for PayPal, which is why we only use your data in strict compliance with the data protection declaration. Please read the privacy policy to better understand our commitment to your data and personal information. You agree to the privacy policy of PayPal (Europe) S.à r.l. et Cie, S.C.A. to and authorize PayPal to share your data within PayPal and affiliated companies ("PayPal Group") and service providers of the PayPal Group, your email address and other information necessary for the provision of the service (including such account information that is necessary to reimburse the return shipping costs).

Last updated: November 26, 2018