Easily protect each purchase for a low price
or even free within seconds
Two models for secure purchases: how to activate Buyer Protection
Every shop awarded the Trusted Shops Seal of Approval offers you reliable Buyer Protection. So that you can make and pay for orders with confidence, you are protected against the loss of your purchase price payment in the event of non-delivery or after returning the goods – regardless of the method of payment.
With the Classic model, Buyer Protection is offered after the order, whereas it is already in the shopping basket with the Excellence model. You can see which of the two models the shop offers in the corresponding Trusted Shops certificate.
Classic model: activate buyer protection immediately after making the order
The Classic model is free for you. Every order can be protected up to € 2,500. Free Buyer Protection is offered to you immediately after making the order in the shop. Simply check the details on the form and activate Buyer Protection by confirming.
Excellence model: add Buyer Protection to your shopping basket
The Excellence model enables you to guarantee your order up to € 20,000. There is a small charge for this. You will either be offered a sufficient guarantee amount by the shop or you yourself will define up to what amount your purchase should be protected. As Buyer Protection in the Excellence model is in your shopping basket like a product, this is automatically activated when your order is completed.
Trusted Shops Buyer Protection,
guaranteed secure for 30, 60, 90 or 120 days
The start of Trusted Shops Buyer Protection corresponds to the date of your order with one of our certified online shops (it is not possible to delay the beginning of the period). Trusted Shops Buyer Protection runs for 30, 60, 90 or 120 days, depending on the shop. You can check the exact period at any time in the online shop’s certificate (clicking on the Trusted Shops seal opens the online shop’s certificate) or in the Buyer Protection registration form – see example.
Trusted Shops Buyer Protection can be extended once by 30 days in the Trusted Shops system until the end of the agreed period of coverage. After this extension expires, a claim for a refund of the purchase price can be made to Trusted Shops.
How you extend Trusted Shops Buyer Protection by 30 days
After Buyer Protection expires, you will receive an e-mail from Trusted Shops. In the message, you will find a link which you can use to log into the Trusted Shops system.
To extend Buyer Protection in the system, click on “Give feedback”. The next steps will be explained to you in detail. Simply follow the menu.
If you would like to end Buyer Protection, click on “my order is complete”.
Your own Trusted Shops account: an overview of your guarantees.
When you first purchase from a certified shop and activate Buyer Protection, you will automatically receive a free Trusted Shops account for your e-mail address. All Buyer Protection guarantees that you have activated when making online purchases in certified shops using this e-mail address are shown here clearly. This enables you to verify the status of all the guarantees at a glance.
If you have forgotten the access data for your account, you can ask Trusted Shops to send the data to the given e-mail address so you can log into your account again. This access data enables you to access the service areas in the Trusted Shops system. You can also use this area to send order problems to Trusted Shops, for example.
Have you activated Trusted Shops Buyer Protection during your order? Log in and see the status of your guarantees at a glance!
You should take note of these: the guarantee conditions
The Trusted Shops Guarantee, a money-back guarantee, is part of Trusted Shops Buyer Protection and protects you from losing the paid purchase price. Other services include customer service and mediation.
Please consult the terms and conditions for the Trusted Shops Guarantee to see what you should do to exercise your guarantee rights in the event of a claim.
Terms and conditions for the Trusted Shops Guarantee ▼
Guarantee with a system - how Trusted Shops helps with order problems
The ordered goods do not arrive within the given period? There are problems after making the order or returning the goods? With Trusted Shops, you can find fast solutions and will get your money back in guarantee cases. During the guarantee period, the seller has the possibility of solving any problems e.g. by verifying the delivery chain – beginning with the receipt of goods from the product manufacturer or the wholesaler through to the dispatch of goods via logistics companies or suppliers.
Shortly before the end of the agreed guarantee period we will remind oyu for your feedback. If the problem is not solved until then, simply log into Trusted Shops and make a corresponding report in the system. You have time until the expiry of Buyer Protection to do this. The guarantee is then extended by 30 days and Trusted Shops becomes active. The Trusted Shops service team will contact the seller, ensure fast processing and take care of the financial details.