Returns & Complaints (Business customers)
Last updated: 18.06.2026
Note: These texts are templates and do not constitute legal advice. Placeholders in [brackets] must be completed and reviewed by a lawyer before publication.
esnafbuy is intended exclusively for businesses. A statutory consumer right of withdrawal therefore does not apply. Draft – have it reviewed by a lawyer before go-live.
No consumer right of withdrawal
As both buyers and sellers are businesses (B2B), the consumer right of withdrawal for distance contracts does not apply.
Complaints via the platform
Complaints about an order can be submitted through the complaint function in the orders area and resolved with the supplier.
Defects & warranty
Claims for defects are governed by the sales contract between buyer and supplier and by applicable law. As an intermediary, esnafbuy is generally not a party to the contract.
Samples
Samples serve to review products before a series order; returning samples is generally excluded unless agreed otherwise.