Like in most of Europe there are strict rules and regulations governing refunds and exchanges. Most shops will have instore advertising stating their exchange and return policies, and if they don’t, ask about your rights at the checkout. Generally there’s no room for negotiation on an exchange if you change your mind after you’ve made a purchase, or if you’ve damaged the item. The balance is in the shopper’s favour when it comes to refunds – legally, all consumers have a right to a minimum guarantee of two years for any goods purchased. If something is found to be defective within the first six months of purchase, it’s up to the shop owner to prove the item wasn’t defective at the time of delivery. After six months, you’ll have to come up with proof that it wasn’t in working order when you bought it. If you’ve got the hard evidence to prove it, you’re entitled to demand the goods are fixed or replaced at the company’s cost.

In practise, few people exercise this right after more than six months have passed unless it’s a big-ticket item (immediate complaints within weeks of delivery will get a better result from retailers). If the retailer refuses to exchange or repair the item you can take your case to the Verbraucherzentrale Berlin (Bayreuther Strasse 40, 030 214 850), which will argue your case if it’s strong enough. This organisation is also useful if you have any issues relating to contracts you sign in Germany, from phone deals to insurance policies.