Buyer protection

Deutsche Kontor Privatbank AG, under the Deutsche Handelsbank brand and in cooperation with SOFORT AG, offers buyer protection for SOFORT Überweisung. This buyer protection guarantees you, as our customer, a money-back guarantee in the event of non-delivery.

Claim buyer protection

Your purchase is only covered by buyer protection if the SOFORT Überweisung buyer protection seal is displayed on the payment form and you have activated buyer protection by clicking the small button (below the input fields for account number and PIN). A window will then open for your email address, so you can receive a confirmation email from Deutsche Handelsbank with further information about your buyer protection after completing the purchase process.

Buyer protection: Protection against non-delivery

When paying in the shop, you select SOFORT Überweisung with buyer protection. This means that the payment amount is not transferred directly to us as the merchant, but is deposited into an escrow account at Deutsche Handelsbank. Deutsche Handelsbank will only release the amount to us after a 14-day period. During this time, you can claim buyer protection in the event of non-delivery.

Claim buyer protection

If we have not delivered the goods you ordered, you can claim buyer protection within 14 days of your payment via SOFORT Überweisung. You will find the link to claim buyer protection in your confirmation email. Therefore, please provide a valid email address during the payment process. The email address you provide will only be used to process your buyer protection claim.

For details of buyer protection, please refer to the buyer protection conditions of Deutsche Handelsbank.