The Trusted Shops seal of approval

Money-back guarantee

What is the Trusted Shops guarantee?

The Trusted Shops guarantee – provided by Atradius free of charge for the consumer – gives you security when you pay in advance, for example when ordering a product by prepayment, credit card or direct debit. Thanks to the money-back guarantee, online shopping is just as safe as going to the corner shop – while offering all of the advantages that come with buying over the Internet: convenience, competitive prices, tremendous selection and easy comparison shopping.

• Non-delivery of goods: If the goods are not delivered, Trusted Shops will take action immediately after you have registered your complaint. If the dispute cannot be resolved, Atradius will refund your advance payment upon approval of your claim.
• Non-refund after returning goods¹: The Trusted Shops guarantee by Atradius also comes into effect if you do not receive a refund after returning goods according to the shop’s return policy.
• Credit card fraud: Atradius will also pay for an agreed excess in case of a fraudulent use of your credit card that can be traced to a transaction made at one of our accredited shops.

How does it work?

After placing your order with a Trusted Shops retailer, you only have to register for the Atradius’s money-back guarantee. Put your selection in your shopping cart and pay as usual. After confirming your order, you will see the following text:

“As a Trusted Shops member, we offer the additional service of a money-back guarantee backed by the Atradius Insurance Group. We pay all the costs for this guarantee. You only have to register!”

Click on the button “Register for money-back guarantee…” and fill in the requested information. Your purchase is now covered by the Atradius money-back guarantee! If you should encounter any problems with the delivery or returned goods.

Service Login

Please verify the authenticity of the Trusted Shops seal. Click here for detailed instructions.

What are the benefits you get?

Safe web shopping at the click of a mouse is no longer just a utopian vision. Trusted Shops offers you comprehensive protection for online shopping. Shops displaying the Trusted Shops seal guarantee you safe shopping, regardless of how you choose to pay! And if problems should still nevertheless arise, Trusted Shops is there to help.

Trusted Shops with money-back guarantee from Atradius

• Insures you when shopping online against financial loss due to non-delivery or return of goods
• Protects you against credit card fraud
• Accredits only shops that comply with our stringent requirements regarding security, privacy and transparency
• Gives you a complete online overview of all your guarantees
• Offers you fast and easy help in case of problems – a convenient alternative to lengthy and expensive disputes
• Integrates consumer groups’ demands for clear and comprehensive identification of online shops

And all these services at no extra charge to you because the shop bears the costs.

Authenticity check of the Trusted Shops seal

You should always check the authenticity of the Trusted Shops seal displayed on a shop’s home page. Just click on the Trusted Shops seal and check the validity of the Trusted Shops certificate:

• The internet address shown on the certificate should correspond to the internet address mentioned on the shop’s home page.
• The entry in the Status field should be valid.
• Encryption of the Internet address. The encryption must be activated (lock or key symbol at the bottom of the browser window) and the Internet address must be https://www.trustedshops.com.
• Authenticity of the SSL-certificate. When using Netscape Navigator, please click on the button Security, and then on Show certificate. When using Microsoft Explorer, please click on File, Properties, (Security), and then on Certificate. The entry required in the field Issued for must be www.trustedshops.com.

You can also use the link “List of all shops” on the Trusted Shops home page to ensure that a specific online shop is authorised to display our seal.

Please contact us immediately either by telephone (+49-221-77 53 6-77) or by e-mail service@trustedshops.com if you come across a Shop with the Trusted Shops who does not fulfil the obligations.

Conditions & privacy

The Trusted Shops Guarantee Conditions provide you with a detailed explanation of the Atradius money-back guarantee. How we protect your personal data is described in our Privacy Policy.

Guarantee bond (PDF)

The guarantee is provided by one of the Trusted Shops guarantors:

1. Atradius Kreditversicherung, branch Atradius Credit Insurance N.V., Opladener Straße 14, 50679 Cologne, Germany, General Representative: Dr. Thomas Langen, District Court Cologne HRB 53815, Main Business Activity: Guarantee Insurance.

2. TCRe Germany, branch TRADE CREDIT Re Insurance Company S.A., Spichernstraße 6a, 50672 Cologne, Germany, General Representative: Robert Brixius, District Court Cologne HRB 62129, Main Business Activity: Guarantee Insurance.

The guarantor will be selected by the Trusted Shops GmbH and will be provided to you by e-mail after registration for the buyer protection.

Service / Log-in

Reporting a problem is easily done via the Trusted Shops online system. You just have to choose your personal password after your first purchase at one of our accredited shops. You are covered by the Atradius money-back guarantee in the following cases:

• You did not receive your order within 30 days ²: Please report the problem to Trusted Shops within 7 days – we will remind you via e-mail. Please enter your user name (e-mail) and password and enter the necessary information. If you do not receive a refund from the online shop within 30 days after reporting the problem, Atradius will refund your money according to the guarantee conditions.
• You want to return the goods: After returning the goods according to the shop’s return policy ³, you must inform us within 7 days after returning the goods. Please enter your user name (e-mail) and password and insert the necessary information. If you do not receive a refund from the online shop within 30 days after registration, Atradius will refund your money according to the guarantee conditions.
• You think a shop is not complying with the Trusted Shops obligations: If you come across Trusted Shops trustmarks that do not fulfil our criteria, please contact us immediately by e-mail at service@trustedshops.com. You can also check the list of accredited shops on the Trusted Shops home page to make sure that a specific online shop is authorised to display our trustmark.

Trusted Shops Service/Login

¹ Goods made to the consumer’s specifications (e.g. custom-made suits) or fresh goods which deteriorate rapidly (e.g. food, flowers), travel (delivery of travel guarantee coupon), event tickets, audio and video recordings or computer software which have been unsealed by the consumer, software downloads as well as newspapers, periodicals and magazines are exempt from this guarantee.

² This period can be extended up to 60 days by agreement with the shop prior to or at the time the order is placed.

³ Goods made to the consumer’s specifications (e.g. custom-made suits) or goods which deteriorate rapidly (e.g. food, flowers), travel (delivery of travel guarantee coupon), event tickets, audio and video recordings or software that have been unsealed by the customer, software downloads as well as newspapers, periodicals and magazines are exempt from this guarantee.