Most consumers know that almost any purchased product, even of normal quality (with the exception of food), can be returned to the store within 14 days. Moreover, the first day of purchase is not included in the account of days.

On what grounds can a product be returned?

The law defines these grounds (part 1 of article 25 of the Law of the Russian Federation "On Protection of Consumer Rights"):

1. the product did not fit in the shape,
2. the product did not fit in size,
3. the product did not fit the style,
4. the product did not match the colors,
5. the product does not fit the size,
6. the item did not fit.

The procedure for returning goods of good quality

The consumer has 3 choices, one after the other.

1. Exchange for a similar product.

2. Return money for goods and to withdraw from the sales contract (if the seller does not have a similar product on the day of contact).

3. By agreement between the consumer and the seller - exchange an item upon receipt of a similar item the seller. The seller is obliged to immediately inform the consumer about the receipt of a similar product for sale.

All these actions must be done not orally, but in writing. It is enough to competently write a letter of demand and hand it over to the seller's administration. You must leave a copy of this letter with your signature, date, full name and title who received this letter from you.

Also, the letter can be sent by mail by registered mail with notification and a list of attachments.

The money for the goods must be returned within 3 days from the date of the return of the goods to the seller.

Under what conditions can a product or money be returned?

The law of the Russian Federation "On Protection of Consumer Rights" (Part 1 of Art. 25) contains certain conditions, under which you can return the product of proper quality.

These are the conditions:

1. The product was not in use.

2. Saved it marketable condition, consumer properties, seals, factory labels.

3. There is a sales receipt or cashier's receipt or other document confirming payment for the specified goods. If the check is lost, you can refer to the testimony to confirm the fact of the purchase from this particular seller.

List of non-food products of good quality, non-refundable or exchangeable for a similar product of a different size, shape, dimension, style, color or configuration

1. Products for the prevention and treatment of diseases at home(sanitary and hygiene items made of metal, rubber, textiles and other materials, medical instruments, devices and equipment, oral hygiene products, spectacle lenses, childcare items), medications.

2. Personal hygiene items(toothbrushes, combs, hairpins, hair curlers, wigs, hairpieces and other similar products).

3. Perfumery and cosmetic products.

4. Textile goods(cotton, linen, silk, woolen and synthetic fabrics, goods made of non-woven materials such as fabrics - ribbons, braid, lace and others); cable production(wires, cords, cables); construction and Decoration Materials (linoleum, film, carpets and others) and other goods, released per meter .

5. Sewing and knitwear(garments and knitted underwear, hosiery).

6. Products and materials in contact with food from polymer materials, including for one-time use (tableware and accessories for dining and kitchen, containers and packaging materials for storage and transportation food products).

7. Goods household chemicals, pesticides and agrochemicals.

8. Household furniture(furniture sets and sets).

9. Precious metal products, with precious stones, from precious metals with inserts from semiprecious and synthetic stones, faceted precious stones.

10. Cars and bikes, trailers and numbered units to them; mobile means of small-scale mechanization of agricultural work; pleasure craft and other watercraft for household use.

11. Technically complex household goods for which warranty periods are set(metal-cutting and woodworking household machines; electrical household machines and appliances; household electronic equipment; household computing and duplicating equipment; photographic and cinematographic equipment; telephones and facsimile equipment; electric musical instruments; electronic toys, household gas equipment and devices).

12. Civilian weapons, the main parts of civil and service firearms, cartridges for them.

13. Animals and plants.

14. Non-periodicals(books, brochures, albums, cartographic and musical editions, leaf editions, calendars, booklets, editions reproduced on technical media).

What product can still be returned?

If the product is of inadequate quality (defective), you can return it to the seller in any case. Even if this item is included in the list of non-exchangeable items.

Dear customers, in our activities we are guided by the Law of the Russian Federation of 07.02.1992 N 2300-1 "On Protection of Consumer Rights", Decree of the Government of the Russian Federation of January 19, 1998 No. 55, and the Civil Code of the Russian Federation, thereby guaranteeing you from our side full respect for your rights as consumers.

We only sell goods from official distributors Plumbers in Russia. All products are provided with warranty coupons.

If you make a purchase or place an order in our online store, you confirm that you are familiar with these Rules posted on the website:

FAQ:

I didn’t like the product.

1. The goods of proper quality have been delivered to you by the delivery service. Refusal to purchase a good quality product does not exempt from payment for the delivery service. In case there is a special offer for the product " Free shipping"The buyer is obliged to pay for the delivery according to the tariff scale posted in the section" Delivery and Payment "on the website site

Found an external defect or incompleteness.

1. Upon receipt of the Goods and paying for the order, the Buyer is obliged, in the presence of the delivery service, to check the complete set and appearance of the Goods for the absence of mechanical damage (scratches, cracks, chips, etc.). After signing the waybill, no claims for equipment and external damage will be accepted.

The rules for returning goods of proper and inadequate quality are described below, and you can also familiarize yourself with them in the Law on the Protection of Consumer Rights.

1. In the event of warranty claims after 14 days, after making a purchase, or if the product has already been installed and is used, it is necessary to contact the Service Center of the Product Manufacturer directly. After the departure of the specialists of the Service Center and drawing up an inspection report with the identification of the nature of the marriage, the Seller (website) replaces the goods or returns Money directly for the goods at the cost indicated in the invoice. Payment for all related services is non-refundable.

In accordance with the law on the protection of consumer rights (Article 26.1 Remote way of selling goods), the buyer has the right to refuse the goods at any time before its transfer, and after transfer within 7 days (from the date of purchase of the goods), provided that the presentation, consumer properties , as well as a document confirming the fact of purchase of this product... If the buyer refuses the goods, the seller must return to him sum of money paid by the buyer, with the exception of the seller's expenses for delivery and for all related services from the buyer of the returned goods, no later than 10 days from the date of the relevant demand. After 7 days, goods of good quality cannot be exchanged or returned.

Goods of good quality are not subject to return and exchange: - having individually defined properties, if the specified goods can be used exclusively by the buyer who acquires it; - specified in the List of non-food products of good quality that are not subject to return or exchange for a similar product of a different size, shape, dimension, style, color or configuration, approved by the Decree of the Government of the Russian Federation of January 19, 1998 No. 55 (as amended by the Resolution of the Government of the Russian Federation of October 20, 1998 year No. 1222, dated February 06, 2002 No. 81).

APPROVED by the Decree of the Government of the Russian Federation of January 19, 1998 N 55
(changed on October 20, 1998 by the decree of the Government of the Russian Federation N1222)

General rules of warranty service, return / exchange of goods of proper and inadequate quality.

1. Warranty

By purchasing the products of our store, you acquire absolutely new product with a guarantee. All products purchased from us have their own term warranty service set by the manufacturer. Warranty service of goods is carried out only by specialized authorized service centers of manufacturers. All repair work (elimination of defects) is carried out free of charge, provided correct operation products in accordance with the manufacturer's requirements. These conditions satisfy the legal requirements of the consumer during the warranty period from the date of transfer of the goods to the consumer. The warranty provided by the Seller applies only to the installation and assembly of the purchased goods from the seller. The period of warranty service for each product is negotiated separately and recorded in the Seller's warranty card. Please note that a prerequisite many manufacturers is the installation of goods in specialized centers with special skills. If these conditions are not observed, the warranty service will not be valid.

2. Return and exchange of goods

In accordance with the norms of the current legislation Russian Federation regulating issues of consumer protection, as well as under strict observance of the conditions specified by law, the consumer has the right to demand from the seller (manufacturer):

• replacement or return of good quality goods;
• replacement or return of goods of inadequate quality;
• exchange a product of good quality that does not fit in any way for another product (within 7 days from the date of purchase).

3. Conditions for the exchange of goods of good quality

The consumer has the right to exchange a non-food product of good quality for a similar product from the seller from whom this product was purchased, if the specified product did not fit in shape, size, style, color, size or configuration. The consumer has the right to exchange a non-food product of good quality within seven days, excluding the day of purchase. The exchange of a non-food product of good quality is carried out if the specified product was not in use, its presentation, consumer properties, seals, factory labels are preserved, and there is also a sales receipt or other document confirming payment for the specified product, the factory packaging is preserved.

In the event that a similar product is not on sale on the day of circulation and in the next 3 (three) days of the consumer to the seller, the consumer has the right to refuse the purchased product and demand the return of the amount paid for the specified product. The consumer's demand for the return of the money paid for the specified product is subject to satisfaction within three days from the date of return of the specified product. In this case, the buyer is obliged to fill out an application posted on the Seller's website indicating the method of returning the amount paid.

At the same time (in case of returning goods of good quality), the Buyer is obliged to reimburse all transport costs, related services, including the initial delivery, if the return of the goods is carried out by the Seller. If the return of the goods is carried out by the buyer, then the buyer bears full responsibility for the safety of the goods during loading and delivery. The delivered goods must keep their presentation, packaging, seal. The seller does not accept the Goods that have lost their presentation.

By agreement of the consumer with the seller, the exchange of goods may be provided upon receipt of a similar product for sale. The seller is obliged to immediately inform the consumer about the receipt of a similar product for sale. Please note that the Decree of the Government of the Russian Federation dated January 19, 1998 No. 55 approved the list of goods that cannot be exchanged for the above reasons. This list includes: technically complex household goods for which warranty periods are set.

The buyer does not have the right to refuse goods of good quality with individually defined properties, in particular whirlpool baths, bathtubs with embedded handles, faucets and other goods ordered by the buyer with individual characteristics, if the said goods can be used exclusively by the Buyer who buys it. Also, goods purchased from a storefront under the terms of a promotion or on a sale cannot be returned or exchanged.

The exchange of the purchased product of good quality can be carried out for a similar product of the same value or for another model with an additional payment to the seller of the difference in price and with reimbursement of all delivery costs, lifting, as well as unforeseen costs.

Return / Exchange of goods to the Buyer is carried out taking into account the transport and other costs of the Seller. Transport and other expenses for the exchange of cast-iron baths is 3000.00 (Three thousand rubles.00 kopecks) in Moscow, taking into account: transport + lifting and lowering the exchange goods on the elevator. Exchange of small-sized goods (toilet bowls, furniture, shower panels, etc.) is RUB 1,500.00.00 kopecks (One thousand five hundred rubles.00 kopecks) in Moscow, taking into account: transport + ascent and descent by elevator.

Conditions for the exchange and return of goods of inadequate quality

* upon detection of hidden defects in the goods that could not be identified when the goods were accepted by the Buyer, the exchange and refund of funds to the buyer is carried out after the examination of the service center. Without the conclusion of the service center with confirmation of the nature of the defect, the return of goods or refunds for the goods is not carried out.

If these conditions are not met, unfortunately we will not be able to exchange the goods, or return the money.

The buyer has the right to demand an exchange or return of the goods if, as a result of its operation, a hidden defect has been discovered, provided that:

• there is a sales receipt or cashier's receipt or other document confirming payment for the goods.
• the claim is submitted before the expiration of the warranty period (in the absence of this - 7 days from the date of purchase).
• the detected defect is not the result of improper use of the product.

It is necessary to present a conclusion from a service center certified by the manufacturer of this product or a technical examination body. If, as a result of the examination of the goods, it is established that its shortcomings have arisen due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller for the costs of carrying out the examination, as well as the costs associated with it for storing and transporting the goods.

If for any reason you cannot present a sales receipt, you need to provide a witness that the purchase of this product was made in our store. To avoid the occurrence conflict situations please keep your receipts for purchases!

If the warranty card is lost, a duplicate of such a warranty card will not be issued.

Before using the purchased product, we recommend that you carefully read the conditions and recommendations for the care and operation of the purchased product.

Dear customers, we would like to draw your attention!

1. Upon receipt of the goods, the buyer must check it for mechanical damage. In accordance with Art. 458, 459 of the Civil Code of the Russian Federation (also Article 211 of the Civil Code of the Russian Federation), claims on outward appearance the goods delivered to the buyer can be presented only until the seller hand over the goods to him. References to poor lighting of the premises, lack of time, haste on the part of the delivery service employee, acceptance of goods by third parties and other reasons are not grounds for the buyer to fail to comply with the requirements of Art. 484 of the Civil Code of the Russian Federation. Be sure to make sure that there are no defects and completeness of the goods before signing the acceptance certificate. Subsequently, claims on the above grounds will not be accepted.
2. In the absence of claims, the customer / buyer signs the acceptance certificate of the goods, the delivery order (if any) and makes the payment. After that, the buyer is transferred:
   • product;
   • cashier's check and / or sales receipt (if paid in cash);
   • invoice, consignment note (when paying by bank transfer);
   • completed warranty card (unless other methods of warranty activation are provided).
3. The purchase of goods with delivery does not give the buyer the right to demand transportation of the purchased goods for the purpose of warranty service or replacement of goods by visiting the buyer. In cases stipulated by the legislation of the Russian Federation in relation to the return of funds for the purchased goods, funds for the provided delivery service are not returned.

Warranty Limitations.

The warranty does not cover:

• for faults caused by improper installation, cleaning with abrasive or corrosive substances, improper operation and repair.
• on service maintenance products caused by water pollution or damage to the water supply system.
• for rubber parts of products (accessories).
• for mechanical damage caused during transportation by the buyer.
• for defects arising from accidents and force majeure.
• for products that have been repaired by unauthorized persons.
• if the operating conditions, installation or other requirements established by the warranty are violated.
• if the product is incomplete (there is no documentation, components, other necessary accessories).
• if the goods have defects - cracks, scratches, chips, mechanical damage (except for hidden manufacturing defects).
• for discounted goods.
• in the event of an established attempt at self-repair.
• incorrect filling of the warranty card.
• loss of the warranty card and sales receipt.
• if there are corrections or blots in the warranty document, damage or traces of re-sticking of the warranty stickers, the presence of foreign stickers that cover the existing stickers, the discrepancy between the serial number (identifying data) of the product and the number specified in the warranty card.

These conditions do not prejudice the consumer's legal rights granted to him by the current legislation of the Russian Federation.

The procedure for the return and exchange of goods

To exercise the buyer's rights to return / exchange goods, it is necessary to present a corresponding request to the seller (manufacturer) with the attachment of the following documents:

1. Fill out an application in the established form.
2. It is necessary to attach the originals to the application: commercial and / or cashier's check, a warranty card, an act of an authorized service center (if a shortage of goods is detected), an act of acceptance and transfer, a photo of the product, a photo of the packaging of the product.
3. The application must clearly state the requirements (replacement / refund).

In case of replacement of goods, indicate the brand and model of the product for which the replacement should be made.

To speed up the procedure for considering a claim, the above documents must be sent in a scanned in electronic format on email and within 3 (Three) working days deliver the above documents to the address agreed in advance with the seller, contacting the store by phone 8 495 151-27-86 to clarify the method and time of providing the original documents to the seller.

V email it is also necessary to attach the product photos. After the seller accepts the application / demand, the claim will be considered within the time frame established by law. The period for considering a claim begins from the date the original documents are provided to the seller. The claim for the return of the money paid for the goods is subject to satisfaction within 10 days from the date of your submission of the corresponding demand. When returning funds, the Applicant must have a passport with him, and in the case when the funds are not received by the applicant himself - a power of attorney to receive funds, certified by a notary.

A refund

A refund is made by the seller if:

• sold goods of inadequate quality, which is confirmed by the service center.
• on the day and in the next three days of applying for the exchange of a non-food product of good quality for a similar product, the seller does not have the specified product.
• in the case of a remote method of selling goods, the buyer refused to receive the goods or from the goods already received.
• the seller delivered a product different from the one ordered.

In the case of a remote method of selling goods, the period of your appeal for a refund in case of refusal from goods of good quality is limited - within 7 days from the date of transfer of the goods.

Unfortunately, few entrepreneurs and consumers are familiar with the Law "On Protection of Consumer Rights" (No. 2300-1 dated 02/07/1992), because correct application of this law in practice, on the one hand, will protect the consumer from careless sellers, and on the other hand, will help the entrepreneur to avoid unnecessary financial losses and claims from disgruntled buyers.

How long does it take to return products with the quality declared?

The consumer has the right to exchange a non-food product of good quality for a similar product from the seller from whom this product was purchased, if the specified product did not fit in shape, size, style, color, size or configuration.

The consumer has the right to exchange a non-food product of good quality within fourteen days, excluding the day of purchase.

The exchange of a non-food product of good quality is carried out if the specified product was not in use, its presentation, consumer properties, seals, factory labels are preserved, and there is also a sales receipt or cashier's receipt or other document confirming payment for the specified product. The consumer's lack of a sales receipt or cashier's check or other document confirming payment for the goods does not deprive him of the opportunity to refer to the testimony.

The list of goods not subject to exchange on the grounds specified in this article is approved by the Government of the Russian Federation.

Let's consider the features of the exchange of goods of good quality in more detail:

• You can exchange a good quality product if it does not suit you in shape, size, style, color, size or configuration.

Please note that the conditions in this list are enough to exchange almost any product. For example, car rims may not match your color scheme. In this case, you can exchange them for discs of a different color (or return them, but we will talk about this later).

• You can exchange goods within 14 days from the date of purchase. In practice, this period is given to you for making a final decision. For example, you can buy a towbar (a device for towing a trailer) at a car dealership without trying it on the car. After that, within 14 days, you will be able to try everything on in a relaxed atmosphere and understand whether the product suits you or not.

In practice, a period of 14 days is very often used to buy clothes. For example, you have just entered a shopping center and in the very first shop you see a shirt (or handbag) that suits you. At the same time, many buyers have thoughts in their heads about what is possible in mall there is the same shirt (handbag) cheaper or better, etc. Therefore, the purchase in the first store is often refused. Nevertheless, knowing the provisions of the law on consumer protection, you can buy goods in the first store without hesitation, and if you later turn up the best way, the first product can be returned back without loss.

• Exchange of goods is possible only if it was not in use, and also its presentation, consumer properties, seals, factory labels have been preserved.

Those. you cannot use the product and then return it to the store. It is for the best, because the product will subsequently be sold again.

• There are goods that cannot be exchanged. They are listed in the list of non-food products of good quality that cannot be returned or exchanged for a similar product of a different size, shape, dimension, style, color or configuration. I recommend that you familiarize yourself with this document (it is small) to avoid further incidents when trying to exchange goods from list. For example, a car that does not match the color cannot be exchanged.

Above we talked about the possibility of exchanging goods, but it is also can be returned.

If a similar product is not on sale on the day the consumer contacts the seller, the consumer has the right to refuse to execute the sales contract and demand the return of the amount paid for the specified product. The consumer's demand for the return of the money paid for the specified product is subject to satisfaction within three days from the date of return of the specified product.

By agreement of the consumer with the seller, the exchange of goods may be provided upon receipt of a similar product for sale. The seller is obliged to immediately inform the consumer about the receipt of a similar product for sale.

Those. goods of good quality within 14 days can not only be exchanged, but also returned. I would like to point out that in practice there are usually no problems with this. In almost all stores, non-used goods are taken back, refunding the amount paid for them.

The list of goods that cannot be returned if there are no complaints about their quality

Decree of the Government of the Russian Federation of June 22, 2016 N 568 "On Amending the List of Non-food Products of Good Quality Not Subject to Return or Exchange for Similar Goods of Other Size, Shape, Dimension, Style, Color or Bundle" (in force on 07/02/2016) the list has been updated. It now looks like this:

• goods for the prevention and treatment of diseases at home (sanitary and hygiene items made of metal, rubber, textiles and other materials, medical instruments, devices and equipment, oral hygiene products, spectacle lenses, childcare items), medicines;
• personal hygiene items (toothbrushes, combs, hairpins, hair curlers, wigs, hairpieces and other similar products);
• perfumery and cosmetic products;
• textile goods (cotton, linen, silk, woolen and synthetic fabrics, goods made of non-woven materials such as fabrics - ribbons, braid, lace and others); cable products (wires, cords, cables); construction and finishing materials (linoleum, film, carpets and others) and other goods sold per meter;
• garments and knitwear (garments and knitted underwear, hosiery);
• products and materials, wholly or partially, made of polymeric materials and in contact with food (tableware and kitchen utensils, containers and packaging materials for storing and transporting food, including for one-time use);
• household chemicals, pesticides and agrochemicals;
• household furniture (furniture sets and sets);
• jewelry and other articles made of precious metals and (or) precious stones, cut precious stones;
• automobiles and motorcycle-bicycles, trailers and numbered units for them; mobile means of small-scale mechanization of agricultural work; pleasure craft and other watercraft for household use;
• technically complex household goods, for which warranty periods are set (metal-cutting and woodworking household machines; electrical household machines and appliances; household radio electronic equipment; household computers and duplicating equipment; photographic and film equipment; telephones and facsimile equipment; electric musical instruments; electronic toys, household gas equipment and devices; wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions);
• civilian weapons, the main parts of civilian and service firearms, cartridges for them;
• animals and plants;
• non-periodical publications (books, brochures, albums, cartographic and musical editions, sheet editions, calendars, booklets, publications reproduced on technical media)

The essence of the claim containing the requirement to return quality products

It is not always necessary to make a claim for the return of the goods. In some cases, a completely high-quality item can be exchanged for another. This is possible when: the item was not used, it has not lost its appearance, all the seals and labels have been preserved on it; the purchase is accompanied by a document confirming its payment (check). But even the absence of a check cannot be a reason for refusing to exchange goods.

Important! The Law on the Protection of Consumer Rights stipulates that it is lawful in this case to involve the testimony of witnesses to pay for the purchase; the purchase is not included in the list of non-exchangeable items.

Such an exchange also applies to low-quality items (goods of inadequate quality). Although, often, sellers do not want to voluntarily exchange such a thing, hoping that not every buyer will want to deal with a long and troublesome return of the purchase and money for it with the preparation of a written claim. In this case, there is no other way to return money for goods of inadequate quality, except for the legally provided one.

Claims are made in cases where: a defect in the purchase is revealed within the warranty period for it; this malfunction has not been eliminated by warranty repairs; there is a decision of experts about the inadequate quality of the goods. Such an examination is carried out by the seller at his expense. If the seller does not want to carry it out, citing the buyer's fault, then the latter has the right to a free independent expertise(at the expense of the seller).

Mandatory items

Although there is no single form of claim for the return of goods, i.e. these documents are drawn up in a free style, but it is very important to draw up it correctly for the fastest and most peaceful return of low-quality goods to the store.

The document is drawn up in two copies, so that one of them remains with the seller, and on the other, which is kept by the buyer, the seller must sign the receipt of the claim. The description of the problem should begin with all the details of the purchase with its date, time and place. All characteristics of the product should be mentioned, starting with its name, brand, color and others.

Then it is worth moving on to the claim itself, listing all the defects of the thing and the details of their detection, and also emphasize the fact that with these flaws it is impossible to use the purchase. It will not be superfluous to remind the seller that he is obliged to conduct an examination of the goods, where the production nature of the defects found will be confirmed.

The timing and methods of returning or exchanging goods depend on the following factors:

• are you satisfied with its quality;
• whether the item you purchased belongs to The list of technically complex goods is approved by the Government of the Russian Federation. It includes:
  • light aircraft, helicopters and aircrafts with engine internal combustion(with electric motor);
  • cars, motorcycles, scooters and vehicles with an internal combustion engine (with an electric motor), intended for driving on public roads;
  • tractors, walk-behind tractors, motor-cultivators, machines and equipment for Agriculture with an internal combustion engine (with an electric motor);
  • snowmobiles and vehicles with an internal combustion engine (electric motor) specially designed for traveling on snow;
  • sports, tourist and pleasure boats, boats, boats, yachts and floating transport vehicles with an internal combustion engine (with an electric motor);
  • navigation and wireless communication equipment for household use, including satellite communication, having touch screen and has two or more functions;
  • system units, stationary and portable computers, including laptops, and personal electronic computers;
  • laser or inkjet multifunctional devices, monitors with a digital control unit;
  • sets of satellite television, game consoles with a digital control unit;
  • TV sets, projectors with digital control unit;
  • digital photo and video cameras, lenses for them and optical photo and film equipment with a digital control unit;
  • refrigerators, freezers, combined refrigerator-freezers, dishwashers, automatic washing machines, drying and washer-dryers, coffee machines, food processors, electric and combined gas-electric stoves, electric and combined gas-electric hobs, electric and combined gas-electric ovens, built-in microwave ovens, robotic vacuum cleaners, air conditioners, electric water heaters;
  • wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions;
  • electrified tools (hand-held and portable electric machines).
  "> technologically challenging or not;
• whether 15 days have passed since the date of purchase or not (if the product is technically difficult);
• whether you bought a product online or in an offline store.

Please note: if during the sale of the goods the seller informed you about the defect of the goods and other defects in him you do not find, you will not be able to return it as a product of inadequate quality. Moreover, if you find a defect that was not specified during the purchase, you can return it.

2. How do I return or exchange an unsuitable item?

If you ordered a product in an online store, but have not yet received it, you can refuse it at any time. If the product has already been paid for in advance, the seller is obliged to return the funds you spent. The only exception is custom made products for you - you cannot refuse them.

If the product has already been received, you are satisfied with its quality, but it did not suit you, or, for example, you don’t like it, you can return (do not exchange!) It:

• within seven days after receipt - if, at the time of transfer of the goods, you were provided in writing with information on the timing and procedure for returning the goods;
• within three months from the date of transfer of the goods - if such information was not provided in writing.

You can return any product purchased in the online store, but only if its presentation and consumer properties are preserved.

To return the goods, you need to provide the seller with a document confirming payment (check). If there is no such document, you can provide the seller with other proof of purchase (screenshot from personal account, email, and so on).

At the time when you return the goods, an invoice or an act of return of the goods must be drawn up, which must be signed by you and the seller. The seller is obliged to return the amount paid by you no later than 10 days from the date of your request. In this case, the delivery of the goods from the buyer to the seller is paid by the buyer.

If you purchased from an offline store the product is of proper quality, but it did not suit you in shape, dimensions, cut, color, size or configuration, you can exchange it for a similar product of a shape, style, color, size or configuration that suits you within 14 days, not counting the day of purchase. Please note there is The following goods of good quality cannot be returned or exchanged:

• personal hygiene items (toothbrushes, combs, hairpins, hair curlers, wigs, hairpieces and other similar products);
• perfumery and cosmetic products;
• textile goods (cotton, linen, silk, woolen and synthetic fabrics, goods made of non-woven materials such as fabrics - ribbons, braid, lace and others); cable products (wires, cords, cables); construction and finishing materials (linoleum, film, carpets and others) and other goods sold per meter;
• garments and knitwear (garments and knitted underwear, hosiery);
• products and materials, wholly or partially, made of polymeric materials and in contact with food (tableware and kitchen utensils, containers and packaging materials for storing and transporting food, including for one-time use);
• household chemicals, pesticides and agrochemicals;
• household furniture (furniture sets and sets);
• jewelry and other articles made of precious metals and (or) precious stones, cut precious stones;
• automobiles and motorcycle goods, trailers and numbered units for them; mobile means of small-scale mechanization of agricultural work; pleasure craft and other watercraft for household use;
• technically complex household goods, for which warranty periods are set (metal-cutting and woodworking household machines; electrical household machines and appliances; household radio electronic equipment; household computers and duplicating equipment; photographic and film equipment; telephones and facsimile equipment; electric musical instruments; electronic toys, household gas equipment and devices; wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions);
• civilian weapons, the main parts of civilian and service firearms, cartridges for them;
• animals and plants;
• non-periodical publications (books, brochures, albums, cartographic and musical editions, sheet editions, calendars, booklets, publications reproduced on technical media).

"> a range of products that cannot be exchanged when purchased in offline stores.

The exchange of goods is carried out if it was not in use, its presentation, consumer properties, seals and factory labels have been preserved.

If the seller does not have a similar product on the day of your contact, you can, by agreement with the seller, pick up a similar product when it goes on sale, or cancel the sale and purchase agreement and demand from the seller to return the funds paid for the product. In this case, the amount paid by you must be transferred to you within three days after the return of the goods.

To exchange or return goods, you need to present the seller with a sales receipt or cashier's receipt. If you do not have a sales receipt or sales receipt, you can submit another document confirming payment for the goods or refer to the testimony.

3. What can you expect when returning (exchanging) defective goods?

If you find a defect in the purchased product, and its Guarantee period- the period during which, in the event of a deficiency in the product, the seller, the manufacturer or an organization or individual entrepreneur authorized by them are obliged to satisfy the consumer's requirements for the repair or replacement of the product, the reduction of the purchase price, the return of the amount paid for it, and so on.

"> warranty period, Life time- the period during which the manufacturer undertakes to provide the consumer with the possibility of using the goods for their intended purpose. Installed without fail on durable goods, which after expiration a certain period may pose a danger to the life and health of the consumer, cause damage to his property or the environment. "> service life, or Shelf life- the period after which the goods are considered unsuitable for their intended use. Installed on food, perfumery and cosmetic products, medicines, household chemicals and other similar products. "> haven't passed yet, you can count on:

• if you eliminated the defects yourself or with the assistance of specialists;
• (discounts).

If you purchased a non-technically complex product, as well as if 15 days have not passed after the purchase of a technically complex product, you can also count on:

• for goods of the same brand (model, article) or replacement of goods for the same goods of another brand (model, article) with a corresponding recalculation of the purchase price;

In addition, if a defective product causes you losses, you can demand compensation.

You have the right to make these claims during the warranty period, service life or expiration date, and if the service life is not established, within 10 years from the date of purchase of the goods.

Please note, in any of these cases, you will need to provide the seller with a document confirming payment (check). If there is no such document, you can provide the seller with other proof of purchase (a screenshot from your personal account, an email, and so on).

In the event of a dispute about the reasons for the appearance of a shortage of goods, the seller is obliged to send it for examination at his own expense. However, if it turns out that the goods were damaged through no fault of his, you will need to reimburse the costs of the examination and the associated costs of storage and transportation of the goods. You can dispute the experts' decision at your own expense.

If, as a result of the examination, it turns out that the goods were damaged through no fault of the seller, you can apply to the manufacturer, or to other authorized manufacturers, or to the seller-organizations and individual entrepreneurs ( service centers, suppliers, etc.) on the same grounds as the seller. They can also conduct an examination.

The consumer has the right to participate in checking the quality of goods. V

if the warranty period for the goods is less than two years, and you submit your requirements for the repair, exchange, return or discount of the goods after its expiration, but not later than two years from the date of purchase;

if the defect is significant, but you discovered it more than two years after the purchase of the goods, but no later than the end of the service life, and if it is not established - 10 years from the date of purchase of the goods;

if, as a result of an examination paid by the seller, manufacturer, authorized organization or individual entrepreneur, it turns out that the defect in the goods did not arise through their fault (in this case, the buyer will reimburse the costs spent).

"> in some cases the examination is carried out at the expense of the buyer.

4. How to get the repair of a defective product at the expense of the seller?

If the goods were damaged through no fault of yours, the seller, manufacturer or an organization or individual entrepreneur authorized by them are obliged to pick up the goods from you. It is better to define the deadline for eliminating deficiencies in writing- in this case, it cannot exceed five days. If during the repair it becomes obvious that it is impossible to eliminate the deficiencies in five days, the parties may conclude additional agreement on the extension of the repair period.

If the term for the elimination of defects in the goods is not determined in writing, according to the law, the defects must be eliminated immediately - that is, within the minimum time required for such a repair.

Please note that the delivery of bulky goods and goods weighing more than five kilograms for repair, as well as its return to the consumer, is paid by the seller (manufacturer or an organization or individual entrepreneur authorized by them).

For the duration of the repair of durable goods, you are required to provide a similar product. Its delivery must be ensured by the seller, manufacturer, authorized organization or individual entrepreneur - depending on who you contacted - within three days. But this rule is valid You cannot get for temporary use:

• pleasure craft;
• furniture;
• weapon.

"> not always.

5. How to get reimbursement of the cost of repairing a defective product?

If you purchased a defective product, you can repair it yourself or with the involvement of third parties - you must reimburse the costs for this within 10 days from the date of the relevant request, but you will need to provide proof of the repair.

In addition, the seller may wonder if the item was defective. In this case, he has the right to conduct an examination. He must do this at his own expense, but if, as a result of the check, it turns out that the goods were damaged not through his fault (but, for example, through the fault of the manufacturer), you will have to reimburse the costs of the examination, as well as the transportation and storage of goods. Remember that the consumer has the right to participate in checking the quality of the goods. You also have the right to challenge the results of the examination at your own expense.

With a claim for reimbursement of repair costs, you can also contact the manufacturer or other organizations and individual entrepreneurs (service centers, suppliers, etc.) authorized by the manufacturer or seller (service centers, suppliers, etc.) on the same grounds as the seller.

6. How to get a markdown on low-quality goods?

If you discover defects in the goods that have arisen through no fault of yours, you can demand from the seller, manufacturer or their authorized organizations and individual entrepreneurs to give you a discount on this product.

The claim must be satisfied within 10 days from the date of presentation.

Delivery of bulky goods and goods weighing more than five kilograms for markdown, as well as its return to the consumer, must be paid by the seller (manufacturer, authorized organization or individual entrepreneur).

7. How to replace a defective product?

If the product was damaged through no fault of yours, the seller is obliged, upon your request, to replace it with exactly the same (of the same brand, article), but of proper quality, or for a similar product of a different brand (article). Moreover, if a product of another brand is more expensive, you will need to pay extra, if it is cheaper, the seller will return the difference to you.

You must return the defective product to the seller. A new one is provided to you within seven days (and if additional verification is necessary - 20 days) from the date of the corresponding request. Therefore, it is better to record the fact of transfer of goods in writing.

Delivery of bulky goods and goods weighing more than five kilograms for replacement, as well as delivery of new goods to the consumer must be paid by the seller (manufacturer, authorized organization or individual entrepreneur).

If it takes more than seven days to replace a product, you can request a similar product for temporary use. Its delivery must be ensured by the seller within three days from the date of your request. But this rule is valid You cannot receive at the time of replacement of goods:

• cars, motorcycles, as well as other types of motor vehicles, trailers and numbered units for them (except for cases when they are used by people with disabilities);
• pleasure craft;
• furniture;
• electrical household appliances used as toilet items and for medical purposes (electric shavers, electric hair dryers, electric hair curlers, medical electric reflectors, heating pads, electric bandages, electric plaids, electric blankets, electric hair dryers, electric hair rollers, electric toothbrushes, electric hair clippers and other devices having contact with the mucous membrane and skin);
• household appliances used for thermal processing of food and cooking (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters and other goods);
• weapon.

"> not always.

If the goods were damaged through no fault of yours, but also through no fault of the seller, you can contact the manufacturer, or other authorized manufacturers, or seller-organizations and individual entrepreneurs (service centers, suppliers, etc.) to replace the goods. on the same grounds as the seller. But they can only replace the product for you with the product of the same brand.

8. How to get a refund for a defective product?

If you purchased a non-technically complex product (and also if 15 days have not passed after the purchase of a technically complex product), but the product turned out to be of poor quality, you can count on a refund of the amount paid. In any case, you will need to provide the seller with a document confirming payment (check). If there is no such document, you can provide the seller with other proof of purchase (a screenshot from your personal account, an email, and so on).

If the warranty period, expiration date or service life has not been established for the product, or if the warranty period for the product is less than two years, these claims can be made within two years from the date of receipt of the defective product. However, in this case, you will have to prove that the defects in the goods arose before the goods came to you, and for reasons beyond your control.

If it is proved that the goods were damaged through no fault of yours, the seller, manufacturer, or an organization authorized by them are obliged to return the money paid for the goods to you within 10 days from the date of the corresponding request, and you are obliged to return the goods.

Delivery of bulky goods and goods weighing more than five kilograms is paid by the seller (manufacturer, authorized organization or individual entrepreneur).

9. How to return a product purchased on credit?

According to the law "On Protection of Consumer Rights", if you return goods of inadequate quality purchased on credit, the seller is obliged to return to you the amount paid for the goods in the amount of the loan repaid by the day of repayment, to reimburse interest and other payments under the agreement, as well as to reimburse the fee for providing a loan.

At the same time, at the request of the seller and at his expense, you must return the received goods of inadequate quality.

It is important to understand that the term "seller" does not mean individual(i.e. a specific person), and entity(i.e. entrepreneur, firm or store).

It is this legal entity that is responsible for the quality of the goods sold, and, if necessary, deals with the issues of exchange, return and financial compensation.

Both goods of good quality (i.e. without defects and damage) and improper ones (i.e. with defects and damages - respectively) are subject to exchange and return. However, the procedure for their return / exchange is different.

Good quality product

Deadlines

According to the law, the term for exchange / return of goods of good quality is 14 days (excluding the day of purchase). To do this, you need to come to point of sale, where the purchase was made, present the purchased item intact and safe and a receipt for it, as well as a statement in any form with a request for an exchange for any reason.

Inadequate product

If, however, defects (malfunctions, defects) were found in the purchased goods, which the buyer was not warned about by the seller, according to the rules of trade, in this case, the buyer can:

• return of goods to the seller with subsequent monetary compensation its cost within 3 days;
• exchange for a similar one;
• exchange for goods of another brand and with others technical characteristics- with compensation for the difference in price;
• repair of goods at the expense of the seller;
• payment by the seller of financial expenses for repairs (subject to the provision of a document confirming the costs);
• demand a reduction in the price of the defective item and the return of part of its value.

Order or what to go through

There is a good reason for the return / exchange / repair / reduction of the price of the goods! Now you need submit an application-claim addressed to the seller... In general, the claim is made in a free form, the nature of the breakdown is indicated there, but it is also recommended to stipulate that the answer must be given within 10 days. A check is attached to the claim. However, as with the return / exchange of the proper product, this procedure can be carried out without a receipt, but with evidence.

After the agreed 10-day period, the seller must either satisfy the demand for the return / exchange of the defective item, or appoint an independent examination to find out the cause of the breakdown. The duration of the examination is maximum 45 days. The seller is obliged to notify the buyer about the time and place of the examination and, if desired, the buyer can be present during its conduct.

If the examination establishes that the breakdown was due to the fault of the seller or it is a factory defect, the seller will have to satisfy all the buyer's requirements. However, if it is established that the damage was caused by the buyer himself, of course, there can be no talk of any return / replacement. In addition, the buyer will be required to reimburse the cost of the examination.

However, the buyer still has the right to challenge the results of the examination carried out on the initiative of the seller and to conduct his own independent examination.

If you cannot resolve the dispute peacefully, you can turn to Rospotrebnadzor for help or go to court.

Deadlines

How many days are there for a refund in this case? Allotted to the buyer. Better to do it on the day of purchase! Further, a return or exchange from the buyer is possible throughout the entire warranty period (as a rule, it is 2 years, but there are exceptions) only under certain conditions:

1. If the seller violated the terms of troubleshooting.
2. If a significant flaw is found.
3. If, after repeated elimination of defects, the item cannot be used for more than 30 days during the warranty year.

In some situations, you have 15 days:

Return to online store

Good quality goods can be returned to the seller within 7 days after purchase. If a specific period is not stipulated in the purchase and sale agreement, then it can be increased to 2 months. In addition, the buyer can refuse the ordered item before receiving it, without giving any reason for his refusal.

The seller must return the money for the goods, which the buyer refused, within 10 days. However, only its cost is returned, while the seller is not obliged to return the money for delivery.

As for the goods of inadequate quality purchased through the online store, then for its exchange, return or service repair, you must also contact the provider, and then follow his instructions.

Results of sales and markdowns

All items bought on sale, just like those bought on general terms, are subject to exchange and return, which are carried out according to the above procedure.

But discounted goods cannot be returned or exchanged, and they are also not subject to warranty repair... It is especially important to remember this when buying any discounted equipment.

The markdown is carried out in the presence of any technical or mechanical damage, which means that the purchased equipment may already initially be inoperative or perform a limited set of functions.

Often, sellers “disguise” the sale of a discounted product as a sale, and therefore it will be useful to ask what is the reason for the reduced cost of the item being sold.

The provision of services and their quality are also regulated by the Law of the Russian Federation "On Protection of Consumer Rights". If the service was provided of inadequate quality, the customer can:

• reduce the payment for this service;
• demand that the deficiencies be eliminated at the expense of the contractor;
• demand full compensation for the damage caused;
• terminate the service agreement.

However, even if we are talking about termination of the contract, the customer may require the contractor to pay a penalty for the delayed service or violation of other clauses of the contract.

The customer can prove that the provided service is of poor quality within 20 days after its provision.

Thus, the Law of the Russian Federation "On Protection of Consumer Rights" protects the buyer / customer from defective goods / services, and also reserves the right of the customer to return or exchange the unsuitable product.

Unfortunately, ignorance of this law often does not allow the buyer to assert his rights, and many sellers, not wanting to incur losses, take advantage of this.

So what is needed in the most general outline? To return or exchange any product (both proper and inadequate quality), you need:

1. Comply with the terms in which a return or exchange is possible. As a rule, this is 14 days from the day following the day of purchase. There is also a warranty period for technically complex household goods.
2. Have a check. Without a check, it is also possible to carry out a return or exchange, but it is somewhat more complicated.
3. Write a statement of claim.