Return of goods of proper quality within what time frame. Returning goods to the store - how long can I return the goods? Terms and Conditions

Dear customers, in our activities we are guided by the Law of the Russian Federation dated 02/07/1992 N 2300-1 “On the Protection of Consumer Rights”, Decree of the Government of the Russian Federation dated 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 sell products only from official distributors of Plumbing in Russia. All products are provided with warranty cards.

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

FAQ:

I didn't like the product.

1. The goods have been delivered to you of proper quality delivery service. Refusal to purchase goods of proper quality does not exempt you from paying for delivery services. If there is a promotion on the product " Free shipping"The buyer is obliged to pay for delivery according to the tariff schedule posted in the "Delivery and Payment" section on the website

An external defect or incompleteness has been detected.

1. Upon receipt of the Goods and payment for the order, the Buyer is obliged, in the presence of the delivery service, to check the contents and appearance The product is checked for absence of mechanical damage (scratches, cracks, chips, etc.). After signing the Invoice, claims regarding configuration issues and external damage will not 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. If warranty cases arise after 14 days after making a purchase or if the product is already installed and used, you must contact the service center of the Product Manufacturer directly. After the Service Center specialists visit and draw up an inspection report identifying the nature of the defect, the Seller (website) replaces the product or returns it 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 method of sales of 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 and consumer properties are preserved , 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 the amount of money paid by the buyer, with the exception of the seller’s expenses for delivery and all related services from the buyer of the returned goods, no later than 10 days from the date of presentation of the corresponding demand. After 7 days, goods of good quality cannot be exchanged or returned.

Goods of proper quality are not subject to return or exchange: - having individually defined properties, if the specified product can be used exclusively by the buyer purchasing it; - specified in the List of non-food products of good quality that cannot be returned or exchanged for similar goods of other sizes, shapes, dimensions, styles, colors or configurations, approved by Decree of the Government of the Russian Federation of January 19, 1998 No. 55 (as amended by Decree of the Government of the Russian Federation of October 20, 1998 year No. 1222, dated February 6, 2002 No. 81).

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

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

1. Warranty

By purchasing products from our store, you purchase absolutely new product with a guarantee. All products purchased from us have their own warranty period established by the manufacturer. Warranty service for goods is provided only by specialized authorized service centers of manufacturers. All repair work (elimination of defects) is carried out free of charge, provided that the product is used correctly in accordance with the manufacturer’s requirements. These conditions satisfy the legal requirements of the consumer during the warranty period from the moment the goods are transferred to the consumer. The warranty provided by the Seller applies only to the installation and installation of goods purchased from the seller. The warranty period for each product is negotiated separately and is recorded in the Seller’s warranty card. Please note that prerequisite Many manufacturers install the product in specialized centers with special skills. If these conditions are not met, warranty service is not valid.

2. Return and exchange of goods

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

• replacement or return of goods of proper quality;
• replacement or return of goods of inadequate quality;
• exchange goods of good quality that do not meet any characteristics for another product (within 7 days from the date of purchase of the goods).

3. Conditions for exchanging goods of good quality

The consumer has the right to exchange a non-food product of proper quality for a similar product from the seller from whom this product was purchased, if the specified product does not fit in shape, dimensions, style, color, size or configuration. The consumer has the right to exchange non-food products of good quality within seven days, not counting the day of purchase. An exchange of a non-food product of proper quality is carried out if the specified product has not been used, 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, and the original packaging is preserved.

If a similar product is not available for sale on the day the consumer contacts the seller and in the next 3 (three) days, the consumer has the right to refuse the purchased product and demand a refund of the amount of money paid for the specified product. The consumer's request for a refund of the amount of money paid for the specified product must be satisfied 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.

In this case (in case of returning goods of proper quality), the Buyer is obliged to reimburse all costs of transport and related services, including initial delivery, if the return of the goods is carried out by the Seller. If the goods are returned by the buyer, the buyer bears full responsibility for the safety of the goods during loading and delivery. The delivered goods must retain their presentation, packaging, and seal. The Seller will not accept Products that have lost their presentation.

By agreement between the consumer and the seller, an exchange of goods may be provided when a similar product goes on sale. The seller is obliged to immediately notify the consumer about the availability of a similar product for sale. Please note that Decree of the Government of the Russian Federation dated January 19, 1998 No. 55 approved the list of goods that are not subject to exchange on the grounds stated above. This list includes: technically complex household goods on which warranty periods.

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

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

Return/exchange of goods to the Buyer is carried out taking into account transport and other expenses of the Seller. Transport and other expenses for the exchange of cast iron bathtubs are 3000.00 (Three thousand rubles. 00 kopecks) in Moscow, taking into account: transport + ascent and descent on the elevator of the exchanged goods. The exchange of small-sized goods (toilets, furniture, shower panels, etc.) is 1,500.00 rubles. 00 kopecks (One thousand five hundred rubles. 00 kopecks) in Moscow, taking into account: transport + ascent and descent by elevator.

Conditions for exchange and return of goods of inadequate quality

* if hidden defects of the goods are detected 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 an examination by the service center. No conclusion service center With confirmation of the nature of the defect, the return of the goods or refund of funds for the goods is not carried out.

If these conditions are not met, we unfortunately will not be able to exchange the product 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 is discovered, provided that:

• there is a sales receipt or cash receipt or other document confirming payment for the goods.
• the claim was made before the expiration of the warranty period (in case of its absence - 7 days from the date of purchase).
• the detected defect is not a consequence of improper use of the product.

It is necessary to present a conclusion from a service center or technical examination body certified by the manufacturer of this product. If, as a result of the examination of the goods, it is established that its defects arose due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller for the costs of conducting the examination, as well as the associated costs of storage and transportation of the goods.

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

If a 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 terms and conditions and recommendations for the care and use of the purchased product.

Dear customers, we 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 Art. 211 of the Civil Code of the Russian Federation), claims regarding the appearance of the goods delivered to the buyer can be made only until the goods are transferred to him by the seller. 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’s failure to comply with the requirements of Art. 484 Civil Code of the Russian Federation. Be sure to make sure that there are no defects and that the goods are complete before you sign the acceptance certificate. Subsequently, claims on the above grounds will not be accepted.
2. If there are no complaints, the customer/buyer signs the goods acceptance certificate, the delivery order (if any) and makes payment. After this, the buyer is given:
   • product;
   • cash receipt and/or sales receipt (if paying in cash);
   • invoice, delivery note (when paying by bank transfer);
   • a completed warranty card (if other methods of activating the warranty are not provided).
3. Purchasing a product with delivery does not give the buyer the right to demand transportation of the purchased product for the purpose of warranty service or replacement of the product by visiting the buyer. In cases provided for by the legislation of the Russian Federation regarding the return of funds for purchased goods, funds for the delivery service provided are not returned.

Warranty limitations.

The warranty does not apply:

• for malfunctions caused by improper installation, cleaning with abrasive or caustic substances, improper operation and repair.
• on service maintenance products caused by water contamination or damage to the plumbing system.
• on rubber parts of products (accessories).
• for mechanical damage caused by the buyer during transportation.
• for defects resulting from accidents and force majeure.
• for products that have been repaired by unauthorized persons.
• if the operating conditions, installation conditions or other requirements established by the warranty are violated.
• if the product is incomplete (there are no documentation, components, or other necessary accessories).
• if the product has 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 out 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 warranty stickers, the presence of extraneous stickers that cover existing stickers, the serial number (identifying data) of the product does not correspond to the number specified in the warranty card.

These conditions do not infringe on the legal rights of the Consumer granted to him by the current legislation of the Russian Federation.

Procedure for returning and exchanging goods

To exercise the buyer’s rights to return/exchange goods, it is necessary to submit a corresponding request to the seller (manufacturer) with the following documents attached:

1. Fill out the application in the prescribed form.
2. The application must be accompanied by originals: product and/or cash receipt, warranty card, certificate from an authorized service center (if a defect in the product is identified), acceptance certificate, photo of the product, photo of the product packaging.
3. The application must clearly state the requirements (replacement/refund).

In case of replacing a product, indicate the brand and model of the product to be replaced.

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

Photos of the product must also be included in the email. Once the seller accepts the application/demand, the claim will be reviewed by established by law deadlines. The period for consideration of a claim begins from the date the original documents are provided to the seller. Requests for the return of the amount of money paid for the goods must be satisfied within 10 days from the date you submit the corresponding demand. When returning funds, the Applicant must have a passport with him, and in the case where the funds are not received by the applicant himself, a power of attorney to receive funds, certified by a notary.

A refund

The seller will refund the money if:

• a product of inadequate quality was sold, which was confirmed by the service center.
• on the day and in the next three days of applying for an exchange of a non-food product of proper quality for a similar product, the seller does not have the specified product.
• When selling goods remotely, the buyer refused to receive the goods or refused to receive the goods.
• The seller delivered a product different from what was ordered.

When selling goods remotely, the period for your request for a refund if you refuse a product of good quality is limited - within 7 days from the date of transfer of the goods.

The Consumer Rights Protection Law establishes the client’s right to exchange or return goods of proper quality. This right plays into the hands of both the consumer and the seller. The buyer, knowing that he can return the purchase if it is not suitable, is more prone to spontaneous purchases. And the seller receives more revenue, since not all consumers who realized that they do not need the purchased product will go and demand its exchange or return.

Exchange of goods of good quality

According to clause 1 of Article 25 of the Law of the Russian Federation dated 02/07/1992 N 2300-1 “On the Protection of Consumer Rights,” 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 is not suitable by shape, dimensions, style, color, size or configuration.

The consumer can exercise his right if the product has not been used, its presentation, consumer properties, factory labels are preserved, and there is also a receipt confirming payment for the specified product. The buyer's lack of a receipt does not deprive him.

Returning goods of proper quality

According to paragraph 2 of Art. 25 of the PZPP, the consumer has the right to refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid if a similar product is not on sale on the day of application. This requirement must be fulfilled within three days.

How to make a demand

The requirement for the exchange of goods of proper quality, and in the absence of a similar product, a return may be stated orally. If the seller does not cooperate, it is necessary to resolve the case pre-trial. At any stage, you can contact a free or paid organization that deals with the matter, which can help in writing a claim, consultation, or provide representation in court (if necessary).

Which non-food products are not subject to exchange or return?

According to Decree of the Government of the Russian Federation dated January 19, 1998 No. 55, a number of goods are not subject to exchange or return, these include:

1. Products for the prevention and treatment of diseases at home.
2. Personal hygiene items.
3. Perfume and cosmetic preparations.
4. Textile goods.
5. Sewing and knitwear.
6. Products and materials made wholly or partly from polymer materials and in contact with food products.
7. Household chemicals, pesticides and agrochemicals.
8. Household furniture (furniture sets and sets).
9. Jewelry and other products from precious metals and (or) precious stones, cut precious stones.
10. Cars and motorbikes, trailers and numbered units for them; mobile means of small-scale mechanization of agricultural work; pleasure boats and other household watercraft.
11. Technically complex household goods for which warranty periods are established (these include airplanes, helicopters, tractors, cars, laptops, personal computers, and so on, the full list can be found).
12. Civilian weapons, main parts of civilian and service firearms, ammunition for them.
13. Animals and plants.
14. Non-periodical publications (books, brochures, albums, cartographic and musical publications, sheet art publications, calendars, booklets, publications reproduced on technical media).

Thus, according to the law, the exchange or return of goods of good quality must be carried out by the seller as quickly as the sale of such goods. Denying a consumer his right will be considered a violation of the law and may result in sanctions from regulatory authorities and the court.

Consumer Protection Law: return of goods: how to get money? What are the rules for returning goods of good quality? Can I exchange it for another? What rights do buyers have? When to go to court?

Often people are lost in the situation of having to return the goods and the money paid for them. Especially if there is no obvious marriage. The law provides for the possibility of returning an unsuitable or damaged purchase. It happens that the purchased item does not suit the parameters or turns out to be of low quality or defective. How to exchange a purchase or return it, taking back the money spent? Is it possible to exchange an item for another? When to go to court if they violate your rights and do not want to change or return an item of inadequate quality?

(click to open)

Law on the protection of consumer rights when returning goods

Consumer Protection Law Return of Goods establishes that any person has the right to return goods of proper quality. Important conditions are:

• return of goods within 14 days from the date of purchase;
• no signs of use;
• safety of external data, seals, labels;
• It is advisable to have a receipt or other document confirming payment.

In the absence of a receipt, the consumer has the right to refer to witness testimony confirming the fact of purchase. The list of goods that can be returned to the store is enshrined in the relevant article of the Civil Code of the Russian Federation. The seller cannot unilaterally and at his own discretion change it.

If an exchange of goods on the same day is not possible due to the lack of a similar product, two options are possible:

• exchange later when an analogue becomes available;
• withdraw money in cash or by non-cash method.

The seller has the right to refuse to replace or return the goods if there are no legitimate reasons for this or the rules for returning goods to the store are violated.

Return Policy

Returning goods of proper quality

To return a product that meets the manufacturer's claims, you must: good reasons. The fact that the buyer doesn't like it is not a complete argument. The following are considered sufficient grounds:

• inappropriate shape and dimensions;
• the style didn't fit;
• wrong size;
• a different color is needed;
• a different configuration is required.

The above reasons are enough to make a return or exchange. Otherwise, the seller has the right to refuse the buyer. Products can be exchanged within 14 days. This period is given for you to make a final decision regarding the purchased product. Consumer rights to return goods are determined by law.

You can return goods of proper quality if they are not on the list of items that cannot be returned and have not been used.

Which products cannot be returned?

The law provides for a clause stating which goods cannot be returned:

• medications and preventive medications;
• personal care products;
• cosmetics and perfumes;
• textile products;
• cords with cables and wires;
• construction and finishing materials;
• household chemicals;
• furniture (sets, sofas, etc.);
• semi-precious and jewelry;
• dishes and cutlery;
• automotive technology;
• animals, plants;
• household appliances with a specified warranty period;
• civilian weapons;
• not periodicals.

If the item being returned is not on the list above, you have every right to exchange it and return it for a refund. The purchase and sale agreement is terminated if the exchange is not possible due to the lack of an analogue, and the amount of money is refunded within three days from the date of application. If desired, the exchange can be made later, when the required item appears in the store. This is discussed between the seller and buyer in advance.

When returning a product of good quality, you can get not only a similar one for replacement, but also the money spent. A return or exchange may be refused if:

• it is on the list of goods that cannot be returned;
• the conditions under which it can be returned have not been met.

Returning goods of inadequate quality

The seller or store employee is obliged to notify the buyer of the presence of defects or defects in the purchased goods. Unfortunately, not all trade workers are responsible and honest. In a situation where a consumer returns a product of inadequate quality or the service provided to the client turns out to be inconsistent with what was declared, it is necessary to act in one of the following ways:

1. Terminate the purchase and sale agreement, return the purchased goods of inadequate quality and receive funds.
2. Eliminate defects or defects at the expense of the seller or at your own expense, subject to reimbursement of the cost of repairs by the store.
3. Return and exchange goods of inadequate quality for a similar one without defects or another with compensation for the difference in the cost of the latter.

Important

If you do not have a receipt at the time of returning a product of inadequate quality, you can still return or exchange your purchase. To do this, you will need witness testimony, photo or video confirmation. In this case, the seller has no right to refuse the right to return and exchange.

According to the Law “On the Protection of Consumer Rights”, the buyer has the right to return a product of good quality that he does not like back to the store, subject to certain return conditions.

How to return a product of good quality back to the store? What conditions must be met? And what can stop you from doing this? Read in the article.

Conditions for returning goods under the Law

According to, in order to return goods of proper quality back to the store, the following return conditions must be met:

• No more than fourteen days have passed since the date of purchase;

In this case, the countdown of the fourteen-day period does not begin from the date of purchase, but only from the next one.

• The returned product did not suit the buyer due to one of the following characteristics: style, color, shape, size, dimensions or configuration;
• During the time the goods were in the buyer’s possession, they did not use them;

If this is dishes, then there should be no signs of use on it (scratches from forks, chips, stains and cracked coating). If clothing is returned, it must not be washed, stretched, have torn elements, missing fittings, etc.

• The returned product is in full original condition;

Those. it retains all the factory labels, tags, stickers, boxes, packaging and components.

• From the buyer, confirming the purchase of goods on a certain date/month/year, in a specific store from a specific seller at a specific price;

Attention

The absence of a receipt cannot become a basis for refusal to produce. The buyer, as an alternative to a receipt, can come to the store with a witness who will confirm the fact of the purchase. In addition, the buyer can ask the seller to check the cash register history, which records all purchases made over the past thirty days.

• The returned goods are not included in the list of goods of good quality, the return of which is impossible due to unsuitable style, color, shape, size, dimensions or configuration (read the list of goods that cannot be returned in the next section);

What can a buyer expect?

In the process of returning goods of proper quality, the buyer, on the basis of the Law “On Protection of Consumer Rights,” may require:

• Exchange the product you don’t like for the same product, but of a suitable style, color, size, shape, dimensions or configuration;
• Exchange the returned product for a similar product of another manufacturer/brand/value;

If the price of the item selected for exchange differs from the cost of the item being returned, the seller is obliged to recalculate the purchase price.

• Return the product in exchange for a full refund;

This option for returning goods of good quality is provided if there is no suitable product for exchange in the store at the time the buyer contacts, and the buyer does not want to wait until it appears again.

Return procedure

Before going to the store, make sure that all conditions for returning goods of proper quality are met (14 days, no traces of use, preserved presentation, not on the list of goods that cannot be returned). When returning an item you will need:

• The product itself;
• Passport;
• Cash receipt;

• Come to the store and inform the seller of your desire to return the product of proper quality. The reason for return must be one of the following: unsuitable shape, style, color, size, dimensions or equipment;
• After this, the seller will ask you to fill out an application for returning the goods (here you will need a passport);

The application must indicate the details of the returned product (name, cost, characteristics), the reasons for the return and the requirement for replacement with a product with suitable characteristics.

• After filling out the application, the seller can exchange the goods for a suitable one immediately or set a three-day period for reviewing the requirements of the application;
• If a suitable product that would satisfy the buyer according to all characteristics is not available in the store at the time of its request, the seller may ask the buyer to wait a certain period until the product is back in stock;
• If the buyer refuses to wait, the seller must offer the buyer to return 100% of the cost of the goods in exchange for its return;

Refunds are made in the same way as payment. So, if the buyer paid for the goods in cash, then they will return them back in the same form. When paying with bank card, the refund is made to the specified bank account.

Information

The period for returning funds, according to the Law, should not exceed ten days.

Returning goods of good quality purchased online

According to paragraph 4 of Article 26.1 of the Law “On Protection of Consumer Rights”, when purchasing a product through an online store, the consumer has the right to return it within seven days from the date of purchase of the product without giving reasons.

The refund period for returning goods purchased online is ten days.

List of goods that cannot be returned

For non-food products of good quality, returns and exchanges are not possible. These products include:

• Medical products (medicines, medical equipment, contact lenses);
• Perfumes, cosmetics, personal care products;
• Hosiery, underwear and swimwear;
• Goods sold by the meter (fabric for sewing, linoleum, construction wires, etc.);
• Plastic dishes;
• Cleaners;
• Furniture that requires assembly (not a single piece of furniture);
• Technically complex goods (electrical engineering, Cell phones, computers, tablets, vehicles etc.);
• Jewelry (made of precious metals);
• Firearms;
• Books, brochures, calendars;
• Animals;

You can return or exchange these goods only if they were damaged before purchase.

Sample documents

Despite the fact that the law protecting consumers from unscrupulous sellers was adopted more than twenty years ago, not all citizens know that can return goods to the store that are not suitable for them, have defects, or simply didn’t like it. This law exists and works.

In fairness it must be said that this the document protects not only consumers, but also sellers from not very conscientious buyers.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call free consultation:

No one will accept claims after this period. If, within the period specified by law, the buyer requires a replacement for similar products that are not on sale, then the seller must give him the amount paid for the returned goods.

The seller may accept the goods based on the buyer’s verbal request. But legislators advise coming to outlet with a written statement drawn up in 2 copies. One document will remain with the entrepreneur (seller), the other, after a note has been made on it that a copy has been delivered, will remain with the buyer.

If the seller does not want to accept the application, then you should not insist on your opinion. The application should be sent by registered mail on legal address entrepreneur or organization.

The law obliges the entrepreneur (seller) to replace a low-quality product with a similar quality one, or return the money to the client within a week, and in the case where quality control is required by the manufacturer (importer) - within up to twenty days.

If products can only be replaced after 7 days or more, the selling party must offer the client a similar quality item for temporary use.

Items that come into close contact with the human body are not accepted for return., are consumables and medical supplies.

This also includes mechanisms, machines, and electronic equipment.

The list of such goods, in particular, includes:

• medicines and other pharmaceutical products;
• items intended for child care;
• tools and personal hygiene items;
• glasses lenses;
• hygiene and sanitation items.

Also plants, fish, animals, textiles and haberdashery products sold exclusively by the meter(for example, linoleum, carpet runners and carpets, polyethylene film, cables, cords, fabrics, braid, ribbons, lace, wires, cellular polycarbonate and similar products).

It's worth knowing that books and other publications that are non-periodical cannot be exchanged. Just take it to the used book department of a bookstore.

Items such as:

• furniture; perfumes and
• underwear, stockings, tights, socks, other similar knitwear and sewing products;
• household swimming equipment(boats, yachts, speedboats, kayaks);
• complex equipment used in everyday life ( cameras, movie cameras, gas appliances, electrical appliances, printers, electric musical instruments, radio electronics, household woodworking and metal cutting machines, toys with electronic content;
• fax devices, as well as telephone sets.

A complete list of goods that are not subject to exchange or return Approved by the Decree of the Government of the Russian Federation of January 19, 1998. N 55. .

In practice, the question often arises, what is the other? According to the explanatory letter of Rospotrebnadzor (2011), mobile phones are subject to replacement and return.

But This does not apply to smartphones. They appeared quite recently and by their design are much more complex devices that allow you to use the Internet.

When is the law on the seller's side?

The seller may not accept the product for replacement with another(of the same type), if the item was damaged or broken after purchase, if there are no price tags on it and trademarks and damaged packaging boxes, as well as provided by legislators for the return procedure.

Also, goods may not be accepted (exchanged) in the absence of a sales or cash receipt, if one was issued upon sale.

IMPORTANT! The buyer's absence of a sales receipt, cash receipt or other document confirming payment does not deprive him of the opportunity to refer to witness testimony.

Examination of low-quality products

If the buyer claims that the goods are of inadequate quality, and the seller does not agree with this, then the seller is obliged to conduct a quality examination at his own expense.

If the buyer does not agree with the expert conclusion, he may challenge the results of the expert opinion in the magistrate's court.

The buyer can order an examination from a (third-party) organization or enterprise that is not interested in the outcome of the conflict.

After presenting the expert opinion the law obliges the seller to reimburse the buyer for the cost of the examination. The examination period can be 10-45 days.

How to return money if the receipt has not been saved?

If cash or , You can still get your money back for the goods. For this you need go to the store with a witness to the transaction, if there is one. The same should be done if the sales department or store operates without a cash register, and the seller does not remember the buyer.

The client can only use cash. Money can be transferred to a card or current account, as well as to a savings book.

Trading organizations and entrepreneurs try to avoid conflicts and, as a rule, never bring matters to trial. They themselves tell customers that If a product is found to be defective, it can be exchanged for another.

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