Warranty service

The work of the online store in terms of the return and exchange of goods and services is governed by the same rules and regulations as for a regular store. The main legislative document is the Law of the Russian Federation "On the Protection of Consumer Rights" No. 2300-1 dated February 7, 1992

Consumer Protection Law the seller is obliged to provide the buyer with information:

  1. For Security:
    • Standard symbols.
    • About certification.
    • Rules of use.
    • Service life of goods.
    • Information about what the consumer needs to do after these deadlines.
  2. To ensure repair and maintenance:
    • Warranty period.
    • Location (legal address) of the manufacturer (seller).
    • Addresses of organizations that carry out repairs and maintenance.
  3. And also:
    • About the main consumer properties of the product.
    • Price and terms of purchase.
    • Information about the rules for the sale of goods.

The buyer of the online store has the right to refuse to receive the goods up to the moment of its dispatch.

The buyer of the online store has the right to refuse to receive the goods at the time of delivery if the goods are delivered of inadequate quality (based on clause 3 of article 497 of the Civil Code of the Russian Federation, article 21 of the Law "On Protection of Consumer Rights").

If a product of inadequate quality is found, the buyer of the online store has the right to replace or return this product in the prescribed manner. According to the Law of the Russian Federation "On Protection of Consumer Rights", within 14 days, not counting the day of purchase, if he has a sales or cash receipt.

The online store must state:

  1. Where (at what address) you can return the purchased product. Operating mode.
  2. Where warranty and post-warranty repairs of goods are carried out. What documents should the buyer have for warranty service.
  3. Where and to whom to send a request for the return of goods of inadequate quality, indicating the reasons for the return.
  4. The procedure for returning goods of inadequate quality purchased by the buyer in the event of:
    • Wrong order by the buyer of the goods.
    • Errors in the selection of goods due to the fault of the sellers of the online store.
    • Errors in the online store catalog.
  5. The procedure for processing the return of goods for the above reasons and the terms for the return of money.

Decree of the Government of the Russian Federation dated January 19, 1998 N55 approved 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.

Reference:

The procedure for returning goods is regulated by the Civil Code of the Russian Federation, the Law of the Russian Federation "On the Protection of Consumer Rights", Methodological recommendations for accounting and registration of operations for receiving, storing and dispensing goods in trade organizations (Letter of Roskomtorg dated 10.07.96 No. 1-794 /32-5), according to which buyers have the right to return previously purchased goods.

  1. If the buyer detects defects in the goods that were not specified by the parties during the purchase and sale, the return of the goods is carried out within the warranty period or the expiration date established by the manufacturer.
    • The defect of the goods is the non-compliance of the goods with the mandatory requirements provided for by the above Law; the purposes for which goods of this kind are usually used; purposes, which the seller was informed by the consumer at the conclusion of the contract.
      The lack of a cash or sales receipt or other document certifying the fact and conditions of the purchase of goods by the consumer is not a basis for refusing to satisfy his requirements.
  2. If a non-food product of good quality does not match in shape, dimensions, style, color, size or configuration, the return of the goods is carried out within 14 days, not counting the day of purchase.
    • Return of a non-food product of good quality is made if the product was not in use, its presentation, consumer properties, seals, factory labels, as well as a sales or cash receipt are preserved.
    • Non-food products of good quality, provided for by 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, approved by the Decree of the Government of the Russian Federation of 01/19/98, are not subject to return on this basis. . No. 55 (as amended on 20.10.98, 02.10.99, 06.02.2002).
  3. Acceptance from the buyer of the returned goods is issued with an invoice, which is drawn up in two copies, one of which is attached to the product report, the other is handed over to the buyer and is the basis for receiving the amount of money for the returned goods.

Law of the Russian Federation "On Protection of Consumer Rights" (Edition of October 25, 2007 N 234-FZ) (excerpt):

Article 26.1. Remote method of selling goods

  1. A retail sale contract may be concluded on the basis of familiarization of the consumer with the description of the goods proposed by the seller, contained in catalogs, brochures, booklets, presented in photographs, by means of communication (television, postal, radio communication and others) or other means that exclude the possibility of direct familiarization of the consumer with the goods or a sample of the goods at the conclusion of such an agreement (remote method of selling goods) in ways.
  2. Before the conclusion of the contract, the seller must provide the consumer with information on the main consumer properties of the goods, on the address (location) of the seller, on the place of manufacture of the goods, on the full trade name (name) of the seller (manufacturer), on the price and on the conditions for purchasing the goods , about its delivery, service life, shelf life and warranty period, about the procedure for paying for the goods, as well as about the period during which the offer to conclude a contract is valid.
  3. At the time of delivery of the goods, the consumer must be provided in writing with information about the goods provided for in Article 10 of this Law, as well as information provided for in paragraph 4 of this article on the procedure and terms for returning the goods.
  4. The consumer has the right to refuse the goods at any time before its transfer, and after the transfer of the goods - within seven days.

If information on the procedure and terms for returning goods of good quality was not provided in writing at the time of delivery of the goods, the consumer has the right to refuse the goods within three months from the date of delivery of the goods.

Return of goods of good quality is possible if its presentation, consumer properties, as well as a document confirming the fact and conditions of purchase of the specified goods are preserved. The consumer's lack of a document confirming the fact and conditions of the purchase of goods does not deprive him of the opportunity to refer to other evidence of the purchase of goods from this seller.

The consumer does not have the right to refuse a product of good quality, having individually defined properties, if the specified product can be used exclusively by the consumer who purchases it.

If the consumer refuses the goods, the seller must return to him the amount of money paid by the consumer under the contract, with the exception of the seller's expenses for the delivery of the returned goods from the consumer, no later than ten days from the date the consumer presents the relevant demand.

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