Is it possible to return a product to the DNS if you don’t like it within 14 days, return under warranty

How goods are returned to the CSN, on what conditions the retail chain operates and how to assert your rights is given below. Sometimes a long-awaited purchase does not bring joy. The wrong model, inappropriate design, rash decisions force you to return the product back to the store. If there are no problems with some categories of things, then the equipment is not always accepted back.

Knowledge of the laws and calm communication with store representatives will allow you to defend your position.

Law on Consumer Protection

The opportunity to return a product to the CSN if you don’t like it is provided for by the Law of the Russian Federation dated 02/07/92. No. 2300-1. This law regulates the relationships that arise between the seller and the buyer in the process of concluding purchase and sale transactions.

If the buyer wishes to return electronics of proper quality, they must meet the following conditions:

• has no external damage - chips, cracks, traces of use;
• the presentation is not damaged - all stickers and labels are in place;
• the packaging is not damaged;
• The electrical appliance works without interruption.

Technically complex products and 7-day deadline

Great difficulties arise for consumers who want to hand over technically complex goods, and most of the equipment in the CSN falls into this category.

By law, such products cannot be returned, because... the client could cause hidden damage to the device, which is not visible to the naked eye, without special diagnostics.

The list of products classified as technologically complex was approved by Government Decree dated November 10, 2011. No. 924 .

If the purchased equipment is included in the specified list, it will not be possible to return the goods to the DNS.

But Law No. 2300-1 provides one “loophole” for the buyer, thanks to which high-tech equipment can be returned to the DNS. We are talking about purchases made via the Internet.

Art. 26.1 of the Consumer Rights Protection Law regulates the remote sales method. It states that the buyer can refuse a device ordered on the website at any time before delivery, as well as within 7 days after receipt.

This article does not stipulate any restrictions regarding technically complex products.

What is complex technology?

In general, the main DNS products are almost entirely subject to this law: computers, MFPs, set-top boxes, televisions - even lenses and coffee machines. A complete list of goods recognized as technically complex is presented in Decree of the Government of the Russian Federation of November 10, 2011 N924.

Also, there is a narrower list of goods that cannot be returned to DNS:

• Any wires and cords (everything that has any footage or is distributed along it);
• Devices packed in special packaging for protection;
• Products that you purchased at a reduced price (“defective”);
• Any chemicals for the home (dishwasher tablets, powders, etc.);
• Products from the beauty department - for individual use (epilators, razors, straighteners);
• Equipment sold with SIM cards.

Therefore, if you purchased, say, a pink epilator, and then wanted to return it because its color does not match the tiles in the bathroom or it turned out to be much cheaper in another store, then, most likely, you will be rightly refused.

Return of goods without defects purchased in a CSN store

You can return products purchased in a store to the same sales department or service center. For this:

• visit the store/service center with your passport, receipt and purchase;
• the seller will check the electronics for functionality and presentation;
• write a request for a refund, the funds must be returned no later than 3 days later.

Refunds are made in the same way you paid for the device. Those. if the buyer paid in cash, he must be given cash; if a non-cash payment was made, the funds will be credited to a bank card.

What is covered by the warranty

For each product that is sold in the DNS store, there is a warranty that protects the owner from flaws and defects discovered during use. The specific period is indicated in the coupon, so if deficiencies and malfunctions are detected, you can:

• replace the product with the same one;
• demand another product with an additional payment or refund of part of the cost;
• get a discount;
• request repair of a purchased item, or reimbursement of repair costs;
• make a full refund with the transfer of the money paid back.

Additionally! Warranty service applies to all product models sold by the DNS store. Proof of purchase will be a cash receipt issued upon payment, and a warranty card will also be supplied with the product.

Return of goods without defects purchased in the online store

If the equipment was purchased on the dns-shop website, the goods are returned through the service center. The deadline for application is 7 days after receipt.

When ordering online, the client must be explained the rules, procedure and deadlines for delivery of products in writing. If the supplier has not communicated the terms of return, the period is extended to 3 months.

Return procedure:

• contact the service center;
• a specialist will draw up an acceptance certificate and check the electronics for damage;
• if the equipment is in good working order, the packaging is intact, and the presentation is in order, the employee will issue a statement for reimbursement;
• With the received documents, go to the cash desk of the nearest DNS trading department and receive the money.

When returning devices purchased through the DNS-Technopoint online store, focus on the following nuances:

• if the packaging is opened or torn, the product will not be accepted back;
• if the acceptance certificate states that the item has been used or has scuffs, such an inscription should be crossed out, otherwise the store will refuse to accept it;
• When purchasing smartphones, a protective film with the manufacturer’s logo is glued to the screen of the device; if it is peeled off, the seller may not accept such a phone.

What the warranty does not cover

The DNS store has established a list of situations in which you cannot use the service. The list is voluminous and you need to study it before applying, because the store can cancel its obligations if:

• malfunctions due to violation of operating and transportation standards;
• absence or violation of the serial code;
• absence of seals and stickers on the equipment (if provided);
• problems arising due to unintended software;
• ingestion of liquids, insects, foreign objects and their particles;
• failure due to mechanical and chemical influences, temperature fluctuations, gases, and other artificial and natural factors;
• the impact on performance of force majeure situations (electricity surges, natural disasters).

Interesting! The warranty is not issued for consumables, for example, batteries, cartridges, spare parts with expected wear. Discounted and used goods, about the shortcomings and condition of which the seller warned the client in advance, are also not covered under warranty.

The DNS store offers thoughtful and clear warranty service, under which equipment is repaired or replaced. You should pay close attention to the terms and conditions, because if you do not comply with them, the buyer risks being rejected.

Returning goods of inadequate quality to the DNS

In accordance with Art. 18 of Law No. 2300-1, if defects are detected in products not specified by the seller, the client has the right to demand:

• replacing an electrical appliance with a similar one of the same or a different brand;
• reducing the cost of products commensurate with the identified deficiencies;
• eliminating defects;
• payment of the full cost of the equipment.

You can return products of inadequate quality throughout the entire warranty period, and technically complex devices within 15 days from the date of purchase.

Diagnostics

To determine the causes of defects, employees conduct diagnostics. The examination is carried out within 45 days.

Based on the diagnostic results, one of the following decisions will be made:

• give the buyer money or change the device - if it is determined that the cause of the breakdown is a manufacturing defect;
• refuse a refund or exchange - if the cause of the malfunction is improper use on the part of the client.

If it is determined that the consumer himself is to blame for the malfunction, he will have to pay for the diagnostics performed.

Return under warranty

Throughout the warranty period, the customer has the right to return non-working equipment if the following conditions are met:

• the breakdown was not the fault of the consumer;
• the defect is not a normal consequence of wear;
• documents confirming the purchase have been saved, incl. warranty card.

Attention! If the product was purchased at a discount and the seller warned the client about the presence of defects in the device, then in the future the buyer will not be able to make claims about poor quality.

When does the free service end?

Warranty service is terminated in the following situations:

• if the malfunction of a certain technical device is caused by a violation of the rules for its transportation, storage or operation, the list of which is given in the document “User Guide”;
• if the original serial number is missing, broken or unreadable on the product;
• if the product has no or broken warranty (factory) seals (stickers);
• if maintenance, repair or modernization of a certain technical device was carried out by a service center not authorized by the relevant manufacturer;
• if various foreign objects, liquids, chemicals or insects are found inside the device after its purchase by a store customer;
• if the device malfunction is caused by various third-party circumstances (power surges, natural disasters, etc.);
• in other cases established by the relevant manufacturer.

Important! The warranty does not apply to various wearable and consumable materials (for example, print heads, cartridges, CDs, etc.).

Sample claim and statement

The claim is prepared in 2 copies, one is handed over to the seller, the second, with a receipt stamp, remains with the buyer. Indicate in the document:

• name of the trading enterprise;
• buyer information;
• information about the purchase made;
• list of identified deficiencies;
• request for repair, replacement or refund.

At the end, add a date and signature. Attach any available documents to your application – cash receipt, warranty card, etc.

Download a sample complaint to the DNS for a defective product

Exchange

If desired, the buyer has every right to exchange the goods purchased at the DNS for another model or brand.

Can I exchange it for another one with an extra charge?

As noted earlier, the consumer has every right to exchange the product for a similar or different product. Moreover, if the cost of the latter is higher, then the buyer will have to pay the difference.

An exchange can be made in the case of either a low-quality product or a product that meets the originally stated characteristics.

Conditions

The main conditions for the exchange of products in the CSN include:

• the product must be in perfect condition (if we are talking about a quality product);
• a product of proper quality should not be included in the list of goods that cannot be returned (however, the seller, at his discretion, can accommodate the buyer halfway and make an exchange);
• if the cost of a similar product is higher, the consumer will be required to make an additional payment.

Is it possible to return an item without a receipt?

The rules for returning equipment to the CSN provide for the mandatory presence of a cash receipt confirming the fact of the purchase. If it is lost, this does not mean that the product cannot be returned or exchanged.

Information about all sales is stored in the store database. If you lose a check:

• remember in which department and when the purchase was made;
• contact a service center or store, having the equipment and passport with you;
• ask the cashier to issue a duplicate cash receipt.

Employees will find the purchase in the database and offer solutions to the problem.

Repair status tracking

To track the status of warranty repairs, you need to perform the following algorithm:

1. Go to the website www.dns-shop.ru.
2. Select the “Buyers” section at the top.
3. In the list that opens, click on the “Service Centers” subsection.
4. On the left, select the subsection “Equipment status in the SC”.
5. In the window that opens, enter your phone number left at the service center for communication.
6. Enter the work order number in the appropriate field.
7. Click on the “Find” button.

Reference. After clicking on the “Find” button, the current status of the item under repair will appear. If the data is entered incorrectly, the following message will appear: “There is no data for this document (phone).”

What to do if your refund is refused

If a negative decision is made to return the money for the product, the seller must formalize it in writing and send it to the client. This letter contains justification for the reasons for the refusal.

Contact a lawyer with the refusal received from the DNS. He will be able to assess the legality of the decision made and talk about possible ways to resolve the conflict.

Write a statement to the court. By a court decision, the store may be charged the full cost of the goods, as well as compensate the buyer’s expenses, including attorney’s fees.

File a complaint with Rospotrebnadzor. This body will not help you get your money back for your purchase, but will conduct an inspection against the retailer that violates consumer rights.

How to get your money back?

As already mentioned, it is possible to return the money for the purchased item in certain cases.

If the product is in working order, and it did not suit you for personal reasons, a refund is made only if it is impossible to exchange it for a similar product (of a different color, for example) in the store. If this condition is met, the managers will either ask you to wait and exchange the product later, or will satisfy our request. All this must happen within two weeks from the date of purchase.

The refund period in this case should be no more than three days.

Receiving funds for low-quality goods usually follows its own rules. This is possible if:

• The cause of the breakdown was a manufacturing defect;
• The store is not able to exchange the model for a similar but working one;
• Repair of goods at the store's expense is not possible.

Summary

To return equipment to DNS, remember:

• according to the law on the protection of consumer rights, you can return electrical equipment of proper quality within 2 weeks, with the exception of technologically complex products;
• When handing over the device, it must be unused, undamaged, and with its packaging intact;
• Returning goods under warranty is possible at any time before the end of the warranty period;
• if high-tech equipment was purchased online, it can be returned within 7 days;
• when returning defective products, the seller carries out diagnostics within no more than 45 days;
• If damage is detected due to the fault of the consumer, the seller has the right to refuse acceptance.

More…

1. Is it possible to return a product under warranty without a receipt and packaging?
2. Returning household appliances to the store within 14 days
3. Consumer Protection Law: return goods within 14 days
4. Return of technically complex goods to the store within 14 days

Return procedure.

To return the product, you must contact the store or service center and provide the technician. If the return is made within 14 days of purchase, it is necessary that the packaging is intact and the product has no signs of use.

The seller has the right to check the quality of the goods. Based on the results of the procedure, an answer is given. If the buyer is not satisfied with the inspection and its results, he may request a technical examination. It is done at the expense of the seller.

The consumer has the right to be present during the research. Moreover, if it is discovered that the defect was not caused by the fault of the seller or manufacturer, the buyer will have to reimburse the costs of the examination.

Claims regarding product quality will not be accepted if the consumer purchased a discounted or used product and was warned in advance about the shortcomings.

To return goods, you must write a written statement indicating:

• information about the buyer;
• address of the store where the purchase was made;
• product description;
• identified defect;
• requirements;
• date and signature.

Store employees must review the claim within 30 days. If necessary, a technical examination is carried out. The claim must be accompanied by a receipt confirming the purchase.

The absence of a financial document is not a reason for refusing to issue a return if the buyer can prove the purchase in another way.

Application for return of goods. [26.50 KB]

Returning a laptop.

Refund for purchase.

The consumer has the right to demand a full or partial refund. The latter is allowed if the goods remain with the buyer. In this case, he may demand a reduction in price commensurate with the deficiency.

In DNS, a refund to the card is carried out only if the purchase was initially paid for by non-cash method. The money will go to the same account from which it was transferred.

The warranty does not apply to consumables, such as batteries or cartridges, that are needed to use the equipment.

Refusal of return.

The retail chain may refuse to return low-quality goods in the following cases:

• the defect was obtained as a result of improper transportation or operation;
• During the examination, it was discovered that a foreign object had gotten inside the device;
• equipment does not work due to water getting into it;
• the deficiencies are caused by the use of unlicensed software installed by the user;
• the device is faulty due to exposure to natural disasters or other circumstances, for example, power surges, etc.