The warranty period for shoes by law and the procedure for returning them

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Published: 08/23/2018

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Returning shoes to a store during the warranty period is regulated by Russian legislation. The buyer may make claims for goods of inadequate quality and demand compensation for damages.

• Normative base
• Terms for returning to the store Warranty period for shoes by law
• From what day does the warranty begin?
• What affects the length of the warranty period

What does the law “On the Protection of Consumer Rights” say about the warranty period for shoes?

The store, not the manufacturer, is responsible to the shoe buyer.

He will independently resolve questions regarding the product with the manufacturer.

The warranty period is set by the manufacturer, but can be determined by the seller.

The duration of the warranty is affected by:

• What season are the shoes intended for?
• terms of Use;
• manufacturing material.

Important! If the warranty period is not established, the buyer has the right to make claims within two years from the date of purchase (Clause 1, Article 19 of the Law of the Russian Federation dated 02/07/1992 No. 2300-1). If the warranty is up to two years, but defects are discovered within the specified time, the consumer can submit a claim to the store if he proves that the defects occurred before purchasing the shoes due to the fault of the manufacturer or seller.

FAQ

Is there any point in going to court?

It makes sense to resolve issues related to consumer rights in court if the person filing the claim has irrefutable evidence that he is right. However, sellers rarely take the case to court, since it is not profitable for them: they will have to compensate for losses and pay a fine, so if they see that the buyer does not back down, they return the amount for the low-quality product.

Consumers can protect their rights under the law when they were actually sold a defective product, they have proof of this, and the warranty period has not yet expired. But in order to avoid having to return defective goods to the store, you should carefully inspect the items before purchasing for the slightest defects and non-compliance with the parameters stated by the seller.

What is the warranty period?

The duration of the warranty period depends on the type of shoe:

The countdown starts from the date of purchase. If an item is purchased at a sale out of season, the warranty period begins on the day the season for which it was intended begins.

How are periods determined?

In regions, depending on climatic conditions, the length of seasons is determined differently.

For most of the Russian Federation, according to GOSTs, specific dates are used:

• Spring – from March 1 to May 1;
• Summer – from May 1 to September 1;
• Autumn – from September 1 to November 1;
• Winter – from November 1 to March 1.

If the consumer lives in the northern part of Russia, the winter season may begin earlier. Accordingly, the start and end dates of other seasons are shifted.

What else is covered by the warranty besides shoes?

Under warranty, you can change not only shoes, but also its individual components - accessories:

• snakes,
• arch supports,
• fasteners,
• buckles,
• decorative elements.

In this case, the product can be returned for repairs and taken back after a few days.

Note! Free repair of accessories under warranty is possible if the defect arose due to the fault of the seller, or a manufacturing defect is detected.

How to return shoes to the store?

Rules and procedure for returning auto parts back to the store

Interpretation

Separately, it is worth considering the basic concepts, because not everyone knows the law in order to defend their existing rights.

What is shoe seasonality?

It means everyday items of any kind that are intended to be worn outdoors or indoors. For example, sandals, shoes, boots, etc. There are no special requirements for operation. But such goods are fully subject to the rule on calculating the warranty depending on the season. Consequently, when buying sandals in the winter season, HS will begin only in May.

Good and bad quality

In the first case, a purchase should be considered that fully complies with the requirements, standards, norms and laws regarding quality and the terms of the contract concluded between the buyer and the seller. The product can be used for its intended purpose in accordance with all technical documents.

KNOW! All goods and products purchased must initially be of adequate quality.

In the second case, there is no exact definition. But Article 18 of the ZPP Law states that goods with obvious or hidden defects belong to this category.

Warranty and non-warranty cases

You should exercise your right to return funds in the following cases:

• the appearance of cracks on the sole;
• painting defects;
• the threads have come loose or broken;
• the curvature of the seams is visible.

Attention! The implementer has the right to initiate an examination.

There are cases when it is possible to ensure that the product is repaired or replaced after the HS, usually due to a manufacturing defect. This is proven by examination.

There are non-warranty cases when a product becomes defective due to the buyer. This may include burns, cuts, wear and tear. Also, the warranty does not cover mishandling or incorrect use of the product. As an example, consider the case when people wear autumn and summer shoes in winter.

Requirements for boots and spring shoes are put forward much more often than for shoes or sandals.

Warranty period for seasonal shoes in different stores

Stores provide a warranty on shoes to customers upon purchase. It can be viewed on a separate insert. If there is no insert, the information is placed in the consumer corner, which must be mandatory in all retail establishments.

A warranty card for shoes is issued to the client along with a receipt at the checkout. It is recommended to keep the documents for the entire period - this makes it easier to return the goods.

Below we will consider the duration of the warranty period in different stores operating in most Russian cities.

Zenden

According to information on the official website of the store, shoes of proper quality with all documents and boxes are returned within 33 days from the date of purchase. For seasonal goods, the count starts from the start date of the season.

If the product is of poor quality, the warranty period will be 150 days.

Note! When ordering shoes in an online store, different deadlines are established. If the shoes have no defects, but you want to return them for certain reasons, this is done within two weeks from the date of receipt of the order. If any defects are found, returns are available within 30 days.

The store accepts complaints by email: [email protected]

Rendezvous

The Rendez-vous store accepts unworn items for 30 days from the day following the date of purchase.

Shoes can be returned in any convenient way:

• In any of the chain stores;
• At the place of purchase;
• To the return department in Moscow at st. Dubninskaya, 75a.

If the purchase was made through an online store, you can issue a return in your personal account.

Kari

If the product is found to be defective, a return will be issued within 90 days. In other cases, a return is also available, but within 14 days from the date of purchase: if the shoes do not fit in size or color, but at the time of return the presentation is preserved.

The minimum warranty period applies to small leather goods (flip-flops, slippers, sandals) - 30 calendar days.

To resolve problematic issues, the buyer needs to contact the store where the shoes were purchased.

Tervolina

Tervolina gives customers the opportunity to return shoes of proper quality that have retained their presentation within two weeks from the date of purchase.

The entire range of seasonal products is covered by a standard 30-day warranty. If a defect is discovered at this time, the shoes or boots can be returned by contacting the store to exchange everything for new shoes.

Returning money at Tervolin is more difficult. To receive it, you will have to wait for the results of the internal examination, which is carried out in Moscow. If it is determined that the defect arose due to improper operation (the fault of the buyer), an independent examination will have to be carried out and a claim must be filed.

Important! If the experts find out that the fault lies with the client, he will have to reimburse the costs for storage, transportation of the goods, as well as for the examination.

Ecco

At ECCO the warranty period is 3 months, i.e. valid throughout the entire season for which the shoes are intended. If the product was purchased before a certain time of year, the period is counted from the start date of the season.

They also return quality goods that are not suitable for the buyer for certain reasons.

In such cases, the return period depends on the method of purchase:

• In the online store: 7 days if the issue was made in a company store in Moscow or St. Petersburg; 30 days for delivery by mail; 14 days if items were picked up at any store;
• In a regular store - 2 weeks.

If the consumer picked up the shoes themselves, they must be returned to the same store.

Sportmaster

At Sportmaster, the length of the warranty period depends on the type of shoe: for running, recreation, fitness, etc. You can contact us here for repairs or a refund within two months from the date of purchase.

If the shoes are purchased and are in good condition without signs of wear, but the client decides to return them, he can do this within 14 days.

Important! These rules apply both to shoes purchased in a regular store and to goods ordered on the official website.

Easy step

In “Easy Step”, buyers can return shoes of proper quality to the seller within two weeks, subject to several conditions:

• The presentation and packaging have been preserved;
• If the procedure involves not the buyer, but another person on his behalf, a written power of attorney will be required;
• You need to take a passport or other identification document.

If a person discovers a manufacturing defect, he has the right to return the product to Easy Step within 1 month from the date of purchase or the beginning of the season for which it is intended. You should contact the store where you purchased the shoes.

Rieker

At Riker, customers have the right to apply for money or exchange low-quality shoes for high-quality ones within 1 month. This rule applies to all types of goods.

Nike

The American company provides customers with a longer warranty period. Low-quality shoes are returned here within two years if a manufacturing defect is discovered. The return of high-quality shoes, at the buyer’s request, can be issued within a period of 30 days, if the presentation is preserved.

Marco

Belarusian gives a 60-day guarantee on all types of shoes. Before visiting the store, it is recommended to clean it from dirt and put it in proper condition.

Return within 14 days

By law, the buyer has the right to return even high-quality goods to the seller.

The implementer must fulfill such a person’s requirement within fourteen actual days. During this period, the day of acquisition is not taken into account. In this case, the buyer can justify his demands by the fact that the product did not suit him in color, style, dimensions, configuration, size or shape. That is, in this case, a person is guided, first of all, by personal conviction. This is an absolute consumer right. The current legislation has approved a list of goods that cannot be returned, but shoes are not included in it.

Conditions for accepting goods

The product can only be returned if certain conditions are met.

Firstly, the product must retain its appearance, functions, seals, and labels. Also, the product must not be used by the buyer. For example, if the sole could peel off or crack, or the entire shoe could tear, then it will not be accepted back. In this case, an examination will be required to identify the guilty party.

Secondly, the initiator will have to present a cash receipt, invoice, or other document that will confirm the fact of purchase.

The current legislation determines that the absence of any information on the purchase of goods by the buyer does not deprive him of the right to make claims against the seller. In such cases, the person may add other information, such as witness statements, as evidence.

What cases are covered by warranty or non-warranty?

The warranty covers cases when defects arise due to the fault of the manufacturer or seller:

• The paint has deteriorated;
• the sole is cracked;
• crooked seams were found;
• the threads broke.

If a defect occurs during wear, it is not always the buyer's fault. You need to hand over the goods to the seller, and if necessary, he will appoint an examination. If the warranty period has passed, you can apply for a refund within two years.

If the shoes are damaged due to the fault of the buyer, this is considered a non-warranty case. These include:

• mechanical damage to the skin,
• cuts,
• consequences of normal wear and tear.

You cannot demand a refund from the seller if the shoes were not used in accordance with the season: summer sandals were worn in winter, or vice versa.

Will the seller accept used shoes?

As a general rule, returns of used shoes are not allowed. The exception is situations where the defect arose due to the fault of the manufacturer:

for example, boots rub a person's foot due to improperly made seams. But if the result turns out that chafing occurs due to the wrong size, you will not be able to issue a return.

Tricks of unscrupulous sellers

The inexperience of the buyer and ignorance of his rights gives some unscrupulous sellers the opportunity to refuse to return or exchange goods. The main thing is to know the laws and persistently prove that you are right. The most common trick is the 14 day rule. For example, a consumer discovered a defect on the 20th day after purchase, and the store refuses to return the money, citing the expiration of a two-week period. It is important to remember that with products of poor quality, it is not this rule that no longer applies, but the warranty period for winter shoes.

Other tricks include: refusal to accept a claim due to the absence of a receipt or the fact that shoes were worn. If there is a witness to the purchase, payment documents may not be provided, and manufacturing defects are most often determined during operation. To achieve results, you need to be decisive and not follow the lead of unscrupulous sellers.

When can you not return the shoes?

Situations when not a single store agrees to return the client’s money or exchange shoes for another, and it turns out to be right:

• Poor appearance of the product, if the return is not issued due to a manufacturing defect;
• Damage caused to the product due to the fault of the client was discovered;
• the buyer did not properly care for the shoes or did not comply with the wearing conditions;
• Before visiting the seller, the client tried to make repairs himself.

The material of the goods does not matter if one of the above reasons is present.

How to defend your rights?

The first thing you need to do is demonstrate knowledge of your rights and laws .

Returning defective shoes is not a unique situation.

Store employees have probably encountered this situation more than once, and are well aware that if the buyer persists and the case goes to court , then in addition to compensation for losses, the administration will have to pay a fine .

We recommend referring to Article 18 of the Consumer Rights Protection Law, which clearly states what rights the consumer has when returning goods.

If this does not help, contact the Consumer Protection Society . There they will advise you, provide legal support and help you develop a plan for further action.

Don't be afraid to file a lawsuit .

If the warranty period has not expired, then the examination of the shoes is always carried out at the expense of the seller and you will not have to pay for it.

How to return shoes under warranty: step-by-step instructions

To process a return, the buyer needs to file a claim and send it to the seller. If the shoes were purchased in an online store, you need to find out the email address for written requests.

The step-by-step procedure looks like this:

1. Making a claim.
2. Filing a claim with the product.
3. Obtaining examination results.
4. Receiving other shoes of the client's choice or a refund.

Let's look at all the steps in detail.

Step 1: filing a claim

The claim is drawn up in two copies. One is handed over to the store, the other must be signed and dated by its employee - it is returned to the client.

Sample claim

The document must contain the following information:

• Name, address of the store;
• buyer's address, telephone;
• date, place, time of purchase;
• shoe model name;
• description of defects;
• requirement: exchange for another product, return the money, reduce the cost in proportion to the identified shortcomings.

At the end the consumer’s signature is placed.

Sample claim for a refund of low-quality shoes: alt: Claim for a refund of low-quality shoes

Step 2: Submitting a Claim

Along with the claim, you must provide a passport, warranty card and receipt.

Step 3: Waiting for the examination results

If necessary, the seller will appoint an examination to determine the causes of the defect; it is carried out within 20 days from the date of the buyer’s request if he requires a replacement of the product. If a person wants to return the money, the period is reduced to 10 days. The duration of the examination cannot exceed 45 days. The store pays for it.

If, based on the results of the examination, it is determined that the defect arose through the fault of the client, he will have to reimburse the seller’s costs for the research.

Step 4: Get your shoes or money back

If the examination establishes that the seller or manufacturer is to blame for the defect, based on the claim and conclusion, the store will return the money to the buyer.

If payment was made by card

Many people prefer to pay with bank cards. If the payment was made using plastic, the money will be returned to the card from which it was debited upon purchase.

Note! If you apply for a return on the day of purchase, a store employee can cancel the transaction, and this will greatly simplify the entire procedure.

Nuances

In order for winter shoes to be accepted under warranty, the product must be returned in proper condition. If shoes have been actively used, they need to be cleaned of dirt and dried. Defects caused by the buyer must be present to me. All this will be a reason to reject the claim. If a person does not agree with the seller’s answer, they can go to court. To do this, you will need to prepare an evidence base and draw up a statement of claim. The trial will significantly prolong the process of making the final decision.

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What to do if the seller refuses to return the money?

If the examination has established that the shoes are damaged not through the fault of the seller or manufacturer, and the buyer is to blame, the conclusion is disputed at the request of the client. It is enough to contact an independent expert institution, and if experts point out a manufacturing defect, you need to take a conclusion and contact the seller again.

The seller may not respond to the results of the independent examination, and then the client has the right to file a claim in court.

Procedure in court:

1. The buyer draws up an application and files it with the court at the location of the seller. If the amount of damage is less than 50,000 rubles, you should contact a magistrate.
2. The judge accepts documents for processing and schedules trials.
3. During the hearings, evidence is examined and the opinions of the parties are heard. An authorized representative participates in the proceedings on behalf of the store.
4. Based on the results, a court decision is made.

After the decision comes into force, you need to contact the seller with a copy of it. He will return the money or exchange the shoes for new ones in accordance with the obligations imposed on him by the court.

Important! If the plaintiff is not satisfied with the court's decision, he has the right to challenge it on appeal within 30 days from the date of its adoption in final form.

Where to contact if a store refuses

If, after confirming a manufacturing defect, the seller refuses to return the money, the consumer has the right to contact other competent authorities:

• Rospotrebnadzor;
• the prosecutor's office;
• court.

In the event of litigation, it is worth considering the costs of a lawyer, as well as the duration of the return procedure. Additionally, you can demand that the seller pay a fine for failure to satisfy requirements on a voluntary basis. Filing a claim with Rospotrebnadzor also requires time and accuracy in preparing a package of documents. If you can’t solve the problem yourself, you should contact a lawyer.

Arbitrage practice

In addition to the cost of shoes, clients can recover moral compensation and penalties through the court from sellers for losses caused through their fault. If the store does not respond to the complaint in a timely manner, it is charged a penalty in the amount of 1% of the cost of the goods for each day of delay.

Let's look at several solutions where people managed to recover compensation from stores:

• Decision No. 2-1621/2019 2-1621/2019~M-796/2019 M-796/2019 dated June 28, 2021 in case No. 2-1621/2019 (defendant – “Riker”);
• Decision No. 2-1323/2018 2-1323/2018~M-1374/2018 M-1374/2018 dated October 30, 2021 in case No. 2-1323/2018 (defendant – “Kari”);
• Decision No. 2-6947/2017 2-6947/2017~M-6725/2017 M-6725/2017 dated September 11, 2021 in case No. 2-6947/2017 (defendant – “Rendezvous”).