The Leroy Merlin chain of stores is very popular throughout Russia. There are such stores in most major cities of the country, and you can buy almost anything there.
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It's fast and free! Leroy Merlin stores offer customers a wide range of goods for the home and construction, ranging from shower cabins, building materials and tools, to high-quality household appliances and household chemicals.
How to check a product in a store to avoid buying a defective product? Tips here.
The chain of stores offers customers very affordable prices on a wide range of products, which makes it very popular. The demand for Leroy Merlin products is the reason for the high turnover in the stores of this chain.
Despite serious product quality control, sometimes situations arise when the buyer needs to return a certain product that was purchased in one of the chain stores. Most often, the need to return a purchase arises in situations where the buyer stumbles upon a defect.
Next, we will take a closer look at how goods are returned in Leroy Merlin stores, and we will also analyze situations when a return may be necessary.
Rules, procedure and deadline for returning goods to Leroy Merlin
The Leroy Merlin hypermarket has set a fairly long period for returning building materials - 100 days from the date of purchase. According to the store’s rules, you can hand over products of proper quality if the following conditions are met:
- the presentation and consumer properties are preserved;
- The product is not included in the list of goods not subject to return or exchange. This list was approved by Government Decree dated January 19, 1998. No. 55;
- the client has documents confirming the purchase in this particular hypermarket.
Upon completion of the repair, the consumer can return the remaining goods if they meet the conditions listed above and 100 days have not passed from the date of purchase.
After accepting the building materials back, the hypermarket must return the money in the same way as payment was made. Those. if the buyer paid in cash, the bills will be given to him at the cash register, if with a bank card, the funds will be transferred to the same account.
Cash will be transferred to the client on the day of application. The time it takes for money to be credited to your account depends on the bank that issued the card.
Conditions for returning low-quality products
If defects are found on the product after purchase, it can be returned to the seller. To do this, bring the products to the hypermarket and write an application for return or exchange of goods.
The seller accepts the purchase and appoints an examination, which should determine who is to blame for the defects that appear.
If the cause of the defect is a manufacturing defect, the hypermarket is obliged to exchange the product for a similar one, or refund the full cost to the buyer.
If the product is damaged due to the fault of the consumer, he will not be compensated for anything.
You can return low-quality materials during the warranty period. If the product is classified as technically complex, the delivery period is 15 days.
If the check is lost
The store's rules state that the client must return construction and finishing materials along with the receipt.
If it is lost, provide evidence that the building materials were purchased from Leroy Merlin. For this:
- contact the information desk of the hypermarket where the products were purchased;
- indicate the date and amount of purchase, as well as the list of materials in the receipt;
- a retail specialist will find the purchase in the database and issue a copy of the receipt.
If items were paid for by credit card, please provide a bank statement instead of a cash receipt.
What can and cannot be returned?
You can return almost any of the products in the assortment back to the store, provided that its characteristics meet the following requirements:
- The presentation has remained unchanged since the date of purchase.
- Packaging and accessories are intact. In this case, the fact that the product was removed from the packaging is accepted.
- The quality of the product has not deteriorated since the date of purchase.
Construction materials have special specifics and in some cases it is not possible to preserve the packaging after opening (for example, building materials wrapped in film and secured with a tie). To return them, it is not necessary to keep the packaging intact.
The following types of goods are not accepted for return based on government decree No. 55 of January 19, 1998:
- tinted paints;
- products sold by weight or by cut;
- products with expired shelf life;
- measured goods.
The nuances of returning some purchases
During the renovation process, it is difficult to calculate the exact amount of some construction and finishing materials. In this regard, they remain unused among buyers. Let's consider whether some product categories can be returned to Leroy Merlin.
Wallpaper
The store will accept back unpacked rolls of wallpaper if they remain after renovation or are no longer liked.
Dye
Tinted paint cannot be returned to Leroy Merlin. Other types of paints can be returned to the store if they are unopened, not expired and less than 3 months have passed from the date of purchase.
Carpet
A carpet purchased as a whole product can be returned if it does not suit the color or size.
Tile
Tiles can only be returned in packaged form. If after repair there are a couple of pieces left, the hypermarket will not accept it back.
Light bulbs
Bulbs can be returned during the entire warranty period.
Batteries
The buyer has the right to return the batteries if they are of poor quality or have signs of use. Working batteries can be returned if they do not meet the product specifications. However, they should not be used.
How to return low-quality goods (defective)
The Civil Code of the Russian Federation (Article 503) allows consumers to return defective or low-quality goods to Leroy Merlin stores.
Conditions:
- Receive compensation if the product was repaired independently.
- Take it to the store's repair department.
- Refund in full.
- Exchange the purchase for a similar one, but without defects.
- Exchange the product for another brand or model. If additional payment is required, it must be made. Sometimes part of the funds is returned back to the buyer if the replacement cost less than the first purchase.
The buyer is given the right, at the expense of the hypermarket, to request an expert assessment of the product if there are suspicions of defects or malfunctions even before purchase. The goods are returned if there is a defect, even if there is no original packaging.
What documents are required to process a return?
To arrange the delivery of construction and finishing materials to Leroy Merlin, documents will be required;
- buyer's passport;
- cash receipt;
- service card (if available);
- bank card – if payment was made by cashless payment.
Hand over all these documents to a Leroy Merlin employee to draw up a report on the return of building materials.
Sample application
When handing over construction and finishing materials to Leroy Merlin, fill out a return application. Take the form from a store employee or fill it out in free form.
If you fill out a return application yourself, be sure to indicate in it:
- name and address of the trading enterprise;
- client’s personal data;
- information about the purchase made, including cost;
- reason for return;
- request for an exchange or refund.
At the end, add the date and your own signature. Make a copy of the application and ask the store employee to mark the acceptance of one copy.
Attention! Keep a copy with the mark until you receive the money. It will serve as evidence for the court if the funds are not returned.
Sample application for return
The application can be drawn up in any form, either by hand or printed out. The document describes in detail, but without unnecessary “lyrical digressions,” the essence of the problem. Date, address, circumstances of purchase, reasons for refusal (nature of the malfunction). Certain demands are put forward - to replace the defective item or return the money paid for it. The document is drawn up in two copies, which are certified by signatures of the seller and the client. One remains with the buyer, and the second is transferred to the representative of the trade organization,
How to return building materials when ordering through the website
When purchasing products online, you can return your online order within 7 days of receipt. If the seller has not provided written information about the return conditions, the period is extended to 3 months.
The conditions for handing over building materials are the same as for purchase in a regular hypermarket - preservation of presentation and consumer properties, receipt, absence of traces of use.
To return materials purchased through the online store:
- deliver the products to Leroy Merlin yourself or order courier delivery;
- When delivering by courier, please include a copy of your passport and receipt in the parcel;
- After the store receives the product, the money will be transferred to the bank card from which the payment was made.
Get advice on the delivery of building materials purchased from an online store by phone 84959610160.
How many days does it take for money to be returned?
After the buyer contacts the store regarding the return of some products, the store has the right to review the application and return the money within a certain period. It is important to note that the money is returned in the same way as the payment was made.
That is, if there was a cash payment, then the refund will be in cash , and if non-cash, then only to the card with which the buyer paid. And here there are several important nuances for each type of payment.
Cash
If the buyer has provided all the documents mentioned above, then the refund will be made in the same way as payment was made. By law, the entire amount is returned within 10 days . But, as practice shows, the money is returned immediately after checking the goods. They can only be detained if there are any questions about the product or its configuration. In this case, the application will be considered for up to 10 days, after which the buyer will be given a response.
On the map
In this case, the person who paid with it receives the money on the card. You cannot change the return method, only the way the payment was made, and exactly to the card you paid with. The return process is the same as with cash. The application is reviewed within 10 days, if the product is of proper quality, the money is returned to the buyer’s card. This usually happens right away.
There may be delays from the bank. In this case, store representatives recommend leaving a receipt for the refund until you receive it.
The terms and conditions for returning goods, as well as refunding money for them, are described here. But sometimes there are some nuances that are important to take into account. To do this, it is better to contact representatives at the Leroy Merlin shopping center to resolve all additional issues.
What to do if the manager refuses to accept the goods
If a Leroy Merlin employee refuses to accept the return of building materials, he must justify his decision in writing. After receiving an official refusal, file a complaint with Rospotrebnadzor.
The agency will verify the legality of the refusal to accept products. If it is determined that the decision was made unlawfully, go to court.
For legal proceedings, obtain the support of a lawyer. He will help draw up a statement of claim and protect the client’s interests in meetings.
Deadlines
The product is conventionally divided into two categories: low-quality and high-quality, but the buyer is not satisfied. Based on the quality characteristics, you can find out the legally limited period for making claims:
- The product is of poor quality (Article 18 of the Law of the Russian Federation dated 02/07/1992 N 2300-1). Claims are accepted within the established warranty periods, if unspecified - within a reasonable time, but no later than two years from the date of transfer to the buyer. The date of transfer is unknown - calculation begins from the date of release of the goods (Article 19 of the Law of the Russian Federation of 02/07/1992 N 2300-1).
- The product is of high quality, but is not satisfied with some properties (Clause 2 of Article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1). Claims will be accepted within 14 days (not including the day of purchase). An exchange is assumed here (discussed in paragraph 8), but in the absence of an equivalent product for exchange, a return is also possible.
The Leroy Merlin administration notifies customers on its website that the period for accepting claims for goods has been increased to 100 days from the date of purchase.
Due to quarantine measures, the return period for goods purchased between January 1 and July 1, 2021 has been extended to 1 year from the date of purchase.
More details about return periods are written in a separate article.
Summary
If you need to return materials to Leroy Merlin, please remember:
- the period for delivery of products of proper quality is 100 days;
- the item being handed over must retain its presentation and consumer properties;
- If you lose your cash receipt, contact the hypermarket to get a copy;
- You can make a change during store opening hours;
- goods purchased online are returned under the same conditions as products purchased in the store;
- If an employee refuses to accept construction materials, file a complaint with Rospotrebnadzor and the court.
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Is it possible to make a return?
Yes, the law provides for the possibility of returning goods, but there are conditions and restrictions. The Law of the Russian Federation of 02/07/1992 N 2300-1 (as amended on 07/18/2019) “On the Protection of Consumer Rights” will help you find the answer.
There are three possible scenarios when trying to return:
- return of purchase;
- exchanging a purchase for something of equal value;
- refusal of exchange and return.
The management of Leroy Merlin is loyal to its customers , because the chain’s trading rules are based on well-established Western standards. Moreover, there is an opportunity to buy back packaged building materials purchased here, but not in demand, remaining after the completion of the renovation (original and undamaged packaging of tiles, porcelain tiles, laminate).
Exchange
A product that is not suitable for the consumer due to certain properties that do not affect the quality can be exchanged within 14 days, not counting the day of its purchase (clause 2, clause 1, article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1). To confirm the purchase, a payment document is provided, but if it is not there, then it is possible to use witness statements and other evidence.
The returned product must not show signs of use and retain all its properties, as it must be returned to the shelf for further resale.
Goods specified in Decree of the Government of the Russian Federation dated January 19, 1998 N 55 are not subject to exchange.
In the event of returning an item for exchange, but in the absence of an equivalent item, the buyer retains the right to choose. He has the right to choose: to wait for the receipt of an equivalent replacement or to demand the return of funds within 3 days from the date of return (Clause 2 of Article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1).
Leroy Merlin most often offers the opportunity to choose: return or exchange of goods, and the client himself determines his priorities. But due to constant inflation and rising prices, it is still more profitable to exchange a low-quality product for a new one, since you will no longer be able to purchase an equivalent product with the returned funds (for example, if you return a screwdriver purchased six months ago and is out of order, you can purchase the same one only with an additional payment, so the exchange is more relevant).
What issues can experts help with?
Telephone line operators will be able to provide complete information related to the operation of the retail network:
- Addresses and opening hours of stores and offices, how to get to the nearest retail outlet;
- Availability of specific products;
- Product delivery times;
- How to pay for goods by card online;
- Is it possible to order delivery of goods to another region;
- Information about current promotions, discounts, upcoming drawings;
- Accept a complaint or gratitude against a network employee, suggestions for improving work;
- Current store vacancies for those looking for work.
What to do in case of refusal?
If you still refuse to return, then you need to start restoring justice by writing a complaint addressed to the store administrator. It must describe in detail the significant details of the purchase, indicate the reason for the return, and indicate regulations confirming the correctness of the buyer’s actions and demands. Be sure to keep a copy of the claim with a note of receipt by the seller.
If a response is not received within a reasonable time and the conflict is not resolved, it is recommended to contact Rospotrebnadzor . If the conflict continues to be unresolved, then a more costly option remains - going to court.
Defective products
The return of any defective purchase is provided for by the Law of the Russian Federation. In this regard, the trading network does not provide customers with advantages not expressly provided for in the law. Acting on the basis of general provisions, the store always returns money to consumers for defective goods.
Usually there are no problems with establishing the date and place of purchase, but if the buyer has lost the purchase documents, you can apply without a receipt, although sometimes witness confirmation is required. In most cases, if the purchase was made in the store where the consumer filed a complaint, no problems arise. Returns department specialists can determine the date of sale by the markings or codes on the product or packaging.
Leroy Merlin does not put any obstacles in accepting returns of defective goods, so customers do not have to worry about return issues. At the same time, the retail chain can use its right to conduct an independent examination if a return department specialist has doubts about the cause of the defect. Also, when a client wants to return a technically complex product due to its breakdown, the store reasonably offers to carry out repair work.
The network’s loyalty also extends to products from the list of technically complex ones. Regular customers note that store specialists do not always insist on mandatory repairs if there have already been returns for this group of products. Without delaying the decision-making period, clients are offered an exchange at the time of their request.
If a similar product is not available in Leroy, the consumer is provided with information about the exact delivery time for the next batch. With mutual agreement of the parties, the issue is always resolved positively for the client.
Question answer
Leroy Merlin Market is an electronic trading platform on which the products of our partners are presented for online sale throughout Russia.
Leroy Merlin Market opens a ready-made online sales channel for you.
You get access to 14 million visitors to the Leroy Merlin website - your potential customers.
You don't need to worry about logistics, Leroy Merlin Market will deliver your goods independently. Based on an agency agreement, Leroy Merlin Market provides sales of your goods, updating of stock of goods, high-quality content on the website, customer support, delivery, training of your employees to work with the electronic trading platform and technical support.
A commission is charged for using the electronic trading platform. You determine the prices of goods yourself.
1. Submit an application by filling out a special electronic form and uploading registration documents to the website, as well as a price list.
2. Provide certificates of quality of goods (after consideration of the application).
3. Set up data exchange with the inventory accounting system of Leroy Merlin Market. — Certificate of registration with the tax authority; — Protocol (order) on the appointment of the general director; — Power of attorney to sign an agreement, if the agreement is not signed by a person acting on the basis of the Charter; — Balance sheet (for the current and last 2 reporting years or 1 year if the company has existed for less than 2 years)
Consumer rights Protection
The Leroy Merlin chain of stores is very popular throughout Russia. There are such stores in most large cities of the country, and you can buy almost anything there. Leroy Merlin stores offer customers a wide range of goods for the home and construction, ranging from shower cabins, building materials and tools, to high-quality household appliances and household chemicals. How to check a product in a store to avoid buying a defective product?
TipsThe chain of stores offers customers very affordable prices on a wide range of products, which makes it very popular. The demand for Leroy Merlin products is the reason for the high turnover in the stores of this chain. Despite serious quality control of products, sometimes situations arise when the buyer needs to return a certain product that was purchased in one of the stores of the chain. Most often, the need to return a purchase arises in situations where the buyer stumbles upon a defect. Next, we will look in more detail at what happens in the stores of the Leroy Merlin chain, and also analyze situations when the need for a return may arise. The Leroy Merlin chain of stores is distinguished by its affordable price policy, high quality products, as well as honest attitude towards customers.
In this store, you can easily deal with situations where the properties of the product do not satisfy the buyer’s needs. It is not possible to return purchased goods in every store.
