Return glasses to the optician. Returning glasses to an optician according to the law

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Published: 11/05/2018

Reading time: 5 min

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The procedure for returning glasses to the salon is regulated by the provisions of the Law “On Protection of Consumer Rights”. In particular, Art. 25 of the PPSA allows buyers to return previously purchased goods of good quality if they do not suit them in shape, color, etc. within 14 days.

What is the warranty period for vision glasses?
How can I return my glasses?
Return conditions and procedure

Article 18 of the PPSA stipulates the rights of buyers who have purchased low-quality goods.

Also, when processing the return of glasses, you need to take into account the Decree of the Government of the Russian Federation of 1998 No. 55, which approved the list of goods of good quality that cannot be exchanged or returned within 14 days.

Consumer Protection Law

According to Art. 4 of the Law on the Protection of Consumer Rights, citizens are guaranteed purchases of proper quality. Defective products are grounds for return under Art. 18 ZPPP. If there is no defect, but the goods do not turn out to be suitable in size or shape, then they are allowed to be handed over under Art. 25 ZPPP.

Guarantee according to the law of the Russian Federation

The ZPPP establishes the possibility of a guarantee for any items. The seller (manufacturer) has no direct obligation to issue a warranty period for glasses. This is solely the right of the counterparty.

IMPORTANT! The obligation to establish a warranty on optics, although not enshrined in consumer legislation, is present in other acts. GOST R 51193-98 indicates that corrective (medical) devices must have a warranty of 6 months.

Are glasses returnable?

Initially, an examination is usually carried out to assess the condition of the goods. If the results show that the sunglasses do indeed require repair through no fault of their owner, and the time frame for repair is uncertain, or the cost of the service is commensurate with the purchase price, then it will be legal to demand the return of the glasses. Another opportunity for the buyer to do this is if the period for conducting an independent examination exceeds 20 calendar days. A pair may be of adequate quality, but simply not suitable for a particular person - perhaps he has problems with vision or eyes, as a result of which it is uncomfortable to look at glasses.

Usually sellers say that you need to get used to the new lenses, and after a couple of days everything will return to normal. But this applies exclusively to optical lenses, and only when changing diopters to stronger ones or at the very first use. There will be no getting used to it with a pair of sunscreens - both in a week and next year they will still be unpleasant to the eyes.

So, if the glasses cause discomfort, you should immediately return them to the seller and choose others. The only caveat is that the return shipment of the goods to the seller will be carried out at the buyer’s expense. If glasses were purchased of proper quality, then all postage costs will not be refunded.

But in the opposite situation, when the product has defects caused by the manufacturer, seller or during postal delivery, in addition to its cost, the online store will also have to return the cash on delivery amount. When purchasing sunglasses, many do not pay due attention to examining them, checking their own sensations when wearing them, and other subjective circumstances. However, there are often situations, especially in the case of inexpensive goods, when glasses are made of low-quality materials and make them uncomfortable to use. Or simply that the model, upon closer examination at home, turned out to be completely different and no longer meets the buyer’s requirements.

Are sunglasses subject to return and how can you defend your case in this situation?

Glasses, if they are of proper quality, are legally allowed to be returned within a week from the date of purchase. To do this, you must present them to the optician in perfect presentation form - without traces of use or careless handling.
Glasses that do not meet quality standards can be replaced after two weeks. At the same time, the pair should also look as if it had just come straight from the display case, otherwise the store may blame the buyer for careless handling that led to the breakdown. Therefore, when purchasing, you need to look very carefully at the product you are purchasing.

Upon detailed review of the list of non-returnable goods, which was submitted for consideration and adopted in 2011, you can find out that medicines and technical equipment, as well as spectacle lenses, cannot be returned. That is, literally, you cannot return optical lenses that are intended for the treatment or prevention of eye diseases and, to summarize, are medical equipment. At the same time, the law does not say anything specifically about sunglasses, which do not carry any therapeutic or prophylactic load and are used exclusively to protect the eyes from sunlight.

Is it possible to return vision glasses to an optician?

Medical devices are regulated by law in a special way. The nuances depend on the quality of the purchased/ordered accessory.

Regular

Corrective glasses made for vision correction can be returned to the performer or to the pharmacy in accordance with Art. 18 ZPPP (i.e. if the item is of inadequate quality). Examples of shortcomings are incorrect characteristics of lenses (incorrect optical parameters - the eyes hurt when worn), the presence of a crooked frame. A person ordered a device for farsightedness, but they provided him with a product for myopia (there is a difference in diopters)? This is also considered a disadvantage. The rules of paragraph 18 of the Law apply - the client will be able to return the purchase.

Optical device without flaws? The rule on the exchange of first-class quality products comes into force. But paragraphs of Art. 25 ZPPP do not apply to corrective accessories . Decree of the Government of the Russian Federation No. 55 states: products for prevention and treatment are not subject to return . The Act directly classifies lenses (clause 1 of the Resolution) as goods of this kind.

Made to order

As a general rule, the fact of ordering corrective optics is subject to the regulations of consumer legislation. This means that the marriage can be returned under Section 18 of the Consumer Protection Act. But this standard will not apply for proper quality. Moreover, the basis will be different - due to the individuality of the thing.

Know! Such an agreement implies the production of unique products that have no analogues. The client loses the right to exchange high-quality custom goods.

Is it possible to return sunglasses back to the store - legal advice

Initially, an examination is usually carried out to assess the condition of the goods. If the results show that the sunglasses do indeed require repair through no fault of their owner, and the time frame for repair is uncertain, or the cost of the service is commensurate with the purchase price, then it will be legal to demand the return of the glasses. Another opportunity for the buyer to do this is if the period for conducting an independent examination exceeds 20 calendar days. In addition, any glasses always have a guarantee, even if the seller forgot to mention it and issue the corresponding coupon. The minimum such period is a month, and if an expensive, branded pair was purchased, most likely, the quality guarantee for it will be longer.

At this time, you can contact the store to obtain warranty repairs, which must be carried out at the expense of the seller. When purchasing sunglasses, many do not pay due attention to examining them, checking their own sensations when wearing them, and other subjective circumstances. However, there are often situations, especially in the case of inexpensive goods, when glasses are made of low-quality materials and make them uncomfortable to use. Or simply that the model, upon closer examination at home, turned out to be completely different and no longer meets the buyer’s requirements. Are sunglasses subject to return and how can you defend your case in this situation?

Unless, of course, the lenses are additionally equipped with diopters.

How to return low-quality glasses to an optical shop

It happens that a person bought glasses, came home and found that they did not meet the necessary properties, for example, the quality certificate stated that the lenses were inserted for one vision, but in fact they are different. Or if a person discovers that the fastenings are poorly secured, the glass begins to fall out or there is any damage.

In this case, the buyer must contact the seller to return the product or replace it within the period of 14 days established by law. If the glasses are of poor quality, then you will need a receipt for the purchase of the product, the product itself, the applicant’s passport, as well as an application for return or exchange.

It should be noted that, according to current legislation, a receipt for the purchase of goods may not be required if there are witnesses to the purchase.

If a person only discovers any physical damage to his glasses at home, he must provide the following documents:

An identification document, which can be a passport, driver’s license, military ID;
Application for the return of low-quality goods of the corresponding sample;
A certificate confirming that the product was not damaged by the buyer.

If there is no certificate, then the store itself must send the glasses for examination, which confirms a manufacturing defect, and not physical damage to the glasses by the buyer. If the buyer does not agree with the results of the examination, he has the right to carry out an independent examination at his own expense.

Is it possible to return and exchange corrective glasses if they have difficulty seeing?

An important point when buying custom glasses is good vision. It happens that a person returned home and, when starting to use the glasses, realized that the quality of the picture did not suit him. In this case, you need to figure out why this happened. Perhaps the ophthalmologist who wrote the prescription made a mistake, or the lenses did not match the characteristics of the eyes.

To identify the cause, you will first need to undergo an examination by an independent ophthalmologist to ensure that the prescription is correct. If it is confirmed that it meets the eye parameters, you must file a claim with the optical salon where the glasses were ordered. If it turns out that the problem is, after all, an incorrectly written prescription, then the claim is submitted to the medical institution where the ophthalmologist works. In both cases, the consumer has the right to insist on the repeated provision of the service free of charge, compensation for expenses for services provided by another optical shop or independent doctor, and also demand full reimbursement of the amount spent. Experts advise that when you receive custom-made glasses from an optician, you should immediately carefully check the quality of the product. This way you can detect a loose bolt or defects in the frame. If the clarity of vision with glasses seems unimportant, you should not listen to the seller’s assurances that “your eyes will have to get used to it.” If you feel uncomfortable from the first minute, then the situation will not change further. Demand an exchange of glasses, and if the employee refuses to do this, write a written complaint and insist on an examination, which is carried out within no more than 20 days.

High-quality but inappropriate glasses

As Article No. 25 of Law No. 2300-1 states, products of good quality, including sunglasses (this rule does not apply to contact lenses and glasses for vision correction), can be exchanged if the buyer decides that the product is not suitable for him for some reason. reason.

The reason could be any: the color scheme, shape, style did not suit, the buyer simply changed his mind - the seller has no right to refuse an exchange. Additionally, if the store does not have the required replacement, you must issue a return for your purchase.

When exchanging or returning, glasses must retain their original presentation, all tags and manufacturer seals.

How to return glasses that don't fit.

The return of glasses that do not fit follows approximately the same pattern as the return of low-quality glasses. The only difference is the timing for filing a refund application. They are slightly different and are only one week long.

Also, the buyer must provide some documents, which include:

Passport of a citizen of the Russian Federation or other document that confirms identity;
A statement of the appropriate sample, written in two copies;
Glasses that did not fit any parameters.

It should be noted that they should not have been in the use of the buyer. In addition, the integrity of the packaging must not be compromised. Otherwise, the seller has the right to refuse to accept goods that meet all the established qualities.

It should be noted that if the glasses were made to order, then the buyer has the right to return them, and the seller’s excuses about where he will put them are his problem. He had to prepare in advance a high-quality model that meets all established requirements. The buyer is not obliged to pay money for a low-quality item. He has the right to purchase glasses that meet established standards, especially those designed to correct vision. After all, his quality of life, which is determined by the ability to see the world around him, directly depends on this.

You should not be afraid of sellers, because selling low-quality goods is only their mistake. As they say, the consumer is always right, regardless of whether he bought a low-quality product or whether the glasses simply did not suit him for some reason.

What are the dangers of wearing low-quality optics?

Optics that do not meet eye specifications can cause significant harm to eye health. Wearing such glasses, especially poor quality ones, may worsen existing visual impairments. Cheap plastic, which is used to make lenses and frames, often becomes unusable: it gets scratched, the arms break off. Certified glasses are made only from high quality polymers that are resistant to damage.

Too dark plastic of low-quality sunglasses does not transmit light well, and the pupil is under constant tension. Such models do not have a UV filter, and prolonged exposure to bright sunlight in them can cause photokeratitis, an inflammatory disease of the cornea. People with light-colored irises are especially at risk. Sunglasses in general are often used as a fashion accessory, forgetting that their main function is to protect the eyes from UV radiation.

Consumer rights under the law when a defect is detected in glasses

The relations between the parties to any purchase and sale transaction are subject to Federal Law No. 2300-1 “On the Protection of Consumer Rights” dated 02/07/1992. Article 18 of this law states that glasses of inadequate quality can be returned to an optical store, regardless of whether they were purchased ready-made or made to order.

In this case, the consumer has the right to file a claim regarding the quality of the product (including custom-made products):

during the entire warranty period, if established by the manufacturer;
within a reasonable period (but no later than two years from the date of purchase or receipt of the order) - in the absence of an established guarantee (Civil Code of the Russian Federation, Article 477).

Important: in accordance with GOST R.51193-98 “Corrective glasses. Technical conditions", the period during which the manufacturer guarantees the reliability of the connection of the lenses with the frame is 6 months from the date of receipt of the glasses (provided that the consumer complies with the operating rules specified on the label or order package).

Conditions for returning goods to the store according to Russian law

According to Art. 25 Federal Law of the Russian Federation “On ZPP”, the return of goods of good quality, including glasses, is possible subject to the following conditions:

the product must be in new condition with no signs of use;
a request for a refund or exchange must be made no later than 14 days from the date of purchase;
packaging, as well as all tags and labels must be completely intact;
glasses must be designed for sun protection.

Additionally, it is worth noting that a refund for good quality glasses will only be possible if the store does not have a similar replacement frame in stock.

Is it possible to return glasses without flaws?

From the point of view of consumer protection, optical glasses are not an ordinary product. The product consists of a frame and optical lenses, and spectacle lenses are included in the list of non-food durable goods that are not subject to exchange or return (RF Government Decree No. 55 of January 19, 1998, clause 1).

Thus, according to the law, it is impossible to return manufactured optical glasses, but it is possible to refuse the frame if it does not suit the shape, size, color, etc.

If optical glasses cause discomfort or do not perform their functions, we can talk about a medical error (incorrect selection of optics), and in this case you can fully rely on the consumer protection law: glasses that do not have visible defects or shortcomings, in this case In this case, they are considered a product of inadequate quality and are subject to replacement/return in accordance with the provisions of Art. 18.

What to do if the sunscreens don’t fit: how to get your money back?

If sunglasses of proper quality do not meet certain parameters, the buyer must take the following actions:

The first step is to make sure that all return conditions provided for in Art. 25 Federal Law “On ZPP”.
Prepare an application addressed to the store manager containing the relevant requirement. This document must consistently reflect the following information:
Reason for return (for example, frame model, color, etc. is not suitable).
Requirements (it is worth remembering that initially a product of good quality can only be exchanged. However, if a suitable model is not available, then you can demand a refund).
It is recommended to provide links to specific provisions of the Federal Law of the Russian Federation “On ZPP”; such a document will look more convincing.
Pack the glasses, collect a receipt or any other documents confirming the fact of purchase of the goods (if there is no receipt, you can use the testimony of witnesses).
Come to the store and provide a complete package of documents, as well as hand over the goods to the seller.
If on the day of contact the seller has a similar product in stock, he will immediately have to replace the glasses. Otherwise, he is given 3 days to return the money to the buyer.

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:
8 (800) 350-14-90

Additionally, it is worth noting that if the store ignores the consumer’s demands in every possible way, the latter can complain to Rospotrebnadzor or protect its rights in court in accordance with Art. 17 Federal Law of the Russian Federation “On ZPP”.

Our specialists have prepared materials on the return of jewelry, weapons, strollers and diapers, building materials and plumbing fixtures, clothing, cosmetics, dishes and shoes.

What is the warranty period for vision glasses?

According to Art. 5 of the PLA, the warranty period for the product may or may not be established. Therefore, setting a warranty period for glasses is the right of the component manufacturer, as well as the optical salon, but not their responsibility.

For eyeglass frames, a warranty may be provided directly by the manufacturer or by the optician (if there is none). An optical salon can set its own guarantee, but it should not be less than the manufacturer’s guarantee.

Often, opticians provide a guarantee not for the glasses themselves, but for the work performed, i.e., for the lenses inserted into the frame. Usually these terms are quite short: for example, 1-2 months. At the same time, consumers mistakenly believe that such short-term warranty obligations apply to the frame. In fact, this is not so: the warranty period established by the optics does not cover defects in the frame .

According to paragraph 1 of Art. 34 of the Labor Code, the contractor who provided the material to perform the work of inadequate quality is responsible for it according to the same rules that apply to sellers who sold goods of inadequate quality.

If a warranty period has not been established for the frame, then claims for its inadequate quality are made within 2 years from the date of delivery to the consumer.

Thus, in relation to glasses, several types of guarantee can be distinguished: a guarantee for work performed by an optical salon, a guarantee for the frame (can be installed by the optician, the manufacturer, or not installed at all).

Returning sunglasses

As stated above, sunglasses that do not suit you, for example in color, can be returned within 14 days.

But such glasses can only be returned if no more than 14 days have passed, if the presentation of the corresponding glasses is preserved and if the seller does not have a similar product, but of a different color.

When you contact the seller to return sunglasses, subject to the above conditions, the seller must pick up the goods and return your money.

ATTENTION : money can be returned by the seller within 3 days.

At the same time, the seller, when he takes the goods from you, must give you documents confirming the return of the goods if the money is not immediately returned to you.

Return conditions and procedure

The procedure for returning low-quality vision glasses will be as follows.

Stage 1 . The buyer makes a claim to the store.

According to Article 18 of the PPSA, the buyer, if defects are detected in the glasses, has the right to demand replacement with a similar product, replacement with a product of a different model, warranty free repair, reduction of the purchase price or refund. To do this, he files a claim in which he sets out the essence of what happened and puts forward his demands.

The claim is accompanied by a copy of the passport and a document confirming the fact of purchase in this store.

It is worth considering that, according to paragraph 5 of Art. 18 of the PPA, the buyer’s lack of a cash or sales receipt or other document that would confirm the fact of purchase cannot become a basis for refusal to satisfy the buyer’s requirements.

The claim is submitted in person to the optician or sent there by registered mail.

In addition to optics, the consumer can make a claim to the importer or manufacturer of the frame (according to paragraph 4 of Article 18 of the PPLA).

The seller is obliged to satisfy the claim within 10 days, but this period may be revised due to the need to conduct an examination of the causes of the defects.

Stage 2 . An examination is being carried out.

This stage is optional and is necessary if there is a disagreement between the consumer and the seller regarding the cause of the defects.

If a warranty period has not been established for the glasses, then the examination is carried out by the buyer, since he must prove that the defect was not associated with improper use of the glasses.

In the future, he has the right to recover the costs of carrying it out from the seller.

If the consumer applies during the warranty period, then the responsibility for conducting the examination shifts to the seller. The seller is given no more than 20 days to additionally check the quality of the goods.

Stage 3 . Satisfying buyer requirements.

When the examination has proven the presence of defects and their occurrence is not the fault of the buyer, then this is the basis for satisfying his requirements. You are given 7 days to replace your glasses with high-quality optics. If a similar product is not available, it may take a maximum of 20 days for a replacement.

According to Art. 22 of the PPA, the request for a refund must be satisfied within 10 days.

In some cases, the glasses seller may legally refuse to refund your money . For example, if he proves that the defect arose due to the fault of the buyer due to the fact that he dropped his glasses or sat on them, due to violation of the rules for transporting glasses, due to the actions of third parties, etc. The buyer should take into account that the warranty applies only in cases where the defect appeared before the glasses were handed over to the buyer.

If a store refuses to satisfy the buyer’s demands without legal grounds, then he can go to court to protect his interests. In this case, the buyer may additionally recover compensation for damage, moral damages and a fine in the amount of 50% of the amount of claims not satisfied voluntarily.

Therefore, quality glasses cannot be returned within 14 days like other non-food items. If a defect was discovered in the glasses, the procedure for returning them will depend on whether a warranty period was established, who established it and whether it has expired, as well as what defect was discovered in the glasses and whose fault it arose. Glasses with defects may be returned, exchanged or repaired free of charge during the warranty period or within 2 years if it was not installed. To do this, the buyer should file a claim with the optician or the manufacturer.

Procedure

Before going to the optician where you ordered your glasses, make sure that the return conditions specified in the previous section are met.

After that:

Contact the optician and present your glasses, indicating the reason for the return and your requirement;
If the reason for returning the glasses is a manufacturing defect, the seller will offer to fill out an application for an examination.

You need to conduct an examination regardless of whether you simply want to return low-quality glasses or you want to make an exchange.

If the reason for the return is the buyer’s personal antipathy, then the return must be made on the same day. If glasses with suitable characteristics are not available, the seller and buyer can agree on a time until suitable glasses appear in the store.

If the seller refuses to comply with the requirements and return money for glasses or make an exchange/repair, etc., then you have the right to make a written claim and hand it to the store management (chief manager);

As a rule, at this stage the seller agrees to satisfy the buyer's request, as he is convinced of his determination.

If, after filing a complaint, the seller still continues to ignore the buyer, then the next step is to contact the consumer rights protection service or go to court;

How to file a claim for the return of glasses to an optical shop

First of all, it is necessary to formulate the requirements for the seller (manufacturer, importer) - what exactly do you want to achieve by sending a letter of claim. It is these requirements that will be the basis of the statement of claim if it is not possible to resolve the dispute peacefully.

As a rule, a claim for the return of glasses to an optician contains the following information:

name and contacts of the sender and recipient;
reasons for the appeal (for example, a cash receipt or warranty card);
description of the product and its shortcomings;
requirements for the seller;
references to relevant laws;
sender's signature.

In a claim for poor quality glasses, it is necessary to provide a calculation of the monetary claim and its documentary evidence.

Sample

Ochkarik LLC

242600, Bryansk, Sovetskaya st., 45

from

Petrova Natalia Mikhailovna

242600, Bryansk, Lomonosova st., 47

Claim

On November 27, 2021, I bought vision glasses for 1,500 rubles at the Ochkarik LLC store. However, upon closer inspection at home, I discovered a defect on the frame in the form of unevenly applied black paint. When contacted verbally, the cashier-salesperson of the specified store refused to replace my frames.

Based on Article 19 of the Law “On the Protection of Consumer Rights,” I request that the low-quality frames of the glasses I purchased be replaced with high-quality frames within 10 calendar days from the date of receipt of this complaint. Attached is a copy of the purchase receipt.

Signature

date

Procedure

To cancel, please use the following instructions:

File a claim . If the store does not have a form to fill out, on our website or write in free form. In the upper right corner, indicate the company name, last name and first name of the director. This data can be found in the buyer's corner or on the tax office website. Below write your passport details and mobile phone number where the administration can inform you about the decision. In the “body” of the application, indicate the date of purchase, article number, reason for contacting, requirements. Be sure to make a copy of the claim or fill out a second copy.
Prepare copies of documents. If you purchased a model with diopters, make a copy of the prescription. You do not need a doctor's prescription to purchase UV protection glasses or for swimming, so please include a bank statement indicating the debit or a copy of your cash receipt or sales receipt. Additionally, you will need a photocopy of two pages of your passport - with a photo and the last registration address.
Submit the completed package of documents to the administrator. Ask a store employee to date, sign and blue stamp your copy. Attach it to the original receipts and keep it until you receive a response.
Wait 10 days. After receiving a complaint, the store director must review the application and make a decision. If the company doubts the presence of a manufacturing defect or suspects the buyer of deliberate damage, the period will be extended to 20 days to conduct an examination.

After considering the complaint, the administration will inform about the decision:

If the expert proves the presence of a hidden defect or the model does not belong to the category of medical devices, all that remains is to receive the money.
If the seller refuses to pay the money spent, get a response in writing.

Download a sample application for returning sunglasses to a store

Download a sample claim for the return of glasses to an optician

What to do if a claim for the return of low-quality glasses remains unanswered

The Law “On the Protection of Consumer Rights” does not contain specific deadlines for responding to a claim, so in this matter one should focus on Article 452 of the Civil Code and Article 12 of the Federal Law “On the procedure for considering citizens’ appeals” dated May 2, 2006. Consequently, the deadline for responding to a claim is 30 calendar days.

If there is no response to the claim within 30 days or the seller refuses to satisfy it, you should file a claim in court. The claim must be accompanied by a receipt for payment of the state fee and written evidence of compliance with the pre-trial procedure for resolving the dispute.

What to do if they don’t want to replace the glasses or return the money

If the seller does not want to resolve the problem amicably, the consumer must contact him with a written complaint.

The claim must be made in two copies, one of which is given to the seller. You should put an incoming mark on your copy. The claim can also be sent by mail with the notification service.

If the seller ignores the complaint, the consumer can contact supervisory authorities, for example, Rospotrebnadzor or the prosecutor’s office, but the money can only be returned through the court . A lawsuit can also indicate moral damages from the actions of the seller.

How is the product in question returned if its quality does not correspond to what was declared?

To present their claims, the buyer must first collect a package of documents, which includes:

product instructions;
warranty service card;
a receipt indicating payment for the purchase;
certificate of payment for conducting an expert examination;
a copy of the claim letter certified by the seller’s signature;
Federal legislation;
Law “On Protection of Consumer Rights”;
statement of claim.

After identifying defects or defects in a product purchased from a trade organization, a person has the legal right to return the substandard product back to the store.

Before making this request, it is advisable to study some of the provisions of the law on your rights as a consumer. It is especially important to know which items are prohibited from being returned. For example, these include: perfumes and cosmetics, as well as goods for personal use in the form of toothbrushes, mouthpieces and others.

You should check the correct operation of the item so as not to be the culprit in violating its integrity. The Law “On the Protection of Consumer Rights” makes it possible to return a quality product that does not fit the style or size within two weeks, starting from the date the purchase was transferred to the client. The day of purchase itself is not included in this number.

If a breakdown occurs without an established warranty, you can return the item within two years. If the merchant refuses to fulfill the legal requirements of the buyer, the latter has the right to draw up a letter of claim.

At the top of the form, on the right, the name of the shopping center, its address, as well as the full name, place of residence and contact information of the applicant are written. The contents of the complaint indicate the full name of the purchased product, the time of purchase and discovery of defects. Their description should be concise and precise.

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The buyer must then express the essence of his grievances and demands. This is usually a request for a replacement of the product or a refund of the entire purchase price.

The following are attached to the claim statement:

instructions for use of the product;
warranty repair certificate;
cash receipt for payment of the purchase.

The letter is drawn up in two copies. The consumer keeps one statement, certified by the seller’s signature and seal.

The claim must be satisfied within 10 days. If necessary, the seller, not agreeing with the client’s arguments, has the right to send the goods for examination. Its duration is limited to 45 days.

If the client does not agree with the conclusions of the examination, he can send the goods for additional inspection and pay for its implementation. After the final decision in favor of the consumer, the seller is obliged to compensate all expenses of the applicant. Otherwise, the buyer must compensate for the losses incurred by the store.

In a situation where the seller does not comply with the applicant’s demands, the buyer may file a claim in court.

Refund deadlines

Once the retailer picks up the glasses for inspection, the refund must be processed within ten days. For each subsequent day of delay, the seller will have to pay a penalty in the amount of one percent of the cost of the glasses.

Sources

https://PoPravu.club/tovar/vozvrat-i-obmen/ochki.html
https://www.cherlock.ru/articles/vozvrat-ochkov-v-optiky-po-zakony
https://zakonguru.com/zpp/tovary/vozvrat-ochkov.html
https://prava-potrebitela.ru/uslugi/besplatnaya-konsultaciya/zakon-o-zashchite-prav-potrebitelej-pri-izgotovlenii-ochkov/
https://zakonguru.com/zpp/tovary/garantia-na-ocki.html
https://vozvrat-tehniki.ru/kak-vernut-ochki-v-optiku-sdelannye-na-zakaz.html
https://www.freshdoc.ru/iski/dokumenty/pretenzii/ochki/
https://iurist.info/zpp/mozhno-li-vernut-ochki-v-optiku.html

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