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Currently, according to the Consumer Rights Protection Law (CPLA), the buyer can return a washing machine of good or bad quality back to the seller and receive money.

Returning a defective washing machine

• During the warranty period
• Within 2 years after the warranty period
• After the warranty period after 2 years from the date of purchase

Returning a quality washing machine:

• Within 14 days
• After 14 days

How to return a washing machine to the store

Every day a person purchases any goods without being at all interested in his rights as a buyer. It’s not scary when you buy an inexpensive, low-quality product that you don’t mind throwing away. The problem usually arises when purchasing expensive products, such as a washing machine.

Such items are rarely purchased, so the consumer may not know all the nuances and legal delays of returning goods if they purchased a low-quality or defective product.

A washing machine is one of the industrial products of increased complexity. Therefore, actions to return it fall not only under the relevant articles of the Law “On the Protection of Consumer Rights”, but also Regulation No. 55, which sets out a list of goods of good quality that cannot be returned to the sales outlet. The washing machine is included in this list.

Let's consider the options in which the buyer may want to return the purchased product back:

1. I didn’t like the model, it didn’t fit in the bathroom, I didn’t like the color and similar statements;
2. When unpacking the product, significant defects were discovered and there was an obvious defect;
3. During operation, shortcomings in operation were discovered: it does not spin, does not drain or collect water, does not wash well, etc.;
4. Broken down during use.

Under the first point, in most cases, the buyer’s claims in the store will not be considered. In other cases, you should contact the retail outlet to request the return of the equipment.

If the buyer has no complaints about the quality of the product, and the washing machine has not been unpacked or used, the seller can meet and exchange the equipment or return the money for it. But this is more an exception to the rule than a natural solution to the problem.

The only exception is equipment purchased through an online store, since the buyer could not see the samples. In this case, claims are considered within a week from the date of purchase.

If defects are detected, the buyer must contact the retail outlet with a corresponding statement. This can be done both within 14 days from the date of purchase and during the warranty period.

How to write a complaint

Your first step to solving the problem is to write to a representative of the organization that sold you the unsuccessful washing machine.

The claim must be drawn up in two copies and brought to any official (administrator or seller) in the store for signature: the buyer keeps the second copy with a note indicating acceptance of the claim.

There is no strict and specific form for filing a claim. The text must indicate:

1. recipient and sender (individuals, not organizations);
2. your contact address to which a response to the complaint will be sent;
3. the maximum amount of data about the purchased product: name, model, article number, receipt details, price, serial number, date of purchase, availability of a warranty card (attach a copy of it to the claim);
4. the essence of your dissatisfaction with the washing machine in any form (describe the problem in detail);
5. requirements for the seller (money refund, exchange of goods, repairs, reduction in cost);
6. your signature with transcript, date of filing the claim.

Please review sample claims for returning goods within 15 days of purchase, as well as goods of inadequate quality during the warranty period.

Attention

You can draft the text of the document yourself or entrust it to a lawyer. The claim presupposes a pre-trial settlement of the problem and at the same time warns of a possible recourse to court if the seller fails to fulfill its obligations, that is, it has legal force.

Sample documents

By clicking on the link, you can download the necessary sample documents:

Returning a washing machine of poor quality

Typically, equipment malfunctions are discovered during its operation. The exception is dents and scratches on the case discovered after delivery. In this case, it is advisable to unpack and install the unit in the presence of store representatives in order to immediately point out any shortcomings.

If defects are detected during direct use of equipment, it is worth clearly distinguishing between two periods:

• 14 days from the date of purchase;
• Warranty period.

Situations often arise when the seller does not agree with the buyer's statement. If the client is confident that he is right and the equipment has significant shortcomings, he should contact the store with a complaint. At the same time, it should be sent to several other important structures: the prosecutor’s office, Rospotrebnadzor and other similar authorities. You should also notify the management of the retail outlet about this.

If the buyer’s statement is justified, in order to avoid further development of the conflict and unnecessary costs, the store prefers to part with the dissatisfied customer peacefully. The merchant must respond to a correctly drawn up complaint within 10 days from the date of its filing. Therefore, you should definitely register it.

If there is no response or it does not correspond to the claims presented, the applicant can safely go to court.

Returning a washing machine of good quality

The buyer will not be able to return an unsuitable washing machine, based on his right to return an item he does not like within 14 days from the date of purchase. This paragraph of the Law “On Consumer Rights” does not apply to complex equipment that has a warranty period for service. This type of equipment includes a washing machine.

Therefore, if the buyer has the following complaints:

• The color didn't match;
• They didn’t notice that there was no ironing function;
• I want a different model, not this one;
• It looks ugly in the kitchen and other similar statements; he will not be able to return the equipment to the store. Maybe the seller will make concessions, but this is unlikely. Therefore, look for flaws or obvious shortcomings in the machine and then you can present something to the store.

The seller does not make contact

But not all sellers make contact with the consumer. There are companies that do not allow you to hand over your washing machine under warranty and issue a return. The management begins to play around, play for time, or even deny the legal right to return low-quality equipment. If there is no possibility of a peaceful settlement, you will have to send a complaint to the supervisory authorities:

• head office of the selling company;
• local branch of Rospotrebnadzor;
• territorial branch of the Society for the Protection of Consumer Rights;
• prosecutor's office or court at the place of registration.

Contact information and addresses of the listed organizations can be found on the official websites. Detailed instructions, sample applications and deadlines for consideration of applications are also posted here. As a rule, they respond to a submitted complaint within 30 days.

But you should be careful when writing a complaint. This must be a claim filled out by hand or typed on a computer, in Russian and in free form. The main thing is to indicate the following information in the text of the application:

• Name of the outlet and full name of its director.
• Consumer personal data.
• Information about the purchased washing machine (date of manufacture, brand, serial number).
• Brief statement of claim.
• Links to laws, regulations, and the Civil Code violated by the store.
• The cost of the machine.
• Date of execution of the purchase and sale agreement.
• Date of request for return or exchange.
• List of documents attached to the complaint.
• Signature and its decoding.

If the car was purchased on credit, then we ask you to reimburse the money already paid on the loan.

It is necessary to fill out two copies, then “certify” them in the store, send one to the selected authority, and keep the second. The consumer has the right to demand that the seller replace the defective model of the washing machine or reimburse the money spent on its purchase. The main thing is to insist on your own and comply with all formalities.

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Return within 14 days by law

During the initial inspection, the purchased equipment may not have caused any complaints. But if serious defects are discovered that prevent further use of the product, the buyer has the right to contact the store with the following requirements:

1. Refund of spent funds within 10 days from the date of application;
2. Replacement of a defective product with a similar one, in the absence of a corresponding model, with an equivalent one with the possibility of compensating for the difference in cost;
3. Repair of equipment under warranty or recovery from the store of funds spent on repairing equipment on one’s own initiative;
4. Request a reduction in the value of the product in proportion to the existing flaws.

The buyer must formalize his wishes with a corresponding statement, which is provided to the store. The return of equipment is registered by an act drawn up in the presence of representatives of the retail outlet and certified by their signatures.

Copies of documents confirming the fact of purchase are attached to the application. The absence of a receipt is not grounds for refusal to accept an application.

We return low-quality equipment

It is difficult to organize a return if you don’t like the machine, and if obvious chips, dents or extraneous sounds are detected, the process will go much faster. However, there are deadlines here too, and if you miss them, you may lose favorable conditions. Thus, defects found within 2 weeks are the basis for the exercise of a number of rights.

1. Demand a full refund of the funds paid within 10 days.
2. Insist on exchanging a defective washing machine for a model with similar characteristics with recalculation or additional payment. The law gives the store no more than a month to do this.
3. Initiate equipment repairs both immediately at the expense of the retail outlet, and from your own pocket, with subsequent compensation from the store. No more than 45 days are allowed to satisfy the request.
4. Ask for a discount that will be commensurate with the detected defect.

All requests and demands must be documented. A free-form complaint is written to the head of the point with a request to return money or defective equipment to a new one. Additionally, a copy of the passport (or other identification document) and a receipt confirming the fact of purchase and sale are attached. However, the absence of the latter should not be a reason for refusal, since, according to the law mentioned earlier, the buyer is not required to present a receipt.

If the store doubts that the washing machine was purchased from them, then the dispute is resolved in court. Or the management of the point asks the client to provide other payment documents, which, in addition to the check, invoice and receipt, can be a warranty card or factory packaging.

The list of documents provided when purchasing a washing machine on credit is supplemented by a copy of agreements for opening a credit account and registering a pledge. You will also need a certificate from the creditor bank about the loan amount and the amount of outstanding debt. It is also important to present receipts if payments were made to repay the loan taken over the past period.

After the expiration of the measured 15 days, the buyer can only hope for repairs under warranty. Returns after two weeks are allowed extremely rarely and only for the following reasons:

• the detected defect is very serious;
• warranty repairs took more than 45 days;
• Repairs are required very often, and the total service life of the machine per year does not exceed 30 days, since deficiencies in its operation constantly have to be eliminated.

However, the legislation protects not only the consumer, but also the seller. Thus, the store has the right to check the quality of the controversial equipment with a special examination. The cost and delivery are paid by the testing initiator, and the buyer can be present at the testing.

Under the control of the consumer, an acceptance certificate is drawn up, which must include the following:

• name of the machine, its brand, serial number, year of manufacture;
• general characteristics of the model listing all existing defects;
• detailed description of the damage (nature, size).

You can attach photographs of the washing machine from all angles to the certificate of acceptance for examination to prevent substitution of results.

The check will accurately determine whether the defect is a manufacturing defect or appeared due to the user’s negligence. If experts establish the consumer’s guilt, he will have to compensate for the cost of the examination and pay the seller the costs of transporting the equipment to its destination.

Return under warranty

After the 15th day of purchase, the goods can be presented to the seller on the basis of warranty obligations.

Do not forget about the special “status” of the washing machine. Therefore, convincing the store to accept it back or replace it is very difficult.

In any case, it’s worth a try, but only if serious defects are discovered that prevent it from being used for its intended purpose.

The possibility of returning or exchanging a product arises under the following circumstances:

1. The product has obvious shortcomings that prevent it from being used for its intended purpose;
2. A technical defect can be corrected, but at the expense of significant financial investments and time;
3. After returning from warranty repairs, breakdowns are repeated or new defects are discovered during the warranty period;
4. Untimely return of equipment from warranty repairs or repairs were not carried out at all within the established period of 45 days;
5. Regularly subject your washing machine to warranty service.

The seller may be reluctant to agree to a refund or exchange of goods. Therefore, your wish must be supported by a correctly drafted claim. It is worth insisting on an examination, which is carried out at the expense of the seller.

If the seller refuses to carry it out, the buyer can carry it out at his own expense, keeping all the necessary receipts. If the fault of the outlet is proven, the merchant will have to reimburse these expenses.

When sending goods for examination, it is necessary to notify the seller and draw up a report. Ideally, it will be signed by the applicant and representatives of the store. The document describes:

• General characteristics of the product: color, volume, dimensions;
• Specifications and serial number;
• Flaws, defects and technical malfunctions.

A seller who is concerned about his reputation will agree to exchange the goods or return the money. In most cases, the buyer will be offered free warranty service. The personal file of the injured client agrees or not. But on the other hand, why do you need an expensive thing that constantly breaks at home?

Therefore, if the seller does not want to resolve the conflict peacefully, a claim should be submitted to the store. After such a document, store managers become more accommodating.

Is it possible to return equipment to the store after two weeks?

You have the right to return or replace a product that is classified as technically complex only if it has significant defects.

An examination is carried out to determine the extent of the malfunction. Both the examination itself and the delivery of the washing machine to it are carried out at the expense of the seller.

How to file a claim for compensation for moral damages?

Read here which products cannot be returned or exchanged.

To find out how to get your money back for a service not provided, please follow the link:

At the time of submitting the goods for examination, a report is drawn up in your presence containing the following information:

• serial number, model of the washing machine;
• description of the external condition of the machine, presence of mechanical damage;
• description of the defect itself.

Remember! You can record imperfections by taking photographs.

After the examination with a positive result, free repairs are carried out under warranty.

After 2 weeks from the date of purchase, you will be able to exchange or receive money for the washing machine only in the following cases:

• if it is not possible to eliminate its defect;
• if eliminating a defect requires repairs, the cost of which exceeds the cost of the machine itself, or long-term repairs;
• more than 45 days have passed since your request, and warranty repairs have not been carried out;
• the total repair period exceeds 30 days in the warranty year.

Returning a washing machine to M. Video

M. Video is a large and widespread chain of electronics and household appliances stores on the Russian market. The buyer's interaction with this seller is governed by the Consumer Protection Law, as well as other government regulations.

When returning a washing machine, clauses of Regulation No. 55 relating to complex household appliances are added to the Law.

M. Video tries to be friendly to its customers, so its policy is not to conflict with the client, finding the best possible option for him.

The period for returning goods purchased online to M. Video has been extended to 30 calendar days, provided there was no home delivery.

If a product is found to be defective, a return or exchange request can initially be made by telephone.

Claim to return equipment to the store

In order to return this item, send a claim to the seller.

Remember! It should contain the following information:

• the name of both the sender and the recipient;
• information about the purchase: date, place, price of the goods, information from the receipt;
• what is the fact of violation of your consumer rights (which is expressed, for example, in the breakdown of a washing machine);
• your requirements.

Important! The claim must be made in duplicate. One of the copies is marked by a store employee confirming acceptance of the claim. Keep this copy for yourself.

If the store does not satisfy your demands voluntarily, then after filing a corresponding claim, go to court, after consulting with a competent lawyer.

It should be noted that in the vast majority of cases the court supports the consumer’s side, so the chances of the claim being satisfied are high.

ATTENTION! Look at the completed sample complaint to the store for the return of the washing machine: