Not every purchase brings joy, but some are completely disappointing. But money has already been given for it, and something needs to be done. Fortunately, the consumer is protected by laws under which he can return the product to Eldorado for an exchange or refund.
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It's fast and free! You can return any item, including high-quality items, that do not match the color, size or function. There are rules for this, which we will discuss in the article.
General conditions and rules for returning to Eldorado
The general rules for refusing purchased items in chain stores fully comply with the standards established by Federal Law No. 2300-1 on the protection of consumer rights.
According to this legal act, it is permissible to return a purchase in the following cases:
- The product has a manufacturing defect that negatively affects its technical characteristics.
- Violation of a public offer. The price indicated in the price tag on the display case does not match the one printed on the receipt at the cash register.
- The contents of the purchased item do not correspond to those stated in the registration certificate.
- The purchase has expired its warranty or expiration date.
- The item is of adequate quality, but did not suit the buyer according to some individual parameters.
In such situations, the consumer has the right to return the item back to the store, or exchange it for another product item. The differences lie in the nuances of the procedure and the timing of treatment.
How to return a quality product
The reason for returning a purchase is not always a manufacturing defect discovered in it. According to the provisions of Federal Law No. 2300-1, goods can be delivered to Eldorado even if they have no defects. For this purpose, the law sets a period of 14 days from the date of purchase. The reason for refusal here may be subjective reasons.
For example, the product does not fit:
- Size or dimensions.
- Style, shape, design features.
- Color scheme.
Any of the listed grounds may be indicated in the return application, and the seller does not have the right to refuse the client’s requests. However, when returning a quality purchase, the client must comply with a number of mandatory conditions.
The returned item must:
- Maintain its presentation and original technical characteristics. That is, be in good condition and have no traces of mechanical damage received during operation.
- Be fully equipped, according to the attached technical passport.
- All factory tags and labels are present.
- Warranty seals and seals are not broken, there are no signs of opening the case.
- The user did not independently install new software on the computer equipment or update existing software.
- Factory packaging retained.
Also, when returning goods to Eldorado, the client must provide proof of purchase to the store in this particular chain. These are cash or sales receipts, invoices, invoices and statements. The law also allows the presentation of other evidence - witness testimony, photographs and video materials.
Return of low-quality products
When a purchased equipment is found to have a manufacturing defect, the buyer can submit a written claim to the seller. In addition to the reason for the return, it also indicates a specific requirement.
It could be:
- Complete refusal of the purchase with the return of the money paid for it.
- Exchange for another product item. If there is a difference in price, the store will refund the overpayment, or an additional payment will be made by the client.
- Correction of technical deficiencies in the service center at the expense of the sales organization.
- Recalculation of the initial price taking into account the nature of the defect and its complexity.
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When the seller has doubts about the cause of the defect, he can send the item for examination. If the conclusion confirms the fact of a manufacturing defect, the store is obliged to satisfy the client’s request. When the cause of the problem is the actions of the consumer, then the exchange/return of equipment to Eldorado will be refused. In addition, the negligent client will have to pay all the costs of conducting the examination.
Return of technically complex goods
According to the return rules, it is acceptable to return both defective and high-quality goods back to the store. However, this rule has its exceptions. You will not be able to refuse a non-defective purchase even before the 14-day period has expired if it is included in the list of non-returnable items. Their complete list is given in government decree No. 55 of 1998. You can refuse such products after purchase only if they are found to have a manufacturing defect.
The list of non-returnable goods includes:
- Food.
- Medicines.
- Personal hygiene items.
- Jewelry.
- Household chemicals.
- Kids' things.
- Linen knitwear.
- Bed sheets.
- Goods sold by linear metres.
- Paint and varnish products.
- Technically complex products.
Of the listed product categories, the retail network presents mainly complex equipment. In Eldorado stores, it is impossible to return such products if they are of proper quality.
The group of complex equipment includes:
- All equipment equipped with internal combustion engines or electric motors.
- TVs of all types.
- Navigation instruments with display.
- Printers and copying machines.
- Computers, laptops, game consoles.
- CD and flash cards.
- Devices equipped with optics - cameras and video cameras.
- Smartphones and tablets.
- Automatic hot water boilers.
- Elements of smart home systems.
- Satellite antennas and TV amplifiers.
- Household appliances equipped with built-in electronics - refrigerators, washing machines, multicookers, coffee machines, etc.
You can return the listed products only if they have a manufacturing defect or when the duration of service repairs under warranty exceeded 30 days.
If the item is purchased at a discount
Selling at a discount is one of the marketing techniques to increase store turnover. The reason for placing a discount on a product can also be its low demand among consumers or the presence of some kind of defect. Stores are reluctant to accept returns on such purchases, but by law the customer has the right to refuse such items. An exception is that in Eldorado, an exchange of goods purchased at a discount is not possible if the consumer was notified in advance of the presence of a defect. In the future, this malfunction cannot become a reason for refusing to purchase.
Carrying out commodity examination
Each major hypermarket of the retail chain has its own expert service. She is engaged in establishing the causes of the detected technical malfunction. If the client refuses to purchase under the pretext of inadequate quality of the product, the seller may send the item for examination. If it is determined that the defect appeared due to improper use of the equipment, violation of storage conditions and care for it, then an exchange or return of the purchase will be refused. Moreover, the cost of the examination is deducted from the client.
The buyer has the right to be present at the technical inspection procedure and monitor the correctness of its conduct. If he does not agree with the conclusions of the examination, he can appeal them in court. To do this, an independent examination of the goods is carried out and its results are presented to the attention of the judge along with the claim.
How can I get it back?
Despite the fact that each situation is considered individually by store employees, the same return processing rules will apply to all cases.
Collection of equipment and documents
According to the Law “On Protection of Consumer Rights”, the buyer is obliged to present the goods in full, along with:
- box or other packaging;
- inner wrappers for transportation;
- accessories (for example, headphones, headsets, chargers, etc.).
You need to prepare the following package of documents with you:
- Passport or other identity document.
- Completed application for return of goods.
- Warranty card without marks.
- Technical passport of the product or other documentation, if issued upon purchase.
Where to go?
- Initially, you need to call the hotline 8-800-250-25-25 in order to apply for a refund. Also, during a telephone conversation, you can order delivery of goods to an Eldorado store for an expert assessment. You can view the tariffs on the website: https://www.eldorado.ru/help/delivery/index.php.
- Then you need to visit the branch of the store where you made the purchase, present the complete product and a package of documents.
A store employee will give you an application for a return or exchange, which you will need to fill out. An external inspection of the device will be carried out on site in order to determine the advisability of sending it for further examination. If it is still required, the decision will be made by the technical center, which will determine the malfunction as a manufacturing defect or a violation of operating rules.
You can even request a return in a store in another city. No additional documents are required for this.
Consideration of the requirement
Based on Art. 22 of the Law “On Protection of Consumer Rights” your application must be responded to within 10 days from the date of presentation of the requirements. During this period, internal management must decide what will be more cost-effective: complete repairs and elimination of defects, or replacement of the product with another similar one. Company representatives must notify the consumer in writing of their decision.
List of documents for returning goods
Before returning the goods to Eldorado, the buyer should prepare the necessary set of documentation.
Without it, the return will be refused. The list of required papers includes:
- Written statement.
- Applicant's passport.
- A document confirming the fact of purchase - a receipt, invoice, invoice.
- Warranty card.
- Accompanying product documents – registration certificate, instructions for use.
The application is drawn up in free form, either by hand or printed on a printer. It indicates the buyer’s personal data, the circumstances of the purchase (date, store address), reasons for refusing the product, and requirements for the seller.
Where to take it
It is possible to return goods purchased on the Eldorado network in any store. The buyer presents a receipt, from which it clearly follows that it was purchased in the store, and the client himself does not want to exchange the equipment of another seller.
Other actions related to the return are allowed. It is noted that a telephone application can speed up the procedure. Contacts are provided on the Eldorado website. You can arrange an additional service from the operator - delivery. If the item being returned is heavy (more than 5 kg) and large in size. Large equipment is delivered back to the store free of charge, items that weigh less are at the buyer’s expense.
When returning, the buyer will have to present a special certificate for additional services issued at the time of purchase. It contains the date and address of sale of the goods, warranty information.
The buyer must remember that within the standard two weeks he has the right to exchange or return the equipment, but subject to maintaining its marketable condition. Traces of use, damage, lack of documents are grounds for refusing to accept the purchase back.
Refund deadlines
When returning the goods back to the store, the trade organization is obliged to return the money paid for it to the consumer. Return times depend on the payment method.
- When paying in cash, you can receive the amount of money on the day you apply.
- When paying with a bank card, the procedure will take up to three days from the date of receipt of the application from the client.
When an examination is scheduled, the money is not returned until it is completed and a technical conclusion is received. By law, this should not take more than 1.5 months.
What to do if you refuse to return an item
If, based on the results of consideration of the appeal, the return of the goods to Eldorado was refused, the client can appeal this decision to the supervisory authorities. To do this, a complaint is filed with the territorial bodies of Rospotrebnadzor or with the courts. To make a decision in favor of the applicant, it is important to present a convincing evidence base confirming the rightness of the consumer. In this case, the supervisory authorities will not only force the seller to accept the purchase back, but will also impose penalties on him for violating Federal Law No. 2300-1.
Carrying out commodity examination
If store employees have doubts about the cause of the breakdown, then, in accordance with Article 18, paragraph 5 of the PZPP, the seller company, at its own expense, can conduct an examination of the quality of the product. The consumer may be present during the inspection and, if he disagrees with its results, challenge the conclusion in court.
If the expert comes to the conclusion that the defects arose through the fault of the buyer, then the consumer is obliged to reimburse the seller for the costs of conducting the inspection, as well as the associated costs of storing and transporting the goods.
Attention: If a warranty period is not established for the product, then the seller is responsible for the defects of the product if the consumer proves that the product was purchased with defects that no one warned him about.
If the product is covered by a warranty, the seller is responsible for the defects of the product unless he proves that they arose due to the consumer’s violation of the rules for using, storing or transporting the product.
Question answer
Let us finally consider several pressing issues regarding the return of certain types of equipment to Eldorado.
Returning the phone
Telephony equipment equipped with electronic filling is a complex technology. They can be returned only if a manufacturing defect is discovered that impairs the technical characteristics of the product or narrows the range of its functionality. The exception is wired devices that do not have an electronic processor installed in them. Otherwise, returning the phone to Eldorado is not possible even before the expiration of the 14-day period from the date of purchase.
How to return a TV
All TV equipment belongs to complex technical devices, which is prescribed in government decree No. 55. Therefore, the rules for returning televisions in the retail chain fully comply with the rules established for this product category. That is, you can only return a faulty TV receiver before the end of the warranty period.
How to return headphones
Headphones may, depending on their technical characteristics, either be included in the group of non-returnable goods or not. Complex equipment includes stereo headphones or products with a built-in radio, Wi-Fi or Bluetooth module. They can only be returned if there is a manufacturing defect. Regular wired headphones are returned under general conditions, that is, within two weeks if they are in good condition.
