According to the Consumer Protection Law, most goods of poor quality can be returned to the store. The best period is within 14 days, not counting the day of purchase.
For most food products, medicines, household goods, etc. the warranty period has been established. This is especially true for technical devices. In this article we will look at how a guarantee for electrical goods occurs under the law.
How to return an incorrect product to the store? In what time frame can this be done? Can electrical goods of good quality be returned? Where to file a claim or complaint? What procedure should be followed for a positive decision in favor of the buyer? We will answer these and other questions below.
Warranty for electrical goods by law
The obligation of the store or manufacturer to ensure the quality of the product. For this purpose, the law establishes a warranty period.
By the way, it does not apply to all product categories.
If the warranty period is not established, then the consumer is obliged to prove that the device has become unusable due to a manufacturing defect. Moreover, in this case the equipment can be handed over within 2 years.
The warranty period begins from the date of purchase by the end consumer. If it cannot be precisely determined, then it begins from the moment of production by the manufacturer. If you purchase a product in an online store, the warranty period begins from the moment of delivery, unless otherwise specified in the contract. Please note that the time for correcting deficiencies varies from 30 to 45 days.
ATTENTION! The manufacturer cannot by law extend the warranty period. But there is a small nuance. The buyer can obtain an additional warranty from the store. By the way, all the rules and conditions in this case are set by the store. Additional warranty fees apply.
Article 20 of the law on “Protection of Consumer Rights” states that the warranty period is extended if the item is submitted for repair. Moreover, certain spare parts may have their own deadline. Let us turn to Article 21 of the law on “Protection of Consumer Rights”. She informs that if the product is replaced with a new or similar one, the warranty period will be calculated again. Likewise in case of additional payment for another product.
Components can be replaced regardless of the main product if they have their own warranty.
Return of goods after repair under warranty
After all problems with the product have been corrected, the seller is obliged to notify the buyer of the completion of the work and the opportunity to pick up the product for repair.
When handing over the goods, take your time and carefully examine its external condition. In addition, ask the seller to show the product in action.
Important! Repairers are required to issue the buyer a certificate or present a so-called report on the work performed.
Basic information recorded in the report:
- when the consumer contacted the seller with a faulty product;
- date of receipt of goods for repair;
- within what time frame the repairs were completed;
- a list of defects in the product, as well as parts and spare parts that were used during the repair;
- whether the defect was eliminated, confirmation of this fact;
- date of return of the goods to the owner.
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How is the warranty period calculated?
As a rule, these are specific periods calculated in days, months or years. But the law does not establish certain limits for some types of goods. For example, household goods - pots, pans, etc. It is understood that the warranty period is determined by the buyer or manufacturer independently.
Some types of electrical appliances are calculated in other units. For example, for a car engine this is the mileage, for a camera it is the number of shutter clicks. For external hard drives, these are operating hours. Some models maintain a lifespan of up to 1 million hours.
But the most common warranty period is a year or two. Pay attention to the components. Sometimes the body is covered by one warranty and the parts are covered by another. In rare cases they are measured in different units.
ATTENTION! If the warranty period is not established, then you can return it within 2 years. This will require evidence from the user with the involvement of independent experts.
Also, some parts are classified as consumables, such as attachments, and they will have a short shelf life.
How does the electronic guarantee work?
To qualify for the service, you just need to buy a gadget and start using it. The technology is tied to IMEI (the unique code of a smartphone or tablet) and is turned on the moment the device is activated. The warranty is valid for a year.
Timofey Melikhov
When activated, the device transmits all information via OTA technology. All this data is stored on our own servers, so there can be no leakage. The company is included in the register of personal data operators of Roskomnadzor.
The technology was launched in April 2021, and is now supported by several budget segment smartphones and Hornet series tablets costing from 4,690 to 6,990 rubles.
Timofey Melikhov
An electronic guarantee is introduced for all BQ devices entering the Russian market from April 2021. If some models are not included in the list of products with an electronic guarantee, it means they appeared when the technology had not yet been developed.
Electronics return policy
According to current legislation, not all electrical goods of proper quality can be returned to the store. Retail outlets are based on the List of Government Resolution No. 55. Let's list the main positions:
- Video and audio player.
- Gas stove.
- Washing machine and dishwasher.
- Landline phone.
- Camera.
- Wood processing machine.
- Electronic computer technology.
Accordingly, if any defect or defect is not found, the store will reject the return or exchange. There are rare situations when this is possible, but the buyer must be in good standing with the store and be a regular customer. Moreover, the total amount of goods is impressive. In general, stores leave exchanges at their own discretion.
Poor quality
The situation is different with defective goods . Of course, the store will offer to check and repair it, but if this is not possible, then under the terms of the warranty it is obliged to make an exchange or refund. Let us note the basic rules that should be followed:
- During unpacking and operation, it turned out that the electronics did not work or did not meet the stated technical specifications. Moreover, it may take more than 14 days. The equipment will be sent to a service center for inspection. Large companies usually have their own.
- If the repair or replacement of components under warranty lasts more than 45 days, the buyer can count on a refund or replacement of the product.
- When deficiencies are identified, the buyer is forced to frequently seek service or repair of store-bought electrical goods. Moreover, in total he used it for no more than a month.
- During the inspection or examination, it was revealed that the repair or replacement of components exceeds the price of the product or is not at all advisable.
In most cases, a warranty card, the product itself, and a receipt are sufficient to send for repairs. What can a buyer expect?
Firstly , exchange the product for one similar in technical characteristics, model, manufacturer, or another of your choice, but with an additional fee.
Secondly , a full refund. A fairly common situation, but the store is trying in every possible way to carry out an examination and repair so as not to lose money. In some cases this is advisable, but the buyer has the right to refuse.
Thirdly , a full refund is provided.
Deadlines for warranty repairs of electronics
Troubleshooting can be done within:
- 45 days. In this case, a special agreement must be concluded between the consumer and the service center;
- Immediately after transferring the goods for repair, but only if this is technically possible. Regardless, the repair period under warranty should not last more than 45 days.
As mentioned earlier, the repair period begins from the moment the product is handed over to specialists until the moment it is repaired.
Important! The period of time during which the quality of the product is checked, its examination is carried out, or a court hearing on this issue takes place, the total period of warranty repairs is not suspended.
Sometimes repairers fail to fulfill their repair obligations within the prescribed time frame. But no reason, even the lack of necessary spare parts or components, can be an excuse for delaying troubleshooting.
Thus, no one and nothing can force you to sign an additional agreement with the service center to extend the warranty repair period. Likewise, you do not have to wait forever for the product to be returned.
If the warranty repair period is violated, the following ways to resolve the problem situation are possible:
- If you have such a desire, then you can sign an additional agreement to extend the warranty repair period;
- Refuse repairs and demand the following:
- replace the product with a new and high-quality product similar to your product;
- replace the product with another model (recalculation of the cost of the product will be required);
- demand a refund of money spent on purchasing low-quality goods;
- demand a reduction in the cost of the product due to a decrease in its quality.
If you have sent in a technically complex product for repair and it is not returned to you within the prescribed period, do not despair. You have a great opportunity to demand a refund, replace the product, etc.
When you first contact the seller with a low-quality product, you cannot demand its replacement or refund.
Important! If you decide to make other demands due to a delay in repairs, you must claim the goods from the contractor.
If you fail to fulfill this condition, you will not be able to demand that the contractor return the money or replace the product, since it will still be repaired for you, but in violation of all established deadlines. And you will no longer be able to put forward other demands.
There is another opportunity to influence the performer - payment of a penalty.
Nobody wants extra expenses. This also applies to sellers, dealers or manufacturers.
Payment of penalties for delays involves certain costs. So one day of delay is equal to 1% of the cost of the goods, which the contractor is obliged to pay to you if you make such a demand.
For example, your video player, which costs 15 thousand rubles, is broken. During the repair, you demanded that you be given a similar product for temporary use.
But the contractor delayed the issuance of the replacement goods by 4 days (instead of the 3 days required by law, the goods were issued after 7 days). Thus, the penalty will be 600 rubles (4% of 15,000 rubles).
It is important to know that no one will pay a fine just like that; you should take care of paying it yourself by making a written request to the address of the seller or service center that is repairing your product.
If you do not do this, you will be deemed to have waived your right.
Return procedure
Suppose the buyer discovered that the device does not work or a visible defect has been identified.
What are the rules for returning electrical products? Let's figure it out in order. The citizen prepares documents: warranty card, cash or sales receipt, purchase and sale agreement (if available). To be on the safe side, put the electronics in the packaging and go to the store.
Of course, the sooner this is done, the better. Contact the store and explain the situation to any of the employees. If this is possible, then the seller of the device is on site. For example, an iron or a microwave oven. Let us repeat that if an electrical appliance is of proper quality from List No. 55, it will not be possible to return it . If the product works in the store, then you should look for the problem at home. Otherwise, the employee will accept the application in duplicate. One remains with the buyer.
The electrical appliance is packaged and handed over to the employee. He sends it to a service center for examination. Depending on the complexity of the device and workload, the check takes from 10 to 30 days, but no more than 45 days. Otherwise, you can definitely return the full amount of the purchase.
After the examination, a store employee will contact the client by phone and inform him of the solution. If this is a warranty case and it can be repaired, the electrical appliance will be returned to the buyer. A citizen can challenge the results by submitting the product to another service for testing. Of course, he pays for the work himself. An alternative option is to contact Rospotrebnadzor.
IMPORTANT! If the repair deadlines are violated, the buyer has the right to receive monetary compensation. The client writes an application, personally takes it to the store or sends it to the address of the outlet. For each day of delay, 1% of the total amount of the electrical appliance is charged.
What is the warranty period for equipment?
The duration of the warranty is not constant; the warranty period may vary depending on the type of product and its service life. The seller and manufacturer have every right to independently determine and establish a warranty for any product. At the same time, this is the seller’s right, and not his responsibility.
The term and conditions of the warranty must be specified in the warranty certificate or coupon, technical document or instructions for the product. If the warranty period is not indicated anywhere, but is only provided orally by the seller, then it is considered invalid.
The warranty begins to run from the moment the product is transferred from the seller to the buyer. If the date of purchase of the goods cannot be determined, then the warranty is valid from the date of manufacture of the goods.
How to write a complaint
Let's assume that once again after servicing the electrical appliance does not work. In this case, a pre-trial claim in the name of the store will help.
It does not have any clear form. It must be in writing. By hand or on a computer. You can send it by registered mail or hand it over personally to the administrator of the trading floor with a mandatory note indicating its acceptance.
What information does a properly filed claim contain?
- Full name of the store, its actual address. It is better to send a complaint to the director. His official position and full name can be checked with employees or found in the Consumer Corner.
- Full name, contact details of the applicant (phone, email).
- Indicate the essence of the appeal . For example, list all the defects found, referring to the conclusion of the store’s service center or other specialists. Avoid obscene and expressive language. Adhere to a formal business style.
- Indicate the date of purchase, full name of the seller/cashier. Make demands, referring to the Law “On the Protection of Consumer Rights”, namely an exchange for a similar model of an electrical appliance or a full refund.
- Enter the date of application and signature with transcript.
The response to the complaint must be received no later than 10 days from the date of filing . Large chain stores often satisfy her. Moreover, the buyer has the right to choose whether he needs a new product or money.
If the store ignores the complaint, then it is advisable to contact either Rospotrebnadzor or government authorities.
