Are books subject to return: how can you exchange goods or return a purchase back to liters or another store under the Law of the Russian Federation “On the Protection of Consumer Rights”?

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Published: September 24, 2018

Reading time: 6 min

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According to the List of non-food products of adequate quality, approved by Government Decree of January 19, 1998, there are goods that cannot be returned or exchanged to the store. Paragraph 14 of the List states that non-periodical publications of proper quality, such as books and brochures, cannot be returned.

Returning a defective book
Algorithm for returning a book Procedure
Return period

It is worth noting that according to the current legislation of the Russian Federation, the buyer still has the opportunity to return or exchange the book edition to the store.

The following legal grounds may serve as a reason for returning or exchanging a book publication to a store:

The purchased edition has a manufacturing defect . This includes a shortage of sheets, duplicate pages, incorrectly numbered sheets, poor-quality ink, faded text, blots, poor binding, stuck together sheets, etc.;
the appearance of defects during transportation to the point of sale , in which case the book will have mechanical damage, such as a wrinkled or torn cover, torn sheets, scratched binding;
title and text do not match in meaning;
the text of the publication contains a short version of the statement , which was not indicated on the cover of the publication.

Educational publications, like books, can only be returned for the reasons stated above. But very often textbooks are purchased in bulk with the conclusion of a contract. And if it specifies the possibility of exchanging or handing over a quality publication, then such an action is legal and possible.

In the case when the buyer realized that he was simply not interested in this topic and decided to return the publication back, then in this case the seller has every right to refuse him this.

Is it possible to return it back?

First you need to figure out whether books that are not suitable for the buyer can be returned and exchanged. Since a book is a product acquired as a result of a purchase and sale agreement, the main legislative act in matters of return and exchange of such goods is the Law of the Russian Federation of 02/07/1992 No. 2300-1 “On the Protection of Consumer Rights” (hereinafter referred to as the Law on Protection of Consumer Rights).

But this law will apply to the return and exchange of books only in cases of inadequate quality of the purchased goods.

Books and publications reproduced on technical media of proper quality are not subject to return or exchange (clause 14 of the “List of non-food products of good quality that cannot be returned or exchanged for a similar product of a different size, shape, size, style, color or configuration”, approved Decree of the Government of the Russian Federation dated January 19, 1998 No. 55). Read about which products are not subject to exchange or return, and which are.

In cases where, after making a purchase, the consumer decides to return a book because of the color of the cover, large/small size, etc., Article 25 of the PZPP does not apply. This is due to the fact that while the product is in the consumer’s hands, there is a possibility of copying or becoming fully familiar with the contents of the book.

Thus, you can count on the return of a book only if the purchased product is not of adequate quality, that is, with reference to Article 18 of the Law of the Land Code. Based on paragraph 1 of this article, if defects are discovered in the purchased book, the buyer may demand:

replacement with the same book;
replacement with the same book, but of a different edition, with a corresponding recalculation of the price (the buyer will either receive a refund if the new book is cheaper, or he will have to pay extra if he agrees to purchase a new book at a higher price);
reduction of the price for detected defects, while the goods remain with the buyer;
elimination of defects or reimbursement of expenses for their correction if the buyer turned to another person for this (for example, in the case of repairing the cover);
refusal to fulfill a completed purchase and sale agreement and return of funds, that is, the buyer is returned the money, and he transfers the goods to the seller.

As a rule, the last point is resorted to in cases where replacing a low-quality product is not possible.

Printed publications

What is meant by the shortcomings of a product and its inadequate quality? In books, this is a typographical defect or a defect that arose during transportation. In a printed publication this could be:

discrepancy between the authorship and title stated on the cover and the contents of the book (one work is indicated, inside there is the text of another);
blank pages not provided for by the content of the work (that is, the text was omitted not as intended by the author, but due to a production failure);
unclear, hard to read font;
low quality illustrations;
damage to the cover (dirt, torn spine, crumpled corners), spoiling the appearance of the book or preventing reading;
errors that distort reliable facts (for example, in a textbook).

Paragraph 3 of paragraph 5 of Article 18 of the PZPP provides for the possibility of conducting an examination if the seller has doubts about the cause of the book’s deficiencies.

In this case, the examination is carried out at the expense of the seller. If the buyer does not agree with the results of the examination, he can challenge it in court. If it is proven that the defects arose due to the fault of the consumer, then the court will impose payment for the examination on him.

Electronic versions

As a rule, e-books in the form of files are purchased remotely via the Internet. In this case, a dispute regarding the return or exchange of goods occurs according to the rules of Article 26.1 of the PZPP. When purchasing online, the consumer does not have the opportunity to review the book directly.

Some stores provide the opportunity to view a sample , for example, a table of contents or the first pages of a book, but the entire contents of the file remain inaccessible. Therefore, problems such as:

incompatibility of the file with the electronic device on which the consumer is trying to open the book;
fragmentary or incomplete file;
file with another work, etc.

Electronic printed publications are also subject to Article 18, discussed above, and the defective criteria applicable to printed publications.

Audiobooks

The rules above also apply to returns and exchanges of audiobooks.

If an audiobook was purchased online or by other remote means, you should refer to the rules of law specified in Article 26.1 of the PPA.

If the audiobook was purchased by the consumer directly in the store, then there is no need to use this article, as is the case with the purchase of a regular printed publication in the store.

For such a product, the rejection criteria will be:

extraneous noise that interferes with listening;
Record corruption preventing the file from being opened;
absence of part of the work;
another work instead of the one declared;
reading the work by a person other than the one indicated on the cover;
inability to download a file and so on.

What should I do if the seller does not accept the book back?

In some bookstores you can see an announcement in the checkout area or at the entrance stating that book products cannot be exchanged or returned.

A situation may arise when the seller refuses legal claims, citing this advertisement and the fact that the buyer was notified about this in advance, even if there is an examination result that confirms the presence of a manufacturing defect.

In this case, write a complaint to the seller store and contact the consumer protection society, where the complaint will be considered and a fair decision will be made.

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How to return printed publications: conditions and terms

Terms and conditions for returning printed publications vary depending on the method in which they were purchased.

Current legislation allows the buyer to apply without having a purchase receipt in hand. His absence can be replaced by witness testimony, video recordings or screenshots from his personal account (clause 5 of Article 18 of the Law of the Russian Federation).

To a retail store

To return a printed publication to a retail store, you must adhere to the following conditions:

have with you an identification document and proof of purchase of the goods;
write a complaint to the store indicating the identified defects (what documents are needed for a return?);
apply before the expiration of the two-year period, in accordance with paragraph 2 of paragraph 1 of Article 19 of the PZPP.

In case of replacement of the goods, the consumer's requirements must be satisfied within 7 days (clause 1 of Article 21 of the PZPP). Other demands, including for the return of funds, – within 10 days (Article 22).

When purchasing online

Paragraph 5 of paragraph 4 of Article 26.1 of the PZPP stipulates that the buyer’s refusal of goods purchased remotely entails the seller returning the full cost of the goods.

The refund period is no more than 10 days from the day the consumer made such a request. Paragraph 4 of this article also allows the buyer the right to refuse the purchased goods at any time before the transfer of the goods.

At the time of delivery of the book, the consumer receives written information about the book itself, the procedure and deadline for its return. If such information was not provided, then the buyer may refuse the goods before the expiration of a three-month period from the moment the goods were transferred to him (clauses 3 and 4 of Article 26.1).

The consumer can contact the store by writing a complaint by email or using a special option on the store’s website.

To specific stores

Read the city

Returns and exchanges in the “Chitai-Gorod” chain store are carried out within the framework of the current legislation of the Russian Federation, indicated above. Detailed rules are set out on this page. The buyer can apply for a return:

to any retail store directly during store business hours;
by Russian Post;
through a special feedback form on the store’s website.

The return policy on the store's website warns that the consumer cannot return a book whose packaging is damaged, as this is a violation of the presentation.

liters

The rules for canceling a purchase and returning the cost of goods are indicated on this page of the liters store. The buyer may cancel the order within 14 days from the date of payment , but he must not:

read a book online;
download file.

The store accepts complaints by email. The buyer must send a letter with a statement indicating the reason for the return, login on the site and details. Refunds are made no longer than 7 banking days.

Legislative regulations

The return of quality non-food products is regulated by Art. 25 of the “Law on the Protection of Consumer Rights”.

However, books, textbooks and other printed publications are included in the “List of Goods of Good Quality”, the exchange of which is not obligatory for the seller.

Therefore, difficulties arise with their return, and sellers, referring to this list, refuse to issue a return even if there are obvious signs of defect .

In turn, Art. 18 of the “Law on the Protection of Consumer Rights” obliges the product to be replaced or money returned if significant defects are identified. Printed publications (books, textbooks) have features in determining the quality of a product that should be understood.

Buyer's actions if there is a defect

Consumer actions should fit into the following scheme:

Contacting the store where the purchase was made, presenting proof of purchase of the book and one of the requirements specified in paragraph 1 of Article 18 of the PZPP. The seller satisfies the requirements. Otherwise, you should proceed further.
Drawing up a claim addressed to the store administration, indicating the defect and a requirement to resolve the dispute. The claim can either be submitted in person, after waiting for the document to be registered and the document confirming the acceptance of the claim, its attachments and the book is issued, or sent by mail along with the book. If the seller has not initiated the examination, the store will make a decision on the dispute within 10 days from the date of receipt of the claim.

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:

8 (800) 350-14-90

How to return a defective product?

In order to return a defective book, you need to make sure yourself and prove to the seller that the identified defects relate to a manufacturing defect .

Defective editions will include books that have:

obviously unreadable font;
smeared paint;
missing, stuck together pages and other defects that could not have been obtained during operation.

Moreover, if the buyer was warned about the presence of relevant shortcomings, for example, bought the publication on sale due to a defect, then it will not be possible to exchange or return it.

Printed publications with operational defects caused prior to purchase by the buyer are also subject to exchange.

However, these cases are much more complicated, since it to prove that the defect arose before, and not after, the purchase. Therefore, such books can only be exchanged “hot on the heels”, practically without leaving the cash register.

Sample claim for return of goods of inadequate quality.

Can I return a book to the store?

If the expert bureau confirms your guesses about the existing manufacturing defect, you will receive an appropriate conclusion. With a copy of it (as well as with a letter of complaint specially written about this), you will be able to go to an audience not with an ordinary employee or store administrator, but with the head of a retail outlet or even the entire chain, who, by law, is obliged to satisfy your requirements.

Good to know: according to current rules, all examination costs must be covered by the unscrupulous seller.

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If the purchased product does not have the proper quality (is defective) or for some reason does not suit you, it can be returned within 7 days after receipt. Bukvoed online store website .

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Registration of goods return in 1C:UNF

The return of goods sold at retail is done in the “Cashier Workplace”. It's in "Sales". The next steps are determined based on whether it is necessary to process the return of retail goods at the checkout during the current or past shift.

Return on an open cash register

Let's go to "Return". Let's find and select a receipt here to accept returned goods from the buyer in the system. To receive the document online, click on “Create a cash register receipt for a refund.”

In the table of the electronic form of the document, go to “Goods and Services”. Here you need to leave the products you are interested in from the list. Then, through “Punch a Receipt”, register the arrival of the goods returned to the warehouse with the accrual of funds to the client. After this, all that remains is to close the document.

Return via closed cash register

When returning what was sold during a previous and already closed shift, we act in a different way. First, let's set up a variation of processing the return of goods for the required cash register shift. To do this, let's go to "Sales". Let's go to “Settings” - “Even more options”. Here we select “Retail Sales”.

In the “Cashier Workplace” section, you need to select a period for searching for a receipt in order to return goods from the client. You have to find the check by number. Next, create a document through the option of creating a KKM receipt for a refund. All subsequent actions are similar to the situation of posting a transaction and a document for the return of goods in an open shift.

Exchange and return of books to the store

The seller has the right to send a low-quality book for examination in order to determine why the defect occurred and whether it is the buyer’s fault.

Request attendance at a quality check if you doubt the seller's honesty. If, as a result of the examination, it is confirmed that the defect is a manufacturing defect, then the buyer is obliged to satisfy the presented requirements.

The buyer is required to keep the receipt when making any purchase.

And it is the check that is the main attachment to the return application. Without a receipt, there will be no way to return a non-periodical publication. Thus, the receipt is proof of purchase at a specific store.

However, in order to be able to return, you must also prove that there was a defect and that it was present before the person bought the product.

Bukvoed discount codes

Can books be returned to the store? However, if defending your consumer rights is, first of all, a matter of principle, it will be useful for you to find out exactly what documents are required to file a corresponding statement of claim. So, you will need to prepare the following package of papers:

the statement itself with a detailed description of all identified defects of the product that caused the litigation;
a receipt indicating payment of the appropriate state duty;
documented results of the expert opinion already mentioned above on the condition of the goods.

It is important to take into account that the defendant, for his part, also has the right to request the court to issue an expert opinion on the presence or absence of manufacturing defects in the goods sold by him.