When purchasing equipment and components for it, it is important to know about the procedure for exchanging and returning goods. The seller will not always agree to open the package and test the headphones on the spot; when ordering from an online store and receiving it by mail, there is no such option at all. Stores are reluctant to accept returns and will go to great lengths to refuse refunds.
Unscrupulous sellers take advantage of consumers’ ignorance of their rights and openly violate the law under various pretexts. The most common reasons for refusal are that headphones are personal hygiene items or technically complex devices. But there are some nuances here and these rules apply only to certain categories of goods. Other models are accessories and can be returned.
Are headphones subject to exchange and return?
According to Article 25 of the Law “On the Protection of Consumer Rights”, quality goods can be returned to the store or exchanged within 14 days, starting from the next day after purchasing the headphones.
This includes cases when the item has no defects, but is not satisfied with its shape, size, color or configuration. In this case, the following requirements must be met:
- the presentation and consumer properties of the item have not been lost;
- the purchase has not been used;
- Full set available, including box, protective films, labels and tags.
To return, you must contact the store and provide proof that the product was purchased here. Documents confirming the fact of purchase include:
- check;
- Receipt of payment;
- warranty card;
- registration certificate
It is important to have information about the cost of the goods indicating the seller who sold the goods.
The absence of a document does not deprive the buyer of the right to apply for a return. Article 25 of the Law “On the Protection of Consumer Rights” talks about the possibility of proving a purchase with the help of witness testimony. They can be given either by the buyer’s friends who were present in the store or by employees of the outlet.
Are the products technically complex?
The list of technically complex goods is specified in Resolution No. 924 , adopted on October 10, 2011. Headphones are not mentioned in this list, which means the seller cannot refuse a return citing this product category.
In addition to the List, there is a List of non-food products of good quality that are not subject to exchange or return. It is regulated by GOST 27418-87. In paragraph 11, household radio-electronic equipment is mentioned, to which sellers often include headphones.
But in the list, headphones are indicated as an auxiliary device that expands the capabilities of radio technology. That is, it is an accessory, and not a technically complex device or an industrial product that cannot be returned. Therefore, the consumer has every right to exchange the purchase or return the money for it. However, this does not apply to all categories of headphones.
Wireless models for phones and more
In 2021, the press service of Rospotrebnadzor announced an increase in requests regarding the refusal to return money for headphones of proper quality. The department warned that certain models of headphones fall under the categories of personal hygiene items and technically complex household goods with a specified warranty period.
According to clause 2, 11 of the “List of non-food products of good quality that cannot be returned or exchanged,” the store is not obliged to accept such headphones back. This includes wireless models with Wi-Fi functionality. They can only be returned if they are defective.
Are they personal hygiene items?
It happens that stores refuse to return or exchange headphones under the pretext that the product is a personal hygiene item. This mainly applies to droplet models that fit tightly into the ears. How legal is this decision?
In accordance with Decree of the Government of the Russian Federation dated January 19, 1998 N 55 , the list of goods that cannot be returned includes the following personal hygiene items:
- toothbrushes and floss;
- toothpicks;
- curlers;
- combs;
- hairpins;
- wigs;
- hairpieces;
- brushing;
- brushes and other hair accessories.
Headphones are not included in the list, which means the seller has no legal grounds for refusal. If the seller does not want to meet, you can safely sue. There are precedents for decisions in favor of the plaintiff on such issues.
Possible reasons for refusal
It is clear that the seller does not want to accept goods that have already been sold. Therefore, difficulties may arise with the procedure for returning headphones to the store.
There are actually many reasons for refusal
- The integrity of the factory packaging is damaged, or it is missing altogether;
- The headphones show signs of use;
- Some components or technical documentation supplied with the product are missing;
- The headphones have mechanical damage.
Expert opinion
Anna Fedorova
Lawyer, ready to answer your questions
Ask me a question
Another thing is that not all of these reasons are completely legal. So, without opening the original packaging, the client will not be able to evaluate the sound quality, or even determine whether the headphones are working at all.
Can I return or exchange speakers?
Speakers are not listed among technically complex devices, but they are included in the list of non-food products of good quality that cannot be returned. Therefore, it will not be possible to return computer speakers without defects.
Returns are possible if there are problems affecting operation. 2 conditions must be met:
- the defect was not caused by the buyer;
- The seller did not mention the marriage.
For example, if a product was sold at a discount due to identified deficiencies, as stated at the time of purchase, the store will not accept it back.
How to return headphones to the store: conditions and terms
Good quality
The legislation provides for the opportunity to refuse a product without defects if it does not suit you or you do not like it. According to Article 25 of the Law “On Protection of Consumer Rights”, the buyer can change his mind within 15 days.
According to Article 25 of the PZPP, a consumer may refuse a purchase and demand a refund of the money paid for it if a similar product is not available at the time of contacting the seller. In this case, the store is obliged to reimburse the buyer for the cost of the purchased item within three days from the date of request for return.
Exchange of goods when an analogue goes on sale is permissible by agreement of the parties. If the buyer is satisfied with this option, the seller undertakes to inform about the arrival of the required item immediately after delivery.
Here's how to proceed to get a refund for purchased headphones: you need to contact the store to apply for a return. You must have your passport, the complete product, including packaging, and a document confirming the purchase.
Poor quality or under warranty
Based on Art.
19 of the Law “On the Protection of Consumer Rights”, the buyer, if a defect is discovered, has the right to return a product that is not technically complex throughout the entire warranty period or shelf life. If wireless headphones were purchased and they were found to be defective, the return policy for technically complex devices comes into force. According to Art. 18 of the Law “On the Protection of Consumer Rights”, a complex technical device can be returned within 14 days. If two weeks have already passed, the consumer has the right to request repairs or return the product if it has a significant defect.
The features and rules for returning technically complex goods of inadequate quality can be found here.
Return period
The legislation sets certain deadlines both for returning a purchase and for returning money to the client.
Product
The client has the right to return serviceable headphones that are not considered radio-electronic equipment within 2 weeks .
When a manufacturing defect is discovered, the time available for exchange increases until the end of the warranty period determined by the manufacturer.
Funds
In a situation where the seller has accepted the headphones back from the client, he is given 3 days to return the money spent by the buyer.
To the online store
Many people are interested in whether it is possible to return headphones to an online store if for some reason the buyer does not like them. According to Art. 26.1. According to the Russian Federation Law “On the Protection of Consumer Rights”, a consumer can refuse a product of good quality purchased in an online store within only 7 days from the date of receipt of the order, and not 14, as when purchasing at a regular retail outlet. Defective goods can be returned while they are under warranty.
In case of distance selling, the beginning of the warranty period is considered to be the day the order is received. To return a product purchased online, you must contact the store's pick-up point or send a claim statement by mail. The seller makes the decision to return within 10 days, but the seller does not compensate for the cost of delivery of the goods.
In DNS
The rules for returning goods are stated on the company's official website. The first thing you should do is contact the service center, or if there is none, go straight to the store. You should have on hand:
- identification document;
- check;
- The product is fully assembled.
If the purchase was made in a store and the buyer changes his mind, the item can be returned within 14 days.
Technically complex devices without defects are not subject to return or exchange, according to Decree of the Government of the Russian Federation of January 19, 1998 N 55.
You can cancel a product ordered in the online store at any time before its delivery and after another 7 days from the date of receipt. If there are traces of use, DNS reserves the right to refuse a return. If the product is found to be defective, the buyer can request repairs, request an exchange or refund.
The seller has the right to check the quality of the returned goods at the service center. If the results of the inspection do not satisfy the buyer, he can seek an independent examination. It is paid by the consumer himself. If it is determined that the defect did not arise through the fault of the store or the manufacturer, the costs will not be reimbursed.
On our portal you will find information about the rules for returning and exchanging a washing machine, fan and air conditioner, tablet and laptop, video card and processor, refrigerator, TV, multicooker, blender and meat grinder, iron, hair dryer, epilator and hair clipper.
Returning headphones of good quality
The ability to return headphones to a store of proper quality also depends on whether they belong to the category of radio-electronic devices.
Regular wired headphones, in accordance with the provisions of Federal Law No. 2300-1, the client has the right to return within two weeks. At the same time, the reasons for returning may be the most insignificant - the sound quality is not satisfactory, the colors, design are not satisfied, and so on.
After this period, it will no longer be possible to return the purchased serviceable product to the store. If the headphones are complex electronic devices, then in the absence of malfunctions, the seller has the right to refuse to accept them back or exchange them for another product. This is stated in Article 18 of Federal Law No. 2300-1.
Procedure
The procedure for returning working headphones to the seller is as follows:
- Before the end of the two-week period, take the headphones, collect all the components that came with them, technical documentation, and come to the store where you made the purchase.
- Submit a statement to the store representative demanding to return the purchased headphones, or exchange them for others.
- After checking the returned device for serviceability, the store representative either issues a return or refuses it.
