Is it possible to return diapers in the children's world?

Oleg Anatolyevich

Consumer Protection Lawyer

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Buyers have the right to return the product within two weeks from the date of purchase if it does not fit or is defective. Children's products from the Detsky Mir store were no exception. If a consumer wishes to return a purchased item, he must familiarize himself with the return rules, deadlines, and requirements for completing a transaction.

Return of defective goods

If a manufacturing defect or other defect is detected, the buyer has the right to demand :

Full reimbursement of funds spent;
Replacement with similar or equivalent products;

Remember, if the seller notified you of the presence of defects in the product before making the purchase, you will no longer be able to return the defective product.

If a defect or manufacturing defect is discovered at the delivery stage (you inspected the product and noticed the defects immediately), do not sign the attached receipt. The agreement with the seller will be canceled. If an advance payment has been made for the products, the store will refund the money.

Returning goods to the Detsky Mir online store

You can return not only goods purchased at a regular retail outlet, but also products purchased online.

Features of the procedure

If you notice any defects upon receipt of the product, you can issue a refusal.
However, the buyer is responsible for paying for shipping and sending back the goods.
When filing a return of low-quality products, the consumer has the right to demand compensation for the money spent or an exchange of the product for an equivalent product that meets the quality criteria.
The countdown of the two-week period begins not from the moment of payment, but from the date of delivery to the destination and signing of the receipt document.

Introductory general information and position of the legislator

One of the absolute benefits in the modern world for young mothers is ready-made diapers, which are used for children's hygiene and are purchased in large quantities.

At the same time, some unscrupulous manufacturing companies and sellers, wanting to profit from defective products, display goods that do not meet quality standards in store windows.

Expert opinion

Oleg Ustinov

Practicing lawyer, author of the website “Legal Ambulance”, one of the co-founders of the “Our Future” foundation.

In previous articles, I discussed in detail refunds for phones, TVs and other popular “complex” products, which in some cases can be easily exchanged/returned without any additional explanation.

Who would have thought that seemingly ordinary diapers are much more difficult to return. The thing is that this product is included in the group of personal hygiene products, for which its own rules are established in the Health Protection Regulations.

When diapers cannot be returned to the store

Each of us has heard at least once about the two-week consumer period, during which every buyer who is dissatisfied with the purchased item can return it to the seller and get their money back.

However, unfortunately, few people are trying to dig deeper and really understand this issue, which becomes the cause of so-called “empty” conflicts in jurisprudence between buyers and sellers.

An example of the lack of such knowledge, of course, is the return of diapers, which the seller may refuse to accept back, arguing the refusal with the provisions of the legislation in force in Russia.

Returns of this product cannot be issued in the following cases :

the buyer purchased diapers of the wrong size (in this case, the size must be indicated on the product packaging);
the wrong brand of diapers was purchased;
the buyer overpaid for extra diapers;
diapers of this type did not suit the baby.

It is worth noting that in some cases, sellers, wanting to do their best to avoid conflict and not upset the buyer, nevertheless meet them halfway , agreeing to replace the product. However, this is not their legal responsibility.

Exchange of goods in Children's World

The customer has the right to exchange products within 1 month, regardless of the date of receipt. He can do this at any retail outlet in the network.

The seller will exchange the goods if :

The product is not damaged and has not been used for its intended purpose.
There are all labels, seals, the packaging material is not damaged.
The buyer has a sales receipt confirming the purchase.

Please keep in mind that the exchange procedure is only possible if the same product item is available in the store.

Returning a diaper of good quality

If the case is governed by criminal law, then you need to write a statement to the prosecutor’s office, and if civil, to the civil chamber of the court of first instance (or to the magistrate’s court).

If you cannot contact the manufacturer’s hotline, you can contact any retail store* (standard return conditions). Choosing the right diapers is not always easy; parents try different brands and series in search of the best option. As the child grows, the size and shape of diapers changes.

Return period for diapers

First of all, when identifying defects in a product, the consumer wonders about the time frame for returning the money. If we talk about diapers, the quality of which does not meet established norms and standards, such diapers can be returned to the seller within the expiration date of the product itself, which is indicated on its packaging.

Expert opinion

Oleg Ustinov

Practicing lawyer, author of the website “Legal Ambulance”, one of the co-founders of the “Our Future” foundation.

In the event that this information is missing, there is a fixed period for contacting the seller of the product, which in 2021 is 2 years.

However, despite such a long period, the experienced lawyers of the Legal Ambulance website recommend filing a claim as soon as possible , because with each new week it will become more and more difficult to defend your legal rights.

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If the application period is delayed, the seller may express doubts about the reliability of the requirements stated by the buyer, and identified defects (for example, a specific smell, which often causes a return) will become difficult to prove.

Important!

Remember that if this kind of doubt arises, the point of sale employees can send the product for examination, the results of which will determine the nature of the damage and/or other negative features.

What to do in case of refusal?

If the store refuses to return money for an unsuitable product, the consumer has the right to file a claim in court for violation of consumer rights. In this case, you need to be sure that the store’s refusal was unfounded. Otherwise, the consumer risks losing time and money.

If the product was defective, an examination is carried out. With her decision, the client goes to court, where he files a claim. In it he must refer to Art. 18 of the Law on Protection of Consumer Rights. The claim must be supported by all necessary documentation: receipts, a document confirming the refusal of a refund by the store, examination results.

Conditions

When returning goods, you must follow the conditions specified in the consumer protection law.

What can I return?

Non-food products that do not fit in size or style or are found to be defective are subject to exchange. In this case, the consumer has the opportunity to exchange or return products to Detsky Mir within 14 days. The buyer must provide receipts, and the products themselves must be in salable condition .

If traces of use of the item are found, the store has the right to refuse the client a refund. If the product turns out to be defective, and this is proven, then it can be exchanged, even if it is on the list of products of proper quality that cannot be returned.

What's not allowed?

Items from the following categories cannot be returned to Children's World:

personal hygiene products;
linen products;
soft children's toys;
inflatable children's products;
knitwear (towels, bed linen, tights).

Products of good quality are returned or exchanged only in case of manufacturing defects.

Can I go to any store in the chain?

If the product was purchased in chain stores, which includes Detsky Mir, then it can be returned at other retail outlets , that is, not at the one where it was originally purchased.

In this case, you will have to check the legal data between retail outlets; they must match. Otherwise, the return procedure is carried out according to the standard algorithm without changes.

How to return?

The specifics of the return procedure depend on the reason for the refusal of the purchased product. There may be some differences depending on whether the item being returned is high quality or low quality.

Proper quality

If the product is not included in the list of products of good quality, it can be exchanged within 14 days from the date of purchase. The reasons for return are the following :

the size did not fit;
I didn’t like the style;
The color didn't match.

In this case, the user must contact the Detsky Mir store with the purchased products. It is worth considering that the product must have production labels and proper appearance.

The store writes a return application in which the buyer indicates the reason for his decision.

Application for return of goods (form to fill out)

Application for return of goods (sample)

You will also need to provide a receipt. The seller will offer various options to solve the problem. For example, exchange a product for a similar one in the same price category or make an exchange with an additional payment.

If the buyer does not agree with the proposals put forward, he must request a full refund. This is done in a claim, which is sent to the owner or general director of the outlet.

Application for refund (form to fill out)

Inadequate quality

The buyer has the right to return any product that turns out to be defective. Defects include holes, uneven seams, and paint coming off the product. Products of poor quality can no longer be returned within 2 weeks, but during the warranty period.

Typically, warranty conditions are written on the product packaging. Based on Russian legislation, the consumer has the right to return defective products within two years from the date of purchase.

The exception is those cases when the seller has established other warranty periods.

The warranty period is set by the seller or manufacturer.

The procedure for returning or exchanging defective products is the same as in the case of products of good quality. But the consumer needs to be prepared for the fact that the seller may insist that the damage occurred during use, and not before it. In this case, an examination is carried out within a month to determine the origin of the defects.

The seller undertakes to pay for laboratory tests if the results are in favor of the consumer. Otherwise, the buyer undertakes to pay for the research, and no one will return the money for the product to him.

Without a receipt

The absence of a receipt is not a basis for refusing to return or exchange goods. In this case, the buyer can invite a witness to the store who was present on the day of the purchase. If there is none, then the consumer must write about the fact of the absence of a receipt in a complaint addressed to the store director.

If there are special stickers on the product, they make it possible to establish the date and place of purchase without a receipt. If there are none, then you need to make sure that the products have the proper appearance. It should have labels and packaging.

Through the Internet

The procedure for returning products purchased from the Children's World online store is the same. Changes are only in the return period.

The consumer must return the products within 7 days of receipt.

Returns of low-quality products are carried out in accordance with the warranty period established by the seller. It is worth considering that the store will only refund the amount of the product itself (delivery and postage are not included).

Refund for goods

Typically, a ready-made application form is given to the buyer by a representative of the selling organization (administrator). The form must be filled out by hand in 2 copies. Since one is transferred to the seller, the second remains with the consumer.

Making a claim

The claim application must contain :

Information about the trade organization. Address, name, personal data and position of the manager (if available during registration);
Your own personal information. Passport details, place of residence, contact number and email if possible.

When filling out the main part of the application you must:

Note the date of purchase;
Describe in detail the purchased product;
Indicate the price at which the purchase was made;
Explain why exactly you want to return the purchase;
Confirm that the product was not used for its intended purpose and is not damaged;
The necessary tags have not been torn off, the packaging material has been preserved;
At the very end, you should indicate how the store should make the return (cash or bank transfer).

Sample

You can obtain a ready-made form from a representative of a trade organization or print it yourself from a specialized website. This is what a sample claim form looks like.

Drawing up an invoice

For this type of documentation, a specific form is provided.

The invoice must indicate :

Name of the selling organization;
Buyer's personal information;
Name of the product item;
Date of execution of the transaction and transfer of products to the consumer;
The amount of future compensation;
Signatures of both parties.

Deadline for fulfillment of requirements

is given 10 days for a full refund of the funds spent by the buyer on the purchase of goods . The countdown begins from the moment the claim is filed.

What are goods of inadequate quality?

The rules for returning diapers to an online store are the same as for purchasing quality goods. Diapers in damaged packaging or without a specified expiration date are subject to exchange.

Step-by-step instruction

But as practice shows, you shouldn’t delay too much time to exchange diapers. After all, the sooner the buyer contacts the retail outlet, the easier and faster the issue of replacing the product will be resolved. It is better to return to the store without waiting 14 days from the date of purchase.

4.6. The Seller has the right to unilaterally limit the number of product items in one order, the amount of one order, as well as the number of orders sent to one address at a time to one Buyer. The form of possible payment for the order is determined by agreement between the Seller and the Buyer when placing an order and should not contradict the current legislation of the Russian Federation.