Is the laptop technically complex?
Decree of the Government of the Russian Federation No. 55 of January 19, 1998 stipulates that “technically complex household goods for which warranty periods have been established” are not subject to return
Government Decree No. 924 of November 10, 2011 explains that the category of technically complex goods also includes “computers, desktop and portable, including laptops.”
Since today a laptop is classified as a household product, the conclusion arises that it is impossible to return such a product within 14 days from the date of purchase, based on regulations.
Product return procedure
If a device is found to have a manufacturing defect, it must be fully packaged and returned to the retail outlet. In the store, you should point out to the seller the damage found and demand a refund of the money paid for the purchase. In some cases, representatives of the retail outlet agree to accept the product back after inspecting it. If this does not happen, you will have to file a claim.
You can return the product only in the same configuration in which it was purchased..
The document is drawn up by hand, on paper. The filling form is free. The document must indicate the detected flaw and demand an exchange or return of funds. The complaint is submitted to the head of the point. The latter will send the goods for examination, during which the cause of the breakdown will be determined.
If the reason was indeed a manufacturing defect, the retail outlet will be obliged to return the product or exchange it, depending on the wishes of the buyer. But this is only possible if the citizen applies no later than the fifteenth day after making the purchase.
Is it possible to return the laptop to the store if this deadline has passed? In this case, the product will be sent for repair under warranty. That is, the legislation does not allow the possibility of unconditional exchange after this period. A refund is possible only when the permissible repair period (45 days) is exceeded, an irreparable defect is found, or the product is submitted for repair too often throughout the year.
If one of the conditions listed above is met, you can submit a claim requesting a return/exchange of products. If you receive a refusal, you can contact specialized government departments. The citizen can also sue the retail outlet.
Returning a product without manufacturing defects
The law states that it is impossible to return a laptop if everything is in order.
This is true. However, there is no requirement that would prohibit sellers from accepting such equipment back. That is, the decision to return funds/exchange a laptop of proper quality or refuse to provide such a service is the privilege of retail outlets.
Some stores meet their customers halfway and are ready to issue a different laptop model on condition that they refund the difference in price.
It is impossible to force the seller to do this . Such actions are a right, not an obligation.
Important! Therefore, it is better to ask the seller for an exchange of goods, since a request for a refund will be rejected in most cases.
In addition, as mentioned above, some manufacturers themselves provide customers with the opportunity to return goods within a certain period of time, provided that they maintain their presentation. However, this rule only applies to branded stores.
Is it possible to return a fully functional computer back to the store?
Based on the legal acts described above, when a buyer asks the question “can I return a laptop within 14 days if I don’t like it,” one can only rely on the good will of the seller and the desire to meet the person halfway in resolving this issue.
Returning a fully functional laptop is also possible if the laptop was purchased without a warranty .
Such goods are not subject to paragraph 11 of the list approved by Government Decree No. 55; the procedure for their exchange and return is regulated by Article 25 of the Law.
An application for the return or exchange of goods that are returned in proper condition can be downloaded from the following link.
There are also chances for an exchange or return if the product was purchased remotely (according to Article 26.1 of the Law).
In any case, the product must fully retain its presentation and consumer properties so that the integrity of the packaging is not compromised, and the fact of purchase has documentary evidence, for example, in the form of a receipt.
Getting your money back for a laptop just because you didn’t like it is only possible when the point of sale doesn’t have a product that suits you.
If you purchased the product in person, then it can be returned within 14 days, but if remotely, within a week after the device was delivered.
Article 25 of the Law provides for a deadline for returning goods - 14 days . After this time, it is impossible to return a working laptop, especially if it has already been used.
If you refuse to return or exchange a quality laptop, you can try to write a claim, a sample of which can be downloaded here.
Return the device within two weeks
Is it possible to return a laptop if I don't like it within two weeks? According to the regulations mentioned above, this is not possible. The fact that a citizen does not like the color of a product or its functionality is not a basis for carrying out the procedure.
However, discovering a manufacturing defect can change the situation. In accordance with current laws, goods found to be defective may be returned within fifteen days. This rule also applies to technically complex products. In this case, the citizen may demand an exchange of the product or a refund.
Instructions for returning the phone within 14 days if you don't like it.
Read how to return a car to the seller when buying secondhand.
And here are the types of liability for violation of consumer rights.
How can I return a device that does not meet the specifications stated by the manufacturer?
The preamble of the Law clearly defines the discrepancy between the characteristics of the device and the technological requirements as a defect of the device; if it is identified, the laptop can be returned on the basis of clause 1 of Art. 18 of the Law, which explains the procedure for returning goods with defects .
The fact that you are using the device does not matter. 15 days to return your computer from the date it was delivered to the consumer.
There is a list of goods that cannot be returned. Read in our article whether bed linen is included in this list and whether it can be returned.
If no more than 15 days have passed since the date of purchase, then even if there is a small defect, you can return the product to the store (Clause 1 of Article 18 of the Law). If various defects are detected (impossibility of switching on, overheating, etc.), their nature should be determined - whether they are production or operational.
If the defect is of a manufacturing nature, then responsibility for it falls on the seller and manufacturer of the product, then they are obliged to eliminate the defect . If the defect arose as a result of (incorrect) operation, then the consumer himself must be responsible for it.
To identify the causes of deficiencies, the seller or service center carries out equipment diagnostics, the results of which establish the nature of the defect.
If the defect is operational, that is, due to the fault of the consumer, then the latter has the right to apply for repairs on a reimbursement basis. If the defect is manufacturing, then the consumer has a number of rights depending on when the defect was discovered.
The results of diagnostics carried out by a service center or seller are often questionable due to the obvious interest of the seller and the authorized service center.
Therefore, if the diagnostic results do not satisfy you, you should conduct an independent technical examination to determine the causes of defects in one of the expert organizations.
Otherwise, if the expert’s conclusion does not recognize the defect as a manufacturing defect, the buyer is obliged to reimburse the costs of the examination. It will not be possible to return a computer that is not found to be defective.
Also in the next article you can find out whether it is possible to return a cell phone back to the store if for some reason you are not satisfied with it.
You are allowed to return a faulty laptop during the entire warranty period, but a return is provided only if:
- the deficiency is recognized as significant (that is, the deficiency cannot be eliminated);
- the repair period exceeds 45 days or a previously agreed and documented period or its cost is disproportionately high;
- the computer is often impossible to use (more than a month during the year) due to frequent breakdowns.
When a return is not possible
The laptop can be returned only if the citizen finds defects. However, there are several conditions, the violation of which will lead to the fact that even defective equipment cannot be returned.
There are three main circumstances, the presence of each of which will make it impossible to make a return:
- Absence of any marriage or defect.
- There is damage on the computer, but it is not caused by the actions of the factory/retail outlet employees, but by operating conditions. That is, the cause of the breakdown is the owner of the device himself.
- The buyer requested a replacement of the product due to the discovery of a defect fifteen days after purchasing the laptop.
You should not try to fix your laptop yourself. Doing so may void your ability to return the device.
We should also not forget that companies producing such products can set their own return conditions (but only if they do not violate the law). For example, one of the leaders in the laptop market, , provides its customers with the opportunity to return the device and return the money within seven days, even if it has no defects. The only condition is that the product must show no signs of use.
You should also pay attention to the warranty periods. Some companies provide a warranty for a longer period than required by law (more than 2 years). In this case, it will be possible to exchange the laptop (in the event of a breakdown that cannot be repaired) even after the expiration of the warranty period allotted by law.
Follow the link for information on returning children's toys.
You need to know this - how to return theater tickets.
Two weeks after purchase: refund or exchange for another?
If a deficiency is identified within two weeks, the buyer himself chooses a more acceptable option (Clause 1 of Article 18 of the Law):
- you can exchange the laptop for a similar one ;
- choose another device , for example, change to a tablet, with recalculation of the price;
- refuse the transaction and demand a refund.
The process of returning a wardrobe item to a store is described in this article.
What if the goods were taken on credit?
If the equipment was purchased on credit, then you can return it to the store only if defects or defects are identified . If the purchase took place in installments, then when returning the laptop, the seller is obliged to reimburse the amount that has in fact already been paid.
If it was a loan agreement, then two agreements are terminated - with the seller and with the bank, in this case the terms of termination are specified in the agreement itself.
If it was a consumer loan concluded specifically for the purchase of this unit of equipment, then for its termination the buyer is provided for early repayment of obligations on it.
Return cannot be used: Is it possible to return funds for digital goods?
Russian Government Decree No. 612 “On approval of the Rules for remote sales” states that the buyer has the right to refuse the goods at any time before its transfer, and after the transfer of the goods - within seven days. If information on the procedure and terms for returning the goods was not provided in writing at the time of delivery, the buyer has the right to refuse the goods within three months from the date of delivery. But not all sellers comply with this regulation, finding workarounds or misleading the buyer.
Andrey Belousov
Lawyer, Candidate of Legal Sciences
The Consumer Rights Protection Law gives consumers a unique opportunity to go to court not only as a general rule, at the location of the defendant, but also at the place of conclusion and execution of the contract or at the place of registration of the consumer. Russian consumers are not deprived of the opportunity to sue on the territory of the Russian Federation under Russian law with any foreign organizations whose services or goods they are consumers of, taking into account the procedural features of such cases.
In this sense, the Russian law “On the Protection of Consumer Rights” provides for more progressive regulation than, for example, the corresponding European directive, amended last year and providing for the mandatory physical presence of the so-called representative or authorized person to resolve claims of consumers of online trade and services.
Try before you buy
To avoid an unpleasant return procedure, it is better to use trial versions before purchasing a product or subscribing to a service. Almost all software developers provide trial access or trial licenses that allow the user to become familiar with the capabilities of the program and its compatibility with the system or device. Services for selling e-books provide the opportunity to read the beginning of a book. Music and movie services provide free access to a subscription for a certain period, during which you can decide whether to pay later for the service or cancel it. It is also recommended to read product reviews to get complete information about it before purchasing.
What can I return?
We have selected the largest services for the sale of digital goods, which indicate on their websites how and under what conditions you can return money for purchased goods.
Electronic books ("LitRes")
The largest seller of electronic and audio books in Russia, liters, describes in detail the conditions for cancellation of purchases and refunds on its website. The company specifies a period of 14 days during which you can return an unnecessary purchase. The main condition: the book must not be read, and the file must not be downloaded to the device. You cannot cancel a purchased digital book that has already been downloaded or you are reading online, unless there are technical deficiencies in the book file that prevent you from reading it. liters will also return your money if you change your mind or refuse to pre-order the book.
Games (Steam)
The international online game seller Steam is ready to return your money, even if you simply don’t like the game. Or if it doesn’t meet the system requirements. The main condition: you cannot spend more than two hours in the game. If the buyer played longer than this time, the money will not be refunded. If the game was launched and you didn’t like it after an hour, you can cancel the purchase within 14 days from the date of purchase. To do this, you just need to submit a return request on the company’s website.
Google Play
Google Store allows you to request a refund for any purchase within 120 days of the transaction. To do this, you just need to find the order you want to cancel and click “Request a refund”, indicating the reason for the return. More often than not, Google will issue refunds almost automatically. The main thing is not to abuse this function. Users who ask to cancel purchases too frequently are known to be blocked to prevent further misuse.
App Store/iTunes
Apple's online stores allow you to issue a refund for any purchase. To do this, you need to find the product in the list and click “Report a problem.” Apple reserves the right to issue a refund or refuse a refund request. In the case of the App Store, the same rule applies as for Google Play: it is better not to abuse the opportunity to return a product.
TV and film services
Amediateka
Amediateka does not refund money for a subscription that the user would like to cancel. The portal is guided here by its user agreement, according to which a movie fan or a fan of TV series does not buy video files, but only gets the right to access the ability to view the content. The service does not refund money for automatic subscription renewal, which is set by default.
Okko
The video service provides movie fans with access to viewing video content in accordance with its user agreement. Okko will not return money for a subscription if the user wants to cancel the subscription in the middle of the subscription period. True, there is an exception: if the Internet provider, for technical reasons, was unable to provide the user with access within 30 days, then you can write a complaint to the provider, who must return the funds.
Megogo
This streaming service will refund money if auto-subscription is not turned off in time. And if a movie fan paid for the pre-order and then decided to cancel, then in this case the funds can be returned.
“Like all digital goods companies around the world, we have a number of specific metrics that allow us to accurately determine whether content has been viewed and for how long. Based on this data, we always know whether the purchased product was used or not. In the case when a client made a purchase, but did not watch a particular film, but wanted to return the money, we return it to him within 14 days from the date of purchase.
If someone purchased a product for a user and we see this in the system logs (for example, that the purchase was made from a device in a different region, at an unusual time, etc.), then in such cases we also return the money to the users.
As for auto-renewal of a subscription, if a user contacts within 14 days and there is no account activity, we make a decision in favor of a refund,” says Viktor Chekanov, General Director of Megogo Russia.
Music (“Yandex.Music”)
When you subscribe to Yandex.Music, the service enables the automatic renewal function by default. The user, due to laziness or inattention, forgets to disable auto-renewal, without knowing whether he will use the service in the future. When the subscription fee is charged again, the music lover wants to cancel it and return the funds. However, in this case, Yandex will not return the money. Under the terms of the license agreement, Yandex.Music fulfills its obligations at the moment it provides the user with access to the music catalog. Therefore, in all streaming services it is better to check in advance (and disable, if necessary) the automatic renewal function.
Anton Kukanov
Head of the Center for Digital Expertise of Roskachestvo
When activating a trial subscription in the mobile application, remember that you agree to its automatic renewal (most often, auto-renewal is by default). When the free period ends, your account will be charged for the next period. If you doubt that you will continue to use the product after the trial period ends, immediately disable your subscription in the settings. You can always renew it. We also recommend setting a reminder a few days before the end of your paid annual subscription period to decide whether to continue using it. If the answer is no, you will have a few days to cancel it.
Kaspersky Lab
Software from Kaspersky Lab is among the few domestic software products whose developers offer refunds for purchases. To do this, you need to fill out an application on the website and a decision on return or refusal will be made.
What should you do if you want to issue a refund for a digital purchase?
- Read the background information on the seller's website before purchasing. Some reputable sellers and service providers describe the rules for selling or licensing their products and services, including their return policy (if any).
- Write to the seller or service provider directly. If you have already made a purchase and want to cancel it, and there is no return information on the site, write to the seller and describe your problem in detail. Perhaps the seller did not describe the conditions for the return, but will meet you halfway if your reason seems convincing to him.
- For Apple, Google, and other major retailers with automated dispute resolution systems, find the order you want to return and request a refund.
- If you bought something by accident, do not download the file, do not use it, otherwise it will not be possible to prove that you really made a mistake. Some sellers are only willing to issue a refund if the file you purchased has not yet been downloaded or has not been in use for more than a certain amount of time. The seller can check this, and if indeed the file did not even manage to end up on your device, the money will be returned.
- If you believe that the seller is not complying with the law by refusing to return the money, you can go to court.
