Warranty for bags according to the law of the Russian Federation: terms, conditions, warranty service procedure and nuances

Customers can return goods or exchange them for similar goods of equal or different value at specialized Return Cashiers equipped in STOCKMANN stores. If you want to return a product purchased in an online store, you can find out the return conditions here. Attention! STOCKMANN Outlet (DC Ordzhonikidze) does not accept ANY RETURNS except for the Outlet's own sales. In the case of exchanging a product for another that has a different product article, the exchange can technically be made only through a cash transaction of returning one product and selling another. The warranty period for the product begins on the date of delivery of the product to the buyer, which is confirmed by a cash receipt. The returned/exchanged product and the receipt for its purchase are provided by the buyer to the employee of the relevant cash register.

Normative base

The main regulation in the field of consumer law is the Law “On the Protection of Consumer Rights” No. 2300-1 of 02/07/1992. In Art. 5, for example, states that the manufacturer must establish a service life, shelf life and warranty for the product item. In paragraph 5 it is noted that the warranty period is the time period during which, if defects are detected in the product item by the consumer, the seller is obliged to satisfy his requirements.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

Clause 7 states that if the manufacturer has ignored the requirement to establish a warranty period for the product, the seller can directly assume this authority. In Art. 19 Federal Law No. 2300-1 states that the consumer has the right to make claims against the seller if defects are detected in the product, and this can be done during the warranty period or shelf life.

Attention

If there is no warranty period, it is permissible to submit claims within a reasonable time frame, but within two years from the date of delivery of the goods to the consumer. As for bags specifically, the warranty period for them is established by the interstate standard GOST 28631-2005.

The manufacturer guarantees that any haberdashery product must meet the requirements of this standard. He also establishes warranty periods for goods of this category (clause 9.2 of GOST 28631-2005):

50 days for women's and men's travel and sports bags;
30 days for household items, beach items, briefcases/satchels, small leather goods;
70 days for business folders, suitcases and travel briefcases.

IMPORTANT
The warranty period for bags does not apply to defects that become apparent due to violation of operating conditions.
That is, if the product has mechanical damage, traces of improper storage, careless care, or non-compliance with load standards, it cannot be exchanged or returned.

Returning a backpack of proper quality

The quality of goods is regulated by the State Quality Standard (GOST) or technical production conditions (TO), which is indicated in the relevant accompanying documentation.

According to Article 4 of the Law “On Protection of Consumer Rights”, the seller is obliged to provide the buyer with a product suitable for use and corresponding to the description, taking into account its expiration date and service life.

If all standards are met, the backpack is a product of proper quality.

The period for exchange and return of a school, city or hiking backpack of proper quality is 14 days.

Conditions

Based on paragraph 1 of Article 25 of the Law “On Protection of Consumer Rights”, the seller is obliged to accept goods of proper quality subject to the following conditions:

Basic

The product has not been used
Presentation and packaging preserved
There is no violation of labels and seals
Availability of cash or sales receipts

If the receipt is missing, then a refund is possible, supported by witness testimony.

If the backpack was purchased in an online store, then an electronic payment document can be used as evidence.

Procedure

The buyer must perform the following actions:

Draw up an application in 2 copies and give it to the seller. One copy remains with the buyer, and a mark indicating acceptance of the application is placed on it. The second copy remains with the seller.
Give the backpack to the seller in its entire packaging. In this case, labels and seals must be intact. After delivery, the buyer’s copy is marked with acceptance of the goods.
Present a document confirming the purchase of the goods at this particular outlet.
Provide an identification document.

The application must indicate the requirement. That is, what is needed, a refund or exchange of goods. The seller is obliged to satisfy this requirement within no more than 3 days from the date of filing the application.

Refusal to accept the application

If the seller refuses to accept the application, it must be sent to the store by registered mail with notification of receipt. In this case, the recipient must be the head of the outlet. The name of the manager can be found in the “Consumer Corner”, which is in every store. The recipient's address must be actual, not legal.

Legal guarantee for leather bags

The standard in question regulates the warranty periods for leather goods. Does it include products made from leather substitutes, or are only genuine leather products included in this category? To answer this question, you should study the concept of “leather goods” in more detail.

It refers to products made from natural and artificial leather, and bags are no exception. It follows that the requirements of the standard do not depend on whether the product is leather or made from a substitute for this material.

Thus, the guarantee for leather bags is legally established in GOST 28631-2005, clause 9.2 and amounts to:

50 days for classic bags and travel/sports items;
30 days for household and beach equipment, as well as student backpacks;
70 days for business folders, briefcases and large suitcases.

As you know, the warranty does not apply to products that were damaged due to non-compliance with operating instructions. An important role is played by following the rules of care for bags made of genuine leather:

when wet, the product must be dried away from sources of heat and sunlight;
removal of minor dirt from a leather bag is carried out using a damp cloth without detergents;
To care for and clean leather bags, you should use only special tools, according to the instructions.

The following cannot be recognized as a manufacturing defect:

small wrinkles that do not affect the appearance and user characteristics of the product;
tears in the lining material in places where there are no seams;
damage to the skin during use (tears, deformations, abrasions);
darkening of nubuck and suede under the influence of moisture;
changes in surface color due to staining from contact with dyeing fabrics and chemicals.

The texture of natural leather is not uniform due to natural reasons, however, this property of the material is not a defect.

Legal guarantee for leatherette bags

Attention
In accordance with the norms of current legislation (GOST 28631-2005 clause 9.2), the guarantee for bags made of leatherette is the same as for leather products. That is, 50 days for regular (everyday) and sports bags, 70 days for large capacious suitcases and travel folders, and 30 days for beach and household “carries”.

Leather bags are usually purchased in specialized stores, while leatherette products are usually purchased by consumers at the market. If defects are found in the bag, you can return it to the store on the basis of Art. 18 clause 1 of the ZPP law is much simpler than demanding a refund for a product or its repair from a seller on the market. Therefore, in order to avoid violation of consumer rights, legislators call for purchasing products in specialized stores.

Caring for bags made of artificial leather includes the following activities:

removing minor dirt using a soft cloth and warm soapy water;
applying creams to artificial material is undesirable, with the exception of products specially developed by the manufacturer;
A product made from artificial suede requires care similar to natural material.

When a buyer submits a claim, the seller, if the defect is not obvious, is given 10 days to conduct an examination. If during this event it is confirmed that the damage occurred due to improper use, the seller may return the goods to the buyer and refuse a refund. Moreover, he retains the right to demand reimbursement of expenses incurred for the purpose of conducting the research (Clause 5, Article 18 of the Law on ZPP).

From 30 to 70 days

In Russia they like to produce technical standards and GOSTs. Fortunately, they also exist for bags. GOST 28631-2005 is a document defining regulatory and technical requirements and standards for the manufacture of bags in the Russian Federation. It also determines how much the warranty on bags is required by law. According to clause 9.2 of GOST, the warranty period from the date of purchase will be:

50 days for women's, men's, travel and sports bags;
30 days for shopping bags, beach bags, for students, student briefcases, backpacks, small leather goods;
70 days for suitcases, business and travel briefcases, folders.

Please note that the specified deadlines are established for detecting defects in the goods, and not for filing a claim with the seller (determination of the Supreme Court of the Republic of Tatarstan No. 33-15096/14 of November 24, 2014). A claim can also be submitted after these deadlines.

What Rosstandart was guided by when approving such deadlines remains a mystery. Probably, a business briefcase is stronger than a sports backpack, and a handbag is stronger than a student's backpack. But the law is the law. And the first main conclusion from it: the warranty period for a bag depends on its name.

According to GOST, the use of natural, artificial, synthetic leather, plastic, film and a dozen other possible materials is allowed for the manufacture of bags. But no matter which of them is used, it will not affect the warranty period - the guarantee for leather bags is legally the same as for leatherette products.

In cases where the warranty period is less than 2 years, and the defects of the bag were discovered after the expiration of the warranty period, the buyer can make a claim against the seller in this regard within the 2-year period, but only if he proves that the defects arose before the product was transferred to the buyer ( Clause 5, Article 19 of Federal Law No. 2300-1 “On the Protection of Consumer Rights”).

Does the warranty cover the bag's fittings?

In accordance with Art. 19 clause 3 of the Law on ZPP, warranty periods do not extend to accessories that have decorative value, since these items do not contribute to the product’s performance of its main functions and do not belong to the structural part. All these elements:

lightning;
locks;
fasteners;
buttons;
belts;
trolleys;
pens;

have separate warranty periods due to individual intensity of use and differences in susceptibility to wear. Manufacturers of zippers, clasps, locks and buttons on a bag usually provide a guarantee of 30 days from the date of purchase of the product. A return can be made if the product is of proper quality within 14 days (Article 25 of the ZPP Law). If the quality is inadequate, the buyer has the right to contact the retail facility throughout the entire warranty period and count on (Article 18 of the ZPP Law):

product repair;
its replacement;
providing markdowns;
refund of funds in the amount of the cost of the product (Articles 18 - 24 of the Law on ZPP).

Duration of obligations

Depending on the established rules of the trade establishment, warranty information may be contained in the documentation or directly on the product:

sale and purchase agreement;
coupon for filling out the guarantee;
check or receipt for payment for the purchase;
official website store when issuing an electronic guarantee;
technical documents for the bag;
product tag or label.

The warranty period for the bag becomes active from the moment the product is sold or under the conditions specified in the purchase and sale agreement. In the absence of a receipt and the exact date of sale, the service coverage is calculated from the date of manufacture of the product.

Important! During the repair of the bag, the warranty period is suspended and resumed only after the product is returned to the buyer.

How to return a bag under warranty?

If defects are found in a bag purchased without a warranty, it can be returned within a two-year period from the date of purchase (Article 18 of the ZPP Law). If the product has a warranty from the manufacturer or seller, you can contact the store with a claim throughout its entire validity period. You can return the bag to the store under warranty by following the procedure.

It is necessary to go to the store where it was purchased and verbally explain the essence of the problem, as well as state a set of demands.
If a compromise has been reached between the seller and the buyer, the seller must satisfy all the consumer's requirements voluntarily.
If the seller is skeptical and unfriendly, you should file a complaint with him. The document indicates the name of the addressee and sender, contact information of the applicant and the essence of the complaint. The presence of a date and signature is required.
The claim must be submitted personally to the seller. The document must indicate the date of acceptance, full name and position of the recipient.
The seller's side is given 10 days to prepare a response. If it is not received, the consumer has the right to file an appeal to the court.

Please note:
In practice, situations often arise when the seller refuses to accept a claim personally (from hand to hand). In this case, the shipment must be carried out with an inventory and notification of the fact of delivery. The 10 days allotted for the response will need to be counted from this moment. If the case comes to court, you can act independently or with the involvement of a lawyer. It is recommended to refer to Art. 18 of the Law on ZPP (mainly parts 1 and 6).

Recommendations for use

The products do not provide for: careless attitude towards the product during operation, transportation, including third parties, as well as aggressive chemicals. impact and other unforeseen natural disasters.

It is recommended during transportation, to ensure the safety of the appearance of the product and, in some cases, the safety of the product as a whole, to wrap (pack) it with stretch film or other material. 2.

If the design provides for the simultaneous use of two handles or straps to operate the product, then if the load is more than 30% of the maximum allowable, do not allow operation without using all the provided handles. In such cases, loading and unloading of things is carried out when the product is installed on a flat, hard surface. Avoid sudden lifting (jerking) of loaded products by the handles (straps) more than 50% of the permissible load.

Uneven redistribution of things during installation can lead to instability of the product, which can lead to overturning and damage to the product, as well as premature wear of fasteners and other accessories.

Packing things

Packing of things is usually done as follows

Using a trolley ( suitcases, travel bags

): the center of gravity in this case should be located closer to the wheels.

You need to start by laying the heaviest things evenly on the bottom along the length of the cart (from heavy to light). Things must be pressed tightly against each other, and if necessary, the cavities between them must be filled with soft things.
It is necessary to lay the end part (bottom of the product) with heavy objects by about a quarter.
The remaining light items are placed in the upper part of the product and the middle part on top of the heavy items.
When using products with retractable carts, avoid operating with uneven extension of the handle (distortion), sudden jerks when extending (to the top, to the bottom), as well as lifting it over obstacles not by the cart handle, but using a separate handle designed for this purpose.

Important: do not overload the product! As a result, due to excessive load, the wheels stop functioning properly (the wheel “pulls” to the side, it stops turning maneuverably, jams, breaks the seats and bearings). For this reason, wheel sagging is sometimes observed, and at the same time, bends form in the frame when the lower or end part of the product begins to touch the road surface. All this leads to damage to the product.

The buyer brings the suitcase to the warranty workshop to replace the wheels, although in this case this is not a manufacturing defect (supposedly unreliable and short-lived wheels were installed at the factory), and also indicates abrasions characteristic when the product is dragged, or it sagged due to excessive overload, but that’s all This is incorrect operation. (in this case, when checking each case, this is also verified empirically).

Please note: some airlines have clear guidelines that one piece of air baggage should not exceed 30 kg.

Backpacks

: the space of the backpack can be divided into three zones: light, medium-heavy, heavy.

The light zone is located at the bottom, along the front and sides of the backpack. The following items are packed there: clothes, a sleeping bag and other light but bulky items.

The heavy zone is located closer to the back at shoulder level. Heavy objects are placed there. The closer to your back heavy objects are placed, the easier it is to balance the backpack and correctly find the center of gravity. Thanks to this, the tourist’s posture will not be disturbed, and the backpack will be easier to put on and carry.

The medium-heavy zone is located between the heavy and light zones. Particular attention should be paid to filling the corners of the backpack. You can put small weighty objects on the bottom.

Things need to be packed tightly in the backpack so that they cannot move while walking. Proper, tight packing will protect fragile items from breakage, and will prevent small items from scattering throughout the backpack.

When using products with retractable carts, avoid operating with uneven extension of the handle (distortion), sudden jerks when extending (to the top, to the bottom), as well as lifting it over obstacles not by the cart handle, but using a separate handle designed for this purpose.

Rule for using a handle (depending on the design)

First option. Press and lightly hold the button on the handle of the retractable handle for a second - give time to the internal latches that push out the springs - the retractable handle will jump out automatically. The telescopic handle can then be extended to the required height. It is important to note that you need to press the button not from the side, not across, but in the middle, along the button.

Second option. On suitcases that have a recess under the retractable handle handle, the retractable handle does not automatically pop out when the button is pressed. In this case, the handle needs to be “helped”: after pressing and holding the button for a short time, you need to pull the retractable handle up (the recess in this case is for the hand).

In addition, before pushing the handle back, you must also first press the button.

It happens that the telescopic handle of a new suitcase is difficult to extend and retract - it is necessary to develop such a handle a little so that the lubricating oil, which is located inside the handle structure itself, gets into the right places.

Avoid prolonged use of moving suitcases and travel wheeled bags loaded with more than 50% of the stated load on unpaved or other abrasive uneven surfaces to avoid premature wear of the wheels.

When dirt, sand, moisture, etc. get into the wheels, they begin to jam, spin poorly, and make it difficult to move the suitcase. It is recommended that you yourself, without disassembling the wheel housing, drip a little WD-40 under the wheel arch in the area of the bearings (Vedashka is a universal technical tool). The wheel will spin again.

Zipper:

The main mistake is that when opening/closing the product, the zipper slider is slightly pressed or pulled with force. As a result, it turns out that it goes tightly, especially in the corners. In addition, the zipper teeth wear out, it fails faster and breaks. The slider on products is replaced in specialized workshops. To avoid such problems, when opening/closing the product, it is necessary to slightly lift the zipper lock (i.e., avoiding the fabric edge or rim getting under the slider), then it will slide easily, evenly and smoothly along the zipper links.

When the product is too crowded with things, the zipper links may diverge, the order of the links is disrupted, and “teeth do not fit together.” In this case, repair difficulties arise: even after replacing the zipper slider, there is no guarantee that the zipper will function well and not move apart. Replacing a zipper is a rather problematic and time-consuming repair in such products, and not every workshop undertakes this. Avoid overcrowding when packing items.

Code locks

Locks are intended only to prevent accidental opening of the product and not to prevent theft of the product or its contents. Check your luggage immediately after it has been returned by the carrier. In case of damage or theft of personal belongings, submit a claim to the carrier at your point of arrival, if possible, before going through customs inspection.

Padlock combination lock
The digital combination for opening the lock is 0-0-0 To change the code: Insert the code 0-0-0 Press the button and set the desired combination of numbers Release the button. Now the lock will open when you enter your personal code. To open the lock, enter your personal code and press the button.
Mechanical combination lock
To open the lock: Place the zipper sliders opposite the code lock. Check that both side buttons are easy to press and that the latches in the locking slots release the slot openings. By pressing the side buttons of the latch, place the zipper sliders into the openings of the grooves of the latch, and release the buttons. Check that the sliders are locked in the grooves of the lock. Press the “A” button all the way and, while holding it, enter a three-digit code by rotating the number dials clockwise. Release the “A” button and set an arbitrary combination of numbers that does not match yours. The combination lock should close, check this by pressing the side buttons of the lock.

Products made from topcoat dyed leather and light colors are not recommended for use in wet weather, rain or snow. Failure to comply with the temperature regime (below - 10С) for products made of patent leather and artificial leather, (below - 20С) artificial polymer materials, (below −30 - 35С) natural leather can lead to the formation of cracks and tears;

If the product has been damaged due to the reasons listed above, as well as after the expiration of the established warranty period, contact the Manufacturer's representative office, and subject to the possibility of repair (restoration) of this product, as well as the availability of spare parts, paid repairs will be offered for this product.

Complaint in case of refusal of warranty service

If it was not possible to verbally agree with the seller to return the bag under warranty, you must stop any communication with him and act according to the following plan:

Draw up a claim in two copies with requirements and references to legislative norms.
Submit a complaint about the denial of warranty service for the bag to the seller.
On the copy that will subsequently remain with the consumer, he must put a mark indicating the fact of acceptance of the document, as well as the date and number.

The document must provide the following information:

sender and recipient data;
essence of the problem;
proposals and requirements of the compiler;
evidence of violation of consumer rights;
signatures and exact dates of purchase events, return attempts, warranty validity, refusal, etc.

A sample complaint in case of refusal of warranty service can be found here.

How to use leather products so that they last a long time?

Leather is a strong and durable material, so many problems with leather items can be prevented if you use them correctly and take proper care of them. Basic care rules apply to all leather products - from bags and shoes to belts and toiletries:

A wet bag or other leather item can be dried at room temperature, but not in the open sun or near active heat sources (heaters, radiators). Extreme heat can cause the skin to become deformed.
After getting wet, any leather product should be dried in its natural state and without stress. For example, if your leather bag gets wet, stuff it with newspaper and leave it to dry at room temperature. Lightly blot the wet leather wallet with a dry cloth, take out all the coins and cards, close it and leave to dry. Otherwise, after drying, the leather of the wallet will take the shape of the objects lying in it.
Do not overload your leather bag or put things in it that greatly change its shape. Bags with a rigid frame especially suffer from such treatment: if you crush it too hard once, the dent can remain for a long time.
Even a good leather wallet can become unusable due to strong friction. Therefore, try to carry wallets less often in the pockets of jeans and trousers.
When storing leather items for long-term storage, fill them with crumpled paper or other filler. This way they will retain their shape and not wrinkle. Then place it in a dust bag, a breathable fabric or non-woven bag, and put it in a box.
If a bag with a rigid frame is wrinkled and does not return to shape on its own, return it to its previous shape with filler (for example, crumpled paper) and gently warm it with a hairdryer. Usually after this the product returns to its previous shape.
Take care of your leather items using professional products from well-known brands. Such products usually undergo testing, which proves that they do not harm the material.
If a leather product has any non-standard functionality, read the instructions before use.

In the work of the Shipyard customer care service, it happened that a customer misunderstood the purpose of different compartments and tore them, trying to fit two passports into one pocket. If items intended for the pockets of a bag or wallet do not fit into these pockets, it is better to contact the store manager for clarification. Damage to the item by the buyer does not apply to warranty cases.

A leather bag and other leather items are best stored in a dust bag and box

It is best to store a leather bag in a dark place with access to air. Fill it with crumpled paper, put it in a dust bag, and put it in the closet. Anther is a breathable bag made of canvas or non-woven material. Usually high-quality bags are sold with a dust bag.

Guarantee for Michael Kors bags

The Michael Kors brand enjoys well-deserved popularity among connoisseurs of style and comfort in one bottle. The purchase of its products guarantees not only a refined image and practicality in everyday use, but also the possibility of warranty service in accordance with the Consumer Protection Law. Art. 19 states that during the warranty period the consumer has the right to contact the seller with claims and demands, and he, in turn, undertakes to satisfy them. And the duration of this period for women's and men's classic Michael Kors accessories is 50 days.

When does the warranty period for a backpack begin to expire?

The period begins to run at the moment the backpack is handed over to the consumer, but a different beginning of the period may be determined in the purchase and sale agreement.
if the day of delivery cannot be determined, these periods are calculated from the date of manufacture of the goods. Important! It is not profitable to calculate the period from the date of manufacture of the backpack! The product may be stored in a warehouse for a long time; in this case, it is better to check with the seller for the exact date of sale and calculate the warranty period from this date.

Moreover, if the buyer cannot use the product due to circumstances depending on the seller, the warranty period is suspended until the relevant circumstances are eliminated.

Guarantee for Louis Vuitton bags

Louis Vuitton brand bags are true legends. Despite the fact that the original products are of decent quality, you can find many fakes on the Russian market. Therefore, in order to count on guaranteed high quality and no problems during operation, you should give preference to original models, purchasing them in branded stores.

The warranty period for Louis Vuitton bags in accordance with GOST 28631-2005 is 50 days, but some stores set their own time frames. In any case, Art. 19 of the Law on ZPP states that if defects are discovered in a product purchased on the territory of the Russian Federation, complaints regarding inappropriate quality can be filed within 2 years.

Additional questions

Guarantee for Michael Kors bags

The Michael Kors brand enjoys well-deserved popularity among connoisseurs of style and comfort in one bottle. The purchase of its products guarantees not only a refined image and practicality in everyday use, but also the possibility of warranty service in accordance with the Consumer Protection Law. Art. 19 states that during the warranty period the consumer has the right to contact the seller with claims and demands, and he, in turn, undertakes to satisfy them. And the duration of this period for women's and men's classic Michael Kors accessories is 50 days.

Guarantee for Louis Vuitton bags

Free legal consultation We will answer your question in 5 minutes!

Call: 8 800 511-39-66

The warranty period for Louis Vuitton bags in accordance with GOST 28631-2005 is 50 days, but some stores set their own time frames. In any case, Art. 19 of the Law on ZPP states that if defects are discovered in a product purchased on the territory of the Russian Federation, complaints regarding inappropriate quality can be filed within 2 years.

Free legal consultation

We will answer your question in 5 minutes!

Ask a Question

Warranty for Furla bags

The warranty period for Furla brand products is two years. Such a long warranty period for bags is due to the fact that the models are truly high quality and the risk of damage is minimized.

Guarantee for bags in KARI stores

The KARI chain stores are retail outlets where you can purchase shoes and accessories at affordable prices. Variable warranty periods are provided for leather goods. For classic bags, the consumer receives a 30-day warranty card. You can use it provided that the labels, receipts, packaging are preserved and there are no signs of wear.

How to hand over a defective briefcase under warranty

if the warranty period has not expired, you should contact the seller (manufacturer, importer) with a written claim, drawn up in two copies, with clearly stated requirements (copies of all necessary documents are attached to the claim, for example, a sales receipt, sales receipt, warranty card, etc. .).
the seller accepts the product and replaces it with another, or conducts a quality check (in your presence). Don't forget to get an acceptance certificate from the seller.
During the inspection, the seller is interested in establishing that the cause of the problem was your fault, so we recommend that you be present during this inspection (you have this right). The result of the check may be satisfaction of your request for a replacement, or refusal.
If you and the seller have a dispute about the causes of the malfunction, the seller is obliged to conduct an independent examination (where you can also be present) at his own expense. If the examination reveals a manufacturing defect, the seller is obliged to replace the product. If, on the contrary, the defect arose during operation, then you will be left with faulty goods and will be required to pay the seller the costs of conducting the examination.
If the consumer does not agree with the seller and the results of the examinations, then he has the right to file a claim in court.

Procedure for returning a defective item without a receipt

The most important difference in this case is the formal filing of the claim.

This is also important to know:
For what reasons can you be denied service and what to do about it

It should be said that returning a defective product without a receipt or packaging is much easier than returning a product of good quality. Article 18 of the Law “On Protection of Consumer Rights” states that the absence of a sales receipt or payment receipt does not mean that goods of inadequate quality cannot be returned.

In the case of defective goods, the buyer himself can dictate his own terms (but within the framework of current legislation).

This means that the client can make the following claims in his claim:

Replacement of the product with an identical one. That is, exchange a low-quality product for the same one, only of proper quality. In this case, the buyer can take the product of a different color, size, and so on.
Replacement with a similar product with recalculation of cost. Many buyers are afraid that if they buy the same product again, it may be defective again. Therefore, it is possible to take a similar product, for example, from a different manufacturer or with different characteristics.
Refund of the full amount of money for the purchased product.
Reduction in price (return of part of the money), which will be commensurate with the defect. Most often, this happens when the product has minor damage that is defective, but does not affect the functionality.
Repairing goods in a store. Such repairs must be carried out quickly, efficiently and free of charge.
Refund if the buyer corrects the defect elsewhere. But in such a case, problems often arise, because it is necessary to provide a number of documents and prove that there is a manufacturing defect.

The main difference between returning goods of inadequate quality is precisely in filing a claim. It must be drawn up correctly and have serious reasons behind it.

To confirm the purchase here, as before, all the same documents that directly or indirectly confirm the purchase of the goods are suitable. This can also include testimony, but, as before, this is not always effective.

Proof of purchase may include various tags, wrapping paper, and stickers that were made at the store. However, this is more of an auxiliary evidence than a main one.

Now let's look at the deadlines within which you can apply to return a low-quality product. This period is two years. Sometimes it can be higher if the warranty period has not yet expired. At the same time, the buyer is not obliged to keep the packaging for the entire period, because it is possible to return the product or receive money for it without it.

If the two-year period is exhausted, then returning the goods is much more difficult. To do this, you must prove that it contains a manufacturing defect. This is quite difficult to do and practically impossible in practice. This only applies in cases where the store’s warranty on the product has expired, but the manufacturer’s warranty remains.

It is also worth saying that when it comes to returning technically complex goods, things are a little different. Often, to return them, the presence of packaging (or parts thereof) is required. But you should understand that this will be said by the seller himself, written on the box, and also indicated in the instructions.

However, it is worth saying that the presence of packaging always makes returning an item easier. To avoid storing bulky boxes at home, they can be folded. In this case, the packaging will be damaged, but will still be preserved. Also, such a box can serve as additional proof of purchase in the absence of a receipt.

This is also important to know:
In what ways can you return money to your card?

If this day cannot be established, then the starting point is the date of production of the product.

Once the relevant claim has been submitted, a response must be received within the following time frames:

20 days – the defective product must be replaced;
45 days – repairs must be made.
10 days – money must be returned;

For violation of deadlines, the store must be liable in the form of a penalty in the amount of 1% of the price of the goods for each day of delay.

In the case when a product is classified as seasonal, the above period begins to count from the day the corresponding season begins (calculated according to climatic conditions in each subject of the Federation separately).

20 days – the defective product must be replaced;
10 days – money must be returned;
45 days – repairs must be made.

For violation of deadlines, the store must be liable in the form of a penalty in the amount of 1% of the price of the goods for each day of delay. Thus, the seller cannot refuse the buyer to return money for defective goods.

The buyer can return an item he doesn’t like back to the store if it does not suit him according to one of the following criteria:

Inappropriate form. For example: in the box, the corners of the phone seemed more rounded than they turned out when printed at home.
Inappropriate dimensions. For example: the purchased player turned out to be heavier, it is inconvenient to put it in a sports pocket.
Inappropriate style. For example: the new skirt does not match any of the other things.
Inappropriate color. For example: purchased shoes in the light of store spotlights seemed brighter than they were in ordinary lighting.
Wrong size. For example: a new notebook does not fit into a bag.
Inappropriate equipment. For example: the headphones that come with the phone do not come with replaceable earbuds.

From the above criteria for returning, we can conclude that in the first days after purchasing an item, you can return it for any reason.

If you find any defect in the purchased item, then by law you have the right to count on one of the following actions from the store:

Exchange of goods for a similar one without a defective item;
Refund in exchange for the return of the defective product;
Reduction in the cost of goods due to an identified defect;
Warranty repairs within the warranty period provided for a specific product;
Reimbursement of monetary expenses for eliminating a defect in the purchased product;

If you return a defective item to the store, you will have to file a claim. Its compilation consists of the following points:

Indication of the name of the product point where the purchase was made. Seller details.
Your personal data (full name, residential address, contact information).
Name of the product, its cost, time and day of purchase.
Specifying reasons for returning goods. It is important to record all identified deficiencies in detail.
A document confirming the purchase or details of a person who can confirm this.
Requirements for returning goods in relation to the store: refund of money, exchange or repair.
Certification with a personal signature indicating the date and time of the claim.

After this, the seller will send the item for examination, which will reveal the “nature” of the defect that has arisen.

If the cause is a manufacturing defect, the store will satisfy all the customer’s requirements specified in the complaint.
If the examination shows that the cause of the “defect” was the carelessness of the buyer himself, then the item will be returned to the client without payment of compensation or satisfaction of his other requirements.

Common problems

The seller refuses to accept the backpack for warranty repair and sends it to the manufacturer's service center.

— you have the right to file a claim with both the seller and the manufacturer. By sending you to the manufacturer, the seller wants to relieve himself of additional responsibilities.

Upon visual inspection, the seller blames the buyer for the breakdown and refuses to accept the backpack under warranty.

- if you are sure that the malfunction did not occur through your fault, request an expert examination.

If you have already tried to return the goods to the store and were refused, contact our lawyer, and he will tell you how to act in your situation.