If the buyer is not satisfied with the product in any way, he has the right to exchange it or return it to the store within 14 days, not counting the day of purchase. And almost all buyers are well aware of this - the law protects them very well in such a situation. But store visitors do not need to understand the nuances of documenting the return of goods - this is the concern of the sellers. And if something is wrong, they should also answer. In our material we will tell you how to process a return from a buyer , in all the details that entrepreneurs in the field of retail and distance selling, as well as cashiers and sellers, need to know.
You will need to fill out several documents: for example, TORG-12 and KM-3. And the buyer may ask you for a return application form. All the necessary samples and blank forms are in MySklad: they can be printed or filled out online. Register and try it now: it's free!
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Return Policy
The buyer’s right to return goods is regulated by two Russian laws: “On the Protection of Consumer Rights” (Article 25) and the Civil Code (Article 502). Few people know that these documents primarily talk not about returning, but about exchanging the product for one that would suit the buyer. Only if the store does not have a similar product of a different color, style, size or configuration, the seller is obliged to return the money. At the same time, by mutual agreement, an exchange can be provided later, when a suitable product becomes available for sale. If such an agreement is reached, the seller must immediately notify the buyer of the availability of suitable goods.
However, practice shows that most often sellers return money for goods, and the buyer himself expects exactly this. The money must be given within three calendar days. The buyer is returned an amount equal to the price of the goods on the day of sale.
There is one more nuance in the return conditions, which few people know about. The buyer is not required to present a receipt for the goods; he can prove the purchase with testimony (Article 493 of the Civil Code of the Russian Federation). True, in this case the case may go to court.
The remaining return conditions are more or less known to everyone. The purchase that was brought back to the store must retain its presentation and consumer properties, the item must be new and never used, have seals and factory labels.
Refund to the buyer on the day of purchase
If a visitor who bought a product from you changes his mind immediately after that, then the procedure for returning the money is as follows. The buyer presents a cash receipt or sales receipt, or another document confirming payment. If the receipts have not been preserved, he, as stated above, can refer to witness testimony confirming the fact of the purchase.
How to properly process the return of goods from the buyer in this case? It is necessary to fill out an invoice, for example, according to the TORG-13 form. In this case, the buyer’s data is indicated in the “Sender” column, and the seller organization’s data is indicated in the “Recipient” column. The document is drawn up in two copies. It is signed by the seller and the buyer. For the seller, the invoice is the basis for adjustment entries, and for the buyer - for a refund (or for exchanging the product for a similar one, if an exchange is made). You can download the TORG-13 form for free on our website.
The buyer must pay the money from the same operating cash register in which the receipt for the purchase of the returned goods was punched. Moreover, they must be given before the shift is closed and the Z-report is taken. When closing a shift, you will need to draw up a statement of return of funds using the unified form KM-3. On our website you can find a free sample of filling out the KM-3 act.
At the end of the shift, the cashier indicates the amount that was paid to the buyer in the cashier-operator's journal. It must also be reflected in the cashier-operator’s certificate-report. If there are several cashiers, then the senior cashier must, along with other data, indicate the amount of refunds to customers in a summary report for all cash registers.
So, once again about the documents for returning goods from the buyer on the day of purchase. The client brings a check, the seller issues an invoice for the returned goods, for example, according to the TORG-13 form, and the KM-3 act.
Is it possible by law to return purchased products?
You can return both high-quality goods (if they do not meet some criteria) and low-quality ones to “Family”.
High quality
By law, goods purchased at Familia can be returned or exchanged in accordance with the Law on the Protection of Consumer Rights (Article 25). To do this, two conditions must be met:
- The item has not lost its presentation, has not been used for its intended purpose, all labels and tags have been preserved.
- The item does not belong to the list of goods that cannot be exchanged or returned. The list of such goods is fixed in Resolution 55 of the Government of the Russian Federation; from the “Family” assortment it may include:
- textile goods;
- sewing and knitwear;
- products and materials made entirely or partially from polymeric materials and in contact with food products (tableware and kitchen utensils;
- containers and packaging materials for storing and transporting food products, including for one-time use);
- technically complex household goods for which warranty periods are established.
A quality product can also be exchanged for a similar one - a different color, size, etc.
Poor quality
If what you purchased turns out to be of poor quality, which is revealed during use, then, according to Article 18 of the Law on the Protection of Consumer Rights, traces of use on it are acceptable. This applies only to those cases in which the item turned out to be initially of poor quality, and was not damaged during the process of improper use.
To avoid controversial situations when it is difficult to find out whose fault - the seller or the user - the item was damaged, you need to stop using it as soon as the defect is noticed. In this case, the possible return period is extended until the expiration date/warranty period. It is also possible to replace the same item without a defect (Article 21 of the Consumer Protection Law).
Refund to the buyer not on the day of purchase
Such situations happen more often. After all, the buyer, as a rule, becomes convinced that the product is not suitable when he returns home, when he examines and checks it properly.
What are the rules for returning money to the buyer in this case?
He must write an application for a refund. The application form is arbitrary, but it must indicate the buyer’s full name, the name of the product in accordance with his passport or document confirming payment for the goods, the reason why the product is being returned, as well as the requirement to replace the purchase or return the money for it. The form and sample application for returning goods can be downloaded on our website.
In addition, the buyer presents a receipt and passport.
Just as in the first case, it is necessary to issue an invoice, which is signed by both the seller and the client.
Refunds to the buyer must be made within three days after the request.
Please note: if you have several cash registers, then the money in this case should be returned not from the operating room, but from the main cash register of the organization. In this case, there is no need to draw up a KM-3 act on the return of money - the money is issued according to a cash receipt order based on the buyer’s passport. After this, the cashier records the RKO in the cash book. The expense order form can also be downloaded for free on our website, and instructions for filling it out are also published there.
Once again we list the documents for returning goods from the buyer not on the day of purchase. A check, passport and application are required from the client. The seller fills out the invoice for the returned goods, for example, according to the TORG-13 form, signs it from the buyer and issues money according to the cash receipt order.
How to return?
The buyer needs to come to the store or call the hotline and contact any employee who will redirect him to the person responsible for the return.
What do you need to prepare?
An important condition for the return of goods is that they remain in presentation . If an item is damaged or shows signs of use, it will most likely not be accepted back. If it is kept in its original condition, then you need to bring it to the store and contact the cashier. Have with you:
- Passport or other identification document.
- Item to be returned.
- Cash receipt (its presence is desirable and will speed up the return process, but is not necessary - according to Article 18 of the Law “On Consumer Rights”, goods can be returned without a receipt).
- Bank card - if the payment was made using it.
- Discount card - if it was used during the purchase.
On the spot, you will need to fill out an application according to the proposed sample, where you will need to indicate:
- passport details;
- name of the product and its code (can be obtained from a store employee);
- reason for return;
- requirement to reimburse the cost of the goods in full;
- payment method used for purchase (cash/non-cash payment);
- date, signature of the applicant.
Where to contact?
You can contact the cashier or any other store employee, he will call the person responsible for the return. The employee responsible for this will inquire about the reason for the return, examine the item for damage or signs of use for its intended purpose and, making sure that they are absent, bring an application and a sample of its completion.
Can I give the product anywhere in this network?
To make a return, it is not necessary to contact the same point where the purchase was made; this can be done at any retail outlet in the network. But when visiting another store, you must have a receipt or a discount card with you (if the purchase was made using it) in order to prove the fact of the purchase in “Surname”.
The fact of the transaction is recorded in receipts, information about this remains in the cash register. Accordingly, if the check was punched through a machine in another branch, then this information cannot be obtained simply.
If you want a refund
You can immediately open a dispute with the choice of the reason “the sizes did not fit.” To do this, fill out an application with photographs that confirm the difference between the declared and current sizes. If the seller does not accept the dispute and continues to be stubborn, turn the dispute into a claim. And if your dissatisfaction is well founded, then AliExpress will return your money.
And if you want to get a plus for karma, you can offer to return the product to Aliexpress back to the seller. But to do this, ask him for money for sending (you will not be spending your own). If the seller forwards, you can send the item back. And be sure to write down the tracking number. After receiving the tracking, the seller must accept the dispute and your money will be returned.
If the seller does not agree to send the money, then you do not have to return the goods to him, but immediately open a dispute.
If you want an item in your size
We hope that in this case you have enough time to wait for the item in your size. You contact the seller with an exchange offer: you return the order that does not fit to the seller, and upon receipt of the tracking number, he sends you an order with the correct size. Then again discuss who pays for the return. You DO NOT press the “Receive Goods” button until you receive a new parcel and are sure that the size is correct.
Do you save up to 10% on every purchase with cashback on Aliexpress? If not, then register and get money back using the Megabonus cashback service.
Source of the article: https://zen.yandex.ru/media/megabonus/ne-podoshel-razmer-tovara-s-aliekspress-chto-delat-i-kak-vernut-tovar-obratno-5a9d4113a8673107fcb5b88f
What to do if refused?
If a legal return is refused, you must write a statement of claim addressed to the head of the outlet. If this does not help, then you should contact the Federal Service for Supervision of Consumer Rights Protection (Rospotrebnadzor). Thus, in most cases, returning goods to “Family” is possible and carried out without problems .
The network’s own rules do not differ from the general rules established by law. There are practically no individual amendments; those that exist relate only to return periods for club card holders.
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Who is protected by consumer law?
A consumer is a person who buys a product for personal purposes: for himself, for his family, as a gift. Everyone else buys to resell. Lawmakers believe they will protect themselves. Therefore, the seller’s increased liability arises only in the first case.
Example: buyer - consumer
The man bought a table and four chairs in the Provence style. When lifting into the apartment, the movers scratched the furniture. The buyer asked to return the money and add penalties at an increased rate along with compensation for moral damage - according to the rules for consumers. He bought a table and chairs to have dinner with his family in the kitchen.
Example: buyer is not consumer
The man bought two tables and eight chairs in the Provence style. He indicated a coffee shop on the delivery order form. A week later, the chairs became loose, and guests of the establishment complained about them. The buyer decided to return the product. He can only count on payment and compensation for damages if he provides evidence. Consumer rules do not apply.
came up
Ushakov's Explanatory Dictionary. D.N. Ushakov. 1935-1940.
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Source of the article: https://dic.academic.ru/dic.nsf/ushakov/947274
