You bought a thing that you need so much, a thing that you have dreamed of for a long time. But your enjoyment of the purchase may be overshadowed by a malfunction or breakdown of the purchase. Of course, you go to the store with a desire to return or exchange a defective product.
Necessary
A receipt for the purchase of goods
Instructions
Step 1
In order to know your rights, read the Law of the Russian Federation of 07.02.1992 N 2300-I "On Protection of Consumer Rights".
Step 2
Submit a written claim for a defective item. Sample claims for different cases can be found here
Step 3
Bring the claim and the defective item to the store. Best-case scenario: the store administrator will agree with your requirements and accept your application. You will be sent to the store a receipt confirming the purchase and the goods. Such a favorable development of events does not always occur.
Step 4
It is possible that a store representative insists on their own expertise in order to find out what is the fault of the goods. And his demands are quite legal.
Step 5
If you are sure that the product is defective, then leave it for examination. Do not forget to take a document from the store that fixes the fact of the transfer of goods, with signatures and a seal. The store will pay for the examination if it reveals a factory defect or other cause of a malfunction through no fault of yours. If the examination determines that you are to blame for the malfunction, then you will have to pay. Please note that you have the right to be present at the examination. And if you categorically disagree with its conclusions, then you can appeal in court or conduct an independent examination, but at your own expense. Large goods, as well as goods weighing more than 5 kg, the store itself is obliged to deliver for examination or return.
Step 6
If a constructive conversation with the store administration did not work out: your claim is not accepted and they refuse to sign for its receipt. Submit your claim by certified mail with a receipt notification. In an envelope with documents, you need to enclose a claim, copies of sales receipts, a copy of the delivery note, if it was, and other related documents.
Step 7
Even if the product was bought on credit, and its cost has not yet been paid in full, you have the right to a refund or replacement.
