Cannot be exchanged until the time has passed. Restrictions on the exchange and use of the trading platform. What is this error and why does it occur

When purchasing a product in a store, at home we often realize that it does not fit in color, size, or simply do not like it. Return or exchange a product good quality it is possible within 14 days, but in practice people often face the refusal of the seller. This position of the store is quite justified, because the law clearly states which goods cannot be returned and exchanged. To protect your purchases, everyone should familiarize themselves with this list.

Separate groups of goods are not subject to return and exchange due to their consumer properties or the technical complexity of the design. The exception is the sale of low-quality products. In such cases, the law comes to the protection of the consumer.

The store cannot verify what the customer did with the purchase of the house. For example, you bought a phone that you immediately dropped into water, but dried up and decided to take it back to the seller. He does not have the opportunity to assess the health of the gadget. If the store in such cases will return the money to everyone, this will result in large losses for him.

The law does not allow the return of goods even when it is impossible to establish whether they were used: whether a book was read, whether linen was measured. It is unhygienic and unpleasant to buy tights, toothbrushes that other people took out of packages. This is the case when the law protects not the seller, but the buyer.

Conditions for exchange or return

According to Part 1 of Art. 25 of the Law "On the Protection of Consumer Rights", it is allowed to return or exchange products within 14 days from the date of purchase if they did not fit in design, color, size, or configuration. It is important that the following conditions are met:

• the product has not been used;
• its properties and appearance were not affected;
• preserved factory labels in their original form;
• there is a receipt or other document confirming the purchase:
• It is also possible to issue a return or exchange without a receipt, but it is more difficult.

The product must not be on the list of prohibited items for exchange and return. If all conditions are met, the buyer is offered a similar product. If this is not for sale, then the money is returned.

Online shopping

In the field of online shopping, the law is loyal to the buyer and demanding to the seller. You can return or exchange a quality product within 1 week, if this is recorded in the document that the store issued to the client. Otherwise, this period is extended to 90 days. The rest of the conditions are similar to those in regular stores.

A detailed list of goods that cannot be returned and exchanged is given in government decree No. 55 of 01/19/1998, and in 2016 it was expanded. This list now includes different types products - from technically complex products to books. It is exhaustive, and the seller does not have the right to include any items in it at his discretion.

Medical preparations and devices

Products that are intended for the treatment and prevention of diseases are not subject to exchange and return, including:

• sanitary and hygienic products made of metal, textiles and other materials;
• medicines;
• glasses lenses;
• pacifiers, feeding bottles and other baby care items;
• oral hygiene products.

These products are subject to special conditions storage, otherwise it will lose its properties. There is no way to check what the person did with them after the purchase.

Perfumes, cosmetics, personal care products

Products sold per meter

Repair materials (linoleum, wallpaper, skirting boards), as well as sewing goods (fabric, ribbons) are not subject to return and exchange. Cuts are made from them, often of non-standard sizes, which simply will not suit other buyers. In this case, the store will suffer losses.

Tights, stockings, socks, underwear and bed sheets- all these products are related to human hygiene. They cannot even be measured before purchase. There is a risk of infection. If the seller allows fitting, he breaks the law.

Polymer products

No store will take back disposable tableware, plastic containers for products. These goods must be stored in a certain way, and it is impossible to trace how they were treated by the buyer.

Household poisons, chemicals

Non-returnable and non-exchangeable products such as insecticides, detergents and cleaners. This is due to security concerns, since we are talking about harmful chemicals.

Furniture sets

The law prohibits the return or exchange of full-fledged furniture sets. You can refuse a separately purchased chair, stool, table.

Some stores arrange for the return and exchange of headsets, but on their own initiative, in order to achieve customer loyalty. This cannot be required.

Jewelry

Products made of precious metals, stones will not be accepted back in any salon, even if the seal remains intact. This item was introduced into the law as part of the fight against fraud and counterfeiting of expensive jewelry.

It is impossible to return or exchange technically complex goods used in everyday life:

• machines for cutting metal and woodworking;
• electrical appliances and machines;
• radio electronics;
• computing and copying equipment;
• photo and video equipment;
• electronic toys;
• gas equipment;
• phones and faxes.

Weapon

Here's what it looks like:

What is this error and why does it occur?

For security reasons, in order to save your items, Steam limits the exchange for 7 days on all devices (browser or PC) from which you first logged into your account. Below are the reasons for this error:
1) Have you reinstalled OS/browser/steam
2) You have cleared the cache and cookies in your browser or steam client
3) Have you disabled Steam Guard?
4) You accidentally deleted cookies in your browser using cleaning programs (Ccleaner, etc.)
5) Performed other operations due to which you have a restriction on the exchange

IMPORTANT!!! We are not introducing this restriction, and if you saw this text, then you can pick up your items only after the expiration date ( 7-14 days, depending on the situation) and if the bot with your item is not banned. As practice shows, there is a chance of getting your items in this case, but it is extremely low.

You can see how much is left before the restriction is lifted by logging in from your browser here: http://steamcommunity.com/market/

So what's now?

There are 3 things that can help in this situation:

1) Withdrawal through the Steam client.
The first method helps most users, since in 90% of cases they logged in from their Steam client account more than 7 days ago and there is no such restriction there anymore. Therefore, when confirming the exchange, select the option to withdraw / transfer items through the Steam client:

2) Transferring a list of things to another account
If the first point did not work, the purchased items can be transferred to an account that will not have problems receiving them. Write in a ticket with the following content:

1) Transferring the list of purchased items to another account, because. on this exchange is blocked.
2) Link to another account: http://steamcommunity.com/profiles/76561198197054735

Then log in from another account on our website and withdraw things by clicking the "receive" button.

3) Reselling things with the help of a quick buy system
If the first 2 points did not help, you can wait until someone buys your item with the help (after the warranty expires, the item goes to this page and anyone can buy it) - in this case, the money spent on the item will be returned to your account.

If your item is repurchased, then in the purchase history such an item will be indicated with a label (R)

To speed up the repurchase process, for example, you can report a stuck item in the chat, someone may be interested and buy it.
!!! Please note that this method is very risky, things that are in quick purchases do not have a guarantee, and if suddenly the bot that has your item is blocked, then you will not be compensated. don't get!

What to do if nothing helped?

If none of the options helped - sorry. We will not pay you compensation because by confirming the purchase, you agreed to this notice, which pops up in the middle of the screen with each purchase.

Any person at least once in his life has a situation when a particular product did not fit, turned out to be defective, broke, and so on. And the problem arises: how to return the product to the store or exchange it? There are different situations and different variants to act in them. Let's try to consider them sequentially.

We return goods of good quality

We will talk about cases when you bought a product of normal quality. The product must be non-food. You can return and exchange the product if it does not fit according to the following parameters:

• dimensions;
• form;
• colors;
• style;
• equipment;
• size.

In general, you are not required to explain why the product did not suit you. It doesn't matter.
You have the right to exchange the goods if fourteen days have not passed since the date of purchase. In this case, the day of purchase is not taken into account.

• As mandatory conditions return of such goods is indicated:
• the product has not been used;
• preserved presentation;
• consumer properties are not lost;
• there are factory labels and seals;
• a cashier's receipt, or a sales receipt, or another similar document has been saved if it confirms payment for the goods.

But all this does not mean that without a check the goods cannot be returned. If the check is missing, you can bring witnesses. For example, if you bought a product with someone. But it is best to always keep receipts for goods at least until the end of the warranty period or service life.

In general, the law primarily provides for the exchange of such goods for a similar one. But if this does not happen, then you have the right to simply demand the money back. In this case, the seller is not obliged to return the money immediately. He has three days to do so. This also applies to cases where a person paid by card.

If all conditions are met, then the law is on your side. But if the seller interferes with the satisfaction of your legal requirements, you will have to write a claim first, and then go to court.

We want to warn you that you should go to court only when you are one hundred percent sure that you are right. The consumer, on the one hand, does not risk anything by going to court. After all, he does not even need to pay a fee. But if suddenly you turn out to be wrong, then this fee will be collected from you when the decision is made. Not only that, the seller's side may also claim to charge you for various costs, for example, for the services of a representative.

If you are not sure that you are right, it is better to consult a lawyer. Moreover, many law firms now provide consultations for free. If you decide to use a lawyer and win the case, you can recover all of your costs of the lawsuit. We recommend reading our

What cannot be exchanged or returned?

As follows from the foregoing, food products (i.e. products) of proper quality cannot be definitely returned or exchanged. But there is a list non-food items which cannot be exchanged or returned. Here is the list:

• medicinal products for use at home (for example, medical devices) and medicines;
• personal hygiene products (hair products - combs, curlers; toothbrushes, etc.).
• cosmetics and perfumery;
• Textile goods sold by the meter (fabrics), building materials by the meter;
• Garments, underwear, hosiery;
• Goods intended for contact with food - dishes, cutlery, containers, etc.;
• Household chemicals;
• Household furniture;
• Jewelry;
• Cars and other vehicles, trailers to them;
• Technically complex goods;
• Weapons and their parts, cartridges;
• Plants and animals;
• Non-periodical publications (for example, books).

Such goods can be exchanged or returned only if they turned out to be of inadequate quality.

Return of defective goods

Often, after the purchase of the product, any shortcomings are found. Obviously, defective goods can be returned. Many people think that you can return a defective product within 14 days. But it's not. The return period for such goods is much longer. But they depend on the presence or absence of an expiration date or a warranty period for the product. If there is such a period, then claims to the seller can be made within its framework. If the term for the goods is not set, then you have two years from the date of purchase of the goods.

The warranty period, the service life of the goods begins to flow not from the moment the goods are manufactured, but from the moment they are transferred to you. If this moment cannot be determined, only then the counting starts from the moment of manufacture. But the contract between you and the seller may provide for other provisions.

An important point: in order to return the goods, you do not have to be notified of its deficiency in advance. This is usually noted on the receipt.

Make sure in advance that the lack of goods is not your fault - this can also be. Sellers are very fond of insisting that it is you who are to blame for some kind of breakdown. Therefore, we recommend that you read the rules of operation and think carefully if the situation is controversial.

Rights of the buyer in case of defects

In such situations, the buyer may require the seller to take several actions, and not just return or exchange the goods. You can:

• demand a replacement for the same product of the same brand (model, article, etc.);
• demand a replacement for the same product of a different brand (model, article, etc.) - with a recalculation of the price;
• demand a proportional reduction in the price;
• demand to eliminate the deficiency free of charge;
• demand compensation for the costs of eliminating deficiencies;
• demand a refund for the product.

As you can see, the consumer has many options for action. The specific requirement depends on your desire and situation.

You can also claim compensation for damages that have arisen as a result of the sale of low-quality goods. For example, you were poisoned by a low-quality product, and incurred the cost of treatment.

In the process of trying to return the goods, several difficulties may arise. The seller may insist that the item cannot be exchanged because you do not have a cash or sales receipt. But know this is not true. Firstly, it costs nothing for the seller to issue you a duplicate check, since all checks are taken into account. Secondly, you can bring witnesses.

The seller may also say that you are to blame for the breakdown. In this case, he must carry out a quality check or examination of the goods at his own expense. You do not have to pay anything and can be present during these events.

How to behave in the store

When you come to the store to exchange goods, especially if it is of poor quality, you should not shout and wave your arms. The first step is to ask to call the person who is responsible for the exchange and return of goods. Disputes with sellers will not lead to anything - they will convince you to the last that the product is good and they will not change it. And you will only lose time and your mood will deteriorate. If the seller begins to wonder what you need and what happened, you can briefly explain the situation. But don't get into the discussion. Just ask if the seller is authorized to exchange the item. Most often - no, and after this question, the seller stops talking with you and calls the right person.

You should speak calmly, without turning to shouting. If you flatly refuse to return the goods - present a written claim. Most often, at this stage, the situation is decided in your favor, since no one wants to run around the courts.

We recommend that you prepare a written claim in advance, before going to the store. Especially if the product is expensive. This will later act as evidence that you presented legal requirements to the seller, but he did not fulfill them.

If you ask for a replacement item, the seller must do so within 7 days of your request. All other claims are subject to a ten-day deadline. If such a period has passed, and your requirements are not satisfied, feel free to contact the court.

Video

The videos will help you understand how to return an item to a store.

20.03.18 213 950 0

If you buy in the market or in the mall

Every person should have a crazy friend who, without thinking, buys different things, and then he understands whether he needs them or not. I have such a friend.

Alexey Kabluchkov

Most often, he does not even try to return what he did not like or did not like: he is sure that it is difficult and long, and someday later the purchase may come in handy. Have the sneakers from the new collection been in the box for a week? Well, I'll go for a run anyway! Here I will buy a subscription to the gym, I will get up early and start playing sports.

Lesha, but you already have three pairs of running shoes, a press roller and a set of dumbbells, but you still haven’t taken up sports. And for some reason you bought a tracksuit a size smaller, although you haven’t lost weight yet.

Lesha does not know that the tracksuit can be exchanged for a suitable size, and the sneakers and the press roller can be returned to the store, having received all the money back. The law specifies the period when the purchase must be accepted back simply because for some reason it did not fit. This period is called the cooling period, and it is valid even for goods that do not have defects.

Uncover legal literacy, we will understand the details.

Goods with defects

When talking about the cooling period, we are talking only about the exchange or return of quality goods. If a marriage was found in the purchase, then this is a different story with different terms and rules - they are spelled out in article 18 of the consumer protection law.

This is a topic for a separate article, and we will return to it later. In the meantime, let's talk about purchases with which everything is in order - they just turned out to be not needed.

How to save money, spend less and earn more

Exchange and return

Exchange term. When you buy something in a physical store instead of ordering online, you have 14 days to exchange the item for a similar item, such as a different color, size or style. This period includes weekends and holidays.

If the last day of the term turned out to be non-working, according to the law, the term is extended until the first working day. But timing has its own quirks. For example, if it ends on Sunday and you arrive at the store on Monday, you may be told that the store was open that Sunday, so you missed everything.

The St. Petersburg City Court in a similar case ruled that Sunday is a general day off and shoppers should not adjust to store hours. But not all courts agree with this logic. Therefore, it is better not to delay the exchange and return of purchases.

How to return the money. If there is no similar product, the store is obliged to return the money. This can be used to cancel a purchase. Let's say you bought black sneakers, and a week later decided that you had wasted your money: you already have two pairs, and besides, the new ones do not fit jeans. To return an unwanted purchase, first ask to exchange sneakers for a similar product that the seller definitely does not have.

You don't have to explain why you suddenly want lilac sneakers. In the store, it seemed to you that black would also suit, but at home you realized that only lilac jeans can be worn with these jeans. It's a legal requirement, even if the sneakers perfect quality, fit you in size and in the store you asked the seller for black ones. The color did not fit and it turned out only at home - it happens.

Reasons for exchange and return. The exchange works if the purchase did not fit in shape, size, style, color, size or configuration. If you name another reason, for example, you say that they sell cheaper in another store, the seller has the right to refuse. The list of reasons for an exchange or return is closed - you can’t come up with your own. There are other subtleties.

Exchange agreement. If you really need lilac sneakers and they are sometimes in the store, ask them to tell you when they will be delivered. Be sure to record the agreement on paper so that the seller cannot later say that the cooling period has passed. Describe the situation on paper, indicate the maximum period for the exchange, sign and ask the seller to sign. Make two copies of the document, keep a copy for yourself.

What items cannot be exchanged or returned?

The cooling period applies only to inedible purchases: clothes, shoes, furniture, appliances. In the law, such goods are called non-food. In "Auchan" - "non-foods". But here, too, not everything is simple.

There are products that cannot be returned or exchanged if everything is in order with them. These are, for example, cars, cosmetics, perfumes, medical products, medicines, plastic tableware, underwear, books, Jewelry, washing powder, orchid in a pot, kitchen set. It will not be possible to return and technically complex household appliances: phones, tablets, laptops, multicookers, electric fireplaces. Full list- in a government decree.

Sellers cannot add their own exclusion options to this list. Even if in trading floor an ad is posted that the sneakers are not exchangeable, this is illegal: you still have the right to exchange them for white, lilac or the same, but three sizes larger.

Sellers take advantage of the negligence of buyers and violate their rights. But if you know the nuances, you can easily change the product or take the money, even if the seller is very convincing, and the product seems to be on the list of exceptions. Let's look at examples.

Bed linen and accessories

In the exclusion list, every word counts. For example, “textile goods; cable products (wires, cords, cables); construction and finishing materials (linoleum, film, carpets) and other goods sold per meter.

If you want to exchange a duvet for the same, but bigger size, the seller will happily show this item in the list and say that this is a textile product, so it cannot be exchanged or returned. But if you get a grasp, it is clear that the seller is wrong. The text is about products that are measured by meters, not sold by the piece, and this applies to everything listed in the paragraph. Blankets are not sold by the meter, so paragraph 4 of the list of exceptions does not apply to it.

Then the seller will take out another trump card and say that the blanket allegedly falls into paragraph 5 of the exceptions - this is a sewing linen product. But you also have an answer to that. According to GOST, blankets and pillows are not linen products, but bedding. A duvet cover, a sheet and a pillowcase might not be exchanged for you, but a pillow and a blanket are required. How do you like such yurliteracy, Elon Musk?

Furniture

With furniture, even more confusion. The list of exclusions includes "Household furniture (furniture sets and sets)". This phrase means this: if you bought a set of a chair and a table, then they will not accept it back, but if the chair and table are separate, they are required.

It can be difficult to determine whether you bought a set or several individual items. For example, sellers often refer to a furniture guest: according to it, if different items have the same style, this is a set. But a set is not yet a set, and sometimes it can be returned.

For a set to become a set, the pieces must be sold together and serve the same purpose. The simplest example of a kit is a headset. The purpose of a headset is to equip a specific room or area, such as a kitchen. Headset parts are not sold separately. It will not be possible to return the headset - neither all at once, nor in parts. But sometimes everything is so confusing that only the court can figure it out.

If you are not sure that the chair and table will fit the interior, make sure that they are indicated in different positions on the check and each has its own price. You can take a picture of the price tag in the window: an additional argument will not hurt. If the seller understands that you know your rights, there is a better chance that he will not argue with you and return the money.

Technique

The hardest part is the technique. The list includes "technically sophisticated household products that have a warranty period." But not all appliances are household: sometimes there is a chance to exchange it or take the money.

An echo sounder is not a household appliance

A spearfisher bought a fish finder and then wanted to exchange it for a similar one, but with a greater depth of scanning. The seller refused him: equipment without defects cannot be exchanged and returned. But the court did not agree with the seller: the echo sounder does not belong to technically complex household goods. This is a navigation device and it can be returned. Here is the court's decision.

Also, not all equipment is technically complex: for example, you cannot exchange an electric juicer, but you can try a mechanical one made of metal.

All goods that are considered technically complex are listed in the government decree, but there are also general terms and not everything is clear. Sometimes only a specialist or a court can distinguish a technically complex product from a simple one.

But it's all about rights and laws. In life, stores fight for customer loyalty, so they may well accept a purchase back - even if it is on the exclusion list. If you want to exchange or return a multicooker, first ask the seller what he thinks about it. This can save a lot of time and nerves for lawyers and courts.

Terms of exchange and return

Tell the seller that the product did not fit in shape, size, style, color, size or configuration. In order for the seller not to find fault with your words, the reason for the return must be from this list.

If you say that the coat is not fashionable, the seller may answer that there is nothing in the law about fashion, so it is better to say that it does not fit in style. It's not worth saying that sneakers don't match with jeans - it's better to say that they don't match in color. The seller has no right to refuse you, because "the hat fits you." No examination of caps.

In addition to specific reasons for the return, there are other conditions. Goods without defects can only be returned if you:

1. Did not use the purchase, did not stain or break anything.
2. They did not cut off the factory labels and did not break the seals.
3. You can prove that you bought from this store.

Documents for exchange and return

There is no specific list of documents for exchange and return. But there are conditions that must be met in order to get what you need from the seller, and in which case win the court.

Purchase confirmation. Best of all - cash or sales receipt. He will confirm that you have entered into an agreement with a specific seller and bought this particular product from him.

If there is no receipt, this is not a reason to refuse you an exchange or return. Usually sellers are well aware of this, but just in case, remember the reason: paragraph 1 of Art. 25 of the Consumer Protection Act. This is your trump card.

Application for an exchange or return of goods. good habit- make any requests on paper. No honesty or verbal promises. If something goes wrong, the statement will prove that you came to the store and asked to first exchange the product for a similar one, and then return the money.

If the seller refuses to accept the application and put his name and signature on your copy, then you will have to write a claim - about it a little later.

Passport for refund. If the seller agreed to return the money for the goods, then in addition to the check, you will need a passport: it is needed to process the issuance of money from the cash desk. The seller can also ask you to fill out a return application in its form: entrepreneurs are strict with cash discipline. This is a reasonable request - follow it to get the money faster.

Large chain stores usually have their own forms for such applications, and the cashier always has the forms. If you are returning an item to a small store and you are not sure if there is a suitable form, you can print the application in advance. In two copies - one will remain with the seller, the other you will take with you.

Some sellers do not want to exchange goods or give you money. Therefore, they look for options for refusal and find fault. Sometimes their reasons are very convincing and logical, but illegal. Here are a few examples where an exchange and return is still possible, although many come across.

What to do, if

Opened the package

When sellers refuse to return or exchange a purchase, they most often refer to the fact that you have already opened the package and it has lost its presentation. This is illegal: there are no packaging conditions in the return policy. If you have opened or even damaged the box, the seller will still not be able to refuse you an exchange.

For example, you do not lose the right to exchange a wallet or a belt if, in a fit of passion, a beautiful branded packaging is torn. If the seller is indignant - “You should have thought what you were taking!” - answer: “I needed to check the size of the wallet with the pocket of the bag, and it does not fit. And the belt had to be measured with trousers - it turned out to be too wide and did not fit in style and size. By law, I have the right to do this - an opened package is not a reason to refuse an exchange.

Despite the fact that it is your right to return the goods in damaged packaging, show care for the seller and open the package carefully. It is difficult to sell a product without packaging, because the store cannot always restore the packaging so that it looks like a factory one. You will take the money, and the seller will suffer losses.

It is easier for large networks: they can return the goods to the supplier, change the packaging, sell it at a discount as a display sample or for a promotion. But the seller in the market is very upset. He may decide that you are unlikely to go to court because of the wallet and belt, will not accept the goods and will not give the money. If you take care of his interests in advance, there are more chances that you will be met halfway - people are everywhere.

What to do, if

Bought by someone else

Some sellers agree to accept goods only from the buyer. For example, if you buy something with a friend's discount card, and then decide to return the purchase, you can hear what the other person bought, so he must return, and only he will be returned the money.

What to do, if

No check

The easiest way to prove the fact of purchase is with a sales receipt or cashier's check. In order not to waste time contacting the bank or arguing with the store, you can even ask the seller to send you an electronic check by letter or sms when buying - such a check will not burn out, will not be lost, and no one will argue with it.

If you paid in cash, threw away a paper check, but did not receive an electronic one, this is not a reason to refuse to exchange or return goods. But you will have to look for other evidence - according to the law, this is possible.

Store marks on documents related to the purchase: warranty card, invoice for payment, mark of sale in the product passport.

Remains of packaging with a barcode - it is in the database of the store.

Points on the discount card- information about them can be recorded in personal account on the store's website or in the seller's database.

Witness's testimonies- if a friend or spouse was with you at the time of purchase, they can confirm this. Bringing a friend who wasn't really with you is not worth it. There are cameras in shops and checkouts, and your words are easy to check. By the way, the videos are also evidence.

Despite all the evidence, the seller may refuse to engage in dialogue: "Show the receipt or leave." If this is a cashier or consultant, ask to call the manager or manager. The higher you get, the more likely you are to meet halfway in order to protect the reputation of the store.

What to do, if

Multiple purchases on receipt

If you have bought several items and they are all in the same bill, it will not hurt to return one of them. For example, if you buy a jacket, belt, and shirt, you can return the belt, but keep the jacket and shirt.

Then the seller can take the original check from you - they will give you a copy with a note: this product was returned, but these remained with the buyer. If you suddenly want to return the jacket as well, you can do this using a copy of the receipt.

What to do, if

Purchase was on sale

Also, the return of goods does not prevent the accrual of points on a discount card or promotion. If you partially paid with points, then the seller is obliged to return only the amount paid in cash. Points in this case are either canceled or returned to the discount card - depending on the rules of the seller's sincerity program.

If you were given something as a gift with your purchase, you are not required to return the gift when exchanging or returning it. For example, you bought sneakers, and received a press roller as a gift. If you want to return the sneakers or exchange them for another model, then the roller is not required to be returned. One buyer had to defend his right to a gift in court,

True, sellers also know this trick and have learned how to arrange gifts and promotional discounts in such a way that they can sometimes legally refuse to exchange. Here, look at the situation, but if you want to achieve your goal, do not stop at the stage of negotiations with the store - move on.

Where to return a purchase

The purchase must be accepted in any store of the network - the main thing is that it be the same business entity. This is not always the case.

If the store is franchised, the name on the sign will be the same, but the owners of the stores will be different. You need to check the legal data of the store or return the purchase to where you bought it.

If the store goes into conflict

If all else fails, write a claim to the name CEO and complain about the store to Rospotrebnadzor.

The claim will record that you met the 14 days and show that you are ready to fight for your money. The seller is obliged to put the date of circulation on the claim and sign it with you. If you have a copy, he must sign it as well. If he refuses, send the claim to his legal address by registered mail and keep the receipt, which confirms the sending of the letter.

The legal address can be found on the seller's website, and if he is not an individual entrepreneur, then on the website of the Federal Tax Service. For an individual entrepreneur, the legal address coincides with the address of residence, therefore it refers to personal data and is not published in open access. If the individual entrepreneur did not indicate his address either on the sign of the store, or on the receipt, or in the contract, then the claim can also be sent to the address of the store itself. But if you return expensive thing, then it’s better to play it safe: go to the tax office and request an extract from the USRIP about the place of residence of the individual entrepreneur. Do not forget to take your passport: without it, you will not be issued an extract.

If you send a claim by mail, then the day of the appeal is the day the letter was sent. For reliability, you can duplicate the letter to the address of the nearest branch and email store: there will be a chance that they will respond faster.

There are no official templates for claims. Simply describe what happened, what you want to achieve, and why you think you are entitled to it. Refer to the articles of the law so that the seller understands that you are not fooled and know your rights. Sometimes a well-written claim is enough to get a refund. To fight with a persistent and competent buyer for any store will cost more than to give in to him.

Before going to the store, it makes no sense to make a claim: usually sellers have application forms for the exchange of goods and a refund. Entrepreneurs know what you are entitled to, so persistence and a polite request are often enough. But if you want to exchange the goods or return the money, and the seller categorically refuses or violates the deadlines, write a claim - you will have time for this.

But be sure to take your passport: passport data is needed to return the money, without documents you will be refused legally.

If the claim addressed to the management did not help, and you are determined, write a complaint to Rospotrebnadzor. Please note that she cannot be anonymous. Rospotrebnadzor will conduct an unscheduled inspection of the store according to your situation. If it turns out that you were refused illegally, the store will be fined, and you will receive your money. Sometimes it comes to court, but even there Rospotrebnadzor can protect your interests.

If you agree to return the money

If the seller agrees to return the money for the purchase, he will issue an act or invoice for the return of the goods. Keep these documents until you receive the money.

The form for drawing up the act should be with the seller, but there are all sorts of sellers. If he does not know what to write, he can say that the act is not needed: they say, he will remember you anyway, he has drawn up everything and soon you will receive the money. Do not believe such sellers: then you will not prove anything. Before going to the store, just in case, download and print your version of the return of goods report.

If you paid in cash, the seller can return the money in cash or on a card - whichever is more convenient for you. If you paid by card, then the refund will be only on the card. But if by the time of the return it is no longer valid, the money can be received in cash.

The seller has three days to return the money. Sometimes information about the return must also be transferred to the accounting department, which is located in another city or branch. They will issue documents for a refund, and then the money still has to reach from one bank to another - this does not always happen instantly. If the amount is not returned within three days, it is worth waiting a bit.

Internet orders

The described rules for the exchange and return of quality goods work for purchases in regular stores. That is when you came to shopping mall, chose a product on the shelf, gave the money to the cashier, and then changed their mind.

If the order is placed in the online store, according to the catalog or after advertising on the radio, the conditions for the exchange and return will be different. There are other terms, documents are drawn up differently, the list of exceptions for the exchange does not apply, and there are nuances with payment for delivery. For example, when buying in an online store, you can return a juicer or extend the return period to three months without lifting a finger.

How it all works, we will tell in the second part of the saga about the return of purchases.

Remember

1. If you bought something and then changed your mind, you have the right to exchange or refund the purchase, even if no defects can be seen. But the product must be in perfect condition - it cannot be used. If you have already put on shoes and there are scratches on the soles, they will not be accepted back, although the presentation is generally preserved and the other buyer will not notice anything.
2. If during the exchange in the store there was no suitable product, you can agree to be informed when it will be delivered, or to return the money. You should not immediately demand money for the goods: according to the law, you must first try to exchange it for an analogue.
3. The return period depends on the method of purchase. If before buying you were able to see and feel the goods, then this is considered a purchase in a regular store, the return period is 14 days. Sellers have the right to increase these terms, but not to reduce.
4. Not everything can be returned: there are quite a few exceptions, but they are all spelled out in the law, and are not set at the discretion of the seller.
5. Get in the habit of keeping receipts and other documents that confirm the fact and place of purchase: otherwise, you will have to look for evidence from the seller, and he may be against it. Get used to asking for electronic checks: they still go to the tax office, and they can also come to your phone.
6. If the seller refuses to return the money for the purchase, write a claim, or contact Rospotrebnadzor. If all else fails, go to court. You won't have to pay a fee, and if you win, you'll even get more money than paid.

Goods not subject to return to the seller are strictly defined and have their own characteristics. Now you can often see an announcement in stores and markets that purchased goods cannot be exchanged or returned. Such ads are found at points of sale of underwear, appliances, shoes, etc. However, non-returnable items are not all products for which the seller has set a return or exchange prohibition. The list of what cannot be returned is strictly regulated at the legislative level. . So the state protects the rights of citizens, allowing not to waste the family budget.

If you or your child bought something at a point of sale, and at home it turned out that the purchase was not at all what you needed (did not fit in size, color or defective), you can exchange or even return the goods back to the store. This is a rule of several articles of law No. 2300-1.

Just keep in mind that You can exchange or return an unsuitable purchase if:

• it has not been used;
• its presentation is preserved;
• Labels and tags are all in place.

Attention! You can return the goods within 14 days according to Article 25 of the named law.

The article also says that confirmation of the purchase at this point of sale can be not only a cash or sales receipt, but also confirmation of witnesses.

What can be returned or exchanged

According to article 25 of the above law, an exchange is possible if the purchase does not suit you:

• in form or style;
• size or dimensions;
• by configuration;
• by color.

Remember, in "The Diamond Hand" - "I would like the same, but with mother-of-pearl buttons"? This is exactly what we are talking about. They gave you a coat, but you don’t like it because of its color? You can change!

And, undoubtedly, you can change things bought for your son or daughter, which, when trying on at home, turned out to be too small or too big.

But on the contrary, here are the goods that cannot be exchanged:

• with traces of use;
• without tags and labels;
• purchased over two weeks ago.

Exchange and return of goods

Important: no more than 14 days must pass from the moment of purchase, otherwise the goods will not be accepted.

The algorithm for the exchange of quality goods is as follows:

• we check the goods for the presence of tags and labels (but not the price tag);
• we look - are there any scuffs (otherwise they recognize used);
• we prepare a check (cash or commodity);
• at the point of sale we write an application for an exchange ( );
• register an application with the administrator or seller.

Within 10 days, the goods must be exchanged.

What if there is nothing to change? Then, according to part 2 of article 25, you have the right to return the goods in exchange for money. Also register it. In this case, after you register an application for an exchange and find out that it is impossible, write an application for a refund. After 10 days at most, the money must be returned to you. And do not listen to those sellers who promise to give money as soon as the goods are sold - this is illegal!

Nuance: if you plan to receive the goods you need, you can wait for it and exchange it for a purchased, but unsuitable one.

But there are some items that are not legally returnable..

Goods not eligible for return, although they are of proper quality

It is impossible to return or exchange goods from the list approved by Decree No. 55, which was adopted back in 1995 and is still in effect. The list of non-refundable items is as follows:

These items CANNOT be returned.

• goods aimed at prevention and treatment (metal, rubber, textile and other hygiene items, tools, devices, medical devices, oral hygiene products, spectacle lenses, medicines, items for child care);
• personal hygiene items (toothbrushes, hairpins, curlers, combs, wigs, etc.);
• cosmetics and perfumery;
• textiles (woven goods from natural textiles and synthetics, non-woven materials (ribbons, lace), wires, cables, cords, construction and finishing materials (film, carpets, linoleum, etc.) and similar products sold by the meter);
• knitwear and garments (underwear, socks, stockings);
• all products in contact with food products(including container);
• household chemicals, fertilizers and pesticides;
• furniture (sets or sets);
• auto-moto-bicycle goods, trailers, cultivators, boats;
• machine tools, household appliances, radio electronics, photocopiers, computers, telephones, electric musical instruments, electronic toys, gas equipment (if they have a warranty);
• weapons and ammunition;
• plants;
• animals;
• non-periodical literature (books, albums, maps, calendars, etc.).

The list of goods not subject to exchange is closed by the legislator, which means that all other purchases can be exchanged or returned to the outlet.

If refused

Refusal to exchange or return goods is not so rare, because now, in the pursuit of profit, the rules and good human relations are forgotten. In case of violation of your right to exchange or return a purchase, go to the consumer protection committee.

The consumer rights department in almost all cities is located in the local administration (city or district). According to the form of the department, write a statement in two copies, where you arbitrarily describe the whole situation. Register one copy and keep for yourself.

Attach to the application:

• a copy of the receipt (commodity, cash or payment by card);
• copies of applications registered in the store.

Be sure to check that your purchase is not on the non-refundable list.

But it also happens that no one at the outlet will register or sign your statements. What to do then? Do this:

• look for two people (passers-by, buyers, acquaintances);
• draw up an act of refusal to sign ( );
• sign yourself and endorse witnesses (indicate full name and phone numbers).

If you do not want to go to the consumer protection department, you can file a violation of rights directly to the court. There is no need to pay the state duty, consumers are exempted from paying it.

Write a claim to the court ( ), attach to it (in 2 copies):

• payment receipts;
• statements.

Important: in court you have the right to demand compensation for non-pecuniary damage!