To buy goods in the online store can be simply and quickly, but how about a refund? If with offline retail outlets all clear (came, had a row, if needed, and returned goods), then with the sites, the base of which is located in another city, the return process is more complicated.
In fact, hand over the goods to an online store is quite simple, especially if you know the legislative basis and strictly follow all the rules.
purchase of putting the rules in the online shop are registered in the RF Law "On Protection of Consumers' Rights. Article number 26.1, which is called "Remote method of selling goods" specified standards sale of products that are required to comply with every online store (the original text can be read here):
1. The seller must provide the catalogs, brochures, photos and video - all through that we can show you the goods on the site. After that, you enter into a contract with him sale.
2. Prior to registration of the transaction the seller must tell you:
- about the product and its properties;
- the location of the seller (provide address);
- the firm's name;
- the cost and terms of purchase;
- about life and shelf life;
- warranty;
- about payment methods;
- the time to sign the contract.
As a rule, all this information is available on the website. If not, you can refer to the law and required to make the necessary information.
3. Together with the goods to be delivered have information about it in writing. Full list of information that you should be familiar, can be read in Article number 10.
4. After receiving the package, you can return it for a week.
If you have not yet handed over the goods purchased, you can withdraw it at any time.
Note: If in the parcel there was no paper showing the order and timing of the return, you can send the order back within three months.
Inattentive sellers win only due to legal illiteracy customers.
Of course, you can return the item only if you keep it safe. It should look and work the way after purchase. Yet you must have a document that proves that you bought the item in a particular store on certain conditions.
purchase of fact can be proved in another way. After receiving the order does not dispose of the invoice, packing (she will need, if you send the product back) and payment checks.
You can even take a screenshot of online store, where there are rules of sale and return, and the picture is a personal account with the purchase. It may help if it comes to court.
Things that have been tailored or made according to your parameters, can not be returned if they do not have any flaws.
If you reject the goods online store is obliged to return the amount paid under the contract (cost of the seller to deliver you will not be paid). money will be available not later than 10 days the time of application.
5. If you sold a product with flaws, you can exchange it for another (qualitative or the right size) in two weeks. Of course, it is necessary to maintain a proper view of the purchase, all the labels, seals and receipt.
During the week from the moment that you need to replace the goods, Internet-shop is obliged to do so. If the seller wants to make an examination, the replacement period is extended to 20 days. If he has simply not on that product change due to lack of products in stock, you will have to endure a month.
At the end of the first paragraph Article number 21 stipulates that if the seller is able to carry out the replacement of only 8 days and more, three days since the requirements it must give you the same goods for temporary use.
The remaining provisions and regulations concerning the return and payment of the order, you can look for in Articles 18-24 of the Federal Law "On Protection of Consumers' Rights.
If we are talking about the Ukrainian legislation, will have to read the Law of Ukraine "On Protection of Consumer Rights", or rather, two articles of the second section: number 12 "Consumer rights in the case of a contract is commercial or office space" and number 13 "The right of the consumer in case of a contract on distance. "
How to be a discount?
If you bought the goods at a discount, on sale or action, it could just as easily return or exchange if the quality of pumped up.
The seller can warn you about defects, explaining that a reduced price. Then it is necessary to ask for a list of deficiencies in writing, that there are no unpleasant surprises.
If in addition to these defects you find something else, feel free to turn in the purchase of the store.
How to return an item
So, you came not something that I wanted, and you decide to return an item. The first call to the online store and tell us what is wrong. Better, of course, pre-read RF ZoZPPTo make sure that they are right.
Frighten seller legally correct and, if he does not agree, say the magic word "Rospotrebnadzor". It should help.
If a manager says that you do not have the right to return your purchase (tights or underwear), know that it is a fraud. For stores offline and really set the list of goods that can not pass, but online shopping it does not apply. So that you can restore everything, as long as you do not wear and not used.
So, if the conversation with the seller passed unproductively, make a written request for the return (for example, you can see here) And send it by registered mail with notice of receipt. Do not forget to attach the necessary documents (copy of the receipt, warranty card and registration certificate).
What to do if you need expertise
If you claim that the product is of poor quality, and the seller does not agree with you, it may require examination. You do not have to give money. Tell the seller the date and time when you can transfer purchase, and he has to send the goods to the expertise and pay for it.
If the online store does not agree to return the money, even though you've done everything right, do not worry. The longer it drags, the more will end up paying. Article number 23 ZoZPP Russian Federation states that the violation of Articles 20-22, as well as any failure or delay in the implementation of customer requirements will cost unscrupulous sellers to 1% of the price of the goods for each day of delay.
So, if you saved the presentation of purchase, packaging, all the documents and filed a demand on time, and you do not agree to return the goods, to go to court - the law is on your side.
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