How to return a washing machine to the store within 14 days

Return to place of purchase washing machine Not all buyers take risks, believing that they will have to spend a long time and a lot of fiddling around with the preparation/collection of papers. They are partly right - due to the fact that the unit is technically complex, returning the washing machine to the store within 14 days will only be possible for a serious reason. This is stated in detail in the law protecting consumer rights (Article 25), the Civil Code of the Russian Federation and the Government Decree of Russia (No. 924 of 2011) with an approved list of technically complex goods.

What reasons are required for a return?

When purchasing a washing machine, the seller and buyer confirm their obligations and rights by law - they sign an agreement. Further regulation of issues regarding purchased equipment is carried out in accordance with the Civil Code and the law “On the Protection of Consumer Rights (No. 2300-1 of February 7, 1992).

Law on the Protection of Consumer Rights No. 2300-1 of February 7, 1992 download

What are the reasons for returning purchases?

1. The machine works flawlessly, but is not suitable in size, does not fit into the interior color scheme, makes a lot of noise during operation, etc.
2. After purchasing the device, a manufacturing defect, malfunction, or some kind of defect was discovered.
3. The seller misled the buyer regarding the characteristics of the device.
4. The warranty period has not yet expired, but the unit has already broken down.

If the device is working, but you just don’t like it

In the first case, there will be difficulties with the return. The outlet is not obliged to accept a serviceable washing mashine back, however, in rare cases, supermarket employees will accommodate the customer halfway. Then the buyer can exchange the product or get a refund for it. If the seller does this, it is of his own free will, but the law does not oblige him to do this.

If a defect/flaw/defect is found

If, after purchasing a washing machine, a manufacturing flaw/defect is detected in it, and 14 days have not yet expired, the consumer has the right to:

• demand the store to return the funds within 10 days;
• return the device for repair under warranty;
• exchange for an identical device with recalculation of the cost (if there has been an increase in price);
• ask supermarket employees to make a discount comparable to the detected fault;
• repair the device at your own expense.

When contacting the store you must provide:

1. Warranty card.
2. Factory container/packaging (preferably).
3. Passport (other ID).
4. Statement addressed to the general director (owner of the outlet) or an exchange/return certificate.
5. Payment document about the fact of purchase.

If the applicant has not submitted a payment document, and the store employees have doubts about purchasing the washing mashine from them, the dispute is resolved through the court. If the defect occurred due to the fault of the client, the store has the right to refuse payment of funds.

Which product is considered defective?

A product that has any deviations is called defective. They interfere with the normal functioning of the device, spoil its appearance, and negatively affect the final result of the device.

1. The product is not complete.
2. Appearance with deviations.
3. Defects have been discovered that interfere with the normal operation of the unit (for example, if the drum is electrocuted, a knocking or clanging sound is heard in the machine, etc.).
4. There are defects that do not satisfy the customer's needs.
5. The characteristics of the device do not correspond to those approved in the accompanying documentation.
6. The machine parameters do not comply with the specifications (GOST).

If the washing mashine was purchased on credit

When returning a credit item, the client, in addition to the guarantee certificate, payment receipt, identification card and application, attaches to the claim:

• collateral agreement or photocopy of the loan agreement;
• proof receipts indicating payment of the loan amount and interest;
• bank certificate with the remaining amount and amount of debt.

If 14 days have expired from the date of purchase

If flaws/defects/defects are discovered 14 days after purchasing the product, the customer has the right to claim repairs under warranty. Refunds are made on the following grounds:

• the device has serious drawback;
• the fault reappeared after repair;
• the service center did not meet the allotted time (the device spent over 45 days under repair);
• the consumer was never able to use the product due to its frequent breakdowns, as a result, over 30 days in total were spent on troubleshooting the faults during the year.

How to return a product under warranty?

There are situations when the washing machine has already been repaired, 14 days have passed since the date of purchase, but the unit still works poorly. Or during the year the device, being under warranty , spent more than 30 days in the workshop in total. In such cases, the product can be safely returned to where it was purchased.

The seller, who does not agree with the customer's complaints, conducts an examination at his own expense. If the defect is confirmed, the seller pays for transportation and diagnostics, if the machine is in good working order, the costs of the examination are borne by the buyer. If the issue is resolved in favor of the client, the store is simply obliged to return the money spent or exchange the purchase for a similar one within 10 days.

If the machine was purchased in an online store

According to the "Rules of Distance Selling", you can return the purchased machine to the online store. The only category of non-returnable goods are items made to order, according to individual sketches, etc.

Main conditions for return:

1. If the buyer signed upon receipt of the goods, he can return the device to the store within 7 days.
2. If the delivery occurred without a signature, the goods are returned within 30 days.

In addition, the client has the right to demand a refund from the online store even before receiving the goods he ordered.The buyer also has 7 days to return an order that does not fit in size, color, etc. If the seller ignores or refuses to return the funds, the client has the right to file a complaint with the relevant authorities. But first you can try to come to an agreement and resolve the dispute peacefully.

Refund procedure

To the buyer who decides to return the money for washing machine, there are a few simple steps to take:

1. Make a written claim and send it by registered/valid or email to the seller’s address. The application can also be delivered in person.
2. The application to the online store is sent by email or by filling out a special form on the website (if available).
3. Regular stores, according to legal grounds, are required to consider the claim and make a decision within 10 days, virtual retail outlets - within 30 days.
4. The client is notified of the decision by telephone or in writing.
5. If after the expiration of the period the buyer has not received a response from the store, he has the right to complain to the competent authorities.

How to write an application?

There is no specific template for filing a claim, but over many years of practice, a certain scheme for filing an application has been developed. So, in a return claim for payment of finance/exchange of goods, you must indicate:

• Full name of the buyer, residential address, methods of communication, personal signature;
• date and cost of purchase;
• name of the store/outlet;
• product characteristics: name, series number, model;
• reason for refusal of the goods (describe all defects);
• requirement for the goods to be accepted by the store;
• list of attached papers;
• dating of the claim, signature with transcript.

You should attach copies of the receipt and warranty certificate, and, if available, the invoice. If there are no receipts for payment for the device, you can use witness testimony, video data from cameras, or a computer database storing information about the purchase. The claim is formed in 2 copies. On the form for the client, the store employee puts a mark on the acceptance of the application. With this form, the buyer can appear in court in the future (if necessary).

If the seller refuses to accept the claim

It happens that the store refuses to refund the client's financial costs or exchange the goods. In such a situation, you should file a complaint with the higher management of the supermarket. If the store is a branch of a retail chain, complain to the main Moscow office.

If the buyer's request is not satisfied, you can safely contact either Rospotrebnadzor or the Society for the Protection of Consumer Rights. Here they will help you formulate an effective claim/lawsuit/appeal and select the required documentary base. This way the conflict will be resolved much faster. Rospotrebnadzor can order an inspection of the store and impose penalties in case of a clear violation of the client's rights.

Contacts of prosecutor's offices located on the territory of the Russian Federation, the schedule of reception of citizens by officials are on the official resource of the prosecutor's office of the Russian Federation. There is a website called “Dobrodel”, where any complaints from citizens are accepted.

How long does it take to process a claim?

The time frame for considering applications from clients varies - it all depends on the buyer’s requirements, the complexity of the examination, etc. However, certain standards have been established when the seller is obliged to make a decision and notify the client about it.

1. If the consumer wishes to return the money spent on a rejected washing mashine, the seller is obliged to respond within 10 days. During this time, all necessary checks are carried out.
2. If the customer agrees to exchange the product for one of similar value and characteristics, the store is obliged to consider the claim within 7 days.
3. If during the diagnostic process it turns out that the buyer is to blame for the breakdown of the product, the client will be refused acceptance of the device and payment of money.
4. If the device was in working order, but was damaged as a result of delivery to the client’s home, the store has the right to refuse compensation to the buyer.

Conclusion

Return of purchased washing machines possible, although associated with minor difficulties. A buyer who has complaints about both the quality of the product and the seller needs to prepare to face refusals to pay or exchange funds. If this happens, it is recommended to seek legal assistance.