The exchange of non-food goods of proper quality is carried out. How to return the purchase that broke out

Each buyer came across a common problem: purchased goods, but it turned out to be not suitable or simply broke out. How to do in this case? Is it possible to return the purchase to the store and not explain the reasons?

Dear readers! Our articles tell about typical ways to solve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call by phone free consultation:

The receiving party should sign on your instance, specifying the date of reception of the document, place of work, name and position. If an attempt to figure it out independently will be crowned with success, then.

Also You can seek help in Rospotrebnadzor or consumer protection society. There you can give you the necessary legal advice on the pre-trial settlement of the dispute, as well as assist when submitting the claim and the protection of interest in court.

By committing an unsuccessful purchase, many think about the possibility of complying with the return of goods. Conditions for the return of acquisition and terms are established by the Law on Consumer Protection (hereinafter - the law). The interests of both parties, the buyer and the seller are taken into account here.

What depends the return period

1. Return of goods of proper quality.
2. Return of goods inappropriate quality.

At first option, a thing that does not suit the client can be returned one or more of the following parameters: in shape, dimensions, a storm, color, and so on.

• the product is new, it means that it was not in use;
• consumer properties, freed output not lost;
• not changed completeness (available all tags, labels, packaging, instructions, etc.).

Return will not be able to food and products from the list approved by the Government Decree N 55.

In the second case, the products that have different disadvantages are revealed. For example, clothing defects, shoes detected in the wearing process.

Return quality product

The deadlines for the return of goods of proper quality are regulated by Art. 25 law. The buyer can return or make the exchange of high-quality goods before the expiration of 14 days. The first days of this term are the day, following the day of purchase. However, the client can also contact a similar statement in the store a day when a purchase was made. In case the change has not ended, the return of money for the goods comes from the same cashier, which issued a check. Consequently, the appeal to the store with the problem under consideration on the day of purchase is the fastest way to resolve it.

It is important that in the case of the return of the quality product, the seller if it has products with similar characteristics, suitable for the client in size, style, etc. Indicators, produces the exchange of goods to suitable. If this product is not available, then at the request of the buyer, the timing of the exchange of goods is postponed before its receipt or returns the purchase price.

Dates of the return of money for goods of proper quality - 3 days.

Returning the acquisition to the store should be a statement in 2 copies (1 for each of the parties), on the buyer's instance, the store representative is put on receiving its copy.

• passport;
• certificate of a serviceman, police officer;
• stamp passport and others.

Return of poor quality products

When identifying defects in a purchased thing, the consumer has the right:

1. Refuse the product, demanding a cash reimbursement of its value.
2. Complete replacement with a similar product or other model, given the possibility of surcharge or compensation of the difference in value.
3. Require reducing the price of poor-quality products or eliminating the identified defects at the expense of the store.

What time do you can return the goods to the store when the marriage is identified and declare the seller about your requirements?

If any deficiencies in the acquired thing have revealed, then this product should be returned to the trade enterprise. Usually poor-quality products are subject to return during the period during which the warranty is valid. As a rule, it is prescribed in a warranty coupon in the implementation of the sale. If this period is not defined, then under the reasons under consideration, the store client may submit the requirements for the period up to 2 years from the date of purchase of the product, the quality of which does not correspond to the stated.

The warranty period should be considered from the date of the transfer of the thing to the buyer, if there is no documentary confirmation of this event, then from the day of the product. For seasonal products, the warranty period is considered from the beginning of the corresponding season, taking into account the climatic zone in which the client lives. For example, for winter goods acquired during the summer, this period in the middle lane will begin on November 1.

The deadline for the return of money for the goods of inadequate quality is established by Art. 22 of the law. It is 10 days from the date of consumer circulation. If the seller has not performed the legal requirements of the client in the prescribed period, it will have to pay a penalty that makes 1% of the purchase price for each day of delay.

The term of refund depends on whether the expertise of the goods was appointed.

If a simple marriage is revealed, for example, the shoes take off the sole, this thing can be accepted to return without appointment of expertise.

If there is a complex drawback, the examination is assigned necessarily. For complex goods, its duration is up to 45 days from the date of claim. According to the results of the examination, a decision is made to meet the requirements of the buyer or a motivated conclusion is drawn up in writing.

Separately, it should be noted that the return of acquired overdue foods, medicines, perfumery or household chemicals is made immediately, as these products must be absent on the shop windows.

Remote purchases

Signally different conditions set to return products purchased in online stores. How much time the client can spend on solving the issue of returning quality goods in this case?

According to Art. 26.1 of the law The return period of the goods includes all the time before receiving the purchase by the client and another 7 days from the date of receipt of the product, and if the deadline and the return conditions have not been reported to the client in writing, that is, under the painting, the return time of the purchase increases to 3 months.

It is impossible to return only products with individually-specific characteristics under which bought items can be used by a particular person.

Requirements for the return purchase do not differ from those established for goods purchased by the traditional way.

Returning money to the customer is made by the seller within 10 days. Shipping cost is not refundable.

The refund of defective products purchased through online stores is regulated by Art. 18-24 of the law and corresponds to the previously stated information.

The timing of the return of goods by the client was regulated by law. In the formation of controversial situations or in the situation of inaction, the representative of the store may require consultation of a lawyer or appeal to the court to protect their interests.

The Federal Law "On Consumer Rights Protection" is the main regulatory act regulating the buyer's interaction with the seller. As practice shows, the relationship between market participants is complicated most often because of the arbitrariness from the sellers or due to the ignorance of the legislative norms by the buyers themselves. If the latter will know their rights, the number of controversial or problematic situations will decrease several times.

It should be known that not only goods of improper quality are subject to return / exchange. In certain situations, under compliance with some mandatory conditions, the buyer can return / exchange and high-quality goods. Naturally, the majority of sellers will oppose the implementation by buyers of such rights. Plus, in some cases, buyers require a refund of the funds completely illegally.

Requirements for refund

Before the requirements for the seller, the buyer must make sure that the goods acquired by them meets all the prerequisites. In accordance with Art. 502 of the Civil Code of the Russian Federation, first of all, the goods must be non-food. Food products (in particular, food, drugs, and so on), being qualitative, are not refundable under any circumstances. For example, if a package of milk of proper quality was purchased, it cannot be returned to it back or exchange to a similar one. Dates that have passed since the purchase will also not have meaning.

We recommend contacting only large, well-known, and proven online stores, leading their activities open, and having a permanent legal address. We recommend contacting the shops that provide a manufacturer's warranty - this confirms the fact of the "white" import of goods. The price is higher there, but you can be confident in the reputation of such a store.

The big advantage will be the presence of a support service, whose task is to give answers to questions of consumers. Plus, there are many intermediary firms (Internet sites) today, which act as guarantors within remote transactions. On similar resources there are all basic information regarding the online store, so the consumer can verify it even before making a purchase.

Finally, it is extremely recommended to work only with those online stores that are registered on the territory of the Russian Federation. Cooperation with foreign sellers - almost always involves increased risks for the buyer. The store can be very famous, and with a large number of regular customers. But in the event of disagreements, something to prove or defend its trifle from the Russian consumer, in the Russian court most likely will not work.

If the online store is foreign, then even filed in the territory of the Russian Federation and a fully satisfied claim in its respect can give a zero result. Today, an effective tool for legal interaction on issues between states has not been developed. Therefore, the buyer will remain at the previously acquired product, and the online store will continue its activities as it was before.

Being on the website of the online store:

• see, whether information about the legal entity is available on the site, on behalf of which the seller operates. If there is a reference to LLC on the site, check here to check yourself and counterparty if it is not eliminated
• call the seller and ask whether the warranty is provided to the product. The warranty should be the manufacturer, and not the "Seller Service Center" - as you understand the level and quality of service there is very often "zero" (if you are ready to buy goods without a manufacturer's warranty, you can skip this item)
• during the call, specify which documents will be transferred to the goods. If the seller immediately informs about smaller numbers, then it is better to give up from buying. It must be:
  • cash check (always)
  • invoice (always)
  • warranty card (if the goods have a warranty period)
  • treaty (optional)

Starting from July 1, 2017, online stores were divided into those who need an online ticket office and those who do not need it.

Online box need:

In case the online store carries out the sale of individuals who pay:

• in cash;
• bank card;
• through the form of online payments on the site;
• in the bank through the form of PD-4;
• through own Courier service online store.

Online cashier is not needed:

If the online store carries out sale individualsbut does not take money from them directly:

• by delivery, third-party courier service is engaged in outsourcing, and exercises further calculations with the online store, while the store has no forms of online payments on the site. Cash check at the same time must be issued by the staff of the courier company
• the intrinsic store works only with legal entities by accepting payment for its current account.

Taking the goods from the courier before you give money to him, you need to make sure that the completion of documents

If you make a large purchase and evaluate the risk that for some reason you may have to demand your rather big money back in the future, we recommend checking all the points specified below for their compliance with the written. In the case of a trial, it will be much easier for you to prove that the goods were bought from this company and precisely such money was paid for it.

• the cash receipt - must contain the amount you pass to the courier and the name of the company's courier service or the seller, depending on the courier by the mining employee of the seller or the courier company on the outsource. If you take the goods at the pickup point, then the cash check you must punch there
• trade check or invoice - must contain the name of the goods, the name of the seller's company (deposit with the name you have been checked for Lycividation - if you have seen another LLC, I looked at the information about it and found out that it was lycified - boldly refuse to buy - you are most likely fraudsters), seller printing and signature company seller
• the warranty card - must contain the seal of the seller (you can no signature), it is the seller, and not the manufacturer. An empty warranty card for anything does not oblige anyone
• agreement (optional) - may not be concluded, because The presence of a cash receipt confirms the fact of legal relations with the seller, however, as we wrote above, in the case of the sale of goods by the remote way, the seller must bring to the attention of the buyer "Order and deadlines for the return of goods of good quality." Therefore, see the documents for the presence of conditions about 7 days to return the goods (if there is no such item, it "plays" in your favor - the return period is increasing in 3 months). Also look, it does not contain any phrases that "the goods purchased not by the remote way" - if you are asked to sign in this - boldly refuse - you are most likely fraudsters

If you make a minor purchase, then you can generally "close your eyes" on any items, because Failure to comply with the law - these are not your problems, but a seller, but even in this case we recommend refusing to buy if:

• the company-seller, indicated in the press, is liquidated or does not exist
• You do not pass a commodity invoice or a commercial check or a cash check, where it would be indicated, what exactly do you buy, who and for what amount. This document must contain the seal of the seller and the signature of his representative.
• manufacturer's warranty is important for you, but the seller refuses to put his stamp on it

ENJOY THE SHOPPING!

20.03.18 365 497 4

If you buy in the market or in the mall

This is a topic for a separate article, and we will return to her. In the meantime, let's talk about the purchases that everything is in order - they just didn't need.

Exchange term. When you buy something in the usual store, and do not order on the Internet, you have 14 days to exchange goods to a similar, such as other color, size or style. This period includes weekends and holidays.

If the last day of the term turned out to be non-working, under the law the term is extended to the first working day. But with the deadlines there are its subtleties. For example, if it ends on Sunday, and you came to the store on Monday, you may say that this Sunday worked the store, so you all missed.

The St. Petersburg City Court in a similar case decided that Sunday is a general weekend and buyers should not adapt to the schedule of stores. But not all courts agree with such logic. Therefore, with the exchange and return of purchases it is better not to pull.

How to return money. If there is no similar product, the store is obliged to return the money. This can be used to abandon the purchase. Let's say you bought black sneakers, and a week later we decided that in vain spent money: you already have two pairs, moreover, new are not suitable for jeans. To return an unnecessary purchase, first ask to change the sneakers to a similar product, which the seller is not exactly.

You are not obliged to explain why suddenly wanted lilac sneakers. In the store it seemed to you that they would fit black, and at home you realized that only lilac can be worn with these jeans. This is a legal requirement, even if the sneakers of the perfect quality, approached you in size and in the store you asked for a black seller. It did not fit the color and it turned out only at home - it happens.

Causes of exchange and refund. The exchange works if the purchase did not fit in shape, dimensions, styles, color, size or configuration. The list of reasons for the exchange or return is closed - it is impossible to invent your own. Tell the seller that the goods did not fit in shape, dimensions, styles, color, size or configuration. In order for the seller to be unable to find fault with your words, the reason for the return should be from this list.

If you say that the coat is not fashionable, the seller can answer that there is nothing about the fashion in the law, therefore it is better to say that it is not suitable for the style. Do not say that sneakers are not combined with jeans, it is better to say that they are not suitable for color. The seller is not entitled to refuse you, because "the hat is fit to you." No examination caps.

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

1. I did not use the purchase, I did not drink anything and did not break.
2. Did not cut the factory labels and did not break the seals.
3. You can prove that they bought in this store.

Exchange Agreement. If you really need lilac sneakers and in the store they sometimes happen, ask to report when they are delivered. Agreement must definitely fix on paper so that the seller could not say that the cooling period has passed. Describe the situation on paper, specify the maximum time limit for exchanging, write down and ask for the Seller's sign. Document Make up in two copies, leave a copy from you.

Where to return. The purchase is obliged to accept at any network store - the main thing so that it was the same entity of entrepreneurship. It does not always happen.

If the store works on a franchise, the name on the sign will be one, and shop owners are different. You need to check the store's legal data or return the purchase to where they bought.

We tell how to save, spend less and earn more

Which products can not be exchanged and returned

The cooling period is valid only for inedible purchases: clothing, shoes, furniture, equipment. In the law, such goods are called non-food. In Ashan - "Non-Foods". But here, too, not everything is simple.

There are goods that will not work back or exchange if everything is in order with them. This is, for example, cars, cosmetics, perfume, medical products, medicines, plastic dishes, underwear, books, jewelry, washing powder, orchid in pot, kitchen set. It will not work back and technically complex household appliances: phones, tablets, laptops, multicookers, electric fireplaces. Full list - in the Government Decree.

Sellers cannot add their exception options to this list. Even if the announcement is posted that the sneakers are not subject to exchange, it is illegal: you still have the right to change them on white, lilac or the same, but for three sizes more.

Sellers enjoy the inattention of buyers and violate their rights. But if you know the nuances, you will easily change the product or take the money, even if the seller is very convincing, and the product seems to be listed in the list of exceptions. We will analyze on the examples.

Exchange and return of bed linen and accessories

The list of exceptions is important every word. For example, the return "Textiles; Cable products (wires, cords, cables); Construction and finishing materials (linoleum, film, carpet) and other goods released on the Metrap. "

If you want to exchange a blanket on the same, but larger, the seller will joyfully show this item List and says that this is a textile product, so it is impossible to exchange or return it. But if you read, it can be seen that the seller is wrong. The text we are talking about goods that is measured in meters, and do not sell individually, and this applies to everything that is listed in paragraph. Blankets are not sold on the Method, so item 4 does not apply to it.

Then the seller will get another trump card and say that the blanket allegedly falls into 5 exceptions - this is a sewing lounge. But you have something to answer. According to GOST, the blankets and pillows are not lingerie, but bedding. A duvet cover, sheet and pillowcase you could not exchange, and the pillow and blanket are obliged. How do you like breeches, Ilon Mask?

Furniture exchange and refund

With furniture even more confusion. The list of exceptions has "Household furniture (furniture headsets and kits)." This phrase means that if you bought a set of stool and table, then it will not be taken back, and if the chair and the table separately are obliged.

It is difficult to determine the kit you bought or several separate items. For example, sellers often refer to the furniture GOST: on it, if there are one style from different items, this is a set. But the set is not yet a set, and sometimes it can be returned.

So that the set becomes a set, its parts should be sold together and serve one goal. The easiest example of the set - headset. The goal of the headset is to equip a specific room or zone, such as the kitchen. Parts headset separately do not sell. Return the headset will not work - not all right or in parts. But sometimes everything is so confusing that only the court can figure out.

If you are not sure that the chair and the table are suitable for the interior, make sure that they are indicated by different positions in the check and each had its own price. You can take a picture of the price tag: an additional argument does not prevent. If the seller will understand that you know your rights, more chances that he will not argue with you and return the money.

Exchange and refund

The most difficult - technique. The list contains "Technically complex household goods to which warranty periods are established." But not the whole technique is a household: sometimes there is a chance to exchange it or pick up money.

Echo sounder is not household appliances

The amateur of the underwater hunt bought a fishing echo sounder, and then wanted to exchange it to a similar, but with greater depth of scanning. The seller refused him: technique without defects to exchange and return it is impossible. But the court did not agree with the seller: echo sounder does not apply to technically complex household goods. This is the navigation device, and it can be returned. Here is a court decision.

Also, not the whole technique is technically difficult: for example, the electrical juicer will not exchange, but the mechanical metal can be tried.

All products that are considered technically difficult are indicated in the Government Decree, but there are also common terms and not everything is clear. Sometimes only a specialist or court will be able to distinguish a technically complex product from simple.

But this is all about rights and laws. In life, shops are struggling for customer loyalty, so it may well take a purchase back - even if it is in the list of exceptions. If you want to exchange or return a multicooker, first ask the seller what he thinks about it. It can save a bunch of time and nerves on lawyers and courts.

Documents for sharing and refund

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

Confirm purchase. Best is a cash register or commercial check. He will confirm that you have concluded an agreement with a specific seller and bought this product from him.

If the check is not, it's not a reason to refuse you in exchange or return. Typically, the sellers know this well, but just in case, remember the base: paragraph 1 of Art. 25 of the law on the protection of consumer rights. This is your trump card.

Application for exchange or refund. Good habit - make up any requests on paper. No honest words and oral promises. If something goes wrong, the application will prove that you came to the store and asked first to exchange the goods to a similar one, and then return the money.

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

Passport to refund money. If the seller agreed to return money for the goods, then besides the check, you need a passport: it is needed for issuing money from the box office. The seller may also ask to fill out a refund statement according to its form: with the cash discipline of entrepreneurs everything is strictly. This reasonable request is to fulfill it to get money faster.

In major network stores, usually have their own forms for such applications, and the forms always have a cashier. If you return the goods to a small store and doubt that there is a suitable form, you can print a statement in advance. In two copies - one will remain at the seller, then take with you.

Some sellers do not want to change the product or give you money. Therefore, they are looking for options for refusal and quit. Sometimes their reasons are very convincing and logical, but illegal. Here are some examples when the exchange and return is still possible, although many come across.

Where and when will be returned

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

The form for drawing an act should be from the seller, but sellers are all sorts. If he does not know what to write, it can say that the act is not needed: they say, he will remember you, everything designed and soon you will get money. Do not believe in such sellers: then do not prove anything. Before going to the store just in case, download and print your version of the Act on the return of the goods.

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

For the refund from the seller for three days. Sometimes the return information must still be conveyed to the accounting department, which is in another city or branch. There will issue documents for a refund, and then money must come from one bank to another - this is not always happening instantly. If the amount has not returned in three days, it is worth a little wait.

Complex cases

Return the goods without packaging - you can. When sellers refuse to return or exchange a purchase, most often refer to the fact that you have already revealed the packaging and she lost its freight look. This is illegal: in return rules there are no packaging conditions. If you opened or even damaged the box, the seller will still not be able to refuse to be in exchange.

For example, you do not lose the right to exchange a wallet or a belt if passion is broken up with a beautiful corporate packaging. If the seller is indignant - "I had to think that you would take!", "Answer:" I needed to rented the size of the wallet with a pocket bag, and it does not fit. And the belt was needed to take the trousers - he was too broad and did not fit on the style and size. By law, I have this right - the open package is not a reason to refuse to exchange. "

Despite the fact that returning goods in damaged packaging is your right, take care of the seller and open the packaging gently. Sell \u200b\u200bthe goods without packaging is difficult, because the store does not always restore the packaging so that it looks factory. You will take the money, and the seller will incur losses.

Large networks are easier: they can return the goods to the supplier, change the packaging, sell it at a discount as a showcase sample or by action. But the seller on the market will be very upset. He can decide that you are unlikely to go to court because of the wallet and belt, will not accept the goods and will not give money. If you take care of his interest in advance, more chances that you will go to meet - people everywhere.

Return the goods if I bought someone else - you can. Some sellers agree to accept the goods only from the buyer. For example, if you buy something along a friend's discount card, and then decide to return the purchase, you can hear that I bought another person, so he should return, and the money will be returned only to him.

Return the goods without a check - you can. Prove the fact of purchase is the easiest wholesale commodity or cashier check. In order not to spend time on contacting a bank or a dispute with a store, you can also buy a seller when buying a seller to send you an electronic check with a letter or SMET - such a check will not be uptown, no one will argue with him.

If you paid in cash, the paper check was thrown, and the electronic did not receive, it is not a reason to refuse to exchange or return the goods. But you have to search for other evidence - according to the law it is possible.

Store marks in purchasing documents: warranty coupon, account for payment, mark on selling in the passport of goods.

Packing remnants with a barcode - it is in the base of the store.

Scores on a discount card - information about them can be recorded in the Personal Account on the store site or in the Seller's database.

Writing testimony - if at the time of purchase with you was a friend or spouse, they can confirm it. To bring a friend who was actually not with you, it is not worth it. In stores and at the box office there are cameras, and your words are easy to check. By the way, the video is also evidence.

Despite all the evidence, the seller may refuse to dialogue: "Show a check or leave." If this is a cashier or consultant, ask for a manager or manager. The higher you reach, the greater the chances that you will be going to protect the store reputation.

If a few purchases are not a problem in the check. If you bought a few products and all of them in general check, it will not hurt to return one of them. For example, when buying a jacket, a belt and shirts you can return the belt, and leave the jacket and shirt.

Then the seller can pick you up with you the original check - you will be given a copy with the mark: this product was returned, but these remained at the buyer. If you suddenly want to get back also the jacket, you can do it through a copy of the check.

Return the goods purchased by stock - you can. Also return the goods does not prevent the accrual of points on a discount card or action. If you partially paid out points, the seller is obliged to return only the amount paid by money. Points in this case are either canceled, or returned to the discount card - depending on the rules of the seller's mentality program.

If you presented something with you, when exchanging or returning, returning this gift you are not required. For example, you bought sneakers, and as a gift received a roller for the press. If you want to return the sneakers or change them to another model, then the roller is not required to return. One buyer had to defend their right to a gift to court,

True, the sellers also know this trick and learned how to make gifts and discounts on the promotion, which can sometimes legally refuse to exchange. Here, look at the situation, but if you want to achieve your, do not stop at the stage of negotiations with the store - go on.

Return the goods purchased in the online store, tooBut this is another story. The described rules for sharing and returning quality goods work for purchases in ordinary stores. That is, when you came to the mall, chose the goods on the shelf, gave money to the cashier, and then changed my mind.

If the order is issued in the online store, according to the catalog or after radio advertising, the conditions for sharing and return will be others. There are other times, the documents are drawn differently, the list of exceptions for exchanging and there are nuances with payment of delivery. For example, when buying in the online store it turns out to return the juicer or increase the return period of up to three months, not stirring for it and your finger.

If you return the goods does not work, Write a claim to the Director-General and complain about the store in Rospotrebnadzor.

The claim will fix that you have met at 14 days, and will show that you are ready to fight for your money. The seller is obliged with you to put on the claim the date of appeal and sign. If you have a copy, then he must sign it. If he refuses, send a claim to his legal address by registered mail and save the check that confirms the sending of the letter.

Legal address can be found on the seller's website, and if he is not an IP, then on the FTS website. The IP legal address coincides with the address of the residence, therefore it applies to personal data and it is not published in open access. If IP does not specify your address on the sign of the store, nor on the check or in the contract, then the claim can be sent to the address of the store itself. But if you return an expensive thing, it is better to progress: go to the tax inspection and request an extract from the EGRIP about the place of residence of the IP. Do not forget to take a passport: without it will not give an extract.

If you send a complaint by mail, the day of appeal is the day of sending a letter. For reliability, you can duplicate the letter to the address of the nearest branch and the email of the store: a chance will appear, which will answer faster.

For complaints there are no official templates. Just describe what happened what you want to achieve and why you think that you have right. Refer to the articles of the law so that the seller understand that you are not flashed and you know your rights. Sometimes a competent compiled claim is enough to refund money. Fight with a persistent and competent buyer, any store will cost more than to give him.

Before going to the store, the complaint does not make sense: usually the sellers have forms for the exchange of goods and refund. Entrepreneurs know what you have right, therefore most often enough perseverance and polite request. But if you want to exchange a product or return the money, and the seller categorically refuses or disrupts the period, write a claim - you will have at this time.

But the passport must take: Passport details are needed to return money, without documents will refuse you on legal grounds.

If the claim in the name of the manual did not help, and you are determined, write a complaint to Rospotrebnadzor. Note that it cannot be anonymous. Rospotrebnadzor will conduct an unscheduled shop in your situation. If it turns out that you were refused illegally, the store is wondering, and you will get your money. Sometimes it comes to trial, but also there your interests can protect Rospotrebnadzor.

Remember

1. If you bought something, and then changed my mind, you have the right to exchange a purchase or return money for it, even if no defects are visible. But the goods must be in perfect condition - it cannot be used. If you have already worn shoes and scratches appeared on the soles, they will not accept them back, although the commodity form is generally saved and the other buyer will not notice anything.
2. If when exchanging the store did not find a suitable product, you can agree that you will be informed when it will be delivered, or returned money. Immediately demand money for the goods should not be: according to the law, you first need to try to exchange it on analogue.
3. The return period depends on the method of purchase. If you were able to see and touch the goods before buying, it is considered to be purchased in a regular store, the return period is 14 days. Sellers have the right to increase these deadlines, but not reduce.
4. You can not return everything: exceptions are quite a lot, but they are all spelled out in the law, and not set to the discretion of the seller.
5. Get the habit of maintaining checks and other documents confirming the fact and place of purchase: otherwise you will have to seek evidence from the seller, and it can be against. Get used to requesting electronic checks: they still go to the tax, and can also come to your phone.
6. If the seller refuses to return money for the purchase, write a claim, or contact Rospotrebnadzor. If nothing helped - go to court. You don't have to pay a duty, and if you win - get even more money than paid.