Questions
Answers to questions
This page gathers the questions buyers ask most often: about receipts and exchanges, orders with delivery and what to do if a product turns out to be faulty. The answers are short and based on the Russian Law on Protection of Consumer Rights; rules elsewhere may differ, so check the law where you buy. If your case does not fit a general answer, that is a reason to consult a specialist.
The question "can I return it?" almost always turns into two others: does the item work, and how many days have passed. Once you answer them, you usually already know which rule applies to you.
Receipts, exchanges and returns
How many days do I have to exchange an item that did not suit me?
Under the Russian Law on Protection of Consumer Rights, non-food goods of proper quality can be exchanged within 14 days, not counting the day of purchase. Conditions: the item has not been used and has kept its saleable condition, consumer properties, seals and factory labels.
Can any product be exchanged?
No. The Russian government has approved a list of goods of proper quality that cannot be exchanged. If you are unsure whether your purchase is on it, check the current version of the list before going to the store.
What should I do if I have lost the receipt?
Under Russian law, not having a receipt does not take away your right to rely on witness testimony. In practice, other traces also help: a card statement, an electronic receipt, an order email, correspondence with the seller.
The seller says they do not accept returns. Is that right?
A seller's notice does not override the law. Clarify the grounds, a working product or a defective one, and calmly refer to the Russian Law on Protection of Consumer Rights. If the conversation goes nowhere, move on to a written complaint.
Online orders and delivery
Can I cancel an online order?
Under Russian consumer law, for a distance purchase you can withdraw at any time before delivery and within 7 days after it. If the seller did not provide written information on the return procedure and deadlines on delivery, the period extends to 3 months.
What if the item was made specially for me?
The rule on withdrawing from a distance purchase does not apply to goods with individually defined properties, that is, made for a specific buyer. Before ordering such an item, check all its parameters carefully.
How should I accept a parcel?
If possible, inspect the packaging and contents on delivery. If the box is damaged or the wrong thing is inside, photograph it at once and ask for the problem to be noted in the delivery documents.
How can I tell it is risky to prepay a seller?
Warning signs: no registration details, no description of the return terms, pressure to pay quickly, requests to transfer money to a personal card or to move from the official channel to a messenger. In such cases it is better to walk away from the deal.
Warranty, defects and complaints
What can I demand if the product is defective?
The Russian Law on Protection of Consumer Rights gives the buyer several options, in particular replacement, repair, a price reduction or a refund. You decide which to choose, but the demand must be stated clearly to the seller.
Do I need to keep the packaging if the item is faulty?
For claims about a defect the packaging is usually not the main thing, but it can be useful for transport and inspection. Until the issue is resolved, it is better not to throw it away.
How do I write a complaint?
Describe who the seller is and who you are, which item was bought and when, what the problem is and what you demand. Attach copies of documents and keep a copy marked as received or proof of dispatch.
Where do I turn if the seller refuses?
In Russia, compliance with consumer rights is supervised by Rospotrebnadzor. You can get explanations from a consumer advice centre, and in a complex dispute it is sensible to contact a lawyer.
What to read next
- Practical
A step-by-step return procedure and the catalogue of the reference's practical articles.
- Reference
A buyer's glossary: saleable condition, distance selling, product defect and other terms.
- Topics
Four topic groups: documents and money, returns and exchanges, online and delivery, digital purchases.
What this text is based on
- Russian Federation Law "On Protection of Consumer Rights"
- Rospotrebnadzor: materials for consumers
- Rules for the sale of goods (general provisions), Russia
Consumer rights rules change from time to time, so before an important decision check the current version of the Russian Law on Protection of Consumer Rights and the specific seller's terms. Rules differ from country to country, so if you shop elsewhere, check the law where you buy. This reference describes general rules and does not analyse individual cases.