Reference
Reference
Terms of sale, sellers' replies and legal texts are full of words that rarely come up in everyday speech. Below they are explained briefly and without jargon. The definitions are simplified for convenience and follow Russian usage: if the outcome of a dispute depends on the exact meaning of a word, check the current version of the law or ask a specialist.
You need to know the terms not to argue in quotations. When you understand what exactly the seller's terms say, you simply notice earlier where trouble may be waiting for you.
Buyer's documents
- Till receipt
- A document confirming payment. It can be paper or electronic; an electronic one is easier to keep because it does not fade.
- Seller's details
- The company name or the trader's name and registration information. You need them to know whom to address a complaint to.
- Complaint
- A written request to the seller describing the problem and making a specific demand. It is important to keep your copy marked as received or proof of dispatch.
- Witness testimony
- An account from people who saw the purchase. Russian law allows you to rely on it if there is no receipt.
Online shopping
- Distance selling
- A purchase where you do not see the goods in person before paying: on a website, in an app, from a catalogue. Special rules on withdrawal apply to it.
- Prepayment
- Payment before receiving the goods. It is common in itself, but with an unfamiliar seller without registration details it carries a noticeable risk.
- Pick-up point
- A place where the order is handed over to the buyer. It is a convenient place to inspect the parcel and record any damage at once.
- Individually defined properties
- Properties of an item made for a specific buyer. The general rule on withdrawing from a distance purchase does not apply to such goods.
Warranty and quality
- Proper quality
- The product works and matches its description. Such an item can be exchanged if it simply did not suit you, provided the conditions of the law are met.
- Product defect
- A mismatch between the product and its description, the contract or usual requirements. A defect gives the buyer separate rights, for example to a replacement or repair.
- Saleable condition
- The outward state of the item and its packaging with no signs of use. Together with seals and labels, it matters for exchanging a working product.
- Warranty period
- The period during which the seller or manufacturer is responsible for defects. Its length is stated in the documents that come with the product.
Where to use these words
- Practical
A step-by-step return procedure and the catalogue of the reference's practical articles.
- Questions
Short answers on receipts, exchanges, delivery, defects, warranty and written complaints.
- Collections
Ready-made reading routes: a big purchase, an order with delivery, digital purchases.
- Topics
Four topic groups: documents and money, returns and exchanges, online and delivery, digital purchases.
What to read next
- Questions
Short answers on receipts, exchanges, delivery, defects, warranty and written complaints.
- Practical
A step-by-step return procedure and the catalogue of the reference's practical articles.
- Home
A buyer's reference: receipts and documents, exchanges and returns, online orders, defects and warranty.
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.