How to get a refund for a working phone. How to return the phone to the store after the purchase, if you do not like it? Reasons for refusal of warranty service

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A person in the modern world is constantly in touch - calls, instant messengers, social applications. In rare cases, mobile phones are treated as an attribute of a cellular network. In most situations, a smartphone is an element of style, so it is often changed to new models. But sometimes you need to return the phone to the store due to a malfunction or other circumstances. The procedure for handing over a mobile device is associated with various nuances that should be foreseen in the process.

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Legislative regulation

The procedure for returning a smartphone, including an iPhone, is quite real and is established in the current edition of 2020. If, after purchasing the gadget, a defect, a factory malfunction, is found, the user has the right to return the product. The term for sending a claim is 14 days, excluding the date of purchase. The situation is more complicated with the reason for the return - do not like the color or equipment. The legislation of the Russian Federation for each case defines the rules for the delivery of goods to the seller.

Return of Goods Consumer Rights Act

Russian Civil Code

If there is an evidence base, including eyewitnesses, that during the sale, the citizen relied on the properties of the product, then the goods can be handed over. At the same time, the seller provided incorrect information, and the instructions from the manufacturer are presented in a foreign language or have a quick guide.

Return periods

The phone is returned within 14 days by law after the conclusion of the transaction. If the smartphone turned out to be of low quality, then the delivery of the goods is allowed after 15 days or within the warranty period.

Phone return within and after 14 days

It is allowed to return the phone to the store within and after 14 days if a malfunction of the device is detected. A letter from Rospotrebnadzor from 2010 states that smartphones are not included in the list of goods not subject to exchange. However, this explanation was valid until amendments were made to and . Therefore, from March 2020, the delivery of the phone is carried out only on the basis of identified deficiencies.

Chain stores often go to meet customers, trying to level the situation of litigation. Before sending a claim and contacting Rospotrebnadzor, experts recommend writing an application for the return of the phone to the director of the organization.

In what cases can you return within the warranty period

When replacing a phone of inadequate quality within the warranty period, the seller must conduct an inspection. The result of the inspection of the mobile phone allows you to establish the guilt of the party. The user has the right to be present at the examination -.

Returns during the current warranty period are possible if:

1. The cost of repairs exceeds the purchase of a new gadget.
2. The phone was in the SC for more than 45 days within a year.
3. The defective goods were returned to the owner in violation of the deadlines.
4. The disadvantage prevents the use of the device - for example:
   • The software is "buggy" and cannot be restored;
   • the battery is quickly discharged - the reason is in the power board;
   • other.

In the event of the end of the warranty period, an examination can be carried out by a citizen, if no more than two years have passed since the conclusion of the transaction.

Consumer Steps for Returning a Good Quality Phone

A citizen needs to contact the store to return or exchange a smartphone in compliance with the deadline, i.e. within fourteen days after the conclusion of the contract. In this case, the process is faster, because on the 15th day, the request to replace the phone does not even fall under.

Step #1: Peaceful Settlement

Compromise is the least complex settlement of a problem. When contacting the store, experts recommend trying to negotiate amicably. The dialogue should be built not with an ordinary employee of the organization, but with an administrator or manager, since it is the latter persons who are empowered.

Options - to exchange or hand over a phone of good quality - are relevant for large retail stores. Small organizations or remote sites, as a rule, refuse. In this case, you need to apply with an application for a replacement, and not with a claim for a refund. Sellers do not like to transfer banknotes back, and exchange is a less painful topic for stores.

Step number 2: Drawing up an application - rules and nuances

When the store does not want to resolve the problem in a peaceful manner, and the user has legal grounds for returning the phone, you need to write a statement.

The document is drawn up in the name of the director of the organization.

The text states:

• citizen's form;
• product name - model, manufacturer;
• essence of the appeal - exchange or return;
• grounds;
• the date;
• signature.

Additional documents attached to the application

Take the phone back to the store if you don't like it, perhaps when you can negotiate with the seller. In other cases, the return of goods is carried out within 14 days or during the warranty period. The last option provides for compensation, including moral damage.

The following documents must be attached to the application for the return of the phone:

• ticket;
• user passport;
• pay slips or testimony of witnesses certifying that a person purchased goods in a store;
• mobile phone, accessories and papers.

Step number 3: Visual inspection, checking the functionality and completeness of the returned goods

The procedure for inspecting the goods is regulated, as well as by a contract concluded between the seller and the citizen. According to the store is authorized to accept the phone from the customer after purchase.

The check consists of 4 stages:

1. Visual inspection for scratches, chips, abrasions. Opening the case to analyze the internal state.
2. Inspection of the smartphone for compliance with the specifications declared by the manufacturer.
3. Conducting a test on the subject - will it work or not.
4. Control start of the mobile phone.

The inspection must be carried out by the SC engineers or the manufacturer's representatives. The employees of the centers are trained and have the necessary experience in testing complex technical products. Therefore, they are authorized to examine the goods and identify hidden defects.

However, this procedure is often done by store employees. The test results do not provide 100% information about the state of the phone, and therefore cannot satisfy the client. Therefore, employees of the organization have the right to act only in accordance with paragraph No. 1. In the event of a dispute, send the goods for examination.

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Step number 4: Acceptance of a mobile phone by a store and a refund to a card or in cash

The receipt of money into the account depends on the operational actions of all the structures of the store - the accounting department, banking services, the transfer of the application by the sellers. The average period for crediting funds is 7 days, but the period can be extended up to 30 days. For example, for VTB24 cardholders, balance replenishment is carried out up to 12 days.

Depending on a number of factors, the refund time increases to a month according to the law. If a citizen has suspicions of a deliberate delay in the process, then at any time you need to contact the accounting department of the organization or the bank. This will allow you to find out the answer to the application and set the exact time for the transfer of funds.

For your information: if the phone is returned on the day of purchase, the transaction is automatically cancelled. The balance is replenished within 2-3 hours.

Step-by-step actions of the consumer when returning a phone of inadequate quality

The user returns a faulty mobile phone to the store in accordance with the law - before or after the expiration of 14 days or during the warranty period. A coupon for a cellular device must be filled out by the seller. You need to keep the book for at least 2 years to level out problems in servicing and using a smartphone.

Step #1: Compiling an application for the return of the phone

To return a smartphone, you need to correctly fill out an application:

1. Prepare a passport and enter information into the claim.
2. Attach a check or involve oral testimony of eyewitnesses, request materials from the store's CCTV cameras.
3. The document is formed in 2 copies. - on one the seal of the organization is established and remains with the citizen. The date and information about the responsible person is a guarantee of security when returning funds for the phone.

Step number 2: Appointment and examination of the phone, if the seller does not agree to an indisputable refund

If, according to the results of the initial check, fault is established in the breakdown of the citizen's device, then the user has the right to request an examination. When the manufacturer’s responsibility is recognized as a result, the store repairs the goods at its own expense. The costs associated with storage and transportation are borne by the organization. If the examination confirms the fault of the buyer, then the citizen will compensate for the expenses.

Based on the results of the verification of the SC, the user has the right to initiate a lawsuit. Additionally, you need to transfer a copy to the store to resolve the problem out of court.

Step number 3: Issuance of a temporary phone for the duration of the examination and possible repairs

A citizen has the right to submit an application for warranty repairs to the store or to the representative of the manufacturer - ASC. After filing a claim, the client is authorized to apply with a document on the issuance of a replacement smartphone for the period of work to eliminate the breakdown. A positive decision is made if the defect is corrected for more than a week.

The deadline for providing a temporary phone number is 3 calendar days from the date of application. The preparation of the document is carried out in the store. It is necessary to form 2 copies - one remains with the user with the marks of the organization, the second is transferred to the company's management.

Step 4: Expertise Conclusion

If a marriage is detected on the phone, a citizen sends the goods to the store with a corresponding claim, a coupon and a payment receipt attached. Refunds for a smartphone without an examination are not carried out.

To establish the cause of the shortage in the product and the guilty party, the product is transferred to the ASC specialists. The period of stay for diagnostics is up to 20 days. For this period, the client is given a replacement phone to reduce discomfort.

A number of factors (in days) influence the time spent by the device for examination:

• replacement of the product with a working mobile phone - up to 20;
• repairs - up to 45;
• compensation for the elimination of a defect by a third party, a request for a refund of the price of the goods or a discount - a maximum of 10.

In all situations, the procedure is subject to general rules:

• verification is carried out in a timely manner;
• for the delay of the period, the store pays a penalty.

Further actions of the parties to the contract are carried out on the basis of the results of the examination.

The cause of the defect is the fault of the manufacturer or the buyer

After the telephone is diagnosed, the ASC employee draws up a conclusion on the state of the device and technical parameters. When the basis for the examination was the user's claims that the smartphone heats up, freezes, etc., the employee points to damage. Additionally, a possible cause of occurrence is prescribed - physical impact, moisture ingress, improper soldering of the motherboard, etc.

The expert opinion is drawn up in a written format in accordance with the rules. The document can act as an evidence base in establishing the guilty person. That is, if a low-quality phone was such before the sale, then the citizen has the right to demand a refund or exchange for a new serviceable device.

If the fault of the user is established, then the person is obliged to reimburse the costs for expert services, storage and transportation.

Repairable or not repairable

After conducting a visual analysis, the ASC worker opens the phone to examine the internal mechanisms.

The examination reveals:

• water impact;
• the presence of foreign objects;
• the probability of damage due to impacts or falls is established;
• Flash-Card is being studied for viruses;
• The battery is removed and tested for capacity and power.

Tools used:

• magnifying glass;
• tweezers;
• micro nozzles for a screwdriver;
• water pump;
• other appliances.

Based on the results, it is determined whether the phone is repairable or not. In the first case, the smartphone is sent to the recovery department, in the second case, it is returned to the store.

Step #5: Repair, exchange or refund

An application for the return of a smartphone is considered by the store manager within 10 days from the date of receipt of the claim. If, after the conclusion of the transaction, the price of the mobile phone has increased, then the citizen has the right to demand revaluation, a discount, an additional payment. Goods purchased under a loan agreement are subject to delivery with payment compensation.

Actions in case of refusal of the seller to return the phone

Rospotrebnadzor is authorized to represent the interests of consumers. When a claim is received by the department, this becomes the basis for an unscheduled inspection. Establishing the fact of violation of the law entails the imposition of sanctions on the store up to 500,000 rubles.

The second body defending the interests of citizens refers to the municipality of the settlement. Both institutions accept consumer complaints about wrongdoing by the organization. If sales of "gray" phones are detected, the application must be sent to the prosecutor's office, customs service or the Ministry of Internal Affairs. An appeal to the higher authorities occurs if the pre-trial settlement has not brought the expected results.

Complaint to Rospotrebnadzor

Rospotrebnadzor is an executive body. The activity of the institution is aimed at protecting the interests of buyers. In each region of Russia there is a division, however, the actions of employees are subject to one law -. The organization should be contacted in case of violation of regulations, including if the phone breaks down, and the store refuses to return the money or repair.

There are several grounds for filing a complaint with the department on this issue:

• revealed an offense in the field;
• the contract contains conditions that are contrary to the legislation of the Russian Federation - for example, the period for returning the phone is reduced by the store.

Issues fall within the sphere of influence of Rospotrebnadzor, but the body is only engaged in establishing facts and holding accountable. In order to solve the problem with the return of the smartphone, you need to visit the branch with a claim.

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Additional ways to submit an application:

• Russian Post;
• web page of the institution;
• single portal of public services (registration required).

The term for consideration of the appeal, regardless of the chosen filing option, is 30 days from the date of receipt of the claims.

Going to court

In case of refusal to satisfy the claim, the imposition of illegal ways to resolve the situation, the citizen has the right to go to court. In 2020, the question of whether a phone belongs to a complex technical group of goods has come to an end. However, the highest authorities often take the side of the buyer - especially if the fact of providing incorrect information about the product is revealed.

When filing a claim, a citizen must be prepared that the case may be granted or denied. There is no state filing fee, so the user only loses time when initiating legal proceedings.

Special Cases for Phone Returns

According to the new edition of 2020, the return of the phone is allowed only if a significant defect is established. A similar situation applies to concluding a transaction with an online store and applying for a loan, but taking into account some nuances.

Return of the phone issued in the online store

If the phone is purchased online, but a defect is detected during use, you can return the goods within a week, not counting the day of purchase. A citizen needs to send an application addressed to the head of the store. Shipping charges are non-refundable. Refunds to the client's account are carried out within 10 days.

If the phone is on credit

It states that a citizen has the right to return the phone if the mobile phone is issued under a loan agreement.

The procedure for this is similar to an ordinary change, with the exception of the sequence of actions:

• a request to the bank to obtain an extract on the balance of the debt and payments;
• handing over the document to the store along with the return claim and pay slips;
• sending to the director of the organization an application for early repayment of the loan;
• indication of the grounds for surrendering the smartphone;
• expect a response within 10 business days.

Refunds for goods of inadequate quality are carried out after the examination. Referring to an inappropriate color or an uncomfortable keyboard in relation to technically complex products is not allowed. The claim must be made on the basis of the applicable regulations. In case of refusal to satisfy the application, the citizen has the right to apply to the court and other supervisory authorities.

Watch the video:"How to return a smartphone bought in an online store if you don't like it."

Is it possible to return a defective phone to the seller and within what time frame should this be done? It often happens that defects in technology are not detected immediately, but only after a certain period of time. How should the consumer behave in this unpleasant situation?

This complex issue is regulated by the law "On the Protection of Consumer Rights", the rules for the implementation of trading activities, the established list of technically complex goods and the rules for their circulation.

Is it possible to return the purchased phone back to the store?

According to statistics, every person buys a new phone at least once every 7 years. Such a long period is due to the fact that this technical device has a fairly long service life. However, tastes and preferences can constantly change, so a person can change phones much more often.

The terms and conditions for the return of phones are prescribed in the law "On the Protection of Consumer Rights". They depend on the quality of the goods sold. The phone may be of proper or inadequate quality.

Clause 6 of Decree of the Government of the Russian Federation No. 924 of 2011 classifies the phone as a technically complex product. For this reason, it is impossible to return a quality device without defects back to the seller.

Another Decree No. 55, approved in 1998, states that the list of technically sophisticated devices includes a touchscreen phone that can receive and make calls, equipped with a camera. It is not possible to legally return any serviceable phone with similar characteristics.

At the same time, you can return the old phone model if it performs less than 2 functions and has a keypad.

You can return such phone models if the buyer is not satisfied with some parameters: size, color. This right is enshrined in Article 25 of the law.

Exceptions include only purchases made through the online store. In this situation, the buyer is given the opportunity to return even a high-quality phone within up to 7 days.

What are the reasons a buyer can return a mobile device?

Phone returns can happen for many reasons. If it is a complex cellular device, then it can only be returned due to an obvious malfunction.

But simple models that are not equipped with a large number of functions can be returned for the following reasons:

• Don't like the color
• Wrong form;
• The phone size is too big or vice versa, too small;
• There are no necessary parts in the package, or, on the contrary, a lot of unnecessary ones.

According to Article 25, in the cases listed above, the buyer can return the phone to the seller within 14 days. The selling party is obliged to accept the goods only if the phone has a salable condition. In some cases, it is required to present a proof of payment, that is, a check. However, this rule is not mandatory.

The consumer can ask not only for the return of the money paid, but also for the exchange of the phone for a similar model. In case of refusal, it is necessary to make a claim in writing. The term of its consideration is 10 days. After this period, the buyer receives the paid funds within 3 days.

How to defend your rights when returning a smartphone?

First of all, it is necessary to draw up a written claim addressed to the seller or business owner. It should describe your request in detail.

In such a claim, the goals pursued by the buyer must be indicated. Sample statements depend on the group of goods. Communications has its own set pattern.

A claim cannot include multiple claims at the same time. The buyer can demand either the return of the paid funds, or the replacement of the phone with an analogue.

The buyer's claim must include:

• FULL NAME. buyer and seller;
• The essence of the problem (with a detailed description of the nature of the malfunction);
• consumer requirement;
• Indicate the exact date of the application and signature.

The application must be made in 2 copies. Attach a copy of the receipt or check, if any, to the document. The seller makes a record of acceptance of the claim.

Sometimes a broken phone needs repair. It can be produced within 45 days. Although these terms may change if there are other agreements between the parties. And yet, how long can you return the phone to the store? This question very often arises among consumers in our country.

For the period of repair work, the buyer has the right to demand the provision of an analogue. The phone is provided for temporary use. In addition, it is important for the consumer to take responsibility for filing a claim. All data must be accurate and correct. If the date is incorrect, the buyer will not be able to prove the delay in the repair work.

Special examination may be required to determine the quality of the goods. The verification is carried out by independent competent specialists. To protect their rights, anyone can apply to the Society for the Protection of Consumer Rights or use the services of qualified lawyers.

Lawyers can not only advise in detail on a legal issue, but also help protect the rights of buyers. Unfortunately, due to ignorance of some aspects of the law, modern consumers often cannot exercise their rights.

How long does it take to return a purchased phone, according to current legislation?

The law provides not only the possibility of returning goods. Also, the consumer has the opportunity to exchange the phone, demand a price reduction or troubleshooting.

You can replace the phone with an analogue if:

• During an expert check, a malfunction was discovered. In this case, the phone can be replaced with an analogue similar in parameters;
• The old phone model (with a minimum number of options, a keypad) did not suit the buyer in terms of shade, size, shape.

In Art. 18 of the law "On the Protection of Consumer Rights" clearly states that you can return a phone that has a defect, a malfunction, within 2 weeks. The established period is counted from the date of actual purchase of the phone.

The maximum return period for a cell phone is two years, unless a different period is specified in the warranty document.

In order to avoid misunderstandings, during the purchase, you need to pay special attention to the warranty conditions of the return. The terms specified in this document should be taken into account when returning phones that have a defect.

A working phone model can be returned within 2 weeks.

Absolutely everyone should know the rights granted to the consumer. To do this, it is enough just to devote a little time to studying the current legislation governing this area.

It happens that you didn’t like a recently purchased phone and there is a desire to return it back to the store, and the sooner the better.

People who encounter this problem often ask the question: “Can I return a phone to the store if I don’t like it within 14 days?”. In such a situation, a person should know his consumer rights to know how to behave in a similar situation.

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Consumer rights

Conditions for returning or exchanging a device with malfunctions

You can exchange or return money for a phone with defects, if:

• The return is made within 14 days after the purchase of the goods;
• Buyer using expertise proved that the phone is defective due to the fault of the seller (if there is no warranty card, and if there is one, the seller must prove the unlawfulness of the buyer's claims). The buyer has the right to challenge the examination conducted by the seller and appoint a new one;
• Seller failed to prove guilt the buyer in a phone malfunction;
• Return of goods is possible within 1-2 years under warranty.

Refunds for defective goods are carried out within 10 days after the presentation of the claim.

If the product was purchased through an online store?

The return of a phone purchased through the online store is carried out within 7 days from the moment it is received or at any time prior to its transmission.

If information on the procedure and terms for returning the goods was not provided to the buyer in writing at the time of delivery of the goods, then the return is carried out within 3 months from the date of delivery of the goods.

What is the deadline for applying?

Return of a cell phone of proper quality is carried out within 14 days from the moment of payment for the goods. The return of a cell phone of inadequate quality is carried out within 15 days after the purchase of the goods or within 1-2 years under warranty.

If the seller refused to voluntarily satisfy the buyer's claims, he will be liable under Article 13 of the Law "On Protection of Consumer Rights".

See also in this video Is it possible to return the phone within 14 days:

Article author -

What if you don't like the phone you recently bought? I'm sure many of you have come across this situation at least once. It is worth knowing your consumer rights in order to resolve the problem.

Let's find out if it's possible to return a working phone to the store if it just didn't fit.

Dear readers! Our articles talk about typical ways to resolve 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 free consultation:

How to speed up the exchange or return process?

You can go for a little trick: the law "On the Protection of Consumer Rights" states that the seller must provide complete information about the product. But, as a rule, consultants in the store often do not talk about the absence of any functions for a certain product model, because their goal is to sell.

In addition, complete with modern phones, instead of detailed instructions, they sell only a short user manual. Therefore, when contacting a store with a request to return or exchange a product, you may well refer to the fact that when you purchased, you were not provided with comprehensive information about certain functions of the product.

Often the store is more willing to exchange goods. If the store has a phone model that suits you, a compromise option for an exchange, rather than a return of goods, will be the easiest way out of the situation.

In the case of an exchange for a phone model of a different value, the store will recalculate, and the difference will be returned, or you will have to pay extra for a more expensive model.

What documents do you need to provide?

When a consumer goes to a store to exchange or return a working phone on the day of purchase, it is enough for him to have a document confirming the purchase, as well as the product itself in a complete set.

If the buyer turned to the store later (but), he will need to write a statement and provide an identity card. The application must state the reason., at which the consumer is going to return or exchange the purchase.

The reasons may be different: inappropriate dimensions of equipment, equipment, color, etc. If the consumer decides to return or exchange the phone without explaining the reason, he thereby gives the seller the opportunity to refuse this request on formal grounds.

So, phone return policy which didn't fit:

• no more than 14 days have passed since the purchase (not counting the day of purchase);
• the presentation is preserved, there are no traces of operation;
• the consumer should contact the store with the goods in a complete set, documents for the goods and an identity document.

The funds are returned to the buyer within three days from the date of application. In the case of paying money to a bank card, the terms may be somewhat delayed - up to 10 days.

Returning a phone purchased through an online store

You can return an unsuitable phone purchased in an online store or by phone until the receipt of the goods and within 7 days from the date of receipt. The consumer should contact the management of the online store by means of a written application.

The cost of delivery of goods in case of refusal of it, the store does not reimburse, and a refund for the product itself occurs within 10 days to a bank card.

How to return the phone without problems within 14 days - watch the video advice:

Modern man cannot imagine his life without a mobile phone. For most people, a phone is not only a way to communicate in a conversation mode, it is also: an e-book, a player, access to social networks, and more. Therefore, when purchasing a mobile device, a person often does not think about how to return the phone. But after a few days of use, defects may be found, or the device does not suit the owner for a number of reasons. In this case, the buyer thinks about returning the goods. However, not every person understands the intricacies of the Legislation of the Russian Federation and has complete information about their rights.

Our qualified lawyers will help you understand the situation from a legal point of view.

Ask your question on the site and our specialists will contact you shortly.

Many mobile phone stores refuse to return money, operating on the fact that mobile phones are complex technical products and cannot be returned, and the only way to correct defects in the operation of the goods is to return them under warranty within 14 days. However, such actions of the store representatives are illegal, because. the phone can be returned, but with some nuances.

When purchasing a phone, you must keep the receipt, box and its contents in the proper form, otherwise the return procedure becomes more complicated. The law gives consumers the right to contact the point of sale of the gadget within 14 days, not counting the day of purchase. Store employees will offer to undergo an examination to identify the causes of the problem. It is not recommended to do this without accompanying documents. The Law states that for consumers, the reason for returning products may be the fact that the phone did not like the appearance or functionality.

First of all, you need to make a claim in 2 copies. The claim form can be taken from the seller or compiled in any form addressed to the head of the organization where the appeal will be submitted.

The claim must include the following information:

• phone brand;
• place of purchase of goods (shop, address, etc.);
• Date of purchase;
• description of the defective goods;
• requirements put forward: exchange, refund, repair, etc.

One copy remains with the buyer with a mark of acceptance of the claim by the seller, the second copy is transferred to the store. The representative of the salon is obliged to draw up an act in the presence of the client, which will describe the external state of the phone, such actions are dictated by the law on "Protection of Consumer Rights".

In the event that you agree with the specified description, you can sign and get your hands on a copy of this act.

Based on the claim and the act, an examination is carried out, which is no more than 45 days. If the buyer is not to blame for the failure of the phone, the store is obliged to satisfy the requirements no later than ten days. The examination committee can also decide that the client is at fault. Then it is necessary to conduct an independent examination and file a claim with the judicial authorities.

What does the law say

In article 502, clause 1 of the Civil Code of the Russian Federation, you can find confirmation that the buyer has the right, within a 14-day period after the day of purchase of the goods, to return the money or make an exchange. If the new phone exceeds the cost of the returned one, the client makes an additional payment. Article 25, paragraph 1 of the LOZPP states that it is possible to return products of good quality within 14 days starting from the next day of purchase. The buyer has the right to return the money or make a compromise with the communication salon.

There is also a list of "Technically complex goods", but mobile gadgets are not included in it. The layman considers the mobile device complex in its functionality, but this is not enough for the store to rely on this, refusing to satisfy the claim.

The list of "Technically complex goods" is in the public domain on the Internet, where each consumer can get acquainted with the products included in it. You can also download the List on our website.

Phone return options

Returning the phone is easy if you resort to the best option - the conclusion of a compromise solution. Such an approach for consumers means resolving the issue in a short time, if no more than 14 days have passed from the date of purchase, not counting the day of purchase. To begin with, the client should describe the situation to the representative of the communication salon. It is worth noting that sellers do not solve such issues, so you can contact the salon administrator or manager.

It must be understood that the conversation with the store, the buyer needs to be in the key of the exchange, and not the return of the goods, because. this procedure is more effective than the store will return the money. That is why this method is called "compromise".

If the store insists on getting an expert opinion based on the fact that the product belongs to the list of technically complex goods, the buyer needs to write a statement addressed to the manager. In the claim, indicate all information relating to the purchase. However, the previously purchased phone must be in perfect condition (scuffs, chips, scratches are not allowed, according to the law).

Practice shows that it is possible to return money for a mobile device within 14 days from the date of purchase, not including the day of purchase. After this period, money is often not returned, but warranty service is carried out.

Phone return

Products of inadequate quality are those that have external damage. Such goods can be returned to the store only under the terms of the guarantee. The phone, after drawing up the act (1 copy of which remains with the buyer), will be sent for examination, where the cause of the malfunction will be identified. If, following the results of the examination, the commission comes to the conclusion that the malfunction of the gadget is caused by the negligent attitude of the owner, the goods will be returned without repair work and marked “out of warranty”. In the event that the cause of the failure is the fault of the manufacturer, the device will be repaired and returned to the owner within 45 days.

It is worth noting that some stores offer customers to deliver the phone to the manufacturer's warranty department on their own, causing this to be prompt. It is not recommended for the user to do this. According to the law "On the Protection of Consumer Rights", the seller independently and at his own expense delivers the products to the warranty department and conducts an examination, on the basis of a contract concluded with the manufacturer.

There are also two types of return of goods under warranty:

1. Returns within 14 days of purchase not including the day of purchase. Based on Article 18 of the Consumer Rights Protection Law, the buyer has the right to:
   • return money for purchased low-quality goods;
   • you can insist on repairing the phone under warranty;
   • claim a reduction in the cost of the phone.
2. Return the phone after 14 days from the date of purchase, not including the day of purchase. Such a return can be made if: a significant defect is found in the mobile device that interferes with the correct operation of the phone; if the period of service under the guarantee of the goods has exceeded the 45-day period.

Based on the above conditions, the consumer has the right to demand a refund from the store for the purchased phone, exchange a mobile device and other rights.

In the event that a recently purchased phone is out of order for some reason, the consumer should not rush to repair it, especially for a fee. It is important for consumers at this moment to contact the store with a request to exchange the device for a similar one, or to carry out repairs under warranty. After the time specified by law, the buyer will receive either money or a new device, if all the conditions for using the phone are met. Experts recommend closely monitoring the operation of the mobile device for 14 days.