By purchasing computer equipment the consumer expects to receive quality goods which will work properly. Appearance and convenience also play an important role. Situations often arise when everything is fine in the store, but after a couple of days it becomes obvious that you didn’t like the laptop you bought. The question becomes relevant: how to return it and under what conditions this can be done. In this case, you need to contact.

Can I return my laptop to the store within 14 days?

Prescribes that the consumer has the opportunity to exchange products if they do not like them or do not fit in color or size. A period of 14 days is allocated for such returns, taking into account that the report begins from the next day after purchase.

However, the same article indicates a list of goods that cannot be returned. Among them there is also a category of technically complex products. This includes:

• Appliances;
• laser and digital devices, including televisions, cameras and video cameras;
• computer equipment, laptops;
• touch devices with two or more functions.

The question of whether it is possible to exchange a laptop for another within 14 days falls under the category of a technically complex product. It can be returned or exchanged within the specified period only if a manufacturing defect is detected.

Is it possible to return a laptop to the store if you don’t like it?

In practice, it is not possible by law to change or return a laptop for money just because you don’t like it. However, the individual situation must be taken into account. When purchasing, the opportunity to exchange or return the product can be negotiated with the store personally and included in the terms of the guarantee or the purchase agreement. In this case, you can return the equipment.

Separately, it should be noted that it regulates legal basis for remote purchasing of goods. That is, a laptop purchased from an online store can be returned within seven days from the date of receipt. The money must be returned within ten days, but the amount that was spent on delivery will be withheld.

Is it possible to return a laptop taken on credit?

Many consumers actively use loans when purchasing equipment. It should be immediately noted that the return rules apply the same as for a regular purchase. That is, in fact, you can return or exchange a laptop taken on credit only in case of a malfunction.

Installment payment assumes that money is paid for the product within a specified period. In this case, when returning the goods to the client, he will be refunded the money that he has already paid in fact.

It’s another matter if a separate bank loan was taken out for the purchase and the entire amount was paid. The consumer still has credit obligations to the bank. At this point you should terminate the agreement with the bank. If the agreement implied the issuance of a loan specifically for the purchase of this computer, then its termination conditions must also be present. In the case of consumer lending, the client will have to repay the obligations ahead of schedule.

How to return a laptop to the store under warranty?

The situation considered shows that it is very difficult to return or change a laptop just because you don’t like it. However, if a manufacturing defect is discovered, the return conditions will change.

Initially, the customer has 14 days to discover any problems with the operation or appearance of this product. If any are found, then under warranty given period the client has the right:

• refuse the purchase and return the money;
• exchange the product for a quality one of the same model;
• exchange for another model calculating the difference in price;
• demand a price reduction in proportion to the detected defect;
• submit the equipment for warranty repair.

The latter must be carried out at the expense of the store. At the same time, the law prescribes that for warranty repairs, the consumer can, at his discretion, contact both the manufacturer and the store where the purchase was made.

How long can you return a laptop to the store under warranty?

If the established two weeks have ended, and the defect was discovered later, then you can return the laptop under warranty under certain conditions:

• the deficiency is serious enough to warrant repair;
• the equipment was submitted for repair and its maximum period of 45 days has expired;
• Breakdowns happen too often and in each warranty year the product is in total for at least a month under repair.

In these cases, the consumer has the right to count on both a refund for the purchase and the opportunity to change it. The severity of the problem is determined by the following criteria:

• disproportionate costs;
• the long period required to eliminate it;
• systematic manifestation of a defect after one or more repairs.

The Consumer Rights Protection Law determines that a laptop can be returned under warranty within a reasonable time, but not more than two years. This is the maximum that is given to detect and fix problems. And even if the warranty period is shorter, the opportunity to return the product due to a manufacturing defect within two years still remains.

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Laptop broke under warranty

My laptop is broken. On guarantee. I called a repairman, he said that there was no visible damage and that diagnostics were needed. A month ago the laptop charger broke and I bought a power adapter. Can I contact the store under warranty to replace my laptop?

Of course you can contact the store.

I recently bought a laptop (it's still under warranty) and my hard drive broke. I plan to take it to the store, I'm wondering if there will be a return Money or will they replace it completely (give me a new laptop) or will they just repair/change the disk itself, and will they return the old one to me (if they change it). If the disk is replaced, will they install the OS on it, since the old one came from the store. What should be required to old disk stayed with me?!

Hello Maxim! If there is no similar product, then in money.

The laptop is under warranty, it was repaired 3 times for various reasons, now it’s broken again, how can I get my money back for the laptop?

I should have written them a long time ago a competent claim to terminate the contract and return the money.

Hello, Timofey. In your situation, you should submit a written claim to the store demanding a refund; in case of refusal, you should file a claim in court.

My friend's laptop broke under warranty! He was taken from the workshop! They said they would sort it out within 40 days! And he really needs to be with us on the Internet! Should they have given him some other computer for a while? Or not!

In general, they should. It’s simple - such obligations, during warranty repairs, are owed to the buyer only by the seller, and not by the workshop.

Good evening! Yes, they should have provided a similar product for the duration of the repair, according to your friend’s request. (Article 20 of the RF Law of the Russian Federation) - within 3 days they are required to provide... Did he put forward such a demand or not? The workshop itself will not offer, that's for sure... And the law states - AT THE REQUEST OF THE CONSUMER...

This is the second time my laptop has broken down, but it’s still under warranty, can I just return it and take money or a similar product for it?

Hello, yes, you can do this, since the product is of poor quality, write a complaint to the store and demand a refund or money or a similar product of proper quality.

Simply handing over and taking money will not work; you must submit a written, motivated claim based on the norms of the Civil Code.

Hello. The procedure depends on what kind of damage the laptop has and how long the laptop was under repair. As Article 18 of the Federal Law “On the Protection of Consumer Rights” states: In relation to a technically complex product, the consumer, if defects are discovered in it, has the right to refuse to fulfill the sales contract and demand a refund of the amount paid for such a product or make a demand for its replacement with a product of this type. the same brand (model, article) or for the same product of another brand (model, article) with a corresponding recalculation of the purchase price within fifteen days from the date of transfer of such goods to the consumer. After this period, these requirements must be satisfied in one of the following cases: Therefore, if the laptop has been under repair for a total of more than 30 days, you have the right to replace the product or to return the product and receive the money paid for it. To do this, you will need to send a claim to the seller. To prepare a correctly drafted claim, you can seek help from any lawyer on this website.

I bought a laptop a month ago, the sensor mouse on it broke, the laptop is under warranty, what can I do?

If this is a warranty case, i.e. If it breaks through no fault of yours, it must be repaired. If repair is not possible, then they must replace it.

I bought a laptop from Eldorado + purchased a 2-year warranty. The computer broke after 2 months, they replaced it with the same model, it worked for 7 months. Now they have again exchanged my computer for another model with an additional payment + again issued a 2-year warranty already for new model, not even a day passed and discovered defects. Can I get a full refund for the computer or can I only exchange it?

Good time. Based on Art. 18 of the Law on the Protection of Consumer Rights, you have the right, no later than 15 days from the date of purchase (or in your case, replacement of the product), to present to the seller a demand either to replace the product with the same product, or to return the money paid if defects are detected in the product. When contacting the seller, I advise you to immediately give him a reasoned claim. I can help you with filing a claim, please contact me. Good luck.

The laptop broke down, there was a one-year warranty, now it was sent to the seller for repairs, wait 45 days, they didn’t give me a replacement, you can get your money back.

If they did not give a replacement for a written demand, then you need to collect a penalty from them for each day of repair, this should be a decent amount.

I bought a laptop from a pawnshop, it broke down after a while, because it was still under warranty, I took it to the store for repairs, after 45 days I wrote for a refund, but since there is no loan agreement, they refused to pay. Now I understand that it’s the pawnshop’s fault, they accepted the item without payment receipts, but what should I do?

Hello! The fact that they voluntarily refused to return funds due to the lack of a loan agreement is a common practice (the fight against cashing out credit accounts), but the Courts do not take this fact into account. I recommend demanding a refund of the cost of the goods in court.

Enjoy yourself. The laptop, which is still under warranty, broke down. What should I do?

The Russian Federation Law “On the Protection of Consumer Rights” does not establish separate rules for returns and exchanges for goods from the “household appliances” or “electronics” categories. In each specific case, it is necessary to establish whether the product is technically complex or not, and depending on this, apply certain provisions of the PLA. The list of technically complex goods was approved by Decree of the Government of the Russian Federation of November 10, 2011 N 924: navigation equipment and wireless communication for household use, including satellite communications, having touch screen and having two or more functions; system units, stationary and portable computers, including laptops, and personal electronic computers; laser or inkjet multifunctional devices, monitors with a digital control unit; kits satellite television, gaming consoles with digital control unit; TVs, projectors with digital control unit; digital photo and video cameras, lenses for them and optical photo and film equipment with a digital control unit; refrigerators, freezers, washing machines and dishwashers, coffee machines, electric and combined stoves, electric and combined ovens, air conditioners, electric water heaters with an electric motor and (or) microprocessor automation; wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions; electrified tools (hand and portable electric machines). If difficulties arise with classifying a specific product into one of the above categories, you can be guided by the all-Russian classifier of products by type of economic activity (OKPD 2) OK 034-2014 (KPES 2008), which was developed by the Ministry of Economic Development of the Russian Federation and put into effect on February 1, 2014. After January 1, 2017, other all-Russian product classifiers must cease to be valid. Technically complex goods on the basis of Art. 18 of the Law of the Russian Federation “On the Protection of Consumer Rights” can be returned to the seller within 15 days after purchase if there are any defects. After this period, these requirements are satisfied if: a significant defect in the goods is discovered; deadlines for eliminating product defects were violated; It is impossible to use the product during each year of the warranty period for a total of more than 30 days due to repeated elimination of its various deficiencies. If it turns out that the product is not technically complex, then on the basis of Art. 25 of the PLA, it can be exchanged from the seller for a similar one within 14 days, not counting the day of purchase, even if the product is in good working order (of adequate quality), but does not suit the buyer in size, configuration, color, etc. The right to exchange may also provide the opportunity to return the money paid for the product if an analogue is not on sale on the day the consumer contacts the seller. However, there are exceptions to this rule that may apply to goods related to household appliances and electronics. Goods included in the list approved by Decree of the Government of the Russian Federation of January 19, 1998 N 55 are not subject to exchange. These include technically complex household goods for which warranty periods are established: household metal-cutting and woodworking machines, household electrical machines and appliances, household radio-electronic equipment , household computing and copying equipment, photo and film equipment, telephone sets and fax equipment, electric musical instruments, electronic toys, household gas equipment and devices, mechanical wrist and pocket watches, electronic-mechanical and electronic, with two or more functions. If defects are discovered in the product, it is necessary to prepare and submit a written claim addressed to the seller (store director) with a demand for a refund in connection with the refusal to execute the sales contract and indicate what defects were discovered and when. When delivering a claim in person, the seller must put a mark on the consumer’s copy indicating its acceptance, indicating the date and information about the employee who accepted it. The seller has the right to check the validity of the claim and conduct a product quality check and examination at his own expense. If the examination establishes that the deficiencies arose due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the costs of carrying out the examination, as well as the associated costs of storing and transporting the goods. When transferring the goods to the seller for such verification, it is worth documenting the transfer with a deed or otherwise reflecting the fact of transfer and the condition of the goods at the time of transfer (it should be described in detail, including whether or not there is damage, scratches, etc., if the product has identifying numbers or its details, they should also be reflected). If the seller refuses to satisfy the claim, the consumer has the right to file a lawsuit. The claim additionally has the right to indicate a demand for compensation for moral damage, collection of a fine, penalty on the basis of Art. 15, 13, 23 of the Law of the Russian Federation “On the Protection of Consumer Rights”, costs of paying for pre-trial and (or) forensic examination (if it was paid by the consumer), representative services and other legal costs.

By general rule you have the right to make a demand to cancel the contract and return the amount paid for the defective product during the warranty period. (clause 1 of article 19 of Law No. 2300-1; clauses 30, 31 of the Rules, approved by Decree of the Government of the Russian Federation of January 19, 1998 No. 55). If the product is technically complex (for example, cars, motorcycles, system units, computers, laptops), you have the right to demand a refund of the money paid for it within 15 days from the date the product was delivered to you. Later, you can present these requirements only in certain cases (clause 1 of article 18 of Law N 2300-1; clause 8 of the Review, approved by the Presidium of the Supreme Court of the Russian Federation on December 20, 2016; List, approved by Decree of the Government of the Russian Federation of November 10, 2011 N 924): - when significant defects in the goods are detected; - in case of violation by the seller of the established deadlines for eliminating defects in the goods; - if, due to repeated elimination of various defects, the product cannot be used for more than 30 days (in total) during any year of the warranty period. Thus, you should submit a written request to the Seller. The seller is obliged to accept goods of inadequate quality from the buyer and, if necessary, check the quality of the goods. The buyer has the right to participate in checking the quality of the goods (clause 5 of article 18 of Law N 2300-1; clause 28 of the Rules, approved by Decree of the Government of the Russian Federation of January 19, 1998 N 55). Checking the quality of goods may include an examination (clause 3 of section VIII of the Explanations, approved by Order of the MAP of Russia dated May 20, 1998 N 160). In the event of a dispute about the reasons for the occurrence of defects in the goods, the seller must, at his own expense, conduct an examination of the goods. You have the right to be present when it is carried out, and if you disagree with its results, you can challenge the experts’ conclusions in court (clause 5 of article 18 of Law No. 2300-1; clause 28 of Rules No. 55). Please note that if the examination reveals that the defects of the goods did not arise through the fault of the seller, you must reimburse the seller for the costs of the examination and the costs of storing the goods and transporting them (clause 5 of Article 18 of Law No. 2300-1).

I bought a laptop in a store and it broke, the laptop is still under warranty. I bought it 10 months ago. I brought it to the store. The store refused to accept it and sent me to service center. Did they act legally?

Good day, dear visitor. You are certainly wrong - I already gave you an answer earlier. Good luck to you in resolving your question.

I bought a laptop in a store and it broke, the laptop is still under warranty. I brought it to the store. The store refused to accept it and sent me to the service center. Did they act legally?

Good day, dear visitor. Of course it is illegal - you have the right to choose who to make a claim. Good luck to you in resolving your issue.

Good day Of course it's legal. You need to prove that the breakdown occurred due to a defect in the product and you yourself did not break anything, they require an examination of the quality of the product or send it in for repair under a guarantee. Good luck to you. Anna Titova.

You have the right to submit a demand for a refund within 15 days from the date of delivery of the goods to you. However, be careful and make a specific request for a refund to writing, and don’t just submit it for diagnostics. Submitting goods for “diagnosis” is a standard “scam” of the seller, designed for an unprepared buyer. Under no circumstances should you hand over a product “for diagnostics” without presenting a specific request (refund, exchange)! If you haven't made a claim yet, do so immediately to meet the 15-day deadline! The thing is that such a product is technically complex, the list of which, according to the last paragraph of paragraph 1 of Article 18 of the Law on the Protection of Consumer Rights (hereinafter: the Law), is approved by Government Resolution, namely by Decree of the Government of the Russian Federation of November 10, 2011 N 924 In accordance with the same Article 18 of the Law, after 15 days after delivery, such a product can be returned or exchanged only in three cases: 1) discovery of a significant defect in the product (a significant defect in a product (work, service) is an irreparable defect or a defect that cannot be eliminated can be eliminated without disproportionate costs or time, or is detected repeatedly, or appears again after its elimination, or other similar deficiencies); 2) violation of the deadlines established by this Law for eliminating product defects (according to paragraph 1 of Article 20 of the Law - a maximum of 45 days, unless there is an agreement to the contrary); 3) the impossibility of using the product during each year of the warranty period for a total of more than thirty days due to repeated elimination of its various deficiencies. In other words, you will be tortured later to return the money for your product. And if it is quite possible to do this now, then after 15 days it is no longer possible. The seller will take the goods, hold out for the cherished 15 days, after which it will be useless to demand a refund or exchange - you will receive a refusal on completely legal grounds. Therefore, simply submit a demand for a refund (if the seller disagrees, the minimum period for its satisfaction according to Article 22 of the Law is 10 days) in writing in two copies, on one of which (yours) get a mark of acceptance with a stamp, date, position, surname and the signature of the person receiving it, as well as the incoming number. And in case of refusal, send the application by a valuable letter with a notification and an inventory of the attachment, as well as a postal worker’s mark on the inventory of the attachment. Next, wait 10 days from the date of receipt of the claim, after which you apply to the court for forced collection of the debt.

A year ago, my son bought a laptop, during this period the laptop broke 2 times because it was under warranty, it was repaired for free at the service center, but the warranty ends, and the laptop broke 3 times, is it possible to replace this laptop with a new one or get the money back (in The service center will most likely fix it, but in a couple of months it will break again)

You can request a replacement or refund under certain conditions, in particular how many days was it under repair in total for 2 repairs?

Hello! Yes, you can, do not send it in for repairs, but submit a written complaint to the seller or manufacturer on the basis of Article 18 of the Consumer Rights Protection Law.

The laptop we took on credit broke down but is still under warranty after repair, the store is ready to return the money for it, but what about the loan that we are still paying for it, there is no such model in the store.

In this case, you only need to receive money from the store in full and repay the loan. There is no other way out. Solve the issue with the store.

Hello, Elena! In this case, take the money and repay the loan early. Good luck and all the best to the new year.

I have a question! If my laptop is under warranty and a person falls on it and breaks it, will they fix it?

Good night! Read the warranty terms. Here, you clearly do not have a warranty case, since the breakdown of the laptop for the reason you specified is not a manufacturing defect. Your laptop broke down through no fault of the seller or manufacturer.

Hello. How do we know if they can repair your laptop? In which law should you look for the answer? Do you think that the possibility or lack of possibility of repair can be established by law? One thing is for sure - the case will not be guaranteed. Repair for a fee that you have the right to demand from the person who fell.

The laptop is broken. I want to claim it under warranty, do they have to give me a replacement laptop upon request during the repair?

I want to claim it under warranty, are they required to give me a replacement laptop upon request during the repair? Yes, at your request, they will give me another laptop.

Good afternoon Yes, Article 18 of the Law of the Russian Federation “On the Protection of Consumer Rights” directly states that the Consumer, at his own choice, has the right to: demand a replacement or refuse to fulfill the sales contract and demand a refund of the amount paid for the goods. You can submit a Claim (2 copies), the main thing is that your copy is stamped with a seal, entry number and signature; if it refuses to accept, you can send by registered mail with notification and inventory. If they refuse or there is no response within 10 days after the application, then you can file an Application for Termination of the Contract (Claim) to the Court, no state duty is charged.

Good afternoon In accordance with paragraph 1 of Art. 18 of the Law “On the Protection of Consumer Rights”, the consumer, in the event of detection of defects in the product, if they were not specified by the seller, at his own discretion has the right to: - demand a replacement with a product of the same brand (same model and (or) article); - demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price; - demand a proportionate reduction in the purchase price; - demand immediate free elimination of defects in the goods or reimbursement of expenses for their correction by the consumer or a third party; - refuse to execute the sales contract and demand a refund of the amount paid for the goods. In the vast majority of cases, the seller, when contacting the consumer with such requirements, accepts the product to check its quality or examination. The seller has no obligation to provide a similar product during the quality control period. If after quality control a warranty repair is carried out - for the duration of the repair, in accordance with Art. 20 of the Law “On the Protection of Consumer Rights in Respect to Durable Goods”, the manufacturer, seller or authorized organization or authorized individual entrepreneur is obliged, upon presentation by the consumer of the specified requirement, within three days, to provide the consumer free of charge for the period of repair with the same basic consumer properties, ensuring delivery at your own expense.

YES, we are required to provide a replacement laptop of any brand or model for the period of warranty repair. And not necessarily the one you purchased and not necessarily new.

The laptop is broken, we opened it to see, we can’t understand anything, we can’t figure out what the problem is, is it under warranty? Will they fix it under warranty after opening it?

If the seal is broken and there is visible internal damage (including scratches on the screws), then the warranty will not be accepted.

What should I do? I sent my laptop for repair; it’s broken. HDD It is under warranty and we have been waiting for more than 65 days, what should we do? Thank you.

Hello, Elena Viktorovna. Send your claim to service organization. Next, go to court in accordance with the consumer protection law.

If the warranty after repair for a laptop is one month, and after a month and a half the laptop breaks down with the same symptoms as before the repair. What to do?

conduct an examination and prove that the repairs were not carried out efficiently.

I have the following question: I bought a laptop, a year later the button on it broke, I went to replace it under warranty, but they told me that it was mechanical damage and could not be replaced or repaired.

Good afternoon File a claim or go straight to court

Please help me defend my rights. The cooler in the laptop broke, which is under warranty, they sent it to the service center, today they called and said that it broke due to dirt and this is not a warranty case, but they did not notify about it, but simply fixed it and now they are demanding money for it .

It is necessary to present them with a written claim based on the norms of the Civil Code.

Rimma, the seller is wrong. He had no right to repair the laptop without your consent. Don't give away the money. If you don't return your computer, contact the police.

I bought the laptop 16 months ago, with a two year warranty. The laptop is broken, there is a 50/50 chance that it will be repaired. If it is not repaired, it will not be possible to exchange it for the same one. These laptops have been discontinued. At the time of purchase, the laptop cost 30,000 rubles. After the fall of the ruble, analogues are twice as expensive. The question is: if they don’t fix it, can I demand a replacement laptop from another company with the same characteristics or will I have to settle for price range cost of an old laptop?

Yes, you will need to stay within that amount.

The laptop broke 4 months after I bought it, I went to the store with a guarantee, they refused to accept the product for repairs due to the reason that I broke it and not a defect, what should I do?

Write a formal written complaint to the seller.

Hello, can you tell me if the hard drive in my laptop is broken and the laptop is under warranty, can I come to the store and demand a replacement of the hard drive on the laptop?

You can demand free repairs, incl. disk replacement. Good luck.

My laptop broke down, it’s under warranty, I was told that it cannot be repaired (it was taken on credit), can I do it like this; Can I take or exchange a cheaper laptop for less than 40 rubles? and for example for 20 tr. (laptop taken from dns)

It’s easier to get money from them, if it costs more now, then a new price, and then buy what you need.

My laptop broke through no fault of my own, but it was under a paid warranty. I was offered to return the amount for which I took it, but the dollar exchange rate has doubled and with that money I cannot buy an equivalent thing in this moment. Can I sue the store so that they return an item of equal value to me or recalculate the cost to the current dollar exchange rate? Thanks in advance for your answer.

Hello, Sergey. Yes you can. You should submit a written complaint to the store with a request to exchange it for a similar product; in case of refusal, you should file a statement of claim in court and resolve the issue in court. If you need help compiling all necessary documents and solving your question, please contact me, I will be glad to help you.

Please tell me if it will be my fault if my laptop is under warranty and it breaks down, most likely it overheats.

no, it will not be your fault. This is a warranty case, because the laptop is designed to long-term use . File a claim. Article 18 of the Law on the Protection of Consumer Rights (LCPP) Article 18. Consumer rights when defects are detected in a product 1. If defects are detected in a product, if they were not specified by the seller, the consumer has the right, at his own choice: to demand a replacement for the product with this the same brand (same model and (or) article); demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price; demand a proportionate reduction in the purchase price; demand immediate free elimination of defects in the goods or reimbursement of costs for their correction by the consumer or a third party; refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for the goods. At the request of the seller and at his expense, the consumer must return the defective product. In this case, the consumer also has the right to demand full compensation for losses caused to him as a result of the sale of goods of inadequate quality. Losses are compensated within the time limits established by this Law to satisfy the relevant consumer requirements. In relation to a technically complex product, if defects are discovered in it, the consumer has the right to refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for such a product or make a demand for its replacement with a product of the same brand (model, article) or with a different product. brand (model, article) with a corresponding recalculation of the purchase price within fifteen days from the date of transfer of such goods to the consumer. After this period, these requirements are subject to satisfaction in one of the following cases: detection of a significant defect in the goods; violation of the deadlines established by this Law for eliminating product defects; the impossibility of using the product during each year of the warranty period in total for more than thirty days due to repeated elimination of its various deficiencies. The list of technically complex goods is approved by the Government of the Russian Federation. 2. The requirements specified in paragraph 1 of this article are presented by the consumer to the seller or an authorized organization or an authorized individual entrepreneur. 3. The consumer has the right to present the requirements specified in paragraphs two and five of paragraph 1 of this article to the manufacturer, authorized organization or authorized individual entrepreneur, importer. Instead of presenting these demands, the consumer has the right to return goods of inadequate quality to the manufacturer or importer and demand a refund of the amount paid for it. 4. Lost power. - Federal Law of October 25, 2007 N 234-FZ. 5. The consumer’s absence of a cash or sales receipt or other document certifying the fact and conditions of purchase of the goods is not a basis for refusal to satisfy his requirements. The seller (manufacturer), authorized organization or authorized individual entrepreneur, importer are obliged to accept goods of inadequate quality from the consumer and, if necessary, carry out a quality check of the goods. The consumer has the right to participate in checking the quality of the product. In the event of a dispute about the reasons for the occurrence of defects in the goods, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, or the importer are obliged to conduct an examination of the goods at their own expense. The examination of goods is carried out within the time limits established by Articles 20, 21 and 22 of this Law to satisfy the relevant consumer requirements. The consumer has the right to be present during the examination of the goods and, in case of disagreement with its results, to challenge the conclusion of such examination in court. If, as a result of the examination of a product, it is established that its defects arose due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer for the costs of conducting the examination, as well as those associated with its implementation. costs of storing and transporting goods. 6. The seller (manufacturer), authorized organization or authorized individual entrepreneur, importer is responsible for defects in goods for which there is no warranty period, if the consumer proves that they arose before the transfer of the goods to the consumer or for reasons that arose before that moment. In relation to goods for which a warranty period has been established, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer is responsible for defects in the goods unless he proves that they arose after the goods were transferred to the consumer as a result of the consumer’s violation of the rules for use, storage or transportation of the goods, actions of third parties or force majeure.

A wide range of laptops and convincing service from salespeople sometimes confuse the client, preventing him from making right choice computer. The result is unjustified expectations, wasted time and money.

Today I will talk about what conditions for returning and exchanging a computer are provided for by law, and whether it is possible to return serviceable and defective laptops.

○ Law “On Protection of Consumer Rights”.

In Art. 25 of the Law provides for the possibility of exchanging goods that you did not like for another. Regarding technically complex devices, which include a laptop, the article applies with some reservations.

In Art. 26.1 of the Law provides for the possibility of returning goods purchased remotely.

In Art. 18 of the Law explains the procedure for returning goods with defects.

○ Items that cannot be returned.

Laptop with warranty is complicated technical device, which cannot be returned if it is in full working order (clause 11 of the List approved by Decree of the Government of the Russian Federation No. 55).

○ Is it possible to return a fully functional laptop?

Although a laptop is a product that cannot be exchanged or returned due to paragraph 11 of this List, sometimes it can be returned.

Refunds are made in the following cases:

• The laptop does not have a warranty (products without a warranty are not covered by the List; the procedure for their exchange and return is regulated by Article 25 of the Law).
• The product was purchased remotely.
• The seller met you halfway.

✔ What if it hasn't been opened or used?

How to return a working laptop in the above cases? The law requires that the product fully retain its presentation and consumer properties, the packaging is intact, and the fact of purchase can be documented. Thus, if you have not yet had time to use the computer, have not damaged the box and stickers on the case, and have a receipt or other proof of purchase on hand, they will accept the goods from you.

If the product was purchased in person in a store, you can return it within 14 days, if remotely - within a week after handing over the device.

note ! You can return money for a laptop, justifying your refusal to purchase by saying that you didn’t like it, only if the point of sale does not have a product that suits you (this provision does not apply to devices purchased remotely).

✔ If it is in your hands for less than three days?

If you managed to use the computer, you can return it only by agreement with the seller or the store administration. In practice this happens extremely rarely.

✔ What if you used it for two weeks and then got tired of it?

In Art. 25 of the Law provides for a deadline for returning goods - 2 weeks. It is impossible to return a working device after this period has expired, especially if it has already been used.

○ If the laptop does not meet the requirements stated by the manufacturer
Is it possible to return it to the specifications?

The discrepancy between the characteristics of the device and the technological requirements is a defect of the device (preamble of the Law).

If a defect is identified, the laptop can be returned on the basis of clause 1 of Art. 18 of the Law. The fact that the device is used does not matter. The computer must be returned within 15 days from the date it was delivered to the consumer.

○ Can I return a faulty laptop?

If no more than 15 days have passed from the date of purchase, then even a small defect may become a reason for returning the goods to the store (Clause 1 of Article 18 of the Law).

✔ A crack has appeared on the screen, is this considered a defect?

Often only a technician can determine the cause of cracks (of course, if you did not violate the operating conditions - the laptop did not fall, closed correctly, etc.).

If you have a problem, you can contact the point of sale or a center that repairs warranty items. Diagnostics will indicate the cause of the problem.

✔ The laptop stopped turning on after purchase.

If the breakdown is not your fault, contact the seller. He is obliged, at your request, to replace the product with another or return the money you paid.

✔ Return within two weeks after purchase: refund or exchange?

If a deficiency is identified within two weeks, the buyer can choose a more acceptable option (Clause 1, Article 18 of the Law):

• Exchange the laptop for a similar one.
• Select another device with price recalculation.
• Refuse the deal altogether and demand your money back.

✔ Who determines manufacturing defects?

If the seller doubts the reasons for the breakdown, he must check the quality of the laptop in your presence. If a disagreement arises between the seller and the buyer regarding the nature of the defect, an examination of the device is carried out at the expense of the store.

The expert's opinion is stated in a special document - a conclusion. If the defect is not considered a manufacturing defect in the conclusion, the buyer is obliged to reimburse the costs of the examination. It will not be possible to return a computer that is not found to be defective.

○ Is it possible to return a laptop if it has been used for more than two weeks?

You are allowed to return a faulty laptop to the manufacturer or seller during the warranty period. Refunds are provided only if:

• The shortcoming is recognized as significant.
• The repair period exceeds 45 days or the period established by the agreement between the store representative (importer, manufacturer) and the buyer.
• The laptop cannot be used for at least a month out of the year due to frequent breakdowns.

✔ Repairs are not commensurate with the cost.

In accordance with paragraph 13 of the Resolution of the Plenum of the Armed Forces of the Russian Federation No. 17, the disadvantage of a technically complex device that cannot be corrected without commensurate costs is recognized as significant. You can return a laptop to the store with a significant defect during the warranty period (Article 19 of the Law).

Only a specialist can calculate the cost of repairing the device. In some cases, stores themselves understand that it is inappropriate to repair a laptop and agree to accept the product into the store, returning the money paid for it to the buyer. But often the case goes to court, and the disproportionate cost of repairs is determined by the judge based on the specific situation.

✔ Could this be due to a manufacturing defect if the equipment has been in operation for several months?

The law allows you to return the laptop to the store during the entire warranty period. If the guarantee was not established - for a 2-year period (Clause 1, Article 19 of the Law).

In addition, if the user can prove that the cause of the breakdown existed before the device was handed over to the consumer, the laptop can be repaired free of charge throughout its entire service life. If such a period is not determined - within ten years (clause 6 of article 19 of the Law). To do this, you should contact your computer manufacturer directly. If he remains inactive for 20 days, the buyer can file a claim for a refund of the amount paid for the goods.

It would seem, what difficulties may arise when submitting equipment for warranty repair? I brought it to the store, gave it to me, and picked it up after repair. In fact, everything is not so simple and there are nuances, ignoring which can result in a headache for the buyer. Today we will talk about how to properly hand over phones and household appliances for repair.

What is warranty repair?

One of the options that the law “On the Protection of Consumer Rights” offers in the event of defects in a product is the immediate elimination of defects in the product free of charge. In other words, warranty repairs. The law implies that these repairs must be free of charge to the consumer. That is, you do not have to pay either for the repair work itself or for all the necessary spare parts and components.

Store or SC?

Few people know that a request for free warranty repairs can be submitted not only to an authorized service center, but also to the store itself. In practice, some stores may be disingenuous and redirect customers to the service center. By law, the choice between a store and a service center is up to the buyer.

If you are faced with a choice of whom to entrust warranty repairs to your equipment, pay attention to the following nuances:

• territorial location - go to the website of the manufacturer of your brand household appliances. In the “Support” section, look for a list of authorized service centers in your city. If you can’t find them, and it’s too expensive to travel to another city, contact the store;
• availability of replacement stock - check before submitting for repairs whether they can provide you with goods for the duration of repairs and what kind;
• how delivery of large-sized goods is ensured and whether it is possible for a specialist to come to your home.

If both the store and the service center are equally accessible, we recommend that you return the product for repairs through the store. In this case, the store will be responsible for all damage to your equipment and all delays. In the case of direct delivery to the service center, if the repair deadlines are not met, the store may refer to the fact that it did not send you to this service center and cannot bear full responsibility for its actions. Service centers, in turn, often refer to the fact that, under an agreement with the manufacturer, they do not refund money for the product or exchange for a new one if the repair deadlines are not met. Both can be challenged in court, but it is better to protect yourself from such controversial issues in advance.

Warranty repair periods

According to the law, the store or service center must eliminate the defects you claim about the product. immediately, that is, in the minimum period objectively necessary to eliminate them, taking into account the commonly used method. The wording is not very successful and not sufficiently defined, but in any case, according to the law, the period of warranty repairs cannot be more than 45 days. This period is counted from the day the goods are submitted for repair (the day of delivery itself is not counted; the first day of the period will be the day following it). Within 45 days, the store and service center are obliged not only to find the cause of the breakdown, but also to ensure the supply of the necessary spare parts and repair work. In addition, it is during this period that the store and service center must notify you of the completion of the repair.

If the required 45 days have expired, and you have not seen your equipment and have not been notified by the store that the goods are ready after repair, we recommend that you write. Firstly, in it you can make another demand (instead of repair), for example, a refund or exchange for a new product (including a more expensive one or a cheaper one with a recalculation of the price). Secondly, you can demand for each day of delay.

We hand over for repairs

The delivery of equipment for warranty repair must be documented. The store or service center is required to issue you a receipt or certificate of acceptance of the product for repair. This act must indicate:

• name of the host organization or individual entrepreneur, contact addresses and telephone numbers - that is, a store or service center;
• your full name, address, contact phone number;
• product name, model, brand, serial number or IMEI;
• description of the appearance of the goods (it is better to specify the presence of damage, scratches, abrasions in detail);
• complete set of goods - headphones, headset, Charger, box, protective film etc. Indicate everything you are conveying. By the way, if the original packaging of the product has not been preserved, the store and service center still do not have the right to refuse to accept the product for repair;
• the purpose of receiving the goods is warranty repair or quality control (if you do not require repairs, we recommend that you specifically specify this in writing. Indicate that you are asking for a refund or exchange of the goods);
• the real date of delivery of the goods to the store or service center - all repair periods will be counted from this date;
• defects that you ask to check or eliminate (indicate in as much detail as possible all your complaints about the quality of the product, so that during the repair the store or service center checks them all).

When handing over the goods, you will also be asked for a cash receipt or sales receipt for the purchase of equipment and a warranty card. Please keep in mind that it is best to keep the originals of these documents with you if possible. If a store or service center absolutely requires originals, be sure to make copies of the receipt and warranty card for yourself: you may need them in court if the repair situation is not resolved voluntarily.

Please also keep in mind that by law, delivery of large items weighing more than 5 kg to and from warranty repairs must take place by and at the expense of the store (service center). If you are forced to take the refrigerator for repairs yourself, be sure to keep receipts for payment for delivery services and loaders. These amounts are your losses and must be reimbursed by the store or service center.

Even if your defect is not confirmed, the store or service center does not have the right to demand reimbursement from you for the costs of delivering the goods and paying for the “master’s visit.”

Not all buyers know that during warranty repairs they can ask for the so-called “replacement fund”. It's free. To receive goods from the replacement fund, it is enough to write a free-form application addressed to the director of the store or a service center with a request to provide free replacement goods for use during the repair period. You must be provided with a product with the same basic consumer properties as your equipment within 3 days from the date of submission of the application.

Of course, the law does not oblige stores and service centers to provide replacement plasma, iPads, or expensive devices during repairs. touch phones. Therefore, a store or service center can provide a simple cell phone or regular TV. However, the absence of a replacement fund is a violation of consumer rights. If you are refused permission to use the goods during repairs, you can complain about the actions of the store or service center to Rospotrebnadzor and ask for a penalty in the amount of 1% of the cost of the goods for each day of delay in providing the replacement fund ().

Remember also that there is list of goods for which stores and service centers have the right not to provide replacement funds(Resolution of the Government of the Russian Federation No. 55 of January 19, 1998):

• cars, motorcycles and other types of motor vehicles, trailers and numbered units for them, except for goods intended for use by disabled people, pleasure craft and watercraft;
• furniture;
• electrical household appliances used as toiletries and for medical purposes (electric shavers, electric hair dryers, electric hair curlers, medical electric reflectors, electric heating pads, electric bandages, electric blankets, electric blankets, electric hair dryer brushes, electric hair curlers, electric toothbrushes, electric hair clippers and other devices having contact with the mucous membrane and skin);
• electrical household appliances used for heat treatment of products and cooking (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters and other goods);
• civilian weapons, main parts of civilian and service firearms.

Getting out of repair

If your repair was completed in a timely manner, when returning the product from repair, be sure to check the following points:

• check on the spot appearance goods, completeness. If scratches or dents appear on the case that were not specified upon delivery, or if any of the components are lost, immediately notify the receiver about this. It is also advisable to immediately submit a written application for the elimination of such damage or the issuance of replacement components instead of lost ones;
• ask for the original purchase receipts and warranty card to be returned to you;
• ask for a work acceptance certificate, which should indicate the actual period of time the product was under repair, identified deficiencies and a list of repair work performed (including replaced spare parts).

Be sure to keep all warranty repair certificates or keep copies of them if the originals are required by the store or service center. By law, the warranty period is extended while the product is being repaired (i.e. from the moment it is delivered until it is returned to you). In case of controversial situations, it is with these acts that you will be able to prove the period for which the warranty period of your equipment has been extended. In addition, for technically complex products, in order to demand a refund for the purchase, sometimes you need to prove that this particular problem has already been fixed once under warranty, or that several repairs within 1 year have taken more than 30 days. Warranty repair certificates will also help you with this.

Or maybe you can do without repairs?

In some cases, the buyer can indeed refuse warranty repairs and immediately demand a refund. If your product is not, then if any manufacturing defect occurs, you can ask for your money back or demand an exchange for a new product. Some stores mislead customers and report that they can only offer the customer repairs. In this case, we recommend that the buyer write a claim to the store for a refund or exchange of goods, because the right to choose the demand that is presented to the store belongs to the consumer. The store has no right to impose warranty repairs instead of other options.

Good afternoon. You can demand a refund or replacement, citing a significant defect

Law on Consumer Protection

Article 18. Consumer rights when defects are discovered in a product

In relation to a technically complex product, if defects are discovered in it, the consumer has the right to refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for such a product or make a demand for its replacement with a product of the same brand (model, article) or with a different product. brand (model, article) with a corresponding recalculation of the purchase price within fifteen days from the date of transfer of such goods to the consumer. After this period, these requirements must be satisfied in one of the following cases:

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Anton, good evening.

If the defect reappears after repair and, moreover, it has the same symptoms as in the first case, we can talk about a significant defect in the product.

Since a laptop is classified as a technically complex product, the right to demand cancellation of the contract and a refund for it arises in the following cases:

detection of a significant defect in the product;
violation of the deadlines established by this Law for eliminating product defects;
the impossibility of using the product during each year of the warranty period in total for more than thirty days due to repeated elimination of its various deficiencies.

Among other things, significant disadvantages include:

d) a lack of a product (work, service) identified repeatedly - various shortcomings of the entire product, detected more than once , each of which individually makes the product (work, service) not comply with the mandatory requirements provided for by law or in the manner established by it, or the terms of the contract (in their absence or incomplete conditions - usually the requirements) and leads to the impossibility or inadmissibility of using this product (work, services) for the purposes for which a product (work, service) of this kind is usually used, or for the purposes of which the seller (performer) was informed by the consumer when concluding the contract, or a sample and (or) description when selling the product according to the sample and (or) according to the description;
d) disadvantage which appears again after its elimination , - a defect in a product that reappears after measures have been taken to eliminate it.

Accordingly, you have grounds to contact the seller with a request for a refund.

Only if your demands are refused will the issue be resolved by going to court.

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Client clarification

Lawyer, Moscow

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Hello Anton!

In accordance with Art. 18 of the Law of the Russian Federation “On the Protection of Consumer Rights”:

1. If defects are discovered in a product, if they were not specified by the seller, the consumer has the right, at his own discretion, to:
demand replacement with a product of the same brand (same model and (or) article);
demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price;
demand a proportionate reduction in the purchase price;
demand immediate free elimination of defects in the goods or reimbursement of costs for their correction by the consumer or a third party;
refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for the goods. At the request of the seller and at his expense, the consumer must return the defective product.
In this case, the consumer also has the right to demand full compensation for losses caused to him as a result of the sale of goods of inadequate quality. Losses are compensated within the time limits established by this Law to satisfy the relevant consumer requirements.
In relation to a technically complex product, if defects are discovered in it, the consumer has the right to refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for such a product or make a demand for its replacement with a product of the same brand (model, article) or with a different product. brand (model, article) with a corresponding recalculation of the purchase price within fifteen days from the date of transfer of such goods to the consumer. After this period, these requirements must be satisfied in one of the following cases:
detection of a significant defect in the product;
violation of the deadlines established by this Law for eliminating product defects;
the impossibility of using the product during each year of the warranty period in total for more than thirty days due to repeated elimination of its various deficiencies.

Initially, the product must be taken for repair, which should last no more than 45 days. Further, under certain conditions, according to the law, the consumer has the right to demand money; one can refer to a significant deficiency. So, according to the Preamble:

significant defect of the product(works, services) - an irreparable defect or deficiency that cannot be eliminated without disproportionate costs or time, or is detected repeatedly, or appears again after its elimination, or other similar deficiencies;

An independent examination may be necessary. The money must be returned within 10 days (Article 22 of the Law). You can make a claim to the Seller during the warranty period. If the demand is not satisfied, go to court in accordance with Art. 17 of the Law.
With respect, Nadezhda.

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Lawyer, Moscow

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Anton, regarding your concerns, there is a rule of law, according to Art. 24 Laws:

5. In the event of a return of goods of inadequate quality sold on credit, the consumer will be refunded the amount of money paid for the goods in the amount of the loan repaid on the day of return of the specified goods, and also the fee for providing the loan will be reimbursed.

6. In case of return of a product of inadequate quality purchased by a consumer using a consumer credit (loan), the seller is obliged to return to the consumer the amount of money paid for the product, as well as reimburse the interest and other payments paid by the consumer under the consumer credit (loan) agreement.


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Lawyer, Kubinka

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Will the store refund me the full amount or can I expect a negative reaction?
Anton


It is unlikely that you will have to go to court. But it is necessary to refer to what is indicated above

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Lawyer, Moscow

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Thanks everyone for the prompt responses! I bought the laptop in installments, which I had already paid off! That is, the installment amount included the cost of the laptop and bank insurance! Will the store refund me the full amount or can I expect a negative reaction?
Anton


Anton, you have the right to demand all losses, in accordance with Art. 18 Law:

In this case, the consumer also has the right to demand full compensation for losses caused to him as a result of the sale of goods of inadequate quality. Losses are compensated within the time limits established by this Law to satisfy the relevant consumer requirements.

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That is, the installment amount included the cost of the laptop and bank insurance! Will the store refund me the full amount or can I expect a negative reaction?
Anton


If the significance of the defect is proven, the store is obliged to return the cost of the laptop on the day the decision is made to return it, as well as compensate interest on the loan.

4. When returning goods of inadequate quality, the consumer has the right to demand compensation for the difference between the price of the goods established by the contract and the price of the corresponding goods at the time of voluntary satisfaction of such a claim or, if the claim is not voluntarily satisfied, at the time of the court’s decision.
5. In the event of a return of goods of inadequate quality sold on credit, the consumer will be refunded the amount of money paid for the goods in the amount of the loan repaid on the day of return of the specified goods, and also the fee for providing the loan will be reimbursed.

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Lawyer, Kubinka

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Just from the store, they began to convince me that the laptop can be changed or the money returned after the third breakdown! And only then can I do something! It broke down twice, like that’s not enough?!
Anton


Nonsense

significant defect of a product (work, service) - an irremovable defect or defect that cannot be eliminated without disproportionate costs or time, or is revealed repeatedly, or appears again after its elimination, or other similar deficiencies;

enough repetition.

How long has it been under repair in total?

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Client clarification

10-13 days is the repair itself

Last update: 01/30/2020

The most common consumer requirement when identifying a product defect is warranty repair. According to the law, all costs in connection with its implementation are borne by the seller, manufacturer or organization that imported the goods from abroad (hereinafter referred to as the obligated person). Naturally, avoiding such a burden is one of the primary tasks of the seller (manufacturer, importer).

We have compiled detailed instructions, following which you can achieve high-quality repairs under warranty in a short time.

What you need to know

First, let's look at the main points that you need to know when discovering deficiencies and submitting a repair request.

What shortcomings need to be eliminated?

The defect must be eliminated if it was not provided for in the contract or otherwise not agreed upon by the buyer during the sale. So, carefully look at the documents for the product, and if they indicate that the product was purchased with a defect (for example, a refrigerator whose freezer lighting does not work), then such a defect will not be corrected as part of the warranty repair.

Is it worth asking for repairs?

Warranty repair is an alternative requirement of the buyer. Instead of repairs, the consumer may demand a refund, replacement of the product, reimbursement of expenses for repairs that the buyer makes on his own, etc. But the freedom to choose these requirements belongs to the buyer if we are talking about durable goods that are not technically complex goods.

With technically complex goods the situation is more complicated (). If the first defect (except for a significant one) is discovered after 15 days after purchase, a technically complex product can only be repaired (exchanged, money cannot be returned).

Therefore, whether we are talking about a simple durable product or a secondary repair of a technically complex product, you should take your own interest into account. Perhaps a refund or replacement of the product will be more economically feasible.

Warranty repair periods

There are periods when repairs can be considered under warranty and therefore free of charge. Such deadlines are usually divided into the following categories:

• during the stated warranty period;
• upon expiration of the warranty, but within 2 years;
• after 2 years, but during the service life;
• after 2 years, but within 10 years if the service life is not specified.

Where to go

At his choice, the buyer can contact:

• to the seller;
• the manufacturer of the goods;
• importer (organization that delivered the goods from abroad).

A visual table of the buyer's request for warranty repairs.

Period	Type of deficiency	Who can I contact?	Having an obligation to repair	It is the buyer's responsibility to prove manufacturing defects
During the warranty period	Common drawback		Yes	No
During the warranty period	Significant disadvantage	Seller, manufacturer, importer	Yes	No
	Common drawback	Seller, manufacturer, importer	Yes	Yes
After the warranty period expires within 2 years	Significant disadvantage	Seller, manufacturer, importer	Yes	Yes
After 2 years, but the service life period	Common drawback	Manufacturer	No	-
After 2 years, but during the service life,	Significant disadvantage	Manufacturer	Yes	Yes
	Common drawback	Manufacturer	No	-
After 2 years, but within 10 years if the service life is not specified	Significant disadvantage	Manufacturer	Yes	Yes

Non-warranty cases

Please note that not all breakdowns may be subject to warranty repair. The seller (manufacturer, importer) is not obliged to eliminate defects free of charge if they arise due to:

• careless use (for example, falling cell phone from a considerable height);
• improper use (for example, using a blender to loosen soil for houseplants);
• exposure to natural elements, as well as substances that are incompatible with the performance of the product (for example, liquid getting on a laptop);
• improper transportation or storage of goods (for example, transporting the monitor in a metal car body without fixing or softening materials).

Instructions

Let's consider the buyer's action algorithm when making claims for warranty repairs. There are two possible scenarios for events:

1. the seller (manufacturer, importer) recognizes the case as covered by warranty and makes repairs voluntarily
2. The seller (manufacturer, importer) refuses to carry out repairs

1. The buyer’s procedure if the seller carries out repairs voluntarily

Appear to the seller with a statement

It is necessary to come to the seller (manufacturer, importer) and submit a written request for the free elimination of defects in the product (). Any person can represent the buyer's interest with a notarized power of attorney. Such cases, of course, should only be entrusted to a lawyer or a person experienced in such matters.

The application for warranty repair must be handed over to the obligated person against signature, that is, the second copy (which will remain with you) must bear the signature of the responsible person of the seller (manufacturer, importer), sealed and dated.

Transfer the goods

Along with the application, the seller (manufacturer, importer) receives the defective product. By law, the seller is obliged to accept the goods, even if the case turns out to be non-warranty. The transfer of goods for warranty repair must be formalized by an act of acceptance of the goods from the buyer. Such a document must be drawn up by the seller. But be sure to make sure that the document contains the following information:

• date of transfer of goods;
• from whom the thing was received;
• who received the goods;
• a detailed description of the product indicating the serial (other identification) number, external damage or traces of use (if any);
• presence or absence of factory seals;
• description of signs of breakdown according to the buyer;
• confirmation by the seller that the case is under warranty and the product is accepted for repair.

You should know that if the goods weigh more than 5 kg or are large, the buyer may require delivery of the goods from the location of the goods for repair and back at the expense and efforts of the seller (manufacturer, importer), or compensate for the costs of independent delivery.

Check the quality of the product

The situation with the transfer of goods and repairs can be complicated if the seller cannot immediately recognize the repair as warranty and plans to check for defects. The check can be carried out:

• immediately upon delivery of the goods;
• some time after receiving the goods.

When a quality check is carried out immediately on the spot and the defects of the goods are confirmed, an act of acceptance and transfer of goods for repair from the buyer to the seller (manufacturer, importer) is drawn up immediately after the check, that is, almost at the same time as when submitting claims for free repairs .

In a situation where the seller intends to carry out an inspection later, the goods must be sealed in packaging material (polyethylene, cardboard box, etc.) in such a way as to prevent access to the goods (opening, disassembling, etc.) without the participation of the buyer. The packaging must be signed by the buyer and seller (manufacturer, importer).

The packaging can be opened when the seller checks the goods in the presence of the buyer, which is noted in the document on the goods check. If the seller conducted an inspection without notifying the buyer and opened the package without him, then all the results of the inspection can be questioned.

All these precautions are necessary to avoid illegal actions of unscrupulous sellers, creating the appearance of the consumer’s guilt in the shortcomings of the product. For example, liquid may be deliberately spilled on the laptop, resulting in a short circuit. Under such conditions, naturally, the cause of failure will be supposedly improper operation (ingress of liquid). The blame is thereby shifted to the consumer.

Request a replacement product during repairs

The consumer has the right to demand that a similar product be transferred to him during the repair period. Such a requirement should be stated in writing in a statement (). The seller, manufacturer or importer is obliged to provide the buyer with a free temporary replacement of the product within three days. But it should be borne in mind that not any product can be obtained for temporary use during the repair period. The following products are not provided:

Repair completion time

The law provides for two types of warranty repair periods:

• within 45 days with the conclusion of a written agreement on the repair period;
• immediately (as far as the level of technical progress allows, depending on the complexity and labor intensity of the repair). In any case, this period should not exceed 45 days.

The period is calculated from the moment the goods are transferred until they are returned to the buyer with the defects eliminated. At the same time, quality control, examination, or legal proceedings do not suspend the total period of warranty repairs.

There are cases when the seller does not meet the repair deadlines. You should know that the seller cannot have any valid reasons to justify his delay (even in the absence necessary materials, spare parts and components, etc.). Therefore, such explanations cannot be an indisputable basis for concluding an additional agreement with the buyer to extend the period of warranty repairs or resignedly waiting for the completion of protracted repairs.

If the repair period is not met, the following situations are possible:

• the seller and the buyer can draw up an agreement to extend the terms (the agreement is drawn up voluntarily);
• The buyer may refuse repairs and make other demands regarding the quality of the product:
  1. replacement with a similar product;
  2. replacement with a product of the same brand, but of a different model with recalculation of the price;
  3. refund of money paid for goods;
  4. a commensurate reduction in the price of a product.

Violation of the terms of warranty repair of a product can be to the advantage of the buyer who handed over a technically complex product for repair, since such a delay allows him to put forward other demands (refund, replacement, etc.), which initially the consumer who owns a technically complex product cannot put forward upon discovery defect.

However, a buyer who decides to take advantage of the violation of deadlines to put forward new demands must take measures to recover the goods from the obligated person. Otherwise, the seller (manufacturer, importer) may repair it (in violation of the deadlines) and then it will be impossible to put forward other demands.

In addition, the buyer can simply demand a penalty (fine) for a missed repair period or the deadline for providing goods in exchange for the duration of the repair. The fine is 1 percent of the cost of the goods for each day of delay.

For example, put in for repairs music Center worth 10,000 rubles. The buyer made a demand for the provision of a similar product, which was presented not within 3 days, but after 7 days. Accordingly, the delay is 4 days, that is, 4 percent of the cost of the goods (1 percent x 4 days). Thus, the seller must pay a fine of 400 rubles. (4 percent x 10,000 rubles).

It is worth noting that the need to pay a fine should be submitted in writing to the seller (manufacturer, importer), otherwise it is considered that the buyer waives his right to collect a penalty.

Returning goods after warranty repair

When the repair is completed, the seller must notify the buyer of the opportunity to return the item.

Upon receipt of the goods, you should carefully inspect it for safety and the absence of new defects (which did not exist previously). Demand that they show you the serviceability of the product and provide you with a report (certificate) on the repairs made. The certificate states:

• date of submission of the repair request;
• when the goods were accepted from the buyer;
• repair period;
• description of existing deficiencies, used spare parts and components for repairs;
• confirmation of defect elimination;
• the date on which the goods were returned to the owner.

2. The buyer’s procedure if the seller (manufacturer, importer) refuses warranty repairs

Give the application and product to the seller

The first two steps of the buyer’s actions in the event of the seller’s (manufacturer’s, importer’s) unwillingness to carry out warranty repairs are similar to the actions of the consumer in the event of voluntary satisfaction of his demands for the elimination of product defects by the seller. Therefore, we will limit ourselves to the above description.

The seller refers to a non-warranty case

The seller (manufacturer, importer), after checking the quality of the product, does not recognize the obligation to provide free repairs, citing a non-warranty case. The situation can develop in two scenarios:

1. the seller (manufacturer, importer) organizes and conducts an examination of the quality of the goods
2. the obligated person refuses further manipulations with the goods, citing the sufficiency of his quality control

In the first case, when the seller (manufacturer, importer) plans to submit the goods for examination, the goods are subject to packaging, sealing and signatures of the seller and consumer.

The packaging must be opened by an expert during a commodity examination in the presence of the buyer.

In the second case, when the seller refuses to conduct an examination, these activities are organized by the consumer himself.

The seller agrees with the examination that is positive for the buyer

If the results of the examination are positive for the buyer, the actions of the seller (manufacturer, importer) are usually aimed at satisfying the stated requirement to repair the defect, since the obligated person understands that the outcome of the dispute has already been predetermined in favor of the consumer and further litigation does not promise him anything other than additional expenses. In addition, the search for those who are right and wrong may lead to missing the deadline for repairs, which gives the buyer the right to put forward a new, more severe demand (including refusal of the purchase and sale agreement and the return of money paid for the item). And the seller certainly strives to avoid this, especially if it concerns a technically complex product.

Going to court

However, there are not isolated cases when the seller (manufacturer, importer) goes all-in to the end. Then you can force warranty repairs to be made only through legal proceedings.

If the buyer promptly and in the prescribed form contacts the seller (manufacturer, importer) with an application for warranty repairs, and the expert opinion confirms that the consumer is right, then the case is won.

Before going to court, it is necessary to send a claim to the obligated person, in which you refer to the conclusion of the merchandising examination. If the claim is rejected, it must be attached to the statement of claim to the court. And if no response is received, then indicate this in the claim. Leaving a claim unanswered is the same as refusing to satisfy it.

Naturally, the preparation and conduct of the case in court should be carried out by a professional person (lawyer, lawyer, representative of the consumer rights protection committee).

Execution of a court decision

After the court decision comes into force, receive a writ of execution and submit it to the bailiff department. The bailiffs will do the rest.

Comparative table of buyer actions for various positions of the obligated person

The seller, manufacturer or importer voluntarily fulfills the warranty repair requirement	The seller, manufacturer or importer refuses to satisfy the requirement to eliminate defects in the goods before the examination of the goods	The seller, manufacturer or importer refuses to satisfy the requirement to eliminate defects in the goods until a court decision
Flaw detection	Flaw detection	Flaw detection
	Requests for repairs	Requests for repairs
Transfer of goods for inspection	Transfer of goods for inspection	Transfer of goods for inspection
Confirmation of repair warranty and repairs		Recognition of the case as non-warrantable
Returning goods to the consumer	Carrying out examination of goods	Carrying out examination of goods
-	Carrying out repairs	Refusal to satisfy consumer requirements
-	Returning goods to the consumer	Filing a pre-trial claim
-	-	Making a court decision
-	-	Appeal to bailiffs
-	-	Forced repair of goods
-	-	Returning goods to the owner

About the warranty period

When carrying out repairs, the warranty period is suspended for the period from the moment the claim is made until the product is returned to the consumer. If there was a legal dispute and the case was in favor of the buyer, then the entire period of legal proceedings is also not counted towards the warranty period.

For example, the warranty period for the TV is 1 year and is set from 01/01/2019 to 01/01/2020. The consumer contacted the seller on 12/30/2019. Repairs were carried out until 01/15/2020. As a result, the product warranty will be valid until 01/17/2020 .

It should be borne in mind that if during the repair a component part is replaced, for which a separate warranty was established in addition to the warranty for the product as a whole, then a new warranty is established for the replaced part of the same duration as it was before the replacement. Its period will begin to run from the moment the goods are transferred to the buyer.

For example, the laptop included a power supply with a 6-month warranty. After 5 months, the laptop broke down and was sent in for repair. As a result of the repair, the laptop's video card was replaced and the power supply was replaced. The warranty period for the laptop remains the same (with the deduction of the repair period), and a new warranty of 6 months is installed on the power supply, which begins to be calculated from the moment the product is returned to the buyer.

About primary and secondary repairs

Primary repair is when a product defect occurs and is repaired for the first time.

Secondary repair – repeated repair is required if the defect appears repeatedly. In this case, it does not matter what the frequency of the defect is (exactly the same defect or of a different nature), the main thing is that the same product must be repaired more than once.

Please note that if a product has several defects at once, but this is the first time you have requested repairs, then such a one-time repair will be primary, regardless of the number of defects being eliminated.

This question arises acutely when there are shortcomings in a technically complex product, since the primary or secondary nature of the repair determines the range of consumer requirements. Let us remind you that if there is a significant deficiency, the choice of consumer requirements does not depend on the number of repairs.

A visual table of consumer requirements for a technically complex product.

During initial repair	During secondary repairs	If a significant deficiency is detected
compensation for repair costs by the consumer or third parties	free elimination of defects replacement with a similar product replacement with the same product of a different model with recalculation reduction in the price of a product	free elimination of defects replacement with a similar product replacement with the same product of a different model with recalculation of the price refund of money paid for goods reduction in the price of a product compensation for repair costs made by the consumer or third parties

Compensation for consumer expenses for repairs made by yourself or a third party

The buyer is not prohibited from independently repairing the goods and subsequently recovering costs from the seller (manufacturer, importer). Sometimes the buyer does not trust the repairs of third-party or organizations simply unknown to him, or situations arise when repairs need to be done urgently, without delay, or the seller’s remoteness does not allow him to timely make a claim for warranty repairs. However, there are several important points that determine the success of the implementation of such a buyer's right. Let's take a closer look.

Who can make repairs

So, repair of a product defect can be carried out:

• by the buyer himself;
• by a third party.

In turn, third parties are:

• any outsider (both citizen and organization);
• a specialized organization (certified specialist) that has the right to carry out repair work taking into account work experience, existing license, accreditation, certification, etc.

What expenses are reimbursed?

1) If the repair was made by the buyer himself:

• cost of spare parts, components, etc.;
• costs for the delivery of spare parts and components, if it is impossible, due to their specificity and rarity, to be purchased at the place of repair;
• costs of consumables (glue, hardware, seals, wires, etc.);
• the cost of disposable tools and devices for repairs.

2) If the repairs were carried out by an outside organization (specialist), the costs include the cost of:

• spare parts, components, as well as their delivery;
• Supplies;
• disposable instruments and devices;
• work performed in accordance with the established price list (price list) or within the average market price.

How are repair costs reimbursed? Option #1

The law does not provide clear rules for satisfying this requirement. Therefore, one should proceed from the prevailing practice and optimality of achieving the goal. It is best to adhere to the following algorithm.

Stage No. 1. First, the buyer must notify the seller (manufacturer, importer) about the detected defect in the product and put forward a requirement that he intends to carry out repairs on his own ().

Stage No. 2. Then present the product to the seller to confirm the warranty case (quality check or examination (in case of a dispute about a defect)). At this stage, the seller or buyer can agree on a preliminary price for the repair. That is, the seller determines the size of the repair based on existing experience in repair work. If the preliminary amount turns out to be less, then in the future the missing difference can be made up additional payment. The general period for payment of compensation for repairs is 10 days from the date of filing the claim.

Stage No. 3. Organize repairs.

Stage No. 4. Submit a cost report () with the presentation of documents confirming the repairs and the cost of expenses. If the repairs were carried out independently, then the buyer submits receipts for spare parts, materials, etc. When the repairs are carried out by a third party, then an act of work performed, a certificate of the cost of materials, a delivery note, an invoice, etc. (in a word, documents usually drawn up organizations and entrepreneurs in confirming repair work).

If there are no such documents, you can contact expert organizations that will give an opinion on the cost of the repairs. True, it will not be possible to recover the cost of such a conclusion from the seller.

How are repair costs reimbursed? Option No. 2

An alternative procedure is for the buyer to contact the obligated person with a request to reimburse the costs of repairs after they have been carried out. This procedure is not prohibited by law. However, if a controversial situation arises, the buyer must prove to the seller that the product had a defect that he eliminated, and also justify the costly part of the repair. This task is not easy.

What are the restrictions?

The warranty may stipulate that the elimination of product defects must be carried out by a specialized organization (certified specialist) that has the necessary approvals (compliance with established requirements) for such work. Without compliance with such requirements, the repair may be considered improper and the costs of its implementation may not be reimbursed. Moreover, this may cause the product to be excluded from further warranty obligations.

This, of course, does not mean that the buyer is deprived of the right to choose a specialist in whom he is confident to carry out repair work, or do-it-yourself repair. The question comes down only to the complexity and features of the product that has failed. For example, the law provides for a license for Maintenance and repair of medical equipment. Therefore, the repair of, say, a blood pressure monitor by an organization that does not have the specified license will be illegal. For the same reason, the consumer cannot repair this product himself.

It’s another matter if the seller imposes repairs only from accredited specialists (organizations). The buyer can carry out repairs from any person who has the appropriate permit, license, or certificate to carry out such work. Whether it is included in the seller’s list of recommended organizations is no longer important, and this does not affect the legitimacy of the buyer’s demands for reimbursement of repair costs.

However, it must be borne in mind that in a controversial situation, the seller can conduct an examination of the qualifications of the repair. And if the work does not meet accepted standards, the buyer’s intention to reimburse expenses will be unauthorized.

Difficult situations

1. Additional actions requiring payment

Sometimes the seller, when making repairs, may perform additional actions that go beyond the scope of warranty repairs (for example, when repairing a computer, an updated version is installed operating system). Often the seller explains this by the need for the product to perform better and demands payment for this.

If such additional work and services were provided without the knowledge of the buyer and, accordingly, without his permission, then payment should not be made. All expenses incurred are borne by the seller, and he cannot force them to be recovered from the consumer, even through court.

2. Declaring repairs out of warranty

A similar situation occurs when the seller accepts the product for warranty repair, corrects the defects, and then announces that the case was not under warranty and the repair was of a commercial nature, that is, it must be paid for. In such a case, the consumer is not required to pay any money. Even if the defect in the product is clearly related to the buyer’s fault and the seller provides evidence confirming this fact (an expert opinion, a certificate from a service center, etc.), the consumer will not have any obligation to reimburse the seller’s expenses. This situation will be interpreted as a manifestation of the seller’s goodwill in providing free repairs.

3. New defects in a repaired product

There are cases when a repaired product with new defects is returned to the buyer (for example, a TV was repaired because the sound disappeared; the product was returned in good condition, but a scratch appeared on the screen, which was caused by repair specialists).

Such defects are not considered as production defects that appeared more than once (new defects or re-appearing defects, etc.). These cases relate to violation of the storage conditions of the goods transferred by the buyer to the seller for repair. And the seller is separately responsible for such damage to the goods - he reimburses the cost by which the price of the goods is reduced. Typically this cost is equal to the cost of repairs, replacement of parts, components, etc.

For this reason, you should be extremely careful when accepting a repaired product and record any suspicious observations in the goods acceptance report. In general, for such purposes, acceptance should be carried out with a familiar specialist, or an independent commodity expert should be invited for a small fee.

If you have questions about the topic of the article, please do not hesitate to ask them in the comments. We will definitely answer all your questions within a few days.

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Portable Personal Computer Lately, everyone has one. Despite the fact that they are being replaced by even more compact and functional equipment, the laptop remains a sought-after product.

The consumer has the right by law to return the purchased product within 14 days. This is a well-known rule that many people use when returning products of poor quality or simply for personal reasons. There is also a limitation - the equipment must look fairly new - without cracks, abrasions or scratches on the body.

However, is it possible to return equipment to the store if you simply don’t like it?

Few people know that it is impossible to return a working device based on a claim under the Consumer Rights Protection Law. This is stipulated by certain amendments to the Government resolution. In fact, it states that technical household goods cannot be returned with a guarantee. As the laptop is such a product, it cannot be returned within 14 days.

When can I return my laptop to the store?

However, a device of inadequate quality can be returned to the store if obvious defects are detected. In most cases, this clause is present in the concluded contract.

Reasons for returning such equipment:

• Defective goods - faulty parts included during production;
• Defects that appeared as a result of careless handling - falling, spilled water, etc.

Defects may include overheating of the processor, constant spontaneous shutdown and freezing of the operating system. The device slows down due to reasons beyond the user's control. It is precisely such problems that can cause the equipment to be returned to the store.

Is it possible to return a laptop of proper quality if you don’t like it?

By law, it is prohibited to return such equipment if it works and is of proper quality.

It is likely that the store may have a promotion, but this also depends on the specific seller of such equipment. Often promotions include the possibility of exchanging an old device for a new one. Of course, the old one must be in good working order. On other days, it will be impossible to carry out such a procedure, since this item belongs to the category of complex equipment, which cannot be returned or exchanged.

By the way, an article about if you didn’t like it might be useful.

How long can I return my laptop to the store under warranty?

The return period does not matter if the device was purchased under warranty. It is considered a kind of indicator of what type of defect has appeared. In other words: during the warranty period, any defect will be considered manufacturing, and after its expiration - operational.

In reality, this does not matter at all, since an examination is carried out to determine what type of defect was discovered. Based on its results, a decision is made on whether the equipment can be returned to the store. Expiration of the warranty is not a reason for not returning or not accepting the device to the store.

How to return a laptop to a store under warranty within 14 days?

Features of returning a laptop under warranty within 14 days include the following points:

• A technical defect cannot be eliminated;
• The cost of repair is more expensive than the product itself;
• The repair period is too long;
• The defect is part of a chain of flaws that disable the laptop;
• The seller and the manufacturer's representative did not complete the repair of the faulty laptop within the time period specified in the contract.

The contract is supported by a receipt confirming the delivery of the equipment for repair. The product must be repaired in a month. If the deadline is violated, the seller is obliged to refund the full cost of the equipment or give you a new product with the same characteristics.

The buyer can demand a refund and exchange for a new one in all of the above cases.

Can I get a refund for a laptop within 14 days?

You can get a refund for the product within 14 days if the buyer finds a defect in the device. It also doesn't matter how obvious the defect is - even dead pixel on the monitor or a drop-down key may result in a refund. By law, you must be reimbursed or free repair device. You can also request to exchange the equipment for a new one.

Is it possible to return a laptop purchased on credit back to the store?

The buyer can return a device purchased on credit. The reason may be an identified defect. The seller cannot refuse by law if defects in the goods have been identified by the buyer. The seller must also reimburse all bank interest costs paid by the buyer at the time of repayment of the loan. Also, all debts from the consumer are removed.

The euphoria of buying a laptop ends at a certain point, and after another look at the purchase, you can conclude that it does not suit any of the characteristics. Most consumers know about the 14-day period, but slightly different rules apply for returning laptops and complex equipment.

If the laptop is faulty or has external damage that was present from the factory, then you can exchange or return money for such a product, but if the return is not based on any problems with the equipment, then everything is much more complicated. Let's look at them in more detail in this article and find out whether you can return the laptop within 14 days.

Returns and exchanges

There are certain documents and laws regulating this procedure. These include the Law on the Protection of Consumer Rights and the resolution of the Russian Federation on the sale of certain goods. If we consider the last document, it states that A laptop is a complex product; returns and exchanges are possible only if there is a manufacturing defect or defect.

Return and return within 14 days

However, you should not give up if you don’t like the product. Returns or exchanges are not prohibited by law; a decision of this kind is made by the store or seller itself. You can count on the goodwill of the store and try to explain your situation to the staff, but the seller is not obliged to meet the buyer halfway in this situation.

When trying to return a product, you should say that you are not satisfied with it technically, with its performance or software. If the buyer says that he is not satisfied with the color, then most likely he will not achieve what he wants. If the buyer nevertheless decides to apply, then if he refuses, he should not be upset, since the decision in this situation remains with the store.

Exchange within 14 days

This case is similar to the option of returning a laptop. It is almost impossible to exchange it for another without significant flaws or malfunctions. The decision in this case also remains with the store. But you can try to make an exchange. Sometimes stores meet their customers and can exchange the laptop for a similar one.

Laptop is faulty

If during the operation of the laptop shortcomings or malfunctions are identified, then in such a situation it is imperative to contact the store. The consumer has the right to put forward certain demands to the seller not only within 14 days from the date of purchase, but also after. We will consider the latter option a little later, but for now we will describe in more detail the procedure for returning or exchanging a faulty laptop in the first two weeks.

If there are serious deficiencies that do not allow the product to be used for its intended purpose, then you must contact the store and put forward your requirements. The store must conduct an examination to identify deficiencies and will make a decision based on the study. If the fault is confirmed, the consumer has the right to return his funds or request an exchange of goods.

Let us consider the examination procedure in more detail. It is carried out by a store or independent company and To exchange or return money you must:

• Present a laptop with its complete set and without third-party programs installed on it;
• Provide a document confirming the purchase;
• Provide a warranty card for the purchased product;
• Have with you a document confirming your identity;
• Write an appeal with the requirements presented to the store.

The appeal must be drawn up in two copies, one of which is given to the store, and the second remains with the consumer. The second copy should bear marks indicating that the document was accepted for consideration. You must do this and insist if the store refuses to do it.

The address does not have a specific form, but usually it is consists of three parts:

• Introduction;
• Informational;
• Conclusion.

The introduction includes all necessary information about the store to which the applicant is applying and the personal information of the applicant himself.

The information part contains a description of the main essence of the appeal and the presentation of requirements to the store, which must be justified from the point of view of the law.

The final part consists of the applicant’s signature and the date of the application.

Factory defect

If the examination confirmed the fact of a manufacturing defect in the goods, and the applicant applied within the first two weeks, then the consumer has the right:

• Request a refund;
• Demand to replace the laptop with a similar one with a refund of the difference or an additional payment on your part. Can also replace the laptop with another product;
• Receive a discount on the purchased product, the percentage of which is determined based on the malfunction;
• To carry out warranty repairs on a laptop.

In the event that a product malfunction occurs during the warranty period of the laptop, the consumer also has the full right to a replacement or refund of the money paid for the product. For this it is necessary that:

• After the warranty repair, the malfunction reappeared or required a long time or money to eliminate it (more than 45 days);
• The product spent more than 30 days a year in repairs.

Attention

If the manufacturing defect is not confirmed, then the consumer’s claims will be denied. But if he considers that the examination was biased or that any violations were committed in the decision-making procedure on this issue, then it is necessary to contact higher authorities, for example, the Prosecutor's Office or the court.

Reasons for refusal

Based on this article, we can conclude that the list of criteria that may cause a laptop to be returned or exchanged is quite meager.

Refusal to replace or return may be:

• No faults;
• Violation of operating conditions of equipment or its improper use;
• The request was made two weeks after the purchase. In this situation, only warranty repairs will be carried out.

The selection of technically complex goods should be approached responsibly, since the procedure for returning or exchanging them can only be carried out under certain conditions.

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The joy of buying a new laptop in a store can quickly fade if for some reason you are not satisfied with it. However not every reason is a reason for an exchange or return laptop back.

It’s one thing when a computer breaks down or is not working correctly, but it’s quite another when the laptop simply doesn’t suit you with its characteristics or appearance.

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:

In computer technology, which includes a laptop, There are certain rules for exchange and return, significantly different from the rules for the sale of other non-food products. We’ll talk further about whether it’s possible to return a laptop if you don’t like it.

What is the liability for misleading the buyer under consumer protection law? Find out about this from ours.

Is it eligible for return or exchange?

Return or exchange of non-food products regulated by two main legal acts:

• Law “On Protection of Consumer Rights”;
• Decree of the Government of the Russian Federation No. 55.

According to the list of goods specified in the government decree, computer technology falls into the category of goods exchanges and returns of which are not carried out within two weeks, if no defects are identified in them.

Laptop and desktop computers (including a laptop) are classified as a category and are not subject to the law, according to which you can exchange or return an unsuitable product without.

Is it possible to submit within 14 days?

The buyer can focus on the fact that the performance characteristics of the laptop are not suitable for him (not enough performance, not satisfied with the installed software etc.), but, in any case, the decision to agree or refuse a return will be made by the management or management of the store on a voluntary basis.

Is it possible to exchange?

Is it possible to exchange a laptop for another one or a tablet within 14 days? Exchange within 2 weeks of a laptop that does not have identified defects is also not guaranteed by law and remains the good faith of the seller.

As a rule, retail chains and stores can exchange a working laptop for another product if its cost is the same or higher than the cost of the laptop that the buyer was not satisfied with.

In this case, the store may voluntarily exchange the laptop even if the examination did not reveal any deficiencies in him.

How to return a laptop with defects?

A completely different situation arises when the purchased laptop has shortcomings that affect its operation and operation.

In a situation where the buyer declares self-identified defects, an examination is appointed, which should confirm or refute the seller’s statement, as well as find out the cause of the shortcomings.

1. Provide the product (laptop) to the service center or store in the original packaging in the form in which it was sold (without independently installed software).
2. Provide a sales or cash receipt.
3. Take your general passport with you.
4. Write a return/exchange application, one copy remains with the buyer, one is given to the seller.

Manufacturing defect

If the examination reveals a manufacturing defect in the laptop, then the seller or manufacturer bears full responsibility for it.

In this case, if the buyer applies with within 14 days after purchase inclusive, He :

If defects are identified after two weeks, then the product will be processed. But even in such a situation, the buyer may require replacement or refund laptop if:

• warranty repairs have not eliminated the identified deficiencies or require a significant investment of time (more than 45 days) and money;
• are violated;
• The laptop is under repair more than 30 days a year.

Operational defect

If the examination shows that no defects or deficiencies were found in the purchased laptop, or that the identified defects are a consequence of improper operation, then the buyer will most likely be refused to return or exchange the laptop.

If you disagree with the results of the examination, the buyer can order an additional independent examination, which will have to be paid for independently, or go to court.

In what cases will a refusal occur?

Thus, situations when you can exchange a laptop or return the money paid for it, quite limited.

You can exchange or return funds only if manufacturing defects are found in the product within 14 days after purchase, inclusive.

If deficiencies are discovered later, then warranty repairs are carried out. The seller has the full legal right to refuse a replacement or refund of funds paid in cases where:

1. The laptop has no identified defects.
2. Detected defects and shortcomings are the result of use of the laptop by the buyer.
3. A laptop with manufacturing defects is provided 14 days after purchase (warranty repairs will be made).

Like any computer, a laptop belongs to the category of expensive and technically complex products, so its selection and purchase must be approached seriously.

It is advisable to immediately find out its performance characteristics, since replacing a laptop that you don’t like or doesn’t meet the specifications, most likely it won't work.

It is also unlikely that you will be able to exchange or return a computer whose defects are caused by careless handling or actions that contradict the instructions for handling equipment.

In the same time, in case of detection of manufacturing defects, can exchange or return the purchased laptop within two weeks; if the request is made later, the laptop can be repaired under warranty.

Can I return my laptop if I don't like it? Watch the video about returning technically complex goods: