How to return a washing machine under warranty

By law, a customer can return a washing machine to the seller under warranty, but only if it's of poor quality. Returning a defective washing machine to the store is straightforward. However, if the user is disappointed with the machine or doesn't like it, but has no complaints about its operation, a simple refund is not possible.

An exception is the purchase of equipment remotely. Resolution No. 2463 of December 31, 2020, applies to this situation, so the washing machine will still be eligible for return. Let's look at how to return a purchased washing machine and what steps are required.

If the machine is in good working order and has no defects

The relationship between the seller and the buyer is regulated at the legislative level. A store may refuse to accept back a washing machine without any signs of defect because it is a technically complex product. However, within 14 days, it is possible to exchange the machine for a similar one, or for another model, with an additional payment in both directions.

The "14-day return" rule does not apply to automatic machines, as they are considered technically complex products.

Therefore, if an automatic washing machine isn't the right size or doesn't fit your interior, simply returning it will be nearly impossible. Stores, citing laws and regulations (such as the Government Decree of January 19, 1998, which specifies items that cannot be returned without a valid reason), refuse to accept appliances of the required quality or issue refunds.

The best solution is to negotiate an exchange of the automatic machine. Stores, valuing their reputation, often accommodate customers by agreeing to replace a recently purchased washing machine with a new model. It's important to complete the transaction within two weeks of the purchase date.

Exchange for another model will be allowed if:

• the product has not been put into operation;
• the factory packaging is intact;
• the appearance of the machine is not damaged;
• transport bolts were not removed;
• There are receipts for purchase.

Experience shows that some customers are able to return a fully functional washing machine to the store and get their money back. This usually happens if:

• manages to reach an agreement with the store administration and resolve the issue peacefully;
• The seller has nothing to offer as a replacement.

Therefore, if there are no complaints about the functionality of the automatic washing machine, it is fully functional and free of any defects, returning it to the store for a refund will be problematic. Typically, sellers will only agree to a replacement model, but the previously purchased device must not have been used.

Filing a complaint with Rospotrebnadzor or the courts in this case will be pointless. The law will side with the seller, as the buyer was provided with a complex, high-quality product. However, by hiring a competent lawyer, you can try to steer the case in your favor.

If the machine was purchased online

You can easily return a washing machine you don't like, purchased online. According to Resolution No. 2463 of December 31, 2020, if an item was purchased remotely (despite its technical complexity) and the packaging and appearance of the product are intact, a return is permitted. The buyer must also have receipts confirming payment for the equipment.

If a buyer doesn't have a receipt, this doesn't deprive them of the right to confirm the purchase of the vending machine in another way, for example, by printing a bank statement.

According to current regulations, what is the time limit for returning a good quality product back to the store?

• A week if the buyer has signed the acceptance certificate for the goods.
• Within 30 days, if there is no receipt of the washing machine from the buyer.

The buyer also has the right to request a refund for a washing machine purchased remotely at any time before receiving the equipment.

How does a return process work in this case? The buyer needs to:

• notify the seller of your desire by sending them a written request to return the goods and the funds paid for them (usually such a request is available on the website of online stores, or you can also write the document by hand and send it by email);
• Wait until the seller reviews your application and provides feedback.

The timeframe for reviewing such complaints is established by law. The seller must respond within 30 days. The store notifies the customer of its decision by phone or email.

In the event of a refusal, the buyer must contact Rospotrebnadzor or the court. If the appearance, packaging, and characteristics of the vending machine purchased remotely are intact and have not been used, the seller is obligated to take the product back and refund the money. In this case, the law will side with the consumer.

The return request can be completed in any format; there is no standard template. The request must include your full name, contact information, email address, and purchase details. Please also include the washing machine model and the reason for returning the appliance.

The purchase price must be indicated, and it's advisable to include the receipt number. The document's date and signature should be written at the bottom. The payment receipt should also be attached here.

If the machine is defective

The easiest way is to return a poor quality product to the store. The seller is obliged to accept back an automatic washing machine that shows signs of defect. You must notify the retailer's administration of any discovered defects no later than 14 days from the date of purchase (in this case, you will be eligible for a full refund).

An automatic machine will be considered defective if:

• the body has chips, dents, cracks and other defects;
• the device is not fully assembled;
• the operation of some functions is disrupted;
• the technical characteristics of the model differ from those stated in the documents;
• the products do not meet current quality standards.

As for defects, there are different types. The following defects are encountered:

• normal – in this case, the quality of the product does not meet the standards established for it;
• significant – it is difficult to eliminate such defects, it may take a lot of time and money;
• obvious – such defects are noticeable after visual inspection of the washing machine;
• hidden – the defect is discovered only after the device has been put into operation.

You can return your washing machine under warranty within the first 14 days after purchase in case of any defect, even a minor one.

If two weeks have passed, you can hope to have the defect repaired under warranty. In this case, you won't be able to get your money back, but the seller is obligated to repair the washing machine or replace it with a similar one. The right to free service is valid only for the duration of the warranty period.

You cannot return a defective product if:

• the buyer was warned about the defects;
• defects appeared due to the user's fault;
• the warranty period has expired.

If you discover a defect, you should report it to the seller as soon as possible. Stores typically accept returns of defective equipment without issue, offering a cash refund or exchange. However, if an agreement cannot be reached, you'll have to take further action.

If the seller refuses to resolve the issue peacefully, you should file a complaint with the store. There's no standardized template, but you can find a complaint form online.

The claim must include:

• buyer's last name, first name, patronymic;
• mobile number, email address;
• date of purchase;
• washing machine model, its serial number;
• the reason why the product is being returned (it is better to describe in detail all the identified defects);
• demand for a refund for the device;
• inventory of documents attached to the claim.

The claim must be supported by:

• sales receipt;
• warranty card;
• overhead;
• acceptance certificate.

How much time does the seller have to make a decision on the claim?

• If the applicant requests a replacement for a defective washing machine, the review process takes up to seven days.
• When a refund is requested, the seller is given 10 days to consider the request.

The seller will refuse to accept the SMA and refund the money if the defect is due to the user's fault.

Buyer claims may also be rejected when the defect is the fault of the equipment carrier. In this case, an expert examination is conducted. The investigation determines the cause of the washing machine's malfunction.

The store typically refunds funds within 10 days of receiving the customer's request. If the transfer is made through a bank, this period may be extended by 3 days to a month, depending on how long it takes the financial institution to process the transaction.

By law, the seller is required to pay a penalty for each day of delay. The amount of the penalty is determined in the agreement. If the issue is resolved without an agreement, the penalty is the standard 1% of the device's value.

Returning a technically complex item like a washing machine to a store isn't easy, especially if there are no complaints about its quality, appearance, or functionality. It's easier if the machine is defective, but even then, the seller will try to repair or exchange the washing machine. Therefore, when filing a complaint, clearly state your demands of the other party.

   

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