Return of the washing machine within 14 days

Customers often need to return appliances to the store for personal or technical reasons. However, not all retailers will accept washing machines back, which sometimes violates current legislation. According to the Civil Code and the Law on Consumer Protection, many items can be returned for a full refund within 14 days. Whether washing machines are included in this category and what to do to ensure a positive outcome is discussed below.

If the machine works?

The idea of ​​returning a washing machine to the store arises when the customer is unsatisfied with the machine for some reason. The most common reasons include defects and visual flaws discovered after the purchase, as well as failure of the unit during the warranty period. Such requests are understandable, but what if the purchased washing machine is the wrong color, size, or simply doesn't suit the owner?

In the latter case, there are no complaints about the machine's quality—the unit is fully functional and has no technical issues. Therefore, we immediately turn to the Government Decree of January 19, 1998, which specifies products that cannot be exchanged or returned without good cause. Washing machines are among these, so the two-week rule does not apply to them. But it's not all bad—in reality, this restriction can be circumvented in some cases:

• When purchasing a car online, the buyer has the right to cancel their order within 7 days of receiving the goods.

Only "whole" machines that have never been used and retain all store stickers, tags, and packaging elements can be returned for a refund.

• If there's no warranty, check the warranty card. If it's blank, you have a good chance of returning the machine to the seller within two weeks.
• If you don't know all the operating instructions for the washing machine. The right to return the washing machine within 14 days also applies if the seller has been dishonest and has failed to provide the consumer with all the information about the machine, its specifications, functionality, and operating instructions. However, this can only be proven with the help of experienced attorneys.

However, more often than not, the demand to “take back” the sold equipment is legally unfounded. It's better not to throw a tantrum in the sales area, but to try to negotiate with the management of the point of sale about an exchange or returnRemember that reputable brands value their reputation and won't deliberately quarrel with their customers.

We return defective equipment

It's difficult to arrange a return if you're not satisfied with the machine, but if obvious chips, dents, or unusual noises are detected, the process goes much faster. However, there are deadlines here, and missing them can result in losing favorable terms. Defects discovered within two weeks are grounds for exercising certain rights.

1. Request a full refund of the amount paid within 10 days.
2. Insist on exchanging a defective washing machine for a similar model with a recalculation or additional payment. The law gives the store no more than a month to do this.
3. Initiate repairs to the equipment, either immediately at the retailer's expense or out of your own pocket for subsequent reimbursement. The claim will be satisfied within 45 days.
4. Ask for a discount that will be proportionate to the defect discovered.

All requests and demands must be documented. A free-form complaint addressed to the store manager is requested, asking for a refund or a replacement for the defective equipment. A copy of the passport (or other identification document) and a receipt confirming the purchase must also be attached. However, the absence of the receipt should not be grounds for refusal, as according to the previously mentioned law, the buyer is not required to present a receipt.

If the store doubts that the washing machine was purchased from them, the dispute is resolved in court. Alternatively, the store's management may request that the customer provide other payment documents, such as a warranty card or original packaging, in addition to the receipt, invoice, or invoice.

When purchasing a washing machine on credit, the list of documents required includes copies of the loan account and collateral agreements. A statement from the lending bank detailing the loan amount and the outstanding balance will also be required. It is important to also present receipts if payments were made to repay the loan taken during the past period.

After the allotted 15 days have passed, the buyer can only hope for a warranty repair. Returns after two weeks are permitted extremely rarely and only for the following reasons:

• the defect detected is very serious;
• warranty repairs took more than 45 days;
• Repairs are required very frequently, and the total operating life of the machine per year does not exceed 30 days, since defects in its operation constantly need to be corrected.

However, the law protects not only the consumer but also the seller. For example, the store has the right to have the disputed equipment tested by a special expert. The cost and delivery are covered by the test initiator, and the buyer can attend the test.

Under the consumer's control, an acceptance certificate is drawn up, which must include the following:

• name of the machine, its brand, serial number, year of manufacture;
• general characteristics of the model with a list of all existing defects;
• detailed description of damage (nature, size).

To avoid any misrepresentation of the results, you can attach photographs of the washing machine from all angles to the acceptance certificate for examination.

The inspection will determine whether the defect is a manufacturing defect or caused by the user's carelessness. If the experts determine the consumer is at fault, they will be required to reimburse the cost of the inspection and pay the seller for the cost of transporting the equipment to its destination.

If the equipment was purchased on credit

If the appliance is purchased on credit, another party is added—the lending bank. It's important to understand that when a washing machine is loaned, it becomes collateral and is considered the property of the FKU until the loan is fully repaid. Therefore, it's important to coordinate any actions with the third party in the transaction.

However, this shouldn't prevent a return. It's important to understand that a return only terminates the purchase and sale agreement, leaving the credit agreement intact. Forgetting the debt obligation will result in late payments, penalties, and fines. Don't despair, as several scenarios are possible.

1. Return and contract termination. By returning a defective washing machine, the buyer has the right to terminate the loan agreement early and release themselves from the collateral.
2. Repayment and early repayment. Within 30 days of payment, you can submit an application for full early repayment, after which the store will return the purchase amount directly to the consumer's bank account. Then a certificate of absence of debt and the amount of interest paid to the creditor will be added to the list of required documents.
3. Replacement of collateral. If a consumer wishes to exchange a defective washing machine for a model of similar price and specifications, the bank will accommodate and amend the loan agreement. All that's required is to provide the lender with a written request, documentation confirming the return of the appliance, and documentation for the new machine.

The main thing to remember is that if a defective product is returned, the seller is obligated to bear all costs associated with the loan. The final amount includes the principal and accrued interest. The compensation process follows the standard procedure: submit a written claim to the Federal Credit Institution, repay the loan to the bank with the required additional payment, obtain all the necessary documents (regarding the final loan amount and its early repayment), and demand compensation from the store.

The seller is not making contact

But not all retailers are cooperative with consumers. Some companies refuse to allow washing machines to be returned under warranty or processed for return. Management will begin to prevaricate, stall, or even deny the legal right to return defective equipment. If a peaceful resolution is impossible, a complaint will have to be filed with the regulatory authorities:

• head office of the seller company;
• local office of Rospotrebnadzor;
• territorial branch of the Society for the Protection of Consumer Rights;
• the prosecutor's office or court at the place of registration.

Contact information and addresses of these organizations can be found on their official websites. Detailed instructions, sample applications, and review timelines are also available there. Complaints are typically responded to within 30 days.

But you should be careful when writing your complaint. This must be a claim, filled out by hand or typed on a computer, in Russian and in free form. The main thing is to indicate the following information in the text of the application:

• Name of the retail outlet and full name of its director.
• Personal data of the consumer.
• Information about the purchased washing machine (date of manufacture, brand, serial number).
• Summary of the claim.
• Links to laws, regulations, and the Civil Code violated by the store.
• The cost of the machine.
• Date of execution of the purchase and sale agreement.
• The date of the request for return or exchange.
• List of documents attached to the complaint.
• Signature and its decryption.

If the car was purchased on credit, we ask that you reimburse the money already paid on the loan.

Two copies must be completed and then "certified" at the store, one sent to the chosen authority, and the other retained. The consumer has the right to demand that the seller replace the defective washing machine or refund the money spent on it. The main thing is to insist on your position and comply with all formalities.

   

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