Is it possible to exchange children's goods? Returning a stroller to a store

Shopping for goods for families and children often results in problems due to the need to return. And the reason for this is not always poor quality.

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Many retail outlets have a negative reputation in this matter. How is it going in Children's world? Let's take a closer look.

Store Feature

Detsky Mir is a specialized store aimed at meeting the needs of minor consumers, their parents and employees of medical and educational institutions.

The products presented in this retail chain satisfy the needs of children of all ages and are divided into the following groups:

• products for school and creativity;
• toys, games;
• products for the little ones;
• active recreation, sports;
• clothing, accessories, shoes.

The store features products from leading brands having international certificates of conformity.

The products are recognized as absolutely safe for children, and therefore can be widely used for a variety of needs.

The store is fully responsible for the compliance of the received products with the requirements for quality, shelf life (for food and cosmetic products), and safety.

However, it is not responsible for:

• actions of third parties;
• damage to goods caused by factors that store employees could not influence ( natural disasters, disasters, etc.).

Currently, the store sells products through a retail network, also through an online store. Modern customers have the opportunity to order goods delivered to their door, no matter where they live.

All store activities, regardless we're talking about about stationary retail outlets, or an Internet resource, is regulated by current legislation and complies with the standards established by the Consumer Rights Protection Service. All operations of Detsky Mir are recorded with cash or sales receipts, ensuring the client’s right to return the product or exchange it for another.

Purchase returns

Even quality product does not always satisfy the customer’s requirements, let alone a toy, clothing or other thing that does not have the characteristics stated in the information booklets. If one falls into the hands of the customer, he is not obligated to pay for it at all.

A client of the Detsky Mir store chain has the right to refuse a transaction for the purchase of goods at any stage of its preparation and execution.

It doesn’t matter whether he decided to return the units already received, or terminates the transaction before the goods were handed over to him. He is obliged to be guided in his actions by legislative norms, in particular. At the same time, it is taken into account that refusal of goods before their arrival to the client and return of products is not of proper quality going to the store are different events that have their own nuances. The consumer needs to study them well in order to be able to assert their rights.

If ordered but not delivered

The buyer has the right to refuse the goods before they are delivered to him by the courier.

The reasons for this may be:

• inadequate level of fulfillment of obligations by the store or delivery service, failure to meet deadlines without warning the buyer;
• the client has information about the product’s non-compliance with the declared characteristics;
• other circumstances not related to this transaction.

You can refuse a product that has not yet arrived at any time. In order to do this, the buyer must contact the store service himself, register a refusal and submit a paper for a refund.

You can fill out a request on this issue on the website, however, in order to quickly cancel the order and promptly return the money, it is recommended to contact a company representative by phone.

This must be done in advance, without waiting for the order to be delivered to the post office or by courier at your door. If a product is rejected, the store is not obliged to return to the client the funds spent on its delivery. In this case, the period of notification of refusal before the scheduled delivery date is not taken into account.

Item received

The client has the right to return the goods to the seller within 14 days from the date of purchase, although representatives of the Children's World recommend keeping within the first 7. But in order to this operation was possible, the buyer should have in his hands a cash receipt or payment receipt, tags and labels of the purchased item, and the product itself should not lose its presentation.

The client has the right to return the purchased item to the seller without explaining his decision, except in cases where the goods purchased by him cannot be returned by law.

This category includes hosiery, underwear, baby food and other personal goods. WITH full list Such products can be found in the clauses of the consumer rights law.

Upon receipt of the goods, the client has the opportunity to inspect it and check the quality. This chance must be taken advantage of. A person has the right to refuse a purchase on the spot if he immediately identifies defects. Then he simply does not sign the acceptance certificate and declares his desire to exchange the item or return the money for it.

In the absence of a goods acceptance certificate signed by the client this procedure is significantly simplified; moreover, the buyer does not need to spend time and effort traveling to the point retail to return unwanted toys and items.

If the client has signed the document, he may forget about the possibility of returning the item, since most often the store does not satisfy requests for returns and exchanges of products accompanied by such acts of acceptance.

Doubts about quality

Upon receipt of the goods, the client may doubt its compliance with the characteristics indicated on the website and return it to the sender on the basis that the specified item:

• its characteristics do not suit it (the color or design of the product has been changed, but not the composition or functionality);
• does not correspond to the declared basic characteristics, has visible damage.

Most often, the buyer returns the product, doubting its quality. To further consider this issue, it is worth finding out what exactly is meant by the term “poor quality product” by the main regulatory document - the Law on the Protection of Consumer Rights.

It is customary to call a product of poor quality if, due to damage or problems during manufacturing, it cannot perform its declared functions. So, if a talking toy was purchased for a child, but during inspection of the latter it turned out that it cannot talk (some parts of the mechanism are missing, or they are simply broken), such a product is considered to be of poor quality. Changes in its design or making the item in a different color cannot be considered low quality of a product, as this does not affect its functionality.

If the client doubts the quality of the product, or has information about its unsuitability (and he was not notified of this by the seller before placing the order), he may demand a replacement of the product, or a refund for it.

In this procedure, he can refer to Art. 18 of the Consumer Protection Law, which prescribes the course of action and responsibilities of the parties in such cases. However, if the product was purchased at a discount and the seller warned the buyer in advance about the loss of its qualities, the person cannot return such a purchase.

Set of documents

In order to return a product to Children's World and receive a refund, the client must provide the responsible person with the following documents:

1. passport;
2. cash receipt;
3. invoice (if paying by bank transfer).

You will also need to write a written statement about the return of the product and the requirement to replace it with the same one, but of proper quality. The absence of one of the documents in this list can serve as a compelling argument for refusing the client’s request.

If the goods have been delivered courier service, the store can also attach to the case a product acceptance certificate signed by the buyer. As a rule, such an act makes it possible to remove the issue of returning funds for the product or replacing it with an analogue, since the buyer himself inspected the item and agreed that it corresponds to the descriptions on the site and the quality is satisfactory.

After submitting the documents, an act on the return of the goods is drawn up, which states the full name of the organization that provided the product, customer data, information on the product, terms of the transaction, and also indicates the need for return Money or delivery of a new product, but of appropriate quality, within a specified time frame.

Financial issue

How to get my money back?

A refund is the main requirement made by the buyer when he receives a low-quality product. And according to the law, it must be satisfied by the store short time. When drawing up demands for the return of their funds, the buyer should use the data in Art. 22 of the Law of the Russian Federation “On the Protection of Consumer Rights”.

You need to pay attention to the next point - the seller is obliged to return the client full amount for goods without costs.

In case of an official return, the amount in the amount of 10-15% There is no charge for placing the order itself. The same applies to refunds for goods that were never delivered to the recipient.

The Detsky Mir store does not require a deposit for products, which is not returned to the client. The only type of funds that do not have to be paid by a party are shipping costs, since the party transport company There are no violations in this agreement.

As for the timing, the law provides for a mandatory refund for goods received within 10 days. If there are delays or delays, the buyer has the right to contact the consumer protection service and ask for their assistance in this matter.

Who will pay for delivery and return?

In cases where the product was ordered through an online store and its delivery was paid by the buyer, the store does not reimburse the money for it. The fact is that, according to the same law, he has the right to demand only the funds spent on the goods themselves, but not on their transportation.

As for the transfer of goods to the seller, this also falls on the shoulders of the buyer. He needs to deliver the item to any of the Detsky Mir stores (retail) and hand over the item to the manager there. IN in this case A person’s travel from home to the store is also paid for by him/her himself.

Since the exchange of goods ordered through the online resource of the Detsky Mir store involves repeated shipment of products, the buyer pays only for one-time delivery.

The transfer of property by the company back to the warehouses from the retail point is provided by the company’s employees and is no longer the client’s obligation. As for the payment for the delivery of a new product, it is also paid by the store itself if it admits guilt in the low level of service provided.

When returning goods by mail, the costs are also borne by the client.

What do customers say about Detsky Mir?

Children's World is one of the most popular specialized stores, which is why customers are very willing to share their impressions of visiting it. After reading this information, you can find out which products are worthy of more attention, what there are currently discounts on, what new promotions the store has launched, and most importantly, how things are going with the service at various retail outlets and for online orders.

Children's World itself does not allow users who are not registered on the resource to exchange impressions, so they have to rely on other sources.

As for the issues of exchange and return, customers agree that if the receipt and tags on the product are intact, they change it quickly enough and without any problems. As a rule, all issues can be resolved during the first visit to the retail outlet.

Children's toys are often bought at the child's whim, and it is not always possible to examine, much less evaluate, the product. The opposite situation may also occur, in which a carefully verified purchase turns out to be of poor quality. Any of these or other situations necessitate the return of the toy to trading network. Sellers, often justifying their actions by clauses of the consumer protection law, refuse to accept gaming products in the store. You need to figure out whether children's products really cannot be exchanged, and their return is impossible.

Are children's toys subject to return or exchange - the law

The Consumer Rights Protection Law stipulates that every person can return what they have purchased in two main cases:

• The product has proper properties, but does not satisfy the buyer with its characteristics;
• The purchased products were found to have manufacturing defects, or the breakdown occurred due to improper storage or transportation.

The law has an exclusion list of goods that cannot be returned unless there are manufacturing defects. Toys are not included in this list. But according to the sales rules, there are still restrictions on returns.

In what cases can you return a toy to the store?

Products of proper quality can be returned provided that toys do not meet the specifications stated on the packaging, or the information that was received from the seller was not entirely reliable. When returning products of inadequate quality the main reason is the detected defect . In this case, the buyer will be required to prove the fact of making a purchase in this store by presenting a sales receipt, packaging with a bar code, warranty card or other evidence to the seller. Implicit or questionable failures are subject to expert evaluation. The expert makes a competent conclusion about how the breakdown was caused. Based on this assessment, the product may be accepted back or the store may refuse to return it.

Is it possible to return children's toys to the store if you don't like them?

It is not possible to return children's products due to children's lack of interest in this product. When returning, the main thing is the validity of the request. An exchange can be made even in the absence of compelling reasons, if you reach an amicable agreement with the seller. A friendly approach can help the consumer in exchanging a purchase. To do this, the item must be preserved in its marketable condition, that is, it could not have been used. A broken toy without packaging cannot be exchanged.

According to the rules for accepting returns of children's goods, the following cannot be returned:

• Goods classified as soft;
• Rubber products that must be inflated to operate.

These prohibitions are related to the personal hygiene of children and adults.

How long can I return a toy to the store?

You can return goods to Children's World within a period of 0 days to 2 years. According to the rules of the Russian Federation, the return of toys of proper properties to the store is possible from the date of purchase for 2 weeks. By law, this period is counted not from the date of acquisition, but from the next day after registration of the item.

If the consumer intends to hand over low-quality products, then he must understand that the entire warranty period is at his disposal. The absence of a warranty period allows the consumer to count on a return period determined by law, measured in two years (details on the warranty period can be found in the consumer rights law). Even the past warranty period makes it possible to return children's goods, for example, complex technical ones. It may happen that a manufacturing defect causes a breakdown after the warranty period has expired. Having proven this fact, the consumer has the right to return the product.

Is it possible to return a children's toy to the store without a receipt?

The law clearly states the rule regarding the presentation of a receipt when returning products. A cash receipt is one of the essential proofs of purchasing an item in a store. A copy of the receipt is always attached to the claim, and it also serves as justification for the amount to be returned. But the consumer protection law allows you to return children's items if the buyer is able to prove that the product was purchased in this store.

To prove this you can use:

• Raising cash register tapes stored in the store and duplicating customer receipts;
• Verification of the product by barcode, if the outlet operates a system for registering children's products by code;
• Presentation of evidence in the form of testimony.

In fact, it is not so difficult to prove the fact of purchase; it is much more difficult to defend your right to return. The law allows without a check, that's true. But sometimes sellers refuse to accept even manufacturing defects, and sometimes it’s impossible to return quality products.

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Many people buy things for children without trying them on, choosing them as a gift for a child. After this it turns out that the item does not fit. It happens that the buyer discovers defects. Is it possible to return the goods back in this case? The law allows this, but under certain conditions.

According to the law on the protection of consumer rights, the return of children's goods can be carried out in two cases: if the item is of poor quality and if no manufacturing defects are found in the product.

The store will accept the defective product back without any reservations, exchanging it for a new one or returning the money to the buyer.

The following are considered marriage:

• presence of holes;
• poor quality seams;
• lack of buttons or decorative elements;
• unstable color of the product.

If such defects are discovered, the buyer can safely return the product to the store. But it should be remembered that according to the law on consumer rights, an examination is always carried out when delivering a low-quality product. Its results serve as the basis for a refund or replacement of the product with a new one.

In the case of a quality product that does not fit the size or season, the return will be processed in a different way.

The law allows you to exchange or return quality goods to the store if the buyer approaches the return process correctly:

• will not miss the return deadlines established by law;
• will return a new, unworn item;
• will prepare all documents accordingly.

The procedure for returning a new high-quality children's item to the store

Returns of children's goods are carried out in the same way as returns of goods for adults. According to paragraph 1 of Art. 25 of the Law “On Protection of Consumer Rights”, the buyer has the legal opportunity to return a quality product to the store within two weeks from the date of purchase.

You can return a quality product on the grounds that the size does not fit the child, or the item is of the wrong shape or color.

In this case, the buyer must comply with a number of requirements:

• the product must retain its display appearance: price tags, labels, tags and other markers used in the sale of goods must be in place;
• the returned product must not be worn or damaged;
• keep the receipt indicating the purchase of the goods in this store

The return of a children's item must always be justified, just like the return of any other product. The justifications must be consistent with those listed in the consumer protection law. Only in this case will the store accept non-defective goods back.

Conditions for returning children's goods established by law

Quality products must be returned within 14 days from the date of purchase. It will not be possible to return the item later. The day on which the product was purchased is not taken into account.

To determine the exact period for returning the goods, 14 days are added to the date of purchase. The resulting result will be the deadline for returning the goods. After this, it cannot be returned to the store.

Upon delivery of poor quality children's goods the buyer has the right to return it under warranty even if the seller did not provide a warranty. The guarantee is established by the law “On the Protection of Consumer Rights”.

Procedure for returning goods from the category in question

Before returning a quality item, the buyer must ensure that all tags and labels are in place. After this, you need to take your check and passport and you can go to the store. In this case, you should accurately determine the reason for returning the item.

The item may not fit: it may be too big or too small. The reason for the return must be indicated in the return application. By law, when returning, the buyer must write a statement indicating the reason for his return. The application is filled out in the store in the presence of the seller.

According to the Law “On Protection of Consumer Rights”, the buyer may request upon return:

• Exchange the product for another one of a larger or smaller size, a different style or color. In this case, the cost of the new product should not exceed the price of the item being returned. If the store does not have goods for exchange at the same price, the seller may ask you to wait a few days until the product appears at the desired price;
• If the buyer does not want to wait, then the store must return the money to him in the same way as the buyer paid for the goods: in cash or by card.

What items for children cannot be exchanged or returned under any circumstances?

You should know that there is a category of children's products that cannot be returned or exchanged. This will allow you not to waste your time and energy. These are goods that, according to sanitary and hygienic standards, cannot be exchanged, since immediately after purchase they lose their original value.

They cannot be returned or exchanged even within the 14 days allowed for returns by law. These children's products include:

All clothes for a newborn, including diapers, vests, rompers, hats, etc.;

• children's tights and socks;
• inflatable and rubber toys;
• T-shirts for children;
• hats.

Only inflatable toys or toys made from rubber or latex cannot be returned. Other toys can be returned or exchanged within the time limits established by law.

Please remember that defective goods are returned under warranty. If there are no clear guarantees given by the seller, then the buyer has a right of return within two years. During this period, you can return the money or exchange the low-quality product if it is examined. The buyer must convincingly prove that the product he purchased is defective.

In case of returning low-quality goods, an examination should always be carried out. The results of the examination, which proves the presence of a manufacturer’s defect, will become the basis for legal proceedings. You can go through it at an organization involved in consumer rights protection. An examination is carried out with particles of goods that have not been washed.

Therefore, before using a textile item, you should always cut off a small piece of fabric from it, which is usually sewn on along with a spare button. This will help to conduct an expert study proving the instability of the dye on the product.

When buying children's toys, a situation very often arises that the child does not like the new acquisition, or two identical toys were bought and given as a gift for a holiday and the second one is simply not needed. Or, due to other reasons, it becomes necessary to return the toy to the seller. However, not all stores agree to accept the product back or exchange the toy for another with an additional payment or partial refund.

Accordingly, the buyer has a lot of questions: Are children's toys subject to return? Is it possible to challenge the actions of a seller who refuses to accept goods? How to properly process a return, and what documents are needed for this?

Moreover, these questions become relevant when an expensive toy is purchased, for example, a car or a radio-controlled helicopter, a children's motorcycle, a talking doll, etc. After all, now children's toys are sometimes enough expensive pleasure. We will try to answer all of the above questions in our article, looking in more detail at the procedure for returning children's toys.

Under what circumstances can I return a toy to the store?

First of all, you can demand a refund if you were sold a defective children's toy. Wherein The buyer, at his discretion, may take the following actions:

• demand that the toy be replaced with a new, high-quality one;
• demand from the seller a reduction in value commensurate with the defect and a partial refund;
• demand immediate elimination of existing deficiencies;
• demand reimbursement of costs for repairs or replacement of low-quality spare parts;
• completely refuse the purchase and demand a refund of the entire amount paid upon purchase.

Among other things, you can return the toy to the store, even if it is of absolutely high quality, if the following necessary conditions are met:

• no more than 14 days have passed since the date of purchase;
• there is a document available confirming that you actually purchased this product (cash or sales receipt);
• The toy has not been used, the integrity and tightness of the packaging has been preserved.

As for children's toys, then The list of goods that are not subject to exchange or return includes only two items, namely:

• Stuffed Toys;
• inflatable rubber children's toys.

And then, if they are in in perfect order and the child simply did not need it or did not like it, then they cannot be returned. If such toys are faulty, turn out to be of poor quality or have some defects, then you can safely demand their exchange or a full refund.

What should you pay attention to when purchasing children's toys?

To avoid purchasing a low-quality product, when purchasing children's toys, you must pay attention to the presence of the necessary information about the toy on the packaging or other document. In accordance with the requirements of the Law “On Protection of Consumer Rights”, such information must necessarily include:

• Name;
• country of origin;
• address of the manufacturer or importer, as well as their contact details;
• quality trademark;
• labeling;
• the age for which this toy is intended;
• the material from which it is made;
• information about caring for it (can it be washed, at what temperature, etc.);
• safety measures during operation;
• if necessary, assembly instructions;
• date of manufacture;
• shelf life;
• necessary storage conditions.

In addition, when purchasing from a seller, you can request a quality certificate; if it is missing or incorrectly issued, you can return the toy to the store, citing doubts about the quality of the product. Also, what you should pay attention to is whether the seller has a demo sample of a particular toy. After testing and reviewing the product, you can request a new, fully packaged copy for yourself.

It should be remembered that you can return the toy to the store only if certain formalities are met. In order to smoothly process a return, you must have a cashier's receipt confirming the purchase.

If you requested a refund on the same day on which the purchase was made, then you can issue a refund through the same cash register where the payment was made. To do this, you will be asked to write a statement addressed to the store administration indicating the reasons for the return, which is written in any form.

If you request a refund the next day or later, the refund is made from the general (main) cash register of the store, and to receive money you will need an identification document, preferably a passport.

If the purchase was paid for with plastic by bank card, then the only difference in this case will be that the refund is made not in cash, but by bank transfer back to the buyer’s card. At the same time, by contacting the store on the day of purchase, you can simply cancel the transaction at the terminal through which the purchase was made. If you want to return goods at the market, then prepare a sales receipt, which the seller must issue if his activities do not include the use of a cash register.

If the payment document was lost, then proof of purchase can be the toy itself, its packaging, as well as a cash register tape on which all information about cash transactions is duplicated and which must be stored in the store.

If you are unable to return the goods yourself, you can write a letter to the consumer protection society, demand an examination of the goods, or use the services of a lawyer. Of course, if the toy was not too expensive, then it will not be profitable. But if you have purchased an expensive model, then the services of a competent specialist will come in handy.

Competent lawyers will help you at all stages of processing a return, from free consultation to legal support at the stage of filing letters and complaints, and, if necessary, when contacting the judicial authorities. At the same time, if you win in court, all legal costs, incl. and fees paid will be recovered from the defendant.