Aliexpress product does not match the description. Wrong item arrived. Massive deception of buyers. This is how it might sound in English



Often purchases on the Aliexpress website do not reach their recipients, and it also happens that the goods arrive in an improper form, complete set, light or defective. In order to defend your interests, you need to know how to open a dispute on aliexpress if the product is defective.

  • How to dispute
  • How disputes are conducted
  • Aggravation of the dispute
  • Refund
  • How to unpack the product
  • Communication with the seller

How to dispute

Dispute is the name of the function available on the Aliexpress website in order to defend its interests and resolve disputes that may arise between the seller and the buyer. Such a function helps to help the consumer get their money back, return the product or exchange it for a new product if the product does not match the one declared on the website. The dispute is also good in that you can ask for a refund of some of the money if there is a willingness to put up with the fact that the product has a defect. If the goods have not reached their buyer at all, then you can demand a full refund of the amount.

To get out of the dispute as a winner, you need to formulate your requirements as clearly as possible, to argue them perfectly. To do this, you need to have a video of how the packaging is opened, photographs of defects or shortcomings that do not suit you, as well as a very complete and accurate description of the problem that has arisen.



What it takes to dispute

A dispute can be opened when:
product does not meet the description;
the fabric is stained, torn;
defective goods;
the size does not correspond to the ordered one;
the product looked completely different in the photo;
the goods did not reach their destination.

When an order is placed, the money paid for the purchase does not go directly to the seller. They get stuck in a reserve account. The seller can receive them only after the buyer clicks the button "confirm receipt of the goods".




You need to open a dispute when there is evidence of dissatisfaction. It is important to choose the reason why the buyer is not satisfied with the product received, leave your comments on the dissatisfaction, and attach photos and videos.

What mistakes should not be made during the purchase or when it is not worth opening a dispute

Do not forget that any dispute is subject to accounting and can affect the purchasing power of the person who places the order, as well as the seller's rating.

It is important not to make mistakes or open a dispute in the following cases:

You should not open a dispute if the product has been paid for, but not sent to the buyer within 14 days. This period is given to the seller in order to prepare for the shipment of the goods;
Do not open a dispute if Buyer Protection Time has not yet expired. Due to the fact that the buyer may be in a remote territory, where the parcels do not reach well, the goods may arrive in the last days;

How disputes are conducted

All disputes and all correspondence should be carried out in the dispute window. The seller will offer possible solutions to the problem:
replacement of the order;
refund of part of the amount, refund of the full purchase price;
present;
bonuses for next purchases.

The dispute is considered closed only if both the seller and the buyer have come to a mutual agreement on the subject of the dispute.




It is important to know that most of the sellers communicate on English language... There are, of course, those who are arguing in Russian, but they can be used by translators who can convey all your requirements in a distorted manner. In this regard, it is advisable to correspond in English and use understandable phrases, that is, those that will not be ambiguous.
Ready-made phrases that can become an argument in a dispute and an addition to videos and photos can be found on the Internet.

The period within which the seller must respond to the application for a dispute is three days. If the seller does not respond to the dispute within the allotted time, then the dispute is considered to be automatically won by the buyer. Time is counted by the counter, which can be seen in the dispute window.
When the buyer and the seller do not come to a consensus, then the site administration is involved in solving the problem, which will act as a judge. A call to the administration during a dispute occurs when the buyer clicks on the "Exacerbate the dispute" button.



Aggravation of the dispute

The administration reserves a long time to consider your application and make a decision on the situation. This period is 50 days, so you have to be patient.
It is important to remember that the administration may decide in favor of the seller, so you should be careful about exacerbating the dispute.

The site administration, or the so-called judge, can support the seller if:
the purchased clothes were not the size of the buyer, but they correspond to the size chart. Chinese sizes differ from Russian sizes, so this information should be taken into account when ordering goods;
the photo of defects should be taken in close-up, besides it is important to stand in the same position as the model, which is posted on the seller's page. In addition, it is worth attaching a photo of the model, as well as focusing on all inappropriate details;
the buyer should read the product description carefully. There may be a certain detail on the photo that is not included in the set of clothing or equipment. If the seller does not indicate such details in the description, then the judge will not even think to resolve the dispute in your favor. It is better, before ordering a product, to clarify the configuration, the availability of accessories and other add-ons that are in the photo, but not in the description;

Refund

If the buyer wins the dispute, the money will be returned to the account from which the payment was made.

How to unpack the product

If the order is expensive and the buyer is worried about its quality, then the moment of unpacking is best shot on video. In this case, there should be very high-quality lighting, good quality filming, as well as sound so that the parties to the dispute can hear the comments. It is best to comment on your actions in English, if possible, or attach a description in English.

It often happens that a parcel is stolen during transit. Post office employees are engaged in this. After stealing, they put something in a weight package and glue it. The video will help prove the fact that the parcel does not meet expectations, but the seller is not guilty of theft, because he honestly and efficiently sent the parcel.

To avoid such situations, it is best not to order expensive equipment, especially if you have to deliver it to a remote area.



Communication with the seller

In order to avoid unpleasant situations, it is better to communicate with the seller before sending the goods. You can also ask the seller to send real photos of the ordered item. It is better to negotiate in advance the packaging and the seller's willingness to cooperate if the goods arrive defective, not in full, as agreed, as well as the possibility of a refund, discounts, gifts or partial refund of payment. You can ask the seller for reinforced packaging of the goods, especially if the goods are very fragile or expensive.

If the buyer asks for a replacement product, then he may have to pay for its delivery himself. Therefore, it is better to either receive full or partial compensation or wait until the seller himself agrees, at his own expense, to replace the goods.

How to get extra discount on Aliexpress?

To save even more, this advice will be useful to you. There is a service with which you can get back from 2.5% to 15%. It works quite simply.

When ordering goods on Aliexpress, the buyer always runs a risk, because the transaction is made almost blindly. You cannot see the product in reality, touch it, etc. The only thing a customer can focus on is photos and comments from customers who have already received their order. But, unfortunately, the goods do not always correspond to the photo and the characteristics declared by the seller, which means that there is always a possibility that:

  • The seller is a scammer and makes money on deception by presenting inappropriate product descriptions to buyers;
  • Your expectations from the purchase did not come true - the fabric is not the same, the quality leaves much to be desired, etc .;
  • You ordered one color, as a result, the seller sent the product in a different color by mistake;
  • By mistake postal service your order has been shipped to another country;
  • The seller sent fewer units of the product than you paid;
  • Your order was poorly packaged and damaged in transit.

Undoubtedly, the customer protection program on Aliexpress works for the customer.

But what if you received an order and, with great disappointment, found that it was not at all what you ordered?

In order to get your money back, you do not need to confirm receipt of the order. Many sellers, waiting for the reaction of a dissatisfied buyer, find any arguments in their favor and vow to refund the cost of the order in full. However, in order to send you money, he must receive it himself. After explaining all the details to the conscientious buyer, the seller expects confirmation of receipt of the order in order to "immediately refund your money." But as soon as the buyer confirms the receipt of the goods, the seller disappears somewhere and does not get in touch, respectively, there is no question of any refund of funds.

The only solution this issue is to contact the Aliexpress support service. Please note that the deadline for filing claims is limited, so you have exactly one week for everything about everything. The fact is that the movement of parcels is monitored not only by the buyer himself, but also by Aliexpress. Once the package arrives at the post office where you live, you will have a week to file a claim. Therefore, you should not hesitate to receive the order. Pick it up as soon as it is delivered to the post office. If you are unhappy with the item you received, do not hesitate. You need to act quickly and deliberately. After collecting the necessary evidence, open a dispute (dispute).

As evidence, you can provide a photo of the product, which will clearly demonstrate its discrepancy.

You can also attach a screenshot of the correspondence with the seller. The text of your claim must be translated into English. If there are grammatical or spelling mistakes, this is not a problem. You can use google translator. The main thing is that, having read the text, a person can understand its meaning.

The first question you will have to answer by opening a dispute is whether you received your order? Feel free to answer "Yes". Do not be alarmed, this way you do not acknowledge receipt of the order. Next, select the reason for your claim against the seller and the amount of compensation.

If you received the goods in good condition and in the right quantity, but in the wrong color, you should not demand a full refund. Think about a reasonable amount of compensation, adequate to what happened. But if, for example, instead of leather you received leatherette, this is a reason to demand a full refund. And the last question - do you want to return the goods back? It's up to you, of course.

Most importantly, remember that the subject of bargaining is only the amount of money returned to you. If the seller offers other options for resolving the dispute, you run the risk of being deceived. Aliexpress cannot control the fulfillment of the promises made to you.

Don't worry if the seller ignores your dispute. After a certain period of time, the dispute will be closed at your proposal.

To protect the interests of the buyer of the Aliexpress platform, the Aliexpress Buyer Protection program is designed in conjunction with the payment processing service Escrow, which in many respects repeats the eBay buyer protection scheme. And the buyers of this auction, who are familiar with the dispute procedure, can draw many analogies. Although it should be noted that Aliexpress Buyer Protection is flexible and provides more opportunities to get your money back than eBay Buyer Protection. The main element of the scheme is the Escrow service. It is they who protect your money until you yourself confirm the receipt of the order on time and are completely satisfied with the quality of the goods. To solve all problems with the order and its delivery, there is a concept - a dispute (dispute), which is the main tool for resolving various unpleasant situations that arise during the transaction between you and the seller. You can open disputes without any restrictions. There are no sanctions for their frequent opening by the Aliexpress administration (they can close an account on eBay).

Some unscrupulous sellers or outright scammers (and there are some here) may ask you to close the deal by confirming the receipt of the parcel before it is actually received - this is a fraud, under no circumstances do this! If you follow the lead of such dealers, then after confirming the receipt of the order, the money paid will be transferred to the seller and the chance to receive your order will tend to zero. Aliexpress Buyer Protection, after confirmation, immediately ceases to operate.

Dispute

Screenshot from Aliexpress.com

The next step is very important and in many respects the result of the dispute depends on the completeness and accuracy of entering the data at this stage. There will be a form in front of you that you need to fill out. It consists of two points - choosing the reason for the dispute and choosing a solution that satisfies you.

Screenshot from Aliexpress.com

1. Choosing the reason why you want to open a dispute. Here it is necessary to indicate whether the goods were received, problems arose after receiving them (marriage, inconsistency with the description, incompleteness, damage, counterfeit, etc.), or the order has not yet been received by ticking the box next to the corresponding item.

1.1 Order not yet received Did you receive your goods? No.

If product not yet received, then you will be prompted to select or indicate your reason why the order was not delivered. Most often, this reason for the dispute is chosen when the delivery time is exceeded or in case of problems with the seller's sending of the goods, providing a false tracking number. There are several of the most common reasons to choose from:

Transportation problems

  • Delay in delivery, when, using the tracking number, we observe significant delays in the course of delivery (long delay at the last stage of delivery) and there is a suspicion of the loss of the parcel.
  • The shipping company returned the package to the seller. There may be several reasons for this - indicating an incorrect address, exceeding the investment cost limits for the recipient's country in the case of courier services, attempted shipment of prohibited goods.
  • No tracking information provided. Most often, sellers provide tracking numbers that are irregular or not structured according to UPU standards. But remember that this is not yet a reason for panic, perhaps the seller chose a non-standard shipping method. Read more in our article on non-standard shipping methods.

Problems at customs

  • The order may be delayed at both the Chinese and your customs office for a variety of reasons. This may be exceeding duty-free limits, an attempt to transport prohibited items.

Other reasons

  • The order was sent to the wrong address. This may be the fault of the seller, your mistake in providing the address or problems on the side transport company.

Screenshot from Aliexpress.com

1.2 The next and most common reason for opening a dispute is to receive a substandard product that does not match the sales description. In most cases, this is due to the general level of quality of Chinese things for a very low prices that so attract naive clients from all over the world. If you are faced with this problem, then we do the following - select the item Did you receive your goods? Yes and choose the exact reason.

Product does not meet the description

  • Used other materials, wrong color, size, functionality, etc.
  • Doesn't work as expected or doesn't work at all.
  • Low quality.
  • Counterfeit product (yes, the Chinese even counterfeit the products of their well-known manufacturers, not to mention well-known Western brands). They will ask you to destroy the goods.

The number of items in the order

  • There are less goods in the parcel than ordered
  • An empty package has been received. It may be the fault of not only the seller, but also the employees of the post office. Therefore, you should check the parcels before receiving.

Damage

  • The package or attachments have been received damaged.

Transport problems

  • It is a common occurrence when, instead of an expedited and more expensive delivery, the seller ships in a cheaper way. Here is 100% of the seller's fault, who must compensate for all costs.

Screenshot from Aliexpress.com

2. In the second part of the form, you will be asked to choose a solution that would fully satisfy your requirements.

2.1 First, choose the amount to be reimbursed Refund... Choose a refund based on your situation.

  • Full Refund- full refund of spent funds.
  • Partial Refund- partial refund of spent funds. If you select this item and receive a partial refund, the possibility of reopening the dispute becomes impossible.

2.2 Secondly, indicate your consent to return the goods or refusal to return. Please note that the buyer pays for the return and the shipping cost may be higher than the purchase price.

2.3 Third, in a special form, describe all your complaints about the quality of the goods or delivery, claims for reimbursement and any other information that is important in this case. All text should be written in English, clearly and easily understood. It is also highly recommended to attach detailed photo / video documents to confirm your words about a poor-quality product. To do this, press the button Add Attachments and indicate links to photo / video files on your computer. The size of each file should not exceed 2 MB.

After entering all the data in the dispute form, you must press the button Submit and the dispute will be officially open. All conditions and history of maintenance are summarized in a special form: Dispute Detail.

From this point on, the seller must study the terms of the dispute and confirm his participation in solving the problem. For this he is given 5 days, and if during this period the seller did not make contact, then the dispute is automatically closed in your favor.

During the entire dispute, the buyer can change the conditions of the dispute - Modify or close the dispute - Cancel Dispute, for whatever reason.

Screenshot from Aliexpress.com

The progress of the dispute can be tracked in personal account on Aliexpress under Transaction / Refunds & Disputes.

Screenshot from Aliexpress.com

In the process of conducting a dispute, you must, together with the seller, come to the "one denominator" and get a solution that satisfies both. If the seller agrees with all your reasons and conditions, then you will receive a full refund of your funds. You will be notified about this via a message on e-mail... The period of 7-10 working days is given for the refund.

Screenshot from Aliexpress.com

In cases where the seller does not agree to the terms and rejects the requirements for the return / exchange of goods - Supplier Denied Refund Request, You can do the following:

  1. Change the terms of the dispute Modify Dispute Details more loyal to the seller, since you should not forget that not only he may be to blame for the current situation, but you, for example, ordering a Moncler down jacket for $ 50 and "unexpectedly" receive a thin, poorly tailored jacket.
  2. Translate a dispute into a claim Claim... To do this, press the button Escalate Dispute on the dispute page and confirm our consent to the arbitration decision by Aliexpress.

In this case, you will have to provide additional evidence of your case, depending on the situation, and write a new message to the complaint handling team. If the evidence from the side of the buyer was not provided within 7 days, a positive decision will be made in favor of the seller.

The complaint is decided by the Complaints Team Complaint Team and always consists of offering a full or partial refund. The decision made is always final.

The claim, like the dispute, can be closed - Cancel Complaint pending the decision of the Aliexpress administration. Only here you should indicate the reason why you decided to withdraw your claim. For example, receiving a package after opening a claim or receiving a refund from the seller.

The buyer is not always satisfied with the quality of the goods received from AliExpress. The site system protects its customers from sellers' bad faith. If you were sent poor quality product or it does not match the description, and in cases of non-receipt of the order, you have the right to open a dispute with the seller. It happens that the seller does not respond to the dispute on AliExpress. What to do in this case - we figure it out together.

When can you open a dispute and how to do it right

Most sellers on AliExpress are decent people who take care of their reputation. But there are also scammers. Other reasons may appear, for example, poor quality goods or delivery of the order to a different address. Consider the cases in which you need to open a dispute:

  1. The package was not sent on time.
  2. The track number is invalid and not trackable.
  3. The order was not delivered on time.
  4. The order was not received, and the seller refused to extend the warranty period.
  5. The product does not match the description on the site.
  6. Defect or defects of the product. The item is out of order.
  7. The item came in the wrong size or color.
  8. Lack of parts or deficiencies in the order.

If there is a conflict with the seller, open a dispute. In this case, you will avoid financial losses and will be able to return either the entire amount of the order, or part of it. The dispute opens at least 6 days after the order was sent, since in the first week the track number may not be determined from the base of the transport company. The deadline for opening a dispute is limited by the warranty period. You will see a timer counting down the days in your profile. It is worth your attention: after the end of the warranty, the order will close automatically and the payment for the purchase will be transferred to the seller.

Upon confirmation of receipt of the order, you can start a dispute within 15 days.

If a mark appears in the order that the parcel has been delivered, even if not to you, the order will be completed. Therefore, track the movement using the track number in your personal account. And if a similar situation happens, open a dispute immediately.

Dispute opening

Find the "My Orders" tab in your personal account. Open the order, on the page with the parcel there will be a button "Open dispute", click it. A questionnaire appears with questions, they need to be answered very clearly. Check whether you received the order or not, then select the percentage of the refund amount: in whole or in part. The amount depends on the reason for the dispute. In the event that the order has not reached you, the system will automatically issue a refund for the full amount.

Choose to return money or return goods and money. In the second case, it is better to inquire about the amount for the return shipment, since you will pay for it.

It is better to describe the reason for the dispute in English, if you do not know this language, use a translation program.

Attach evidence that you are right. These can be screenshots of the correspondence with the seller, order tracking pages, photos or videos of the product. Receiving a parcel at the post office is better to shoot with a camera and unpack the goods for checking in the same place. In case of non-conformity of the goods or receipt of an empty parcel, this will be an ironclad proof. You can attach a photo through the "Browse" button.

After filling out, click the "Submit" button. The dispute has been created.

For a visual example of how to open a dispute on the site, watch a video with detailed instructions:

Sometimes it happens that there are problems with opening a dispute on Aliexpress, find out why this happens from the article

Communication with the seller in the framework of the dispute

Any dispute is a claim for return Money... Your task is to agree with the seller on the return of money for low-quality or not received goods. You make a claim, and the seller must respond to it: either accept your requirements, or offer his own solution. You can accept it and close the dispute, or refuse and send the dispute to the court administrators of the site, this is called "aggravation of the dispute."

The seller can reject the dispute, and then it also escalates. There is no timeframe for resolving such conflicts, it all depends on the site staff. In simple cases, the dispute closes quickly in your favor, for example, if the goods have not reached the addressee.

Don't stop arguing until you see evidence. Some sellers claim that the package has been sent. Until you receive it, do not close the dispute. These are precautions against dishonest sellers who may not send the package, or indicate a deliberately false tracker number.

No response from the seller, what should I do?

The time frame for responding to a claim is limited by the rules of the site. The seller is obliged to answer you within five days. Good sellers react on time and discuss the essence of the claim with you. Before closing a dispute, please check the refund amount and whether all your terms and conditions are accepted. You will no longer be able to re-submit a claim to the seller.

The situation when on Aliexpress seller did not answer the dispute, it is common. This happens if he rarely visits the site or there are just so many complaints against him that he does not have time to answer everything. You don't need to do anything here.

Be patient, and after 5 days the money will be returned to you automatically, you will win the dispute. The amount will be returned to the amount that you specified in the application for opening a dispute.

How does a refund from AliExpress work?

The seller is silent, five days have passed. Then there is a refund for the order. You can expect funds to arrive in 3-15 days. These terms do not depend on the payment options for the parcel. The funds will be returned through the payment system through which they were credited. You will see the refund data in your personal account in the "Financial" tab, as soon as the money is returned to the account. Be careful, if the money was not credited to the account after the expiration of the transfer period, check if it could have gone to the Alipay account. To avoid this, in the settings, uncheck the box next to the "Automatic return" offer.

Hello!

You have a whole bunch of shortcomings of the transferred product. Write a claim to the seller.

Article 18. Rights of the consumer upon detection of defects in the product

1. The consumer, in case of finding defects in the product, if they were not agreed by the seller, at his choice has the right:

demand replacement for goods of the same brand (of the same model and (or) article);

demand replacement for the same product of another brand (model, article) with a corresponding recalculation of the purchase price;

demand a commensurate reduction in the purchase price;

demand
immediate gratuitous elimination of defects in the goods or
reimbursement of expenses for their correction by the consumer or a third party;

refuse
from the execution of the sales contract and demand the return of the paid
per item amount. At the request of the seller and at his expense, the consumer must
return a defective product.

At
in this case, the consumer has the right to demand also full compensation for losses,
caused to him as a result of the sale of goods of inadequate quality. Losses
are reimbursed within the terms established by this Law to meet the relevant requirements of the consumer.

V
in relation to a technically complex product, the consumer in case of detection in
him of shortcomings has the right to refuse to execute the contract of sale and
demand a refund of the amount paid for such a product or show
the requirement to replace it with a product of the same brand (model, article) or
the same product of another brand (model, article) with the corresponding
recalculation of the purchase price within fifteen days from the date of transfer
to the consumer of such a product. After this period, the specified requirements
are subject to satisfaction in one of the following cases:

detection of a significant shortage of goods;

violation of the terms established by this Law for the elimination of defects in the goods;

impossibility
use of the product during each year of the warranty period in
cumulatively more than thirty days due to repeated
elimination of its various shortcomings.

List technically complex goods approved by the Government Russian Federation.

2. Requirements specified in clause 1
of this article are presented by the consumer to the seller either
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, an authorized organization or an authorized individual entrepreneur, to the importer.

Instead of
presentation of these requirements, the consumer has the right to return to the manufacturer
or importer goods of inadequate quality and demand a return
the amount paid for it.

4. Abolished. - the federal law dated 25.10.2007 N 234-FZ.

5.
The consumer does not have a cash or sales receipt or other
a document certifying the fact and conditions of purchase of goods is not
grounds for refusal to satisfy his claims.

Salesman
individual entrepreneur, importer are obliged to accept the goods
of improper quality from the consumer and, if necessary, carry out
checking the quality of the goods. The consumer has the right to participate in the verification
the quality of the goods.

V
in the event of a dispute about the reasons for the occurrence of defects in the goods, the seller
(manufacturer), notified body or authorized
individual entrepreneur, importer are required to conduct an examination
goods at your own expense. The examination of the goods is carried out within the time frame established
Articles 20, 21 and 22
of this Law to meet the relevant requirements
consumer. The consumer has the right to be present during the examination
goods and in case of disagreement with its results to challenge the conclusion
such expertise in judicial procedure.

If
as a result of the examination of the goods, it was established that its shortcomings arose
due to circumstances for which the seller is not responsible
(manufacturer), the consumer is obliged to compensate the seller (manufacturer),
authorized organization or authorized individual
the entrepreneur, importer, the costs of the examination, as well as
costs associated with its implementation for storage and transportation of goods.

6.
Seller (manufacturer), authorized organization or authorized
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 arising
up to this point.

V
in relation to the goods for which the warranty period is established, the seller
(manufacturer), notified body or authorized
an individual entrepreneur, the importer is responsible for the defects of the goods,
if it does not prove that they arose after the transfer of the goods to the consumer
due to violation by the consumer of the rules of use, storage or
transportation of goods, actions of third parties or force majeure.

7.
Delivery of bulky goods and goods weighing more than five kilograms
for repair, markdown, replacement and (or) their return to the consumer
are carried out by forces and at the expense of the seller (manufacturer, authorized
an organization or an authorized individual entrepreneur,
importer). In case of failure to fulfill this obligation, as well as
absence of the seller (manufacturer, authorized organization or
authorized individual entrepreneur, importer) in the place
location of the consumer delivery and (or) return specified goods may
carried out by the consumer. In this case, the seller (manufacturer,
authorized organization or authorized individual
entrepreneur, importer) is obliged to reimburse the consumer for expenses,
associated with the delivery and (or) return of the specified goods.

Article 19. Time Limits for the Submission of Claims by the Consumer in Respect of Defects in the Goods

1. The consumer has the right to submit the
of this Law, requirements for the seller (manufacturer, authorized
an organization or an authorized individual entrepreneur,
to the importer) in respect of defects in the goods, if they are discovered within
warranty period or expiration date.

V
for goods for which the warranty or expiration dates are not
installed, the consumer has the right to present the specified requirements if
defects in the goods were discovered within a reasonable time, but within two years from
day of their transfer to the consumer, if more long terms not installed
law or treaty.

2.
The warranty period of the goods, as well as its service life, is calculated from the day
transfer of goods to the consumer, unless otherwise provided by the contract. If
it is impossible to establish the date of transfer, these periods are calculated from the day
manufacture of goods.

For
seasonal goods (shoes, clothing, etc.), these periods are calculated from
the moment of the onset of the corresponding season, the date of the onset of which
is determined, respectively, by the constituent entities of the Russian Federation based on
climatic conditions location of consumers.

At
sale of goods by samples, by mail, as well as in cases where the moment
the conclusion of the contract of sale and the moment of transfer of the goods to the consumer
do not coincide, these periods are calculated from the date of delivery of the goods to the consumer.
If the consumer is deprived of the opportunity to use the product due to
circumstances depending on the seller (in particular, the product needs
special installation, connection or assembly, it contains
defects), the warranty period does not run until the seller eliminates such
circumstances. If the day of delivery, installation, connection, assembly
goods, elimination of circumstances depending on the seller, due to
which the consumer cannot use the product for its intended purpose,
it is impossible to determine, these periods are calculated from the date of the conclusion of the contract
purchase and sale.

Term
the validity of the goods is determined by the period calculated from the date of manufacture
of the goods during which it is suitable for use, or by the date before
the occurrence of which the goods are suitable for use.

The duration of the shelf life of the goods must comply with the mandatory requirements for the safety of the goods.

3.
Warranty periods can be set on components and
component parts of the main product. Warranty periods for components
products and components are calculated in the same order as
warranty period for the main product.

Warranty
terms for component parts and component parts of the goods are considered
equal to the warranty period for the main product, unless otherwise specified
agreement. If the component and component part
a shorter warranty period is set for the goods in the contract,
than the warranty period for the main product, the consumer has the right to present
requirements related to the deficiencies of the component and the composite
parts of the goods, if found during the warranty period for
main product, unless otherwise provided by the contract.

If
the component product has a longer warranty period
duration than the warranty period for the main product, consumer
has the right to make claims in relation to defects in the goods, provided that
that the deficiencies in the component were discovered during the warranty period
period for this product, regardless of the expiration of the warranty period for
main commodity.

4.
The terms specified in this article are brought to the attention of the consumer in
information about the product provided to the consumer in accordance with Article 10 of this Law.

5.
In cases where the warranty period provided for by the contract is
less than two years and the defects of the goods were discovered by the consumer after
warranty period, but within two years, the consumer has the right
present the seller (manufacturer) with the requirements provided for in Article 18
of this Law if it proves that the defects of the goods arose before it
transfer to the consumer or for reasons that have arisen up to this point.

6.
In case of revealing significant defects in the goods, the consumer has the right
present to the manufacturer (authorized organization or authorized
individual entrepreneur, importer) the requirement for a gratuitous
elimination of such shortcomings, if it proves that they arose before the transfer
goods to the consumer or for reasons that have arisen up to this point.
The specified requirement may be presented if the defects of the goods
discovered after two years from the date of transfer of the goods to the consumer, in
during the service life established for the product or within ten years from
the day of transfer of the goods to the consumer in case of failure to establish the service life.
If the specified requirement is not satisfied within twenty days from
the day of its presentation by the consumer or the lack of goods discovered by him
is irreparable, the consumer, at his choice, has the right to present
manufacturer (authorized organization or authorized
individual entrepreneur, importer) other specified in clause
3 article 18
of this Law to demand or return the goods to the manufacturer
(authorized organization or authorized individual
entrepreneur, importer) and demand the return of the paid cash
the amount.

 

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