Can orthopedic shoes be returned?

How to get a refund for orthopedic shoes - it takes time and effort.

Can I return orthopedic shoes?

You'd think that a buyer can always return shoes to the seller, but that's not true. An example, Nobody takes back a pair of winter boots that are considered faulty if we have worn them a week before the start of the season. But the retailer won't be able to help you if you've never worn the boots outside and three days after you bought them, you suddenly find that the color of the heel doesn't match your eyes. And that's not all of the paradoxes of the law. To understand all the nuances of the return procedure, read this article.

An exchange is possible due to defects as well as other reasons. Goods of sufficient quality will be taken back in store if the customer is not satisfied with their properties. However, the consumer only has a limited number of days to understand this.

Return Conditions

Within 14 days from the date of purchase, the buyer has the right to replace the purchased shoes quality for any reason or:

The date of purchase is disputed.. The different legal acts give different information on whether or not the day of sale should be counted when calculating the 2-week period. These should be consulted if necessary:

They are used to resolve similar cases in court and state that the day of purchase does not count towards the 2 week return period. However, they also count public holidays and weekends. Exception: the day of return. If the last suitable date for the return falls on a day when the shop is not open, the consumer can request help on the day after the holiday.

If you meet the deadline and agree to an exchange instead of a refund, the further development depends on the condition of the shoes and the presence of packaging, receipts and boxes. If the pair has not been worn, is not damaged, is not contaminated, and all accompanying paperwork is present with the items, then the seller simply has an obligation to replace the unsuitable item.

Possibilities of the shoe guarantee

The guarantee can be provided by the manufacturer, the seller or not at all. In the latter case, the consumer is not entitled to a guarantee from the store, since the establishments are not legally obliged to provide guarantee services.

Average duration: 30 days from purchase or from the start of the season.. If the manufacturer does not specify a deadline, the retailer has the right to do so. If the dealer does not meet this deadline, the law stipulates that quality claims can be asserted for up to 2 years.

Important!!! Look for warranty information not only on the receipt, box, and package insert, but also on the manufacturer's website. If on the manufacturer's official portal for a particular model a warranty period of 2 months is indicated, but in the store it is only 14 days, then the buyer has the right to be guided by the manufacturer's terms.

• 2 years is an exorbitant deadline for shoes, so the court will be more guided by GOST regulations. These are as follows:
• 30-80 days for synthetic and faux leather everyday shoes;
• 60 days for athletic shoes;
• 60-90 days for fashion shoes;
• 30-35 days for home and street shoes.

However, the GOST regulations can also be questioned, since they are advisory rather than mandatory in nature. While the time variants are very complicated, the starting point of the guarantee is a bit simpler. To determine when to start counting down the days, you have to consider the type of shoe. The seasonal product warranty begins on the first day of the season and the semi-seasonal product warranty begins when the product is handed over to the customer.

Important!!! Seasons start differently in different regions of Russia.

If the product was purchased remotely and is classified as a semi-seasonal product, the reference point is the date of receipt of the shipment. This can be proven by documents from the post office, delivery company or courier. However, if the product is seasonal, whether purchased online or in a store, the date should be the first day of the season (the timing of the season depends on the region where the buyer lives).

What are the reasons for returning worn-out shoes?

To say it straight away: You only have the right to return shoes that have already been worn if they are of poor quality, that is, have defects, stains and other signs of marriage. To put it more simply, the flaws that you found in the shoes represent a deviation from the norm, and further wearing such shoes is either generally unreasonable or causes some kind of discomfort.

Worn shoes are the shoes you wear on the street, meaning they are used for their intended purpose and are already showing signs of wear. Why am I mentioning this? Yes, because if you put on the shoes and walked around the house in them for an hour and then found that they do not fit you and show no signs of wear, you can return the shoes under Article 25(1) of the 'Consumer Protection Act', and then I will elaborate on whether you can return shoes with short-lived defects.

However, the return of shoes may have defects that can appear in shoes that have already been worn, for which you can request and receive a refund:

• peeling or swelling of the material of the shoe, both outside and inside;
• cracking of the sole or parts of the sole, peeling of the sole;
• peeling of varnish or paint or affecting the aesthetics of the shoe;
• cracks in the material from which the shoe is made;
• The stitching of the shoe has come loose or is uneven or of poor quality.

• Replace shoes of poor quality with exactly the same pair of shoes, but without defects (however, in our case this is unlikely, as it is likely that the same defects will also appear in a new pair of shoes);
• request an exchange for a similar pair of shoes of a different make and model;
• Demand a reasonable price reduction;
• demand the elimination of defects in the shoes at the expense of the seller or demand compensation for the elimination of defects themselves;
• Request a rescission of purchase and a full refund of the purchase price for the defective shoes.

Can I return worn-out shoes if they pinch and are uncomfortable?

For the purposes of the Consumer Protection Act it is a defect and in this case you should rely on Article 18(1) of the Consumer Protection Act to make your claims. Sellers like this situation because there are no visible (external) defects and the shoes are theoretically of good quality, and if the quality is right and there are signs of wear, the seller will reject you under Article 25(1) of the Consumer Protection Act.

But here the situation is ambiguous, yes, he can refuse, but this does not mean that the seller is right, because in fact the shoes give discomfort, abrasions, just pressure or other things and still there are defects and such shoes can rightly be attributed to poor quality and here, no matter what the seller says, they still claim under paragraph 1 of Article 18 of the 'Consumer Protection Law' and insist that the shoes are of poor quality.

There is likely to be a dispute with the seller and under Section 18(5) of the Consumer Protection Act, where there is a dispute between the consumer and the seller about the cause of the defect, the seller has the right to arrange for an expert investigation to determine whether it is a manufacturing defect, and if this is the case, the seller pays for the investigation at his own expense and complies with your claims, ie replaces the defect on the foot.

If the assessment reveals that the reason for the inconvenience is the wrong size, this is not a reason for the consumer to return or exchange the shoes, since there are no defects, just that the consumer did not choose the right size ; in this case the consumer pays for the assessment out of pocket and the seller has the right not to comply with the consumer's request. If the consumer does not agree with the result of the appraisal, he has the right to challenge it in court, because there are some not entirely honest appraisers, so-called 'pocket appraisers', to which the shops send the buyers specifically to get what the shop wants to get result. However, according to Section 18(5) of the Consumer Protection Act, the consumer can be present at the examination.

Where can I request a refund?

To apply for a refund, you should contact your regional social security office.

The amount of the subsidy for orthopedic shoes will be determined on the basis of the information on the public procurement website.

Applications will be processed within 30 days. The shoes can be made to measure directly at a state-owned company.

Each pair can be applied for a maximum of twice a year. The same periodicity applies to the return of cash.

List of documents

The basic document that gives you the right to financial compensation for self-purchased rehabilitation equipment is the Individual Rehabilitation Program (IPR).

To get an IPR you will need to contact your GP who will refer you to the Chief Physician's office.

The individual rehabilitation program is prepared after examining the patient and reviewing the medical documentation provided by the patient.

In addition to the IRR, the following documents must be submitted to the regional social security office:

1. Application;
2. passport of a citizen of the Russian Federation;
3. SNILS;
4. Application for MSE;
5. Documents confirming the purchase of shoes;
6. Birth certificate if the shoes are for a child.

In order to receive MSD compensation, the following documents must be presented for orthopedic shoes:

1. Receipt (till and sales receipt);
2. Copy of a certificate confirming that the quality of the goods meets the requirements for rehabilitation products;
3. a copy of the registration certificate for the relevant product group.

If the refund is made by an authorized person, a notarized power of attorney must be presented to the office.

How to apply for the benefit

In order to apply for the benefit, you must go to the health center in your place of residence and obtain the opinion of an orthopedist. The need for orthopedic shoes is indicated by various valgus deformities of the feet and toes.

Grants for the purchase of orthopedic shoes

If you have a disability group that includes the use of rehabilitation equipment, you must have this confirmed by the intensive care unit. An IPR is drawn up at the same facility.

You must then contact the company that manufactures the aids or a specialist shop.

In the latter case, proof of purchase will be required. The Social Insurance Institution can only be contacted once the other documents have been submitted.

How do I return the shoes to the store?

It is best to request the return in writing (shops often offer to fill out their request form). You should also ensure that you have proof of the application - either a second copy of the application with a note from the retailer that the application has been accepted, or an acknowledgment of receipt.

The seller must return the goods within 3 calendar days from the day of returning the unsuitable pair of shoes (the period starts the day after the day of return).

If something went wrong and the seller, despite complying with the terms and mandatory conditions for returning the goods, is in no hurry to replace or refund you the money, you have the right to complain to the Russian Agency for Health and Consumer Rights and in court the dissolution of the contract, reimbursement of the price paid, reimbursement by the seller of the money lost (interest on the use of borrowed funds) and a fine for refusing to fulfill your legitimate claims, court costs and other losses, as well as compensation for claim moral damages.

Remember, you don't have to use the pre-trial settlement process to sue for rescission in court. The most important thing is that you write down the fact and the date you contacted the seller to request an exchange or return of the goods. If the seller ignores your claims, you do not have to file a lawsuit, you can go directly to court.

Please note that the conditions and procedure for returning shoes that turn out to be defective, as well as the scope of your claims, differ significantly from the procedure for exchange/return of quality shoes described in this article.

Our lawyers have created a detailed interactive guide for you on how to return defective goods. If you comply, you can quickly and correctly fill out all the necessary paperwork and receive your refund.

What can I expect in case of a return or exchange?

The rights of the buyer in relation to the return of shoes are set out in Article 18 of the Consumer Protection Act:

• Exchange of a defective pair of shoes for an equivalent pair of good quality shoes (seller's deadline of 7 days);
• exchange for another pair of shoes with a reasonable price adjustment (the deadline set by the seller is 7 days);
• Reduction of the price of the goods for the detected defect (the deadline for refunding the overpaid amount is 10 days);
• repair at the expense of the seller (deadline 45 days);
• full refund of the price paid for the goods (deadline 10 days).

In addition, the buyer can claim compensation for the defective goods. Were the shoes z. B. bought on credit, the buyer can also claim the interest on the credit in addition to the value of the goods.

Important! Case law shows that you can only demand credit interest from the seller if the loan was taken out through the seller. If you borrowed the money yourself, you cannot claim interest on the loan.

Step-by-step instructions for returning and exchanging shoes

To return defective shoes, please go to the place where you bought them. It is best to bring the receipt, the box and any enclosed items with you. This makes it easier to contact the seller. However, the lack of a receipt or box is not a reason for the seller to refuse to take back the shoes.

Before returning the shoes to the store, the buyer writes a request to the seller, stating the name of the product, the defect found, and his request (e.g., a refund of the purchase price). As a rule, the store provides the customer with an appropriate form, but even if this is not the case, it is better to put in writing that the shoes have been returned and what defects have been reported. This document is in principle the basis for the claim against the seller.

Visual inspection of the shoes

If the seller recognizes the detected defects immediately, he is obliged to remedy them within the statutory period. More often, however, she sends the goods to be inspected to determine if there is a manufacturing defect and to see if it can be repaired.

Why is this necessary?

If the seller and buyer dispute the nature of the defect, the seller will have the shoes examined at his own expense. In addition to the type of defect, the examination also determines whether the shoes comply with hygiene regulations and other standards. When examining children's shoes, for example, the orthopedic and anti-allergic properties are checked.

How is this done?

The consumer has the right to be present at the test. The period for the expert's assessment should not exceed the legal period for the satisfaction of the buyer's claims, but it is usually much faster: within 3-5 days. Based on the expert's findings, the customer receives a written report.

The cost of appraising shoes is 2-3,000 RUB. If no manufacturing defect is found during the inspection, the buyer is obliged to reimburse the seller for the costs of the inspection. If you do not agree with the results of the inspection or the seller refuses to carry it out, the buyer can hire an expert organization to inspect the shoes at his own expense.

What documents are required to apply for a shoe refund?

To apply for a refund, you must gather all the necessary documentation before submitting the application to the competent authority:

All documents that prove the suitability of the shoes and the intended use of the means must also be available for the goods purchased. In the case of shoes, the following documents must be collected

• sales slip and receipt for shoes;
• a photocopy of the quality certificate and a photocopy of the marketing authorization for the product group concerned.

Related Legislation

Mistake: The orthopedic shoes have not yet expired and the disabled person needs a new pair of shoes.

Remarks: If the useful life of the shoes has not yet expired, the shoes must be repaired in a specialized facility. If the footwear cannot be repaired, a medical-technical report must be obtained – the footwear will then be replaced early.

Mistake: The disabled person has not researched what types of shoes are reimbursable.

Remarks: You should obtain a list of orthopedic shoe models in advance so that you know for sure which pair will be reimbursed at the STF cost. If you e.g. B. Buying shoes from an online shoe store, look for shoes that have 'STF' next to the picture.

Which sole should be preferred when buying shoes?

Logically, the sole has a major impact on the overall lifespan of the shoe. Ideally, the sole should be durable, flexible, shock absorbing and resistant to reagents. Many manufacturers manage to complement this simple detail with technical secrets: air chambers, memory gel chambers that give the shoe extra comfort.

Depending on the composition, the sole can last between one and 20 years. When buying shoes, it is therefore worth taking a close look at the sole and the material from which it is made.

• A 'leather' sole. It is mainly used in the manufacture of high quality shoes. It is a totally eco-friendly material that is very flexible and offers comfort to the feet. However, it also has disadvantages. Leather soles wear out quickly and are not moisture resistant.

• crepe sole. A durable material made from recycled rubber. The rubber sole is one of the most common choices, it is durable and classy looking, but sensitive to harsh chemicals and does not tolerate temperature changes.

• rubber sole. Made from natural rubber and vulcanized material. It is a very durable material that is resistant to abrasion and temperature changes and has anti-slip properties.

• Tunit. It is a mixture of natural leather and rubber fibers. The Tunit sole is very hard, moisture resistant and flexible. It is one of the most expensive materials.

• polyvinyl chloride. This sole is often used in the manufacture of mid-season or summer shoes. It is durable, easy to repair and has a sturdy appearance. However, PVC has low elasticity and is susceptible to temperature changes.

Return of shoes under guarantee

Certain conditions must be met for the return of goods. The buyer must prove to the seller that he bought the returned goods from him. To do this, the entire package of documents must be presented: the proof of payment, the box, the factory labels and any accessories sold with the shoes (replacement soles or insoles).

How long is the legal guarantee for winter boots? The return period is set out in Article 25 of the Consumer Protection Act. You can return a product with a guarantee within 14 days of purchase. This period is given to the consumer to evaluate all the characteristics of the purchase and to understand whether it suits him or not. If a defect is found during this period, this is not a reason for the seller to refuse to take back the goods. However, if the defect is the fault of the buyer, the seller has the right to refuse a refund under the warranty. The seller can also refuse the refund if the shoe has been altered, e.g. B. by replacing the lock or another part. An exception to this rule is replacement discs.

For this reason:

Make sure that the situation you are in is covered by the warranty. If the defect is due to your fault, you cannot return the shoes.

Gather all documentation (receipts, labels, packaging, company bag) as proof that the purchase was made there. If one of the documents is missing or you lost your receipt, then a witness statement, video footage, checking the batch number on the package, a copy of the receipt in the cash register can be the basis for contacting the store.

Contact the store where the purchase was made.

Prepare a written complaint (in duplicate) and do not forget to include the following information:

– Name and address of the establishment where the product was purchased;

Is it true that orthopedic bandages and corsets are only necessary for children and do not work for adults?

Children may be prescribed braces to correct posture [5]. Soft orthoses are suitable for minor spinal defects; in severe cases it is advisable to wear an orthosis with inserts parallel to the spine or with rigid ribs on both sides. The choice of postural corset is very important if the pathological changes are not too pronounced. That is why parents should take their child to an orthopedist at the first symptoms or at the slightest visible change in posture.

Adults may need an orthosis if their back hurts: this is often a sign of insufficient spinal support [5]. Pain can occur with physical exertion, muscle weakness or muscle misalignment. For example, when there is too much tension on one side and not enough tension on the other.

If the problem is ignored, there is a risk of serious problems such as misaligned vertebrae or herniated discs. A properly fitted corset repairs the spine, distributes the stress on the muscles and reduces pain. Corsets are not used for recovery from pelvic surgery and childbirth - bandages are needed for that.

An orthosis or bandage for adults and children should be selected by a trauma surgeon, orthopedist, spine surgeon or neurologist - only a specialist can determine the cause of the pain and prescribe an effective treatment. A self-made orthosis or bandage is useless at best and harmful at worst.

Can wearing a corset for too long weaken my back muscles?

You really shouldn't overuse a corset. It is advisable to take off the device for 30 minutes after wearing it for 3 hours in order not to overload the body in general and the back muscles in particular [5]. The size of the orthopedic orthosis should also be clearly adapted to the patient's parameters. If it is too tight, it can lead to circulatory problems. Conversely, a device that is too loose has no effect.

1. Long Yu, Yanmin Wang, Jianzhong Yang, Jie Wang, Ying Zhang, Effects of orthopedic insoles on patients with knee osteoarthritis: A meta-analysis and systematic review. // Journal of Rehabilitation Medicine, 2021 May 18;53(5) // https://pubmed.ncbi.nlm.nih.gov/33904586/.
2. Atefeh Aboutorabi, Mahmood Bahramizadeh, Mokhtar Arazpour, Reza Fadayevatan, A systematic review of the effect of foot orthoses and shoe characteristics on balance in healthy older subjects. //Posthetics and Orthotics International, 2016 Apr;40(2):170-81 // https://pubmed.ncbi.nlm.nih.gov/26112468/.
3. AV Tsypliashchuk, Iu M Stoiko, SE Vunder, Compression knitwear Venoteks Trend in the treatment of patients with chronic venous diseases of the lower extremities. //Angiol Sosud Khir, 2017;23(3):167-171 // https://pubmed.ncbi.nlm.nih.gov/28902829/.
4. Chung Sim Lim, Alun H. Davies, Pończochy o stopniowanym ucisku. // CMAJ, 2014 Jul 8; 186(10). // https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4081237/.
5. Harald Reif, Robert Forster, Impact of orthopedic corsets on the incidence of pathological fractures in patients with spinal bone metastases after radiotherapy // BMC Cancer, 2015 (1) // https://www.researchgate.net/publication/283275442_The_influence_of_orthopedic_corsets_on_the_incide :

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According to the Consumer Rights Protection Act, when returning shoes you can send back a product with the right characteristics and get your money back if the product doesn't fit after a long and thorough trial.

Products with unsuitable characteristics can be returned to the store and the money returned within the period specified by the seller under the warranty. If the seller did not give a guarantee when you bought it, then you should refer to the law, according to which products without a guarantee must be replaced within 2 years.

If you find a product that does not meet the warranty, you must exchange it at the store.

• You can get a refund or exchange the item for a new pair of shoes of similar or equal quality and at the same price;
• exchange for another product for which you have to pay a surcharge;
• return an expired item;
• make a repair.

Statutory return period

The store can provide a legal guarantee, the duration of which cannot be less than one month. As a rule, the store provides a guarantee period of one month to three months.

The consumer can return the defective shoes under the guarantee return and get their money back, but it's important to clarify from what date the store deducts this period.

According to the law, there are two ways to calculate the warranty period:

• Products intended to be worn all year round - from the date of purchase in store;
• Seasonal pairs - with the start of the season.

The beginning of the seasons depends on the climatic conditions of the shopping region.

The following breakdown applies to the Russian Central Plateau:

Out of season wear may be a reason for the retailer not agreeing to a refund.

Rules for returning shoes in store

The most important principle for returning shoes to the store is the legitimacy of the complaint. This obligation rests exclusively with the consumer.

According to the law of the Russian Federation the consumer is obliged to:

Right to return shoes of poor quality - samples

The right to return the goods and refund the money can be made in advance or in front of the seller at the place of purchase.

The following points should be noted in the document:

• Name of the point of sale, its manager and the retailer from which the purchase was made;
• date and time of purchase;
• a more accurate description of the item itself;
• Specification of the defect, explanation of the circumstances under which the defect occurred and what it is;
• Mandatory statement of refund or replacement;
• Confirm the application with your own signature and date;

• Can you return shoe inserts?.
• Exchange and return of shoes.
• Exchange of shoes.
• Can I return an orthopedic insole to the store?.
• Unacceptable shoe defects.
• How to get compensation for orthopedic shoes.
• What to do if the back of the shoe rubs against the heel?.
• Orthopedic footwear under IPR.