Exchange and return of shoes

Other proofs are also accepted. other evidence. Firstly, the sellers know their goods and secondly, you may have witnesses or, even better, video recordings of the fitting or photos. Therefore, as a precaution, do not neglect these types of measures so that the conflict can be resolved in your favor in the future.

Procedure and specifics for returning shoes to the store within 14 days without giving any reason

If you have purchased defective shoes for various reasons, you can easily return them to the store, even if 2 weeks have already passed since you purchased them. If the shoes are good but don't fit or you don't like them, you can return them within 14 days without giving any reason.

Buyers' rights are protected by Law No. 2300-1 of February 7, 1992, known as the Consumer Protection Law. It applies to all aspects of the interaction between seller and buyer. It comes into force when the purchase of a good or service for personal use is implied. The purchase of shoes also falls under this law.

Sellers can take advantage of the buyer's ignorance of his rights by deceiving him. For example, they refuse to refund the money because there is no receipt, or state that the buyer was not originally entitled, so the deal cannot be reversed.

According to the principle. Goods, including shoes, can be returned without a receipt.The fact of purchase can be proven in other ways, for example: B. by contacting the tax office or by naming witnesses.

Deadlines for returning goods

If the shoes have no damage and all tags are intact, you can return them within 14 days without giving any reason. For example, if the style or color doesn't match the rest of your clothes. Or you found a similar item that is cheaper.

If there is a defect, the shoes can be returned even after the 14-day period has expired.

Returns due to a defect can be made within the warranty period, which is usually 6-12 months. If the warranty period is not specified in the documents, the return will be made within 2 years.

If the shoes were ordered online, for example through AliExpress or Ozon.ru, you can return the goods without giving any reason within 7 days. All you have to do is go to the pickup point and return the goods. The requirements for the appearance of the shoes remain unchanged.

If you cannot wear the shoes for more than 30 days during the warranty period, you can exchange them or request a replacement with reasons. Returns must be made within 20 days.

Consumer rights regarding shoes

How to choose shoes correctly? What rights do consumers have if they discover defects in shoes? What seasons are there in Kazan and Tatarstan? What rights do consumers have if there is no guarantee period for shoes or if it has already expired? What rights do consumers have when exchanging or returning quality shoes? How can I complain to the dealer? You can find the answers to these and other questions in this brochure.

How to choose shoes correctly?

When buying shoes, you should pay attention not only to their appearance, but also to their functionality and comfort.

For longer and more comfortable use, shoes must be of the correct size and weight and should be worn according to the season and the use and care recommended by the manufacturer.

When purchasing shoes, you should examine them carefully. The loafers should have the same size, texture and color of materials, without stains, creases or wrinkles. The same parts must have the same density, shape and size.

The shoe must be free of signs of wear: scuffs, scratches, wrinkles.

After the purchase, the buyer must provide a receipt, a guarantee certificate (if there is a guarantee), a care and use manual and consumer packaging (e.g. a box) with information about the manufacturer, model, item, size, fullness, color, Material of upper, lining and bottom, date of manufacture etc. preserved.

Statutory warranty period for footwear

According to Article 5 paragraph 6 of the Law 'On Protection of Consumer Rights', the manufacturer the right, the to determine. A warranty period for the goods - a period during which the manufacturer (importer) or the seller is obliged to fulfill the consumer's requirements in the event of discovery of defects in the product, as provided for in Article 18 of the Law 'On Protection of Consumer Rights' Are defined. In other words, from the perspective of the law, it is his right and not an obligation.

However, Article 10 of the Law on the Protection of Consumer Rights obliges manufacturers or retailers to inform consumers about the name of the legal regulations (GOST, technical conditions or regulations) with which a particular pair of shoes must comply. For example, many GOSTs for footwear specify a minimum manufacturer's warranty period.

For example, shoes that comply with GOST 26167-2005 must be shoes for everyday use. Technical conditions'. are manufactured that meet the requirements of this standard, which stipulates in clause 8.2 that the warranty period for footwear must be at least 30 days from the date of sale by the retailer or the start of the season.

To find out whether there is a guarantee on shoes or not, it is necessary to analyze the GOST, it is enough to pay attention to the information that the consumer receives when purchasing shoes, because according to Art. 10 of the Law 'On Protection of consumer rights', the manufacturer and the seller must immediately provide consumers with the necessary and precise information about the possible warranty period.

It is important to remember a single rulewhich obliges the seller of shoes not to shorten the warranty period, and if there is no warranty period from the manufacturer, the seller has the right to set its own warranty period for the shoes.

Consumer rights in the event of defects in shoes

If defects are found in the shoes that the seller did not declare at the time of purchase, the consumer has the right to assert one of the claims specified in Article 18 of the Consumer Protection Law against the seller or the manufacturer:
to request an exchange for goods of the same brand (model and/or item number);
to request an exchange for the same product of a different brand (model, item) with an appropriate recalculation of the purchase price;
demand a proportional reduction in the purchase price;
request the immediate and free elimination of the defects or reimbursement of the costs of elimination by the consumer or a third party;
to withdraw from the purchase contract and demand a refund of the purchase price.

Can the shoes be returned if they have been worn?

If you are not sure whether the shoes will fit you or not, don't take any chances. And so that you don't ask yourself in the future: If the shoes have been worn, can I return them, you don't have to worry about this. Wear the shoes or boots at home at your leisure to make sure they fit you. However, if you date them and they leave prints, it will be extremely difficult and in some cases even impossible.

Have a request form ready in case you actually have a question about exchanging the shoes. The retailer should have a special form for this. If he doesn't have one, do it verbally. If you agree to wait a while for similar shoes, have the store give you a receipt saying they will notify you when they receive your copy. To avoid constantly running to them and wasting time, leave your details. A company that cares about its image will abides by the law..

Rules for returning shoes in store

As with purchasing any product are there rules for returns As with purchasing any other product, there are certain rules for returning shoes. Of course, it is better to submit an application on paper. This way you have a strong argument. Reputable stores always have a special form for this purpose.

Also make sure you have a copy of it that the store representative signs to show they received it.

From the next day onwards the shoes will be returned and you should receive your money within three days if this is stipulated in your conditions. If this does not happen and your demands are not met, be it in the form of another pair of shoes or in the form of money for them, you will have to contact Rospotrebnadzor or the court. Here you can not just one request a refund.You can demand not only a refund, but also liquidated damages for the use of your money for a period of time, as well as a fine, the amount of which will be determined by the court. Punitive damages will also be paid, and every legal representative will be on your side. The most important thing is that you record the fact and date in your declaration.

Take advantage of our advice on this type of purchase.

What constitutes a warranty claim?

The list of cases in which you can contact the seller to return a shoe under warranty is strictly defined. The following situations may form the basis for a complaint:

The retailer has the right to have the shoes professionally inspected. This must be done within 20 days of receiving the complaint (Article 21(1) of the Consumer Protection Code).

Shoes can also be replaced or repaired under warranty if the warranty period has expired. For this purpose, an expert examination must be carried out within 2 years (in accordance with Article 19(5) of the Consumer Protection Code) from the date of purchase to confirm the existence of a manufacturing defect.

What is a non-warranty event?

Sellers are not always willing to honor their warranty obligations under the 2023 Law. Return or replacement of shoes under warranty may be refused in the following cases:

• The shoes are of good quality;
• The product is no longer suitable for sale;
• the buyer repaired the product himself;
• the product has been exposed to the weather;
• the product has been misused;
• mechanical damage has occurred due to the fault of the buyer.

The shoes must be returned to the store in a clean and dry condition under guarantee. Otherwise it will not be possible to exercise your right.

How do I return defective shoes to the store?

So you have discovered a defect in the shoes you purchased. For example, cracks appeared on the painted shoes. These occurred through no fault of yours and the warranty for the leather shoes has not yet expired. What you should do? We recommend you follow the following algorithm.

Step 1: Contact the dealer.

Write a complaint to the seller. You can download forms from the Internet or write them yourself - it doesn't matter. Specify what defects you have found and what you want: replacement of the shoes with quality shoes, free repairs, price reduction and refund of the difference, or return of the shoes and refund of your money. Each of these claims is lawful and in accordance with Article 18 of Federal Law 2300-1. Enclose a copy of the receipt with the complaint and give it to the dealer - have the second copy of the receipt stamped or send it by post.

If necessary, return the defective shoes to the retailer for inspection.

Step 2: Wait for the inspection

The seller claims the error was your fault and disagrees with your findings? No problem -. He has the right to order and pay for an inspection.He has the right to order and pay for an investigation of the defect if there is a dispute between you and the buyer (Section 5(3), Article 18 of Federal Law № 2300-1). The buyer can take part in the investigation and, if necessary, challenge the results in court. And only if the expert's report confirms the buyer's mistake, the buyer will have to pay for the expert's work, otherwise – all at the seller's expense.

Step 3: Wait for the goods to be exchanged/returned

The store has a maximum of 45 days to repair the shoes (Article 20 FL № 2300-1), 7 days for exchange (Article 21) and 10 days for refund (Article 22). If these deadlines are not met, the store may be charged not only the money for the shoes, but also a penalty in the amount of 1 % of the value of the purchased goods for each day of delay in the fulfillment of the unfulfilled order.

Step 4: Complaint

The seller continues to blame you and refuses to refund your money? Write a complaint to the Russian Agency for Health and Consumer Rights and indicate: the seller does not respond to your complaint, does not refund your money, the goods are not exchanged. In order not to waste paper and envelopes, submit your complaint online through the Rospotrebnadzor website.

Which cases are not covered by the guarantee?

The guarantee for shoes made of imitation leather, leather, rubber or fabric is always the same and does not depend on the material from which the shoes are made. It doesn't apply

• for shoes that have been affected by improper storage, use and seasonal use;
• Shoes repaired by the buyer on his own initiative and before complaining to the seller;
• Shoes whose defects arose after the warranty period expired or whose causes arose after the warranty period expired.

Return shoes after minor wear

There is a step-by-step procedure to follow when returning shoes after a short period of wear.

1. The process itself begins with a written complaint from the buyer. He must describe the type of defect precisely. This document will only become effective once the seller has made a note of acceptance of the defective goods. The document is therefore drawn up in two copies: one copy remains with the consumer, the other is sent to the seller.
2. If the seller agrees and supports your position, a statement should be issued. The application must contain a clear and reasoned request to the seller to sign a certificate confirming the condition of the shoes.
3. If the seller disagrees with the buyer or cannot determine the cause of the damage, he sends the worn shoes for examination.
4. Within three days, the seller accepts or rejects the buyer's claim. In the first case, you will receive money or other goods, in the second, you should contact the human rights authorities or file a lawsuit in court. This way you can not only get your money back, but also receive compensation for moral damage.

When is a seller entitled to refuse returns?

In practice, there are several situations in which a shoe retailer has the right to refuse a return. This includes:

• Damage caused by wearing the product out of season (for example, wearing mid-season models in severe frosts or wearing ballet flats, sandals or summer shoes in the rain);
• Defects caused by improper use (e.g. if a branded running shoe was used as a special shoe);
• mechanical defects not present at the time of purchase (chafing, cuts, tears and seam deviations);
• Defects resulting from non-compliance with safety regulations and conditions.

The seller can rightly refuse to accept a complaint even if the shoes were repaired in a workshop or at home before the complaint was made. Preventive maintenance and replacement of protectors are excluded.

Legal return of winter boots after 14 days

If more than 14 days have passed, you can no longer return your winter boots because they do not fit. This is only possible under the guarantee. The deadline depends on the type of boots purchased and can be 30-90 days. The exact period is determined by the manufacturer. The manufacturer can extend the warranty period for winter boots, but cannot shorten it. To make a return, you will need proof of purchase and a completed application form. It is created according to a standard schema.

The document must contain information about the parties involved, the reason for returning the winter boots, information about the purchase, as well as the date and signature. The application will be processed within 10 days. The seller can carry out an inspection. This takes place at his expense. If it turns out that the winter product does not have a defect, the seller can request reimbursement of the inspection costs.

Return of defective winter boots

If the winter boots have defects, they can be returned under the warranty. The return period can vary. It depends on the type of shoe. The shortest return period applies to children's shoes. It is 30 days. The longest period applies to model shoes. Within 90 days of purchasing the product, you can request a warranty refund from the seller.

These deadlines are set by the manufacturer. Information about this can be found on the company's official website. When determining the period, the company is guided by the applicable GOST standards. This period can be exceeded, but it is forbidden to shorten it.

Can I legally return a shoe if it is uncomfortable or binding?

According to the Consumer Protection Act, you can only return shoes that are uncomfortable, chafed or uncomfortable if you exchange them for similar goods, provided that 14 days have not passed since the day of purchase. If nothing comparable fits, the seller must refund the price of the goods.

If there are no defects, you can exchange or return the goods if they are still in good condition and the purchase receipt and factory labels are intact. If you e.g. For example, if you tore off the tag but brought it with you and it can be reattached, the store may show a courtesy and accept such goods, but remember that this is a sign of loyalty and the seller is not responsible for it is.

Importantly, the lack of a receipt is not a reason to refuse an exchange or refund. It is enough if we bring a witness to the purchase.

Let us refer directly to the legislation, namely Article 25 of the Consumer Rights Protection Law 'The consumer's right to exchange goods of appropriate quality'. Accordingly, the buyer has the right to return all non-food goods within two weeks of purchase if:

What are the reasons for returning worn shoes to the store?

If you did not notice the inconvenience of the goods immediately, but only after a certain period of time after wearing the shoes, you can return them at. Article 18 Law on the protection of consumer rights 'Consumer rights in the event of defects in goods'. In this case, the consumer must indicate the defect in the complaint and the seller must agree to it. If the seller and the buyer do not agree about a defect or a material defect, an independent investigation is required at the seller's expense, which both the seller and the consumer can arrange.

Importantly, if the investigation shows that the defect was caused by the consumer, the seller is entitled to recover the costs of the defect from the consumer.

Summarized. In accordance with. Article 18 of the ZOPP dated February 7, 1992 No. 2300-1 (as amended on March 18, 2019).It is possible to return or exchange used goods if a material defect is identified, namely:

1. unsuitability for handling;
2. loss of appearance due to poor workmanship;
3. loss of consumer properties;
4. Manufacturing defects.

The buyer has the right to demand from the seller:

1. Replacement of the goods with similar goods without defects;
2. A proportional reduction in the purchase price of the goods;
3. Elimination of the defect at the seller's expense;
4. Refund of the amount paid for the goods.

What do I have to do if the shoes cannot be returned?

If the seller refuses to accept the goods, a complaint letter must be drawn up in duplicate, one of which must be sent to the seller by registered mail. The complaint must be processed within 10 days and the complainant must receive a response. If the complaint does not lead to the desired result or is ignored, a complaint must be filed with the Federal Agency for the Protection of Consumer Rights and Human Welfare (Rospotrebnadzor). A corresponding application should be submitted for this purpose.

1. Name and address of the supervisory authority.
2. Information about the complainant – last name, first name, patronymic, place of residence, contact telephone number.
3. Information about the seller – name, address.
4. Information about the item – name, color, size, date of purchase.
5. Need to return the item.
6. Result of the complaint to the seller.
7. Claims made by the person filing the complaint.
8. List of documents to be attached.
9. Date and signature of the person making the complaint.

The complaint must be accompanied by the passport, proof of payment for the shoes, the warranty card, the complaint to the seller and the response received. A complaint to Rospotrebnadzor is processed within 30 days.

Quality control of shoes and testing of shoes

The return of a shoe is usually preceded by an inspection and evaluation by an expert. First, the product is visually inspected by a representative of the seller. Visual inspection mainly concerns cases where good quality shoes are returned.

If the product is defective, it will be sent in for inspection. As a result of the assessment, the causes of the defects are determined and an expert report is drawn up. The assessment can be arranged by the buyer or the seller. The person responsible can then reimburse their costs at the polluter's expense. The assessment takes 20 days.

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