When it comes to defective goods, the law gives consumers even more the product rights. During the warranty period, you can claim:
Proportional price reduction.
Free repairs within a reasonable time.
Reimbursement of repair costs.
If the defect is significant, you can:
return the goods and get a refund;
replace the product with a new or similar one.
Interesting detail: international experience
In France, the seller is required to fix the defect or replace the product within one month, otherwise you are automatically entitled to a refund. In Japan, customers rarely have to complain at all – reputation twitter data is more important than short-term profit, so stores solve problems immediately.
Special cases: oversized goods
For goods weighing more than 5 kg, the law requires the seller or the product manufacturer to pick up the item for repair or exchange. If the product is repaired, the defects must be eliminated within 14 days, otherwise each day of delay will cost the seller 1% of the value of the goods as a penalty.
Items that cannot be exchanged or returned
Even if you don’t like the dress anymore, it doesn’t always mean case study: calculating clv for customers you can return it. There is a list of items that are not eligible for exchange:
perfumes and cosmetics;
underwear;
hosiery;
medicines;
printed publications;
jewelry.
If the product has individual characteristics, such as custom-made furniture, it will be almost impossible to return it.
What to do if the seller refuses?
Often sellers try to circumvent the law and refuse to return the goods. In such cases, I recommend:
Apply in writing. Write a statement stating your requirements.
Keep documents. A receipt, warranty card, receipts – all of this will aqb directory come in handy.
Insist on an examination. You have the right to be present when the quality of the goods is checked.
Legislative and practical issues in the field of returns and exchanges of goods
Despite clearly defined consumer protection legislation, in practice there are many problems that prevent consumers from exercising their rights. Let’s consider the main challenges and possible solutions.