In the twenty-first century, most people shop online. This is very convenient, since it does not require much time and effort, in addition, you can always find a better offer and save your money. Unfortunately, unscrupulous sellers are everywhere, so it’s quite possible to get a defective or different order from the courier. What to do in this case and where to apply, how to arrange a return of goods to the online store? Let's draw up the most complete and useful instruction that can help everyone in such a difficult situation.
Determine the category of trade
Before you start making out the return of goods to the online store, it would be nice to familiarize yourself with the main legislative framework. The sale of products of this kind falls into the category of “distance trading” and is regulated by the law of the Russian Federation “On the Protection of Consumer Rights” (Article 26.1). A distinctive feature of this method is the impossibility of a potential buyer to personally assess the goods personally. Getting acquainted with the online catalog, we get familiarization information, on the basis of which we make the final decision on the need for a purchase. Most companies strive to provide the customer with as much additional, useful data as possible, attaching photos, videos, customer reviews and a detailed description of the position to the description. Such exhaustive information excludes the possibility of a selection error, which means that they significantly save the costs of both parties on the return or exchange of goods. 
Product List to Return
In what cases is it possible to return the goods to the online store and are there any restrictions? First of all, you should know that many companies prefer to refer to a special list. non-food items, which are not subject to exchange or return, even if they have quality defects. Remember, such a list appears only in article 25.1, in 26.1 (concerning this particular type of trade) there is not a word about it, which means that you have the right to return such products back. Feel free to operate with the data. Allowed to return everything: cosmetics, perfume and even underwear.
Among other things, the return of goods through the online store is carried out even if the purchase was made in the category of sales. Most of the nuances exist in a transaction made at discounts caused by defective products. In such a situation, it will be possible to return the goods and return the funds only if the reason for the refusal lies not in the initially announced defect, but in something else.
What products can’t be returned?
Let's talk about in which case it is impossible to return the goods to the online store? Many buyers believe that it is enough for them to contact the relevant government agency, as all disputed issues will be resolved in their favor. In fact, everything is far from so rosy. The law is aimed not only at protecting their interests, but also at supporting the seller. 
Products must be sure to keep their consumer properties, as well as presentation. Traces of use or breakage, scratches, dents are absolutely unacceptable. If the host party has any doubts, an independent examination will be able to resolve them. Another very important nuance: a return will not be possible if the products were purchased by the company on order specifically for you.
How to make a claim and what documents to attach to it?
So, let's talk in more detail about what papers you need to prepare in order to return the goods to the online store? A statement, expert opinions, photographs ... The list of papers on ignorance is quite easy to get confused. What do you really need, and what simply will not be required.
Your first step is to file a claim. The document is executed strictly in writing and exclusively in duplicate. Its writing should be given the closest attention, since it contains a rather large number of nuances, the main of which we will list below:
- you must indicate the defendant, that is, the person whose name the complaint is made;
- passport details of the initiator, i.e. you;
- a detailed description of the situation and the essence of your requirements (try to do without emotions, strictly state the facts, and, if possible, provide links to relevant legislation);
- your signature;
- date.
If you decide to hand over the claim personally to the negligent seller (or his representative), demand that he not only leave his signature on paper, but also indicate the date of receipt of the paper. If you are denied and do not accept the document, do not rush to get upset and upset, just send the claim by registered letter, in this case the company will not get away from the official answer. The deadline has passed, but you have not received a response? It is time to go to court.
Among other things, documents such as technical passports and warranty cards can come in handy, of course, if any. Without fail, a copy of the check is attached to the letter. By the way, please note that all of these documents, except the claim itself, are sent to the responding party in the form of a copy, and not the original, so do not be careless, save the evidence.
Where to go if no response has been received?
Returning goods through the online store is not always fraught with various difficulties. In most cases, sellers also do not want scandals and proceedings. And if they are guilty, they acknowledge it.
If the conflict has gone far, feel free to uphold your interests. To do this, you can contact the court or Rospotrebnadzor. It should be remembered: in the event that you are wrong, no one will stand on your side, the law protects everyone equally. Claims to Rospotrebnadzor are made according to the algorithm described above (with the exception of the addressee). By the way, you can successfully express your negative opinion about the work of a particular company on the Internet. 
Documents for the court are no longer prepared in duplicate, but in triplicate. Do not forget to keep one sample on which the date of acceptance of your documents in production will be indicated.
The nuances of the return procedure
Return of goods through the online store must be made within a certain time frame. The minimum period for such an operation is 7 days. If on the store’s website and in the received documents there is no information of this nature anywhere, you can safely try to return the funds within as many as three months. If the online store designed everything according to the law, then only in one week.
Among other things, it should be remembered that on the website of any company specializing in the sale of goods, information on the time and rules for returning the goods in case of force majeure must be provided. Such data is not just presented on the Internet, it is duplicated on documents that are carried out at the time of the direct transaction.
How is delivery usually done?
After a positive decision has been made in your favor, it is time to think about how exactly the goods will be returned to the online store. Delivery is most often carried out by mail or transport company, some companies offer to solve the issue and services of their couriers.Please note: the return of goods that did not fit the characteristics is carried out strictly at the buyer's expense.
Basic information about the examination
How is the defective product returned? The online store has the right to conduct an examination at its own expense and determine what caused the breakdown - the initial conditions or the actions of the buyer. By the way, at first the buyer may ask to exchange low-quality products for a working analog at the same or lower cost (in the latter case, with a surcharge). In addition, you can require the responding party to repair and identify existing defects. 
Adidas Refund Policy
In order to make the procedure a little clearer, we will analyze specific cases using individual manufacturers as examples. So, how is the goods returned to the Adidas online store? The first and main rule, which is warned by the employees of this company, is that products purchased remotely cannot be exchanged in a retail network. You will need to contact the online store with which the transaction was concluded. Items that are not suitable for you according to their characteristics (color, style, size) and do not have signs of wear are accepted for return. Without fail, you will need packaging, labels and other attributes of consumer properties. Reception of goods by the store is carried out within exactly 30 days after the conclusion of the transaction. The transfer of goods is carried out only by mail. The following set of documents and items is sent to the address of the online store:
- the goods themselves;
- application for a refund (usually issued in a set of documents upon purchase);
- copy of check and certificate of transfer of products;
- a copy of the check for transportation costs (mail / transport company shipping services);
- your details for the return of spent finances.
Return of goods to the online store: Ukraine
How are these issues regulated in neighboring states? Let's talk about how goods are returned from our closest neighbors in Ukraine. You can return the goods to the seller in two cases: if it turned out to be openly defective or if it did not fit you for any specific characteristics. In the first case, it should be guided by article 8 of the law "On the Protection of Consumer Rights" of local legislation. Exchange, repair or transfer to the buyer of the lost funds is carried out during the warranty period, if it is proved that the consumer was not the cause of the breakdown itself.
If the product does not meet your real expectations, it can also be returned, but within 14 days. Your actions in such a situation will be regulated by article 9 of the law mentioned above. Funds must be received by the buyer no later than seven days after the nomination of the corresponding wishes.
Return of goods to the online store: Belarus
Replacement of defective goods under the laws of the Republic of Belarus is carried out within a maximum of 14 days. If such a product is not available from the seller, he is obliged to notify the buyer of the delay and provide a replacement within one month, with the permission of the injured party, the transfer of alternative products with similar characteristics is allowed. Good-quality goods are also subject to exchange or return at the request of the buyer, such relationships are regulated using the 28th article of the law "On Protection of Consumer Rights". A positive outcome occurs only if the product has not been in operation and has fully retained its consumer properties. The maximum period for a refund is one week.
Remote purchases of special products: household appliances and telephones
If you bought large-sized household appliances, how will the return of goods go? The online store "Eldorado" has experience in solving such issues.First of all, an upset client is offered a repair. Whether or not to agree to this is up to you, because by law you have the right to return your money and purchase a new thing. According to official figures, you can:
- return high-quality, but not suitable equipment within 10 days;
- return the defective item during the warranty period (if the breakdown is not provoked by you).
You can transfer the products back to the distributor at any existing network store or distribution point. With you you need to have a passport, the goods themselves, a receipt, packaging and a full set of attached documentation (the one that is issued upon purchase). Bought a phone, but it doesn’t work? How to return a product? Svyaznoy is an online store, which is often characterized on the negative side by dissatisfied customers. Remember: regardless of what you bought - a refrigerator or a tablet, the rules for returning low-quality products are identical, just follow the algorithm and rules described above.
In conclusion, I would like to remind potential buyers that distance shopping is a very modern and convenient solution. Do not be afraid to learn new technologies, because with a high degree of probability you will be able to return the goods to the online store if necessary. There is a law that governs such actions, and it works. Entering into a dispute, appeal to article 26.1, which is one of the subparagraphs of the federal law “On the Protection of Consumer Rights”.
