Is it possible to return furniture if it doesn’t fit? Returning furniture to the store

It is understood that if the customer does not have the opportunity to see and try the purchased product, then he has additional features refuse it. In practice it looks like this:

at any time until the goods are delivered, the client can stop fulfilling the order;
if a partial or full prepayment has been made, it must be returned with the deduction of funds that have already been spent by the store on delivery;
If the product has already been received, unpacked and tested, the consumer has another seven days to refuse it.

The last point is also relevant if you simply don’t like the furniture. However, delivery fees are still subject to withholding. How to return furniture of inadequate quality to the store? The question of whether it is possible to return defective furniture to a store is decided by law in favor of the consumer.

Is it possible to return furniture to the store after assembly?

Can the buyer return assembled cabinet furniture of proper quality if it does not fit in size or color? Please tell me whether the buyer can return cabinet furniture of proper quality if it does not fit in size or color, if it is not a set or a set (for example, 1 cabinet), if delivery and assembly have already been made. It is not recommended to frequently assemble and disassemble cabinet furniture, because
it becomes unusable, and it will not be possible to sell it to another buyer, because no one wants to buy such furniture? If there are no defects in the purchased product (household furniture), but it simply does not suit the buyer in size, shape, dimensions, style, color or configuration, the seller (manufacturer) is NOT obliged to exchange the purchased furniture or furniture set for similar goods, but with others characteristics, or return the cost of the returned product.

Is it possible to return furniture to the store - is it subject to exchange and return?

Is it possible to return furniture without defects back to the store? If we have sorted out the furniture that has flaws, now let’s imagine the situation, they brought you kitchen set, but it doesn’t fit in size, you didn’t like the color, style or something else, but I’ll note again that the set is completely high quality, there are no defects in it and there’s nothing to complain about. But you want to return it to the store and get your money! Well, Article 25 of the “Law on the Protection of Consumer Rights” will help us figure it out and put all the dots in place.

This article states that the consumer has the right to exchange a product of proper quality for a similar product if the product purchased from this seller does not match the color, dimensions, style, size or configuration.

Returning furniture (consumer rights)
Return of furniture of proper quality
Return of furniture
Law of the Russian Federation on the protection of consumer rights
How to return furniture to the store? Consumer rights
Furniture in St. Petersburg
Can the buyer return assembled cabinet furniture of proper quality if it does not fit in size or color?
Is it possible to return furniture of proper quality?
Is it possible to exchange furniture of proper quality if it does not match the style, size, color or completeness?

Return of furniture (consumer rights) Yes, the Law “On the Protection of Consumer Rights” states that the consumer has the right to exchange a non-food product of good quality for a similar one from the seller if it does not suit the shape, dimensions, style, color, size or configuration.

Is it possible to return purchased furniture?

Attention

The consumer has the right to return quality furniture within a period not exceeding 14 days from the date of purchase. When contacting later deadline, the seller has the right to refuse the buyer an exchange or return.

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If the size doesn't fit Return upholstered furniture, which does not suit the buyer with its size, is also regulated by the law “On the Protection of Consumer Rights”, which states that the buyer can return or exchange furniture in a situation where it does not suit the consumer in size, style, consumer qualities and other reasons. Consequently, the buyer can return unsuitable furniture if the return terms and conditions are met.

Is it possible to return money for furniture?

That is, the meaning of these requirements boils down to the fact that if there are no traces of exploitation (use) on the product, then everything will go smoothly. But there is one point regarding furniture, because there are quite a few opinions that furniture of proper quality cannot be returned? According to the Decree of the Government of the Russian Federation dated January 19, 1998 N 55, which contains the “List of non-food products of good quality that cannot be returned or exchanged for a similar product of a different size, shape, dimension, style, color or configuration,” the list contains paragraph 8 which we says that “Household furniture (furniture sets and sets)” cannot be returned.
That is, this list contains a list of goods of good quality that cannot be exchanged for a similar product or returned on the basis of paragraph 1 of Article 23 of the Law on the Protection of Consumer Rights.

Furniture cannot be returned after assembly

1 Can furniture of good quality be returned?

1.1 How to return furniture back to the store within 14 days
1.2 Is it possible to return custom-made furniture?
1.3 Prepayment for furniture - can it be returned?

2 How to return furniture of inadequate quality to the store?

Can furniture of good quality be returned? Often this issue is resolved during the purchase process, when the consumer wonders whether he can return the product. Or he contacts him after the purchase, when it is obvious that he simply did not like the product.

If return conditions have not been agreed upon with the store in advance, you should refer to the Consumer Protection Law. Article 25c general procedure is considering whether it is possible to return furniture to the store if you don’t like it.

Russian Federation Law on the Protection of Consumer Rights Most buyers know about the existence of the Russian Federation Law on the Protection of Consumer Rights, but few know about the Sales Rules. which protect the seller from unscrupulous buyers who believe that sellers should and are even obligated to exchange goods or return money if they themselves, even accidentally, damaged the purchased goods or bought something they didn’t need, or simply made a mistake when choosing a product. How to return furniture to the store? Consumer Rights Consumer protection cases form a large part of everyday legal practice from many specialists. Complaints about furniture of inadequate quality occupy the first positions in the conditional rating of complaints from buyers to sellers.

Then we go to the post office and receive a notification, look at the date in the notification when your letter of claim was delivered to the seller and count 10 days from this date; if there is no response, we file a lawsuit. Conclusions from the article! As you can see, it is quite possible to exchange (return) furniture, even if it is of adequate quality, but as we have explained, it will still not be possible to exchange (return) the set and the set, even if the purchase and sale agreement says “set”, or "set".

And if this is a separate piece of furniture, for example a sofa, table, chair, armchair, then you can exchange (return) it without any problems. You will also not have any problems if the furniture was purchased remotely, we discussed this situation above, the main thing in this case is that there are no signs of use on the furniture, that is, its presentation is preserved.
Law on the Protection of Consumer Rights" provides the following opportunities:

The consumer has the right to demand from the seller the replacement of goods of inadequate quality with exactly the same model of goods without defects;
Demand that the seller replace it with a product of exactly the same characteristics but of a different brand, model, or article and demand a corresponding recalculation of the purchase price;
The consumer has the right to demand from the seller a reduction in the cost of the product in proportion to the detected defect;
Demand that the seller immediately eliminate defects in the goods, because if the buyer eliminated the defects at his own expense, demand that the seller reimburse the costs incurred by the consumer to correct the defect;
The consumer has every right to refuse to fulfill the sales contract and demand a refund of the amount of money paid for the goods.

Therefore, if you purchased furniture and found shortcomings (defects) in it, you want to return the money, but they tell you that the furniture cannot be returned, be aware that you are being misled, this also applies to upholstered furniture and any other purchased under a purchase agreement - sales. IN in this case Article 18 of the Federal Law “On the Protection of Consumer Rights” applies, which provides for your rights in the event of detection of defects in the purchased product (furniture). In accordance with this article, you, among other things, have the right to return money for furniture, and if the product (furniture) is large or weighs more than 5 kg, then its transportation is carried out by the forces and at the expense of the seller. Summarizing all of the above, we come to the conclusion that furniture cannot be returned only if it is of proper quality, and if deficiencies are found, you can return the money for the furniture.

Today in the Russian Federation there is a special decree number 55, which describes in detail the list of goods that cannot be returned to the store at the request of the consumer.

The relevant law applies to the purchase of household furniture products. In this regard, many buyers have practical questions about the possibility of exchange or direct return of purchased items. How this right is implemented in practice, and whether it is possible to return such products back to the store, will be discussed below.

Reasons for returning upholstered furniture to the store

In accordance with the disposition of this resolution, now there is only one basis for returning pieces of furniture - they must have a defect or be completely of poor quality. Only inadequate quality gives the formal buyer the right to request an exchange or a refund.

In this case, it is advisable to talk about protecting the seller’s preferences. Therefore, it is impossible to return upholstered furniture to the store if it does not fit in size, or for any other reasons other than quality. The same applies not only to the size, but also to the configuration, color, and material of manufacture.

Can upholstered furniture of good quality be returned?

If, for example, the purchased furniture is of proper quality, then it will not be possible to return it for any reason. The same applies to the possibility of exchange - such goods cannot be exchanged, because in this case the law completely takes the side of the seller.

The set must be defective as a whole, or its individual items must be of inadequate quality. Features of returning furniture of proper quality are described in the relevant resolution. The purchased headset can be exchanged or directly returned back to the salon only at the request of the seller. There are currently no other grounds for terminating the contract.

Is it possible to return upholstered furniture to the store if you don’t like it?

Many consumers are confident that they can return purchased upholstered furniture within the standard 14 days. Even if you simply didn’t like the purchase, this can be considered a suitable reason. The main thing is to meet the formal deadlines. This opinion is completely erroneous, because the relevant resolution says exactly the opposite, and every subject should know this.

If you don't like the purchase, if it doesn't fit, or for any other similar reason, it will be impossible to return it. The period of 14 days in this case will not have legal force. The only proper basis is the established inadequate quality. Only in this case will it be subject to exchange or direct refund.

How long can I return furniture to the store under warranty?

The warranty period in this case will not include the possibility of returning the headsets. Here it is appropriate to talk about mechanical damage or technical defects, which will be grounds for warranty repairs.

Only if, in the case of repairs under warranty, it is not possible to eliminate the malfunction (damage/defect), then we can talk about an exchange or getting the money back. Here again, it is necessary to point out the inadequate quality, which must be established through a special examination. The current period must be clarified in the warranty card, which is included in the kit after purchase.

How to return upholstered furniture within 14 days and get a refund?

If you don’t like it, or if its size is not suitable, cancellation of a previously concluded transaction will not be possible. For these reasons, it will not be possible to transfer it back to the seller/manufacturer within 14 days. In this case, 2 weeks will not apply, and this is directly noted in the relevant resolution (last paragraph of the document).

You can send purchased items back to the store only if they are of inadequate quality, and this can be done within a reasonable time. Such a reasonable period in this case is 12 months.

Can custom-made upholstered furniture be returned?

The said resolution does not say anything about individual orders. Therefore, such legal relations are subject to general norms. It turns out that even immediately after assembly, the transaction can be canceled only if the money is not transferred to the manufacturer. Before purchasing a product, a formal consumer must carefully inspect all items and only then transfer money. Before transferring money from individual order You can refuse without any restrictions.

How to return furniture if you don't like it?

According to the third section of the Law “On the Protection of Consumer Rights,” furniture of proper quality that is sold in modules and requires assembly cannot be returned to the store. It is possible to return only individual pieces of furniture that is a solid structure. What other furniture can be returned back to the store? What to do if the seller refuses to fulfill the buyer's demands? Read in the article.

Law on Consumer Protection"

The Law “On Protection of Consumer Rights” establishes the following consumer rights:

The buyer has the right to return an item he doesn’t like within the first two weeks (not counting the day of purchase of the product) if it does not suit him according to one of the following characteristics: shape, dimensions, style, color, size, configuration. At the same time, he must be returned 100% of the cost of the returned goods in exchange for the return of the goods themselves;

In addition to returning an item you don’t like in the store, you can exchange it for a product that meets all the characteristics.

Items of inadequate quality (those with manufacturing defects) can also be returned to the store. In this case, the buyer has the right to demand a refund for the defective product, pay for repairs to the product, recalculate the cost of the product due to defects identified in it, and return the difference for self-repair goods, exchange for goods that do not have defective elements;
You can return a product of inadequate quality back to the store during the warranty period for it (it is installed individually for each piece of furniture);

What furniture cannot be returned?

According to the Law “On the Protection of Consumer Rights,” furniture that belongs to the following types cannot be returned to the store:

Those. Furniture that is sold in modules and requires assembly upon purchase cannot be returned.

The remaining pieces of furniture (solid) can be returned or exchanged in the store, taking into account the rights prescribed in the Consumer Rights Protection Law, which we presented in the previous section.

An important condition for the return in this case is to keep the cash receipt, which will confirm the fact of the purchase.

As for returning furniture of inadequate quality, it can be returned during the warranty period specified in the warranty card upon purchase. In this case, the buyer has the right to demand:

Refund the full cost of defective furniture in exchange for returning it back to the store;
Correct any detected defects at the store’s expense;
Recalculate the cost of low-quality furniture, taking into account the identified deficiencies;
Make an exchange for a similar piece of furniture, but good quality;

Return Policy

If the buyer wants to return defective furniture to the store, then he should consider the following factors:

When returning furniture, it should not be discovered that an agreement was signed upon delivery, which indicates the absence of defective elements, for example, a kitchen wall. If it has already been signed, then it will be extremely difficult to return it;
If the buyer discovered a manufacturing defect in the furniture already in the process of using the furniture (after the workers assembled it without asking to sign an assembly contract) and therefore needs the right to return, then it can be done according to the Law with a refund of the full cost of the item or by making an exchange for goods that are free from defects;
If the company has delayed the delivery date of the furniture and its assembly (the terms are specified in the contract), then the consumer has the right (in accordance with the letter of the Law “On the Protection of Consumer Rights”) to request a reduction in the cost of the product with the return of part of it as material compensation;
When returning furniture, the seller must provide cash receipt, confirming the fact of purchase. If it is absent, then according to the Law the seller does not have the right to refuse to satisfy the buyer’s request based on this factor. If the purchase was made no later than 30 days before the return date, then the buyer can request to raise the cash register tape, which displays the purchases made by consumers in the last 30 days.

In addition to the above actions, the buyer has the right to invite a witness to the purchase to the store, who, if the receipt is lost, will become his “analogue”. The witness can be either a friend of the buyer or someone from the store staff.

How to return furniture

The furniture return procedure consists of the following steps:

Going to the store and explaining the reason for the age of the furniture. If the store staff refuses to refund the cost/replace with furniture of proper quality/repair at their own expense, then you will have to file a written claim;

Quite often, at this stage the seller agrees to satisfy one of the above requirements of the buyer.

If furniture is returned of poor quality, an examination will be required. . It is required in order to determine the cause of the marriage. Is the cause of the defect a manufacturing defect, or is the damage to the furniture related to the conditions of its use by the buyer? In addition, an inspection is required to determine the cost of repairs;

If the warranty period for the furniture has not expired, then the examination is carried out at the expense of the seller. Otherwise, such costs fall on the shoulders of the consumer. If the results of the examination show that the buyer is not involved in the occurrence of the defect, then the cost of the examination performed will be returned to him “out of the pocket” of the store.

If the inspection shows that the buyer did not properly use the furniture (constantly spilled something on wooden surface, from which it swelled), then the return will be canceled, and the cost of the examination will not be returned to the buyer.

If the seller conducted the examination at his own expense and came to the store, providing evidence of his “non-involvement” in the occurrence of a furniture defect, and the seller still refuses to return the furniture, then the buyer must present a written claim to the seller and report his forced intention to contact the consumer protection service;
If even after this, the store management continues to ignore the buyer and his demands, then the buyer has no choice but to go to court, filing a statement of claim. The application will have to be accompanied by a copy of the claim handed to the seller and an independently conducted examination (as proof that an attempt at a peaceful settlement “took place”), as well as a cash receipt.

As a rule, the court sides with the buyer. At the same time, he will be compensated for all expenses: an independent examination, legal support of the transaction and other expenses.

If the furniture is made to order

If the buyer chose, for example, a kitchen set in a store, but of a different color and using other materials, then it took some time to manufacture it and the buyer entered into an agreement with the seller to manufacture furniture to an individual order.

If, after receiving the furniture at home, the buyer, after unpacking it himself, discovers that it is of poor quality, then, according to the third section of the Law “On Protection of Consumer Rights,” he has the right to demand:

Eliminate the detected defect at the expense of the store;
Recalculate the cost of furniture taking into account the identified defects (and return part of the money to the buyer);
Reorder a furniture set;
Compensate money spendings if the store takes too long to eliminate the defect or if it is impossible to eliminate it;

If the furniture was purchased online

If the furniture was purchased through a specialized online store, then the buyer, in accordance with the Law “On Protection of Consumer Rights,” has the following rights:

Return furniture for any reason within one business week;
If the buyer was not notified of the seven-day period for returning furniture purchased online, then it can be returned within those months;
An important condition in this case is the preservation of the “marketable appearance” of the furniture, as well as the absence of traces of its use;
The deadline for refunding funds after returning the furniture, according to the Law, is ten days;

Returning furniture back to the store

Return of low-quality furniture

If, after purchasing pieces of furniture, they are found to have signs of defectiveness, the origin of which is the fault of the manufacturer or seller, then they are returned according to the principle common to all goods.

Defective furniture must be accepted back by the seller without any conditions. At the buyer's request, it is possible to return the money spent, eliminate defects at the expense of the seller, or reduce the cost of furniture in proportion to the identified defects.

The procedure for the consumer when returning low-quality furniture is as follows:

Contacting the store with information that defects were found in the furniture purchased from them that were not the fault of the buyer. If the trading organization agrees to take back the furniture, compensate for transportation costs, or eliminate defects at its own expense, then the need for further actions disappears. When returning furniture, it is mandatory to have proof of purchase (receipt, sales receipt and so on).
If the seller refuses to accept back low-quality furniture, you should draw up a letter of claim(claim) and hand over one copy to a representative of the trading organization. Already at this stage, many sellers agree to compensate the buyer for costs, since the latter’s determination to defend their consumer rights becomes obvious to them.
It is necessary to organize and carry out an independent examination, which will give an opinion on the origin of defects or damage, and also provide information on the value of defects. The consumer will have to carry out the examination at his own expense, but there is no need to be afraid of this. In any case, in the future these costs will be borne by the seller. If the warranty period for the product has not yet expired, then the responsibility for conducting the examination rests with the seller.
After this, a final attempt should be made to resolve the conflict out of court.. The seller must be presented with a claim and an expert opinion indicating that the buyer has nothing to do with the occurrence of the defect and his demands for the return of the furniture are absolutely legal.
The last step in resolving the conflict is filing a claim in court.. The documents provided must necessarily include: a claim previously submitted to the trading organization (as evidence that you tried to resolve the dispute without court hearings), an expert opinion (as evidence that your claims are justified and legal), a purchase receipt (as evidence that this particular seller sold you low-quality furniture).

In the vast majority of cases, the court sides with the consumer, awarding the seller full compensation for the buyer’s losses (including expenses incurred for the examination, the cost of legal advice, representation services, and so on).

It is important that all expenses are documented, so you should carefully save all checks, receipts, certificates and other documents.

Naturally, a return is possible only if the defects or defects in the furniture are of factory origin or arose through the fault of the seller. If defects in the furniture were caused by the buyer (for example, due to improper care), then it will not be possible to return the money or exchange the goods.

Claim and rules for its preparation

An important step when returning low-quality furniture is filing a claim. This document does not have a strict form, however, when drawing it up, you must be guided by the rules common to all documents.

The claim header must contain as much as possible full information about the person who compiled it and the seller, that is, the one to whom this claim is intended. In the text of the document, it is necessary to describe in as much detail as possible, but without unnecessary fluff, the essence of the conflict that has arisen, indicating the date of purchase of the furniture, the defects found and the methods by which you tried to defend your consumer rights.

After this, your requirements and the actions you will take if they are not met should be indicated. For example, you demand a refund and if your demands are not met, you will be forced to file a claim in court.

At the end of the claim, you must list the documents or copies thereof that you attach to it (checks, warranty cards, etc.).

Naturally, the claim must be signed by you. As a rule, one copy remains with the buyer, the second is transferred to the seller. Ideally, the seller should confirm that you have served them with a formal claim by marking both copies. If he refuses to do this (and this is what most often happens), then it is enough to testify to this fact, for example, by inviting a witness.

A well-drafted claim is not only important element evidence base for the court, but also a convincing argument for sellers. Often, after reviewing the completed claim, the case for the return of furniture is resolved in favor of the buyer.

Return of quality furniture

If the furniture does not have manufacturing defects or defects caused by the seller, then returning it to the trading organization is more difficult, although there are some nuances here too. In the Law on the Protection of Consumer Rights, furniture is classified as a technically complex product, which means that it is impossible to return it to the seller in good condition. But in the same paragraph of the law it is clarified that we are talking about furniture sets or sets.

This means that the furniture that is sold in stores as part of any sets is classified as technically complex goods. The same pieces of furniture that are sold individually are considered ordinary goods.

That is, if you purchased a kitchen set and after the purchase decided that it did not suit you, for example, in color, then you will not be able to force the seller to accept it back. The law in this case will be completely on the side of the seller.

If you purchased one piece of furniture, then within fourteen days you have every right to exchange it for an identical product, without even explaining the reason for this. The attempts of some sellers to confuse you by presenting the matter in such a way that no furniture can be returned are, to put it mildly, illegal.

Quite often in furniture stores there is an advertisement: “Furniture cannot be exchanged or returned”. Store employees can also verbally state such rules adopted in their establishment.

However, such statements, to put it mildly, craftiness. Furniture is an ordinary product, the sale, return and exchange of which is regulated by the law “On the Protection of Consumer Rights”.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call free consultation:

With regard to furniture, this law has several subtleties that should be understood.

You can find out who can be a consumer and who cannot from ours.

Is it subject to exchange or return?

According to Russian legislation, the buyer granted the right to return low-quality or other furniture, which has significant deficiencies not only during the warranty repair period, but also after its completion.

In addition, according to the same law, the buyer can return furniture of proper quality, however, such a return has significant restrictions.

Which one I didn't like

You should know that the buyer has every right to exchange furniture if it does not suit him for one reason or another, also the buyer is not obliged to explain and justify the reasons for the return or exchange.

According to Decree of the Government of the Russian Federation No. 55, the exception is furniture sets or kits that belong to the category of complex technical products.

By law, the seller is not obliged to exchange such headsets or return the money paid by the buyer for them. Thus, in the case of purchasing a separate piece of furniture, for example, a table or sofa, the buyer can return them to the store.

Can I return it to the store? jewelry made of gold? find out right now.

Within 14 days

The main condition for returning a piece of furniture of proper quality is period of its acquisition.

The consumer has the right to return quality furniture within a period not exceeding 14 days from the date of purchase.

When contacting after the due date, the seller has the right to refuse the buyer an exchange or return.

If it doesn't fit in size

The return of upholstered furniture that does not suit the buyer with its size is also regulated by the Law “On Protection of Consumer Rights”, which states that the buyer can return or exchange furniture in a situation where it does not suit the consumer in terms of size, style, consumer qualities and other reasons.

Consequently, the buyer can return unsuitable furniture if the return terms and conditions are met.

Made to order

Unlike factory-made and other furniture sold in stores (for example, in “Lots of Furniture”), a project of custom-made furniture , agreed in advance with the buyer, the guarantee of which is an agreement concluded between the customer and the manufacturer.

In this situation, the manufacturer provides services for the production of furniture, due to which Articles 28 and 29 apply. "Law on the Protection of Consumer Rights". According to them, the buyer is provided possibility to return furniture in a situation where:

According to the law, a significant defect is considered to be an irreparable or reoccurring defect, or a defect that requires elimination. large time or financial costs.

Thus, it will not be possible to return custom-made furniture to the manufacturer that does not fit for any reason.

To return or exchange furniture of inadequate quality, you will need to prove the presence of a defect or a violation of consumer rights specified in the contract for the provision of services.

Refund procedure

How to return furniture back? Rules for returning furniture and conditions for refunds depend on the nature of the complaint buyer to seller and violations committed.

For quality

In order to return quality furniture to the store, the following conditions must be met:

This must be separate piece of furniture, which does not fall into the category of complex technical products (furniture sets and sets).
The deadline for filing a claim is less than 14 days from the date of purchase, while keeping the receipt for the purchase of the piece of furniture.
Furniture has not been used, the presentation and appropriate consumer qualities have been preserved, it is desirable to have the original packaging.

Subject to these conditions, the buyer has the right to contact the store, if necessary make a written statement for an exchange of a piece of furniture or a refund.

If the seller does not have the corresponding item for sale on the day of contact, the buyer has the right to demand a full refund of the money that must be returned to him within 3 days.

We offer a sample claim for the return of furniture of proper quality.

Incomplete or different color

In a situation where furniture of a different color is imported, as well as when necessary parts or parts of a piece of furniture or furniture set are missing, the seller violates the contract, concluded between him and the buyer.

If the buyer discovers a shortage or incorrect color, size, design of furniture before signing the acceptance certificate, the defect should be indicated in this act.

Often the acceptance certificate contains a clause stating that there are no claims on the part of the buyer, therefore, in the case when there is no way to immediately check the completeness, you should write in the act: “I accepted the goods, I will inform you about the presence or absence of defects after installation.”

If you discover incompleteness or identified deficiencies, you should file a claim and proceed in the same way as when purchasing low-quality furniture.

For poor quality

In order to return the funds paid for low-quality furniture, a written complaint must be made, the claim must justify the reason for the return and indicate the buyer’s requirements (exchange, return, correction of defects, etc.). Then follows:

contact the store with a verbal request to return or exchange furniture;
in case of refusal, hand over a pre-drafted claim to the seller’s representatives;
provide a piece of furniture for an independent examination, the services of which are paid for by the seller.

The maximum period during which a piece of furniture is undergoing independent examination, is 5 days.

If the buyer's claims are considered justified, the seller must replace a piece of furniture, correct the identified deficiencies or within 10 days.

If the seller refuses, the only recourse for the buyer is legal action remains. You should also remember that if the piece of furniture is large (weight exceeds 5 kg), then its transportation is carried out by the seller.

To return furniture with defects.

Penalty for failure to deliver on time

If the ordered furniture is not delivered within the time specified in the contract, the buyer has the right to establish new term , demand termination of the contract and return of money, or demand payment of a penalty.

If the amount of the penalty is not established by the purchase and sale agreement or the agreement for the provision of services, then its amount is 3% of the cost of work for each day of delay, but not more than the entire order amount. The buyer's requirements must be fulfilled by the seller within 10 days.

Sample claim for violation of furniture delivery deadlines.

How can I get my money back if I haven’t received it?

If the seller does not deliver the furniture, then the buyer should make a written claim indicating violation of the contract by the seller between him and the buyer.

The seller is obliged to return the money within 10 days after submitting a written claim.

If the seller refuses to comply with the customer’s requirements, then the only remaining method for a refund is filing a claim in court to the seller.

Thus, furniture is practically no different from other consumer goods; the conditions for its return are regulated by Russian legislation.

The buyer has the right to return or exchange furniture, if the terms of the contract are violated, be it the terms of its implementation, conditions or subject matter.

Exchange or return of low-quality furniture is possible, and furniture that is incomplete or does not comply with the contract is possible if such a fact is indicated in the acceptance certificate.

Return of high-quality but unsuitable furniture, limited to 14 days and product category(does not apply to furniture sets). In case of violation of these conditions by the seller, the buyer has the right to appeal to the judicial authorities.

Statement of claim to the court for the return of money for furniture.

You can learn about consumer rights to return furniture to a store from the video:

When buying furniture in a store, every consumer should know that it is possible to return it back or exchange it for another only if it has flaws. If the furniture does not suit you in size, color or other parameters, but is of high quality and intact, returning the furniture is impossible.

What to do if you received defective furniture?

First of all, you should contact the store with a request to replace the product or return the money. After refusal, give the seller a written claim (information about its contents is available on our website, which can also be obtained by calling the hotline). If you are again refused to return the furniture, you need to conduct an independent examination, and its results are attached to a repeated claim to the store (you should also demand a refund for the examination).

If in this case the money for the furniture is not returned to you, then go to court.

No matter what the sellers tell you, know that the law is on your side!

It is worth remembering a few more rules:

present your claims to the selling party only in writing and require a receipt. Only in this case will you be able to prove in court when and with what claims you applied to the store to return the furniture;
If you have a warranty card for a product, then the seller, and not you, is obliged to make an expert assessment and prove that he provided you with a quality product. And you, in turn, can challenge the expert’s conclusion;
in the event that the warranty period has expired or there is no warranty, you do the examination yourself;
The period within which you are required to return the money is 10 days.

Sometimes a purchased product of proper quality does not suit the consumer. When buying furniture, you need to be prepared for what you have special conditions, in which it is not possible to legally return the purchase.

By law, the return of quality furniture to the seller within 14 days without explanation can be made only in exceptional cases. There usually must be reasons for not purchasing. The grounds on which you can return products without defects or defects are specified in the Consumer Protection Law (CPL). Article 25 states that the buyer has the right to return the goods within a two-week period if the products do not meet the consumer’s requirements in terms of size, shade, completeness or appearance. This applies to almost all products sold. But there is a list of goods approved by the Government of the Russian Federation that cannot be returned within fourteen days or replaced with a similar product.

It includes furniture sets and sets of good quality.

A furniture set is a set consisting of two or more items. For example, a free-standing table and four chairs are not considered a set or set. But in some cases, a table with chairs will be a single unit, if this is provided by the manufacturer and indicated on the price tag.

This often happens with tables and chairs made of natural wood. Processing feature wooden products is that the next batch of the same design will most likely be different from the previous one. Such is the unpredictability of wood to absorb varnishes, paints and other materials. Manufacturers, realizing that it will be difficult for the buyer to match the chairs to the table, make a set and set one general price.

Sofa and chair, made in one fabric and one style decision They are also a set that will be difficult to return to the store. In rare cases, the seller meets the buyer halfway on this issue.

A set is an item assembled from several elements. All cabinet furniture to be assembled is a set. The RFP states that a product of good quality is suitable for return if it has not been used for its intended purpose and the product is not damaged appearance, factory tags and tags are intact, purchase receipt is present. Furniture that has been assembled automatically loses its appearance and is not suitable for sale or sending to the factory. It will not be possible to return high-quality furniture back to the store after assembly.

In order to be able to return, do not rush to immediately collect the purchased product. After opening the package, you must carefully inspect the parts, glass display cases, and mirrors. If you are not satisfied with the product, you can try to return it to the seller. If there are no traces of assembly on the product, a representative of the sales organization will consider your request in a positive way and return the money.

All sets and sets: sleeping set, kitchen furniture, living room sets cannot be returned back to the store or exchanged for another product within a 2-week period. Unlike single pieces of furniture, which the seller is obliged to take back.

Methods of selling furniture, design features and payment of penalties

Furniture can be sold in several ways. The likelihood of its replacement, return, as well as the amount of the penalty for late delivery may depend on this.

Sale from the hall. Single elements can be returned on a general basis. There is a possibility of returning other types of furniture. The exhibition usually contains samples specially collected for display to the buyer. When purchasing an exhibition sample, the buyer takes already assembled, used furniture without packaging. This means that when returned it will not lose its appearance. Conclusion: when buying a sample from the hall, the consumer can try to return it if it does not suit him. Although many sellers do not agree, there are cases of positive court decisions on such issues.
Sale from warehouse. Return to two week period Only single items of good quality are available. Kits and headsets will not be taken back.
Sale under a purchase and sale agreement. It determines the delivery time of the order to the buyer, which is most often indicated in working days. If the contract specifies a delivery period of 30 working days, then when calculating late fees, all days must be counted except Saturdays, Sundays and holidays. After completing the purchase and sale agreement before the goods arrive at the address, the client has the right to refuse to receive the furniture without any explanation. He may demand the return of the advance payment made for the order. The trading organization has to compensate part of the costs of transportation or other expenses from this money. Under a purchase and sale agreement for the supply of standard products, half a percent of the prepayment amount is paid for each day of delay.
Manufacturing of a product according to a special project. Here, the return of furniture is possible due to a delay in fulfilling the contract, due to defects, shortages, or before acceptance of the goods by the consumer. If manufacturing process completed or is at the final stage, then returning the funds in full will be problematic. The manufacturer may retain the entire prepayment amount to cover production costs. The store will not accept the return of a good quality custom item within fourteen days. After all, it had to be made to a certain size and design. The penalty for failure to deliver goods within the agreed period under such an agreement is three percent of the amount for one day of delay.
Remote method. New form Internet sales have become a common type of service to the public. Such a sale is carried out without prior execution of a contract, on mutual trust. The buyer is confident that he will receive a quality product within the agreed time frame (for example, in a month), and the seller waits for payment for the product upon delivery to the address. If the client is not satisfied with the quality of the product, which he has not seen in person, perhaps the furniture did not fit the interior of the room or did not like it at all, then the customer has the right to return the purchase within seven days from the date of acceptance without explaining the reasons and without writing a statement.

Documents for processing a return

To issue a return, you must fill out an application. Usually the store provides a document form. But free form is also acceptable. The application must indicate in whose name the document is written (director, manager, manager) and on behalf of whom. Indicating the address and telephone number for feedback. Be sure to write when, what product was purchased, in what quantity, taking the data from the specification. It is important to enter the purchase amount on the receipt. When accepting a return application, a representative of the trading organization will most likely ask you to indicate in writing the reason for the refusal. Drawing up any statement requires indicating the reason why it is being written, even if the reason is formal.

At the end of the document, you must demand the return of all money paid on the basis of the Consumer Protection Law. It takes 10 days to make a decision on claims. The seller will then have to return the money within a maximum of 3 days after receiving their products back.

The consumer's right to return goods initially, by law, involves the exchange of furniture of proper quality for a similar item or other product needed by the buyer. Even after drawing up an application, be prepared that the seller, acting correctly according to Russian law, will first offer to select other furniture from the store’s assortment. If the product suitable for exchange is not available, the store is obliged to return the money.

After the seller refuses to pick up the goods and return the money, you can file a claim in court. Judicial authorities often side with the buyer. Representatives of trade organizations, knowing this, rarely bring the case to court.

When requesting a refund for a refund quality product You must have the following documents, in addition to the application:

cash register, sales receipt;
contract or specification (extract) of purchased furniture;
passport.

The product must arrive at the store in undamaged factory packaging with labels intact; the product must not show signs of assembly or other damage.

After the 2-week period, furniture can be returned only if a defect or other defect is detected. From the date of purchase the product is under warranty. During the period specified in the contract, low-quality furniture can be returned, exchanged for a similar one, or requested to reduce the purchase price. If the warranty period is not indicated in the documents, then by law it is at least two years. Having a marriage significant shortcoming, a shortage of parts or accessories is an unacceptable factor on the basis of which the buyer can demand reimbursement of costs for repairs or replacement of parts, or compensation for damage to health. For example, for the treatment of allergies caused by the specific smell of upholstered furniture.

Delivery, assembly and installation services

The store can provide Additional services for delivery and assembly of goods. For this purpose, a separate agreement is rarely drawn up, since the consumer at the time of purchase is not always sure whether he will need this service or whether he is ready to take out and collect his purchase on his own. Therefore, drawing up such a document is impractical. In addition, violation of the deadlines under the assembly-installation contract usually does not give the buyer anything. After all, sometimes it contains a purely symbolic price, at which the penalty will be a ridiculous amount.

Important! When transporting and lifting by yourself, the person who carried out these actions is considered guilty by law for any damage to the product.

If the buyer is not qualified as an assembler, then it is wrong assembled furniture Violation of the assembly instructions will void the product warranty.

If a trade organization delays delivery and does not meet the deadlines of the contract, then there is no need to rush to write an application for payment of the penalty. You can wait until the order is delivered, calmly calculate how many days the delay was, write an application for payment of compensation for the delay and take it to the store. Moreover, the longer the delay, the greater the penalty.

Cash settlements

If the return is made on the same day on which the purchase was made, then the procedure for receiving a refund is simplified. Some sellers, not wanting to complicate the process of issuing money, carry out the procedure without the buyer’s application and issuing a cash receipt. Cash discipline allows you to make a return at the cash register if the purchase was made on the same day as the money was issued to the buyer.

If you paid in cash, you will be refunded in cash. If the buyer paid using the terminal, then the money must be transferred to the card. It will be more difficult to obtain a loan or installment plan if payment for the purchase was made through a bank.

Depending on the specific situation a respectable seller usually meets the client halfway and accepts the set or set back.

Possibility of returning furniture within 14 days:

¹ - if the furniture is not a set or a set, has not been assembled, the factory labels and the integrity of the packaging have been preserved.

Furniture is returned without explanation in two cases:

according to the terms of purchase and sale or production of a custom product until shipment to the buyer;
in online sales before receipt or within 7 days from receipt of the goods.

Before buying or ordering interior items, it is better to decide in advance and approach the choice of goods by color, size, and configuration. This will help avoid difficulties that arise when returning quality furniture to the store.