The washing machine is working, but for some reason it is not suitable for you
Many customers believe that any product can be returned to the store within 14 days after purchase, especially if the packaging is intact. People are often interested in the possibility of returning or exchanging a recently purchased washing machine if:
- it didn't fit;
- not satisfied with the sound volume during washing;
- I didn't like the model.
If you purchased a product through an online store, you have 7 days to cancel the purchase without giving any reason. If you were not notified of the week deadline, you can request a refund within 3 months. It should be noted that the washing machine in this case must be in a marketable condition and with all factory labels.
Attention
The washing machine is a technically complex product, so if it is working properly, you CANNOT simply return it to the store or exchange it for another model.
Is it possible to return equipment after the warranty expires?
In accordance with paragraph 5 of Art. 19 of the Law, if the period provided for in the warranty agreement is less than 2 years, and defects in the goods are revealed after the end of the period, but within 2 years, the consumer has the right to present claims to the seller if it is proven that such defects appeared before he received the goods.
Important! As during the warranty period, you submit your claim to the seller. However, the distinctive feature is that in this case you yourself are obliged to prove the causes of the malfunction. Basically, such evidence is the result of an examination.
If, based on the results of the examination, it is revealed that the product defect is of a manufacturing nature, then you will be able to present to the seller any of the claims that may be presented during the warranty period. These requirements are specified in Art. 18 of the Law.
In this case, you can demand not only a return, exchange or troubleshooting, but also reimbursement of the costs you incurred to conduct an expert inspection.
Watch the video. How to return an item to the store:
The machine broke down less than 14 days after purchase
If you identify any non-compliance with quality requirements in the unit, you can contact the store with one of the requirements:
- accept the goods back and return the money paid (completion period – up to 10 days);
- exchange the washing machine for a working one (this will be done within 7-30 days);
- eliminate the malfunction under warranty or reimburse repair costs (maximum 45 days);
- reduce the cost in proportion to the defect.
Information
The seller cannot insist on any option; in this case, the choice is up to the buyer. The detected defect can be anything, even not very serious.
Refund if the washing machine breaks down before the warranty period expires
You have the right to return not only the money spent on the purchase of a washing machine, but also the losses caused to you.
To do this you will need the following documents:
- passport of a citizen of the Russian Federation;
- a receipt for the purchased goods (if it is lost, you have the right to refer to the testimony of witnesses).
You have the right to return the car during the warranty period. If the seller refuses to admit defects in the goods, he is obliged to carry out an examination at his own expense.
If a dispute arises between you and the seller about the nature of the defects, the seller pays for the examination. If you disagree with the results of the examination, you have the right to appeal its results in court.
Please note! If you want to return money for faulty household appliances after the expiration of the warranty period (if it does not exceed two years), you are responsible for proving its defects.
The breakdown occurred after 15 days of operation
You can return or replace a technically complex product only if the fault turns out to be serious.
The degree of malfunction is determined by an examination carried out by the seller. The machine is delivered for examination at the store’s expense.
If you are going to exchange or return the unit, do not allow technicians from third-party service centers to access it.
When submitting for examination, an act is drawn up in your presence, which indicates:
- Model and serial number of the machine.
- Description of appearance indicating the presence of mechanical damage.
- The malfunction itself.
You can record the manifestation of the problem and the appearance of the product in the photo.
After the examination, the washing machine is repaired free of charge under warranty.
After two weeks from the date of purchase, they will agree to exchange your broken machine or return your money for it if:
- the deficiency cannot be eliminated;
- requires long and/or expensive repairs;
- the total repair time exceeded 30 days in each warranty year, that is, the machine often breaks down;
- Warranty repairs were not performed within 45 days from the date of application.
Obligations of sellers and manufacturers
Each manufacturer of household appliances provides a warranty period for the products they sell. This means the period during which the washing machine should operate without failures, provided that the operating rules are followed.
Warranty periods vary from manufacturer to manufacturer. Moreover, the differences concern not only equipment from different brands, but also individual parts and assemblies within the same brand of washing machine. For example, LG provides a 3-year warranty on its car, and the warranty period for the motor of the same household appliance is 10 years.
Warranty periods for washing machines of common brands:
- Bosch – 2 years;
- Indesit – 1 year;
- Atlant – 2 years;
- Siemens – 2 years.
The store selling the washing machine is obliged to comply with the warranty periods established by the manufacturer. Moreover, a company producing products for wide export can set its own warranty period for each importing country.
At his own discretion, the seller cannot change the period noted on the coupon. However, trying to sell a product, sellers often deceive in words: they name one term, although in reality it is different. Therefore, when making a purchase, you should definitely look at the warranty sheet. The seller is also obliged to put a stamp on the coupon, otherwise the service center will refuse to accept the equipment for free repair.
How to write a complaint
Your first step to solving the problem is to write to a representative of the organization that sold you the unsuccessful washing machine.
The claim must be drawn up in two copies and brought to any official (administrator or seller) in the store for signature: the buyer keeps the second copy with a note indicating acceptance of the claim.
There is no strict and specific form for filing a claim. The text must indicate:
- recipient and sender (individuals, not organizations);
- your contact address to which a response to the complaint will be sent;
- the maximum amount of data about the purchased product: name, model, article number, receipt details, price, serial number, date of purchase, availability of a warranty card (attach a copy of it to the claim);
- the essence of your dissatisfaction with the washing machine in any form (describe the problem in detail);
- requirements for the seller (money refund, exchange of goods, repairs, reduction in cost);
- your signature with transcript, date of filing the claim.
Please review sample claims for returning goods within 15 days of purchase, as well as goods of inadequate quality during the warranty period.
Attention
You can draft the text of the document yourself or entrust it to a lawyer. The claim presupposes a pre-trial settlement of the problem and at the same time warns of a possible recourse to court if the seller fails to fulfill its obligations, that is, it has legal force.
Sample documents
By clicking on the link, you can download the necessary sample documents:
How to return household appliances of inadequate quality
Attention! You have the right to return the washing machine to the store if it is impossible, for example, to turn on the machine or close its door.
This flaw is obvious; no proof is needed. There are often cases when a washing machine works properly, but creates inconvenience with its strong noise and vibration. In such cases, there is a high probability that your refund will be denied.
If two weeks have not passed since the purchase, you should request a replacement of the car or a refund. If this period has expired, you will need to prove the presence of defects.
During the warranty period, the examination is carried out at the expense of the store, and after the expiration of the period - at your expense. If the presence of defects is confirmed, the money spent on the examination will be returned to you.
The seller does not agree with your requirements?
In this case, a firm knowledge of your rights and insistence on their implementation will help. The reasons for a store’s refusal to accept, exchange or repair defective equipment cannot be:
- non-commercial type of product;
- loss of packaging;
- traces of use;
- lack of sales receipt;
- purchase at a promotion or discount.
If the store refuses to sign your claim, send it by registered mail to the legal address indicated at the “Consumer Rights Protection” stand; a response is required within 10 days.
You can also ask that your copy be marked in the presence of two disinterested witnesses. In case of refusal, you just need to leave one copy in the store, and mark the fact of refusal on your own, and provide the names and addresses of witnesses.
As a last resort, you can go to court or consumer protection organizations. The truth almost always turns out to be on the side of the buyers.
Returning equipment purchased through an online store
If you bought a washing machine in an online store, in accordance with Art. 26.1, you have the right to cancel it within seven days from the date of receipt.
If you have not received information about these deadlines, then within three months.
In this case, the washing machine must be in good condition, retain all the necessary documents and presentation.
If, after purchasing a washing machine, you discover defects, then the time at which such defects are identified will play a key role in protecting your rights, since the washing machine is one of the technically complex products.
ATTENTION! Look at the completed sample request for a refund for a product purchased in an online store:
How to return a washing machine purchased on credit to the store
If you want to get a loan for household appliances, then a consumer loan agreement is drawn up, to which you and the bank are parties. This means that the goods will be held as collateral by the bank until you pay the full amount. Thus, you will have to coordinate all actions with the bank.
In accordance with Art. 811 of the Civil Code of the Russian Federation, the return of goods only terminates the validity of the purchase and sale agreement. The consumer loan agreement continues to be valid, which means you must continue to pay money to repay the loan. Failure to fulfill obligations will result in a fine.
If the equipment was purchased on credit and you want to return it, the following outcomes are possible. Return of goods and termination of the purchase and sale agreement according to the standard scheme.
Note! In accordance with paragraph 1 of Art. 451 if a defective product is returned, you have the right to early termination of both the loan and credit agreements, citing a significant change in circumstances.
Based on the provisions of paragraph 6 of Art. 24 of the Law, if a defective product that was purchased with a consumer loan is returned, the seller must return to the buyer the money for the product, as well as interest and loan payments that the buyer has already paid.
To do this you will need:
- provide the bank employee with documents confirming the return of the goods;
- return to the bank both the loan amount itself and interest for the past period;
- obtain certificates about the cost of the loan and the absence of debt;
- contact the seller and submit the relevant documents indicating that you have fulfilled your loan obligations.
Return of goods and termination of the purchase and sale agreement according to a simplified scheme.
Within a thirty-day period after concluding a loan agreement, you have the right to submit an application to the bank for repayment of the entire loan ahead of schedule. In such a situation, the seller will have to return the money to your account.
In this case, to the list of required documents you will need to add a certificate confirming that you have no debt on the loan, as well as containing information about the interest paid.
Exchange of goods that are the subject of pledge
After the replacement, a number of changes are made to the consumer loan agreement.
To do this, submit to the bank:
- documents containing information about your right to a new product;
- documents confirming the return of goods to the store (for example, a claim).
ATTENTION! View the completed sample claim for the return of goods purchased on credit:
