Return Policy
Quality items purchased remotely are accepted for return if certain conditions are met:
- The presentation of the products, as well as labels, seals, labels, and packaging have been preserved.
- There are no signs of use.
- The product is not included in the list of non-returnable goods, including technically complex products.
- Payment documents are available.
- The product was not installed and the software was not activated.
Despite the fact that the Citylink store website states that it is impossible to return goods without a receipt, the consumer protection law does not prohibit this if additional evidence is provided.
In the case of a purchase on an online resource, confirmation can be a completed and paid order in your personal account. Also, the law does not establish restrictions if there is no packaging.
Return conditions differ in case of returning products of inadequate quality. We will tell you further about how to return a defective product.
Procedure
To carry out the purchase cancellation procedure, the buyer delivers the purchased goods to the point of delivery. The employee performs an inspection and offers to fill out a return application.
Guarantee nuances
The warranty period for each product is indicated on the sales receipt. The warranty period is counted from the day the order is handed over to the buyer. The store does not accept claims regarding appearance, configuration, quantity after receiving the product.
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It is important to carefully check your order upon receipt. After the order is issued, claims for defects, non-compliance with configuration, quantity and presentation will not be accepted.
If equipment breaks down or fails, Citylink suggests contacting a service center. The period for eliminating defects for goods under warranty is up to 45 days.
The store sets certain restrictions on warranty service.
He is not liable in the following cases:
- The product was damaged during transportation, storage, improper operation, installation and connection.
- If traces of repair are found on the product other than in a specialized service center.
- Seals, factory markings and serial number are damaged.
- Products intended for consumer purposes were used in business activities.
General return procedure
All detailed information about the product warranty is presented on the store’s website. It is recommended that you read it before placing an order.
Before signing the documents and picking up the equipment from the courier or at the point of delivery, the buyer inspects the purchase externally, checks for defects and completeness. Then he signs the sales receipt, thus confirming that there are no complaints about the appearance of the product. After this, claims regarding external defects and missing parts will not be accepted. Filling out the documents is followed by payment and checking the product for functionality.
You can cancel an order at any time before signing the papers, even if the client has already paid the money. All other returns go through the warranty department.
To return a paid and accepted product, the buyer will need a passport and a guarantee. Money is returned depending on the payment method: by bank transfer or from the cash register.
Legal entities do not have the right to return a quality item in accordance with current legislation. Only in case of defects or defects appearing after repairs, the goods can be accepted back.
Companies and entrepreneurs are served by a manager assigned to them, who should be contacted in case of equipment breakdown.
How to return a quality product to Citylink
Products that meet the declared quality can be returned to the seller if they do not fit in size, color, configuration or other parameters. You can cancel your purchase at any time before receiving your order and within 7 days after.
The client does not have the right to refuse high-quality products that have individually defined properties and can only be used by the consumer purchasing them.
also impossible to return goods that are included in the non-returnable list, according to the consumer rights law, including complex technical goods, which include many electrical appliances and household appliances.
If all conditions are met, the store customer delivers the products back to the store and submits a return application. The seller is obliged to return the amount paid for the purchase within ten days. Return shipping is the responsibility of the buyer.
Return of equipment of proper quality
If the product is of good quality, but for some reason a person changes his mind about using it (he doesn’t like it, he urgently needs money), he can return it without any problems within 7 days. To do this, the equipment must meet standard requirements:
- Preservation of presentation.
- All stickers and labels present.
- Availability of checks.
- All items purchased in bulk are returned. Piece returns are not accepted.
Important! The buyer is refunded the full price, except for delivery costs - they are not refundable. The coupon is not refundable and is considered used.
How to return a quality product to Citylink: step-by-step instructions
To get your money back, you first need to determine where the warranty department is located. You can find out the address on the official website of the store. Usually it is located in the same place as the delivery point.
The next steps look like this:
- Checking the goods. It is important that it looks unused. If necessary, wipe off dust and check for scratches. If they are, it will be more difficult to get your money back.
- Collection of documents. You will need a check, passport and warranty card. The person who originally purchased the equipment, or his representative by proxy, has the right to return the money.
- Contact the warranty department. The application is drawn up on the spot.
The equipment is taken away immediately. The money is transferred to the bank card from which the payment was made, or issued in cash. Citylink has 10 calendar days for this.
Returning goods of inadequate quality
A product of inadequate quality is a product that is defective and does not perform its functions. It must be replaced or returned within 15 days from the date of purchase. If during inspection it is impossible to unambiguously determine the cause of the malfunction, then the product is accepted for additional quality examination.
When detecting defects and applying within the first two weeks, has the right to demand:
- Purchase cancellations and refunds.
- Reducing the cost of products.
- Replacement of goods with the same or another brand with recalculation of cost.
- Immediate repair.
After 15 days, products can be handed over only in cases provided for by law:
- Fatal deficiencies have been identified;
- Such deficiencies have been discovered, the elimination of which requires large time and financial costs;
- Eliminated deficiencies appear again;
- Inability to operate the product for more than 30 days for each year of the warranty period if it was under warranty repair;
- Deadlines for eliminating deficiencies were violated.
In these cases, the product must be returned during the warranty period. In all other situations, the product is accepted for warranty repair, which is carried out within 45 days.
The store is responsible for defects in products that do not have a warranty period if it is proven that the problems arose before the order was transferred to the buyer.
To begin the process of returning low-quality products, the buyer must deliver the goods to the store. An authorized employee carries out an inspection and fills out an acceptance certificate in which he describes all the identified deficiencies. In addition, the buyer writes an application to return the product. If the decision is positive, funds for the purchase will be transferred within 10 days.
Delivery of large-sized products and goods weighing more than 5 kg with defects is carried out by the seller and at his expense. If he is unable to deliver, then the buyer takes care of it, and the store reimburses the costs.
Return of defective goods
If the store sold equipment of inadequate quality, it can also be returned, but subject to the following conditions:
- No more than 15 days have passed from the date of purchase.
- The product has a store or manufacturer's warranty.
- More than 15 days have passed, the equipment is complex, and there is no alternative replacement in the store.
- The seller violated the deadline for repairs - 45 days.
- Defects arose due to circumstances that arose before the buyer received the order.
Let's take a closer look at the last point. When paying, the buyer signs the check, and the signature means that he is satisfied with the configuration, quality, and appearance of the goods. Even if the equipment was defective, which was already present at the time of payment, and it was difficult not to notice it, returning the goods will be problematic and almost impossible.
Example No. 1. The man ordered a smartphone. According to the conditions, the package must include a case and a charger. All this must be checked upon receipt. The buyer ignored the rule and noticed the shortage only a month later. All this time the smartphone was in the box and not used.
The man decided to return the goods, considering that they were of poor quality, but the store refused to issue them. By signing the receipt, the buyer confirmed that he was satisfied with the package. And the refusal is completely legal.
Conclusion: you need to check your equipment right away. If there is a shortage, you can easily refuse the purchase or request a replacement.
Important! If there is no receipt, a refund is still possible. But to do this, you will have to provide other evidence confirming the purchase of the goods in Citylink.
How to return a defective product to Citylink: step-by-step algorithm
The product can be taken for warranty repair, exchanged for a similar one, or the money returned. If it belongs to a technically complex category, an examination is assigned, which lasts no more than 45 days. If defects are confirmed due to the fault of the manufacturer or seller, the buyer will be refunded.
What you need to do to get a refund for a defective product:
- Make a written complaint. You can do this yourself. It specifies the requirement for the return of money and termination of the purchase and sale agreement.
- Come to the warranty department with a claim and equipment.
- Wait for the results of the examination (if appointed).
If an examination is not scheduled and the seller calmly accepts the equipment back, the money will be transferred within 10 days.
Return of goods purchased on credit
The remote store offers its customers to make a purchase on credit. How, in this case, is a refund carried out?
Standard rules apply to the return procedure. The only difference is in the terms of refund.
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Upon termination of the loan agreement, the client is reimbursed for all costs associated with applying for the loan, the down payment, and subsequent payments. Loan interest is also compensated.
On what issues will support not be able to help?
Technical support staff do not provide advice on products and prices of competitors' products, or the conditions for issuing loans by banks. Moreover, most of the answers can be found on the company’s website. Technical support staff often remind citizens of this. The user just needs to log into his personal account and find the desired section. The following options are available to citizens:
- Order status.
- Club card.
- A wish list.
- Activity.
- Warranty section.
- Flea market.
- Promotions, etc.
A list of products by category is available in the “Catalogue” section. It is located at the bottom of the main page of the company's website.
Return deadlines
The period for returning products at an electronic discounter is regulated by the Law “On the Protection of Consumer Rights”. Lead times vary depending on the quality of the item being returned.
Within 7 days
According to Article 26.1 on distance selling, you can return a quality item to the store within seven days.
Within 14 days
Within a two-week period, products with identified deficiencies or those that are out of order . The countdown starts from the day following the day of purchase.
Under warranty
During the warranty period, low-quality items are accepted for service repair, which is carried out within 45 days.
Rules for club members
Clients with club cards are offered preferential return conditions. Thus, for holders of a basic and silver card, it is possible to return a quality item within seven days, for a gold card – 14 days, and for a platinum card – 30 days.
If the client decides to return the product, then the bonuses accrued for its purchase are debited from the card. In case of partial payment for equipment with bonuses, they are not returned.
The return period is one of the few privileges that the club card provides. Other relationships are regulated by law. Including when purchasing goods in the discount department.
Recommendations to clients
To prevent the online store from refusing a return, we recommend following simple rules:
- During the entire warranty period, keep the receipts, accompanying documentation for the goods, and the warranty card, which must be signed and stamped by an employee.
- Carefully check the appearance of the products, contents and quantity upon receipt. Refuse if there are problems, as if you try to return such an item, you will be refused.
- Save the packaging and do not remove labels or stickers for at least 14 days. Do not remove seals during the warranty period.
Attention! Due to recent changes in legislation, the legal information in this article may be out of date!
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