How to return a non-working product to Walmart under warranty

Network Features

Ulmart is one of the largest Internet companies in Russia, which retails computer and household appliances and software. The company has existed since 2008 and currently boasts:

1. A huge assortment, including several hundred thousand items.
2. Low prices: the company can afford them, since it does not have its own stores and is freed from a number of expenses (renting retail space, salaries of salespeople).
3. Several hundred representative offices located in 200 cities of Russia: Moscow, St. Petersburg and many others.

This is interesting! How can I return goods to Eldorado?

Having selected a product on the website, added it to the cart and ordered it, the buyer must wait for the manager to call to confirm the order. After this, you can receive your purchase:

1. Through a courier who will deliver it to the specified address.
2. At the pick-up point: you can check their opening hours and addresses in advance on the map and website.

If the choice is difficult, the buyer can go to the Yulmart representative office and contact consultants. You still won’t be able to see the product in person (the company’s representatives only offer terminals where you can order), but you can always get advice.

What is not included in the warranty cases

According to Russian legislation, the warranty does not apply to individual products in the assortment of the online store. Their list is regulated by the Law on Protection of Consumer Rights.

The following items are not covered by warranty:

• incorrectly connected, used in unsuitable conditions that the manufacturer could not predict, or damaged as a result of reasons beyond the latter’s control;
• showing signs of damage;
• with broken serial marks and numbers;
• used in a mode not intended for this purpose;
• damaged as a result of incorrect operation of the cooling system;
• with dropped dots from the LCD screen (no more than 4 pcs);
• incompatible with gadgets available to the buyer.

These reasons that led to a malfunction of the product are not covered by warranty cases. The company is not responsible for the safety of any data remaining on the cards and in the device memory at the time of delivery to the service center.

Reasons for return

In some cases a return may be required. This is usually due to the following reasons:

1. A manufacturing defect for which the manufacturer is to blame. For example, if, when assembling household appliances (computers, headphones), the manufacturer put a low-quality part into the device, due to which it broke within a week, it is not the buyer’s fault.
2. Damage that occurred during the warranty period. The latter is usually 1-2 years.

Important to know : in the event of a breakdown during the warranty period, the store can repair the item, replace it with a similar one, or return the money.

1. Poor quality: for example, cracks on the case or poor operation of the buttons.
2. Expired expiration date on products.
3. The purchased product simply did not suit the client in size, color or any other parameter.
4. The received copy does not correspond to the description on the website at all, or another product was received in the order.
5. Damage during delivery by courier.

Any of these cases may result in the purchase being returned.

How to return purchases: rules

The assortment of the Yulmart online store offers a wide variety of products , such as:

1. Computer and household appliances.
2. Electronics.
3. Spare parts and components.
4. Household items - dishes and cutlery, clothing and shoes, cosmetics.
5. Pet supplies.
6. Childen's goods.

According to the legislation of the Russian Federation, there are a number of goods the return of which is considered impossible without a manufacturing defect:

• medical supplies;
• personal hygiene items;
• cosmetics;
• textiles (fabrics, ribbons, lace) and building materials;
• sewing and knitwear;
• disposable tableware or food storage containers;
• household chemicals;
• furniture;
• jewelry and valuables;
• personal transport;
• technically complex products with a specified warranty period;
• weapon;
• animals and plants;
• printed publications (books, brochures, booklets, calendars).

The list was approved by Decree of the Government of the Russian Federation of January 19, 1998 N 55. Other goods (with the exception of food products) can be returned within 14 days from the date of purchase in accordance with Part 1 of Art. 25 of the Law of the Russian Federation “On the Protection of Consumer Rights”.

If the product is of good quality

A product that does not fit the size, style, color or configuration can be returned, receiving the money paid for it back, or exchanged for a similar product that meets the buyer’s requirements.

In this case, the product must meet the following requirements:

1. Not included in the list of goods specified in PP No. 55.
2. Has not been used.
3. All tags, labels and seals are preserved on it.
4. The product has not lost its presentation and has not lost its performance properties.
5. The buyer has a receipt or other document confirming the fact of the purchase.

Having a receipt is not always required. In case of its absence, on the basis of paragraph 3 of paragraph 1 of Article 25 of the Law of the Russian Federation, an extract from the current account or testimony of witnesses is accepted as evidence.

A seller who refuses to accept goods other than on the basis of a receipt is acting illegally.

Return of quality goods is carried out if the exchange of goods is impossible. You can return it in the same way it was received: via courier, point of issue or by post. The money is returned to the buyer within 10 days from the date of return.

In order to carry out the return procedure correctly, you should contact the Yulmart manager and follow the instructions received.

Items discounted due to a manufacturing defect cannot be returned. The seller is obliged to notify the buyer of the discount before concluding a purchase and sale transaction.

Poor quality

A manufacturing defect or malfunction may not occur immediately , but after several days or weeks of using the product. Returning in such a situation can be difficult, because the buyer must prove that the product was already received by him with the agreed upon defect, and was not damaged during use. In order to avoid such situations, when picking up your purchase from the courier or at the point of delivery of goods, you should check its quality and performance there.

If there is a proven manufacturing defect, you can return absolutely any product, even those on the list of prohibited returns.

If a defect is detected in the purchased product, the seller, on the basis of Article 18 of the PZPP, is obliged to fulfill one of the buyer’s requirements:

• return the amount paid for the defective product;
• provide full warranty repairs;
• exchange for a similar quality product;
• provide a discount on subsequent purchases.

To return a faulty product, the buyer must submit a written claim.

It states:

1. Last name, first name and patronymic, passport and contact details.
2. Name of the outlet.
3. Name of product.
4. The essence of the problem.
5. Buyer's requirements.

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:

+7 (499) 938-90-37 Moscow+7 (812) 467-37-23 St. Petersburg

The following documents must be attached to the claim:

• a check or other proof of the transaction;
• registration certificate;
• warranty card, etc.

The period for consideration of a claim, according to Art. 22 ZPPP, does not exceed 10 days.

The product may be sent for examination to determine the cause of the breakdown , and then for warranty repairs, which are carried out within 45 days, or the buyer will receive a refund if the cost of repairs is too high.
In the event that an examination shows that the user himself is to blame for the breakdown, no refund is provided.

Return Policy

Yulmart uses the Moneyback service - it is responsible for returning goods within 2 weeks of warranty from the date of receipt. Depending on the reason, the buyer will be refunded or the product will be replaced with the same, but no longer defective one.
To make a return, the buyer will need to contact the personal manager who handled the purchase during business hours and inform them of the need to exchange the purchase or return it. The manager will help you fill out an application and issue a refund.

Please note : you can give the purchase to the courier or the delivery point - the choice depends on how the delivery took place.

The product can be accepted back only under the following conditions:

1. Full set. Does not apply to cases where it was initially incomplete.
2. Good condition, unless the problem is faulty.
3. Undamaged inner packaging if the problem is due to an incorrectly delivered order or external reasons.
4. Lack of activation for programs.

In some cases no refund will be issued. It refers to:

1. Food products, pet food, sports and baby food. The exceptions are incorrect delivery and expired items.
2. Underwear, tights and stockings.
3. Cosmetics, perfumes, household chemicals, children's cosmetics.
4. Medical devices and personal hygiene.
5. Books and brochures.
6. Products for adults.

If the purchase was purchased together with a gift or with a second copy that was subject to a “hot” discount, you will need to return everything to Yulmart together - both the second item and the gift. Once a loan is taken out, repayment is not possible.

Procedure

Inspect the product for defects.

If defects are found, you should proceed as follows:

• You need to write an application for the return of products, which indicates the details for transferring funds, as well as information from your passport. All defects are described below.
• Collect all documents (receipt), complete the goods with all the elements that came in the package. If repairs were carried out at a service center previously, you should attach a report with the signatures and seals of a postal worker.
• The next step is to notify the company about the return via the Internet or mail. To do this, you should know the mailing ID.
• Wait for Yulmart's decision. When the company returns the funds, the transfer is made within 5 days to the buyer’s account.

Where to contact?

To return the product, you should contact the department where the purchase was made, or the warranty department of one of the Yulmart stores.

Branch opening hours are from 10 a.m. to 10 p.m.

What to do if you refuse to accept?

The seller is obliged to accept low-quality goods and, if necessary, conduct a quality check. If a dispute arises about the presence of defects and the refusal of a Yulmart representative to accept the products, the buyer has the right to appeal to the company administration or to court.

If, after an examination, it is determined that the defect was caused by the buyer, then he will have to cover the costs of such an inspection, as well as storage and transportation.

Has the decision been made in your favor? Then you can return the funds and demand compensation for moral damage.

Are they refusing to accept goods without a receipt? This trick is illegal. Information about purchases is stored on a computer, so you can check the transaction using the code. If the purchase was made online, you can reprint the payment receipt.

Watch a video about the conflict when returning goods to Yulmart

Deadlines

By law, you can return an item within 14 days from the date of delivery.
If the buyer is a member of the Tax program, the return period may increase to a month. Refunds will be issued within 10 days. If you receive a refund, it will be refunded in the same way the payment was made. For example, if payment was made with bonuses, it will also be returned in bonuses.

If a defect is discovered after 2 weeks, Yulmart is obliged to carry out repairs at its own expense or exchange - a refund will be possible only if the repair does not bring results.

Return procedure for good quality products

The rules of the Yulmart store administration do not prohibit returning products of proper quality, but the provided product must meet the following conditions:

• absence of obvious traces of use of the product;
• availability of the appropriate type of purchased product;
• presence of all properties;
• complete set with labels and tags;
• receipt for the purchased purchase.

The presence of a receipt is not a prerequisite for a return, since by law the procedure is possible on the basis of other provided data and evidence. For example, an exchange for a similar product or receipt of the money spent.

If unforeseen circumstances arise and there is no replacement product, both parties can enter into an agreement in writing. The content of the document is based on the fact that the store undertakes to notify the buyer of the arrival of the desired product and deliver it as soon as possible.

Most popular reasons

The most popular reasons for returns include:

1. Manufacturing defect: in this case, it is necessary to describe the entire situation to the manager so that he can record the absence of the buyer’s fault.

Advice: if the customer is at fault for the product malfunction (for example, he misused the equipment or dropped it), no refund will be issued.

1. The product is of high quality, but does not fit: in this case, it is enough not to open the product completely (do not remove the factory film) and return it.
2. The courier damaged the package during shipment: before picking up your purchase, you need to check its contents and operation.

Yulmart: return under warranty

In Yulmart, goods are returned under warranty according to the following scheme :

• the buyer draws up and presents a written claim to the seller;
• the seller, if necessary, conducts an examination of the goods in order to confirm or refute the buyer’s claims;
• based on the results of the examination, the buyer receives a similar product/money for the product or receives a refusal from the seller;
• the seller and buyer sign a mutual agreement.

Where to go

Yulmart carries out returns upon presentation of an application, receipts and evidence of malfunction. To do this, you need to contact the personal manager through whom the order was placed.
The latter will help compose the text and collect papers. Most often, you may need photographs, a sales receipt, a detailed description of the problem, and order history.

If the manager's last name is unknown, you need to call a single number and ask the operator what to do. Return issues are handled by the returns department, where the claim will be sent.

After 2 weeks, you will have to contact the service center for repairs.

This is interesting! Significant defect of the product: definition of the concept and sample claim for the product