Clients of one of the largest stores in Russia, Wildberries, sometimes find themselves in the following situation - they refuse their own order and want to get their money back for the goods. In such a situation, buyers have a question: how can they return the funds?
As a rule, refund money is transferred to the client’s account within a maximum of 10 days. But this will depend on the specific case. If the buyer wants to receive money to the bank account specified in his personal account, he will receive the money after 3 days. But there are other methods for returning funds spent on the Wildberries store website.
Wildberries - return of goods: conditions
Many customers of online stores, including the Wildberries , have encountered at least once when a product arrives not the same as in the picture or is defective. As a rule, due to the fact that buyers do not know about their rights, they do not even try to make a return. They cite various reasons and leave things to chance. But it’s not so difficult to refuse a low-quality product.
the conditions under which you have the right to return an item you don’t like:
- The color of the product differs from the image on the online store website
- Clothes and shoes did not fit in size, style, length, etc.
- The contents of the received product do not correspond to the description on Wildberries
- The product turned out to be defective.
Conditions for returning goods
IMPORTANT : Online store employees have the right not to accept returns of goods if they have already been worn, in cases where there are no stickers or any part is missing from the package.
Which products cannot be returned :
- You cannot return medical products or medications.
- Products intended for personal hygiene.
- Cosmetics, perfumery products.
- Textiles, building materials, products sold by the meter.
- Underwear, knee socks, socks, etc.
- Dishes made of polymer materials.
- Chemicals, household chemicals.
- Furniture products.
- Jewelry products.
- Automotive equipment, watercraft.
- Technical products that have a warranty period. This includes (watches, electric musical instruments, telephones, etc.).
- Various weapons.
- Plants, products from the zoo world, animals.
- Printing publications.
What to do to properly refuse goods at Wildberries
In accordance with Article 25 of the Law “On the Protection of Consumer Rights”, the buyer can return goods that do not suit him, provided that he has a receipt for the goods, as well as the seals, tags and labels that were on the item when purchased. If the mentioned seals and tags have been torn off, the item will be considered worn and cannot be returned. The maximum you can do is arrange it as a commission, and try to return at least part of the funds spent on it.
Labels, tags and seals must remain on the product
What to do in this case? If you are not 100% confident in the future wearing of such an item, do not cut off the tags and seals from the purchased product, do not throw away the packaging, and keep the receipt received upon purchase.
If the product turns out to be defective, you can return it without the tag. To do this, you need to contact the store, describe the situation with the defective product, and wait for the store to verify the information you provided. Such verification may take ten days. In this case, the store may not agree to give the money back, but simply replace the defective product with a high-quality analogue. This right is granted to him by Article 18 of the law “On Protection of Consumer Rights” mentioned by us.
Defective goods can be returned without tags
As we described above, your money will be returned to your card (if the purchase was made from it). If the goods were purchased in another way, the store may require you to provide account details to which your money will be returned. Provide him with the specified details, then wait 7-10 days .
Wildberries - return of goods: terms
Every online store has the right to choose. within what period the client can make a return. At Waldberry you are allowed to return an item you don't like within twenty-one days. And the money is returned to the buyer after 5-7 days.
Established deadlines for returning items to Wildberries
Wildberries - return of goods before payment and after payment
If you place an order for store courier delivery, then you can simply not take the product that does not suit you. In cases where you have already paid for the purchase, you will need to provide the following documents to return:
- Bank details if the return will be made to a bank card
- Passport data (series, number, full name)
- Return Application
- Confirming receipts confirming payment for the purchase.
Documentation for returning goods
IMPORTANT : If you have a personal account in your personal account, you can return the funds to it. And then withdraw it to the card or again spend it on purchasing a new purchase in the store.
Conditions for returning money to the card
Sometimes problems arise during refunds and therefore many users complain that Wildberry does not refund money due to defects. Please note that verification of an application for defects takes up to 10 days, and transfer – up to 7 days.
If you paid with a bank card, then when you issue a refund, the funds will be automatically transferred to the same card with which you made the payment.
You can track the status in the “Returns” section.
How to return items to Wildberry: return application
A return request must be submitted only if the goods were delivered by a courier. All you have to do is fill out the form and sign. If the item was delivered to you by a delivery service in Russia, then returning it is not difficult. It is enough to do the following in your personal account on the online store portal:
- Go to the section - My wardrobe
- There, find your purchase and click - Return
- Next, you will need to determine the reason for the return.
- Indicate where to return the money, to which account
- Write the address and date when the courier will be able to come to you to pick up the goods.
Registration of a return in your personal account on the Wildberries portal.
For more details about returning goods, read the link on this page of the site .
Return points for goods at Wildberries
At special pick-up points for purchases on Wildberries, you can not only come, try them on, receive the parcel, but also return an unsuitable item. You will find the location of this organization in your city on the official portal of the online store.
Wildberries delivery points
When you can not refuse a purchase
It is not necessary to cancel an order if the delivery day is indicated incorrectly.
In this case, the client can contact the Wildberries administration by filling out a request using the “My Appeals” section, the forum or the Hotline number. After this, the problem will be quickly fixed. When a buyer wants to refuse one or more items from an entire order in Wildberries, the situation is somewhat different.
Due to the fact that the parcel has already been registered for delivery, trading platform employees do not have access to change its goods. Here it is better not to buy unnecessary things when receiving the shipment.
So, whether it is possible to cancel a purchase on Wildberries and how to do this is described in detail in this material. The online store provides various ways to solve this problem in order to make customers as comfortable as possible. The main thing is to remember that any cancellation of a purchase negatively affects the redemption percentage.
READ About delivery conditions for Wildberries, shelf life, and the possibility of trying on
How to get a refund for returning an item?
If you choose to return your purchase and at the same time arrange for return delivery of the product by courier, you will have to pay the service in the amount of 200 rubles. In addition, shipping by other types of transport companies is also paid by the client if the item does not fit or does not match the size. The store pays for the transportation of goods only in cases where it turns out to be defective or the package does not correspond to the description on the website.
There are several ways to receive your money back for returned goods.
- Cash payment by courier service or at the pick-up point
- Transfer to a plastic card
- Postal transfer.
As mentioned earlier, you can issue a refund through your personal account on the online store website. Or write a statement at the online store’s pick-up point or contact Wildberries support service There polite consultants will tell you all the ways to solve the problem.
Refund money to a plastic card online
Wildberries - product return: reviews
Customer reviews vary. There are regular customers who are satisfied with the work of this portal, and there are also those who are disappointed.
Olga:
I bought a dress in the store. It didn't fit. I made a return through a pick-up point. Instead of the stated seven days, I had to wait ten days for the money.
Marina, 29 years old:
I called the courier to return defective shoes. He arrived without forms. I wrote the application myself in free form. Nothing bad happened - the money arrived in my account without delay.
Oleg:
I already have a lot of shopping experience in this store. And I also did returns. There have never been any special problems. I recently ordered several items at once. I tried on the shoes, the size did not fit, I immediately returned them to the courier. I also liked the return service for goods already paid for by courier. More details - I return the item, and the courier immediately gives me the money back for the item. All you have to do is write an application and that’s it – no hassles. Great service.
Wildberries store - return
Wildberries vs Ozon or returning defective goods in practice
upd.
Actually, the post was about the fact that WB has a very convenient service for returning items due to defects. If there is a defect, you just need to go to the application, press the desired button, upload a photo (if desired or necessary, a video) and a description. That's all! The answer comes within a few days.
I tried to use this service. The marriage was confirmed and the return was accepted. Although, I must admit, I was 100% sure that they would refuse.
I like Kotofey shoes and I like WB because they admit mistakes (a defect is a manufacturing error). For this reason, I will buy Kotofeev again and again on WB, alas, not on Ozone...
And in our city there is not much choice - DM, VB, Oz. And in local stores - something like Skazka, Canary and the like at astronomical prices - where to issue a return means listening live to all such negativity from the comments. I'm not ready for this...
Story No. 1 about Wildberries.
In September 2020, the youngest son was unexpectedly called to the kindergarten. Therefore, I urgently bought Kotofey textile sandals on wb.
The child honestly took them to the garden until the summer of 2020. By this time, the shoes, of course, had already lost their appearance. The garden was closed for renovations, and we decided to wear our sandals outside. The child is neat and does not ride a scooter or balance bike. Around mid-July, the sole material on the left sandal began to separate slightly from the upper material in the toe area.
Not scary. Wearable, considering that there is very little left until the end of summer. And it’s unclear with our weather - maybe you won’t even have to wear sandals anymore.
Then I came across a post by a girl who, after a season of wearing socks, returned her boots to the store due to marriage, and I started thinking... I found the article. 19 of the PPL on the time limits for the consumer to submit claims regarding defects in the goods (... in relation to goods for which warranty periods or expiration dates are not established, the consumer has the right to make claims if defects in the goods are discovered within a reasonable time, but within two years from the date of their transfer to the consumer ...)
Frankly speaking, in knowing the laws, my rights, etc., and in protecting them, I am a complete zero, if not even less))) With my character, experience and sensitivity, standing up for something is simply on the verge of fantasy.
I thought and thought and decided to try to return these sandals after marriage. I tried it in the WB app. I found the section I needed, where it was suggested to just upload photos, videos and insert a description of the problem. I spent 5 minutes on this and submitted a return request. A few days later the answer came that the application was approved!!! I took the sandals to the collection point (located next to the house). After some time, the money was returned to the account in LK. All!!! Without unnecessary questions, hassle, without writing statements.
PS. The sandals were used for a total of 10 months (with breaks when the child was sick and did not go to kindergarten).
PS2. Someone here in the comments complained that after a very short and careful wear, the Didriksons rubber bib overalls were all cracked. I also filed a return on WB for defective goods and the money was returned, although 11 months had passed since the date of purchase.
And now story number 2 about Ozone.
In September 2020, I bought Trespass Torrance sandals for my husband.
They lay quietly and calmly in the closet in their signature box until June 2019. Since the beginning of summer, my husband began wearing them. Well, how to wear it - walk from home to the bus stop, from the bus stop to work, at work and in the opposite direction. Work in office. In August, he noticed that the sole of one of his sandals had cracked under the heel on the inside (where the heel meets the sole). The other sandal has wrinkles in the same place; most likely the same crack will appear there.
Having such a positive experience with WB with return due to defective items, I decided to try to return these sandals to Ozone. I thought that Ozone was no worse than WB))). I poked around in the application, poked around on the website - I couldn’t find any worthwhile and understandable information. I called the hotline, where the girl tactfully informed that the 60-day return period after purchase had passed, and they could not help...
Video: Returning goods to online stores
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