Is it possible to return goods to the OBI store and how to do it correctly?

The OBI retail chain has earned recognition in the goods market for its variety of assortments, ease of service and the ability to order goods via the Internet. In these stores you can find more than fifty sections: these include goods for tourism, home and recreation, household appliances, and building materials. However, despite all the advantages, buyers are sometimes faced with the need to return goods to the seller. In order to do this correctly, you need to figure out how to return goods to OBI.

What can be returned and what cannot?

What goods can be returned to OBI?

The list of goods that can be returned to OBI includes:

• products with defects (defective goods);
• high-quality goods that are not included in the “List of Goods Not Subject to Return” according to Russian legislation.

The list of quality goods that cannot be returned back to one of the OBI stores fully complies with Russian legislation. According to it, it will not be possible to return goods purchased at OBI that fall into the following categories:

• furniture sets;
• textile goods;
• household chemicals and chemicals for agriculture;
• technically complex products (garden equipment, snow removal equipment, water heaters, etc.), with a specified warranty period;
• plants;
• finishing and building materials sold by the meter (linoleum, carpets, film, etc.);
• kitchen products made from polymer materials.

It is also impossible to return discounted goods, the defects of which have been agreed upon in advance between the consumer and the seller.

Defective goods

If the purchased item turns out to be defective, it can be exchanged or returned. It is worth remembering that if a defect is detected, the seller has the right to carry out a quality check, so the refund period may be delayed, but no more than 20 days, which are required for the assessment examination.

If product repair is proposed, please be aware that most products are not subject to a mandatory repair agreement. You can refuse the offer and insist on a refund if the purchased item is not included in the list of technically complex goods.

If the purchase is of good quality

Exchange and return of goods that do not have defects are possible if the product is not included in the list of goods that cannot be exchanged , according to the following conditions.

A special feature of the OBI company is the extended return period for quality goods.

The buyer can return the purchase within 101 days from the date of purchase, and for loyalty program participants the period is increased to 120 days.

The presentation of the product and its consumer qualities must be observed. It is also necessary to preserve factory seals, labels, etc.

It is required to keep a cash receipt or sales receipt, which serves as proof of the purchase of the goods and the date of purchase. In the absence of a receipt, the consumer has the right to attract witnesses.

Basic rules for processing the return of goods to OBI

In addition to having a sales receipt and items with a company logo or label of the plant, the OBI chain of stores also, as an alternative, provides the opportunity to communicate with store employees. These are not floor consultants, but a specially created department that works in such areas as the return of defective or unsatisfactory items without reference to deadlines.

It is also worth noting that there are a number of categories of purchases that are not included in the list of returned goods. A notice insert must be added to each box by store employees.

The main rule, which also appears on the company’s official website, is the interaction of the internal regulations of OBI hypermarkets and the current norms of the legislative framework of the Russian Federation on the algorithm for returning items.

So, let's look at the basic rules. The initial procedure begins by submitting an application to the store within 15 days. Here you need to fulfill a number of requirements:

1. Cash receipt with the result of payment for the purchase.
2. Preservation of a decent type of goods:

• no scratches or abrasions;
• the item was not used for its intended purpose; if this is a technical device, then through special diagnostic devices it is possible to find out whether the starting technical parameters have changed;
• no damage to the factory film;
• the box or packaging of the product does not need to be provided, since the action is illegal; the above requirements relate directly to the product.

1. Factory label marks.

Important fact! Upon completion of the procedure, a refund is made only for the cost of the item; related services are not included in this amount (delivery within the city, assembly, lifting to the floor, etc.).

Below we consider the list of documents that will need to be submitted to one of the OBI branches:

• main paper - a statement or act about the event;
• document to confirm identity - passport, license, etc.;
• receipt confirming payment for the purchase;
• warranty card;
• branded packaging.

If, for example, the purchase was made on credit, then for reimbursement the list is also supplemented with the following items of documentary data:

The claim is submitted in duplicate (an additional copy is printed if necessary). The first version of the claim remains with the management of the OBI hypermarket, and the other is given to the buyer (confirmation of authenticity from the company is required).

The claim is submitted during business hours for the convenience of both parties, with the exception of filing the claim online.

When a defect is discovered

The time for returning defective goods back to OBI complies with Russian legislation :

• during the warranty period, if any;
• within 2 years from the date of purchase, if the warranty period is not established.

Technically complex goods with defects can be returned or exchanged within 15 days ; after the expiration of this period, warranty repairs are carried out.

The buyer can return or exchange a technically complex product even after a 15-day period if:

• a significant defect has been discovered in the product;
• deadlines for eliminating defects were violated;
• The product is under warranty repair for more than 30 days during each year of warranty.

To return a defective product, you must provide the product itself, original packaging and a cash receipt or sales receipt for it. If there are no receipts, the consumer can bring witnesses.

The period for exchange or return of goods is 10 days from the moment the consumer submits a claim; when conducting an examination, up to 20 days from the moment the claim is submitted.

If you disagree with the results of the inspection at the service center, the buyer has the right to conduct an independent examination.

Legislative regulation

The rules of relationship between buyer and seller in the Russian legal field are regulated by Federal Law No. 2300-1 of 02/07/1992.
His articles examine individual nuances of the return of acquisitions, the timing of such an operation and the reimbursement of funds. Article 18 of the regulatory act specifies which products are subject to return, and which seller will reasonably refuse to accept them. So, you are allowed to bring back the following things:

• defective;
• not suitable in size, dimensions, style, etc. (there are exceptions);
• having significant shortcomings.

The legislation divides acquisitions into two types: simple and technically complex. There are separate return rates for each. For example, the manufacturer is required to provide a warranty for technically complex products. This means the need to perform a number of activities:

• ensuring the operability of equipment during the warranty period;
• supply for sale of components and consumables necessary for the normal functioning of the device;
• creation of a network of warranty services.

Attention: the internal rules of the OBI are fully consistent with the provisions of Russian legislation.
Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the protection of consumer rights”

Article 18 of the Law of the Russian Federation dated 02/07/1992 No. 2300-1 “Consumer rights when defects are detected in a product”

Peculiarities

Returns and exchanges of goods purchased at OBI are handled by the company's special service department . A special feature of OBI is its loyal approach to customers, which is manifested in the rules for processing the return and exchange of goods purchased in the company’s supermarkets.

For customers purchasing goods in OBI hypermarkets, there are special return processing times not provided for by Russian legislation:

1. From the date of purchase until the 14th day inclusive, the buyer has the right to exchange the product or return the money for it in full .
2. From 15 to 101 days, the buyer can issue a return by transferring money to a gift card , the funds from which can be spent on goods at OBI.
3. For loyalty program participants, the return period has been increased to 120 days from the date of purchase.

If delivery of goods to the store is not required, the buyer can independently bring it to any OBI hypermarket during its opening hours (08:00 - 23:00).

If you have any questions, for example, regarding delivery, you must contact the relevant hypermarket or:

• by calling the Unified Customer Support Service of the OBI network 8(800) 500-80-80;
• by calling the Moscow Help Desk number;
• by calling the Help Desk in St. Petersburg +7(812) 332-88-00.

In the event of a defect, delivery is paid by the company; in the case of a return of a quality product, the buyer pays.

Remote return

Everything is extremely clear to both the seller and the buyer during direct real communication. What is the remote return procedure? Let's look at the example of the OBI hypermarket.

Where to take it

First of all, we note that you can return an unsuitable item only to the OBI hypermarket where the purchase was made through the website.
This data can be found on the sales receipt and invoice, which are issued to the buyer upon purchase.

The client is obliged to check the appearance of the packaging, the goods, and check the lot number, but defects and any discrepancies can only be noticed after the goods have been completely unpacked. The question of its delivery arises.

To carry out a remote return of goods, you should call the OBI call center, submit a request for return and delivery. The store's opening hours, and therefore the call center's, are from 8:00 to 24:00.

Who pays for shipping

The seller makes a refund only for the goods, payment for delivery of goods of proper quality lies with the buyer, money for the service is not returned.
OBI call center operators calculate the cost of delivery and communicate it over the phone.

If a product is found to be defective, it is considered to be of inadequate quality and delivery is carried out at the store’s expense.

Refund

When returning remotely, the client pays for delivery to the forwarding driver, and a transfer and acceptance certificate is drawn up in 2 copies.
You can only receive money for goods in person by presenting all documents: act, cash and sales receipts, invoices, passport.

Refunds are made in the same way as payment.

Please note: if the buyer paid from an account, card or other bank account, then the transfer is made to the same account.

There are cases of payment in cash, the return must also be made in cash.

Rules for drawing up an application

An application for the return of goods purchased in OBI hypermarkets must be drawn up in simple written form . It must indicate:

• data of the buyer and the person in whose name the application is being drawn up (manager);
• information about the product, date of purchase, price;
• reasons for return, description of defects if any and other circumstances;
• consumer requirements and links to legislative acts confirming them;
• date and signature.

The document is drawn up in two copies. One is transferred to the OBI service department, the second is marked by the service department and remains with the buyer.

Sample claim for return of goods of proper quality.

Legal aspects of the procedure

If the buyer is dissatisfied with the purchase and has complaints about the product purchased from OBI, then at the legislative level he is protected. All branches of the OBI network are subject to the Law “On the Protection of Consumer Rights” and the norms of the Civil Code.

According to these legal principles, the goods are returned to the seller if:

• the buyer has identified a discrepancy between the prices at the checkout and on the sales floor;
• the product has a defect;
• deficiencies in the configuration were identified;
• the buyer is dissatisfied with the quality of the purchased goods;
• The product does not meet certain parameters.

Follow the link on how to use the Samsung electronic warranty.

Find out soon how to return goods to Auchan!

It is important to know what the rules are for selling goods remotely.

When ordering online

How to return an item purchased online? The rules for returning goods purchased through the company’s website do not differ from the rules for returning goods purchased in the traditional way.

When ordering a product purchased through the OBI online store, the buyer can cancel the order or return the item already delivered in accordance with Russian law and the internal rules of the OBI company.

1. Cancellation of an order is possible until the purchased product is loaded into the delivery vehicle. If the shipment is completed, you will have to issue a return and pay the shipping cost.
2. The return of a quality product that does not suit the buyer in any way can be processed within 101 days from the date of delivery of the product (120 days for OBI-club members).
3. If a quality product is returned within 2 weeks from the date of receipt of the order, the buyer can return the money.
4. If the buyer returns a quality product within 2 weeks to 101 days from the date of delivery of the goods, then the consumer is issued a gift card for the amount spent on purchasing the returned product.
5. Refunds are made exclusively in the hypermarket where the goods were purchased remotely according to the invoice . In the event of a defect, delivery is paid by the company; in the case of a return of a quality product, the buyer pays.

How to return clothes to the store? Find out about this from our article.

What to follow when returning goods

If a person returns an item, then he should rely on the leading articles of the Law “ZZPP” 25 and 18–24. According to the norms of the legislative framework under consideration, refunds are made when:

• detection of visible defects in the purchase;
• the occurrence of defects about which the buyer was not warned in advance;
• the appearance does not correspond to the description of the equipment;
• the shape, size and other characteristics did not suit the buyer;
• incorrect price of the purchased item.

Procedure for receiving money

After filing a claim, the company is obliged to return the money to the buyer within 10 days . Money is returned to the buyer:

• in the same form as payment for the goods was made in the event of a defect or return of a quality product within 15 days from the date of purchase;
• by providing a gift card for the amount spent in case of returning a quality product within a period of 15 days to 101 days from the date of purchase (120 for participants in the internal loyalty program).

When returning a quality product, the money spent on delivery will not be reimbursed to the buyer.

Information about the hypermarket

The name OBI was given to one of the largest store chains with goods for apartments, gardens, and private homes. This network makes it possible to purchase any product via the Internet.

Product items consist of fifty thousand items or more. These include categories such as:

• Tourism with recreation.
• Toilets with bathrooms.
• Appliances for household use, electronic devices.
• For arrangement of adjacent areas with garages.
• Materials for construction.

The store is open daily from eight in the morning to 11 in the evening.

Each buyer can access online booking at a convenient time of day. Then it’s easy to order delivery to your home, or pick it up yourself.

What to do if you don’t have a cash receipt

The product can be returned even if the receipt is missing. Although it will be more difficult to do this in this case. But there are other documents that will prove that the goods were purchased:

• User manual.
• User guide.
• Technical certificate.

Testimony of witnesses can also be used to form an evidence base. It is enough to fill out the appropriate application in the form. And then returning the goods to OBI without a receipt will become possible.

There is data that has become mandatory for such statements:

• Date of application along with signature from the applicant.
• If desired, you can indicate the reasons why the buyer refuses the product.
• You must indicate the purchase price and cost.
• Describe the name in full.

If it has become impossible to use a sales receipt as an attachment, then in the application itself a reference to witnesses along with their testimony and data is permissible.

The buyer must clearly indicate his requirements and wishes so that the seller's intentions are immediately clear.

You can return an item without actually visiting a store branch. It is enough to contact the operators. If necessary, they will be able to calculate the cost of not only the service itself, but also all the expenses that arise in connection.

But in any case, the buyer will have to personally visit the store if we are talking about a refund after purchasing a particular product. In this case, a special acceptance certificate, a personal document of the buyer, becomes mandatory. For example, a passport.

Watch the video on how to return goods to the store:

The OBI retail chain has earned recognition in the goods market for its variety of assortments, ease of service and the ability to order goods via the Internet. In these stores you can find more than fifty sections: these include goods for tourism, home and recreation, household appliances, and building materials.

However, despite all the advantages, buyers are sometimes faced with the need to return goods to the seller. In order to do this correctly, you need to figure out how to return goods to OBI.

Return: conditions and grounds

You can return two types of goods to OBI. They are:

• products with identified deficiencies;
• high-quality products that are not included in the list of non-returnable products.

OBI has established a list of quality products that are not returned to the seller. This list is compiled in accordance with current legislation. It has been determined that it will not be possible to return the following products:

• furniture sets;
• textile goods;
• products from the range of household chemicals;
• technically complex goods;
• plants;
• materials for finishing premises, sold by the meter;
• polymer kitchen products.

In addition, items sold at a discount are also not eligible for return if the buyer has prior knowledge of the defects.

Exchange and return of products that are not found to be defective are carried out under special conditions.

1. Firstly, the product must retain its original presentation. This means that the original packaging cannot be damaged or otherwise tampered with when returning to the store. When returning goods to the OBI hypermarket, failure to comply with this condition is a reason for refusal.
2. Secondly, in order to return a piece of equipment or other product, it is important that the item has not been used by the buyer and that the manufacturer’s seals are retained on it.

Expert opinion

Egorov Dmitry Yurievich

Practicing lawyer with 8 years of experience. Specializes in the field of civil law. Extensive experience in protecting legal interests.

Goods of proper quality are exchanged for identical products available in the seller’s assortment. If an exchange of goods is not possible, the client will be refunded.

There is one more feature of the procedure for returning or exchanging purchased products at OBI. This is the period during which the buyer contacts the seller.

OBI rules provide one hundred and one days from the date of purchase in order to return the product. If the consumer is covered by a loyalty program, the return period increases to one hundred and twenty days.

How to receive the money?

The law stipulates that refunds for purchases with identified defects are made after ten calendar days. This period begins to count from the moment the products are returned to OBI.

As a rule, money is returned to the buyer’s card or other specified details. If you wish to receive funds in cash, the applicant must indicate this in the claim. Funds are credited to your account no later than three days.

The period provided for a refund is extended if the seller does not agree with the claim. Then the client will have to wait for the results of an independent examination. If the expert’s findings confirm the reason for the buyer’s demand, the money is returned within ten days.

If the product is purchased online, the money is transferred to the buyer's account from where the money came. Sometimes funds are transferred to a card operating under a loyalty program.

Returning tiles that are not suitable for repair

If you did not have time to unpack the purchased item and it is in good condition, you can easily return it. Returning tiles of proper quality should not raise unnecessary questions from the seller, because this process is clearly regulated by law. Ceramic tiles can be returned if they are not physically damaged and are in their original packaging.

This is one of the main requirements of most sellers, since after an exchange or return, a product of good quality must be returned for sale. You must first write a statement indicating the reason for the return; this is exactly what the return rules say and they are suitable for ceramic tiles. Tile that has not been used is subject to return and exchange, and the reasons may include non-compliance with your personal requirements for color, size and other parameters.

In most cases, if all conditions are met, the company agrees to return money for quality tiles.