How to return a washing machine under warranty

long warranty By law, the client can return the washing machine to the seller under warranty, but only if it is of poor quality. There will be no problems returning a defective washing machine to the store. If the machine disappoints the user in some way or dislikes it, and there are no comments on its operation, it will not be possible to simply return the money for the device.

An exception is remote purchase of equipment. Resolution No. 2463 dated December 31, 2020 is applicable to this situation, so there will be a possibility of returning the SMA. Let's figure out how to return the purchased washing machine, what needs to be done for this.

If the machine is in good working order and has no defects

The relationship between the seller and the buyer is regulated at the legislative level. The store may refuse to accept back a washing machine without signs of defect, because it is a technically complex product. However, within 14 days it is possible to exchange the machine for a similar one or for another model with an additional payment in both directions.

The “return within 14 days” rule does not apply to automatic machines, since they are considered a technically complex product.

Therefore, if the automatic machine does not fit in size or does not fit into the interior, it will be almost impossible to simply go and give it back. Stores, citing laws and regulations (for example, PP dated January 19, 1998, which stipulates products that cannot be returned without serious reasons), refuse to accept equipment of the appropriate quality and return funds.

The best way out is to agree on an exchange of an automatic washing machine.Often stores, valuing their reputation, meet customers halfway, agreeing to replace a recently purchased washing machine with a new model. It is important to have time to complete the transaction within two weeks from the date of purchase of the equipment.

An exchange for another model will be acceptable if:

the product has not been put into operation;
original packaging is intact;
the appearance of the machine is not damaged;
the transport bolts have not been removed;
Purchase receipts are available.

As practice shows, some customers still manage to return a fully working machine to the store and take back the money they paid. This usually happens if:

manages to come to an agreement with the store administration and resolve the issue peacefully;
The seller has nothing to offer as a replacement.

Thus, if there are no complaints about the functionality of the automatic machine, it is absolutely functional and has no defects, returning it to the store and collecting the money paid will be problematic. Typically, sellers agree to a maximum replacement of the model, and the previously purchased device should not be used.

In this case, filing a complaint with Rospotrebnadzor or the courts will be pointless. The law will side with the seller, since the buyer was provided with a complex product of good quality. However, by hiring a competent lawyer, you can try to “steer” the case in your favor.

If the machine was purchased online

You can easily return a washing machine you don’t like that you purchased from an online store. According to Resolution No. 2463 of December 31, 2020, if a product was purchased remotely (despite the fact that it is technically complex), and the packaging and appearance of the product were preserved, a return is allowed. The buyer must also have receipts confirming payment for the equipment.

If the buyer does not have a receipt, this does not deprive him of the right to confirm the fact of purchasing the automatic machine in another way. For example, by printing a bank order.

Within what time frame, according to current rules, is it allowed to return a good quality product back to the store?

A week, if the buyer signed the goods acceptance certificate.
Within 30 days, if there is no receipt of receipt by the buyer of the SMA.

The buyer also has the right to demand back the money paid for a washing machine purchased remotely at any time before receiving the equipment.

How is a refund carried out in this case? The buyer needs:

notify the seller of your desire by sending him a written application for the return of the goods and the money paid for it (usually such an application is available on the website of online stores, you can also draw up a document by hand and send it by email);
wait until the seller reviews the application and gives feedback.

The deadlines for consideration of such applications are established by law. The seller must respond within 30 days. The store notifies the customer of its decision by call or email.

In case of refusal, the buyer must contact Rospotrebnadzor or the court. If the appearance, packaging and properties of an automatic machine purchased remotely are preserved, but it was not put into operation, then the seller is obliged to take the goods back and return the money. The law in this case will be on the side of the consumer.

The return application can be drawn up in any form; there is no unified template. The application must include your full name, contact information, email, and purchase information.The model of the washing machine and the reason why the equipment is being returned are specified.

The purchase price must be indicated, and it is advisable to include the receipt number. The date of the document and the signature are indicated at the bottom. The payment receipt is also pinned here.

If the machine is defective

The easiest way is to give poor quality goods to the store. The seller is obliged to accept back an automatic machine with signs of defect. It is necessary to notify the administration of the retail outlet about any defects discovered no later than 14 days from the date of purchase (in this case, you will be able to claim a full refund for the purchase).

An automatic machine will be considered defective if:

there are chips, dents, cracks and other defects on the body;
the equipment of the device is incomplete;
the operation of some functions is disrupted;
the technical characteristics of the model differ from those stated in the documents;
products do not meet current quality standards.

When it comes to marriage, there are different types. There are defects:

ordinary - in this case, the quality of the product does not meet the standards established for it;
significant - eliminating such defects is difficult, it may require a lot of time and money;
obvious - such defects are noticeable after a visual inspection of the washing machine;
hidden - defects are detected only after the device has been used.

You can return your washing machine under warranty within the first 14 days after purchase in case of any, even minor, defect.

If two weeks have passed, you can hope for the defect to be eliminated under warranty. In this case, it will not be possible to get the money back, but the seller is obliged to repair the SMA or replace it with a similar one.The right to free service is valid only during the warranty period. defective washing machine

You cannot return a defective product if:

the buyer was warned about the defects;
defects appeared due to the user’s fault;
The warranty period has expired.

If you discover a defect, you must inform the seller about it as soon as possible. Typically, stores accept equipment of inadequate quality back without any problems, offering to return cash or exchange the goods. But if you can’t reach an agreement, you’ll have to move on.

If the seller is unwilling to resolve the issue peacefully, you need to file a claim against the store. There is no unified document template, but you can view the application form on the Internet.

The claim must indicate:

last name, first name, patronymic of the buyer;
mobile number, email address;
date of purchase;
SMA model, its serial number;
the reason why the product is being returned (it is better to describe in detail all identified defects);
demand for a refund for the device;
a list of documents attached to the claim.

The claim must be supported by:

sales receipt;
warranty card;
overhead;
act of acceptance and transfer.

How long does the seller have to decide on a claim?

If the applicant requests to replace a defective washing machine, the consideration takes up to seven days.
When a refund is required, the seller is given 10 days to review the request.

The seller will refuse to accept the SMA and return the money if the defect arose through the fault of the user.

Also, the buyer’s claims may be rejected when the defect occurs due to the fault of the equipment carrier. In this case, an examination is carried out. During the investigation, the cause that led to the malfunction of the SMA is established.

Typically, the store returns money within 10 days after receiving an application from the buyer. In the case when the transfer is made through a bank, this period may be added from 3 days to a month. Depending on how long it takes the financial institution to complete the transaction.

By law, the seller is required to pay a fine for every day of delay. The amount of the penalty is determined in the agreement. If the issue is resolved without a contract, the penalty is the standard 1% of the cost of the device.

It is not easy to deliver such a technically complex product as an automatic machine to a store. Especially if there are no complaints about its quality, appearance and performance. It’s easier if the machine is defective, but even here the seller will try to repair or exchange the washer. Therefore, when making a claim, clearly indicate your requirements to the other party.