How to return a product purchased on credit?

Which products can be returned to the store within 14 days and for what reasons?

The Federal Law "On Consumer Rights Protection" allows buyers to return goods of proper quality within two calendar weeks without providing a reason, provided the purchase is not included in the list of non-returnable items.

Decree No. 2463 of the Government of the Russian Federation dated December 31, 2020, strictly defines non-returnable goods. These include:

• goods for home disease prevention and treatment, medicinal products;
• personal hygiene items;
• perfumery and cosmetics;
• textiles, cable products, construction and finishing materials, and other goods priced per unit of length;
• sewn and knitted goods;
• products and materials made wholly or partly from polymer materials that come into contact with food;
• household chemicals, pesticides, and agrochemicals;
• furniture sets for household use;
• jewelry and other items made of precious metals and stones, as well as cut precious stones;
• cars and motorcycle goods, trailers for them, numbered assemblies, mobile small-scale agricultural machinery, pleasure boats, and other watercraft for household use;
• technically complex goods for household use with warranty periods of at least one year;
• civilian weapons, main parts of firearms, cartridges, as well as initiating and flammable substances and materials for self-loading cartridges for civilian long-barreled firearms;
• animals and plants;
• non-periodical publications.

The buyer has the right to demand a refund or exchange for an equivalent product if it does not fit in size, dimensions, style, color, configuration, etc.

You can only return goods of proper quality that have not been used and retain their appearance, consumer properties, seals, and factory labels.

The absence of a receipt is not a valid reason to refuse a product return. However, we advise keeping documents to easily prove the fact of purchase.

Is it possible to return technically complex goods?

Technically complex goods of proper quality cannot be returned. This specifically applies to home and computer equipment, tablets, mobile phones, cameras, etc. However, defective goods can be returned.

Note that even defective technically complex goods can only be returned within two calendar weeks from the date of purchase, except in certain cases.

From day 15 onwards, the consumer cannot request a return from the seller even if a defect is found. However, they can insist on warranty repair or a proportional price reduction.

Exceptions to this rule include the following cases:

• discovery of significant defects whose elimination would lead to disproportionate costs;
• violation of warranty repair deadlines;
• inability to use the product for more than 30 days in total due to repeated repairs.

How to return a credit-purchased item to the store: a step-by-step guide

Returning a credit-purchased item to the store involves several steps. First, you need to resolve the loan issue, then deal with the seller. Here is how to do it.

Step 1: Canceling the bank loan

The most important thing in this situation is to terminate relations with the lender. If you simply stop paying the loan, the bank will legitimately charge penalties and fines on your debt. You will have to pay these, not the seller.

After returning the item to the store, the seller will refund the purchase amount to the same bank account from which the payment was made.

The only way to terminate relations with the bank is to repay the loan for the item. To do this, you need:

1. Submit an application for early loan repayment. This can be done either at the bank itself or in the store with a credit specialist.
2. Deposit the amount required to repay the debt onto your account (a bank employee will inform you of this amount when you submit the application). Note that you must repay not only the principal but also the interest.

If the item was returned due to a defect, you may later recover the paid interest from the seller as well. However, this will likely require going through court.

Step 2: Returning the item to the store

After repaying the loan, you can proceed with returning the item to the store. The procedure varies slightly depending on what exactly you are returning: an undelivered item, a product of good quality, or a defective one.

How to return an undelivered item?

If you have not yet picked up the item from the seller, refusing it is the easiest option. You will need to:

• write an application to refuse the purchase;
• specify that funds should be refunded to your bank account.

The seller has no right to reject your application. Paid funds must be returned to the account within 10 calendar days.

How to return a product of good quality?

When returning a product of good quality, you can either demand an exchange for a similar item with comparable characteristics or refuse the purchase entirely. This must be done within two calendar weeks from the date of purchase. You only need to fill out and submit an application and return the item to the seller.

Funds must be returned to the account within three calendar days.

How to return a defective item?

Returning a defective item is the most difficult. Within two calendar weeks from the date of purchase, you can return products with even minor defects to the seller. After this period, the item will be accepted back only if it has significant deficiencies.

To return the item, simply submit an application. It is advisable to attach a bank certificate showing the total debt amount. Since the product is of poor quality, you can demand a refund of not only the loan principal but also the paid interest.

The seller has the right to insist on an expert examination. They must conduct it within 10 calendar days of the item's return to the store and at their own expense. In practice, inspections are often delayed. However, if experts prove that the defects were caused by the manufacturer, the seller is obligated to pay you a penalty for the delay. The penalty is 1% of the purchase price per day. If it is determined that the defect occurred due to your fault, the item will be returned to you, and you will be required to reimburse the cost of the examination.