20 April 15:30
Rospotrebnadzor sided with the Krasnoyarsk woman, to whom the seller refused to return money for a broken jar with wrapping. The regional department was informed about the situation.
A woman was faced with a refusal to return an item after an unsuccessful purchase on the marketplace. Having ordered a body wrap, she opened the package right at the delivery point and found a broken jar inside. However, despite the obvious defect, the pickup point employee refused to accept the goods back, and the seller rejected the return request. As a result, the Krasnoyarsk resident turned to Rospotrebnadzor to protect her rights.
Based on the results of consideration of the appeal, the seller, Aquacosmetics Company LLC, was issued a warning about the inadmissibility of violating the requirements of the legislation on the protection of consumer rights.
The department reminded: by law, the seller is obliged to transfer goods of proper quality to the buyer. If the product turns out to be defective, the consumer has the right to refuse the purchase and demand a refund.
It is separately emphasized that it is the seller who is responsible, even if intermediaries are involved in the chain. This is enshrined in Resolution No. 17 of the Supreme Court of the Russian Federation dated June 28, 2012. Thus, the refusal of an employee at the pickup point does not relieve the seller of his obligations to the buyer.
In such situations, experts advise filing a claim:
- by registered mail via Russian Post to the legal address of the marketplace;
- directly to the seller using the contacts specified in the product card.
If the claim remains unanswered or is refused, the next step is to go to court. Rospotrebnadzor notes that they are ready to provide assistance in legal defense.
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