Online store: consumer rights and seller’s obligations
Have you noticed that we have become much bolder in our online purchases? Now we do not take the risk of buying covers with Aliexpress for 30 rubles, and fully order your home food, equipment and clothing. The level of online stores is growing — along with it, the average customer’s receipt and the number of violations in this area are growing. In this new article, we give tips on how online stores work, which will be useful for both buyers and sellers. Customers will learn how to protect their consumer rights if necessary. Sellers will understand what nuances should be taken into account when opening their online store, so as not to get ” under the hot hand»
Rights of buyers
You can return almost everything. With the exception of custom orders, and food products. For example, you have already drawn a portrait of your entire family with your dog, or you have ordered furniture for an individual design project. As the Law “on consumer protection” teaches us, ” the Consumer does not have the right to refuse a product of proper quality that has individually defined properties, if the specified product can be used exclusively by the consumer purchasing it.” In other cases, the rule applies: the buyer can not touch the product and see it “in kind” at the time of purchase. Therefore, you can cancel the purchase, return the product and get your money at any time – without explaining anything to anyone.
Also, when buying online, the list of non-refundable products does not apply. This includes textiles, medicines, and personal care products… the List is rather big, but it only works for offline purchases. In the online store, you can order anything and safely return the goods if you change your mind.
Follow the procedure and terms of return. In a good way, the seller must notify you of the return procedure. Then you will have as much as 7 days from the date of receipt of the product to return it. If the seller did not do this, the period is sharply increased to 3 months. As for order, follow the General rules. No need to cut off factory labels, dirty and break the product, throw away the packaging with the barcode and the receipt. I hope there are no questions about the first part, but it is much easier to return anything with a check. By the way, if you have already thrown it out, it’s okay! You have a lot of other purchase confirmations: starting from the electronic receipt that the seller sent you by email, ending with your personal account.
Pay for delivery. The seller must return all the money to you. All except shipping fees. In any case, he paid for it, even if you “ordered goods worth more than 10,000 rubles and received delivery as a gift”. If you have already received the product, you will also pay for delivery back to the seller. Well, or get to it if the store has an offline representation in your city.
Obligations of the sellers
If you decide to open your online store (or you already have one), then do it right. Spend a little more time on the product card or packaging of the order, but do not give customers a reason to find fault with you from the point of view of the law. It is especially important for Internet businesses to keep a face — not everyone has an offline point with regular customers. Remember that consumers (and they are different) have a serious trump card-the law that protects them as much as possible.
Write all the information you can find about the product. Describe the product in detail. This will prevent customers from finding inconsistencies or accusing you of giving them incorrect information about the product or not providing it at all.
In the product card, the buyer must read:
consumer properties of the product;
place of manufacture;
service life / shelf life;
terms of purchase, payment and delivery;
the period during which the offer to enter into a contract is valid.
Do not forget about the buyer after the order. It’s not just about buying. After a person has placed an order in your online store, you must send them all the other information — you can send it by email, you can send it by SMS. And here’s what it is:
seller’s name, address;
Full name of the buyer / recipient;
the address to which you will deliver the product;
information about the product itself — name, article, brand, number of items (if it is a set);
value of goods;
delivery information-time and cost;
obligations of the buyer (sew in a separate document or link, so as not to spoil the letter).
You can also include information about the return order. Or print this information on a separate form that you will put in each order.
When money needs to be returned … let’s Say that the buyer still decided to use their right to return the product. He should already know how to do this — he should have information about the seller’s address, working hours, the maximum period during which he must return the product, the period and procedure for returning the money that he paid you. Let them know in advance that it is desirable to preserve all the consumer properties of the product and the appearance-the buyer should know that he will have to handle the product very carefully.
Remember that anyone who bought from you can change their mind and cancel the order at any moment. Exactly within 7 days after receipt. If you did not notify the person about the refund procedure, you extend the period for 90 days.
When a buyer pays for an item and you send a receipt in return, you enter into a contract between the seller and the buyer. From now on, you are up to your ears in obligations-fulfill them and do not give people a reason to give you one star. Be safe and learn both the rules of remote trading and the Law “on consumer protection” – it will definitely come in handy.