Is it possible to return an item without. Returning goods without a receipt: how it happens

Protection of consumer rights is one of the main tasks of the state. Thus, if a product purchased some time ago does not satisfy the buyer’s requirements, he can contact the seller to exchange the product for a similar one or return the money. The issue of returning a low-quality product in the situation of providing the necessary evidence is, as a rule, resolved positively in relation to the consumer.

In order for the return transaction to return the goods to proceed without incident, you need to know your rights and obligations in relation to the other party. If you have a receipt for the purchase of this product, then returning it is permitted by law. It is important to understand that the product should not be used for a certain period of time.

If the receipt has not been preserved, then by law such goods are allowed to be returned if the buyer does not like them. Proof of purchase from a particular seller may not only be a receipt. This could be a packaging barcode, a cash or sales receipt, or a product warranty card. The main thing is to understand that the condition should be the same as on the day of purchase. What does it mean? Let's figure it out!

Is it possible to return an item without a receipt?

According to the law, returning a product of proper quality without a receipt is also possible. You can return the product to the seller if it has not lost its original appearance within 14 days from the date of purchase in the following cases:

• did not fit the shape;
• overall dimensions and weight do not meet the buyer’s requirements;
• the color didn't match;
• regarding clothing, if the style of the product does not fit;
• I'm not satisfied with the packaging of the product.

A sales receipt from a store is perhaps the most short-lived document of all that comes into the hands of a person. Many people simply throw it away like a piece of paper immediately after making a purchase. If he miraculously survives, it will be difficult to find him at the right time.

What should you do if you need to return your purchase to the store, but the receipt is missing? Do you really have to keep the product for yourself, even if its quality leaves much to be desired? In fact, there is a way out of the situation, and it’s worth looking into it in more detail.

Return goods without a receipt under the Consumer Protection Law

The legislation of the Russian Federation provides for situations in which each buyer has the opportunity to return or exchange a purchased product if it was not possible to save the receipt issued in the store.

Each consumer has the right to return their purchase within two weeks if the item turns out to be defective or simply does not fit for other reasons (didn’t like it, there was a mistake with the size, dimensions didn’t fit, etc.). If the seller refuses to accept the item back, you can file a claim against it.

Returning goods of good quality without a receipt

You can return an unsuccessful purchase, if it has no flaws and is of high quality, subject to the following conditions:

• this must be done within two weeks after making the purchase;
• the purchased item must retain its original presentation, packaging is welcome, as well as all tags and seals of the manufacturer;
• during the time the buyer had the item, he did not use it for its intended purpose;
• the sales receipt or other document confirming payment has been preserved.

Unfortunately, not all buyers manage to comply with the last point. What should you do in this case? The easiest option is to bring witnesses who will confirm the fact of the purchase. This could be a friend with whom you were shopping - by the way, when you are planning a large purchase, it is advisable to take another person with you to the store.

Returning goods of inadequate quality without a receipt

What to do if the purchased item is of poor quality, but there is no sales receipt? The procedure will be standard:

• take the purchase back to the retail outlet;
• write a complaint, indicating in it all the detected defects of the product;
• formulate your demand to the seller - exchange the purchase for a good quality item, pay for repairs, take the item for repair, or simply return the money.

The absence of a payment document will result in a reference to the testimony of an outsider. If there is no such witness, you can view surveillance cameras on the sales floor, as well as the purchase feed.

Can I return a product without a receipt within 14 days under warranty?

If the product was provided with a warranty, you can safely take it to the store. You will have to file a claim and indicate in it the reasons for the discrepancy between the purchased item and the client’s wishes.

The seller is obliged to accept such goods back, especially if there is a guarantee that clearly states the name of the store, the name of the purchased item, and other information related to the transaction.

Is it possible to return an item without a receipt and packaging?

If you were unable to save not only the payment document, but also the packaging in which the item was purchased, what should you do? The law protecting consumer rights states that the buyer is not obliged to preserve the packaging of the goods he purchased. The main thing is that the thing itself has the proper appearance.

But in some cases, the safety of the packaging is a prerequisite - as a rule, such a condition is indicated on the packaging itself. If the consumer ignores this requirement, the seller has the right to refuse to accept the purchased item from him.

Is it possible to exchange an item without a receipt for another item?

Often sellers are willing to meet buyers halfway and exchange goods without a receipt.

If the store requires you to provide a payment document, it is used as:

• technical certificate;
• warranty card;
• payment receipt;
• instructions for use;
• any other document that contains information about the purchase itself, the seller, the cost.

Documents are presented in their original form, without copies.

How to return an item without a receipt at the market?

You can return to the market with the person who was present at the time of the purchase. Also, the fact of the transaction can be confirmed by other market sellers who were nearby at that moment.

The law in this case is completely on the side of the consumer, and according to it, the seller on the market is obliged to accept back the sold item, regardless of the reason for its return - it may not be the right size or simply not to your liking.

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Consumer rights in Russia are regulated by the federal law “On the Protection of Consumer Rights”. It obliges the seller in some cases to accept the product back if the buyer does not like the product. But sellers often ignore the law, refusing to return money for goods or exchange low-quality goods for an analogue. Knowledge of the law in this case will help the buyer achieve justice. And we will help answer the question - is it possible to hand over goods without a cash receipt and how to ensure that you are right if the case goes to court.

When can I return the goods to the store?

Important: Since when exchanging/returning goods you are appealing to the law, you must document the act of contacting the seller. This is done using a statement. The seller may offer to fill out an application using his form. But in any case, your application, drawn up in accordance with the law, must be accepted by the seller. If the product distributor refuses to stamp your application, send it to the address by registered mail. This way you will have a document from the post office that confirms acceptance of the application. In the event of a trial, you will need such confirmation.

What if there is no item to exchange?

The seller may announce to the buyer that the goods cannot be exchanged due to the lack of suitable analogues. In this case, the buyer must draw up a statement, appealing to Art. 25 of the Law on Consumer Rights. It states that if there is no product that the buyer would accept as an alternative, then this is the reason for stopping the sales contract. The termination of the contract occurs 3 days after the application.

Thus, the buyer must have a copy of the application signed by the seller or a notification of delivery of a registered letter. When 3 days have passed from the date of application, the buyer has the right to receive the full amount for the goods.

Important: the alternative is a contract. If the buyer is interested in an exchange, he can agree with the seller to notify him when the goods arrive at the warehouse. As soon as the product model is in stock, the seller undertakes to notify the buyer about this first. It is highly desirable that such an agreement be drawn up on paper and not in words. This will come in handy if you need to prove your case in court.

If the seller refuses to fulfill the obligations imposed by law, then the buyer has the right to file a complaint with the court/prosecutor's office/Rospotrebnadzor.

Is it possible to return goods without a receipt?

The requirement to provide a sales receipt when returning goods usually results in a problem for the buyer. Not everyone is used to saving receipts, because when we buy a product, we initially want to use it and not return it.

According to the law, it is quite possible to hand over goods without a receipt. The main instrument regulating the relationship between buyer and seller is federal law. And it clearly states that the buyer is obliged to document the fact of purchase. Those. it does not have to be a check (as sellers claim). The warranty card, indicating the date and place of purchase, will be proof of purchase, both before the seller and in the event of legal proceedings.

If you do not have a single document that would prove the fact of purchase, do not despair. In this case, witness testimony will come in handy. The person who accompanied you during the purchase can testify in court, or maybe the seller (in the case of the seller, this is unlikely, since they undergo appropriate training and will not “remember” you).

Important: the seller may offer to write a statement stating that you have lost the receipt for the goods. The law does not provide for such a procedure; such actions are the initiative of the store. If you want to resolve the issue without court, you can agree to the seller’s terms. But if you refuse to write a statement about the loss of a cash receipt, this will not in any way affect the decision-making process in court, because Such statements are documents of internal circulation.

How to return goods to a store without a receipt: step-by-step instructions

The procedure for returning goods without a receipt to the store involves the following sequence:

Step 1: Drawing up an application (2 copies). Before returning goods without a cash receipt in a store, fill out a return application. It indicates your passport details, seller details and the reason for the return. The reason can be the shape, size, color, build quality and product configuration (one, the most important indicator is indicated).

Step 2: Visit to the retail outlet. Inform that you want to return the defective product without a receipt, explaining the reasons for the delivery and presenting a statement. You hand over one copy of the application to the employee responsible for receiving the goods. On the second copy, he must leave his signature, enter the name of the receiver and the date of acceptance of the application. This copy remains with you.

Important: be sure to follow the steps described in step 2. If you do not have a certified copy of the application with the date of acceptance, you will not be able to go to court on its basis.

After this, the store will be obliged to raise its accounting department and check the receipt for the goods in the archives. All sellers keep copies of documentation for reporting. Even if you have lost the receipt for the purchased product, this does not mean that it is lost forever. That is why fraudsters’ manipulations related to goods practically do not take place. Fraud is very easy to uncover and prove.

What products cannot be returned even with a receipt?

Article 25 of the PZPP includes a complete list of goods that cannot be exchanged, even if the consumer is dissatisfied with the shape, color, dimensions, or configuration of the product. These include:

Hygiene items, medications for self-treatment;

Cosmetics and perfumes;

Building materials that are sold by the meter (linoleum, carpet sections, etc.);

Knitwear;

Household chemicals;

Costume jewelry inlaid with both precious and semi-precious stones;

Appliances.

Important: the interpretation of the STD can be perceived differently. For example, products sold by the meter include wallpaper. But the wallpaper is packed in rolls. Therefore, if you buy wallpaper in rolls, they do not belong to goods that are sold by the meter from the position of the law (although in fact they are). In this case, a roll will be considered a unit of goods, and it is entirely subject to exchange, provided that it has not been opened.

It is impossible to give a definite answer about whether it is possible to return a product in a situation where the buyer for some reason was left without a receipt. The decision depends on the specific product, as well as on the circumstances of the purchase: whether the buyer has the opportunity to confirm the fact of purchasing the item in a specific store. Return conditions and step-by-step instructions are discussed in detail below.

The return procedure itself is possible even in this case, although it becomes noticeably more complicated. The main difficulty is that the buyer must independently prove that he actually purchased the item or products at this particular outlet:

1. First, you should try to resolve the issue peacefully, i.e. prove the fact of purchase to the seller, without involving any other parties.
2. In extreme cases, they go to court (or it is also possible to contact consumer rights protection societies).

As for the legislative regulation of the issue, the buyer can rely on the well-known law “On the Protection of Consumer Rights,” which clearly states that returning an item to a store without a receipt is indeed possible.

Thus, the buyer’s risks consist mainly of 2 points:

1. Difficulties in proving a purchase.
2. Features of the product - some of them cannot be returned.

NOTE. Some stores sell exclusive products that cannot be purchased from other companies. Therefore, they themselves can establish return rules that give the buyer greater opportunities than those provided for by law. For example, the IKEA chain of stores has created its own regulations according to which a client can exchange a purchase without a receipt: therefore, there is often no doubt whether the item can be returned.

What cannot be returned

A fairly large list of goods that cannot be returned to the store has been approved by law - i.e. Under no circumstances (with or without a check) can you answer yes to the question of whether these things can be exchanged for money. First of all, we are talking about any food, as well as medicines.

These products also include the following groups:

1. Any items that are used to maintain hygiene - toothbrushes, razors, napkins, hairpins, wigs, combs, etc.
2. Items related to perfumes and cosmetics - soaps, gels, shampoos, deodorants, etc.
3. Textiles – fabrics and products made from them; including home textiles - pillows, blankets, towels, bed linen, etc.
4. Any knitwear, underwear, sewing products.
5. Construction materials, finishing (carpet, drywall, wallpaper, etc.).
6. Any household furniture – with or without woven covering.
7. Products that are considered technically complex. They are mechanisms consisting of several component parts: the entire system works as a single whole and cannot be disassembled into parts (for example, a TV, laptop, etc.).
8. Wires, cables, windings, optical fibers.
9. Any household chemicals.
10. Agricultural chemicals – fertilizers, pesticides, etc. etc.
11. Disposable tableware, as well as any polymer-based products that come into direct contact with food - for example, cling film, plastic bags, etc.
12. Jewelry products, with and without precious/semi-precious stones.
13. Cars, as well as trailers, motorcycles, pleasure boats, lawn mowers and other agricultural machinery.
14. Civilian weapons and their components (including cartridges).
15. Books, calendars and other non-periodical publications.
16. Living plants and animals.

NOTE. It is assumed that goods of exactly the same quality cannot be returned. Therefore, if an incomplete set, breakdown, defects, or manufacturing defect is discovered, the buyer can try to return the items to the store and take back their money. However, there are no guarantees for such cases either: after all, it is necessary to prove that these breakdowns are in no way related to the actions/inactions of the buyer himself.

What can be returned: product requirements

Accordingly, all other categories of purchased goods can be exchanged. In this case, it is important to distinguish 2 groups of items:

1. Purchases that do not meet the stated characteristics in quality and/or configuration. For example, a manufacturing defect, understaffing, unpainted fabric, chips and other defects that were of factory origin (were on the product initially) were discovered.
2. Purchases that are fully consistent in quality and configuration, but for some reason they did not suit the buyer (wrong color, size, texture, technical characteristics, etc.).

Return of low-quality goods

In such cases, the buyer is given a period of 2 years from the date of purchase. However, it does not apply to goods with an expiration date, with a warranty period, as well as technical devices that are expected to be returned immediately after discovery of a defect. In addition, if we are talking about whether it is possible to return a product for which the buyer has lost the receipt, it is better to carry out the operation without delay. Subsequently, it may become more difficult to prove the fact of purchase.

If a defective and/or incomplete item is found, the customer has more rights. He can choose one of the alternatives:

1. Full refund of money spent.
2. Exchange the item for exactly the same thing, but of proper quality.
3. Exchange an item for a similar product.
4. Proportional reduction in the price of an item with payment of the corresponding difference.
5. Repair of the item at the expense of the store.

Buyer-initiated returns

In such cases, the buyer is given 14 calendar days to make a decision. In some cases, the return period increases, but this is the right, not the obligation of the store. Moreover, the choice of solution is no longer made by the buyer, but by the seller:

1. Or a refund of the entire amount.
2. Or exchange for exactly the same product, but in accordance with the client’s wishes (for example, a different color, size, etc.).

How to prove a purchase without a receipt

Of course, a receipt is an important document that serves as the main proof of the fact of a purchase in a particular store. However, this is not the only evidence. As additional means you can use:

However, the buyer cannot require the sellers to provide these materials. Moreover, the seller is not obliged to organize video filming, since he is not forced by law to do so. Therefore, in most cases, only the store administration can dispose of video materials.

In some situations, the customer can return the goods without a receipt, and the question also arises whether the store representative has the right to refuse even if there is evidence. First of all, the buyer must understand that the burden of proof lies with him. And the seller has the right to refuse in any case, so subsequently the parties can resolve the issue only during the trial.

Returning goods without a receipt: step-by-step instructions

Step 1. Completing a return application

The first action involves visiting the store and drawing up an appropriate application. The buyer should understand that all his actions must be documented. It is best to keep a copy of this statement with you in case of possible legal proceedings.

There is no specific sample document - in some cases the store itself will issue a ready-made form. But a citizen can draw up an application at his own discretion - for example, according to the sample presented below. In any case, the text should reflect the following information:

1. To whom and from whom the application was made.
2. Description of the circumstances of the purchase - when the item was purchased, approximately at what time, in the presence or absence of witnesses.
3. Clearly formulated requirements.
4. Attachments – additional evidence (for example, written testimony).

Step 2. Waiting for a decision

The seller can immediately satisfy or refuse the client’s request, however, as a general rule, he is given 20 calendar days to make a decision. In fact, more time may be spent - for example, if the product is not yet available, and the buyer would like to receive a specific item upon return.

If for some reason the purchased product does not fit or is of poor quality, the buyer can return it to the seller and get the money paid for it back. There is an opinion that it is impossible to return a product without a sales receipt, but this is not true. Let's look at what the law says about returning goods without a receipt.

Confirmation of payment for goods by the buyer

When paying for a purchase, the buyer must receive a cash receipt from the seller. This is an accounting document printed via cash register, confirming the fact of transfer of money for the goods. When using an online cash register, a check can not only be printed, but also sent to the buyer’s email upon request. The seller’s obligation to issue a receipt for the purchase is established in clause 2 of Art. 5 of the Law of May 22, 2003 No. 54-FZ.

In addition to the cash register receipt, payment can be confirmed by a sales receipt, receipt or other document issued by the seller. Also, the purchase can be confirmed by the seller’s mark in the technical documentation, warranty documents, etc. attached to the product (Order of the Ministry of Aviation Administration of the Russian Federation dated May 20, 1998 No. 160).

Non-cash payment for goods by bank card can be confirmed using a bank statement (Resolution of the Plenum of the Armed Forces of the Russian Federation dated June 28, 2012 No. 17).

If a receipt is lost or misplaced, witness testimony can also confirm the conclusion of a retail purchase and sale agreement, that is, the purchase of goods by the buyer (Article 493 of the Civil Code of the Russian Federation).

Consumer protection: returning goods without a receipt is possible

The return of goods occurs, as a rule, due to its poor quality, or if it is of high quality, but for some reason did not suit the buyer (size, color, style, configuration, etc.).

You can return the goods to the seller only within a certain period:

• low-quality goods - during the warranty period or expiration date, and if this is not established, then within 2 years from the date of purchase, unless otherwise provided by law or the sales contract;
• goods of proper quality - within 14 days from the date of purchase, unless the seller sets a longer period. It should be remembered that some groups of goods cannot be returned or exchanged - these are personal hygiene items, underwear, cosmetics, food, household chemicals, etc. When returned, the product itself must retain its consumer properties, have no traces of use, and all manufacturer labels must be retained on it.

If all requirements are met, the seller is obliged to accept the goods back. The question of whether a receipt is needed when returning goods of proper or inadequate quality is directly answered by clause 5 of Art. 18 of the Law on Consumer Rights No. 2300-1 of 02/07/1992: the absence of a receipt, as well as any other document confirming the purchase, is not a basis for refusing the buyer’s requirements.

What documents may the seller require?

To receive a refund of the money paid for the returned item, the buyer must submit his return request to the seller. In the text of the application, in addition to personal data, reasons for returning the goods and the amount of return, it is necessary to indicate that there is no cash receipt confirming the purchase.

When returning money for goods, the seller has the right to request an identification document from the buyer in order to verify the data specified in the application.

An application to return goods without a receipt is endorsed by the head of the company, retail outlet, store manager, etc., which means consent to return the money to the buyer.

If the seller works on an online cash register system, he must run a “return receipt” cash receipt and issue an invoice for returning the goods. Before the introduction of online cash registers, for goods returned to the seller not on the day of purchase, it was necessary to punch a return receipt and draw up a report in form No. KM-3.