Published on: 2026-09-15
Source: Moscow Government – Правительства Москвы –
An important disclaimer is at the bottom of this article.
Sometimes, despite carefully selecting a product, you may encounter a situation where a newly purchased piece of furniture or wardrobe item turns out to be defective or does not fit in size, color, or other parameters after payment. Department of Information Technology of Moscow told how the recommendations of the capital’s experts consumer portal will help to understand which goods purchased remotely or in a store are subject to exchange or return, as well as how to act in case of disputes with sellers.
“If the purchase did not meet expectations, the capital’s consumer portal will advise on how to resolve the situation. It contains the necessary expert recommendations that will help you step-by-step through the entire process to exchange or return purchased items. The portal’s materials will also assist in situations where the seller refuses to exchange the product or refund the money,” said the press service of the capital’s Department of Information Technology.
How to exchange or return a product
The process of exchanging or returning goods often has fundamental differences depending on their category and the method of purchase. If a purchase made in a store does not have defects but does not satisfy due to dimensions or does not fit the size, the product of proper quality can be exchanged within 14 days after purchase, unless the seller has announced a longer period. What to do if the receipt is lost, which items cannot be returned, and how to exchange goods for a similar item can be found in article.
The rules for exchanging and returning goods purchased remotely (that is, ordered via the internet or by phone) differ from those for offline purchases. They are often more lenient because the buyer does not have the opportunity to inspect the goods in advance. For example, to return jewelry item, bought in the salon, is not allowed, but if it was brought from an online store — it is allowed.
When purchasing goods online there is an opportunity for their return, replacement, or repair. You can refuse the item at any time before its transfer, and after the transfer — within seven days. If information about the procedure and terms of returning goods of proper quality was not provided in writing at the time of delivery, you can refuse it within three months from the moment of its transfer. And if the quality of the item purchased on a major online platform did not satisfy you after payment, you can find out how and to whom to present claims, what responsibilities the aggregator owner and the seller bear, from the following material.
Each product category has its own characteristics. For example, if damage or incorrect assembly is discovered after the furniture has been delivered, the buyer has the right to demand replacement, repair, or a refund. You can find out how to do this in article.
If in technically complex product, for example a computer, laptop, television, digital camera, or refrigerator, if defects are discovered within 15 days from the date of purchase, it can be returned to the seller and a refund can be requested. In addition, the buyer has the right to demand the replacement of the equipment with an identical or similar brand — or another one with the appropriate price adjustment.
If defects are identified in in the new mobile phone, it can also be returned to the seller within 15 calendar days from the date of purchase and you can demand a refund or an exchange with a price adjustment.
When purchasing books in-store or remotely, it is important to remember in which cases they can be returned and the money spent refunded. This is explained in the article. “What consumers need to know when purchasing books and other non-periodical publications”. Another article will tell you what to do if it is already after the purchase toy the child did not like it or some defect was found.
If the seller refuses to exchange the product or refund the money
Sellers do not always readily respond to requests for a refund or exchange of goods. Materials in the section will help you understand how to act in such a situation. Legal information. Step-by-step instructions are provided here for resolving various dispute situations out of court, as well as for defending one’s rights in court. Users will learn in which cases and how a dispute can be settled in out-of-court or how to compose claim. If you have to defend your interests in court, then to draft statement of claim it can be found in the section “Templates of Claims and Statements of Claim,” by selecting the appropriate template.
In addition, the service is designed to help understand how to act in a contentious situation “Electronic Assistant”. It is possible to quickly select an appropriate template for a claim to the seller or a lawsuit to the court. Consultation with a specialist from the Rospotrebnadzor Department for the city of Moscow is available online to resolve the dispute. To do this, you need to make an appointment in advance using the service “Online Consultation” on the main page of the portal. In addition, you can get recommendations by calling the round-the-clock hotline of the Rospotrebnadzor Office for the city of Moscow: +7 495 539-36-96.
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Consumer Portal created in 2022 by the Moscow Government and the capital’s Rospotrebnadzor Administration. The resource hosts over 230 materials — articles, instructions, memos, webinars, and expert interviews. In addition to practical recommendations, the publications contain the names of relevant regulatory acts. These can be relied upon when communicating with legal entities or individual entrepreneurs to protect consumer rights.
The creation and maintenance of information security tools, as well as combating cyber fraud, correspond to the objectives of the national project “Data Economy and Digital Transformation of the State”. More about Russia’s national projects and the capital’s contribution can be found at special page.
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Please note; This information is raw content obtained directly from the information source. It represents an accurate report of what the source claims and does not necessarily reflect the position of MIL-OSI or its clients.