Published on: 2026-09-28
Source: Moscow Government – Правительства Москвы –
An important disclaimer is at the bottom of this article.
In September of this year, changes in legislation came into effect, which are important for consumers of goods, works, and services to know about. To help residents understand the new regulations, Moscow Department of Information Technologies prepared a selection of materials in the capital consumer portal.
The materials contain useful information that will help to understand the changes in legislation in order to choose quality goods, works, and services. The articles explain the procedure for informing buyers about the mandatory confirmation of product compliance on marketplaces, describe the forms and methods of submitting claims. In addition, the topic of remote conclusion of contracts for paid medical services is revealed, as well as a list of information that must be provided to the consumer when choosing a tourist product.
“In order for the residents of the capital to receive information for protecting consumer rights in a clear and comfortable format for themselves, we constantly update the materials on the portal, including taking into account changes in legislation. This allows city residents to use expert recommendations at any convenient time to ensure the quality of the offered goods or services, return or exchange purchases, and also defend their interests in disputed situations,” noted the press service of the Moscow City Department of Information Technology.
Online shopping
Customers who choose online shopping now have an additional opportunity to ensure that the offered product meets safety and quality requirements. For example, in the article “Remote trade: what consumers need to know?” new obligations of marketplaces are clarified.
According to current regulations, platforms must provide sellers with the ability to indicate in the product listing information about mandatory conformity confirmation or information that such confirmation is not required. In addition, marketplaces must inform customers about the form and methods by which a complaint can be submitted to the seller.
In addition, the aggregator must provide the buyer with the technical capability to submit a complaint and receive a response through the site or app of the platform, as well as via the seller’s email.
Purchase and return of technically complex goods
Buyers of technically complex goods have obtained new rights, along with additional requirements for returns. The article will help to understand the rules. “Return or exchange of technical complex goods: consumer rights upon detecting defects”.
Thus, if a buyer wants to return household appliances purchased remotely that are of proper quality, it is now not enough to only preserve the consumer properties, the marketable appearance, and the receipt. An additional requirement has become the original packaging of the product, its complete set, as well as technical and operational documents.
The same conditions apply when returning a vehicle purchased online (except for the requirement to keep the consumer packaging).
In the material “Purchasing technically complex products: what consumers need to know” They will explain that if the assembly or installation of the product is already included in its price, the seller has no right to demand additional payment for these services.
Paid medical services
Those who are going to undergo an examination or contact a private medical center should familiarize themselves with the updated rules for concluding a contract for paid services. According to the material “Paid medical services. What consumers need to know?”, now the contract can be arranged through the medical organization’s website, its mobile application, or with the help of the ‘Max’ messenger.
If additional consultations or medical procedures are needed, their provision must be documented with a separate written consent. In addition, an estimate for the services is prepared. It can be detailed or approximate. Preparation of the estimate is mandatory upon request of either the consumer or the provider.
For those planning a vacation
When choosing a travel package, it is not always possible to learn in advance about the risks of the trip. For example, about the characteristics of the climate, weather conditions, specifics of the routes, and other factors that may threaten the life and health of the traveler. The materials will help to understand what is important to pay attention to when buying a tour and what rights the traveler has. “Shortcomings of the tourist product: consumer rights and the procedure for their protection” and “Buying a travel package: what to pay attention to?”. Now the tour operator, travel agent, and sub-agent are obliged to inform the client about the risks associated with the nature of the specific tourist product.
Consumer Portal, created in 2022 by the Moscow Government together with the Moscow Office of Rospotrebnadzor, contains over 230 useful materials: articles, instructions, memos, webinars, and expert interviews. With their help, Muscovites can learn how to properly conclude contracts (for example, for medical or fitness services), choose goods and tickets, as well as how to act if they need to return or exchange a purchase.
If a dispute arises with the seller or service provider, services to protect your rights are available on the portal. With the help of the tools “Prepare the lawsuit” and “Prepare a claim” you can choose a suitable template and prepare the documents. The service “Electronic assistant” will allow you to quickly understand the situation and select the appropriate template for a complaint or lawsuit. In addition, you can get help from a specialist of the Moscow Department of Rospotrebnadzor — for this, it is enough to use the service “Sign up for an online consultation” on the portal’s main page.
The creation and maintenance of information security measures, as well as countering cyber fraud, correspond to the objectives of the national project “The Data Economy and Digital Transformation of the State”. More details about Russia’s national projects and the capital’s contribution can be found at special page.
Get the main news quickly on the official Moscow city channels in messengers “Max” and “Telegram”.
Please note; This information is raw content obtained directly from the source. It is an accurate account of what the source claims and does not necessarily reflect the position of MIL-OSI or its clients.