How to return a purchase to the OBI hypermarket - return rules and procedures

How to return an item that was purchased recently and was not satisfied with the owner for various reasons?
Returning goods to OBI offers its customers a clear and simple algorithm. It is worth noting that you can perform the action either in person with the seller or online through the form on the store’s official website. According to the internal regulations of the company at OBI, the return of goods is carried out in the following order: 101 days (121 days if the buyer has a branded hypermarket discount card). The main requirement is a current cash receipt for the purchase of the product.

Attention! At the same time, paragraph 5, paragraph 18 of Article of the Law “On Protection of Consumer Rights” contradicts the above-described condition. Here, confirmation of the purchase of an item or service can be not only a cash receipt, but also, for example, witness evidence: a receipt coupon, a guarantee document, etc.

Legal aspects of processing a return

The procedure and terms for returning products are regulated by the norms of the Law of the Russian Federation dated 02/07/92. No. 2300-1 “On the protection of consumer rights.”

The buyer has the right to refuse the product for one of the following reasons:

• the price set in the sales area does not correspond to the price announced at the checkout;
• defects were found on building materials;
• The item did not match in color, size, etc.

The Law pays special attention to sales via the Internet. In Art. 26.1 states that the seller is obliged to provide the buyer with complete information about the product through photographs, catalogs, and booklets.

If the order received does not correspond to the description on the website, this is also a reason to return the item to the store.

Exchange and return of quality goods

Return of products of proper quality is possible if the following conditions are met:

• the presentation and consumer properties are preserved;
• the buyer has documents confirming the purchase of building materials;
• the item is not included in the list of products not subject to delivery, approved by Government Decree of January 19, 1998. No. 55.

The law establishes a return period of 14 days from the date of purchase.

Exchange and return of defective goods

If defects are detected on the product, the consumer has the right to make claims to the seller during the warranty period.

In this case, the buyer has the right to demand:

• exchange of products for similar ones;
• reduction in value commensurate with the detected defect;
• elimination of deficiencies or reimbursement of costs for their elimination by a third party.

If none of the above options is suitable, refuse to execute the purchase and sale agreement and receive a refund of the funds paid.

In the event that the reason for returning the product is identified defects, the seller conducts an examination to identify the person at fault.

If the buyer is to blame for the breakdown, he will be denied an exchange or compensation. If a manufacturing defect is detected, the item will be replaced or money will be given to the client.

Defective goods

If the purchased item turns out to be defective, it can be exchanged or returned. It is worth remembering that if a defect is detected, the seller has the right to carry out a quality check, so the refund period may be delayed, but no more than 20 days, which are required for the assessment examination.

If product repair is proposed, please be aware that most products are not subject to a mandatory repair agreement. You can refuse the offer and insist on a refund if the purchased item is not included in the list of technically complex goods.

Features of exchange and return in the OBI hypermarket

The store has the right to determine its own conditions for the exchange or return of goods. At the same time, they should not worsen the buyer’s position with respect to the Law “On Protection of Consumer Rights”.

When delivering products of proper quality, the cost of delivery and additional services to the consumer is not compensated.

If defective building materials are returned, return delivery is carried out at the expense of the hypermarket.

You can return building materials purchased directly from OBI to any department of the retail chain. Find out the address of the nearest store and opening hours on the company's website.

To do this, enter the city in the search bar or use the automatic search function by current location.

Reasons for return

All reasons why a customer can return products back to a hypermarket comply with the law. They can be divided into 2 categories:

• high-quality materials that did not suit the consumer in terms of color, dimensions, etc.;
• products with defects.

The store does not have the right to refuse to accept back the products in both cases if they are returned within the period established by the rules of the retail chain.

Deadlines

At OBI, the return of building materials is possible within a year from the date of receipt of the building materials by the buyer.

For members of OBI Club Novosel and OBI Club Bonus, the return period is 3 years.

Rules

Good quality product

An undamaged product, without defects, without visible flaws, is legal if it has not been used, its appearance has not been damaged, the packaging has not been opened, labels or seals have not been removed.

It is clear that a roll of wallpaper smeared with glue, cut or painted cannot be returned. The packaging may be partially damaged, that is, it was opened to inspect the purchased item and was carefully restored.

The absence of a cash or sales receipt cannot be a reason for refusing to cancel the transaction. The buyer can present witnesses, photos or videos of the purchase, and other arguments.

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Why might there be no receipt? The manager did not complete the transaction in the proper way, did not include a check in the shipment, and the delivery person performed his duties poorly.

The buyer should pay attention to the registration and require accompanying documents, invoices, certified by signatures and seals.

Product of poor quality

The store is obliged to accept back an item that has a defect or exchange it in accordance with the same Law, even if the defect is discovered after two weeks from the date of the transaction.

Expert opinion

Egorov Dmitry Yurievich

Practicing lawyer with 8 years of experience. Specializes in the field of civil law. Extensive experience in protecting legal interests.

If there is a misunderstanding on the part of the trade, managers should pay attention to Article 19; the defect can be returned during the warranty period.

If the seller does not specify a warranty period, a two-year warranty comes into force from the date of purchase. That's what the law says.

Many sellers, knowing this, reduce the warranty period to 2 months - a ploy, nothing can be done, it’s legal.

A competent buyer saves the packaging and, if a defect is discovered, takes photographs in which the defects are accurately recorded.

Then the specified documents, photo, application and passport screen are sent to the seller on the website. If he does not respond to requests, the buyer makes a photocopy of the documents sent to the official website and appeals to Rospotrebnadzor, the Committee for the Protection of Consumer Rights and the court.

The store has the right to appoint an examination, which is carried out by independent organizations in the presence of the parties.

Return period

101 days is the period for returning goods of proper quality.

120 days - for buyers who are members of the OBI club.

If the buyer asks to return a product of good quality purchased through the site after 14 days, the store will return the money only to a gift card of the appropriate denomination.

Deadline for funds transfer

The seller is obliged to transfer money for the returned goods within 3 days.

And if we are talking about inadequate quality, then for each day of delay he will have to pay a fine - 1% of the cost of the goods.

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Rules for drawing up an application to return goods to OBI

To return products to the hypermarket, write an application to OBI and attach the following documents to it:

• copy of passport;
• check confirming payment;
• warranty card.

Receive the application form directly from the store or fill it out in any form, indicating:

• name and details of the department where the purchase was made;
• consumer information;
• information about the purchase - description, date of purchase, cost;
• reason for return.

At the end, add a date and signature. Make an application in 2 copies, one of which is given to the hypermarket employee, and the second, with a receipt stamp, is kept for yourself. It will be required if the store refuses to refund the money or accept the product back.

Information about the hypermarket

The name OBI was given to one of the largest store chains with goods for apartments, gardens, and private homes. This network makes it possible to purchase any product via the Internet.

Product items consist of fifty thousand items or more. These include categories such as:

• Tourism with recreation.
• Toilets with bathrooms.
• Appliances for household use, electronic devices.
• For arrangement of adjacent areas with garages.
• Materials for construction.

The store is open daily from eight in the morning to 11 in the evening.

Each buyer can access online booking at a convenient time of day. Then it’s easy to order delivery to your home, or pick it up yourself.

Returning goods purchased from the OBI online store

Products purchased on the website www.obi.ru can only be returned to the hypermarket where the purchase was made. The store address is indicated on the delivery note, which is given to the client at the time of shipment.

Order return delivery to OBI or bring the goods to the hypermarket yourself. When returning remotely, fill out a request for return and delivery through the goods ordering service.

The service telephone number is listed on the official website. In addition, you can call the 24-hour customer support service at 8-800-500-80-80. Calls within Russia are free.

Customer Reviews

Reviews about the work of the hypermarket, alas, are not flattering, especially when it comes to returns.

Respondents complain about unkindness, irresponsibility and rude behavior of employees. But this is not a reason to exclude the hypermarket from the zone of consumer attention.

Any problem can be solved armed with knowledge of the Law.

Watch the video in which the buyer talks about how to return goods to the OBI hypermarket:

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your particular problem, please use the online consultant form on the right or call:

It has become commonplace for modern people to participate in transactions for the purchase or sale of goods.

Including remote maintenance.

But the increased number of stores often leads to the abuse of customer rights.

This is especially common for visitors to online stores.

Returning goods to OBI will not cause problems if everything is done correctly.

Where to complain about a store

If hypermarket employees refuse to accept products back, their actions can be appealed. First of all, contact the management of the retail chain in one of the following ways:

• book of reviews and suggestions;
• social network VKontakte;
• feedback form on the hypermarket website.

If the manager refuses to consider the appeal or makes a negative decision, file a complaint with Rospotrebnadzor. The department will conduct an inspection and establish the legality of the decision made by the hypermarket.

Simultaneously with the complaint to Rospotrebnadzor, file a claim in court. To do this, contact an experienced lawyer. He will give professional advice, help draw up an application, prepare the necessary documents and defend the client’s interests in court.

What to do if you don’t have a cash receipt

The product can be returned even if the receipt is missing. Although it will be more difficult to do this in this case. But there are other documents that will prove that the goods were purchased:

• User manual.
• User guide.
• Technical certificate.

Testimony of witnesses can also be used to form an evidence base. It is enough to fill out the appropriate application in the form. And then returning the goods to OBI without a receipt will become possible.

There is data that has become mandatory for such statements:

• Date of application along with signature from the applicant.
• If desired, you can indicate the reasons why the buyer refuses the product.
• You must indicate the purchase price and cost.
• Describe the name in full.

If it has become impossible to use a sales receipt as an attachment, then in the application itself a reference to witnesses along with their testimony and data is permissible.

The buyer must clearly indicate his requirements and wishes so that the seller's intentions are immediately clear.

You can return an item without actually visiting a store branch. It is enough to contact the operators. If necessary, they will be able to calculate the cost of not only the service itself, but also all the expenses that arise in connection.

But in any case, the buyer will have to personally visit the store if we are talking about a refund after purchasing a particular product. In this case, a special acceptance certificate, a personal document of the buyer, becomes mandatory. For example, a passport.

Watch the video on how to return goods to the store:

The OBI retail chain has earned recognition in the goods market for its variety of assortments, ease of service and the ability to order goods via the Internet. In these stores you can find more than fifty sections: these include goods for tourism, home and recreation, household appliances, and building materials.

However, despite all the advantages, buyers are sometimes faced with the need to return goods to the seller. In order to do this correctly, you need to figure out how to return goods to OBI.

Summary

If you need to hand over building materials and other products to the OBI hypermarket, remember:

• the period for returning products of proper quality is 1 year, and for OBI Club members – 3 years;
• when returning products of proper quality, the cost of delivery is paid by the consumer;
• materials purchased online can only be returned to the same department where the purchase was made;
• the money is returned to the client in person and in the presence of documents, directly at the OBI trading department;
• If you refuse to accept products, contact the management of the retail chain, Rospotrebnadzor or the court.

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Receiving the money

In accordance with Art. 22 of the ZPPP, refunds are made within 10 days from the date of application - this provision applies to defective products. When purchasing good quality, payment must be made within three days. The hypermarket will transfer the amount to the details specified in the application. If the money is not received on time, you should clarify the information about the results of the consideration of the application by calling the retail outlet to which the application was submitted.

The OBI hypermarket chain has established itself in the market as a competent and loyal seller, so you should not be afraid of unreasonable refusals. If you are sure that the store is operating illegally, you should file a claim in court. In case of refusal to return the money, only a court decision can restore the violated rights of the buyer and impose a fine on the trading organization.

Refund if purchase is of good quality

The OBI hypermarket has the most loyal attitude towards product returns. The company's clients can return goods, in contrast to the 14 days established by law, in more than three months - 101 days, and in some cases even 120. At OBI, goods can be returned during the hypermarket's opening hours. Its operating hours are from eight in the morning to eleven in the evening. The market near the Teply Stan metro station is open 24 hours a day.

Return conditions:

• the presentation has been preserved;
• there are factory labels;
• original packaging preserved.

Internet: how to act

If the purchase was made online, the same rules apply as for in-person purchases. Using the OBI store website, the user submits a request to return the purchase by completely or partially canceling the order.

You can submit a request for a refund using the call center, which is open from eight in the morning until twenty-four hours.

You can cancel your order online before the product is shipped. If delivery is made, the buyer will have to pay the store's shipping costs.

However, if it is determined that the product is defective, the shipping costs will be paid by the store. In addition, if the consumer returns the product without defects within 14 days, he will receive a refund.

Another feature of service in OBI stores has been established. If the consumer returns the product within 14 to 121 days from the moment the product was received, the store will issue the consumer a gift card in the amount of the product.

Procedure for filing a claim

According to the rules of current legislation, it is possible to resolve a dispute peacefully without contacting official authorized bodies. To do this, you must submit a request to the seller. The claim is submitted within the warranty period established by the manufacturer or seller. If the expiration date was not determined initially, then you can apply within two years from the date of purchase. In some cases, it is possible to submit a claim after the warranty period has expired. The requirement to return a defective product in such cases is made within twenty-four months from the date of purchase, unless a longer shelf life is determined by the terms of the contract or the law. The responsibility to submit a complaint to the seller rests with the consumer.

A complaint can be sent to the store in the following ways:

1. Personal delivery. In this case, the person must independently come to the store and submit the application. This option allows you to negotiate with the seller and resolve the dispute as soon as possible.
2. Postal forwarding. This method saves the buyer from coming to the store on his own. It is relevant in situations where a person is at a great distance from the seller, for example, in another city, or if the product was purchased remotely. In this case, preliminary negotiations will not be possible. All issues are resolved through correspondence.
3. Transfer via the Internet. This option is similar to sending by post. A person does not need to come to the store on their own. All correspondence can be conducted without leaving home. In this case, the person must have at his disposal e-mail, as well as the necessary technical means to convert the sent documentation into digital format.
4. Trustee services. This option is used mainly when a person is not able to independently perform the necessary actions due to illness, old age or poor knowledge of current regulations. In this case, the legal representative must have in his hands a document proving his identity, a power of attorney confirming his authority, a drawn up claim, as well as all data related to the purchase of goods.

The buyer has the right, at his own discretion, to choose any of the options, based on his capabilities and the characteristics of the current situation.

How to receive the money?

The law stipulates that refunds for purchases with identified defects are made after ten calendar days. This period begins to count from the moment the products are returned to OBI.

As a rule, money is returned to the buyer’s card or other specified details. If you wish to receive funds in cash, the applicant must indicate this in the claim. Funds are credited to your account no later than three days.

The period provided for a refund is extended if the seller does not agree with the claim. Then the client will have to wait for the results of an independent examination. If the expert’s findings confirm the reason for the buyer’s demand, the money is returned within ten days.

If the product is purchased online, the money is transferred to the buyer's account from where the money came. Sometimes funds are transferred to a card operating under a loyalty program.

Return when found defective

If after purchasing the product the buyer discovers a defect, then further actions depend on the time that has passed since the purchase.

If a defect appears during the first fifteen days, the following are possible:

1. Replacement of the product with a similar one.
2. Purchase returns.

• Warranty product repair.

1. A discount on a product comparable to the identified defect.

After more than fifteen days, the buyer only has the right to warranty repairs. However, in this case, there is the possibility of returning or exchanging the goods.

Reasons for return:

• the occurrence of a defect that makes further use of the product impossible;
• inability to fix the malfunction at the service center within 45 days;
• The total duration of repairs at the service center is more than a month per year.

It should be borne in mind that the seller can conduct an examination of the returned goods for correct operation. If it is proven that the malfunction arose as a result of inappropriate operation, the buyer will have to refuse warranty repairs and also pay the cost of the examination.