Refunding money to Wildberries - conditions, terms, problems and reviews

Dejected by an unsuccessful purchase, people usually want to quickly forget about the current situation. Therefore, returning goods on the Wildberries website is quite simple. This article will tell you how to get your money back for an unsuitable, defective or low-quality product. We provide illustrated instructions for completing the application. Find out more about the store's requirements and possible pitfalls on the path to restoring justice.

Items ordered online at Wildberries are very easy to return to the store

What items cannot be returned?

It should be immediately stipulated that all purchases can be divided into two groups:

• food;
• non-food;

Let's look at examples of how to cancel a purchase on Wildberries.

Food

The Wildberries online store sells food products, so the question is relevant. According to the law, food products can be returned only if they are found to be defective (the expiration date has expired, the packaging has been opened, the product cannot be consumed, although the expiration date has not yet expired).

Cancellation can be done in two ways:

1. independently prove that the product is spoiled - it is better to detect the damage at the point of delivery;
2. prove that the products are spoiled through examination.

Non-food

There is a regulated list of items that are not subject to return or exchange after use:

• animals and plants;
• personal hygiene products: cosmetics, toiletries, underwear, hosiery, towels;
• products sold to order (by footage);
• jewelry;
• Books and magazines;
• furniture;
• household chemicals;
• technically complex items that have a warranty period;
• medical products.

Expert opinion
Victoria Kuznetsova

Lawyer-consultant

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Products from the list are subject to return in the following cases: low quality, expired, defective products. It is better to check such parcels on the spot, otherwise problems may arise and it will be more difficult to submit a request.

Reasons for delay in payment

If Wildberries has not returned the money for returning the goods, you should not immediately file a statement of claim. Initially, a pre-trial resolution of the issue is carried out; if this procedure is neglected, the claim may be withdrawn.

Expert opinion

Victoria Kuznetsova

Lawyer-consultant

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It is necessary to find out the reason for the delay; it is worth remembering that the regulated period for refunding money is 10 days . This is the maximum agreed period during which no action can be taken. The main reason for the delay is the bank, especially if the return occurred on non-working days and holidays.

Returning goods of proper quality

Products of proper quality can be returned immediately - at the place of acceptance. It is better to have items on the non-returnable list delivered to the point of issue, but if this is not possible, it will not be possible to return the goods of proper quality according to the law. All other products must be submitted as a claim and are subject to return.

Causes

Before you issue a return to Wildberries, you must indicate the reason:

1. the size did not fit (clothes, shoes);
2. not satisfied with the quality;
3. does not match the description;
4. didn't like it.

Terms and conditions

An important condition is the preservation of the product’s appearance: packaging, tags, absence of traces of use . It is also worth paying attention to the presence of a receipt (delivery note). Some stores establish a mandatory condition for the presence of a receipt, but by law you can use other methods of confirming the purchase: a bank statement for payment, confirmation by a witness, other documents confirming payment.

The regulated period by law is 14 days (not counting the day of purchase), Wildberries provides an extended warranty - 21 days , with the exception of previously agreed terms during registration.

Why haven’t I received funds on my card from Wildberries yet?

Sometimes, after canceling an order, the regulated period expires, and the money never arrives on the card. In this case, we can talk about technical problems or a hitch that arose at one of the stages of refunding money. The step-by-step procedure is as follows:

1. The accounting department transmits copies of applications submitted by clients to the banking institution with which the company has signed a service agreement. This process can take from several days to a week.
2. The application is then registered in the system (the procedure takes up to three working days). During this period, documentation is checked for accuracy.
3. The application is then sent for execution.
4. The respondent bank, which is engaged in servicing the online store, after receiving the information, debits money from the organization’s balance sheet. To speed up the procedure, it is recommended to send a scanned copy of the cash receipt confirming the fact of returning the goods.
5. Funds are credited to a bank (“correspondent”) account.
6. After checking the transaction, a confirmation request is sent, and then the spending limit on the personal account is increased.

If, during verification, the respondent bank of the online store does not confirm the transaction, the money will be returned after 30 calendar days. In the case of commercial organizations, funds are credited much faster than with state banks.

Methods for returning goods

The online store returns goods in two ways:

• through an official courier;
• at the points of issue.

Other methods are available only upon written request.

Via pick-up and delivery point

The easiest way is for the buyer to fill out an application at the official issuance centers. It is better to verify the quality on the spot and refuse the purchase upon receipt. If for some reason you are not satisfied with the product during operation, you can submit a request in the office or personal account.

It is recommended to keep the receipt, box, tags for 21 days .

Via courier

If delivery by courier is available in the city, you can submit an application through it. It is enough to call the hotline and order a courier, he will help fill out the application, and within 7 working days . The review status can be tracked in your personal account.

Russian Post

If there are no collection points in the city and there is no courier service, you can contact the technical support service and make a return request by sending it by Russian Post. The application must indicate the reason for the impossibility of sending the parcel in another way.

Via parcel locker

It is also carried out upon application, but in most cases specialists refuse, because Where there is a parcel terminal, there is usually a company office.

Via the app

Returns for defects are available in your personal account. Detailed instructions on how to return goods to Wildberries after payment in your personal account:

1. Go to the “ Design ” section and click the create button.
2. The system will automatically transfer the user to the “ Purchases ” section, where it is necessary to select the items that need to be purchased.
3. Only those purchases that have not expired from the date of receipt (21 days) will be available for cancellation.
4. Next, we return to the “ Design ” tab and indicate the reason.

The application is processed within 7 working days . Subsequent actions: deliver the order to the pick-up point, to the courier, or send it by any agreed method to the warehouse address.

What to do if there is no return from Wildberries for too long

If the refund deadlines are violated, the consumer has the right to demand the store pay a penalty. Even if the fault does not lie with Wildberries, your request should be satisfied. To obtain compensation for losses, the store will have to contact the bank that caused the delay.

If you are concerned about how many days it will take for your Wildberry card to receive a refund, contact your bank or store for more information. The accounting department will have to explain the time frame during which all operations were carried out according to your application. Also clarify at what stage the process is currently at.

Russian legislation prohibits returning cash payments made using a bank card. However, if errors occur during the non-cash transfer process, the receipt of funds is delayed for 140-160 days. If you are determined and want to punish the bank and store for poor organization, you can go to court.

However, in most cases, if problems arise on the Wildberries side, it will be enough:

• write to company representatives;
• call support;
• make noise on social networks.

  
  Contact Wildberries via chatbot on Facebook

Wildberries asks not to duplicate online requests across different channels. However, the company's employees themselves claim that clients need to be reminded about themselves so that their applications are processed faster. If you want to speed up the return process, use the available options for interacting with the system.

Even if the service slows down for a couple of days and tries to justify its actions, there is a high probability that on the same day it will fulfill the client’s request and credit the money to the personal account balance. The next day they may already be on your map.

Returning goods of inadequate quality

It is not always possible to verify the quality on site, so sometimes you have to issue a return after use. Products of inadequate quality are processed through an application. The buyer can issue a return indicating the circumstances that have arisen; if for some reason the online store refuses to accept the goods, an independent examination can be issued, on the basis of which the seller is obliged to accept the purchase back.

Causes

A product of poor quality is definitely a defect . There cannot be any other reasons, for example, the buyer purchased jeans whose seams came apart during use. This fact is considered a marriage, you can safely submit an application.

Terms and conditions

The application review period is 7 working days . The status of the application is tracked in the Wildberries personal account, the registration process is the same as for products of good quality.

Before you issue a return to Wildberry, you must determine the status of the defective product.

1. More than 21 days have passed, a defect has emerged, the product does not have a warranty period from the manufacturer - you can return it within 2 years, but there are certain conditions.
2. Less than 21 days have passed, a defect has been identified - the application is accepted under general conditions.
3. The product has a stated warranty period - during this period you can apply for a return.

The seller is obliged to put a stamp and date of issue on the warranty card, otherwise problems may arise with processing the return.

Registration procedure

Consists of filling out an application. All options are available, but the most popular methods are: personal account, courier, company pick-up point.

Submitting an application through your Personal Account

The use of this method is relevant; you can fill out an application without leaving your home. To do this, go to your personal account, hover over “ Profile ” and select the “ Appeals ” section. Open the “ Check ” tab and issue a return for defective items.

When filling out the form, you must attach photographs that show the reason for canceling the order.

Returning goods through a Wildberry pick-up point

The most accessible way, the specialist will fill out the application himself, the buyer can only wait for an answer. If the marriage is obvious, then the decision is made immediately. The money will be returned to the account from which the purchase was made.

What to do if you refuse to accept a defective product

It is necessary to prove the marriage . Online store employees make decisions on their own, and the buyer waits for an answer. If a negative decision was made, the applicant has the right to conduct an independent examination; upon confirmation of the defect, the store will return the money and reimburse the costs of the examination.

When can you return money to Wildberries?

The buyer has every right to a refund in cases established by law. Funds are returned to the card (account) from which the payment was made. Returns are possible from the moment the parcel is confirmed and paid for, until the expiration of the product warranty period, which is established by the store, manufacturer or law.

Returning goods after payment

Having received the goods at the Wildberries distribution point, the money is returned by submitting an application, which can be created in any of the following ways:

• online registration using your personal account;
• using the services of a courier (Wildberries representative);
• at the company's point of delivery.

Refunds are made using the previously specified details after confirmation of the application.

Canceling an order on the website

If the buyer mistakenly placed a delivery or changed his mind about purchasing one or another item from the list, you can cancel the order on the website within half an hour. The following types of cancellation are available.

1. Complete cancellation. In your personal account, find the “ Purchases ” section and find the delivery that needs to be cancelled. By clicking the more details button, cancellation will be available.
2. Partial cancellation. Also find the general order, and hover over the item to be canceled - a clickable link “ Cancel delivery ” will appear.

Refunds may take up to 10 calendar days , but usually the transfer of funds takes no more than 3 days.

Cancellation of delivery

If the buyer has arranged delivery by courier, it is not possible to cancel it. In order to pick up a parcel at the point of delivery, you need to track the moment of arrival and pick up the goods before they are handed over to the courier service.

Cancellation of delivery is possible if it is delayed; to do this, you need to wait for the designated arrival date and if the products are still on the way, the “ Cancel delivery ” button will become active. Wildberry refunds the money in the same way in all cases - up to 10 days .

Paid return to Wildberries

An innovation of the online store, which is being carried out in test mode. It was not legally justified and was not introduced in all regions of the country, but the practice does not stop to this day.

Link official rules for using the Wildberries trading platform: https://www.wildberries.ru/services/pravila-polzovaniya-torgovoy-ploshchadkoy.

In which case is the refusal paid or free?

Free cancellation is available in two cases:

• the buyer managed to complete it within the first 10 minutes after payment;
• Package delayed.

In all other cases, the refusal will be paid, even if the product does not meet the specifications, or you simply did not like it.

How much does a return cost?

Before returning an item to Wildberry, you need to evaluate whether it is worth it? In some situations where cost is low, failure is not cost-effective because Wildberries will return the funds minus 50 rubles .

This amount is not established in all regions , but is fixed for any cost category.

What should I do if Wildberry does not return my money?

Recently, there have been cases when Wildberry does not want to return money for an item, and you will have to work hard to get the funds back on the card.

In this case, the following steps may help:

• Write an appeal to Wildberries support in your Personal Account. Specify the subject and section of the appeal, provide your phone number and the article number of the product you returned;

• Write a statement to the local office of Rospotrebnadzor (Federal Service for Supervision of Consumer Rights Protection). A list of service branches can be found at https://www.rospotrebnadzor.ru/region/structure/str_uprav.php;
• Write to your bank a statement of disagreement with the transaction for which funds were debited from your account for the goods that you returned;
• Contact the store group on the VKontakte social network https://vk.com/topic-9695053_23685833. They can help you with returning money from Wildberries to your card;
• Call the Wildberries support line at the toll-free hotline 8-800-1007505 and create a request for a refund. Also, do not forget to indicate the article number. Please indicate the article number of the item you are returning
• Send a pre-trial claim to the legal address of Wildberries (a lawyer you know will help you draft it). Usually in this case the store returns the money, since litigation is a rather troublesome and costly matter.

Please note that the store is quite reluctant to return goods, so it will be necessary to comply with all the requirements of the store, returning the goods safe and sound. If a refund is refused, we recommend contacting store support, and if this does not help, complain to Rospotrebnadzor and file a lawsuit.

Refund on Wildberries

Reviews about the return of funds to Wildberries are mixed. Most buyers complain about the lack of proper interaction, the money is simply not returned and they have to contact higher authorities to return the funds.

Cash

Recently, the online store sends parcels only with full online prepayment; it is impossible to make a purchase by cash on delivery.

Cashless payments

Cashless payment is the only payment method today. When making a return, you must fill out a request and the money will be returned to the account from which the payment was made.

Terms and conditions for returning money to the card

If the application is approved, the funds are immediately returned to the customer’s card. The crediting period depends on the bank (maximum 10 days).

Statement

If you need to return the funds according to the details, you can contact the official email [email protected] with a statement.

statements

Where to complain in case of refusal

You must request an official refusal from the representative by email. To do this, you will need to write a letter asking for an official response (with a stamp and signature). You will have to wait no more than 30 days. In case of repeated refusal or absence of an official response, you can contact the prosecutor’s office and declare the incompetence of the actions.

What to do if the money is not returned after returning to Wildberries

Wildberry is required by law to accommodate your request if you wish to make a return. If you have not received money or a replacement, then write a complaint.

Where to turn in this situation:

• To Rospotrebnadzor.
• To the prosecutor.
• To the Consumers Union.

Representatives of Rospotrebnadzor are constantly working with organizations such as Wildberries.
Refusal to issue funds may result in the Wildberries marketplace being fined. Of course, this will only happen if your demands are fair and comply with the rules established by law.

If not too much time has passed, contact the bank. Write an application for chargeback. Attach copies of documents confirming the return of the item. To do this, make a scan of the receipt and application.

Customer reviews about returning Wildberries

Paul. He writes that he purchased a watch with a leather strap at Wildberries, upon receipt he doubted the quality of the product and refused it on the spot. I waited for a refund for more than a month, after several calls to the hotline and a couple of letters to the official mail.

Irina . I couldn’t wait for the money to be returned to the card: I called and wrote. The money was returned only after I sent a registered letter with an application by mail, the total period was more than two months.

Application for refund

If the buyer has blocked the account, changed the bank or details, it is necessary to write a statement and send it to the official Wildberries email: [email protected] .

statements

How to submit an application?

1. To and from whom in the upper right corner. To whom – the general director (specify the full name and legal name of the organization). From whom – full name (as indicated in your personal account), passport details.
2. General description. It is necessary to indicate when the goods were purchased, the date, amount (in words), and the number of the purchase and sale agreement concluded electronically.
3. State the reason for changing the details.
4. Provide details - you can take an extract from your bank account and attach it to your application.
5. Mandatory phrase at the end of the application: bank details are correct, I confirm the transfer using the specified details.
6. Conclusion: enter the date of completion, signature and transcript.

Popular questions

Can I return underwear to Wildberries?

The law states that returns are not possible, but if an obvious defect is detected, you can refuse the product upon receipt. If a defect is found in a sock, it is necessary to conduct an additional examination.

Is it possible to return electronics and equipment?

Legal reasons for return: defect, defect, non-compliance with stated characteristics, shortage, lack of certification or warranty.

How to return shoes and submit a claim?

The standard return period is 14 days - if there are no signs of wear and the product's original appearance is preserved. The warranty period by law is 2 years, reasons for return: defective sole, cracks in the material, shoes leak water, deformation, impossibility of wearing.

Can books be returned?

Reasons for return: obvious defect, traces of use, content does not correspond to the table of contents. It is better to check the first two points upon receipt, but the last is the basis for a guaranteed return.

Is it possible to return costume jewelry and jewelry?

If you find a defect or non-compliance with the stated characteristics, you can return the product. If the jewelry does not fit in size or is not liked later, a return is possible only with an official statement and consent of the supplier/manufacturer.

Is it possible to return cosmetics to Wildberries?

Only if a defect is detected or an allergy occurs (must be proven by an examination and a medical report). If the buyer is not satisfied with the cosmetics in an aesthetic sense, a return after use is not possible.

Reviews

I applied for a refund through my personal account on the Wildberries website. When I contacted the support service, the managers said that the money would arrive on the card within 10 days. 2 weeks have passed, but there has been no transfer. I called Sberbank, they answered: there was no delay on their part. Wildberries employees do not give a clear answer. Perhaps the delay is due to the unstable situation in the country, but I would like the service to reach a higher level.

Alina, Ekaterinburg

I made purchases from the online store wildberries.ru several times, returned them several times, and no problems arose. The money always arrived within a time period of one to three days. It is now the eleventh day since I submitted a request for a refund, but the money has not arrived on the card. Managers constantly feed you breakfast and do not give a specific answer on payment terms. After reading reviews online, I realized that many Wildberries customers faced a similar problem.

Elizaveta, Moscow region