Document title: Application for return of Lamoda goods Format: .pdf Size: 43 kb
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When purchasing various goods in online stores, you should always take into account that the package sent may not correspond to your preferences. Most often, the order does not match the size or color scheme, and in rare cases, low-quality products arrive.
According to the laws of the Russian Federation, everyone has the right to return the purchase back to the company. Therefore, if you ordered clothes or accessories from an online store, then you don’t have to worry. Knowing the procedure for processing a return, you can quickly get your money back. To do this, you need to fill out a return application form in Lamoda.
Reasons
Of course, in order to refuse a purchase, you must have some reason. Unlike equipment, where only a serious malfunction gives you a reason to contact the store, clothing and accessories can be returned to the seller if:
- They don’t suit you for personal reasons - you missed the size, they don’t fit right, the style makes it difficult to move, etc.
- They are not suitable for you for objective reasons - the items turned out to be of poor quality, with defects, hooks, faulty elements or torn accessories.
These two return cases are regulated by the Consumer Protection Law. It clearly states that you can refuse even a quality purchase, figuratively speaking, if your left heel itches. However, you will need to legally justify your “didn’t fit” color, incorrect shape/size, or unsatisfactory accessories in the set.
But low-quality clothing can be returned if there are undeniable defects that prevent you from using it for its intended purpose. That is, if you purchased jeans, and the quality of the fabric is such that after three days of wearing the seams the seams began to unravel or a fray formed on the thigh - feel free to return the goods to Lamoda in accordance with the manufacturer’s warranty obligations to sell only products of proper quality to its customers.
Lamoda does not refund money for defective goods
- the described product parameters do not match the received product;
- the packaging has been opened or damaged.
Considering that things are sold on Lamoda in accordance with the legislation of the Russian Federation, the rights of buyers are protected by the provisions of the Law “On the Protection of Consumer Rights”. Therefore, as a general rule, the online store has established a list of products that cannot be returned. The list includes:
- Products and products for personal use.
- Textile products.
- Cosmetics and perfumery products.
- Food containers and utensils.
- Sewing and knitwear.
- Costume jewelry and jewelry.
- Medical supplies.
- Underwear.
Electronics purchased at Lamoda are classified as non-food products, so they can only be exchanged if there is a serious defect.
Application for refund Lamoda
Store Terms
Lamoda sets conditions for returns that are quite “atypical” by law. Thus, online stores are distance selling points, and the 7-day rule should apply to them - if you return an item that does not suit you for personal reasons, and everything is fine with it, no problem. However, on the website in the “How to return” section, Lamoda claims that it will accept similar goods of good quality if you contact it with a statement within 14 days, standard for offline stores. Sometimes Lamoda also offers promotional periods when items can be returned within the first 30 days after purchase - however, you need to additionally ask the phone line manager about this.
Also, when returning a quality product, you need to make sure that it does not belong to the category of goods of Lamoda partners. Since this online store positions itself as a platform not only for brands, but also for other stores, when purchasing a “partner” product, you will have to return it to the partner, and not to Lamoda.
A prerequisite for any return of goods in Lamoda is also the filling out of their unique return form - it is located in the “How to return” section of the website. This form must be enclosed by you in the parcel or handed over to the manager at the goods collection point. Without it, the money will not be returned to you, since the store will not have a documentary request from you.
Possible methods of sending goods to the supplier
The specific nature of sales in online stores suggests that there are several ways to transfer a product to a return address. The buyer can return the product he purchased if defects are found or the product does not fit. Before returning an item to Lamoda, you should familiarize yourself with the possible methods of sending the item back to the store:
- If the order is delivered using a courier service, if the item received does not meet expectations, you can send the item back with the courier who brought it. Residents of the capital do not need to pay for this, since delivery within Moscow is free.
- You can return the product directly to the collection point. There are two similar places in Moscow, they are located at the following addresses: st. Fadeeva, 5, as well as st. Ordzhonikidze 9, building 1. The opening hours of each of them are 10:00-20:00. In addition to the product, you need to take with you your passport, payment receipt or sales receipt, as well as an application form that needs to be filled out and printed. This method is also not paid.
- What should people who live at a considerable distance from the capital do? The Lamoda website contains addresses for return points. They are located on the territory of Moscow and some populated areas. For residents of other cities, for example, Nizhny Novgorod, there is a third way: they will have to return products through Russian Post.
An important condition is to correctly fill out the return application. Detailed information about the product that must be included in the mentioned document should be found in the invoice delivered along with the order.
How to return
It is better to make all returns through the online form of the online store. It is located in your personal account, so in order to get to it, you will need to log in to the site with the account from which you originally made the order.
After this you need:
- Click on the “Profile” button that appears at the top of the site;
- Go to the “My Orders” section, the link will appear in the drop-down menu when you click on “Profile”;
- In the window that pops up, select the specific order that you want to cancel after the fact;
- In the available list of items you purchased, check the boxes that you are returning;
- Next to each item you select, write down the reason why you decided to return it;
- Next, choose a method of returning the money that is convenient for you - it can be either a bank transfer or a postal transfer.
- Enter the details of your bank, account and card - be sure to fill out all fields. Information about the BIC and the correct name of the bank is in the documents for your bank account or in online banking;
- Wait for your letter to be duplicated to your email;
- From e-mail you will need to print out the form sent by the system and sign it;
- Attach the form to the returned clothing - in the parcel or bring it in person to the collection point.
After this, you will need to collect the parcel. It must contain the goods you are returning with all tags and retaining their presentation (if you are returning a quality one), or without them (if a low-quality one); the return form you just printed; purchase receipt – if available. Instead of a check, you can attach the invoice that the courier gave you, or show a bank statement about the transfer of funds to Lamoda from the card.
The parcel or package will need to be transferred to Lamoda using any of the available methods (more on them a little later), and then wait until the goods reach the warehouse. You should receive an SMS about this. The ten-day period within which Lamoda guarantees the return of your money begins its calculation from the moment the warehouse receives your goods.
Lamoda – contact phone number, hotline, customer support service
If you encounter any difficulties, call the hotline at 8 or +7 (495) 134-00-40 . Polite operators will answer your questions. List of products that are not subject to return or exchange:
- perfumery
- socks, tights, stockings
- underwear
- jewelry
- medicines
- home use equipment
If the product has been used, the store has the right to refuse acceptance. Products are accepted back under the circumstances that there are no signs of wear, the box and labels are intact.
Shopping online is not only fast, but also economical and simple. Don't be afraid to purchase on Lamoda. The only thing when making purchases is to carefully inspect your order upon receipt. By signing the acceptance certificate, the fact of delivery of a high-quality product is confirmed.
Just in case, it would be a good idea to keep the factory labels and packaging.
Call the Lamoda operator and get qualified help
Lamoda complies with the laws regarding returns and makes this procedure as comfortable as possible for store visitors. You also always have the opportunity to find a replacement for an unsuccessful purchase on the site, since the range is regularly updated.
What is non-refundable
Lamoda here adheres to the list in government decree No. 55, although this ban is not relevant for distance selling. There may be a violation of your rights here, so ask Lamoda in advance if you want to return one of the products listed below to see if this is possible. If you are given a categorical refusal, you can “check” it with Rospotrebnadzor by sending there a complaint about the store’s non-compliance with distance selling rules.
So, by law, if you return quality items to a store, they cannot belong to the following categories:
- Underwear;
- Cosmetics;
- Socks and tights;
- Hats (often classified as garments);
- Swimwear;
- Perfumes;
- Costume jewelry or valuables;
- Products for personal use – combs, for example.
Moreover, if one of these products is found to be defective, you can return them under warranty.
Paid ones include:
- PickPoint – return to parcel terminals or automated Lamoda order pick-up points;
- Mail – you will have to pay for the “return” parcel, and the money will be returned only if the product is confirmed to be defective;
Free:
- Physical pick-up points in your city (not available everywhere);
- There are physical Pick-up.ru points in Moscow, Moscow Region and St. Petersburg.
The last method applies only if you initially received your clothes through Pick-up.ru.
Return Application
As already mentioned, the application is generated by the Lamoda system itself through an online form that you fill out. The only specific information you will need to provide is information when choosing a method for returning your money. To do this, you will need to find or ask your bank for the exact details for transferring funds to your account. When making a postal transfer, you will only need your address with a zip code (sometimes also your passport details).
Also, you can fill out the application manually if there is no information about your return on the site, or you do not have a personal account. The sample and instructions for filling out are here: https://www.lamoda.ru/help/article/obrazets-zapolneniya-zayavleniya-na-vozvrat-ru/. In this case, it will be necessary to find the article number of the clothes you purchased that you are returning, as well as describe the defect if you are returning a low-quality product.
Before sending Lamoda a parcel or submitting an application at one of the points, check your account details! If you indicated them incorrectly, the money simply will not reach you.
Refusal and its reasons
Sometimes, in response to a complaint, you may receive a refusal from the organization’s employees. The most common reasons for a negative answer are:
- The product is included in the list of products that cannot be returned.
- The product has lost its original appearance, there are clear signs of its use.
- The employee is not sure that the purchase of the goods was made on the official Internet portal.
- The equipment differs from that stated in the documentation.
- The application does not correspond to the sample form.
- The deadline for possible delivery of the product to the supplier has expired.
In some cases, the situation can be corrected: fill out the application again or include the missing details in the parcel. But in other situations, the company’s refusal will be completely justified, and the money for the order will remain with the supplier. If you disagree with the store’s decision, the citizen should file a claim in court.
