Terms for returning goods to Leroy Merlin: how long can it take to return with or without a receipt, how many days will it take for the money to arrive on the card if I return the purchase?

Oleg Anatolyevich

Consumer Protection Lawyer

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The international retailer Leroy Merlin has about 75 branches represented in many cities of Russia, which allows us to consider it one of the largest suppliers of goods for the home and construction. Therefore, the topic of the possibility and conditions for returning purchases in this well-known network will be of interest to many.

Is it possible to make a return?

Yes, the law provides for the possibility of returning goods, but there are conditions and restrictions. The Law of the Russian Federation of 02/07/1992 N 2300-1 (as amended on 07/18/2019) “On the Protection of Consumer Rights” will help you find the answer.

There are three possible scenarios when trying to return:

return of purchase;
exchanging a purchase for something of equal value;
refusal of exchange and return.

The management of Leroy Merlin is loyal to its customers , because the chain’s trading rules are based on well-established Western standards. Moreover, there is an opportunity to buy back packaged building materials purchased here, but not in demand, remaining after the completion of the renovation (original and undamaged packaging of tiles, porcelain tiles, laminate).

Normative base

The conditions for returning goods are regulated by Law N 2300-1 “On the Protection of Consumer Rights,” which came into force back in 1992. Based on Art. 25 of this legislative act, the buyer has the right to return the purchased product if no more than two weeks have passed since its purchase .

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

Attention

According to the Decree of the Government of the Russian Federation No. 55, adopted in 1998, curtains, being a product sold by the meter, cannot be returned to the store. This rule only applies to fabric products that are cut directly in the store based on the dimensions specified by the buyer. This does not apply to ready-made curtains, packaged in original packaging and having linear dimensions designated by the manufacturer, which means a return is possible.

Article 18 of Law N 2300-1 regulates the relationship between the buyer who purchased the defective product and the seller who sold it (knowingly or unknowingly). If the consumer finds defects in the product that were not specified by the selling party, then he has the right:

Return the purchased curtains within two weeks from the date of purchase or within the period determined by the administration of the outlet (this is a controversial point).
Demand immediate elimination of defects, and this can be done either by the seller or a third party (for example, a workshop or atelier). Of course, all defects are eliminated at the expense of the selling person.
Insist on a reduction in the selling price, commensurate with the defect on the purchased curtains.
Demand a replacement with an analogue or product of a different brand (with recalculation of the selling price of the purchased curtains).

Deadlines

The product is conventionally divided into two categories: low-quality and high-quality, but the buyer is not satisfied. Based on the quality characteristics, you can find out the legally limited period for making claims:

The product is of poor quality (Article 18 of the Law of the Russian Federation dated 02/07/1992 N 2300-1). Claims are accepted within the established warranty periods, if unspecified - within a reasonable time, but no later than two years from the date of transfer to the buyer. The date of transfer is unknown - calculation begins from the date of release of the goods (Article 19 of the Law of the Russian Federation of 02/07/1992 N 2300-1).
The product is of high quality, but is not satisfied with some properties (Clause 2 of Article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1). Claims will be accepted within 14 days (not including the day of purchase). An exchange is assumed here (discussed in paragraph 8), but in the absence of an equivalent product for exchange, a return is also possible.

The Leroy Merlin administration notifies customers on its website that the period for accepting claims for goods has been increased to 100 days from the date of purchase.

Due to quarantine measures, the return period for goods purchased between January 1 and July 1, 2021 has been extended to 1 year from the date of purchase.

More details about return periods are written in a separate article.

Is it possible to return custom-made curtains?

According to Art. 4 of the Labor Code, the contractor is obliged to transfer to the customer an individually defined item, the quality of which must comply with the contract. If the customer finds shortcomings, he can demand their elimination free of charge, a reduction in the cost of purchased curtains, or the production of a similar model from the contractor’s material. To do this, the consumer must return the defective product to the contractor. Based on Art. 720 of the Civil Code of the Russian Federation, if there are complaints about the quality of curtains from the customer, he can initiate an examination. If the expert concludes that the contractor performed his work efficiently and did not violate the contract, then the customer will pay the cost of the examination.

IMPORTANT

Based on clause 4 of the List approved by Government Decree No. 55 of January 19, 1998, individually defined items related to textile goods, including custom-made curtains, are not subject to return or exchange.

Terms and Conditions

You can return goods to Leroy Merlin if:

The product is of poor quality - you must meet the claim deadlines and present a payment document.
The product is of high quality, but there is no equivalent for replacement - you need to meet the claim deadlines, present a payment document, the returned product must retain all its properties and appearance.
The product was purchased from an online store - the claim deadlines must be met.

Returns of goods are carried out during store opening hours. All options will be discussed in more detail below.

Rules for returning goods to Leroy Merlin

What do they take back?

The following will be returned:

defective goods;
a quality product that did not meet some criteria, in the absence of an equivalent one for exchange, not named in Decree of the Government of the Russian Federation of January 19, 1998 N 55 (discussed in paragraph 4.2.).

Whether it is possible to return paint as a household chemical product is indicated in Decree of the Government of the Russian Federation of January 19, 1998 N 55. Therefore, if there are no questions about the quality of the purchase, the buyer has no right to demand a return.

The Leroy Merlin administration does not return or exchange tinted paints, measured, weighed, cut or expired goods.

What is not accepted?

Decree of the Government of the Russian Federation dated January 19, 1998 N 55 (as amended on December 5, 2019) approved the goods prohibited for return:

medicines and household medical products;
personal hygiene products;
cosmetics, perfumery;
products sold by the meter: textile, cable, construction, finishing;
sewing and knitwear products;
polymer food containers;
household chemicals;
furniture;
jewelry products;
vehicles, motorcycles, bicycles, trailers, ships;
complex household appliances with a warranty period;
weapons and components;
animals, plants;
printed products.

Can I go to another store?

Another advantage of servicing at a retailer is the ability to make purchases in one store and return them to any other. Naturally, subject to all requirements for returning goods.

How to return goods to Leroy Merlin without a receipt

In the construction trade network, it is possible to receive money for products or make an exchange in the absence of a sales receipt.

How many days

The same period has been established as for returning goods with a receipt - 100 days.

Product requirements

Working condition, original packaging, compliance with configuration and consumer capabilities.

Required documents

The list of documents is identical to that provided in case of returning goods with a receipt. Namely:

identification document;
for non-cash payments - the bank card with which the purchase was made;
evidence that the product was purchased at the Leroy Merlin shopping center.

If everything is clear with the first two points, then the last one causes difficulties. So, how can you confirm that the product was purchased at Leroy Merlin in the absence of a receipt?

A receipt can be obtained by contacting the information desk of the hypermarket where the buyer purchased the desired product. An employee of this department will ask you to name the exact or approximate date of purchase and the amount paid for the product. If there were other goods on the receipt, you also need to remember them.
If the purchase was paid for with a bank card, you can restore the receipt using it. Be sure to take the card with you to the store, and also make an extract for the transaction at Leroy Merlin.
Owners of Leroy Merlin service cards will be able to restore a receipt without any particular difficulties. Information about all purchases can be found in your personal account on the website.

How to return a purchase?

The main step if you need to return is to file a claim with the seller. For the convenience of clients, the Leroy Merlin administration provides a general list of items and documents required to be presented for return on the official website:

payment document (check);
returned goods;
passport;
bank card (if payment was made using it).

Next you need to fill out an application. The easiest way to fill out an application is to use a ready-made form from the retail chain.

Recommended for filling:

store - seller;
personal data of the applicant;
returned goods;
Date of purchase;
purchase price;
reason for return;
articles of legislation allowing returns;
details for returning to the card (if payment was made by non-cash method);
Date of preparation;
applicant's signature;
list of attached documents.

With a check

A refund provided there is a payment document does not raise any special questions and involves the following steps:

contacting the seller;
filling out an application and providing documents;
direct return of goods;
receiving funds.

Without a receipt

If there is no payment document, but there is a need for a refund, you need to competently justify your demands, supporting them with legal norms. Having strong evidence of purchase and relying on clause 5 of Art. 18 (return of low-quality goods) and paragraphs. 3 p. 1 art. 25 (return of quality goods) of the Law of the Russian Federation of 02/07/1992 N 2300-1, you can demand a return.

Oleg Anatolyevich

Consumer Protection Lawyer

Ask a Question

To quickly collect evidence and save time, it is easier to contact the retailer branch where the purchase was made.

It is advisable to indicate the exact date of purchase, what other purchases were on the receipt and the amount of payment. The task can be made easier by payment made from a personal bank card. If part of the packaging with a barcode has been preserved, then you can use it to try to find out the date and time of sale. In addition, witness statements (preferably two witnesses) and video from surveillance cameras can serve as evidence. Otherwise, the return algorithm is the same as with a check.

Purchased online

Returning online orders is a fairly new topic for Russian legislation; there are very special rules for returning them.

You can cancel your purchase before receiving it, or after receiving it within 7 days. If the buyer was not informed in writing about the terms of return of purchases during delivery, then the goods can be rejected within 3 months from the date of delivery of the goods (Clause 4 of Article 26.1 of the Law of the Russian Federation of 02/07/1992 N 2300-1).

The provisions of Decree of the Government of the Russian Federation of January 19, 1998 N 55 for virtual purchases do not apply, so a return of any purchase is possible.

Funds are returned to the card from which they were previously debited within 10 days from the date of application.

How to return curtains of proper quality?

According to the general rules, a citizen who intends to return curtains without defects to the store must notify the seller about this. That is, you just need to come to the place of purchase and bring with you the unwanted (unsuccessful) purchase, a cash receipt (the absence of a receipt is not a reason for refusal to return curtains, Article 18, paragraph 5 of the Law “On Protection of Consumer Rights”), a return application ( in duplicate) and your passport. In order for the process to go smoothly and not raise unnecessary questions from the seller, you need to follow the rules for returning curtains to the store:

The returned item must be in its packaging, with all labels, tags and stickers. If the packaging is damaged, the seller reserves the right to decide whether to accept such goods or not. The refusal is motivated by the impossibility of further selling curtains without factory packaging.
There should be no traces of use.
You must present a cash receipt or other evidence that the purchase was made in this store. The price tag is also capable of taking on the role of evidence, as well as the confirmation of one witness.

Please note:
A claim for a refund can be considered by the store administration for 10 days (Article 22 of the Law “On Protection of Consumer Rights”), but no more. Funds paid for curtains must be returned to the buyer within 3 days from the date of return of the product (Article 25 of the Law “On Protection of Consumer Rights”). To be guaranteed to get their money back, the consumer must refuse all exchange options, citing the fact that the store does not have a curtain model that meets all the criteria.

The law does not provide for the return of curtains whose size has been “adjusted” at the request of the client.

Refund

The law requires a refund within:

10 days from the date of the claim for low-quality goods (Article 22 of the Law of the Russian Federation dated 02/07/1992 N 2300-1);
3 days from the date of return of quality goods in the absence of an equivalent one for exchange (Clause 2 of Article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1).

When purchasing with a gift card, the customer is given a refund card instead of money.

Cash

The purchase was paid for in cash - the refund is issued in cash through the cash register upon application.

On the map

The purchase was paid for with a bank card - the transfer will be made to the same card.

Hypermarkets promptly refund funds, but since the transfers then go to the bank, the time for crediting the money depends on the bank that issued the card. Basically, enrollment takes 10 calendar days, but according to banking rules, the maximum enrollment period is longer - up to 30 working days.

Returning curtains to the online store

Even a high-quality product cannot be returned if it has individually defined properties, and it can only be used by a specific consumer, since it was created specifically for him. This product group includes cuts of fabric, ribbons, lace; tailor-made clothing, exclusive jewelry and curtains, the linear dimensions of which are determined by the buyer. It follows from this : custom-made curtains cannot be returned either to the studio, or to a real store, or to an online store (Resolutions of the Government of the Russian Federation No. 1222 of 10.20.98 and No. 81 of 02.02.2002).

Additional Information

Online trading has its own characteristics. For example, a buyer cannot make the right choice of product, since the process of purchasing curtains is carried out remotely, and without his direct participation (he cannot examine and really evaluate the product, touch it, etc.). Therefore, online stores that respect themselves and their customers make some concessions: they allow the return of goods, even if its packaging has been opened. But not all virtual points are so loyal, so the client has to fulfill some conditions. For example, he can open the package with curtains only in the presence of the courier (if he refuses the purchase, the delivery cost will still be paid) or at the pick-up point.

Exchange

A product that is not suitable for the consumer due to certain properties that do not affect the quality can be exchanged within 14 days, not counting the day of its purchase (clause 2, clause 1, article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1). To confirm the purchase, a payment document is provided, but if it is not there, then it is possible to use witness statements and other evidence.

The returned product must not show signs of use and retain all its properties, as it must be returned to the shelf for further resale.

Goods specified in Decree of the Government of the Russian Federation dated January 19, 1998 N 55 are not subject to exchange.

In the event of returning an item for exchange, but in the absence of an equivalent item, the buyer retains the right to choose. He has the right to choose: to wait for the receipt of an equivalent replacement or to demand the return of funds within 3 days from the date of return (Clause 2 of Article 25 of the Law of the Russian Federation of 02/07/1992 N 2300-1).

Leroy Merlin most often offers the opportunity to choose: return or exchange of goods, and the client himself determines his priorities. But due to constant inflation and rising prices, it is still more profitable to exchange a low-quality product for a new one, since you will no longer be able to purchase an equivalent product with the returned funds (for example, if you return a screwdriver purchased six months ago and is out of order, you can purchase the same one only with an additional payment, so the exchange is more relevant).

Return of defective curtains

Uneven patterns, holes, ties, fabrics of different lengths, poor-quality fittings - these are just some of the defects, the presence of which indicates that the curtains are defective and need to be returned to the store. This is where Art. 18 of the GDPR, and the consumer can take one of the four actions described above .

IMPORTANT

Products accidentally or intentionally damaged by the buyer cannot be returned or exchanged. If the consumer has torn the curtains, burned them, or washed them using aggressive bleach, then he should not take them to the store, since he will be refused a return with the wording “negligent use resulting in property damage.”

Before you take your scrap to the store, you need to make sure that you have with you:

Passport.
A document confirming the fact of purchase (sales receipt, receipt, cash receipt).
Return application.

If, when making a purchase, a citizen signed a document that the product he purchased was free of defects, but in reality this turned out not to be the case, then if a manufacturing defect is discovered on the curtains, he is entitled to file a claim. In turn, the seller can send an allegedly low-quality product for examination in order to determine the true nature of the occurrence of defects.

If the expert makes a verdict - “manufacturing defect”, then the buyer’s requirements are strictly satisfied; the procedure may take 10-30 days. If, during the examination of the curtains, it is revealed that the product was damaged by the buyer, then no one will satisfy the consumer’s demands, and in addition, the citizen will have to pay the cost of the examination.

What to do in case of refusal?

If you still refuse to return, then you need to start restoring justice by writing a complaint addressed to the store administrator. It must describe in detail the significant details of the purchase, indicate the reason for the return, and indicate regulations confirming the correctness of the buyer’s actions and demands. Be sure to keep a copy of the claim with a note of receipt by the seller.

If a response is not received within a reasonable time and the conflict is not resolved, it is recommended to contact Rospotrebnadzor . If the conflict continues to be unresolved, then a more costly option remains - going to court.

How many days does it take for money to be returned?

After the buyer contacts the store regarding the return of some products, the store has the right to review the application and return the money within a certain period. It is important to note that the money is returned in the same way as the payment was made.

That is, if there was a cash payment, then the refund will be in cash , and if non-cash, then only to the card with which the buyer paid. And here there are several important nuances for each type of payment.

Cash

If the buyer has provided all the documents mentioned above, then the refund will be made in the same way as payment was made. By law, the entire amount is returned within 10 days . But, as practice shows, the money is returned immediately after checking the goods. They can only be detained if there are any questions about the product or its configuration. In this case, the application will be considered for up to 10 days, after which the buyer will be given a response.

On the map

In this case, the person who paid with it receives the money on the card. You cannot change the return method, only the way the payment was made, and exactly to the card you paid with. The return process is the same as with cash. The application is reviewed within 10 days, if the product is of proper quality, the money is returned to the buyer’s card. This usually happens right away.

There may be delays from the bank. In this case, store representatives recommend leaving a receipt for the refund until you receive it.

The terms and conditions for returning goods, as well as refunding money for them, are described here. But sometimes there are some nuances that are important to take into account. To do this, it is better to contact representatives at the Leroy Merlin shopping center to resolve all additional issues.

Procedure for returning goods

Returning construction products is complicated by the fact that most of them are quite bulky and require separate transportation. Therefore, before you load the products into the car and go to the supermarket, make sure that you follow the return policy and can qualify for a refund or exchange of products.

The procedure for delivering purchased products to Leroy Merlin is as follows:

Make sure that the stated warranty periods allow you to return the product.
Check the integrity of the packaging and contents.
Find the sales receipt confirming the date of purchase.
Bring your passport or driver's license with you.
Contact the same store where the purchase was made.
Write a statement.
Give it to the manager along with the product itself.

If the product is subject to replacement, the Law provides the seller with up to 30 days to complete the replacement. Of course, the exchange can take place on the same day if the necessary products are available. But if you have to order them separately, you will need to wait a maximum of a month.

Returning products to online stores

The content of the article

The procedure for returning goods to Leroy Merlin is simple and does not take much time. You can return purchased items in the following cases:

The period for returning a purchase from the day it was purchased is no more than one hundred days.
Things are included in the list prescribed by law.

The conditions for returning goods to Leroy Merlin are such that in order to get your money back you need to visit the store where it was purchased and provide a cash receipt, as well as a passport.

During the return period of one hundred days, the procedure is possible not only under warranty, but also simply at the request of the buyer, if the item is returned in good condition. To carry out the procedure, the client must provide a cash or sales receipt indicating the purchase, and an identification card.

Payment deadline

When the only question is about getting money back, the return procedure remains unchanged until the last point. In the application, the consumer will have to indicate the amount to be received. If you need to make a calculation, the manager at the counter will help you calculate how much the remaining tiles, wallpaper or other products cost.

Within 7 days, the store returns funds to the buyer in the specified amount.

In this case, the money arrives to the person in the same way in which it was transferred to the store. If the payment was made in cash, then on the specified day the consumer will have to come and receive the money. For non-cash payments, the amount will be credited to the card from which it was withdrawn. When returning to a bank account, the transfer time remains the same - 7 days, but the amount may reach the owner later, due to intra-bank transactions.

Return Application

Delivery of high-quality or low-quality goods is carried out in strict accordance with Law No. 2300-1 of 02/07/1992. According to the rules established by the legislation of the Russian Federation, the consumer has the right to contact the store for an exchange of products or a refund of the money spent within a strictly established time frame in compliance with the mandatory conditions. The appeal must be in writing, in the form of a statement.

At Leroy Merlin, the return system usually does not cause problems, so managers at specialized counters have forms for such applications and can even provide samples to fill out or tell you how to correctly express your requirements. The form is drawn up in two copies, one of which remains in the store, and the second is given to the applicant. If the manager refuses to accept the claim, then the buyer has the right to send it by mail to the address where the supermarket is located. Such a letter should be issued as a registered letter with return receipt requested.

Compilation rules

The claim form does not have any strictly fixed forms. The store may have developed some of its own statements that will simplify the filling out procedure. But the complaint can be written in any form; this will not be a violation of the law.

When filling out a claim, the main thing is not the form, but the content. Therefore, it is important not to skip the required blocks that such a statement should consist of. The form must indicate:

The name of the store and its location address.
Your full name, registration or residence address, contact numbers.
Reveal the essence of the purchase made - when and what was purchased.
Reasons for return.
Refer to legal regulations.
State your own vision of solving the problem.
If we are talking about a refund, then indicate the amount.
In the list of attachments, indicate check numbers or names of other documents.
Sign the application and put the date on it.

Do not forget that to file a claim, the applicant’s passport or driver’s license is required.