The most frequent violations of consumer rights in Russia

Many people had a bad experience in the supermarket - from buying an expired product and incorrect price tags to inspecting personal belongings by a security guard. Someone will just sigh and waved his hand in the certainty that it's useless to fight with such cases. And this is not so, because the side of Russian buyers is a solid "help": the law "On Protection of Consumer Rights" and the Civil Code.

We present to you common variants of consumer rights violations and ways to deal with them .


  • 7. The product is overdue
  • 6. The price is on the price list, and on the cash register - another
  • 5. Forced repair
  • 4. The package is damaged or the product has broken
  • 3. Infinite examination of
  • 2. Put things in the storage room
  • 1.Present things to the inspection

7. Goods are overdue

The consumer's right to safety of goods is enshrined in Article 7 of the Law "On Protection of Consumer Rights".And according to article 18 of the same document, you can return a substandard product to the store for its replacement or refund. If there is no check, then two witnesses will be required to confirm that the product was purchased at that location. If the merchant regularly sells overdue goods, you can file a complaint with the regulator - Rospotrebnadzor.

6. The price on the price tag is one, and on the cash register - another

Currency fluctuations and an unstable economic situation lead to a frequent change in the prices of goods. If you do not sell the product for the price written on the price tag, or refuse to return the difference in money that was found after issuing the check, it is a consumer fraud. In this case, you need to write a complaint to Rospotrebnadzor, in connection with violation of Article 101 of the Law "On Protection of Consumer Rights".

5. Forced repair

It happens that the store repairs the goods, despite the fact that the buyer demanded money back. To prevent this from happening, you need to clearly and in writing formulate your requirements for a shopping mall. According to Clause 1 of Article 18 of the Law "On Protection of Consumers' Rights" you can: demand a full refund of money, replacement of a defective good with a quality one( or the same or another brand, article, model, with a price recalculation), free elimination of a defect or a proportional markdownimproper quality and partial return of its value.

4. Packaging is damaged or the product has broken

Paying for accidentally broken or damaged goods is voluntary, not mandatory. For the goods located in the store, the store is responsible. And if the buyer received a sales receipt, then he becomes responsible for the purchased product. You will have to pay if the buyer intentionally allowed damage to the goods. However, the store will have to prove this in court and with the appropriate evidence( as one of the evidence can serve as recording from video cameras).

3. Endless Expertise of

If the buyer wants to return the defective goods to the store and get money for it, and the store representative insists on the examination, then it is carried out within 10 calendar days( according to Article 22 of the Law "On Protection of Consumer Rights").In the event of the exchange of a defective product with a new one, the deadline for fulfilling the requirement is 20 days( even taking into account the expertise).This is written in Article 21 of the Law "On Protection of Consumer Rights".The seller has the right to examine the goods in the event of a dispute with the buyer about the reasons for the defect.

2. Put things in the storage room

One of the most common cases of violation of consumer rights in trading establishments. If you put the bag in the storage cell, then, by the same token, you enter into a storage contract with the supermarket. It is voluntary, not mandatory( Article 421.1 of the Civil Code of the Russian Federation).Thus the responsibility for things is born by the keeper. In the internal regulations of the store, the rule of leaving the things of buyers for storage can be prescribed. In this case, the security of the store is obliged to watch for things.

1. Present things to inspection

If at the exit from the store the magnetic frame "squealed", then neither the guards nor the administration have the right to search you, demand to show purchases, check or the entire contents of the bag. This can only be done by the police, in the presence of witnesses. Employees of the store have the right to call the police, but you have the same right if the guard tries to use physical force. For such actions he may face a fine or imprisonment for up to 7 years( Article 203 of the Criminal Code of the Russian Federation).