01 / SERVICE
Defective goods: return and replacement
The item turned out to be faulty, and the shop blames "misuse", sends it off for an endless quality check or simply stops answering.
PRACTICE
Consumer protection
The seller will not refund you, the provider missed its deadline, the developer handed over a defective flat. We review the documents, frame your demands and handle the dispute from the first claim to enforcement.
- For whom
- For private individuals
- Format
- Moscow and remotely across Russia
SERVICES
Services in this practice
02 / SERVICE
Poor-quality services and repairs
The contractor took an advance and vanished, the work has to be redone from scratch, or your complaints are answered with promises.
03 / SERVICE
Penalties and the 50 per cent consumer fine
The main debt is often repaid once a lawyer's claim has landed on the company's desk, but the penalty and the fine go unmentioned.
04 / SERVICE
Developers and shared construction: penalties and defects
The building is finished six months late, and at handover you find draughty windows, an uneven screed and walls that do not match the plans.
05 / SERVICE
Disputes with car dealers
Disputes with dealers come down to two things: money at purchase and faults afterwards.
06 / SERVICE
Tour operators and airlines
The holiday fell apart, and the tour operator, travel agent and airline are each pointing at the others.
07 / SERVICE
Medical services
Your condition got worse after treatment, an implant had to be removed or an operation redone, and the clinic talks of "individual reaction".
08 / SERVICE
Purchases on marketplaces
A marketplace purchase has three parties, the platform, the seller and the delivery service, and each points to the others.
09 / SERVICE
Banks and imposed insurance
The loan came out larger than you asked for because life insurance, a "service package" or a premium card was rolled into it.
QUESTIONS
Frequently asked questions
Where do I start if the seller refuses?
With a written claim stating a specific demand and a deadline, sent in a way that proves receipt. Keep the receipt, contract, correspondence, photos and videos. For a number of demands, Russian Federation Law No. 2300-1 of 7 February 1992 on Consumer Rights Protection gives the seller 10 days to respond, after which a penalty starts to accrue.
Where do I file a claim and do I pay the state fee?
You can file the claim where you live, not only at the seller's address. A consumer is exempt from the state fee if the claim does not exceed 1 million roubles (Tax Code).
I have lost the receipt. Can I still make a claim?
Yes. A missing receipt is not a ground for refusal: the purchase can be proved by a bank statement, account data or witness evidence.
When does consumer protection law not apply?
When you buy from a private individual, for example through a classified ad, or buy goods for business purposes. The dispute then follows the general rules of the Civil Code, without the penalty and fine under the Law on Consumer Rights Protection.
The seller offers to settle without court. Should I agree?
Often yes, if the offer covers your demands. Before signing we check the settlement text: it should not contain a waiver of rights you did not intend to give up.
NEXT STEP
Let us discuss your situation
The consultation is free of charge when an engagement agreement is signed: on it we say what has to be done and by when.