Exchange of shoes

The chain's commitment guarantees the return of shoes to the retailer in the event of any processing defects, but you need to know exactly when the countdown begins.

How do you return shoes to the store?

Shoes are everyday items that everyone has come into contact with when they buy them. But choosing the perfect pair of shoes or sneakers is difficult. This often results in a pair that, after purchase, turns out to be unsuitable in terms of size or quality, or simply does not meet the buyer's expectations. In such cases, you can return the goods to the seller according to the Consumer Protection Act. If there are problems with the return, you must submit a request to return the shoes.

If you have any questions, you can use the free chat with a lawyer at the bottom of the screen or call the toll-free number 8 (800) 302-57-35 for all of Russia.

Reasons for returning shoes

All reasons for returning shoes to a store can be divided into two categories.

1. The goods are of good quality, but do not meet consumer requirements:
   • the size didn't fit;
   • you don't like the style;
   • you don't like the color;
   • It is not suitable for other reasons.
2. The goods are defective or have a manufacturing defect. Shoes can be considered defective if:
   • There are scratches, scuffs and wrinkles on the shoe;
   • the shoe is not as intended (e.g. the shoelaces are not in the shoe box);
   • noticeable asymmetries;
   • Material and fittings have fallen off, seams have come loose or the sole has come loose;
   • Any other defect for which the buyer is not responsible.

The defect may be hidden and only become visible when worn. That is why the goods usually have a guarantee period within which you can return poor quality shoes.

Can I return my shoes?

The Consumer Rights Protection Act (hereinafter referred to as 'APC') allows a buyer to exchange/return new shoes in a store if they are unsuitable or unusable. However, certain conditions must be met in order to exercise this right.

The deadline for returning goods, including shoes, is 14 days from the day after purchase. In other words, if you purchased the goods on July 15, 2021, you have until July 29, 2021 to return them.

Please note that these are calendar days and not business days. If the last day of the 14-day period falls on a day on which the store is not open, you can return the goods on the first working day afterwards.

If you bought your shoes in the online store, you can return them at any time before signing the delivery note or receipt. You can exchange or return the shoes within 7 days of receipt. However, if you were not informed of the return procedure and deadlines upon delivery, you can reject the goods within 3 months of receipt.

According to the law, the procedure for exchanging/returning good quality but unsuitable shoes is as follows.

If the shoe is not suitable in terms of style, color or size, the buyer has the right to exchange the goods for a suitable one (Article 25 UPA).

Danger!!! It is solely up to the buyer to decide whether the shoes fit or not. The seller has no right to insist on 'checking the suitability of the shoes for current fashion'. nor to demand proof that the shoes do not fit. Your word is enough and the seller is obliged to make the exchange.

If shoes in the right color, model or size are not currently available, you can arrange with the seller to exchange them as soon as the 'right' pair arrives at their store.

• Set a date for requesting the exchange so that the retailer cannot claim in the future that you missed the 14-day deadline;
• Write down that you want to exchange the shoes in the future.

Can I return the shoes to the store after wearing them for a short time?

The IPP stipulates that at the time of requesting an exchange/return of unsuitable shoes, the goods must have no signs of wear and retain their trademark, consumer properties and factory labels. So if you are unsure whether the pair of shoes you bought will be comfortable to wear, it is better to try them on at home. If you wear the shoes on the street and they are dirty and worn out, it will be very difficult to return them to the store.

First, you should ask the store for a replacement. You can do this verbally, but the retailer will likely ask you to fill out a standardized application form. The request for an exchange must, if possible, be completed in person.

If you have agreed to wait for the requested goods, you should obtain a receipt from the retailer stating that it has accepted the request for an exchange and that the store undertakes to return it to you promptly upon receipt of the goods notify us and make the exchange.

Warranty periods

There is no statutory warranty period for shoes. The standard warranty period is 2 years in accordance with Article 19 of the Consumer Protection Law, unless otherwise stated on the warranty card. Even if there is no information there, you can call the manufacturer and ask for more information.

The warranty period begins on the day of purchase if the shoes were purchased by the buyer during the season. Otherwise, the warranty period begins on the day the season begins.

If you e.g. For example, if you bought winter boots in the summer, you can return them under the warranty, which begins on November 1st. Other data is:

The start date of the season may vary from region to region.

The 14-day return period has nothing to do with the guarantee, so it is not possible to return shoes purchased in the fall without giving a reason. An exchange is only possible if there is a defect.

Reasons for returning shoes

You do not have to give a reason to return shoes within 14 days. You can simply state that the product does not fit. If the shoes are defective, you can return them under the warranty. The following reasons are allowed:

• the sole is cracked or has come loose;
• the seam came undone;
• Cracks have appeared;
• the paint has peeled off;
• The product has deformed.;
• The shoe is leaking There is no external damage;
• the shoe sticks outThe shoe sticks out and presses on the foot.

Shoes can also be exchanged for these reasons within 14 days.

Reasons, procedures and deadlines for reports

If a significant defect is found while wearing the shoes, a refund must be requested. If a store refuses to settle a claim, the existence of a defect must be verified by an expert report.

The procedure is at the expense of the shoe company, but in practice citizens are rarely willing to take the time to return the goods. This is particularly the case with inexpensive items. Frequent unfounded rejections have therefore become a trend.

However, for expensive shoes that break after a month, it is reasonable to ask for a refund. If the complaint is ignored by the store, the consumer has the right to have an expert examine it at his own expense. Based on the results of this opinion, a complaint should be filed with Rospotrebnadzor or a judicial authority along with a lawsuit.

Returns of defective shoes will be processed within 2 weeks. However, the warranty period also applies here. If the deadline reaches 30 days, a complaint can be made within this period.

Please note: The free service for seasonal items does not start from the date of the transaction, but from the beginning, e.g. cold period.

Registering the return of shoes

If the shoes have defects during wear, a person has the right to submit a claim to the organization in accordance with Article 18(1) of the apa.

1. The defective product must be exchanged for a new one with a similar product but without defects. When it comes to shoes, the chance of getting the same model without defects is small, as the entire batch may be of inferior quality.
2. Replace the shoes, but from a different manufacturer.
3. Reduce the price, that is, give a discount.
4. Fix the problem at the store's expense or get a refund if you do the repair yourself.
5. reverse the transaction and receive a refund of the purchase price for the defective shoes at 100 %.

Complaint rules

1. If the item is returned after some time, a written explanation must be provided. The defect must be described in detail, e.g. B. if the shoes rub against the heel and thereby cause discomfort. A complaint is only valid if it is recorded on paper by the point of sale. The document is drawn up in two copies, one of which is given to the responsible person of the organization, and the other remains with the complainant.
2. If the retailer agrees with the position set out in the complaint, a request for refund or other claims will be made. The content of the document includes arguments and evidence. In addition, a declaration of acceptance of the shoes will be drawn up (can be downloaded via the link below the text).
3. If the company's representative does not share the consumer's opinion or cannot determine the cause of the defect, the goods will be sent for examination.
4. The store must accept or reject the application within 3 working days. In the first case, the citizen receives a refund or a different model of shoes. In the second case, he must complain to the supervisory authorities or take the complaint to court. By contacting the regulators, you can defend your rights, make a refund and receive compensation, including moral damages.

How to return shoes

The main criterion for a complaint about defective shoes must be that it is justified. If this is not the case, the complaint will be rejected.

• Provide proof of purchase of the shoes from the relevant organization;
• justify the reasons for the refund;
• attach a sales receipt or cash register receipt to the completed complaint.

Of course, you shouldn't expect the management of the institution to hand over the money to you voluntarily. She will first carry out a visual inspection to confirm or refute the customer's claim.

• the unworn item has a tag, a clean sticker;
• they are consistent with the appearance of the product;
• the shoes are in the store or manufacturer's box and packaging.

If one of the conditions is violated, the seller may refuse to accept the defective goods.

• the items of clothing were only used in accordance with their intended purpose, ie shoes or sandals were not worn for playing football, maneuvering, etc.;
• have been washed, dried and stored according to the manufacturer's recommendations;
• correct height, heel, completeness;
• no mechanical damage, holes, cuts, abrasions;
• the shoes have not yet been to the workshop for major repairs.

If these factors are not met, the seller will refuse to accept the goods. If the shoes were in the workshop due to a change in fittings, but have not lost their marketability, the buyer has the right to demand a replacement. If the repair involves rhinestones or other decorations, the right to exchange remains.

Not everyone keeps a tax document required for an exchange. However, in order to return shoes without a receipt, he or she must provide proof of when he or she made the purchase and paid for it. Of course, this is not strong evidence for the seller, who will not believe the customer or his witnesses.

Return Procedure

Do not rely on exchanging the shoes after verbally contacting the management of the organization.

1. Clean the shoes thoroughly, return them to the original packaging or box, along with the tax receipt, proof of purchase and tags.
2. Write a request for replacement. Samples of the document should be in the buyer's corner, in case they are not there - the first document is written by hand in freestyle.
3. If the application is rejected, use the services of the Russian Post by sending a registered letter to the store. The notice serves as an additional document.
4. If the retailer schedules an inspection, they will notify you of the date on which the inspection will take place.

The application should be written in a free but business-like form.

• The legal address, the name of the business – as it appears on the receipt;
• full name, place of residence of the citizen;
• the word 'declaration';
• Description of the problem, references to the legislation in force in the country;
• date of writing; Signature with transcription.

In case of repeated refusal of satisfaction, the buyer can contact the Rospotrebnadzor or the court.

Right to return the goods within 2 weeks

It is best to declare the return of the shoes in writing (a sample can be downloaded below), as a verbal complaint may remain unanswered.

• The full, non-abbreviated name of the manufacturer or store;
• the customer's name and contact details;
• the exact name of the product to be returned;
• Date and place of purchase
• the defects identified;
• an application for compensation for property damage.

The application can be accompanied by proof of payment or a witness statement, the guarantee card, the passport and the pair to be returned.

Return of winter boots within 14 days according to the law

In accordance with Art. 25 of the Consumer Rights Protection Act, a person may return winter boots if they are unsuitable for any reason. This action is permitted within 14 days. The day of purchase is not taken into account. The regulation only applies to products that have not been used.

Winter boots must retain their marketable appearance, seals, factory labels and previous consumer characteristics. When returning a product, a sales receipt or receipt confirming the purchase of the product in the requested store must be presented. The law does not deprive a citizen of the right to rely on a witness statement if there is no other means of verification (Article 18(5) of Federal Law No. 2300-1).

Winter boots can be returned after 14 days

If more than 14 days have passed, winter boots can no longer be returned because they do not fit. This can only happen under the guarantee. This period depends on the type of shoes purchased and can be 30-90 days. The exact period is determined by the manufacturer. The manufacturer can extend the warranty period for winter boots, but does not have the right to shorten it. To make the return, a person must have a receipt confirming the purchase and also present a ready-made application form. This is created according to a standard schema.

The document must contain information about the parties involved, the reason for returning the winter boots, information about the purchase, as well as the date and signature. The application will be processed within 10 days. The seller can carry out an inspection. This is done at the seller's expense. If it turns out that the winter product was not defective, the seller can request reimbursement of the inspection costs.

What law applies to the return of shoes?

The relationship between the consumer and the seller is governed by, among others, the following laws. The Law of the Russian Federation of February 7, 1992 № 2300-1 “On Protection of Consumer Rights”.. This law comes into force when a purchase transaction is made with a product. Unfortunately, not all consumers are aware of their rights under this law, which is often exploited by retailers by not giving the customer the opportunity to return the purchase. In such cases, knowledge of the law is essential.

When returning goods to a store, it is useful to know the main deadlines for returning shoes, within which the customer has the right to cancel the purchase for certain reasons, whether due to inadequate quality or other defects.

The law on returning shoes to a store within 14 days of purchase

In accordance with. Article 25 of Federal Law No. 2300-1 of February 7, 1992 on the protection of consumer rights two weeks after purchase if the purchase does not meet the customer's expectations.

• peeling of the soles;
• mismatch of seams;
• Cracks are not due to wear and tear;
• the product has peeling paint;
• deformation of the product, indicating inadequate quality;
• Water leakage if the product is not externally damaged;
• the appearance of protrusions that can cause abrasions on the skin.

There are conditions that limit this type of return:

• The customer must consider the product suitable for sale;
• the customer must have a receipt to prove the purchase, otherwise he must find witnesses to the purchase or contact the tax office;
• the shoes were not used for their intended purpose before the return date;
• the label and packaging are still intact; their absence is often a reason for rejection.

A complaint should only be made if the seller does not accept the goods.

TIPWhen buying shoes, keep receipts, otherwise the return procedure will be more complicated.

How do I determine the warranty period?

Unfortunately, the guarantee periods are not set by law. If there is no warranty period specified on the product document, you can, in accordance with Article 19 of the current law on the protection of consumer rights.A defective product can be returned within two years.

Even if a warranty period has been agreed upon, many stores specify their own warranty period, bypassing the manufacturer. In such cases, it is worth contacting the manufacturer if the product is defective to clarify the actual warranty period. This can be done by telephone or email using the contact details on the company's website.

Warranty periods may depend on the seasons. If the purchase was made during a season, the warranty period runs from the date of purchase. These season deadlines are set by the authorities of the individual federal states.

When buying shoes, it is necessary to check the goods for any defects. The customer should be aware of his rights so that the sellers do not rely on ignorance of the law. In this case, the return will not be difficult for the consumer, and the seller will be able to avoid unnecessary procedures. Sellers should also be familiar with the regulations governing goods relations so that they can rely on official documents in the event of a return.

Legal deadline for returning shoes

The deadline for returning shoes depends on the reasons. Some return periods apply to goods of normal quality, others apply to defective goods. The warranty period specified by the seller or manufacturer must also be taken into account.

Return shoes within two weeks.

In accordance with the provisions of Article 25 of Law No. 2300-1 Only shoes of suitable quality can be returned within fourteen days. This applies if the shoe does not fit in shape, style, color, size or features. The two-week period does not include the day of purchase.

The return of a purchase is possible only if it is unused and has retained its marketable appearance, consumer characteristics, factory labels and seals. The buyer must provide proof of payment.

Return and replacement of shoes under warranty

The warranty period specified by the seller or manufacturer is the period during which the product can be used without restrictions for its intended purpose. During this period, the shoes must not be uncomfortable, leaky or unusable. If this is the case, the buyer has the right to request the return or replacement of the product from the seller or manufacturer. The deadlines are set in the GOST of the Russian Federation.

The warranty period depends on the type of shoe:

TIP!!! If there is no warranty period, you can make a claim within two years of purchase or within the period specified in the contract.

Can I return the shoes if the warranty period has expired?

The expiry of the warranty period does not deprive the buyer of the right to contact the seller. In such cases, he must prove that the defects were caused by the fault of the seller or the manufacturer. For this purpose, an expert opinion must be obtained.

When can I not return or exchange a product?

An item cannot be returned or exchanged in the following cases:

• The shoes meet the quality requirements and 15 days have passed since the purchase (this period must be respected since the two weeks begin to run from the day following the date of purchase);
• the defects are due to improper use, e.g. summer shoes were used in winter;
• the goods have mechanical damage – cuts, scratches, abrasions caused by the buyer;
• the defects are due to improper care of the shoes - protective cream was not applied or the shoes were not dried;
• the shoes were repaired before being returned to the seller. An exception to this rule is the replacement of the top or the installation of a safety cushion if the repair did not result in a defect;
• the warranty period has expired and the person cannot prove that the defect was not their fault.

If shoes cannot be returned

There are ways in which shoes cannot be returned by the buyer:

1. For example, if you wore the shoes and don't return them because they are defective. In other words, 'defective' shoes worn on the street will not be taken back by the seller, even with the box, receipt and tags. For example, shoes that are not defective if they have already been worn on the street for a day cannot be returned.
2. If you have tried to repair the shoes before sending them back to the seller.
3. Even if the defect was caused by your actions, even if you accidentally damaged the shoes.
4. After 14 days (if the shoes are free of defects).

Other reasons for refusing to return the shoes to the store are not permitted. The seller cannot refuse a return without reason either.

What to do if the buyer's rights are violated by a seller?

If the seller refuses to talk to you and claims the reason for the return is irrelevant, or claims the defect was your fault and does not want to investigate, you can assert your rights.

Point out these rules and the articles of the Consumer Protection Act.

If that doesn't help, write a complaint in duplicate to management.

One copy will remain with you, with a note indicating that the second copy has been accepted by the retailer. If the management or the store owner does not respond to the complaint, contact Rospotrebnadzor or the court and describe the situation in detail and attach all documents confirming the purchase. Do not forget to attach a copy of the complaint previously submitted to the shoe store management.

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