Legislation 2026: Consumer Rights in Remote Commerce
The return of goods through marketplaces regulates статья 26.1 Закона РФ «О защите прав потребителей». She establishes special rules for distance selling, which differ from the general rules for returns in stationary stores.
The law gives the consumer the right to refuse the goods at any time before its transfer. After receiving the goods, the period for refusal is seven days. If the seller has not provided information about the procedure and terms of return in writing, the period is extended to three months. To return the goods, they must retain their marketable appearance and consumer properties. The seller is obliged to return the money no later than 10 days from the moment of the
Marketplaces can set more favorable terms in their offers, such as extending the return period. However, they cannot worsen the buyer’s position compared to the law. Offer terms that contradict the Consumer Rights Act are invalid in force статьи 16 Закона.
Deadlines of return of goods
The legal deadlines and the deadlines specified in the marketplace offer . They may vary By статье 26.1 ЗоЗПП Consumers have the right to return goods of proper quality within seven days of receipt. КупиСлона extended the deadline to 14 days — this is an improvement in the consumer’s situation, and the law allows it.
Different rules apply to goods of inadequate quality. According to статьям 18–19 ЗоЗПП, The consumer has the right to make a claim within the warranty period, and if it is not specified, then within two years from the date of delivery of the product. These terms apply regardless of the terms of the marketplace’s offer.
List of non-refundable items: items that cannot be returned to the marketplace
Постановление Правительства РФ № 2463 contains a list of non-refundable goods. The list includes 14 categories of goods of proper quality that are not subject to exchange or return:
personal care products; perfume and cosmetic products; textile products (fabrics, ribbons, and tapes); sewing and knitting products (linen and hosiery); products made of polymer materials for contact with food; household chemicals, pesticides, and agrochemicals; furniture; jewelry and precious metal products; cars, motorcycles, trailers, and watercraft; technically complex household goods with a warranty (it is possible to return a technically complex product to the marketplace if it is defective); civilian weapons and ammunition; animals and plants; non-periodical publications (books, brochures, albums, and maps); custom-made products.
This list does not apply to the remote method of selling goods. Rospotrebnadzor’s position is clear: when purchasing goods remotely, consumers have the right to return any goods of proper quality within the established timeframe, except for custom-made goods. Marketplaces are not allowed to expand the list of non-returnable goods in their offers, citing Постановление № 2463.
When returning a defective product, the list restrictions also do not apply. A defective product can be returned regardless of its category within the warranty period or two years.
Refunds
Once your return is received and inspected, The seller returns the funds When paying by bank card, the deadline is up to 10 business days, which meets the requirements статьи 26.1 ЗоЗПП.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at ooo_kupislona@mail.ru.
Need help?
Contact us at ooo_kupislona@mail.ru for questions related to refunds and returns.
