The law limits repair time to 14 days and requires retailers to cover transport costs for bulky items
Consumers are entitled to free repairs or refunds for faulty household appliances within the warranty period. If a retailer refuses to follow legal requirements, shoppers can file a complaint with the State Service of Ukraine on Food Safety and Consumer Protection. This was reported by RBC-Ukraine (Юлія Шиканова) citing the State Service of Ukraine on Food Safety and Consumer Protection, according to the portal PromPolitInform.
A warranty obligates the manufacturer or retailer to ensure the product functions correctly. If a device fails due to a manufacturing defect, the consumer is entitled to a free repair, as regulated by Article 7 of the Law of Ukraine on the Protection of Consumer Rights.
It is important to note that both the manufacturer and the retailer are responsible for product quality. A retailer cannot deny accepting faulty equipment by claiming that only the manufacturer provides service.
Conditions for a refund
Refunds or product replacements are only possible if there are significant defects. These are faults that cannot be fixed or that recur after repair due to reasons beyond the consumer’s control. For standard malfunctions, the law requires giving the seller an opportunity to repair the item.
The standard timeframe for warranty repairs is 14 days, unless otherwise agreed by both parties. During the repair period, the warranty is suspended and extended for the duration of the repair. Transportation of large items weighing over 5 kilograms to a service center or store must be organized by the retailer or manufacturer.
Consumer rights for exchanging functional goods
A buyer may return a functional item within 14 days if it does not meet expectations regarding color, shape, or dimensions. The main requirements are maintaining the product’s original condition, labels, seals, and providing a fiscal receipt.
The store must first offer an exchange for an identical model. If one is unavailable, the customer may choose a different product with a price adjustment or cancel the contract and receive a full refund.
Conflict resolution procedures
In case of disputes regarding the cause of a malfunction, the retailer is required to organize an expert examination at their own expense within three days of receiving a written claim. The consumer has the right to be present during the quality check.
If the retailer ignores legal demands, it is recommended to file an official complaint via the website of the State Service of Ukraine on Food Safety and Consumer Protection. This will officially document the violation and compel the retailer to follow mandatory legal procedures.
Photo: RBC-Ukraine
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