Protection of consumer rights: return of goods

Every day in Ukraine, citizens constantly purchase goods and pay for services, meaning they are consumers under current legislation.

However, it is quite common in practice to encounter situations where the purchased product is of poor quality and the final consumer wishes to return it to the online seller or physical store. This highlights the relevance of the topic today.

In this informational article, we will discuss the specifics of returning products according to Ukrainian legislation.

How to Resolve a Consumer Rights Dispute?

In Ukraine today, the main ways to protect consumer rights are:

• Pre-trial settlement - involves the citizen contacting the regional offices of the State Consumer Protection Service (if the person is in a district or city of regional significance, they may also contact the consumer protection department in local state administrations and executive local authorities).
• Court settlement - involves the citizen filing a lawsuit with the judicial authorities if the dispute cannot be resolved through pre-trial means.

Let's Discuss Each Method in Detail.

If the consumer decides to resolve the dispute pre-trial, they must understand that their appeal to the State Consumer Protection Service will only be considered if it specifies the addressed authority, the applicant's name, address, a detailed description of the issue, and reasons for the product return. The appeal must also include the date and the applicant's signature.

Additionally, the appeal should include evidence supporting the described circumstances and proving the consumer's rights have been violated by the seller. It is worth noting that the appeal can be submitted either individually or collectively by several citizens.

🔵 Regarding Court Settlement:

Judicial protection of violated consumer rights is possible only when all other methods of protecting the citizen's legal interests have been exhausted, making it the final legal mechanism to restore violated consumer rights and return defective products.

To file a lawsuit, one must prepare a claim outlining why the plaintiff could not resolve the dispute pre-trial and specify the circumstances under which their rights were violated, as well as the reasons for returning the product. The claim should include appropriate evidence supporting the plaintiff's position (e.g., purchase receipt).

In court, the plaintiff has the right to seek compensation for both material and moral damages. It is important to note that in cases involving consumer rights protection, no court fees are required for filing the lawsuit.

Important! Before contacting the relevant state authorities to protect your rights and return the product, remember to first attempt to address the issue with the seller regarding the defective product that affects the product's final quality.

In most cases, the seller may agree to accept the returned product. Additionally, the consumer has the right to return the product or exchange it for a similar item within 14 days from the date of purchase, provided the product is unused and undamaged.

If you have any questions about consumer rights protection and the specifics of returning products, contact the law firm “Prikhodko & Partners.”

Our lawyers will provide comprehensive answers to clients during oral or written consultations, as they are well-versed in this area. Don’t hesitate to contact us!

How We Will Work

Step 1: Contact Us. To start, you just need to fill out the form on our website or give us a call. We will get in touch with you immediately to clarify the details.

Step 2: Get a Consultation. After the initial contact, we will schedule a convenient time for a consultation. The consultation will continue until all your questions are answered. During it, you will be able to describe your situation, and we will provide you with an initial case assessment and the prospects for its fastest resolution.

Step 3: Strategy Development. Based on the information provided, we will develop an individual plan that takes into account all the specifics of your case. You will learn about the specific steps we will take to ensure the desired result and a successful outcome in court.

Step 4: Legal Support. After the strategy is approved, we begin working. Our lawyers handle your case from start to finish, ensuring the protection of your interests at every stage—from document preparation to court representation.

Step 5: Achieving Results. Upon completing the case, you will receive a detailed report of the work done and, most importantly, the resolution of your problem. We will support you until you get the desired result and all issues are resolved.

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