Lots of furniture return or exchange of goods

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Return Terms and Conditions

If you purchased furniture and its quality is far from normal, then you can return it if you act within the framework of the Law “On the Protection of Consumer Rights” (hereinafter referred to as the Law). In this case, you can only claim to replace unsuitable pieces of furniture.

They are replaced with others with similar characteristics. You can return money only when the seller is unable to provide an analogue at all or is unable to provide a replacement in the near future.

Important! It must be remembered that it is not possible to replace (return) the product in every case.

For example, if a piece of furniture is part of a set, or all the furniture is made to order, then returning such items to the store becomes impossible by law. If the purchased furniture is of poor quality, the buyer can always return it.

When such a return occurs, the buyer has the opportunity to request:

fully reimburse the entire amount spent on the purchase of furniture. In this case, the furniture itself is returned to the seller in its original form;
replace furniture with defects with another - similar, but without defects. In this case, options with an additional payment or a discount are used. One way or another, a recalculation is made;
reduce the initial cost of products taking into account detected defects;
carry out free repairs to the purchased product to correct it.

Please note! If a product with visible signs of poor quality is returned to the store, the seller has the right to organize an examination. This is necessary to establish the reason for the marriage. If during the examination it was discovered that the defect arose due to operational violations (due to the user), no one will satisfy the requirements.

Confirmation of a manufacturing defect is a reason to exercise the right to return a purchase.

Some specialists conduct an examination by visiting the home of the furniture buyer. To return an item, fill out a separate form. The form may be available on the website of the company where the product was purchased.

As soon as the form is completed, you should bring the application to the seller. Be sure to take your passport with you. So you can choose between repair, replacement or return of low-quality goods.

Attention! Our qualified lawyers will assist you free of charge and around the clock on any issues. Find out more here.

What is the Hotline number for Much Furniture?

The hotline number is used to receive more calls related to both delivery and, in general, the activities of the store. Therefore, if you need to quickly resolve issues, dial the phone number 8 800 700 35 85 and consult with the operator.

A phone with a code 8800 means that calls to it within the Russian Federation are free and available from all landline and mobile phones.

Additionally, you may need a hotline number for your local regional office; you can find out the number on the company’s website by selecting your locality.

Return the sofa within 14 days

The product is returned by the buyer to the store or to the manufacturer mainly for two characteristic reasons:

the furniture has signs of manufacturing defects;
The product is not suitable for the buyer in one way or another.

Article 25 of the Law regulates the return of goods in the second case. It is determined here that if the buyer expresses dissatisfaction with the color, shape, size and other parameters of the purchased product, or it does not suit him, a return is possible.

How to return money for a defective sofa?

Within what period the seller is obliged to return the money to the buyer, read here.

How to return goods to an online store, read the link:

Important! The return period is exactly two weeks. This period begins with the date following the purchase.

For example, you ordered a sofa in a store, it was delivered straight to your home, but already on the spot it became clear that the sofa is not suitable: it is too big, does not fit in the planned place, the color does not match the wallpaper, etc., then you can return it . However, the return application must be submitted before the expiration of the specified two weeks.

Hotline

Buyers who order furniture from an online store sometimes have questions about delivery, order status, or other nuances of the store. The easiest way to find out is by calling the number

It is active 24 hours a day, every day, seven days a week. There is no charge for the call. The number is available for mobile and landline phones. What you will learn when you contact a call center employee:

how to choose and order furniture on the website;
How does payment occur?
cost of delivery;
how long to wait for her;
address of the nearest salon;
leave a request to call a technician from the service center;
learn about promotions and discounts;
complain about poor quality service.

If you need to track your order, the phone number is the same

It is impossible to return money using the number, to instantly replace one model with another, or to obtain contacts of company managers.

How to return furniture of proper quality

Please note! According to the law, you can only claim to replace the returned sofa with another one of similar characteristics. Money can be returned only if the seller is unable to provide an analogue to the buyer in the near future.

It is not possible in every case to replace the product or return it to the store. Furniture that was made to order by the buyer, or included in the set, cannot be exchanged or returned.

Option. You bought a sofa in one of the furniture stores, but for one reason or another you no longer liked it. The sofa was just purchased, new, of good quality, never used. In this case, you can send a request to the store where the furniture was purchased and exercise the right of return.

However, when returning, you do not need to expect compensation for the amount paid. Instead of a returned piece of furniture, you can choose another one using the catalog or even directly at the warehouse. When the store does not have an appropriate replacement at its disposal, the seller will be forced to return the money.

How can I get my money back for a sofa from the Much Furniture showroom?

The content of the article

It is determined here that if the buyer expresses dissatisfaction with the color, shape, size and other parameters of the purchased product, or it does not suit him, a return is possible. Important! The return period is exactly two weeks. This period begins with the date following the purchase.

Conditions for returning a defective sofa

When you purchased a sofa, but it was later discovered that it was defective, you can return it.

When returning a product, you have the right to demand from the store:

return all funds invested in the purchase;
replace the product with another with similar parameters (with the possibility of additional payment or, conversely, reducing the original cost);
return part of the funds, taking into account that the purchased sofa has defects;
carry out repairs under warranty free of charge.

Attention! The store has the legal opportunity to initiate an examination. If upon inspection it turns out that the breakdown was the fault of the consumer, then it will be inappropriate to demand anything from the store.

For example, you purchased a sofa in one of the furniture stores. It was delivered to your home, but later it turned out that the product was defective. Report such cases to the store immediately.

A specialist who is authorized to record the presence of a product malfunction or defect will come to your home. After inspecting the furniture, a separate form is filled out together with the buyer. Then you can come to the store’s office and place your choice: repair, replacement or return.

Watch the video. How to return defective furniture:

Procedure for returning a sofa to the store

Structurally, the return request should look like this: The name of the store and the actual address of its location are written in the upper right corner; Then the applicant’s details are written down (last name, first name, patronymic, residential address, telephone number to contact after consideration of the claim); Next, in the middle, the name of the document is written - Claim; The body of the claim describes the day the sofa was purchased.

It is important to describe everything in chronological order, indicating the date and time of purchase, the item number of the product, and its exact cost.

If a warranty period has been established for the sofa, the expiration date and total duration are stated in the main part.

Refund for assembly and delivery when returning furniture

Returning a custom-made sofa

If the furniture is made to order from the client, then he has a separate personal right to use the finished products.

Remember! The legislation determines that if manufactured furniture is of proper quality and fully complies with individually specified parameters, then it cannot be returned.

The fact of placing an order for the manufacture of furniture implies that the client informs the manufacturer in advance of the parameters he needs. Furniture is made in the color, size and shape as desired by the customer. Components can also be selected.

According to the law, the return of such products is not covered by Article 25. However, when even in a custom-made sofa you find obvious manufacturing defects, then this is a different question. The manufacturer is obliged to eliminate the violations or replace the product.

Here we may already be talking about delays, for which compensation can be demanded. Compensation is stipulated by the terms of the contract for ordering furniture, but it cannot be less than 0.5% of the total amount paid as an advance payment (for each of the overdue days).

Is it possible to return it? Return Terms and Conditions

The return of purchased furniture of proper quality in accordance with the law “On the Protection of Consumer Rights” is possible. But, you can only count on replacing a product that did not suit you for various reasons with a similar one. It is possible to return the money paid only if the seller does not have an analogue and he cannot provide it to you in the near future. Please remember replacements and returns are not always possible. Furniture made to order or included in a set cannot be replaced or returned back to the store.

If you purchase low-quality furniture, you have every right to return it. In this case, you can demand the following from the seller:

refund of the full cost of the purchased item in exchange for its return;
replacement with other similar furniture with recalculation of cost (surcharge or discount);
reducing the purchase price for the product;
free repair.

Upon return, the seller has the right to conduct an examination in order to establish the reasons for the defect. If it is established that the defect arose as a result of improper use of the product, then there can be no question of satisfying the buyer’s requirements. If there is a manufacturing defect, you have every right to a return. A specialist from the Mnogo Furniture store can carry out an examination at your home.

To return a purchased item back, you must fill out a special form. The form of this form can be found on the official website of the company. After this, you need to come to the seller with a completed form and passport and issue a return, replacement or repair of your choice.

It is worth noting separately that the deadline for returning quality goods is 14 calendar days from the date of purchase. If it is a low-quality product, then you can return it back to the seller during the entire warranty period. If this period is not established by either the manufacturer or the seller himself, then as a general rule it is 2 years from the date of purchase.

How to return money for furniture purchased through an online store

When you need to return a sofa ordered online, the procedure is different. There are slightly different rules for distance selling here, so the buyer’s rights are protected precisely on their basis.

The procedure is regulated by Article 26.1 of the Law (Remote method of selling goods). The rules provide for the possibility of returning a sofa, regardless of its quality.

Please note! The period for processing the return of remotely purchased goods is 7 days (counting from the delivery date). If the date was not recorded anywhere in documentary form and no confirmation was provided to you, the period is 3 months.

Deadlines for receiving money when returning goods

In cases of furniture return, the seller obliges the seller to return to the buyer the amount paid for the goods within 10 calendar days. The funds are returned in the same way they were paid.

When paying for furniture in cash at the checkout, the return process is the same - the full amount is handed over to the buyer. When conducting settlement transactions using a bank card, the money will be transferred to the same account. In this case, the period can reach 30 days (calendar). The term is directly related to the bank where the buyer is serviced.

What to do if the seller does not return the money

Remember! If the situation is such that you need to arrange for the sofa to be returned to the same store where you bought it, you first need to call the delivery department. Explain verbally what exactly you want.

Explain why you want to return the product. It is advisable if you refer to the specified provisions of the law.

As an option, come to the store and talk personally with the manager or explain everything to the manager.

If the seller does not want to respond to verbal requests and categorically does not want to meet them halfway, draw up a written request and send it by mail.

Important! The application must contain the following data:

who is the addressee (store), indicate the exact address;
provide information about yourself (indicate your last name, first name and patronymic, address where you live and contact phone number);
describe all the circumstances under which the purchase was made, why you want to return the product, list your requirements;
at the end of the application, be sure to put the current date and sign;
Payment documents (checks, sales receipts) are usually attached to the application. Using them you can confirm the fact of purchase. If an examination was performed, please attach an expert's report.

The store has only 10 days to respond (this is a legal requirement). If there is no response during this period, or they do not want to satisfy the demands, send a complaint to Rospotrebnadzor or the Prosecutor's Office. You can also protect your rights through the court using the Law “On Protection of Consumer Rights”.

ATTENTION! Look at the completed sample claim for the return of a sofa:

A lot of furniture does not return money for furniture, what should I do?

If you do not receive a response within this period or it is negative, you should file a complaint with Rosportebnadzor or the prosecutor’s office, or with a statement for the protection of consumer rights in court.
A complaint to Rospotrebnadzor and the prosecutor’s office is drawn up similar to a complaint to a store. It should only be supplemented by the fact that the answer was not received or was received, but negative. A copy of the buyer's response, if any, is added to the list of documents. Simultaneous appeal to Rospotrebnadzor and the court is allowed. An application for the protection of consumer rights should be submitted to the magistrate court, if the value of the claim is less than 50,000 rubles.

If the price is higher, the application is addressed to the city court. No state duty is paid. The period for consideration of the case depends on the authority. If the magistrate court, then it is 1 month. If it is a city court, then 2 months.

Important

After this, you will need to come to the “Lots of Furniture” office and arrange a return, replacement or repair. How to return money for a sofa purchased online? Returning a sofa purchased online is a little different. This is due to the fact that the buyer is protected by the rules for selling goods remotely.

What to do if the seller refuses to return the money?

Contact the store administration. She is more loyal and will consider your request. This can be done in two ways: by writing an appeal in the complaint book or directly.

How quickly and easily it will be to return a product that has no complaints about the quality also depends on how you purchased the product (sofa). Let's consider the possible options:

Purchasing without familiarizing yourself with a sample of the product (from catalogues, booklets, coating samples, etc.)

Rospotrebnadzor, as well as to the court. almost a similar situation. But there aren’t even any SMS messages yet about money or the fact that you need to write an application to receive it. this fraudulent company is worse than MMM! Fooling people all over the country! The application must be written in the showroom where the furniture was purchased. Describe the reason and other information there. The main thing is that there is a stamp and their signature with the number of acceptance of the application.

I also attached a photo in electronic form to the application, maybe even a video. This is so as not to wait for a fool from their company. Sort of an expert. After 2 days they called and offered to pick up the sofa on March 8))) well, I think thank you.

Gagarin, they will bring you bullshit, in addition, if there is a defect, you will simply be notified by SMS that your request was denied, you bought a sofa and now the soft parts on which you sleep have fallen in, the rib bone of the sofa is sticking out into your back, and besides rude attitude on the phone! I'm going to court! Order number a-n0000000187 from 26.08.

The repairman arrived, took a photo, and said that it could only be returned, it could not be repaired. They didn’t take the sofa right away either, either their documents weren’t ready, or the car was broken, or there were no papers. We wrote an application for a refund, no sofa, no money.

Looks like we're not the only ones. We need to organize them in all cities.

However, at the same time, you must understand that at the request of the seller of the “lots of furniture” store, it is you who must return the goods, as the buyer who identified the defects under the contract, but at the same time the store is obliged to return to you all costs associated with transporting the sofa back to the store. Return the sofa to the store “A lot of furniture” is possible by writing a “complaint” to this sofa seller.

In your complaint, you must indicate in writing that the product you purchased is of poor quality and has such and such defects. If you do not specify in detail in your complaint to the store a lot of furniture for what reasons the sofa is a product of inadequate quality, then in accordance with Decree of the Government of the Russian Federation No. 55 of January 19, 1998, you will not be able to return or replace this sofa. Accordingly, it will not be possible to return it to the “Lots of Furniture” store.

We suggest you read: Credit brokers: how to distinguish a legal credit broker from a scammer

Don't forget to provide your sales receipt and contact information.

Write a complaint. In it, indicate the name of the store manager, your contact information, circumstances of the purchase, type of defect, reason for refusal at the store. Attach all necessary documents to the claim: check, expert certificate and other documents.
Go to court.
Info
The Consumer Protection Law will be on your side. Most of these requests end in satisfaction of the buyer's requirements.

Time frame for receiving money when returning a sofa The store will have 10 days to pick up the sofa and return the money for it. If you pay for your purchase in the office in cash, the money will be given to you in your hands.

All you can legally count on is the replacement of the surrendered sofa with a similar one. You can return money for a quality sofa only if the seller cannot provide an analogue in the near future. However, it is not always possible to perform a replacement or return. For example, furniture made to order or included in the set does not change and is not rented out.

Consider this option: You purchased a sofa in the “Lots of Furniture” store or office that did not suit you for some reason. The sofa itself is new, of proper quality, and has not been used. In this case, you have the right to contact the “Much Furniture” store where the product was purchased and request a return of the sofa.

If you bought a sofa and only discovered a defect at home, then you have every right to return it. In the store itself, when returning, you can demand the following:

Full refund of the sofa.
Replacement with another sofa with additional payment or discount.
Refund of part of the price for a defective sofa.
Free warranty repair.

Let's look at an example. You purchased a sofa from the “Lots of Furniture” office. After it was delivered to your home, a defect was discovered. Then you must report this to the store. A “Lots of Furniture” specialist should come to you, inspect the fault or defect, and fill out a form with you. After this, you will need to come to the “Lots of Furniture” office and arrange a return, replacement or repair.

Returning a sofa purchased online is a little different. This is due to the fact that the buyer is protected by the rules for selling goods remotely. Thanks to them, you can get money for a sofa regardless of its quality. You can return the sofa within seven days from the date of delivery. Moreover, if the date is not documented anywhere or was not provided to you, then you have three months to return the sofa.

Contact the store administration. She is more loyal and will consider your request. This can be done in two ways: by writing an appeal in the complaint book or directly. Don't forget to provide your sales receipt and contact information.
Write a complaint. In it, indicate the name of the store manager, your contact information, circumstances of the purchase, type of defect, reason for refusal at the store. Attach all necessary documents to the claim: check, expert certificate and other documents.
Go to court. The Consumer Protection Law will be on your side. Most of these requests end in satisfaction of the buyer's requirements.

The store will have 10 days to pick up the sofa and return the money for it. If you pay for your purchase in the office in cash, the money will be given to you in your hands. If you purchased the goods using the card yourself, the money for the sofa will be returned within five to thirty days. This period depends only on the bank or organization servicing your card.

Attention

And silence. Today I called again, for which the terms are no longer specified, they have problems, I must understand them and I have the right to a delay in delivery (I wonder if they mixed up anything?!). Bryansk, st. Aviation, 1a. The wonderful manager Olga made a good impression, and I happily signed the contract, not knowing what awaited me! After 25 days my long-awaited sofa arrived.

On the second day of use, when sitting inside the sofa, the snake spring came off, which began to stick out at the bottom and tore the weaving.

Important

You can return money for a quality sofa only if the seller cannot provide an analogue in the near future. However, it is not always possible to perform a replacement or return.

However, your money will not just be returned to you. You will be able to choose a new product either from the existing catalog or from the “Lots of Furniture” warehouse. However, if the “Lots of Furniture” employees are not going to place an order for similar furniture, then they will have to return the money.

If it was cash, it will be returned in cash at the store's cash register. If you paid by card, it will be returned to your card account.

Categories
General issues
My husband decided to make a gift in my absence and bought upholstered furniture (leather).
This is a corner sofa and armchair. There are no complaints about the chair, everything is great, but the corner of the sofa is not at all in the right direction... Please tell me, can we exchange the sofa so that it has an angle on the other side? 14 days have not yet passed. Thank you in advance. What is the legal guarantee for furniture? return of goods of good quality, application for return of goods, buyer's rights, exchange of goods, exchange of goods of good quality, guarantee for a sofa Collapse Lawyers' answers (7)

All legal services in Moscow Support for real estate transactions Moscow from 40,000 rubles.
Return of defective goods Moscow from 5000 rubles.

Attention

The company is now playing for time for the warranty to expire. I bought a sofa for convenience, so that I could sleep on it, but it turned out that this is now my problem. In their opinion, I should throw it away and go buy a new one?! Two years later?! I don't have that opportunity! I'm simply horrified at how much you can disrespect your consumers! They are violating my rights and they also offered me 500 rubles compensation for the boxes over the phone! I used to think that this was a normal, serious company! And now they will have to deal with legal proceedings! It would be much easier to act honestly.

Complaint to Rospotrebnadzor

Please note! In terms of content, the complaint sent to Rospotrebnadzor and the Prosecutor's Office is practically no different from the application to the store and must contain the following information:

full name of that state. the body to which the complaint is filed (in this case, indicate Rospotrebnadzor);
personal information (your last name, first name and patronymic, address details, contact phone number);
what exactly is the complaint (describe the case in full, indicate all dates, names and titles);
state your requirements (for example, to conduct an inspection);
the following is a list of documentation that is attached to the complaint;
At the end there is a signature and the current date.

In the complaint, be sure to indicate the fact that after sending the complaint there was no response to it, or it was negative.

The store's response should also be attached to the complaint so that the essence of the violation is visible. When writing a complaint, adhere to the key rules of business correspondence.

Important! Remember that going beyond the usual wording (with threats, offensive phrases) will result in a refusal to consider the complaint.

If you contact both the judicial authorities and Rospotrebnadzor immediately, this will not be regarded as a violation.

ATTENTION! Look at the completed sample complaint to Rospotrebnadzor against a furniture company:

Drawing up a statement of claim

The claim is a separate document, and there are special requirements for it.

The content of the statement of claim must provide, in accordance with Article 131 of the Code of Civil Procedure of the Russian Federation, the following mandatory information:

name of the judicial authority where the application is submitted;
who is the plaintiff (address where he lives);
who is the defendant in the case (address where he actually lives);
the price of the statement of claim (what is the cost of damage caused to the buyer), if its assessment is required. It is also necessary to provide for the calculation of the amounts that will be recovered according to the claim. This may include the price for a similar product, calculation of the penalty collected, etc.;
what exactly was the violation of the plaintiff’s rights (the defendant’s actions caused the plaintiff material damage, expressed in the breakdown of furniture due to a manufacturing defect);
all the circumstances under which the violation was committed and on the basis of which the plaintiff builds his claims. All available evidence is presented. According to Article 1064 of the Civil Code of the Russian Federation, if damage is caused to property belonging to a citizen, it must be fully compensated by the culprit;
information about whether the pre-trial procedure for resolving a dispute with the defendant was observed when this requirement is determined by law or contract (usually used when resolving conflicts between legal entities, but judges are willing to consider cases where the plaintiff has done everything possible to try to resolve the conflict without trial );
the demands put forward by the plaintiff, for example: “I ask you to recover from the defendant material damage in the amount of 20 thousand rubles”;
list of documents attached to the claim.

ATTENTION! Look at the completed sample statement of claim for recovery by the consumer of the amount paid for goods of inadequate quality: