Save the order terms before a dispute arises
For an online purchase, first identify the seller, keep the order terms and determine the reason for the request. Withdrawal from a good-quality purchase, a defect claim and a non-delivery dispute are different situations under Russian consumer law.
What to keep before paying
Save the product page, specifications, price, delivery date and return terms. Record the seller’s name and contacts. After payment, keep the receipt, order number and confirmation of the terms. Save correspondence with dates.
Withdrawal from a good-quality purchase
Article 26.1 allows withdrawal before delivery and within seven days afterwards. The period is three months if written information about the return procedure and deadlines was not provided at delivery. Keep the documents delivered with the order.
The product’s appearance and consumer properties must be preserved. Other evidence may establish the purchase if there is no receipt. An exception applies to an individually specified product that can be used exclusively by that buyer.
Arranging the return
Send the seller a clear request identifying the order, item and remedy. Record the condition and contents before dispatch, confirm the return address and method, and keep shipping and tracking records. Article 26.1 provides for repayment within ten days of the demand, subject to the statutory exception for the seller’s costs of return delivery from the buyer.
If the product is defective
Do not describe a fault merely as a change of mind. Explain when and how it appears and attach photographs or video. Remedies and deadlines are assessed under the rules on defective products, including special rules for technically complex goods. Sending a request does not automatically establish entitlement to a full refund.
Marketplace purchases
Compare the seller information in the order and receipt. Keep the complaint submitted through the platform and the response. If the proper recipient of a demand is disputed, check the roles of the seller, platform operator and payment recipient against the documents.
Before making a formal complaint
Create a single timeline: order, payment, delivery, discovery of the problem, complaint, response and return. Attach evidence to each event. This is more useful than undated screenshots without an order number.
Source: Article 26.1 of the Russian Consumer Protection Law (Russian).
Three checks before your next step
Seller
Compare the seller details in the order and receipt.
Product
Record condition, contents and the problem.
Request
State the grounds and keep proof of delivery.
Preparation checklist
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