Conditions of customer warranty service - shopntoise online store. Can children's toys be returned to the store? Is it possible to return? Warranty period for toys

Hello. In your situation everything is simple. Regulated by consumer protection law.
1. File a claim with the seller.
2.If he refuses, file a lawsuit. There is no state duty.
3. Yes, the product is technically complex, in good condition, and cannot be returned.
4.BUT, the product is not working properly.
You should push to discover hidden defects of the product, namely

Upon arrival home, the products were tested at home, where, when attempting to conduct a tank battle, the products no longer met the declared characteristics. The infrared beam, which should propagate directly through space, hit the enemy tank even when the gun was not aimed at it. The failed battle was recorded on video.
Semyon

Which is a significant drawback.
5.

1) Mechanical damage to the tank (Is this mechanical damage? Naturally, there was no mechanical impact on the gun, there is no external damage).
This must be proven to the seller. That is, you say, no, this is not so. I didn't break anything. Because you are a consumer. You don't have to prove this point.
The burden of proving that you yourself damaged the goods lies with the seller.
He can carry out an examination, and at his own expense. Requirement of the law.
If he does not carry out an examination, it means that he has not proven anything. And he practically accepted your demands.
Links to the law. Law of the Russian Federation dated 02/07/1992 N 2300-1 (as amended on 07/13/2015) “On the protection of consumer rights”

Article 18. Consumer rights when defects are discovered in a product
1. If defects are discovered in a product, if they were not specified by the seller, the consumer has the right, at his own discretion, to:
demand replacement with a product of the same brand (same model and (or) article);
demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price;
demand a proportionate reduction in the purchase price;
demand immediate free elimination of defects in the goods or reimbursement of costs for their correction by the consumer or a third party;
refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for the goods. At the request of the seller and at his expense, the consumer must return the defective product.
In this case, the consumer also has the right to demand full compensation for losses caused to him as a result of the sale of goods of inadequate quality. Losses are compensated within the time limits established by this Law to satisfy the relevant consumer requirements.
In relation to a technically complex product, if defects are discovered in it, the consumer has the right to refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for such a product or make a demand for its replacement with a product of the same brand (model, article) or with a different product. brand (model, article) with a corresponding recalculation of the purchase price within fifteen days from the date of transfer of such goods to the consumer. After this period, these requirements must be satisfied in one of the following cases:
detection of a significant defect in the product;
violation of the deadlines established by this Law for eliminating product defects;
the impossibility of using the product during each year of the warranty period in total for more than thirty days due to repeated elimination of its various deficiencies.
The list of technically complex goods is approved by the Government of the Russian Federation.
5. The consumer’s absence of a cash or sales receipt or other document certifying the fact and conditions of purchase of the goods is not a basis for refusal to satisfy his requirements.
The seller (manufacturer), authorized organization or authorized individual entrepreneur, importer are obliged to accept goods of inadequate quality from the consumer and, if necessary, carry out a quality check of the goods. The consumer has the right to participate in checking the quality of the product.
In the event of a dispute about the reasons for the occurrence of defects in the goods, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, or the importer are obliged to conduct an examination of the goods at their own expense. The examination of goods is carried out within the time limits established by Articles 20, 21 and 22 of this Law to satisfy the relevant consumer requirements. The consumer has the right to be present during the examination of the goods and, in case of disagreement with its results, to challenge the conclusion of such examination in court.
If, as a result of the examination of the goods, it is established that its defects arose due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer for the costs of conducting the examination, as well as those associated with its implementation. costs of storing and transporting goods.

1. What's the actual difference between "radio control" and "remote control"?

This is very interesting! Often, when reading about remote control toys, you see that the term “radio control” or “remote control” is used, and often these terms are generally used interchangeably. So is there really a difference in what they mean?

To some extent it depends on who you ask. Take a look at any of the special forums on the Internet and you will see that even within these communities there are different points of view.

Let's first look at the term "radio control". As a rule, this applies specifically to technical device toys. Simply put, we mean that it consists of several main blocks:

“Transmitter” located on the control panel, with the help of which the direction of movement, speed of your device, etc. are set. When you tilt a joystick or press a button, your remote actually translates that command into a message that is sent to your device via radio waves.
"Receiver". It sits inside the device you control and receives instructions transmitted via radio waves from a transmitter.
"Servo". There may even be several of them. They transmit instructions received by the receiver by sending appropriate signals to the motor (or motors) of your device.
"Engine" (or even more than one engine). Receiving instructions from the servo, it executes them, turning them into some specific action, for example, making your car rush forward or go backward, turn right or left, etc.

If you want to learn more about all these components and how they interact with each other, we recommend that you refer to the dedicated technical articles.

This is a fairly simple and understandable explanation from a technical point of view, but what does it mean then? term "remote control" ?

This descriptive term in its common sense is used when talking about controlling a toy or any device from a distance in any way. For example, this could be control by wire, using infrared (IR) communication (which is used in many inexpensive toys today) or using the same "radio control", since it is obvious that using the radio transmitter on your remote control to control the car , you control it from a distance.

Therefore it turns out that all radio managed devices can be considered as remote-controlled, but not all remote-controlled devices have the necessary technical filling to be called radio-controlled.

However, most people still use both of these terms as equivalent and in fairness we can say that this really does not matter until, of course, you are not going to purchase a toy or gadget for which radio control is most convenient. If so, make sure you understand all the details behind all those names to make sure you're getting what you really need.

Some confusion sometimes arises also because English language both of these terms have the same abbreviation - “RC”. In some cases it means “radio control” (Radio Control), and in others – “remote control” (Remote Control).

2. Are radio-controlled toys really expensive?

Yes and no! Depends on what exactly you need.

The most remarkable thing is that the development of new technologies in this area (which we will discuss below) has led to the fact that the range of available toys, equipment and other devices is not only increasing in quantity, but also the very boundaries of what is available are expanding. Today, buyers have a fairly wide choice of both high-end equipment and much more affordable entry-level devices.

For example, you can successfully buy an impressive and fun little RC helicopter for indoor play for less than $30. But at the same time, having high demands, you can spend thousands on the latest model of radio-controlled car with a nitro engine for racing competitions, taking into account the fact that, most likely, you will then also spend on spare parts and on its modernization, which is the majority He considers it absolutely necessary for people who are interested in racing competitions.

3. Are these toys only for children?

In some cases definitely yes, but in others definitely not!

You can certainly buy very nice machines at a very reasonable price for children of any age, which will be excellent for playing at home. On the other hand, there are also great modern nitro-powered race cars that can reach speeds of up to 160 km/h (and they come with a price tag to match!). These are definitely not toys anymore!

In addition, airplanes and other vehicles, which are capable of reaching significant heights and high speeds (like some helicopters and drones), should in any case be used responsibly, and they similarly cannot be classified as children's toys.

4. Is this a hobby for singles?

Although many people think of RC toys as a rather solitary activity, there are actually many ways to spend time with like-minded people today if you're into it.

On the Internet, of course, there are numerous forums and communities in in social networks, where you can discuss any aspect of remote control technology, from maintenance to new technologies and even old collectibles. However, there has always been a strong subculture of clubs for true enthusiasts who want to get involved in racing or simply want to have fun or impress others with their cars.

Today, clubs for fans of all types of radio-controlled equipment are still strong, and if, thanks to this, interest in some areas begins to revive, for example, in increasing the power of cars for competitions, then prices become more affordable.

5. Are they easy to break?

In general, these days, both inexpensive radio-controlled toys and high-end equipment are generally more robust and reliable than they used to be. However, it is worth answering this question in more detail.

Firstly, any technique is usually developed for specific purposes. For example, a sailing yacht with remote control Strong water waves will not work, just as a radio-controlled car designed for a racing track will not cope with a dirty, bumpy road.

Operating radio-controlled equipment in places not intended for it increases the chances of damage or complete failure. And let’s face it, it would be pretty stupid if your equipment breaks down because you simply used it in the wrong place.

Secondly, no matter how reliable something is, you should always be aware of its limitations and how it should be maintained to keep it in top condition. High end RC equipment can be made stronger in a relatively short period of time. However, its optimum performance and overall operating condition may be more degraded by longer operating hours than lower grade equipment if not properly maintained.

So when you're shopping for a remote control appliance, consider how committed you really are to maintaining it, and how respectful you will be of it, and approach your purchase accordingly. This consideration is especially important if you are purchasing an item for a child.

6. Is radio-controlled technology developing?

Undoubtedly! Engine speeds and the reliability of mass-produced equipment are increasing, and, of course, the size and cost of components are decreasing. This means that significantly more are now opening ample opportunities for purchasing (or self-building) radio-controlled equipment in any price range.

The modern development of technology is visible, first of all, in the increased quality of inexpensive remote-controlled equipment, for example, IR-controlled toys, which can be clearly observed on the market in recent years.

Another really interesting development was the increased appearance of technology controlled through Cell phones, as well as via tablets. It uses a wide range of technologies to control your equipment: starting from infrared “whistles” (IR communication modules) connected to mobile device, and ending with the use of Bluetooth.

7. Are there anything else among radio-controlled toys besides cars, planes, boats and helicopters?

Yes, yes and yes again! Today you can easily choose for yourself any radio-controlled equipment you want. From tanks, jets and submarines to completely exotic models of combat robots and animals.

8. Do all radio-controlled toys run on batteries?

Although control panels will always use batteries of one kind or another (be they regular batteries, or more specific rechargeable ones), the equipment itself can run either on batteries and accumulators (also of all kinds), or on so-called nitro fuel.

Nitrofuel is a methanol-based substance with the addition of various quantities oil and nitromethane. The specific type of nitro fuel depends on the equipment you plan to drive (and, of course, your budget!). You can find a wide variety of nitro fuels at hobby stores, and the more intrepid can mix their own!

You can also find equipment that runs on varieties of more traditional gasoline, however, these are less common than those with nitro fuel engines.

As a rule, in the latest models and in competition equipment only nitro fuel or gasoline engines are used. And this is definitely not something you want to manage in your home!

9. Is it possible to somehow update and modernize old radio-controlled equipment?

Of course it depends specific model, which you have, however, copies that were expensive to purchase can usually be upgraded and their technical characteristics improved.

This largely depends on how old the equipment in question is and whether the old parts can be replaced with new parts. On the Internet you can find many impressive examples of restoration of old equipment.

10. Are the best of them only for the street?

While you can buy some absolutely amazing RC vehicles and toys designed primarily for outdoor use today, some recent developments in the field have definitely benefited toys that can be used indoors, from truly fun and durable helicopters and drones to mini cars, various techniques and even robots.

Be that as it may, whether you want to purchase something for outdoor use, or vice versa - for indoor use, today you are guaranteed the opportunity to have the widest choice!

We sell quality products from reliable manufacturers.

At your request, we can open the original packaging and check the product for completeness, appearance and functionality.

1. The procedure for receiving goods from the courier or at the point of delivery:

1.1 Check the product for mechanical damage to the product, packaging and accessories.
1.2 If everything is in order, accept the goods and sign the courier's invoice.
1.3 Otherwise, refuse to receive it due to signs of damage to the goods or packaging.
ATTENTION: We draw your attention to the fact that with your signature you confirm that there are no claims against appearance and product packaging.

2. Actions of the buyer in case of comments on the quality of goods purchased in the store website

Dear customers, if you have any comments about a product purchased in our store, we ask you to follow the following procedure:
1. Go to the customer support section;
2. Fill out the form, select the topic of your appeal: question about product quality and press the button send a request.
This way, your request will go directly to the appropriate specialist and your issue will be resolved as soon as possible.

3.1 How to return or exchange a product if you don’t like it

When purchasing at any of the Young Pope retail stores - 14 days from the date of purchase.
Upon receipt of goods with delivery or at courier service delivery points - 7 days from the date of receipt.

You can return goods to any of the Young Pope stores, regardless of the method of receipt. If you cannot bring the goods to the store yourself, you can send the goods by any courier company to store address indicated in your invoice (delivery fees are non-refundable)

IMPORTANT: Please send the return on your behalf and register it as a new parcel to the store address and be sure to receive a new TRACK NUMBER of the parcel. This way the parcel will arrive as quickly as possible. If this condition is not met, the return period will be two weeks or longer, depending on the remoteness of the region.

3.2 Requirements for returned goods:

The product must be of proper quality, i.e. not have any defects: cracks, scratches, chips, mechanical damage, etc., except for hidden manufacturing defects.
The product must not have traces of use and must be preserved marketable condition, consumer properties, packaging, seals and factory (production) packaging.
Important: The packaging must NOT be damaged or opened, and there must be no signs that the packaging has been tampered with.
Availability of a delivery note with the buyer's signature.
Returns and exchanges of used batteries are not possible.

3.3 Packaging requirements for returned goods:

Assessing the condition of the item may take from 1 to 10 days. After assessing the condition of the goods, a decision is made on the possibility of return.

If it is determined that the product has been used or has defects (cracks, scratches, chips, mechanical damage etc., except for manufacturing defects), then the decision will be negative.

4.1 Warranty and post-warranty service

You can bring the goods to any of the Young Pope stores, regardless of the method of receipt. All warranty and post-warranty service is carried out at the address indicated in your invoice (depending on the region or store where you purchased the product). If you cannot deliver the goods yourself specified address, you can send the goods by any courier company to the store address indicated in your invoice.

When warranty repair The cost of transportation is fully reimbursed. Please note that you can send the goods in any way, but compensation will only be at the Russian Post rate (parcel rate).

IMPORTANT: If you received the goods at a Boxberry delivery point, you can return the goods to the same delivery point. Otherwise, send the return in your name, to the store address and be sure to receive a new TRACK NUMBER of your parcel.
! Specify as recipient entity specified in the invoice.
(DO NOT indicate the name of the store, in this case we will NOT receive the package).

Please note that the Young Pope store provides refunds, repairs or exchanges of goods only upon receipt of the goods in the store. After sending, BE SURE to inform us about the shipment by email:

warranty@website
Name of courier service
order number (indicated in the invoice/warranty card)
Your full name
your phone number

parcel tracking number

4.2 Warranty period Warranty period for radio-controlled models - 3 months
from the moment of purchase. Warranty period for other products (except consumables) - 3 months
1 month The warranty does not apply to Consumables
, which include: batteries, batteries, accumulators, both as part of the model and purchased separately.

The warranty does not cover parts subject to wear: Gears, Motors, Electric Motors, Shafts and any other parts of the model subject to wear.

4.3 Packaging requirements for returned goods:
The goods must be sent in good packaging, ensuring integrity and safety, protecting against loss, shortage, spoilage and damage during transportation.
Cargo packaging must comply with the requirements of GOST of the Russian Federation for the corresponding type of cargo.
The packaging must exclude access to the order by third parties (in such a way that it is impossible to gain access to the product without imperceptibly breaking the outer shell (stretch, branded or colored adhesive tape, etc.).
When sending breakable, brittle or thorny attachments, it is mandatory to use bubble wrap (or equivalent) to cover each breakable attachment. The spaces between individual attachments must be filled. For this type of investment, corrugated packaging or other containers that ensure rigidity of the packaging should be used.

4.4 Warranty

These guarantees are valid upon presentation of: invoice signed by the buyer.
The maximum period of warranty repairs cannot exceed 45 days.
Warranty service for the product includes free repair work or replacement of the product with a new one if repair is impossible.
Warranty do not apply to products that have been damaged as a result of irresponsible or negligent handling, non-compliance with the instructions for using the product, or third party intervention electrical diagram product or performing independent repairs, disassembling the model, normal wear and tear, ingress of liquids, foreign objects.
All warranty conditions apply within the framework of the Law “On the Protection of Consumer Rights” and are regulated by the legislation of the Russian Federation.
Warranty obligations do not apply to: consumables: technical fluids, spark plugs, sealing products, tires and wheels, LEDs, batteries, batteries, cables and adapters.
The warranty does not apply to: parts subject to wear, including gears, motors, electric motors, shafts.

Model customization is not covered by warranty or purchase agreement. The model setup can be done as additional service, for a fee. At the same time, the client can count on free consultations on setting up and operating the model.

5. Responsibility for delivery

We are not responsible for goods transferred to the transport company, courier service or Russian Post for delivery to the client. In case of damage or loss of a shipment during delivery, the recipient must draw up a corresponding report and a claim from the relevant transport company. After this, we will definitely participate in searching for the shipment or obtaining a refund.

6. Product information

Information about the product posted on the website is for informational purposes only and does not constitute a public offer. Specifications, completeness, color may be changed by the manufacturer without notice.

Safety

If the basic rules for using the product are observed, the manufacturer guarantees its safety. Independent use of the product by children under 14 years of age is not recommended.

Official service center for the repair of radio-controlled models

The service center of the Young Pope store carries out professional repairs of the following brands:
Align, Aquacraft, Art-tech, Blade, Cheerson, Double Horse, Dynam, EasySky, FlyZone, Heng Long, HIMOTO, HobbyZone, HouseHold, HPI, HSP, Hubsan, KYOSHO, Maverick, MJX, Nine Eagles, SYMA, Taigen, Tamiya , Team Magic, TRAXXAS, VsTank, WALKERA, WLToys.

According to the Law “On the Protection of Consumer Rights”, it is impossible to return a children’s toy of proper quality to the store. However, if, when purchasing a children's product, defective elements are discovered, the store can request an exchange. How to do this correctly? Read in the article.

Law on Consumer Protection

According to the Law, the consumer has the following rights:

The buyer has the right to return an item of proper quality that he does not like to the store within the first fourteen days (counting starts from the next day after making the purchase), if it does not suit him in shape, dimensions, style, color, size or configuration;
The buyer has a legal right if she has defective items, i.e. the item turned out to be of inadequate quality;
An item can be returned or exchanged if it has a warranty period;

In addition, the buyer has the right to write a claim or file a written complaint against the seller who refuses to fulfill one of the three buyer rights listed above.

Is it possible to return a good quality children's toy?

The following toys of good quality cannot be returned to the store:

Stuffed Toys;
Inflatable rubber children's toys;

So, for example, if a purchased teddy bear does not have obvious defects (torn parts, holes, worn parts, etc.), then the consumer does not have the right to ask the seller to exchange or return the toy because the child simply did not like it.

However, a toy of good quality can be returned to the store under the following circumstances:

If no more than two weeks have passed since the date of purchase;
If the toy has retained its presentation;

Those. the toy is returned to the store in the same form as it was when purchased: in the same packaging, with the same labels, tags, etc.

If the buyer has a receipt or a receipt that can confirm the fact of the purchase.

Warning

According to the Law “On the Protection of Consumer Rights,” the seller does not have the right to refuse to return goods to a buyer who does not provide a sales receipt. An analogue of a check can be any other document confirming the fact of purchase or the testimony of a person who can act as a witness to the acquisition.

What toys can be returned?

If the purchased toy does not fall into any of the categories described in the previous section and it was found to be defective upon unpacking, then you can request from the store:

Replace the purchased children's product with an analogue, but of adequate quality;
Reduce the cost of the purchased toy, taking into account the detected defect;

In this way, you can achieve at least a partial refund of the cost of a defective product, which is especially important if an expensive toy was purchased.

Eliminate the defect at the expense of the store itself (send it for examination and then for repair);
Provide the amount necessary to eliminate the identified deficiencies;
Refund the full cost of the defective toy in exchange for its return;

Thus, toys that are of poor quality are subject to return and exchange.

Return procedure

Returns and exchanges of toys of good quality are possible subject to the following conditions:

It is necessary to make sure that the toy has no traces of use, in other words, it has completely retained its marketable appearance;
Find the sales receipt or receipt issued by the seller at the time of purchase. If there is no receipt, then you can invite a person to the store who witnessed the purchase of a children's toy;

Even if there is no witness to the purchase, the store can ask you to check the cash register tape, which stores information about all purchases made.

Come to the store and present the toy and all documents indicating the reason for the return;

Ideally, if a buyer wants to come to the store and exchange or return a toy, this should be done from the same seller who originally sold the product.

The seller must ask to fill out the appropriate application, which will indicate the reason for returning the toy of proper or inadequate quality;

The application can be drawn up according to a sample provided by the store staff or in any form. As a rule, you will need to indicate your passport details in the application, so you will need to take your passport with you.

After this, the buyer (depending on the purpose of the return) will receive a refund / a high-quality analogue will be provided / the toy will be sent for examination;

Deadlines

If a toy of proper quality is subject to return or exchange, then the money must be returned immediately, or immediately exchanged for a similar product (at a cost) that suits the buyer;
If a defective toy is subject to return or exchange, the money will be returned only after an examination;

If the product was purchased cashless, then the amount of money can only be returned to a bank card when returning the toy.

If the seller refuses to return

In this case you can:

Contact the consumer protection service;
Conduct an examination yourself, and then contact the store again;
Contact a professional lawyer for advice;
Submit a claim;

Sample documents

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We try to select only the best and high-quality toys; at the same time, it is not possible to check all toys for defects or defects. In accordance with all products, either a warranty period or a service life can be established. In most cases, toys have a service life that is indicated on the toy itself, which means that during this entire period toys with manufacturing defects (having a significant flaw) must be replaced. We guarantee exchange if this disadvantage arose before the transfer of the goods to the buyer, even if it was identified during the operation of the goods during the entire shelf life.

Return of toys of good quality

With us you can return goods within 90 days from the date of purchase.

It is important to note that the return of a product of proper quality is possible if its presentation, consumer properties, as well as a document confirming the fact and conditions of purchase of the specified product are preserved. The buyer's absence of this document does not deprive him of the opportunity to refer to other evidence of the purchase of goods from this seller.

In this case the product is returned at the buyer's expense, we will refund you the cost of the returned goods.
Refunds are made to the buyer's bank account or by postal transfer. Refunds by courier or at the point of delivery of orders are not possible.

Returning toys of inadequate quality

If you feel that you have received a product of inadequate quality, then, first of all, contact our managers as quickly as possible. detailed description Your claim. We will try to offer you a mutually beneficial solution to this problem.
If the option we propose does not suit you, then the procedure in this case will be as follows: the buyer returns the goods to us at his own expense, and if the goods turned out to be of inadequate quality based on the results of the examination, we will reimburse the costs of shipping the goods, as well as the cost of the goods themselves .
You can find all the necessary contact information to contact us in the appropriate section.

You can send the return yourself by Russian Post to the address: 199397, St. Petersburg, PO Box 585 Smarti LLC, but We strongly recommend that you first discuss return delivery options with our managers.