The relationship between the seller and the buyer has always caused a lot of controversy. As practice shows, the golden rule of "The customer is always right" does not always work in the field of trade and services. Until now, the most pressing problems among both buyers and sellers are those related to the exchange and return of purchases. Despite the fact that the current Law of the Republic of Kazakhstan "On Consumer Rights Protection" clearly stipulates the rights of buyers in various situations, many sellers are in no hurry to exchange the sold goods or return the money for them, arguing their refusal for many different reasons. So what is the buyer really entitled to?
The labels in many retail outlets are ominously warning that "the goods cannot be returned or exchanged." Is it legitimate for their owners to refuse to replace what they sold or return its value? Definitely not. Regardless of where the product was purchased, on the market or in a store, it must be remembered that Kazakhstani consumers are reliably protected by the Law of the Republic of Kazakhstan "On Consumer Rights Protection". On the basis of this law, the seller is obliged to ensure the exchange or return of goods of both proper and improper quality (paragraph 5 of Article 24 of the Law).
The most common cases of consumer violations occur during the return or exchange of goods, and it is more difficult to return or replace high-quality goods than low-quality ones. According to paragraph 1 of Article 30 of the Law, a buyer can exchange a purchased non-food product of proper quality, but for some reason does not satisfy his needs or does not possess the necessary properties for a similar product of a different size, shape, size, style, coloring, configuration within 14 calendar days from the date of purchase of the product. In the event that a longer period is not specified by the contract. If a similar product (for example, clothing or shoes) is not on sale at the time of the exchange, the consumer has every right to purchase other products from the available range with an appropriate recalculation of the cost, or to receive back the cost of the product or exchange it for a similar one. Mandatory conditions for exchange or return: the sold product must not be in use, its appearance, consumer properties, seals, factory labels are preserved, there is a document confirming the purchase of the product from a specific seller (cash register or sales receipt), and the product is not included in the list of goods that cannot be exchanged.
According to the legislation, the exceptions are
1) medicines, medical devices;
2) underwear;
3) hosiery;
4) animals and plants;
5) square footage goods (fabrics made of fibers of all kinds, knitted and curtain fabrics, artificial fur, carpets, nonwovens, ribbons, lace, webbing, wires, cords, cables, linoleum, baguette, film, oilcloth).
6) a cellular subscriber device.
If the document confirming the purchase of the goods has been lost or for some reason has not been issued to the consumer, the exchange or return of the goods must be made if the consumer proves the fact of purchase from this seller (manufacturer).
