Прочтение этой статьи уменьшит число вопросов по правам потребителя

Департамент защиты прав потребителей сделал небольшой FAQ (часто задаваемых вопросов) на тему наболевших вопросов. Прочтение этой статьи уменьшит число вопросов по правам потребителя.

Вопрос: Если цена товара на прилавке ниже, чем на кассе, обязан ли магазин продать эту вещь по более низкой цене?
Ответ: Когда цена в торговом зале и на кассе отличается, имеет место нарушение Закона о защите прав потребителей. Несмотря на это, магазин не обязан продавать товар по меньшей цене. Правда, в торговле считается правилом хорошего тона продать клиенту товар по более выгодной цене, чтобы сохранить с ним хорошие отношения. Если вы оказались в подобной ситуации, то предложите сотруднику магазина такой вариант. Если на кассе обнаруживается расхождение с ценой в зале, то потребитель имеет право отказаться от покупки.

Вопрос: Если потребитель купил качественный товар, но позже решил, что он ему не нужен, имеет ли он право вернуть его в течение 14 дней и получить обратно уплаченные деньги?
Ответ: 14-дневное право на возврат товара распространяется лишь на покупки, сделанные в интернет-магазине, заказанные в каталоге или во время торговой презентации. Если вы приобрели качественный товар в обычном магазине, то, согласно действующему закону Эстонии, право на возврат в данном случае не действует.

Вопрос: Вступает ли в силу поступившее по телефону предложение с того момента, как потребитель дал свое согласие?
Ответ: Согласия, данного в телефонном разговоре, недостаточно для того, чтобы у потребителя возникло платежное обязательство. Для заключения договора необходимо и письменное коммерческое предложение, подписанное потребителем. Если письменного подтверждения нет, то всевозможные посланные по почте товары считаются вещами, которые никто не заказывал. Если человек принимает их или оставляет себе, то это нельзя рассматривать как согласие с условиями договора.

Вопрос: Если у купленного товара обнаруживается дефект, имеет ли право потребитель требовать возврата денег?
Ответ: Если у товара обнаруживается дефект, то потребитель может обратиться к продавцу для осуществления ремонта или замены. Если ремонт или замена невозможны, то потребитель имеет право получить обратно деньги. Предлагаемый взамен товар должен быть того же цвета, модели и размера. Если продавец предлагает совсем другой товар, то клиент имеет право требовать возврата денег.

Вопрос: Срок предъявления претензий — это то же самое, что и гарантия?
Ответ: Право на предъявление претензии исходит из закона, поэтому предприятие не имеет право менять сроки. Продавец не обязан давать гарантию. Если она есть, должны быть указаны и гарантийные условия. Если есть гарантия, то при ремонте или замене товара вы получаете больше возможностей для действий, чем в случае возможности предъявления претензии.

Вопрос: Распространяются ли права потребителя при совершении покупки у частного лица?
Ответ: На сделки между двумя частными лицами, право предъявления претензии и возврат товара не распространяется. Перед покупкой стоит установить личность продавца, а также учитывать, что спор двух частных лиц сможет решить только суд.

Вопрос: Если товар оказывается дефектным, обязан ли потребитель согласиться на предложенные продавцом вместо денег подарочные карты?
Ответ: В том случае, если ремонт или замена дефектного товара невозможен, а потребитель хочет вернуть деньги, то предложенная взамен подарочная карта или другой товар не являются равноценной заменой деньгам. Продавец может предложить подарочную карту, но потребитель имеет право ее не принимать, а также требовать возврата денег.

 

Источник: Postimees

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