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Features of buying goods online

Federal Service for Supervision in the Sphere of Consumer Rights Protection and Human Wellbeing.


E-commerce is gaining in popularity in Russia. That and it is not surprising, after all trade through Internet shop is convenient and very favourable both for sellers, and for buyers.

Sale of goods via the Internet is very attractive for entrepreneurs.

Firstly, online trading does not require a regular trading platform, it is enough to create a virtual store, which in fact is a site on the Internet.

Secondly, the seller does not need to buy expensive commercial equipment, hire sales and service personnel.

Advantages of buying goods through the online store and have buyers. After all, goods purchased through distance selling often have a lower price than similar goods in a stationary shop. The buyer has the opportunity to choose the necessary thing without haste, without leaving the house, especially since computer equipment and the Internet today is available in almost every family.

But, unfortunately, online trading also has its disadvantages for the buyer.

Unscrupulous entrepreneurs, when trading via the Internet, often violate the terms of delivery of paid goods or do not deliver the goods to the consumer, sell low-quality goods or intentionally mislead the consumer about the basic consumer properties of the goods. It is often difficult to exchange or return the purchased goods when buying goods through an online store.

Therefore, in order to avoid any unforeseen troubles, it is necessary to know the peculiarities of buying goods online.

If you plan to purchase goods remotely, first of all, please note that the page of the website must provide information about the address (location) and the full company name of the seller, regardless of whether the organization is a legal entity or an individual entrepreneur.

When choosing a product online, the buyer should see all the information about the product, namely:

Its basic consumer properties,

  • place of production,

  • price,


  • terms of purchase and delivery,

  • product life,

  • product shelf life,

  • warranty period,

  • order of payment for goods,

  • the period during which the contract offer is valid.
After the buyer has read all the information about the product and made an online order, he has the right to refuse it at any time before its transfer, and after transfer - within seven days.

Once an online order has been placed for an e-mail, SMS message, or otherwise, the seller should provide information about:

  • seller - full company name and address (location) of the seller,

  • buyer - name, surname, patronymic of the buyer or the person (recipient) indicated by him/her,

  • to the address to which the goods should be delivered;

  • product name, article, brand, variety, number of items included in the set of purchased goods.

  • commodity price;

  • type of service (when provided), time of execution and cost;

  • obligations of the buyer.
Seller's obligations to hand over the goods and other obligations in connection with the handover of the goods arise from the moment the seller has received a corresponding notification from the buyer of his intention to order the products. The contract is considered concluded after the seller has given out to the buyer the cash or commodity cheque, or other document confirming payment of the goods. If the buyer makes a non-cash payment or takes out an object of trade on credit (except for payment with bank payment cards), the seller is obliged to confirm the transfer of the goods by drawing up a waybill or a certificate of acceptance of the goods.

At the moment of delivery of the goods, simultaneously with it, the seller is obliged to present in writing, by placing on production, on the electronic carriers enclosed to the goods, in the product (on an electronic board inside the electric goods in the section of the menu), on container, packing, a label, a label, in the technical documentation, all that information which has been put out on a site.

The seller may use the services of third parties to deliver the goods to the place specified by the buyer (with the buyer's obligatory notification).

If the delivery of the goods is made within the time limits specified in the contract, but for any reason the buyer was unable to accept the goods, the subsequent delivery is made within the new time limits agreed with the seller, after the repeated payment by the buyer of the cost of delivery services.

If for any reason the buyer has decided to return the purchase of the proper quality, the seller shall refund the full amount of the purchase price to the buyer, except for the buyer's shipping expenses. In the event that the information about the product posted on the website does not correspond to the delivered product or the delivery conditions of the product are violated, the buyer has the right to refuse the purchase, and the seller is obliged to return the money to the buyer. If you have been delivered goods of improper quality, you have the right to demand:

  • free of charge elimination of defects in the goods or reimbursement of the costs of their correction by the buyer or a third party;

  • proportional reduction of the purchase price;

  • substitution for a product of a similar brand (model, article) or for the same product of another brand (model, article) with a corresponding recalculation of the purchase price.
In the case of technically complex and expensive goods, these requirements of the buyer are to be met in the case of significant deficiencies.

When returning the goods of improper quality, the absence of the buyer's document confirming the fact and conditions of purchase of the goods does not deprive him of the opportunity to refer to other evidence of the purchase of goods from the seller.

Information on the order and terms of return of goods must contain:

  • address (location) of the seller at which the goods are returned;

  • Seller's mode of operation;

  • maximum period during which the goods can be returned to the seller,

  • warning of the need to preserve the commercial appearance, consumer properties of goods of appropriate quality before returning it to the seller, as well as documents confirming the conclusion of the contract

  • term and procedure for refund of the amount paid by the buyer for the goods.
Even if you have paid for the goods by transfer of funds to a third party account specified by the seller, this still does not relieve the seller of the obligation to refund the amount paid by the buyer when returning the goods, whether of proper or improper quality.