Profit is the goal of every business. Businessmen make profits by selling their products, works, and services. Profits can become losses if a businessman doesn’t know and respect his customers’ rights. Respect and knowledge of the rights of consumers is essential for all who work with them.
Today, we’ll be looking at the three major rights of consumers. These are the most likely to cause conflicts between sellers and consumers.
1. The consumer has the right to demand the correct quality of the goods
No one can argue with the fact that goods must be high-quality.
The product is of poor quality, and this is where conflicts start.
A person can ask for a refund if he has purchased a product of low quality.
Replace this product with one of higher quality.
Reduce the cost of low-quality products;
Immediately eliminate all defects from the product without charge
Reimburse him for all expenses incurred to eliminate defects from the product.
Many sellers believe that if there is an official service centre, the person should automatically go there to repair the goods. It isn’t.
The buyer can choose to submit his needs to the seller. The consumer can give the goods to the seller, or he can arrange for its repair.
The consumer can choose which of these requirements to present. The seller cannot force the consumer to replace the goods.
2. The right of the consumer to a full refund on low-quality goods
My experience shows that many sellers don’t know that consumers can request a refund for low quality goods. (With the exception of technically complex or costly goods, where the money is returned only in the event of breakdown within the first month following purchase.
Sellers believe that a buyer of low-quality goods cannot present one of the above requirements. However, he should not demand his money back. Others believe that money is only returned if the goods are broken three times (why can’t they break twice, or even four times? – nobody can explain).
This is however not true.
The buyer can still come to the seller even after the goods have been broken down.
Different scenarios are possible here.
The smart seller will repair or return the goods to the customer if the consumer does not give his request in writing. The seller responds to the question: “What about the money?” The seller replied, “What about money?” You cannot ask for money when we have repaired your goods. Grab the goods and get on your way. Unsweetened consumers legally take their product with them and go.
Legally, the smarter states to the seller that he has made a written demand. This is where the emphasis will be on the repair of the product. The consumer may file a court application to recover the money if the seller fails to pay.
A client approached me shortly before I wrote this article. He didn’t pay attention to my demand that the money be returned. The client repaired the goods and then filed a lawsuit to recover the lost value, moral damages, and losses (cost of shipping the goods to the seller). I told the client that he was wrong. At the trial, the client accepted the claim for payment of cost of goods. The consumer declined the rest of the claims due to our arguments. The case was settled.
Remember the rule regarding the return of goods. There will not be any questions if the price at which the goods were delivered to the seller is the same as the price paid for them. If the goods are more expensive at the time they were purchased than when they were delivered to the seller, the consumer is responsible for paying the difference. If the price is lower, the refund will be paid.
The case I have described in two paragraphs is that a man purchased a lawnmower for 8 million in 2013. At the time of his application for a refund, in 2014, the mower was worth nearly 11 million. This is how much the seller paid him. However, the plaintiff claimed that a similar mower was available from other sellers for 14 million but couldn’t prove it. I was happy with eleven.
3. Consumers have the right to a late reimbursement penalty
The Law states that the seller must immediately return the money to the customer. If this is impossible, the seller must return the money to the consumer within 7 days of the request. The period increases to 14 days if the goods are subject to quality inspection.
In practice, all parties agree that the money must return to the consumer within seven days.
This stage of examination is rare. If the seller does not return the money to the buyer by the due date, he will immediately calculate a penalty equal to 1% of the product’s value for each day that the late payment was made. The seller doesn’t have the obligation to pay it immediately (although he may be aware of that, but this is not a requirement). However, you must understand that a legal-savvy consumer will demand a penalty. If he doesn’t pay, he will take it to court. There will be a penalty. It is up to the court to decide if the penalty will be reduced or not. Different situations can arise in real life.