The family was unpleasantly surprised when they bought a new computer – I thought such things were no longer possible these days.

The child will be without a computer for two weeks and the family without money

A woman tells you that she bought an HP computer for her daughter’s studies, so she was eager to receive a new learning tool.

January 6 After receiving the package and unpacking the new computer as expected, the whole family was surprised: the product had clearly visible signs of use.

“After unpacking the box, we immediately realized that something was wrong. The computer was wrapped in bubble wrap, there were no documents in the box. We turned off the computer, it was used! There were scratches on the body, not just a scratch, but the entire bottom and sides were scratched. My old computer I have been using for 5 years and it looks better. In a word, the question whether it is new has certainly not arisen. We were all in a slight shock, I thought that these things are no longer possible today, “he says.

The day after delivering the damaged product to Pigu.lt representation, the woman was once again unpleasantly surprised. Heard from a store consultant that the computer was not Pigu.lt item, so you cannot return the money immediately.

The consultant said that the computer is not his product: “We will send it to the suppliers, when they return the money, we will return it to you within 14 days.” But I bought the item at Pigu.lt and I have absolutely no interest in who provides them. How come it’s not your product? Delphi readers.

The buyer observes that he cannot wait long for his money back because his daughter’s studies need a computer and she does not have another.

“The result is that the child has to be without a computer for another 2 weeks, and we wait for our money and then we look for another computer, because I will never buy on this platform again,” he says.

Pigu.lt: we will refund your money within 1-2 business days

Commenting on this situation, Ernestas Kačerauskas, Marketing Manager at Pigu.lt, points out that in such cases, the product returned by the buyer is usually handed over to the seller to assess whether the product was damaged by the customer or before the sale.

“Then the decision is made to return the money to the customer. The whole process takes up to 14 days, but the problem is often resolved much faster.

In this case, we have already contacted the seller, who uses Pigu.lt e. trading platform to sell your range. We ensure that the customer will get the money back in 1-2 business days “, says E. Kačerauskas.

For us who work in the Pigu.lt shopping center on the Internet, the shopping experience of each client is very important. When problems arise, we try to fix them as quickly as possible, learn from our mistakes, and improve.

We are very disappointed in this situation, we apologize on behalf of everyone for the inconvenience caused – we constantly communicate with the sellers so that these cases do not happen again and the customer experience when shopping online in our supermarket is positive and convincing to return ”, Says the representative of Pigu.lt

SCRPA: the actual seller has to return the money

Commenting on this situation, the State Service for the Protection of Consumer Rights (SCRPA) points out that it is probable that the consumer bought the product in Pigu.lt, as a platform that not only trades goods itself, but also allows other providers to trade on its platform. In this case, it is first important to assess whether the consumer has received detailed information before purchasing the product about who the actual seller of the product is, what are the main characteristics of the product and other information that must be provided to consumers.

Delphi note that Pigu.lt The description of the HP equipment on the platform indicates that the product is in new condition and that the seller is Mdata. Under SCRPA, the cost of returning a poor quality item is borne by the seller.

In accordance with the provisions of the Civil Code, if the buyer rescinds the contract due to the inadequate quality of the item, the seller must return the price paid immediately, but no later than within fourteen days from the date of return of the item. . The seller, when reimbursing the price paid to the buyer, has no right to deduct from it the amount by which the value of the item has decreased due to its use or loss of appearance of the item or due to other circumstances.

‘The Civil Code stipulates that before entering into a distance contract, the merchant must provide the consumer in a clear and understandable manner with the necessary, correct and complete information on the goods and services sold, the characteristics of the goods and services, the merchant, the final price of the goods or services, payment, delivery, the contract, performance conditions, etc. The burden of proving that the information is provided to the consumer rests with the entrepreneur. An entrepreneur who has not fulfilled or improperly complied with the obligation to provide information to the consumer must compensate for the losses suffered by that consumer, ”says the SCRPA.

To avoid similar situations, the SCRPA advises consumers to evaluate what information the seller provides about themselves and the goods and services they sell before buying online. The seller must indicate his contact details, information about the product and its main characteristics, information about the payment procedure, delivery, execution of the contract, price of goods or services, information about the product warranty, right to terminate the contract remote, etc.

We also recommend that you do not forget to exercise the right to inspect the product as soon as you receive it. If the courier requests to confirm the acceptance and quality of the merchandise with a signature, it is important to first inspect the merchandise and its packaging. By signing that they have received a quality product without damage without unpacking it, the consumer runs the risk of assuming the consequences of the defects of the product purchased ”, draws the attention of the SCRPA.

Last year, VVAT received 2,500 complaints from similar consumers

According to SCRPA, in the three quarters of 2020, nearly 2,500 consumer complaints were received in the e-commerce arena. Consumers more frequently complain of restrictions on late delivery or return of goods, such as when sellers avoid refunding goods returned by consumers on the grounds that the goods have signs of use or are damaged, do not respond to claims or miscalculate termination fees.

“Recently, consumer complaints about the commercial appearance of received products have become more frequent. Consumers note that they received a product that was probably already used by someone and returned it to the seller. In this case, we emphasize once plus the right of the consumer to take the opportunity to inspect the product before accepting it and to record the status of the product received, ”says SCRPA.

Among other things, the consumer to whom the defective product was sold has the right, according to the Civil Code, to: 1) require the seller to remove the product’s defects free of charge (repair the product); 2) require the seller to replace the wrong quality products with the right quality products free of charge; 3) require the seller to reduce the price accordingly; 4) Unilaterally terminate the contract and demand the return of the price paid.

However, the buyer has no right to withdraw from the contract if the defect in the goods is insignificant. In all cases, the buyer is entitled to compensation for losses resulting from the sale of poor quality goods. In a claim for damages, the injured party is required to substantiate the amount of property damage suffered with specific evidence, and if it cannot accurately prove the damage, the amount is determined by the court.