Reklamujesz towar? Sprawdź, czego możesz zażądać od sprzedawcy

Bardzo ważnym elementem procesu reklamacyjnego jest sformułowanie żądania reklamacyjnego pod adresem sprzedawcy. Jego prawidłowy wybór przy wypełnianiu reklamacji może przyczynić się do efektywnego i szybkiego zakończenia całej procedury.

Poniżej charakteryzujemy cztery możliwe żądania. Częstą praktyką klientów składających reklamację jest wybór więcej niż jednego z nich, np. naprawy towaru lub wymiany na nowy. Taka kombinacja jest jak najbardziej dopuszczalna, jednak jeżeli decydujesz się na żądanie zwrotu pieniędzy za towar lub obniżenia ceny towaru, to raczej nie powinieneś go łączyć z innymi żądaniami.

Zapamiętaj: żądania zwrotu pieniędzy nie łączymy z innymi żądaniami reklamacyjnymi!

Zanim zaczniesz czytać dalej…

Wybór żądania należy tylko i wyłącznie do ciebie. Warto jednak wiedzieć, że w niektórych sytuacjach sprzedawca ma prawo nie przychylić się do twojej propozycji, powołując się na konkretne przepisy zawarte w kodeksie cywilnym. Wówczas przedsiębiorca powinien zaproponować ci inny sposób rozwiązania danej sprawy.

Wszystko zależy od twojej indywidualnej sytuacji, przede wszystkim od istotności wady, od tego, czy reklamujesz dany towar po raz pierwszy, czy łatwo lub trudno go naprawić lub wymienić.

odstąpienie od umowy lub obniżenie ceny produktu

Naprawa towaru lub wymiana na nowy

Sprzedawca jest zobowiązany dokonać naprawy lub wymiany towaru w szybkim czasie oraz bez nadmiernych niedogodności dla klienta. Przepisy nie wyszczególniają jednak konkretnych terminów, do których przedsiębiorca powinien się stosować. Kodeks mówi jedynie, że powinno to nastąpić w terminie „rozsądnym”. Wynika to z różnorodności wad, które posiadają poszczególne towary.

Mogą być na tyle skomplikowane, że ciężko będzie je naprawić od ręki czy w przeciągu kilku kolejnych dni. W przypadku wymiany może wystąpić problem z dostępnością danego sprzętu.

W tym przypadku niewskazana jest jedynie opieszałość sprzedawcy, na którą powinieneś zwrócić szczególną uwagę. Jeśli okaże się, że przedsiębiorca nie wywiązuje się ze swojego obowiązku w rozsądnym czasie, warto ustalić z nim jeden konkretny termin, w którym oczekujesz na realizację reklamacji.

Jeśli i to nie poskutkuje, zmień dotychczasowe żądanie i żądaj zwrotu pieniędzy.

Przykład

Poprosiłeś o naprawienie obuwia. Sprzedawca uznał twoją reklamację, ale jej realizacja przeciąga się w czasie. Wyznaczyłeś przedsiębiorcy termin 1 tygodnia na naprawę wady. Złożyłeś stosowne pismo, w którym prosisz o wydanie towaru do 7 dni. Nie otrzymałeś w tym terminie naprawionych butów, a więc masz pełne prawo zażądać zwrotu pieniędzy.

Kiedy sprzedawca ma prawo ci odmówić?

Gdy naprawa towaru lub jego wymiana na nowy:

  1. jest niemożliwa do zrealizowania (np. rodzaj uszkodzenia wyklucza naprawę a towar danego typu nie jest już produkowany). W takim wypadku sprzedawca powinien zwrócić cenę sprzedaży towaru;
  2. wymaga nadmiernych kosztów, w porównaniu do drugiej możliwości (przykładowo gdy żądasz naprawy towaru, a tańszą opcją jest wymiana).

Obniżenie ceny towaru lub zwrot pieniędzy

Niezależnie od tego, czy prosisz o zwrot pieniędzy lub obniżenie ceny reklamowanego towaru, pamiętaj o tych uniwersalnych zasadach:

  1. Nie możesz żądać zwrotu pieniędzy, jeśli wada towaru jest nieistotna. Na przykład: uszkodzenie klawisza w pilocie od telewizora nie pozwala ci prosić o zwrot pieniędzy za odbiornik.
  2. Jeśli chcesz, aby sprzedawca obniżył cenę produktu, powinieneś dokładnie określić, jaką kwotę powinien zwrócić Ci sprzedawca.
  3. Warto podkreślić, że czynności reklamacyjne związane z obniżeniem ceny towaru lub zwrotem pieniędzy za zakup wyglądają trochę inaczej przy pierwszej i przy drugiej reklamacji.
Pierwsza reklamacja

Jeśli już przy składaniu pierwszej reklamacji nie zdecydujesz się na żądanie naprawy lub wymiany wadliwego towaru, lecz zażądasz obniżenia ceny lub zwrotu towaru, sprzedawca może uchylić się od takiego żądania. W tym celu powinien on „niezwłocznie i bez nadmiernych niedogodności dla kupującego wymienić rzecz wadliwą na wolną od wad albo wadę usunąć”.

Przykład

Reklamujesz kurtkę puchową, która rozpruła się na szwie. Żądasz od sprzedawcy zwrotu pieniędzy, ten jednak proponuje, że w ciągu 7 dni kurtkę naprawi. Ponieważ składasz reklamację tego produktu po raz pierwszy, powinieneś przystać na propozycję sprzedawcy.

Kolejna reklamacja oraz sprzedawca, który przy pierwszej reklamacji nie wywiązał się ze swoich obowiązków

O wiele łatwiej jest, gdy reklamujesz ten sam towar drugi, czy kolejny raz, albo gdy sprzedawca nie wywiązał się ze swoich obowiązków przy pierwszej reklamacji (nie naprawił wady lub nie wymienił towaru na nowy).

Sprzedawca musi bezwzględnie uznać twoje żądanie zwrotu pieniędzy, gdy:
  1. towar był już wcześniej wymieniony lub naprawiany;
  2. sprzedawca nie wywiązał się z obowiązku wymiany lub naprawy towaru na etapie wcześniejszej reklamacji.

Termin, w jakim sprzedawca powinien ustosunkować się do twojego żądania

Mówiliśmy już o tym, że przepisy nie są precyzyjne w kwestii długości terminu na wykonanie przez sprzedawcę naprawy towaru lub jego wymiany na nowy. Jak jednak wygląda kwestia terminu na samo ustosunkowanie się przez sprzedawcę do zgłoszonego żądania? Co się stanie, jeżeli sprzedawca ten termin przekroczy?

Wokół tego tematu obrosło wiele mitów i nieprawdziwych opinii. Tymczasem sprawa jest nadzwyczaj prosta.

Sprzedawca powinien ustosunkować się do żądania reklamacyjnego najpóźniej w terminie czternastu dni od jego zgłoszenia. Jeżeli tego nie zrobi a klient domagał się naprawy towaru, jego wymiany na nowy lub obniżenia ceny (czyli de facto zwrotu części pieniędzy zapłaconych za rzecz), wówczas uważa się, że żądanie klienta zostało uznane za uzasadnione. Ta tzw. fikcja prawna nie dotyczy sytuacji, w której konsument żądał zwrotu całej ceny sprzedaży. W takim wypadku braku odpowiedzi sprzedawcy nie można interpretować jako zajęcie takiego czy innego stanowiska w odpowiedzi na złożoną przez klienta reklamację.

 

Tagi:

Dominik Francica

Napisał:

Dominik Francica
Specjalista ds. Likwidacji Szkód Majątkowych

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