Is it possible to exchange the phone. Is it possible and how to get a refund for a purchased phone? “This is a technically complex product

Considering that virtually all electronics belongs to the section of technically complex objects, the question of whether it is possible to return phones to the store receives more than one answer. As the Federal Law "On the Protection of Consumer Rights" fixes, it is realistic to take back the thing purchased by him if defects or defects were discovered within a two-week period.

• A serious flaw cannot be eliminated during repair or such repair will be close to the cost of the phone itself;
• The item cannot be used for at least thirty days during the year during the warranty period, provided that it has already gone through several repairs;
• The term of repair work is more than 45 days - which also gives the right to return the phone.

If the subject of the dispute under the warranty needs repair, instead of returning it to the store while the repair work lasts, the buyer has the right to demand from the seller temporarily and free of charge to provide an analogue for use. Whether you can use this right depends on your initiative, the seller is not obliged to offer this option himself.

The rules for returning the purchased mobile phone within the allotted two-week period oblige the seller to return your money within three days. If the purchased mobile cell is really subject to return, you can also exchange it for a similar serviceable one. The store must provide the goods for exchange within no more than twenty days.

Considering how to get your own money back for a purchased low-quality phone, it is important to know one nuance - the time of delivery of goods to the store in this case can be increased in proportion to the period of the guarantee issued by the store. But you will have to order an examination to identify the fact of a manufacturing defect.

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How to return a phone to a store

To return the phone, to which the seller is often not very happy and does not always answer with instant consent, the store administration needs to submit an application (claim). The application indicates when, what and at what price you purchased, why you want to give the phone back, and then confirm the fact of purchase. Is it possible to fill out such a statement right in the store or not, but it is better to prepare it in advance and slowly so that the seller does not have the opportunity to delay the time until the expiration of your 14 days in order to return the goods.

Regardless of whether the store wants to go to a dialogue and whether it is possible to settle the issue without the intervention of third parties, filing a claim with the store is a mandatory step. The submitted application must be considered within no more than ten days. If you want to exchange goods, the time frame for fulfilling your request is 7 days if the phone is on the shelves in the store, and 20 days if you need to order.

Since a defective gadget can be returned to the store, a refusal is impossible if you contacted on time. When the seller obstructs and does not allow you to take the money, return the subject of the dispute, Rospotrebnadzor or the court come to the rescue.

Many consumers who have set themselves the goal of “I want to return the goods” really have the right to do so - to get their money back actually the next day. But there are cases when they can be completely legally refused. Is there anything you can do and when will we consider further.

Serviceable new mobile phone

The law on the protection of rights allows consumers to return the goods within 2 weeks from the date of purchase (subject to the conditions for the safety of the presentation and not broken tags, seals). But, since the phone is classified as a complex, non-returnable, the situation is changing. Phones and other electronics cannot be returned if they were sold completely serviceable and have no defects.

You have the right to neither exchange nor return a mobile device to the store if you simply do not like it, you want a different color or with different characteristics. This is important to take into account when answering the question of whether it is possible to change or rent smartphones if they are not suitable for buyers. Before returning a new phone, you need to take care of the evidence. Having applied on the day of purchase, the chances of returning the phone without hindrance are much higher, but if you have used the device for several days, you need expertise. Can you do it yourself? You have such a right, but it is better to let the seller do it.

The rights of any buyer when buying a mobile gadget also include the opportunity to be present during the examination. This is standard procedure so that the smartphone can be returned to the seller who does not admit his guilt. Before handing over the goods for inspection, indicate in your statement of your intention to attend the examination, otherwise it will be carried out without you quite legally. Whether it is possible to get a refund for a completed purchase will depend on the verification results. If it is revealed that you have been sold a working new phone and malfunctions due to improper operation, you will not be able to return the device. Moreover, it is you who will have to pay for the examination in this case. Is it possible to hand over a thing that is spoiled due to your carelessness - definitely not.

After purchasing the device, it is important to keep all accompanying documentation, including the sales receipt. These documents will serve as proof of purchase should you need to return it. Can I do this if there is no check? Yes, provided that other papers have been preserved indicating when and where the item was purchased.

Based on the foregoing, is it possible to return a working item to the salon - definitely not, is it possible to return a defective phone back to the store through no fault of yours - definitely yes.

Phone of inadequate quality, defective, under warranty

Almost any gadget of inadequate quality can be returned with full financial compensation, especially a new phone that does not work or does not work correctly through no fault of the buyer. If there are factory defects or other faults that arose before the purchase of the item, the consumer has a guaranteed right to file a claim with the store within fourteen days from the date of purchase. What needs to be returned along with this product - all accompanying documents and accessories.

At your discretion, and not as the seller of the seller decides, you have the right to return your money back, change the broken phone for a similar new one, demand repair or, if you agree to pick up a low-quality one, demand a reduction in its price with a refund of the difference.

When interested in how to return a defective phone, do not forget that this device usually has a warranty period. It allows consumers to return an item even if two weeks have passed since the date of purchase. The conditions for this are as follows:

• Serious design flaw in the smartphone;
• Violation of the terms of warranty repair (more than 45 days);
• The total period of stay of the device under repair for a year is more than 30 days.

When you contact the store after 14 days from the date of purchase of the item, be prepared for the seller to order a quality check (examination).

Return to online store

Return the phone if it is defective, of inadequate quality, the ZOZPP for the returned consumer protection law sets somewhat different rules. The law states that an item can be returned to an online store within seven days from the date it was delivered to consumers. At the same time, a return is possible even if the device is in good working order, since the list of goods that are not allowed to be returned back does not apply to the activities of online stores (with the exception of things for personal use).

If the seller has not set a seven-day deadline for you in writing when returning a cell phone, the return period increases to three months (90 days).

But in order to return the money and return the phone back to the store, it is necessary to comply with such conditions as:

• The presentation of the device is perfectly preserved;
• The smartphone was not in use;
• There are documents confirming the fact and the cost of the purchase.

The return of a new device to the store is not possible even if the above conditions are met, if it was made to order for you (engraving, color, etc.).

The buyer has the right to refuse to purchase without consequences for himself, even on the day of purchase. He does not have to pay any compensation for the return. The return of a defective product, if its price in the online store has changed, is carried out with a recalculation.

The device was bought on credit

For many today, the question is still open about whether it is possible to exchange or return to the store goods purchased on credit. The law protecting consumer rights allows this to be done. At the same time, the procedure for the return of goods itself in this case is almost no different from that which is provided for purchases with personal funds.

Sequencing:

1. Get a statement from the bank about the balance of the debt and the payments made, if any.
2. Bring the device purchased from him to the seller with all accompanying documents, bank statement and cashier's check.
3. Submit an application to the administration to return the phone to the store, indicating the early repayment of the loan and the reason for the return.
4. Expect your requirements to be met.

Keep in mind that the answer to your question "can I get back my money spent on buying a phone with a registered loan?" also depends on whether you made the monthly payment regularly (if enough time has passed to fulfill such obligations). As long as the seller has not canceled the contract with you, you are required to pay the bank. The paid funds are returned to you by the store. Even if a defective item is exchanged for a replacement in a store, the contract is still reissued to receive a new phone.

Again, according to the law, the return of a smartphone is permissible only if it is of inadequate quality. We are not obliged to take back or change the defective goods.

How long does it take to return the phone to the store?

Is it possible to make a return of the goods you purchased, and in which case we considered, now it is worthwhile to dwell in more detail on the timing of this procedure. The Civil Code in force on the territory of the Russian Federation, Article 502 establishes that a purchased item of inadequate quality can be returned within two weeks from the date of purchase. These fourteen days are counted from the date following the day of purchase, that is, if we count it inclusively, we get fifteen days. Moreover, if the last day for the delivery of the goods falls on a weekend, it is transferred to the first working day following this weekend.

According to the law, no store has the right to reduce this period, even when it prescribes such conditions in the contract, on the cashier's check or anywhere else. Such a decrease is a direct violation of Russian law.

In accordance with article 19 of the LPOZPP, the return of the phone, for which the warranty period is established, is extended for the period of the warranty period. That is, if you have a document issued by the store, which says that the warranty for your device is one year, you have the right to file a claim with the seller within a year. Of course, if the malfunctions arise through no fault of yours. If you are not given a warranty card, the store is liable for two years.

In the event that your cellular seller took it for free repair, elimination of defects, the warranty is extended for the time that the device was being repaired. Is it possible to demand a free analogue for the duration of the repair? By law, yes.

The store must return the phone within a month and a half with the issuance of documents for repair and extension of the warranty.

The seller refused to return

When a buyer wants to return a phone of inadequate quality within the first two weeks after its purchase, this is his legal right, but sellers often neglect it, trying to absolve themselves of all responsibility.

Stores do have grounds for refusal in the following cases:

• The terms for the return of the phone, including the warranty ones, have expired;
• There are no documents confirming the purchase of the device from this seller;
• The goods were sold in good condition, they received defects after the sale through the fault of the buyer (the rules allow the store to give the item for examination).

If you were refused, referring to the fact that the factory marriage and the store is not responsible for it, this is not an excuse. Accordingly, your rights were violated upon return. In such a situation, the consumer first submits a claim to the administration for the delivery of the goods (phone) back, and then, if there is no effect, to Rospotrebnadzor or the court.

Claim for product return

In the event that the seller on the spot does not agree to accept his goods back with the return of the money paid for it in full, in accordance with the laws on consumer rights, it is necessary to submit to the store administration an official, written claim for a refund. Let us remind you that you can return the phone back to the store only if it is of inadequate quality and does not correspond to the characteristics declared for it.

Whether in the future this claim will be brought into play for proceedings or, in your situation, it is a simple formality - it does not matter, the claim is made in duplicate. One is given to the administration, the second you keep, but the responsible officer is obliged to put the date of admission and the registration number on it.

A copy of the sales receipt and copies of other documents indicating the fact of purchase and the warranty period are attached to the claim for return. So that your rights are not violated, you need to write a claim in which you clearly formulate all your requirements (you want to receive your money, exchange or repair, do you need an analogue for use, do you want to be present at the examination of the goods, if it is carried out, etc. ).

The claim is considered within ten days with a mandatory written, official response. The same ten-day period also includes a refund.

Complaint to Rospotrebnadzor

Rospotrebnadzor is an executive authority whose activities are directly related to the protection of consumer rights. Each constituent entity of the Russian Federation has its own territorial department, governed by the same law, where citizens should apply if necessary. The current legislation in our case gives several reasons to contact Rospotrebnadzor:

• Revealing violations of consumer rights in the form of providing low-quality services, providing inaccurate information;
• Inclusion in the transaction of conditions that are contrary to the law and infringe on the rights of the buyer (if the return period has been reduced by the seller).

Despite the fact that these issues are directly within the competence of Rospotrebnadzor, consumer protection at this stage only establishes the fact of violation. If you have a property dispute with the seller, you will also have to go to court. Such a need arises when the store categorically refuses to return the money for the phone.

You can submit a complaint to Rospotrebnadzor during a personal visit to a territorial authority or by sending a registered letter with a list of attachments and return notification. For convenience, you can also use the online portal - send a complaint through the government services website, but this requires prior registration. Regardless of the method of filing, the period for consideration of the complaint by Rospotrebnadzor is 30 days from the date of its receipt.

The whole procedure takes a lot of time and can entail additional financial expenses, therefore, before filing a complaint, make sure whether it is possible to return the purchased phone back to the store in your case.

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Often, after purchasing any goods from a store, we are faced with the problem of not meeting our expectations or quality criteria. Cell phones undoubtedly also belong to such goods, since the description often read and seen on advertising brochures often does not correspond to reality, or the purchase has a defect or a technical flaw.

Fortunately for ordinary buyers, in accordance with Article 25 of the Law "On Protection of Consumer Rights", you have the right to return a cell phone to the store within 14 days, in case of detection of inadequate quality, malfunction or marriage.

Mobile phone return and exchange under consumer protection law

To exchange non-food products, you need to know the basic requirements:

• No more than 14 days have passed since the purchase, excluding the day of purchase of the product;
• The external presentation, packaging, purchase receipts, which confirm the purchase, have been preserved;
• The mobile gadget is of inadequate quality or has a manufacturing defect.

In the Civil Code of the Russian Federation, there is article No. 502 and article No. 25 of the Law "On Protection of Consumer Rights", thanks to which the consumer has the right to return a cell phone, if it is found to be defective, to the point of sale where it was purchased. This law regulates the most frequent disagreements between buyers and sellers, to protect the rights of both one and the other, and to improve the quality of services. The details on how to return the phone to the store are described.

Return of a cell phone in case of malfunction within 14 days is law.

Article 18 of the Law "On Protection of Consumer Rights" gives the client the right to return the cell phone if a defect is found, and he has the right to demand from the store to exchange the defective device.

Also, if the buyer or seller does not want to exchange, it is possible to repair the cellular device at the expense of the store, and also simply reduce the price in order to achieve a mutually beneficial deal. Moreover, the malfunction does not have to be technically difficult or, in principle, not correctable, we are talking about any shortcoming of the device.

The law on the return of a cell phone of inadequate quality.

Guided by the same articles of consumer protection laws, if an inadequate quality of a cellular device is identified, the buyer has the right to contact the store where this product was purchased. In the store, you can make demands for an exchange for a working product, a free repair service or a refund of the amount spent. Even after the expiration of a period of 14 days, the buyer has the right to return the device under warranty if:

• A significant flaw has been identified in the cell phone;
• Violation of the terms assigned for the repair of the device (over 45 days);
• More than 30 days for repairs, with repeated works.

If at least one of the reasons is the same for you, you can confidently contact the store and demand a replacement, and according to the law, the seller will be forced to fulfill your requirements.

Reasons for returning a mobile phone to a store within 14 days by law.

In fact, there are not so many reasons for exchanging a cell phone, as well as returning it, we will list some of them:

• Factory defect of the product, which was not noticed when purchasing in a store;
• External and internal phone malfunctions;
• A software malfunction affecting the smooth operation of the device.

If the gadget has a fatal malfunction (does not turn on, frequent shutdowns, failure of the microphone or speaker), or a malfunction that requires a long and expensive repair, it can also be returned to the store.

Is it possible to return a cell phone within 14 days without giving reasons?

Unfortunately for the buyer, and fortunately for the store sellers, it will not work to return the cell phone without explaining the reasons for this. Even in spite of the fact that the goods are in fact non-food items and are presented for return within up to 14 days. This product belongs to the category of technically complex goods, therefore, when making claims in order to return it, a serious justification is required.

Even when a claim is made, there are few cases of refund or replacement of a technically sound device. In any case, if there is a need to return the goods, please write a claim in writing. Various factors may affect the return of technical devices. For example, insufficient incorrect information about the device, inconsistency in shape, overall dimensions, or technical equipment declared.

After filing a claim, you need to expect a response to your request. In a situation where the reasons are quite compelling, but you are still refused, apply to the court, or Rospotrebnadzor.

The buyer has the right to change a working mobile phone within two weeks after purchase - this explanation was published by Rospotrebnadzor. Salons that refuse to exchange can be held administratively liable. Such rules can provoke unscrupulous users who want to borrow cell phones for free two-week "rent".

The current consumer protection law states that the buyer has the right to exchange a non-food product of good quality for a similar product within 14 days from the date of purchase - if it does not fit in shape, size, style, color, size or configuration. In this case, the item being replaced must not have any traces of exploitation, retain its presentation, consumer properties, seals, labels, etc.

In addition, the law allows the buyer to return the product and get back the money paid if, at the time of contacting the seller, there is no alternative desired replacement model. This often led to abuse on the part of consumers themselves: after all, one could always find an excuse and ask to change the purchased item for "the same, but with mother-of-pearl buttons" or "without wings." For example, before the start of the World Cup, TVs with a large diagonal were bought up, and at the end of the games they began to be returned under various pretexts.

Portable telephone type radio

At the same time, the Russian government has the right to determine the list of goods that are not subject to such an exchange. This list includes, in particular, household electronic equipment, computers and duplicating equipment, telephones and facsimile equipment, etc.

According to Rospotrebnadzor, the number of complaints from citizens about communication salons has recently increased, which refuse buyers to exchange cell phones of proper quality for a similar product of another model. “In the opinion of the sellers ... a cell phone, being a household electronic equipment, belongs to technically complex household goods and cannot be exchanged,” the federal service states.

The supervisory authority considers these arguments of the salons unfounded. According to the certificates, a cell phone is a product with the official name "wearable radio station" and has the code of the All-Russian Product Classifier (OKP) "Means of radio communication, broadcasting and television of general use." “Consequently, the name of the product“ cell phone ”is everyday and this product does not belong to the class of products - consumer electronic equipment. Also, cell phones do not belong to telephones ... Thus, the refusal to exchange a specified cell phone of proper quality for a similar product of another model is unreasonable, ”the Rospotrebnadzor concluded.

The letter published the other day also notes that if there are complaints from citizens about the refusal to exchange a cell phone of good quality for a similar product, the territorial bodies of Rospotrebnadzor are authorized to bring sellers to administrative responsibility - a fine in the amount of 10 to 30 thousand rubles.

Extremists or rights defenders

Some market participants point out that buyers often abuse the right to return or exchange quality goods.

“All Russian consumers are divided into several groups: the first, the most numerous, includes those who do not know about their rights,” believes Mikhail Boytsov, managing partner of the law firm. “And many of those who know do not want to defend them in different ways. reasons, mainly - because of laziness. The other part - abuses the right and is ready to change the purchased goods without objective reasons, just like that. Both from a legal and from a human point of view, I will say: abuse of the right in any form is not allowed! However, for this such consumers cannot be brought to justice - unfortunately, our legislation does not contain such norms.In my opinion, as a consumer, it is impossible to change serviceable mobile phones - this infringes on the rights of bona fide buyers who, perhaps for a lot of money, purchase a product that is already in use from an unscrupulous owner, ”the lawyer notes.

However, some large consumer electronics retailers are convinced that there are very few “extremist consumers”: “It is very difficult to imagine a person who would go to the store every two weeks and change the phone. In our network, these are not even tenths of a percent, but only a few, - notes Anton Panteleev, PR manager of the M.Video network. - The letter from Rospotrebnadzor will not affect our activities in any way: we have always changed and will change mobile phones, like any other sold electronics. Moreover, our client has the right to do this within not 14, but 30 days after the purchase. After all, a consumer who has bought a cellular device can understand in a few days that he is not satisfied with it. A prerequisite for the exchange is the preservation of the presentation - if there are scratches or other signs of use, the exchange may be refused. The issue of returning the goods, except for the cases provided for by law, is decided on an individual basis. "

Similar programs of loyalty to buyers of certain goods, which are not formally subject to replacement or return in the absence of manufacturing defects, etc., are also carried out by other retail chains. Thus, the computer center "Key" promises to reimburse the amount paid in the event of a return within three days of a number of computer components, monitors, etc. This list also includes fixed telephones, while mobile phones, communicators and other means of communication cannot be returned. In addition, this program does not apply to consumers who paid for the purchase with a plastic card, on credit, etc.

But not all networks of cellular communication salons in good faith change mobile phones, even with identified malfunctions. One of the latest incidents: a resident of St. Petersburg, Kokhanovskaya, bought an expensive smartphone in the Svyaznoy store on Marshal Zhukov Avenue, and three days later it began to malfunction. The salon refused to return the money, and the customer herself had to send the device for examination - in the service center, she updated the software to the version recommended by the manufacturer. The Rospotrebnadzor department considered such actions a violation, and the Arbitration Court of St. Petersburg and the Leningrad Region on October 25 confirmed the conclusions of the officials and the validity of the 15 thousand rubles fine imposed on Svyaznoy SPb OJSC.

How to return the phone to the store and can it be done? You can't imagine a modern person without a gadget in their hands, and children already know how to use phones from infancy. A telephone is undoubtedly a necessary thing, because without communications and the Internet, we feel out of place. But it also happens that the purchased brand new device turned out to be defective, or its model or color did not dislike. This is where the question arises - how to return the phone to the store. By law, a return is possible, but with some reservations.

There are three legal acts governing the return or replacement of purchases:

• Civil Code;
• Law No. 2300-1 (on the protection of consumer rights);
• Resolution No. 55.

Both the Civil Code and Article 18 of the law say that if a problem is found in the phone, the seller, importer or manufacturer (at choice) can be required to:

• replacement for the same, but working apparatus;
• replacement for a phone of another model (with a surcharge or refund of the difference in price);
• discounts for marriage;
• repair;
• money back.

At the same time, everything about everything you have 15 days from the date of purchase to file a claim with the seller.

Important : there is a clause in the same article - the period may be longer than 15 days if:
- the lack of a telephone is significant (it cannot be used);
- the seller violated the term of the repair;
- after repeated repairs, the phone did not work for more than a month (in total, within a year).

And article 25 of the law says that you can replace a high-quality product if you suddenly don't like it. Only a telephone is a technically complex product, which, unfortunately, is included in the list of products that cannot be exchanged or returned if there are no defects in it.

Important:
in the wilds of the Internet, you can stumble upon publications claiming that telephones are not household electronics, but a portable station, and therefore does not apply to the list of quality goods that cannot be returned. However, this is far from the case, because back in 2002, in the 55th Resolution, changes were made, where the list includes precisely telephones, which include mobile phones.

What to do if your phone is broken

First, you need to decide what you want:

• change the phone to the same, but serviceable;
• change to another;
• repair at the expense of the store;
• return the money.

You are free to choose any of the options and it will be legal. The seller has no right to force you to choose a profitable option for him.... If they object to you that the phones are not changed, but repaired, you can safely refer to the 18th article of the Law on ZPP!

Now you need to decide to whom to write a complaint - to the store, manufacturer or importer. Both the importer and the manufacturer are always indicated on the box or in the instructions for the phone.

Phone warranty

Under Article 5 of the RFP Law, the warranty period can be assigned either by the seller or by the manufacturer.... But this is only a right, not an obligation. At the same time, if the period is not set (there is no warranty card or it is not specified in the instructions for the phone), then according to the second part of Article 477 of the Civil Code, you can write a claim within two years from the date of purchase.

Important: if you paid for the additional warranty, this means that the period in which the phone can be repaired free of charge is extended.

Advice: if you bought a phone, smartphone or communicator for your loved one, daughter, son, mom or dad - keep all the paperwork attached to the purchase, issued in the store. Also keep all included accessories in the machine box when not in use. Keep the kit for the entire warranty period: charger, headphones, headset, in general, everything with which the phone was sold to you.

Some sellers argue that if the warranty is established, then the malfunction must be eliminated, and there can be no talk of replacing or returning the device. However, this is not at all the case!

There is a guarantee, there is no guarantee - you should not think about repairing, because a new serviceable item cannot be compared with an already repaired one!

How to get a refund for a phone

So, you decided not to change the phone to another, but to return it and take it back money... The procedure will be as follows:

• putting the kit into a phone box;
• we make copies from a cash register, sales receipt or from a receipt for payment by card;
• we write the same statements addressed to the management (at each outlet there should be a consumer corner where you can find out the address and the manager or individual entrepreneur);
• we go to the store;
• we present a claim to the administrator (let the administrator sign and put a number on one copy, take it for yourself).

Important: although refusals are now rare, but still happen, explain to the seller that in court you will collect not only the price of the phone, but also moral damage, and a fine - half the cost of the phone, and the costs of a lawyer.

By the way, about the timing - for all procedures, the following terms are legally established:

• money back - 10 days;
• phone replacement - a week (if there is nothing to change for now, the period increases to 20 days);
• repair - 5 days (or by agreement with the seller);
• issue of a working phone number for the period of repair - 3 days.

For each overdue day, you are entitled to a penalty from the seller - 1% of the price of the phone!

On the issue of a work phone: according to part 2 of Article 20 of the Law on ZPP, while your phone is being repaired, the seller is obliged to provide you with a work phone with the same properties as the defective one. That is, if you have a smartphone, then you should also be given a smartphone - with access to the Internet, with the same number of SIM cards, with Wi-Fi, etc.

After the claim and the telephone set are accepted, the seller must conduct an examination at his own expense. And your right is to be present at its holding! If you want to attend, write in the claim about your desire and demand that you be told where and when the examination of the phone will take place.

Advice: if you know for certain that the phone broke down through your fault (fell into the water, from a height, etc.), you should not start a business with a return, the expert will still find out who is to blame. In this case, you will have to pay the experts.

Expertise is not in your favor, and you were denied a return? You have the right to conduct it yourself with an independent expert! But it’s better to do it in court.

Refused? To court!

Under Article 17 of the Law on ZPP, a claim must be filed in a magistrate's court. Moreover, you yourself have
the right to decide in which court the case will be considered:

• at the place of residence of an individual entrepreneur or registration of a store;
• at your place of residence;
• at the location of the store.

At the same time, you do not need to pay the state duty, consumers do not pay it.

You need to bring to court:

• here it is;
• copies of checks in 2 copies;
• copies of all statements are also in two copies;
• copies of certificates, refusals and other papers received from the seller.

Important:
never give the originals of receipts or documents to anyone, keep them with you! In court, they can only be shown for the judge to certify the copies.

When the case is pending, ask the judge to appoint an independent phone review. Forensic examinations are a serious matter, forensic experts will not go for forgery. But you will have to pay for the examination personally, if the store has already carried out the initial one. But do not worry, ask the judge to additionally collect the price of the examination from the store.

In conclusion, advice: before returning the phone to the store, make sure that it is broken through no fault of yours, that it has not been dropped by a child, or bitten by a dog. Otherwise, unnecessary expenses cannot be avoided. And it’s unpleasant. Enjoy the shopping!