Wildberries store is one of the largest online trading platforms where you can buy clothes, shoes and much more at competitive prices.
But when making purchases, users can choose the wrong product. This applies to color, size, design and other parameters. Also, do not forget about the factory defect.
Therefore, the question naturally arises of how now to return this order and get back your money, since the payment has already been made.
Returning goods is a standard and regulated process, so there shouldn’t be too much difficulty. You just need to know the basic nuances of returning goods in the Wildberries store.
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Return conditions
The Wildberries store has been operating on the Russian market since 2004, because it was here that it was founded. During this time, the specialists definitely managed to develop regulations, as well as form a system for the return of commercial products.
Before you cancel your order for Wildberries, you need to make sure that it really does not suit you.
The store has compiled a list of reasons, in accordance with the laws of the Russian Federation, for which the client has the right to make a return:
- the appearance differs in comparison with photographs or text description;
- the product has the wrong size, style, length or shade;
- the expiration date at the time of arrival of the parcel has already expired;
- the equipment is incorrect, or some items are missing;
- product arrived defective or defective.
In order to cancel your order, it is also important to comply with the terms set out in the Wildberries store policy for such cases.
These are the following conditions:
- the refund is made within 21 calendar days, but the day of the purchase itself is not taken into account;
- the goods are returned in their original form, packaging and assembly;
- all labels and stickers are saved;
- the product has not been used or worn by the customer;
- a check is optional.
If, when returning an item, it does not comply with these clauses, then the store reserves the legal right to refuse cancellation.
When the reason lies in the presence of a defect, then the goods are sent for additional examination in order to establish factory defects. This takes up to 10 days. If the fact of the factory defect is proven, then the client will receive his money back.
How to create an application
Before making a return to the Wildberries store, the client should make sure that he fulfills all the conditions. Alas, it often happens that a buyer uses the product for a while and then makes a claim for a return. It is logical to assume that in this case, the store will not fulfill the requirements.
If, in this regard, everything is in order and there really is a reason for the return, then you need to start the procedure.
To do this, it is recommended that you first fill out an application. It will speed up the whole process. The application is filled out directly on the website. It is required to select the “Feedback” tab, go to the “Checking goods” section and click “Create a request” here.
Depending on the reason for the return, you need to select the appropriate application form.
When filling out, you need to select a product unit, indicate the reasons, and attach a photo. Wildberries makes the corresponding requirements for the photos sent, which are spelled out on the site.
It takes up to 3 days to verify the application if the product is of good quality, or up to 5 days if the return is made due to a defect or factory defect.
Return options available
Having approximately already understood how to make an appropriate return through Wildberries, buyers will have a natural question about possible ways.
There are several options to choose from.
Before returning the problem product, representatives of Wildberries must first consider the application and make a decision on it. If the application is approved, then a method for making a refund opens.
- Pickup point. These are points of delivery of goods, of which Wildberries already have several hundred. The parcel should be delivered to the nearest or convenient point of issue of orders by yourself. Here, the client has the right to refuse the purchase upon receipt, even if the payment has been made. You will not need to write a second application.
- Courier service. Also, the client can send the parcel through the courier of the online store. But this is a paid service. Costs from 200 rubles. Couriers do not work in all cities. At the same time, there are restrictions on the number of positions returned. Up to 10 items are allowed per courier per day. Calling a courier involves drawing up an additional application through your personal account.
- Post office. An up-to-date method for residents of regions where there is no courier service, as well as pick-up points. The customer will pay for the delivery. But if a marriage or other mistake on the part of the store is confirmed, then the costs will be covered. Sending is carried out only to the address Moscow, PO Box 20, 115551, Wildberries LLC. If you use a legal address, the parcel will be returned to the sender. You will also need to draw up an inventory. Without it, a claim to the composition of the order will not be accepted. If the buyer uses cash on delivery, or the packaging is damaged during delivery, the store reserves the right not to provide a return service.
As for courier delivery, the application is written through the website.
For this you need:
- go to the site using your username and password;
- open a personal account;
- find your purchase history;
- select an item to return from this list;
- click on the return button;
- in the case of a courier service, click “Call a courier”;
- in a new tab with design, select the reason and method;
- press the “Continue” button;
- choose the address, date, and time for the courier;
- fill out an application.
The submitted application will be displayed in a section called “Refunds”.
When the application is reviewed, the tab will display information about the courier. The name and phone number of the person who will come to pick up the package will be indicated. By the time of his arrival, you should prepare the goods themselves, your passport and sign the acceptance certificate.
Possibility of return after purchase
Many are interested in whether it is possible to return their goods to the Wildberries store after payment.
Yes, there is such a possibility. If the client paid for the order, then he has the right to return it, as well as get the money back, within the time frame established by law.
There are also cases when the payment was not made. Then, upon receipt, it is enough to refuse the product.
The question is also in what time frame the consumer can return the purchased and paid product through Wildberries and what guarantees he has for such a case.
Refunds are allowed within 21 calendar days. But if the product has a defect or a factory defect, then the return period is governed by the warranty, as well as expiring expiration dates.
Representatives of the Wildberries store note that their specialists consider applications for the delivery of quality goods no more than 3 days. If these are defective products, then no more than 5 days, but only on condition that all defects are described in the application, as well as supporting photos of proper quality are attached, otherwise it may take up to 10 calendar days for consideration.
When the request is reviewed and approved, the online store has 5-7 business days to transfer the entire refund amount. Just keep in mind that the countdown starts from the moment the product is received by the store.
Returning defective goods
Factory defects are not uncommon, and in such cases, you can also return products and get money back from Wildberries.
But in the situation when it is required to return the defective items, the Wildberries store sets certain rules and requires you to go through a special procedure.
Defective products are returned by filling out an application. Registration takes place through the personal account of the registered user. The user will be required to do the following:
- open a personal account;
- go to the section “Checking goods”;
- select the tab “Refund after payment for marriage”;
- take pictures so that the photos meet the requirements described below;
- click on the button for creating an order;
- select the returned product from the list;
- describe the problem in detail but concisely in the comments field;
- click on the submit button.
Specialists of online stores undertake to process the application within 5 working days. If there were inaccuracies in the design, then the application can be considered up to 10 calendar days.
The return of the order is carried out in the way that the client himself chooses.
Defective products may be returned within the applicable warranty period or expiration date.
How to get your money back
In fact, all that remains is to wait for the approval of the application from Wildberries, and return your money. Moreover, this can be done on the card, or in other ways.
But if the Wildberries trading platform canceled, that is, rejected the application, then the client will have to pay for the delivery, and it will not be possible to return the money for the product itself. This usually happens when customers unreasonably claim the presence of a defect or defect, although they themselves have damaged the product.
In practice, getting a return is not so difficult. If you act according to the law, do not try to deceive the store and present factual evidence, then Wildberries will return the money without any problems.
The only question is how the client wants to get his money back through Wildberries. Receive on a card, in cash, etc.
There are several options to choose from.
- Cash back. Cash is returned through pick-up points, if the order itself was also paid in cash upon receipt. In order for the money to be handed over, you should take your passport with you. They can be picked up by the client himself or by his trusted representative.
- Post office. In this case, when the store receives the goods, the customer can receive the money at the post office. Moreover, 3 options are available at once: in cash, by bank transfer and transfer to the client’s balance.
- Cashless way. To do this, you will need to add bank details in the section with the client’s personal data. Here you should indicate your full name, your personal account number, as well as the BIC of the selected bank. If the data does not match the buyer’s full name, then for the transfer you will need to additionally fill out an application. For a non-cash payment, no more than 10 calendar days are given.
- Return to the card. The client can receive money on his card. In this case, the store sends funds to the current account, that is, you do not need to indicate the card number itself.
- Transfer to a personal account. Also, Wildberries customers can use the refund function in the store itself. The funds received can be further used for new purchases. The amount of money on the balance is displayed in the “My balance” section.
Which of the proposed options to choose will be decided by the client himself.
As you can see, the Wildberries store has a standard return procedure. There are corresponding algorithms and thoughtful steps provided here. It remains only to fulfill them.
If it is difficult to protect against defects and factory defects, then the client can cope with the choice of suitable characteristics of the goods himself. This minimizes the likelihood of a situation arising when you have to return an item.
The procedure is not the most pleasant, since you need to fill out applications, send parcels, wait for responses to applications, wait for the receipt of funds, etc.
But give the Wildberries their due. They work well in terms of refunds, and when all conditions are met, it is almost impossible to encounter refusals.
What do you think about this? Have you ever had to return items? What method of sending did you choose? How quickly was the application processed? What did you dislike about the online store?
We are waiting for your answers, as well as stories from personal experience.
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