According to the Law “On Consumer Rights Protection “, the buyer can return or exchange goods of proper quality purchased in the online store within 14 days, excluding the day of purchase (Article 25 of the Law “On Consumer Rights Protection”). A return is possible if the item is presentable, kept its consumer properties, and if there is a document confirming the fact and conditions of purchase of the specified product. The buyer bears the shipping cost of the returned product.
The return of the product made according to an individual order and based on the proposals and ideas of the customer is possible only if the goods received are of inadequate quality – i.e. with mechanical damage and defects made through the fault of the manufacturer.
In other cases, the consumer does not have the right to refuse a product of proper quality, having individually defined properties, if the specified product can be used exclusively by the consumer who purchased it (Law of the Russian Federation of 07.02.1992 N 2300-1 (as amended on 03.07.2016) “On consumer rights protection ”Article 26.1).