Expert examination of defective goods
Establishing the presence of a defect, its nature and cause, the product's condition, completeness, markings, packaging and conformity with the stated specifications.
from RUB 25,000
For buyers and businesses
Defective product?
We'll look into the cause.
Independent product examination in disputes over returns, replacement, repairs, warranty refusals or the cause of a defect. Assistance for consumers and businesses: establishing the defect, the product's condition and the cause of the defect.
Describe your situationFirst we assess the task, then agree on the examination.
Before work begins
We will prepare a basis for addressing the substance of the dispute.
Keep the product, purchase documents, markings and photographs of the defect. These materials will help us determine what needs to be checked and whether the original product needs to be inspected.
Choose questions for the expert ↗Procedure
How to prepare for an expert product examination
In a product return dispute, it is important not simply to claim a defect, but to document the product, documents, packaging, markings and the circumstances in which the defect was discovered.
Keep the product and packaging.
Do not discard the box, labels, markings, instructions, warranty certificate, components or signs of shipping.
Do not discard the box, labels, markings, instructions, warranty certificate, components or signs of shipping.
Take photographs and video.
Document the product's overall appearance, the defect, markings, packaging, contents, signs of damage and operation.
Document the product's overall appearance, the defect, markings, packaging, contents, signs of damage and operation.
Collect documents.
Receipt, order, warranty certificate, product listing, claim, seller's response, service centre record, correspondence and before/after photographs.
Receipt, order, warranty certificate, product listing, claim, seller's response, service centre record, correspondence and before/after photographs.
Do not repair the product before inspection.
Repairs, opening, cleaning, replacement of parts or dismantling carried out on your own may alter the physical evidence.
Repairs, opening, cleaning, replacement of parts or dismantling carried out on your own may alter the physical evidence.
Have an expert inspect the product.
The expert documents the defect, the product's condition, the likely cause of the defect and signs of use or manufacturing origin.
The expert documents the defect, the product's condition, the likely cause of the defect and signs of use or manufacturing origin.
Services
Types of examination for returned goods
Expert product examination for consumers
Independent product examination when a return, replacement, repair or warranty claim is refused, or in a dispute with the seller over the cause of a defect.
from RUB 25,000
Expert product examination for businesses
A quality check of returned goods for a seller, importer, manufacturer or online shop: defects, condition, signs of use, completeness and packaging.
from 30 000 ₽
Product quality check
An initial product check: the presence of a defect, operation, appearance, completeness, packaging, markings and accompanying documents.
from RUB 15,000
Dispute over the cause of a product defect
Examining the causes of a defect: manufacturing defect, damage from use, mechanical impact, signs of repair, opening, liquid damage or failure to follow instructions.
from 30 000 ₽
Warranty refusal: independent examination
Checking whether a warranty refusal is justified: the presence of a defect, signs of improper use, mechanical damage, signs of opening, repairs or the effects of external factors.
from RUB 25,000
Review of a seller's examination report
Reviewing a seller's, service centre's or expert's report: completeness of the examination, justification of conclusions, description of defects, causal links and source data.
from RUB 25,000
Expert examination of a marketplace purchase
Examining a product purchased on a marketplace: defects, completeness, packaging, markings, signs of use and discrepancies with the product listing and description.
from RUB 25,000
Expert examination of electronics and household appliances
Inspection of electronics and household appliances within the expert's competence in product examination: appearance, completeness, markings, signs of use, damage, repairs and discrepancies with the description.
from 30 000 ₽
Expert examination of furniture, footwear and clothing
Examination of non-food goods: furniture, footwear, clothing, bags, accessories, textiles, household items and construction products.
from RUB 25,000
Specialist opinion on product returns
Preparation of a specialist opinion on the presence of a defect, its cause, the product's condition, completeness, markings and questions for an expert examination.
from RUB 35,000
Questions for a product expert
Formulating questions on the defect, its cause, quality, completeness, signs of use, conformity with the description and the warranty dispute.
from RUB 10,000
Who it is for
How an examination helps consumers and businesses
- For a consumer:
document a defect, check the seller's refusal, confirm the defect's manufacturing origin and prepare a report for a claim or court proceedings. - For a business:
check returned goods and identify signs of use, a fall, liquid damage, opening, repairs, failure to follow instructions or an unjustified return. - For an online shop:
assess the product's condition after return, completeness, packaging, markings, signs of use and consistency with the stated reason for return. - For a marketplace seller:
document the product's condition, packaging, completeness, damage, substitution and signs of use, and prepare a position in the dispute.
The expert's task: establish the presence of a defect and its likely cause, rather than promise an automatic refund or automatic refusal of the buyer's claim.
Questions
Sample questions for the expert
- About the defect:
Does the product have the reported defect, how does it manifest itself and which component is affected? - About the cause:
What is the likely cause of the defect: a manufacturing defect, damage from use, mechanical impact or other factors? - About the condition:
Are there signs of opening, repairs, a fall, liquid damage, overheating, improper use or failure to follow instructions? - About conformity:
Does the product conform to its description, markings, specified contents, instructions, packaging and stated specifications?
Pricing
Indicative costs
| Expert examination of defective goods | from RUB 25,000 |
| Expert product examination for consumers | from RUB 25,000 |
| Expert product examination for businesses | from 30 000 ₽ |
| Product quality check | from RUB 15,000 |
| Dispute over the cause of a product defect | from 30 000 ₽ |
Articles
Detailed guidance
What to do if a product is defective
How to preserve evidence, documents and packaging, and prepare for an independent product examination.
Consumers and businesses: who an examination helps
How an examination helps a buyer establish a defect and a business check its cause and the condition of returned goods.
Quality checks and expert examinations: the difference
How an initial quality check differs from an expert examination in a dispute over the cause of a defect.
Inquiry
Send product photographs, documents and a description of the defect
You can send a receipt, order, product listing, warranty certificate, claim, seller's refusal, service centre report, and photographs of the packaging, markings, defect and signs of use.
- for a consumer — establish the presence of a defect and its cause;
- for a business — examine returned goods and assess its position on a claim;
- quality checks, specialist opinions and report reviews;
- marketplaces, shops and service centres.