What is included
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.
The examination uses the submitted product, photographs, packaging, markings, purchase documents, claim, seller's response, service centre report and correspondence.
What is checked
- the presence of the reported defect;
- the nature and location of the defect;
- the likely cause of the defect;
- signs of use, a fall, liquid damage, opening, repairs or overheating;
- completeness, packaging, markings and documents;
- conformity with the description, product listing and stated specifications;
- whether the seller's or service centre's conclusions are justified.
What to provide
- the product and packaging;
- a receipt, order, delivery note or contract;
- instructions, warranty certificate and product passport;
- photographs and video of the defect;
- the claim, seller's refusal and service centre report;
- correspondence with the shop, marketplace or buyer.
Pricing
from RUB 25,000. The final price depends on the product type, complexity of the defect, need for a site visit, volume of documents, number of questions and format of the final report.
How to identify the technical grounds for refusal
Start by writing down the exact reason given by the seller or service centre and separating it from the description of the buyer's complaint. A refusal may refer to signs of external impact, the condition of a particular component, repairs performed or conditions of use. For a technical assessment, it is important to understand exactly which sign is cited and how it was detected.
Signs of use and the cause of a particular defect are different questions. A scratch on the casing, a sign of opening or another external sign needs to be considered alongside the product's design and the nature of the reported failure. If the examination draws a conclusion linking the condition found to the fault being assessed, that link must be explained.
Materials for an initial assessment
- A description of the defect for which the product was originally handed over to the seller.
- The intake document recording the model, number, completeness and condition.
- The full refusal response and diagnostic report with appendices.
- Information about actions taken with the product during checks or repairs.
- Photographs and documents relating to the condition before handover and after return.
If there is no written technical explanation, this gap is noted separately; it does not justify assigning a cause to the defect in advance. The question for the specialist should be framed in terms of facts: what defect is present, what signs of its origin have been found and whether the materials are sufficient to assess the stated explanation.
A technical examination helps analyse the parties' arguments in detail. It does not replace a legal assessment of the warranty terms, the buyer's demands or the participants' obligations, which depend on the documents and circumstances of the particular dispute.