In plain words
A claim (претензия, pretenziya) is a written demand to the person who violated your rights: return the money, replace the goods, fix the work, repay a debt. It is a last offer to settle the matter peacefully before going to court.
Sometimes a claim is mandatory: without it the court will not accept a lawsuit. This happens in disputes between companies and sole traders (the reply is usually awaited for 30 days), in motor insurance (ОСАГО) cases, with carriers and telecom operators, and when the contract itself requires a pre-trial procedure. In other cases it is not required but very useful: under the Consumer Rights Protection Law, a 50% fine is imposed on the seller if it did not meet the demand voluntarily, and a claim is the easiest way to prove that.
What to write in a claim
- To whom: the name of the seller or the full name of the person, and the address.
- From whom: your full name, address and phone number.
- What happened: the date of purchase or of the contract, the amount, and what the violation is.
- What you demand: one clear demand, such as refund 30,000 ₽, replace the goods or fix the defect.
- The deadline for a reply and what you will do if the demand is not met (go to court or to Rospotrebnadzor, the consumer protection agency).
- A list of attachments: copies of the receipt, the contract, photos and correspondence.
- The date and your signature.
A template for a purchase is in the sample claim to a seller.
How to deliver it
It is important to be able to prove that the claim was received. There are two reliable ways:
- Bring it in person in two copies. On your copy the employee marks that it was received, with the date and a signature.
- Send it by registered post with a list of contents and delivery confirmation. Keep the receipt and the list.
Email and messengers work only if the contract names them as a way of communication.
Worked example
You returned a faulty vacuum cleaner worth 30,000 ₽ to a shop and on 1 March handed over a claim demanding a refund. By law the shop must do this within 10 days, that is, by 11 March. The money arrived only on 26 March, 15 days late. The penalty is 1% of the price for each day:
30,000 × 1% × 15 days = 4,500 ₽
If the shop does not pay the penalty voluntarily and you win in court, a 50% fine on the amount awarded is added. Without a claim with a delivery date, there would be nothing to count the delay from. You can run similar calculations for contracts in the penalty calculator.
Calculate it yourself
Change the numbers and the step-by-step calculation updates instantly. Russian rules for 2026.
How to avoid mistakes
- Do not mix several demands: by law you must choose one (refund or replacement).
- Write facts and amounts, without emotion or insults.
- Keep a copy and proof of sending.
- Do not wait forever: a claim usually does not stop the statute of limitations, except where a pre-trial procedure is mandatory.
In Russia, Kazakhstan and Belarus
Russia
For disputes between companies and sole traders (ИП, IP), a claim is mandatory: you can go to court 30 days after sending it, unless the contract sets another period (Art. 4, part 5 of the Arbitration Procedure Code). For individuals it is mandatory only in some cases (for example, motor insurance (ОСАГО), carriage, telecoms), but it almost always helps: deadlines and penalties are counted from it.
Kazakhstan
In Kazakhstan, pre-trial settlement is mandatory if the law or the contract expressly provides for it; a consumer first applies to the seller with a written demand.
Belarus
In Belarus, the claims procedure is mandatory in disputes between organisations and sole traders (economic court), and for individuals in cases stated in the law or the contract.