In plain words
The Law of the Russian Federation «On Consumer Rights Protection» (ЗоЗПП, ZoZPP) protects a person who buys goods or services for themselves, not for business. It applies when the other side is a shop, a company or a sole trader (ИП, IP). If you bought something from a neighbour through a classified ad, this law does not apply: such disputes are settled under the Civil Code.
The consumer's main rights are: to receive goods without defects and full information about them, to return or exchange goods, to demand free repair, to get money back for a poor service, and to receive a penalty for delay.
Key deadlines
| Situation | Deadline |
|---|---|
| Return goods of proper quality (if they are not on the non-returnable list) | 14 days, not counting the day of purchase |
| Cancel an online purchase | 7 days after receipt |
| Get money back for goods with a defect | 10 days after the demand |
| Replace goods with a defect | 7 days, or 20 days if a check is needed |
| Warranty repair | no more than 45 days |
For more on the return rules, see the article «Returning goods».
Penalty and fine
- For delay in meeting demands about goods (refund, replacement, repair): 1% of the price of the goods for each day.
- For delay in the deadlines of work and services: 3% of the price for each day, but no more than the price of the service.
- Since 1 February 2026 (Law No. 500-FZ), the total penalty for goods, as a rule, also may not exceed their price. The court may reduce it if it is clearly disproportionate.
- If the seller did not meet the demand voluntarily, the court collects a 50% fine on the amount awarded. From 2026 the fine is not imposed if the delay was caused by the consumer or if the parties concluded a mediation agreement.
In addition, the consumer can claim compensation for moral damage, and for claims worth up to 1 million ₽ does not pay the state fee.
Worked example
A crew had to finish renovating a bathroom for 80,000 ₽ by 10 June and finished on 20 June, 10 days late. The penalty for a service is 3% per day:
80,000 × 3% × 10 days = 24,000 ₽
This is less than the price of the work, so the cap does not apply. If the contractor does not pay after a pre-trial claim and the court awards 24,000 ₽, a 50% fine is added: another 12,000 ₽. The total is 36,000 ₽, plus compensation for moral damage if the court awards it. You can run similar calculations in the penalty calculator in the "Under a contract" mode.
Calculate it yourself
Change the numbers and the step-by-step calculation updates instantly. Russian rules for 2026.
How to avoid mistakes
- Keep the receipt, the contract, correspondence and photos. Without a receipt you can rely on witnesses or a bank statement.
- Make your demand in writing: deadlines and penalties are counted from the date it is delivered. A template is in the sample claim to a seller.
- Check the seller by its OGRN or INN (tax number): this is who you would be suing.
- If the seller does not reply, you can complain to Rospotrebnadzor: sample complaint.
In Russia, Kazakhstan and Belarus
Russia
The main law is Law of the Russian Federation No. 2300-1 of 7 February 1992 «On Consumer Rights Protection». Since 1 February 2026 amendments apply (Law No. 500-FZ): the penalty, as a rule, may not exceed the price of the goods, and the cases in which the 50% fine is not collected are clarified. Complaints are accepted by Rospotrebnadzor.
Kazakhstan
Kazakhstan has its own Law «On Protection of Consumer Rights»; supervision is carried out by the authorised consumer protection body, and a complaint can be filed through eOtinish.
Belarus
Belarus has its own Law «On Protection of Consumer Rights»; complaints are handled by local executive committees and the Ministry of Antimonopoly Regulation and Trade.
Sources: Law of the Russian Federation «On Consumer Rights Protection» («О защите прав потребителей»), ConsultantPlus, Rospotrebnadzor: consumer rights protection («Роспотребнадзор»)