RA Law “On Protection of Consumer Rights”

How to Submit an Application or Complaint

HOTLINE

Yerevan Municipality – 1-05

Competition and Consumer Protection Commission of the Republic of Armenia – 060 830 840

A consumer has the right to return or exchange a non-food product of proper quality for a product of a different size, shape, color, or similar configuration from the seller from whom the product was purchased or at another location designated by the seller, if the product is unsuitable in terms of its shape, dimensions, color, size, or for other reasons cannot be used by the consumer for its intended purpose, with the necessary price adjustment made in case of a difference in price. (RA Law “On Protection of Consumer Rights”, Article 23)

A consumer has the right to exchange or return a product of proper quality within 14 days from the date of delivery, unless the seller has declared a longer period. The deadline for returning a product of proper quality is considered to have been met if, within 14 days from the date of receipt, the consumer has handed the product over to a postal, courier, transportation, delivery, or other service. (RA Law “On Protection of Consumer Rights”, Article 23)

A non-food product of proper quality may be exchanged or returned if the product has not been used, its appearance, consumer properties, seals, and labels have been preserved, as well as the payment receipt or other settlement document provided to the consumer, and there is evidence that the product was purchased from that particular seller. (RA Law “On Protection of Consumer Rights”, Article 23)

At the consumer’s request, the seller (manufacturer) or commission agent is obliged to provide the consumer, free of charge, with a similar durable-use product for temporary use during the replacement period, at the seller’s (manufacturer’s) or commission agent’s expense, including delivery to the consumer. If the required product for replacement is unavailable at the seller’s (manufacturer’s) or commission agent’s premises on the date the request is submitted, the seller (manufacturer) or commission agent is obliged to replace the product within two months from the date of submission of the request. (RA Law “On Protection of Consumer Rights”, Article 19)

The totality of product characteristics relating to its ability to meet the established or implied requirements corresponding to its intended purpose. (RA Law “On Technical Regulation”, Article 2, Part 1, Clause 11)

Non-conformity of a product (work or service) with regulatory documents, the terms of the contract, or the requirements normally applicable to the quality of the product (work or service). (RA Law “On Protection of Consumer Rights”, Article 1)

Material breaches of the requirements applicable to the quality of a product (work or service), including defects that cannot be remedied, defects that cannot be remedied without disproportionate costs or loss of time, defects that recur repeatedly or reappear after being remedied, and other breaches of a similar nature. In such cases, the consumer has the right, at their discretion, to withdraw from the contract and demand a refund of the amount paid for the product (work or service), or demand replacement of the product (work or service) of inadequate quality with a product (work or service) of quality corresponding to the contract. (RA Law “On Protection of Consumer Rights”, Article 1)

The period of operation of a product from the date of commencement of its use or the resumption of use after repair until it can no longer be used for its intended purpose. It may be calculated in units of time or other units of measurement (kilometres, years, etc.). (RA Law “On Protection of Consumer Rights”, Article 1)

The period after the expiry of which a product is no longer fit for use for its intended purpose. (RA Law “On Protection of Consumer Rights”, Article 1)

The period during which, if a defect in a product (work) is discovered, the manufacturer (contractor, seller) is obliged to satisfy the consumer’s claims as provided for by this Law. (RA Law “On Protection of Consumer Rights”, Article 1)

The safety of a product (work or service) for the life, health, and property of the consumer and for the environment under normal conditions of its use, storage, transportation, and disposal, as well as safety during the performance of work or provision of services. (RA Law “On Protection of Consumer Rights”, Article 1)

Information provided to consumers about products manufactured in the Republic of Armenia and in foreign countries shall be provided in Armenian and, at the customer’s request, also in other languages. (Procedure “On the Content of Information on Certain Types of Goods (Works, Services) and Mandatory Requirements for Providing Information to Consumers”, approved by RA Government Decision No. 1923-N of November 7, 2002, Chapter I, Clause 3)

Information provided to the consumer about a specific product must contain the following information:

a) the name of the product;

b) the name of the country of manufacture;

c) the name of the manufacturer (company);

d) the main (or functional) purpose of the product or the field of its application;

e) the procedure and conditions for safe storage, transportation, safe and effective use, and, where necessary, repair, restoration, decontamination, and disposal;

f) the main consumer properties and characteristics;

g) information on conformity assessment;

h) the manufacturer’s location;

i) the price of the product and the terms of purchase;

j) the warranty period (if provided for in accordance with the procedure established by law);

k) references to the regulatory documents whose mandatory requirements the product must comply with;

l) the established service life or shelf life of the product, as well as information on the actions the consumer must take after the expiry of such periods and the possible consequences of failure to take such actions, if the products pose a risk to the life, health, or property of the consumer after the expiry of such periods or become unfit for their intended use;

m) information on the rules governing the sale and purchase of the product.

(Procedure “On the Content of Information on Certain Types of Goods (Works, Services) and Mandatory Requirements for Providing Information to Consumers”, approved by RA Government Decision No. 1923-N of November 7, 2002, Chapter I, Clause 5)

Cultural, household, economic, light-industry, and other products intended for sale to meet the material, cultural, and household needs of the population. (RA Law “On Trade and Services”, Article 2)

A document adopted in accordance with international treaties of the Republic of Armenia ratified in the manner prescribed by the legislation of the Republic of Armenia, or by a law of the Republic of Armenia or a decision of the Government of the Republic of Armenia, which establishes mandatory requirements for the characteristics of products and/or related processes and production methods, including applicable administrative provisions, as well as conditions for the importation and placing of products on the market. It may also include definitions, symbols, packaging, marking and labelling requirements applicable to a product, process or production method, sanitary, phytosanitary and veterinary-sanitary norms, as well as requirements for product registration. (RA Law “On Technical Regulation”, Article 2, Part 1, Clause 2)

The measuring instruments specified by RA Government Decision No. 113-N of February 11, 2016, are subject to verification. (RA Law “On Ensuring Uniformity of Measurements”, Article 16, Part 1)

The verification interval for a measuring instrument is established at the time of approval of the type of the measuring instrument. (RA Law “On Ensuring Uniformity of Measurements”, Article 16, Part 3)

Positive results of the verification and metrological certification of measuring instruments are validated by affixing an imprint of the verification mark to the measuring instrument and/or its passport, and/or by issuing a verification certificate. (RA Law “On Ensuring Uniformity of Measurements”, Article 16, Part 3)

The use of unverified measuring instruments subject to statutory metrological control is prohibited. (RA Law “On Ensuring Uniformity of Measurements”, Article 16, Part 10)

The retail sale of precious metal items bearing illegible fineness marks, distinguishing marks, or maker’s marks is prohibited. (RA Law “On Precious Metals”, Article 6, Part 6)

The following are not subject to mandatory hallmarking:

a) historical or archaeological items made of precious metals, as well as coins, orders, and medals;

b) instruments, devices, laboratory ware, and other items made of precious metals for scientific, medical, industrial, and other special purposes;

c) precious metal inlays on weapons, household items, religious objects used by clergy for religious ceremonies, and similar items;

d) items made of precious metals weighing up to 1.5 grams, including items made of silver weighing up to 3 grams;

e) finely crafted items made of precious metals that cannot be hallmarked;

f) semi-finished products intended for further processing and all unfinished items to which precious metals and/or other components will subsequently be added, as well as thin sheets of precious metals, production castings, waste, and scrap.

(RA Law “On Precious Metals”, Article 6, Part 7)