Pipoyan Discusses the Draft Law on Returning Purchased Goods

The Ministry of Economy of Armenia has developed a draft law that aims to make it easier for consumers to return or exchange purchased goods. In sales outlets throughout Armenia, there must be a visible panel displaying the conditions for returning and exchanging goods, as well as a list of items that are non-returnable. If this panel is not posted, the outlet will receive a warning. If the panel is not installed within a year, the outlet will be fined 50,000 dram.

This draft law, prepared by the Armenian Ministry of Economy, proposes amendments to the Law on Consumer Rights Protection and the Administrative Violations Code. The draft was published on October 18 on the legal act publication website e-draft.am.

“This is a case where the fine is not just a penalty and that’s it; it solves a problem. That is to say, even after paying the fine, the store is obliged to post the panel. The fine could have been 30,000 or 100,000; the amount is not what is significant,” said Babken Pipoyan, the president of the NGO “Informed and Protected Consumer,” during a meeting with journalists.

Pipoyan emphasized the importance of adopting this draft law, as it will eliminate the need for businesses to be “persuaded” to accept back goods that are in proper condition. “There are many cases when people report to our NGO that a particular store does not accept returns. The store says one thing, the consumer says another, and the law states something entirely different. In this case, there will be clear criteria for returning goods that every consumer will see when entering a shop,” Pipoyan explained.

According to the consumer rights defender, it would be beneficial to include a provision regarding the establishment of a decision-making commission in the law. “Even with the presence of the panel, disputes may arise regarding whether the particular 10,000 dram bag was used before the return or not. I find it very pointless for the parties to go to court and spend months resolving an issue concerning a 10,000 dram product. It would be better to have a commission that makes an irrevocable decision for both parties,” said Pipoyan.

The law already defines which products are non-returnable under any circumstances. These include food products, medications, household chemicals, and cosmetic items. Among the latter, only perfumes are allowed to be returned or exchanged, while creams, dyes, and lipsticks (even if unopened) may be stored under inappropriate conditions for that product, such as in very hot or cold places, thus becoming unsuitable for use.