The law covers Wildberries, Ozon and all other online stores that work with remote sales. Prior to its entry into force, each site set its own return conditions, including limiting the buyer to a single option, such as a mandatory visit to a health insurance company or a retail store.
Since October 2026, the buyer himself determines the convenient method: courier service, pick-up point or mail. The seller and the marketplace do not have the right to impose a specific channel. Shipping costs upon return are borne by the buyer.
The technical requirements for the sites are specified separately. Marketplaces are required to implement in their personal account — on the website and in the mobile application — the opportunity to apply for a refund online. Information about the right to a refund and the available methods should be publicly available. If the payment was made through the platform itself, it also returns the money: the deadline is ten days from the date of registration of the application.
The law applies only to goods of good quality purchased remotely. For goods of inadequate quality, the provisions of the law "On Consumer Rights Protection" with a broader set of buyer's rights continue to apply. Purchases in offline stores remain subject to the standard refund policy.
For sellers trading through marketplaces, the new rules mean a revision of operational processes: the logistics of refunds becomes more complicated, since the buyer will be able to choose any of the acceptable channels, rather than the one that is convenient for the seller. Platforms that accept payments directly assume financial responsibility for timely refunds, with a strict ten—day deadline. Sellers using the FBS scheme or working with their own online stores should check the agreements with logistics partners in advance and make sure that their refund infrastructure covers all three permitted methods.
