Nikolai Drozd, who heads the Moscow region’s health and consumer protection watchdog, stated that a court ruling deemed Wildberries’ policy of charging customers to return defective goods unlawful. The news line notes a related issue that surfaced in public discussion as part of broader consumer protection concerns in the region.
The Podolsk City Court in the Moscow Region determined that the practice attributed to Wildberries, described as Russia’s largest online marketplace by turnover, violated applicable consumer rights laws by obliging buyers to cover the cost of returning goods deemed of insufficient quality. The court document underscores that the issue centered on whether sellers can or should pass return costs onto customers when the quality of the product does not meet reasonable standards.
Rospotrebnadzor, the body overseeing consumer protection, reported that its request for clarification and enforcement was granted on March 13. Once the court order takes effect, customers will have a direct channel to seek compensation from the seller for any material losses incurred due to faulty merchandise, aligning with established consumer redress procedures and emphasizing fair treatment for buyers in the marketplace.
A Wildberries representative told RBC that the court did not fully appraise the circumstances of the case because the company did not have a representative present during the hearing. The statement also indicated that the platform intends to appeal the decision, signaling that the dispute may unfold further through the judicial process and potential interim measures while proceedings continue.
Earlier, on February 7, the Public Consumer Initiative and Izvestia reported to Rospotrebnadzor that there was a request to verify whether the policy allowing return fees at Wildberries was consistent with consumer protection rules. The exchange cited correspondence from the Public Consumer Initiative to the supervisory authority, highlighting ongoing scrutiny from oversight bodies and media groups about how online markets handle returns and refunds in practice.
Previously, the online retailer’s press service had asserted that the practice permitting a return fee for goods purchased via Wildberries was permissible and that refunds, including shipping costs, could be managed in a way that helps sellers remain price-competitive. The current court decision adds a formal regulatory layer to those claims, potentially reshaping how online marketplaces approach return logistics and cost allocation for defective merchandise in the region.