Short answer: A non-food item of proper quality that does not fit in size, colour or style can be exchanged within 14 days, not counting the day of purchase, provided it is unused and its labels and receipt are kept (Law "On Protection of Consumer Rights", Article 15). For defective goods, the buyer may choose replacement, repair, a price reduction or a refund, and repairs must be completed within 14 days (Article 7). For online purchases, the buyer may withdraw from the contract within 7 working days without giving a reason (Law "On Electronic Commerce", Article 9). Consumers pay no state duty on such claims.
Exchanging non-defective goods: the 14-day rule
If a non-food item of proper quality does not suit the consumer because of its shape, size, style, colour or for another reason, the consumer may exchange it at the place of purchase. The period is 14 days, excluding the day of purchase, and the seller may announce a longer one (Article 15.1). The Civil Code sets the same 14-day period (Article 623.1).
Conditions for an exchange:
- the item is unused and keeps its appearance and consumer properties;
- seals and labels are intact;
- the receipt, cash slip or other document issued with the item is kept (Article 15.1).
If no suitable item is in stock, the buyer can choose: buy another item with the price recalculated, take back the money, or wait until a suitable item arrives. The seller must notify the buyer on the day it arrives (Article 15.2; Civil Code, Article 623.1). The law makes no separate exception for discounted goods.
Goods that cannot be exchanged. The list of goods excluded from this rule is approved by the Cabinet of Ministers (Article 15.1). According to summaries published in the press, it covers jewellery, fabrics sold by the metre, perfume and cosmetics, swimwear, underwear and hosiery, personal hygiene items, household chemicals and toys. If a defect appears, the defective-goods rules still apply to these items.
Defective goods: buyer's remedies and seller's deadlines
If a defect is found during the warranty period, the consumer may, at their own choice, require the seller or manufacturer to (Article 7.1; Civil Code, Article 624):
- replace the item with one of proper quality;
- reduce the price proportionately;
- remove the defect free of charge or reimburse repair costs;
- exchange it for a different model, with the price recalculated;
- terminate the contract, refund the price and compensate losses.
When refunding, the seller may not deduct anything for use (Civil Code, Article 624.5). If the same model now costs more, the buyer does not pay the difference on replacement (Article 7.4).
| Situation | Deadline | Basis |
|---|---|---|
| Exchange of non-defective goods | 14 days (day of purchase excluded) | Law, Article 15.1 |
| Replacement of defective goods, item in stock | immediately; 14 days if a quality check is needed | Article 7.3 |
| Replacement of defective goods, item not in stock | 2 months from the claim | Article 7.3 |
| Free repair of a defect | 14 days (or an agreed period) | Article 7.6 |
| Sending goods for expert examination | 3 days from the written claim, at the seller's cost | Article 14.4 |
| Penalty for delay | 1% of the price per day | Article 7.6 |
| Withdrawal from an online purchase | 7 working days; refund within 7 days | E-Commerce Law, Article 9 |
While household appliances or vehicles are under repair, the seller must, at the consumer's request, provide a similar item free of charge (Article 7.6). The seller is not liable if it proves the defect resulted from breach of the rules of use or storage, actions of third parties or a natural disaster (Article 7.10).
Warranty period, shelf life and the receipt
The warranty period runs from the day the item is handed to the buyer; the shelf life runs from the date of manufacture (Article 6.2). Selling goods past their shelf life is prohibited. If a food product turns out to be of poor quality within its shelf life, the seller must replace it or refund the price (Article 7.5). The warranty is extended by the time the item spends in warranty repair, and restarts if the item is replaced (Article 6.4).
Where no warranty is set, the buyer may raise claims about defects within two years of delivery (Civil Code, Article 589.2). Where the warranty is shorter than two years and the defect appears after it expires but within two years of delivery, the buyer may still claim if they prove the defect arose before delivery (Article 589.7).
Is the receipt mandatory? The seller must give the buyer a receipt, cash slip or other written document, and a consumer's claim is considered on presentation of that document and, for goods under warranty, the technical passport (Article 7.7). The Civil Code is broader: evidence that the item was bought from that seller is enough (Article 623.2). So if the receipt is lost, a bank statement, online order confirmation or correspondence may serve as evidence.
Online and distance purchases
Under the Law "On Electronic Commerce", before an order is placed the seller must disclose its name and address, the main features of the goods, the price including taxes, delivery costs and the right of withdrawal (Article 8.1). Regardless of the payment method, the buyer may withdraw from the contract within 7 working days, without penalty and without giving reasons (Article 9.1). The seller must refund the amount within 7 days without extra charges; only the cost of returning the goods may be charged to the buyer (Article 9.4).
Unless agreed otherwise, the withdrawal right does not apply to goods made to the buyer's specifications or perishable goods, to audio, video and software once unsealed, or to newspapers and magazines (Article 9.5). Unless agreed otherwise, an order must be fulfilled within 30 days; if the goods are unavailable, the money must be refunded within 7 days (Article 10). Online shops must also protect customer data — see our article on personal data protection.
Where to complain, and going to court
- Written claim to the seller. State your demand (replacement, repair, refund) in writing, with a date, and keep a copy.
- State agency. Since August 2024, compliance with the rules on exchanging and returning non-food goods has been supervised by the Antimonopoly and Consumer Market Control State Agency under the President. Complaints can be filed through the "Application, complaint, suggestion" section of competition.gov.az, by email to office@competition.gov.az, or in person; the hotline is 195-1-4. Food products are outside this Agency's exchange-and-return supervision.
- Court. Besides the consumer's claim, the court also decides on compensation for non-pecuniary (moral) damage (Articles 12 and 26). Consumers are exempt from state duty on claims concerning violations of their rights (Article 26; Law "On State Duty", Article 9.1.5). For the general rules on enforcing a judgment, see our article on debt recovery through the courts.
For sellers: obligations and fines
Contract terms that restrict consumer rights compared with the law are invalid (Article 16). A "no returns" sign therefore has no legal effect. Sellers must issue a receipt, show prices in manat and provide accurate information about the goods (Articles 7.7 and 13.1).
| Offence (Code of Administrative Offences) | Fine |
|---|---|
| Breach of the rules on exchanging or returning sold goods (Article 444.2) | AZN 600–900 |
| Failure to provide required information about goods (Article 453) | AZN 200 |
| Including terms restricting consumer rights in a contract, and other violations (Article 447) | individuals AZN 350–500, officials AZN 1,500–2,000, legal entities AZN 4,000–6,000 |
| Providing false information to a buyer in e-commerce (Article 459.1) | individuals AZN 350–500, officials AZN 1,500–2,000, legal entities AZN 4,000–6,000 |
Frequently asked questions
I lost the receipt. Can I still exchange the item?
The consumer law refers to presenting the receipt, but the Civil Code accepts any evidence that the item was bought from that seller. A bank statement or order confirmation can help.
The seller sent my defective phone "to the service centre". How long must I wait?
The defect must be removed within 14 days unless another period was agreed. For each day of delay you can claim a penalty of 1% of the price.
Clothes I bought online don't fit. Can I get my money back?
Yes, you can withdraw within 7 working days without giving a reason. The seller must refund within 7 days; only the return shipping cost may be charged to you.
A defect appeared after the warranty expired. Do I still have rights?
If the warranty was shorter than two years and the defect appeared within two years of delivery, you can claim by proving the defect existed before delivery.
Does a consumer pay a fee to go to court?
No. Claims concerning violations of consumer rights are exempt from state duty.
How we can help
Affidacons helps consumers prepare written claims to sellers, file complaints with the Antimonopoly and Consumer Market Control State Agency, and represents them in court. For businesses, we align returns policies, online shop terms and contracts with the law, and support clients in inspections and fine disputes. Learn more about our litigation and legal representation services or contact us.
This article is general information and does not constitute legal advice. It is based on the Law "On Protection of Consumer Rights" (Articles 6, 7, 12–16, 26), the Civil Code of the Republic of Azerbaijan (Articles 589, 615, 623–625), the Law "On Electronic Commerce" (Articles 8–10), the Law "On State Duty" (Article 9.1.5) and the Code of Administrative Offences (Articles 444, 447, 453, 459) (October 2026); legislation may change. Obtain advice on your specific circumstances before acting.
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