In the future, the market for wooden doors is expected to grow stronger, with more transparency in pricing and improved after-sales service systems. Consumers will benefit from better quality control and clearer return policies. For example, if a product has quality issues, it can typically be returned within seven days, especially for home goods that are considered durable.
**Case Review**: Mr. Zhang purchased a set of solid wood doors from a building materials store. Upon delivery, he noticed several small scratches on the surface and cracks in the bottom layer of the door. He requested a refund, but the seller refused, stating that discounted items could not be returned. They only offered basic maintenance, which left Mr. Zhang frustrated.
According to Article 24 of the New Consumer Protection Law, if the goods or services provided by an operator do not meet the required quality standards, the consumer has the right to return the item, request a replacement, or ask for repairs. If there are no specific national regulations or agreements between the parties, consumers can return the goods within seven days of receiving them. After that period, if the conditions for contract cancellation are met, they can still return the product. If not, they can still demand repairs or replacements.
**Rights Protection Guidance**: This law emphasizes that consumers have the priority to return goods when quality issues arise. Even for discounted or promotional items, such as prizes or gifts, operators cannot avoid their obligations to repair, replace, or refund. Therefore, Mr. Zhang had the legal right to request a refund from the seller.
**Xiaobian Analysis**: Although the new consumer law allows for a seven-day return window, wooden doors are not like fast-moving consumer goods such as clothes or food. It often takes longer for problems to become apparent, making the seven-day rule less practical. In reality, many consumers end up paying out of pocket for repairs. Extending warranty periods and improving after-sales support may be more beneficial than just focusing on short-term returns.
**Prohibiting the Disclosure of Consumer Information – SMEs Forced to Find New Ways**
**Case**: Ms. Wang, who lives in Qiaoqiao North, reported that after she bought her house last year, she was constantly bombarded with phone calls and text messages from various wooden door companies and material suppliers. This continued until the second half of the year, even after her renovation was completed. She estimated that nearly 30 companies sent her messages, seriously disrupting her daily life and violating her privacy.
According to Article 29 of the New Consumer Protection Law, businesses must not send commercial information to consumers without their consent or if they have explicitly refused.
**Rights Protection Promotion**: Sending commercial information includes delivering ads, promotional messages, telemarketing, and SMS promotions. If operators violate this, authorities can confiscate illegal income and impose fines ranging from one to ten times the amount obtained. If no illegal gain is involved, a fine of up to 500,000 yuan may be imposed.
**Xiaobian Analysis**: In Nanjing’s wooden door market, few businesses rely heavily on phone or SMS marketing, especially small and medium-sized enterprises. While the new regulations protect consumer rights, they also force these smaller businesses to seek alternative marketing strategies. This could make their already challenging situation even harder. If they don’t adapt quickly, some wooden door businesses may struggle to survive.
**Burden of Proof Reversal: Solving the Consumer’s Evidence Dilemma**
**Case**: Mr. Zheng purchased a branded wooden door, but after using it for just two months, multiple issues arose. When he contacted the seller for a solution, the seller claimed the damage was caused by Mr. Zheng himself and refused to replace the door. Since Mr. Zheng couldn’t provide evidence, the issue remained unresolved.
According to Article 23 of the New Consumer Protection Law, for durable goods such as cars, computers, TVs, refrigerators, air conditioners, washing machines, or decoration services, if defects appear within six months of purchase or service, the burden of proof falls on the operator. This helps consumers who may not have the means to prove the issue themselves.
**Rights Protection Reminder**: This rule applies specifically to durable goods and certain service categories, and only within the first six months after purchase or service. After that period, the responsibility shifts back to the consumer.
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