How do I return an item on Yandex Market if the seller won't accept it?

How many days have passed since you bought it?

If the product doesn't work from day one, that's a clear defect and the seller has no right to demand proof of how you're using it - that's their problem. You have the right to a refund or replacement within 14 days of purchase (or longer if the manufacturer specified it in the warranty). File a complaint with Yandex Market support with photos of the broken coffee maker and a description of the issue - you don't need to send them any videos. If the seller keeps refusing, Market's support team will back you up - they know consumer protection laws better than most sellers do.

Demanding a video is a violation. The seller is obligated to accept goods with obvious defects without any conditions. If the coffee maker doesn't turn on or is clearly broken, you have the right to a refund or exchange under consumer protection laws. Yandex Market should side with you.

Here's what to do: open a dispute right in the app and select the reason "Item doesn't match description" or "Defective." Describe the issue simply - the coffee maker hasn't worked since day one. Attach a photo of the item, your receipt, or a screenshot of the order. A video of it in use is not required and shouldn't be a condition for returning defective goods. If the seller keeps demanding a video through the dispute, Market will sort it out themselves and side with you - the platform puts pressure on sellers who break the rules.

If the dispute isn't resolved in your favor after a few days, contact Yandex Market support. They usually resolve these issues quickly. The main thing is don't agree to the seller's conditions and don't send a video just like that. You already paid for a working product.

I had a similar situation buying an electric kettle - the thing wouldn't turn on from the start, and the seller also started asking for some kind of proof. Turns out I had every right to just not send anything back and demand a refund through Yandex Market's buyer protection system.

In your case, timing is key. If it's been no more than two weeks since the purchase, the coffee maker is clearly broken, and it didn't work on day one, that's undisputed defect. The seller is trying to shift the burden of proof onto you, but it's their job - to prove the item was fine when they sent it. Asking for a video of you using it is just an attempt to stall and make excuses. Don't fall for it.

Go through Market directly. Find your order in the app, hit "Return item" and pick the reason "Item is broken or doesn't work." If the seller keeps refusing, don't wait - open a dispute right in the returns section. Market will take your side if you explain that the coffee maker didn't work from day one. Photos of the broken item might help, but the seller has no right to demand videos of you messing with it. The buyer protection system exists for exactly these situations.

Try reaching out to Marketplace support directly - you don't need to negotiate with the seller if the product is clearly broken 😊 Explain that the coffee maker didn't work from day one, and attach photos or video of the actual defect (scratches, cracks, won't turn on). Marketplace handles these cases quickly when there's an obvious defect, and the seller will be forced to accept the return.

Try sending him a screenshot of the receipt and a photo of the item in its packaging in the chat first - sometimes they soften up when they see you're serious :) But if that doesn't work, you need to open a dispute through Market: then the platform will handle it, not the seller, and for obvious defects they definitely won't require a video.

That's a defect, and the seller is just trying to dodge their obligations. They don't need a video from you, because a coffee maker is supposed to work in the first place, not work well if you use it properly. Those are two different things. The law protects the buyer in these situations, and Yandex Market knows it.

Write a complaint to the seller in writing - better through the chat in the app so everything is documented. Tell them the product has an obvious manufacturing defect, won't turn on (or isn't working, depending on the issue), and you're demanding a refund or replacement. No extra explanations and no video. If they keep insisting, go straight to filing a complaint with the platform itself.

Yandex Market has built-in buyer protection. Go to "My Purchases," find the coffee maker, click on the issue, and file a complaint right through the app. Specify that the product hasn't worked since you received it. Market will look into it and force the seller to accept the return - the platform doesn't care at all if the seller refuses, because they're liable to you. In my experience, these issues get resolved in a couple of days in the buyer's favor if it's clear-cut.

Demanding video proof is genuinely against the rules, but here's the thing: it all depends on what exactly doesn't work. If the coffee maker won't turn on at all or is clearly broken inside - you're right, you don't have to provide evidence. But if the problem is less obvious (like it's heating weakly or leaking), the seller can ask for confirmation that you're using it correctly - that's legally harder to push back against.

In any case, first ask the seller in writing what exact proof they need and why they won't accept the item as defective. If they don't give you a straight answer or keep refusing - file a complaint through the service. Yandex Market protects buyers pretty well in these situations, and usually the admin takes your side if the product was faulty when you received it.

You don't need to make a video, and don't rush to send the coffee maker back right away either. The main thing is not to agree with the seller's demands, even if he's pressuring you. Your job is simply to describe the problem: won't turn on, doesn't heat up, won't brew - whatever the actual malfunction is. That's enough to kick off the return process through Marketplace.

You go into the app or on the website, find your purchase, click on returns, and pick the reason "item doesn't work" or something similar. Marketplace will give you a form with questions - you fill it out based on what actually happened. If the seller rejects your claim, you file an appeal straight to Marketplace, and then the moderators sort it out. That's the real solution, not negotiating with the seller.

Here's the catch: if Marketplace asks you to send the item for inspection to the seller (that happens a lot in disputes), don't stress. Even if the seller says there's no defect - his opinion doesn't count. Marketplace usually sides with the buyer when there are obvious defects. The key thing is to describe the problem clearly and don't lie about what caused the breakdown. Save screenshots of your communication with the seller - they might come in handy.

Here's the thing people forget: when you send the item back, save the tracking number and screenshots of all your messages with the seller, otherwise he can later claim he never received the package. I've dealt with a situation where something arrived defective, and the seller kept dragging it out, but as soon as I mentioned I'd file a complaint with Yandex Market - he agreed right away.

The seller really has no right to demand a video when there's an obvious defect, that's just him trying to weasel out of it. If it's a decent amount of money, it makes sense to file a complaint with Market support right away - they'll take your side and force him to either refund you or send a working item.