Got an iPhone 15 a week ago, the box was fine, but when I opened it there was already a crack on the screen. I messaged support and they're asking for video proof. Do I have the right to a refund or just an exchange? And do I have to pay for return shipping?
Try describing in your support request not just the fact of the crack, but the circumstances in which you discovered it - right after unboxing, with no drops, and the box was intact. This matters because support often refuses returns if they think the damage happened after purchase. By law you have the right to a refund for defective goods, but in practice Wildberries really pushes for an exchange - if they insist, you can write that you're refusing the exchange and demanding a refund of the full amount including the original shipping, since the item arrived defective. You shouldn't have to pay for return shipping out of pocket - that's their problem, they'll send a courier.
Under consumer protection law, you have the right to a refund if the product is defective, but in practice Wildberries often offers an exchange first - try to insist on a refund by pointing out that the phone was damaged during delivery or manufacturing, not due to anything you did. They reasonably require video proof, so film the unboxing and the screen from all angles. By law they should cover the return shipping, but clarify this in your support chat before you send the phone back.
With video evidence, Wildberries will have a much harder time refusing you, so record the unboxing again with a witness if possible. Film from different angles so the box's condition and the screen defect are clearly visible. This will protect you if the marketplace tries to claim you broke the phone yourself.
As for the money - yes, by law you have the right to demand a refund rather than an exchange if the product arrived with a manufacturing defect. But Wildberries really does love offering a replacement first. If you don't agree to the exchange, write to support clearly: ask for a full refund. The marketplace should cover the return shipping itself if it acknowledges the defect - that's part of their obligations. Don't pay anything out of pocket for the shipment.
On my end, I'd note: if you do agree to an exchange, check the device before confirming receipt. Open the package carefully and turn the phone on right away. Send screenshots of the receipt with the time and date - it'll help if something goes wrong with the second device too.
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