Clothes that don’t fit, a kettle that breaks after a week, an item that looks different from the photo — it happens to everyone. In these situations the buyer is protected by the Law of the Kyrgyz Republic “On Consumer Rights Protection”. Here are the main rules in plain language.
Important: this is not legal advice. Check the current wording of the law in the official database — cbd.minjust.gov.kg.
1. A product of proper quality doesn’t suit you (Article 24)
A non-food product that doesn’t fit in size, shape or colour, or can’t be used for another reason, can be exchanged within 14 days, not counting the day of purchase. Conditions:
- the product has not been used;
- its appearance and properties are intact;
- seals and factory labels are in place (if provided);
- you have a receipt or another document proving the purchase.
Discounted products follow the same rules. The seller must refund the money immediately or, if that is not possible, within seven days.
Not everything can be exchanged, though: the Cabinet of Ministers has approved a list of non-food goods of proper quality that cannot be exchanged (Resolution No. 313 of 13 June 2024). Check it before returning an item.
2. Buying online (Article 24-1)
Products bought remotely have their own rules:
- you can cancel at any time before delivery, and within 14 days after receiving the item;
- if the seller did not give you the return terms in writing on delivery, this period extends to three months;
- the product must keep its appearance and properties;
- the seller refunds within 21 days of your request or within 14 days of receiving the returned item;
- money is usually refunded by the same method you paid with.
Not having a paper receipt for an online purchase does not take away your rights: a bank statement, an e-receipt, order details and messages all count as evidence.
3. Defective products (Article 17)
If a product is defective, the 14-day rule does not automatically apply. You may choose one of these remedies:
- free repair or reimbursement of repair costs;
- a proportionate price reduction;
- replacement with the same product or one of another brand, with the price adjusted;
- cancelling the contract and getting your money back.
If there is a dispute about the cause of the fault, the seller pays for the examination. A claim can be made within the warranty period or, if there is none, within six months of receiving the product.
4. Step by step: how to return a product
- Keep the receipt, warranty card and packaging.
- Contact the seller and state clearly what you want: an exchange, a repair or a refund.
- If the seller refuses, ask which article of the law they rely on.
- Write a claim in two copies. The seller marks your copy as received, with date and signature. If they refuse, send it by a method that confirms delivery.
- If nothing helps, contact the Antimonopoly Regulation Service under the Ministry of Economy (online applications are possible), a consumer association or the courts.
How returns work on Soodahub
Each seller’s return policy on Soodahub follows the law and is shown on the product page — before you buy. To return an item, open the order under “My orders”, select the product and send a request. If the seller doesn’t respond, write to support. More on Delivery and returns and Buyer protection.
Sources: Law of the Kyrgyz Republic “On Consumer Rights Protection” (Articles 17, 24, 24-1); explanation by economist.kg, August 2026.