Consumer rights protection

Effective from 1 September 2026

Dear customer,

If you believe that your rights or legitimate interests were breached when you bought goods from IE «VR46», you may send a claim to the Seller, or turn to the competent public authorities, to a body for the pre-trial settlement of consumer disputes, or to a court. This information has been prepared in accordance with the Law of the Republic of Kazakhstan «On Consumer Rights Protection» and does not limit the remedies the law gives you.

1. Contacting the Seller

To have the matter settled quickly, you may send a written claim to IE «VR46». We recommend that the claim state your surname, first name and patronymic, your contact details, the number and date of the order or purchase, the name of the goods, the circumstances of the dispute and what exactly you are asking for.

Where possible, attach documents and materials that confirm the purchase and the circumstances you describe: a receipt or other proof of payment, the order details, photographs, video recordings and correspondence. Not having a cash or sales receipt does not by itself deprive a consumer of the right to prove the purchase by other evidence in the cases provided for by law.

The Seller considers the claim and, if it does not agree with the consumer's demands, sends a reasoned written reply supported by documents within ten calendar days of receiving the claim.

2. Contacting the public authorities

If the Seller has not replied within that period, has refused to satisfy justified demands, or you are not satisfied with the decision, you may apply to the Committee for Consumer Rights Protection of the Ministry of Trade and Integration of the Republic of Kazakhstan or to its territorial department.

Territorial departments:

Current addresses, phone numbers, opening hours and the full list of territorial departments are published in the «Structure» section of the Committee's official website.

3. Filing an application online

An application to a public authority can be filed electronically:

• through the eOtinish service — eotinish.kz;
• through the e-government portal eGov.kz or the eGov mobile app;
• through the Unified Consumer Rights Protection Information System — e-tutynushy.kz, within the functions available in the system.

When filing, choose the Committee for Consumer Rights Protection of the Ministry of Trade and Integration of the Republic of Kazakhstan or the relevant territorial department, and attach the materials that support your application.

4. Pre-trial settlement of a consumer dispute

You may turn to a body for the pre-trial settlement of consumer disputes: an arbitration, a mediator, a public consumer association or a self-regulatory organisation. A dispute is referred to such a body where the parties have a written agreement to that effect, in the manner provided for by law.

The list of bodies for the pre-trial settlement of consumer disputes was approved by Order No. 180-NK of the Minister of Trade and Integration of the Republic of Kazakhstan dated 24 August 2020. Before applying, we recommend checking the current version of the list on the Committee's official website.

5. Going to court

A consumer may go to court to protect violated rights and legitimate interests in the manner established by the legislation of the Republic of Kazakhstan.

Contacting the Seller, a public authority or a pre-trial settlement body does not restrict the right to judicial protection, unless the law expressly provides otherwise for a particular dispute.

6. Useful official resources

• Law of the Republic of Kazakhstan «On Consumer Rights Protection»
• Committee for Consumer Rights Protection — including the current list of pre-trial settlement bodies
• eOtinish service

The contact details of public authorities may change. Where they differ, the information published on the official government websites on the date of your application prevails.

This is a translation. In the event of any discrepancy, the Russian version prevails.