When consumers find that their rights and interests have been damaged, they should negotiate and communicate with the merchant as soon as possible to negotiate and resolve civil disputes, or apply for replacement or return. If communication with the merchant fails, you can call 12315 to protect your rights through legal channels. If the problem still cannot be solved, the merchant can report the merchant's illegal behavior to the market supervision and management department. Of course, consumers can safeguard their legitimate rights and interests by applying for arbitration and filing lawsuits.

Legal Basis

Article 39 of the "Consumer Rights and Interests Protection Law"

If consumers and operators have disputes over consumer rights and interests, they may use the following methods: Ways to resolve:

(1) Negotiate and reconcile with the operator;

(2) Request mediation from a consumer association or other mediation organization established in accordance with the law;

( 3) Complain to the relevant administrative department;

(4) Submit it to an arbitration institution for arbitration according to the arbitration agreement reached with the operator;

(5) File a lawsuit with the People's Court.