1. negotiate with the merchant for a refund first. If the negotiation fails, you can call the Consumers Association hotline 123 15 and ask the staff for assistance.
2. If you contact the Consumers Association and still can't solve this problem, you can sue the merchant.
The process of suing the merchant is as follows:
1. When a party files a lawsuit, it shall first submit an indictment and submit corresponding copies according to the number of the other party. If the party is a unit, the name, address, legal representative or person in charge of the unit shall be stated. The body of the indictment shall specify the facts and reasons for the request and prosecution, and the tail shall be signed or stamped with the official seal;
2. According to the principle of who advocates who gives evidence, the plaintiff submits the materials of the plaintiff's subject qualification to the court. If the enterprise is the plaintiff, it shall submit copies of business license, industrial and commercial registration certificate and other materials, as well as evidence to prove the plaintiff's claim;
3. When submitting documentary evidence to the court, the parties shall fill in the list of evidence in duplicate, indicating the name and pages of the evidence submitted. After the evidence is checked by the court undertaker, the undertaker shall sign and seal the list of evidence, one for the parties and one for the file;
4. After acceptance, if the conditions for prosecution are met, the people's court shall file a case.
Legal basis:
Article 37 of the Law of People's Republic of China (PRC) on the Protection of Consumer Rights and Interests
Consumers' associations shall perform the following public welfare duties:
(a) to provide consumers with consumption information and consulting services, improve consumers' ability to safeguard their legitimate rights and interests, and guide civilized, healthy, resource-saving and environment-friendly consumption patterns;
(two) to participate in the formulation of laws, regulations, rules and mandatory standards related to the rights and interests of consumers;
(three) to participate in the supervision and inspection of goods and services by the relevant administrative departments;
(four) to reflect, inquire and make suggestions to the relevant departments on issues related to the legitimate rights and interests of consumers;
(five) to accept consumer complaints, and to investigate and mediate the complaints;
(six) complaints involving the quality of goods and services, you can entrust a qualified appraiser to identify, the appraiser shall inform the expert opinion;
(seven) to support the injured consumers to bring a lawsuit against acts that harm the legitimate rights and interests of consumers or to bring a lawsuit in accordance with this law;
(eight) through the mass media to expose and criticize acts that harm the legitimate rights and interests of consumers.
People's governments at all levels shall provide necessary funds and other support for consumer associations to perform their duties.
Consumers' associations should conscientiously perform their duties of protecting the legitimate rights and interests of consumers, listen to their opinions and suggestions, and accept social supervision.
Other consumer organizations established according to law shall carry out activities to protect the legitimate rights and interests of consumers in accordance with the provisions of laws and regulations and their articles of association.