Right to Refund
Consumers are entitled to a refund if the product or service does not match what was promised.
🗣️ What this means for you
If a product you bought does not match its description, is of poor quality, or the service you paid for was never delivered or was substandard, you can demand a full refund. This applies to both online and offline purchases. The seller cannot refuse a refund by offering only a credit note or exchange if the product is genuinely defective.
Step-by-Step Action Plan
Immediately request a refund from the seller in writing (email, registered post, or through the platform's grievance mechanism).
Quote your consumer rights under the Consumer Protection Act 2019 in your demand.
If the seller refuses, escalate to the company's nodal officer or grievance redressal officer.
File a complaint on the National Consumer Helpline (1800-11-4000 or consumerhelpline.gov.in).
If still unresolved, file a complaint in the Consumer Commission through e-daakhil.nic.in.
For e-commerce, you can also report on the Central Consumer Protection Authority (CCPA) portal.
⚖️ The Relevant Law
Consumer Protection Act, 2019 (2019)
Section 39(1)(b) and Section 40
"A consumer may file a complaint alleging unfair trade practice or deficiency in service. The Consumer Commission may direct the opposite party to return the price or charges paid by the complainant along with compensation for any loss or harm caused."
⚠️ Punishment / Penalty
The Consumer Commission can order full refund with interest, compensation for mental agony and harassment, and litigation costs. Repeated violations can lead to higher penalties.
Required Documents
- 📄Purchase receipt or order confirmation
- 📄Product/service description or advertisement
- 📄Communication with seller requesting refund
- 📄Payment proof (bank statement/UPI/card statement)
- 📄Photos of product received vs. what was advertised