If you receive a wrong, defective or misdescribed product, complain promptly to the seller and platform. Evidence of the order, promised specifications and item received can help support a request for a refund or replacement.
The Consumer Protection Act and e-commerce rules contain provisions relating to consumer rights and unfair practices. A statement such as ‘return window closed’ or ‘no refund’ does not end responsibility for every defective supply. On the other hand, a return because you have simply changed your mind is different from a claim about a defective product.
What should you do now?
- Keep photos of the delivery, packaging, serial number and problem.
- Submit a written request for a remedy to the platform’s grievance channel and the seller, including the order ID.
- If the issue is not resolved, consider approaching the NCH and, where eligible, following the consumer commission process.
Which documents should you keep?
Keep the invoice, product listing, payment records, proof of delivery and support tickets.
Avoid this mistake
If you do not keep a receipt or tracking details when returning an item, a dispute may later arise over whether it was returned.
A hypothetical example
The online listing showed a new phone, but a refurbished handset arrived. The issue is not merely that the box was opened; compare the listing, invoice and serial details. In your support complaint, clearly describe the difference between the item promised and the item received.
Is an unboxing video mandatory?
It is not legally mandatory in every case, but available objective evidence can help.
Legal basis and useful sources
- Consumer Protection Act, 2019 — complaints, unfair trade practices and remedies
- Consumer Protection (E-Commerce) Rules, 2020
- Department of Consumer Affairs — National Consumer Helpline
This is general legal information. Advice may differ depending on your facts, the applicable law and state rules.