More about the topic E-Commerce & Consumer Rights in India: What Every Online Shopper Should Know
With the boom in online shopping across India, from groceries to gadgets, it's crucial for every consumer to understand their legal protections when transacting on e-commerce platforms. The Consumer Protection Act, 2019 provides robust safeguards to help you shop online with confidence and pursue redressal when things go wrong.
Understanding Your Rights as an Online Consumer
Online consumers enjoy the same rights as offline buyers. These include:
- Right to be Informed: Accurate product descriptions, prices, delivery timelines, return policy, and seller details must be disclosed.
- Right to Choose: Freedom to choose from a variety of products and services, without manipulation.
- Right to Redressal: You can seek compensation or correction if the product is defective, not delivered, misrepresented, or counterfeit.
- Right to Safety: Products must be safe and meet standards. Harmful or unsafe items are grounds for complaint.
- Right to Cancel Orders: Especially for prepaid orders, many platforms offer cancellation before shipment with a full refund.
Return & Refund Policies in India
Each platform (like Amazon, Flipkart, Myntra, etc.) has its own return/refund policy. However, under the law:
- Return windows must be clearly communicated.
- Refunds must be processed within 7–14 business days after pickup or return approval.
- If a product is defective or not as described, you're entitled to a full refund or replacement.
- Even in "No Return" policies, if the product is defective or fake, the seller is liable.
Keep screenshots, invoices, and email confirmations to help in case of a dispute.
Online Fraud, Fake Products & Misleading Ads
The law also protects you against deceptive practices. Common issues include:
- Non-delivery of products
- Fake or counterfeit goods
- Wrong item shipped
- Misleading ads or overhyped marketing that doesn’t match reality
If you're affected, you can take action via eDaakhil, the online consumer complaint portal.
How to File a Complaint Against an E-Commerce Platform
Step-by-step guide:
- Try resolving the issue via the seller’s or platform’s customer care.
- If unresolved, gather all documentation: invoice, emails, screenshots, chats.
- Visit edaakhil.nic.in and register/log in.
- Select the appropriate Commission (District/State/National) based on your claim amount.
- Submit your complaint and upload supporting evidence. No lawyer is required.
You can also file an offline complaint at the respective Commission office.
Tips for Safer Online Shopping in India
- Check product reviews and seller ratings.
- Buy only from reputed or verified sellers.
- Keep records of every transaction (screenshots, invoices, communication).
- Always read the return and refund policy before ordering.
- Beware of deep discount scams or unofficial websites.
Educating yourself as a consumer is the best protection. The law is on your side, but action must begin with you.
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