What to Do When a Product You Bought Online is Defective

Table of Contents

• Introduction
• 1. Check the Product and Gather Evidence
• 2. Contact the Seller or E-Commerce Platform
• 3. Know Your Legal Rights
• 4. File a Complaint if Necessary
• 5. Refund, Replacement, or Compensation
• 6. Keep Track of Timelines
• Conclusion

Introduction

Online shopping is convenient, but sometimes products arrive damaged, faulty, or different from what was advertised. Indian law protects consumers in such situations, giving you the right to a refund, replacement, or compensation under the Consumer Protection Act, 2019. Acting promptly and following the correct steps increases your chances of a successful resolution.

1. Check the Product and Gather Evidence

As soon as you receive the product, inspect it carefully. Note defects, missing parts, or any damage. Take clear photographs or videos of the product, packaging, and delivery receipt. Keep all communication records with the seller, including emails, chats, and invoices. This evidence will be crucial if you need to escalate your complaint to the e-commerce platform or consumer forums.

2. Contact the Seller or E-Commerce Platform

Most reputable online sellers and marketplaces have structured complaint and return policies. Contact the seller through official channels, describing the defect and requesting a refund or replacement. Platforms such as Amazon, Flipkart, and Myntra provide dedicated grievance redressal procedures. Make sure to communicate in writing, as this will create a paper trail for future reference.

3. Know Your Legal Rights

When you buy a product online, Indian consumer law protects you if it turns out to be defective, damaged, or different from what was advertised. Understanding your legal rights is essential to ensure you receive proper redressal.

Under the Consumer Protection Act, 2019, you are entitled to:

• Receive products as described and free of defects: The product you receive must match the description, specifications, and quality promised by the seller or manufacturer. If it does not, the seller is legally accountable. For example, if you order a smartphone advertised with a 6GB RAM and receive one with 4GB, you have the right to reject it.

• Seek replacement or refund: If a product is faulty, damaged, or substandard, you can request a full refund or a replacement. Sellers are obligated to honor these requests under their stated return or warranty policies. This ensures that you are not forced to pay for something that fails to meet acceptable standards.

• Claim compensation for additional losses: Sometimes defective goods can cause extra expenses or inconvenience. For instance, if a faulty electrical appliance causes minor damage at home, or if a delayed delivery of essential items leads to additional costs, you can claim compensation for these losses.

Even when a seller refuses to cooperate or ignores your complaint, the law allows you to escalate the issue through formal legal channels. This may involve approaching the National Consumer Helpline, filing a complaint on the E-Daakhil portal, or taking your case to the District, State, or National Consumer Dispute Redressal Commission, depending on the value of your claim.

By knowing and exercising your legal rights, you ensure that businesses remain accountable and that your consumer experience is protected under the law.

4. File a Complaint if Necessary

If the seller or platform does not resolve your issue within a reasonable time, you can file a complaint with the National Consumer Helpline (NCH) or directly approach the appropriate Consumer Dispute Redressal Commission — District, State, or National, depending on the value of your claim. You can also file online complaints using portals like E-Daakhil to make the process faster and more convenient.

5. Refund, Replacement, or Compensation

Depending on the severity of the defect and evidence provided, consumer forums can order:

• Replacement of the defective product.
• Full refund of the purchase price.
• Compensation for losses or inconvenience caused.

In complex cases, involving high-value items or significant damage, hiring a lawyer may improve your chances of a favorable outcome. Legal representation ensures proper submission of evidence and adherence to procedural requirements.

6. Keep Track of Timelines

Consumer forums operate under defined timelines. For example, the District Commission typically resolves cases within three months where laboratory testing is not required, and within five months if testing is needed. Keeping track of response deadlines, complaint submissions, and hearings ensures your case progresses efficiently and does not get delayed unnecessarily.

Conclusion

Receiving a defective product can be stressful, but knowing your rights and following the correct procedures can secure a quick and fair resolution. Always gather evidence, communicate formally, and escalate issues through the proper consumer forums if needed. By doing so, you exercise your rights effectively and ensure businesses are held accountable.

Suggested Reading

• Case Studies: Top 5 Mistakes Consumers Make When Filing Complaints
• Use of Legal Notice Before Filing a Consumer Complaint – Sample Format
• How to File a Complaint in a Language You Are Comfortable With
• Do You Need a Lawyer in Consumer Court?
• Consumer Complaints Against Online Sellers e Commerce sites
• E-Commerce & Consumer Rights in India: What Every Online Shopper Should Know

For more information, visit the official Department of Consumer Affairs, Government of India.