Refund Not Received, or a Fake Product Delivered? What to Do

You returned an item weeks ago and the money has not come back. Or the “original” product that arrived is plainly a fake. Indian consumer law gives you clear routes.

Your rights under the Consumer Protection Act, 2019

• You are protected against defective goods, deficient services and unfair trade practices, including misleading advertisements.
• Under the Consumer Protection (E-Commerce) Rules, 2020, a platform must publish its grievance officer’s details. The officer must acknowledge your complaint within 48 hours and resolve it within one month.
• Sellers and platforms cannot refuse a refund for goods that are defective, wrong or delivered late.
• Marketplace platforms must show seller details. In some cases they can share responsibility for what the seller sells.

Steps to take

1. Keep evidence. Save the order ID, payment proof, screenshots of the listing, packaging photographs and any unboxing video.
2. Complain on the platform. Use the grievance channel, note the date, and state the refund you want.
3. Use the National Consumer Helpline. Call 1915 or use the online portal. The helpline takes up your complaint with the company.
4. Ask your bank or card issuer. Request a chargeback for goods that never arrived or were not as described.
5. Send a short written notice to the platform and the seller, stating what you want and by when.
6. File a consumer complaint. This is done on the e-Jagriti portal, which replaced e-Daakhil in January 2025.

Which Commission, and what does it cost?

• The District Commission hears claims up to ₹50 lakh. The State Commission hears claims above ₹50 lakh and up to ₹2 crore. The National Commission hears claims above ₹2 crore. The value is the price you paid.
• There is no fee for claims up to ₹5 lakh.
• You may file where you live or work (section 34(2)(d)).
• The time limit is two years from the cause of action (section 69).

If the product is counterfeit

• Report it to the platform and to the brand owner, who can act against the seller.
• A Commission can order a refund, replacement, compensation and costs. It can also direct that the practice stops.
• Where a seller has deliberately deceived you, a police complaint for cheating may also be possible.

Watch for dark patterns

Fake urgency, hidden charges and forced sign-ups are called dark patterns. The Central Consumer Protection Authority issued guidelines in 2023 that list 13 of them. You can report them on the helpline.

Key takeaway

Complain in writing first and keep a paper trail. If the platform does not act, you can file a consumer complaint online without a fee for claims up to ₹5 lakh.