As a consumer in India, you have a clear legal right to a refund or replacement when you receive a defective product, and an online marketplace seller cannot simply refuse this. The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 together provide strong protections for online shoppers, including residents of Kochi, Kerala.
Key points
- Receiving a defective product qualifies as a deficiency in service and a product defect under Indian consumer law, entitling you to a remedy.
- E-commerce platforms are required under the 2020 Rules to have a clear grievance redressal mechanism and a nodal officer you can contact directly.
- You are entitled to seek a refund, replacement, or compensation — the seller cannot unilaterally deny all remedies.
- If the platform itself facilitates the transaction, it may also share liability alongside the individual seller.
- You generally have two years from the date of the defect to file a consumer complaint.
Relevant law
The Consumer Protection Act, 2019 (Sections 2(10), 2(47), and 34–36 on jurisdiction of Consumer Commissions) and the Consumer Protection (E-Commerce) Rules, 2020 apply directly to your situation. These laws cover defective goods purchased online and mandate grievance redressal by e-commerce entities.
What you can do
- First, raise a formal written complaint through the platform's internal grievance portal and keep a record of all communications, including order details and photographs of the defect.
- File a complaint on the National Consumer Helpline portal at consumerhelpline.gov.in or call 1915 — this often prompts faster resolution from the platform.
- If unresolved, file a consumer complaint through e-Daakhil, the official online portal for the District Consumer Disputes Redressal Commission in Kochi, which handles claims up to ₹50 lakhs.
- Gather and preserve all evidence — screenshots, emails, delivery receipts, and photos of the defective product — before approaching any forum.
This is a system-generated summary based on general principles of Indian law, to help you understand your situation. It’s general legal information, not legal advice, and may not reflect the specifics of your case. For guidance on your matter, consult a verified advocate below.
