If a seller refuses to replace a defective product, you have legal rights as a consumer to demand a refund, replacement, or repair. Here’s what you should do:
1. Check the Warranty and Return Policy
- Review the seller’s return policy and the product warranty to understand your rights.
- Many sellers offer a replacement or refund within a specific timeframe.
2. Contact the Seller or Manufacturer
- Reach out to the seller via email, phone, or in person and explain the issue.
- Provide proof of purchase (invoice, receipt, order details).
- If the seller refuses to cooperate, contact the manufacturer’s customer support for assistance.
3. Send a Formal Complaint Letter
- If verbal communication fails, send a written complaint via email or registered post.
- Mention:
- Product details and defect description
- Purchase date and invoice number
- Your request (replacement, refund, or repair)
- A deadline for their response
4. File a Complaint with Consumer Protection Authorities
- If the seller ignores your complaint, report them to a consumer protection agency in your country.
- For example:
- India – File a complaint on the National Consumer Helpline (NCH) or Consumer Court
- USA – Contact the Better Business Bureau (BBB) or the Federal Trade Commission (FTC)
- UK – Report to the Consumer Ombudsman
5. Dispute the Payment (If Paid Online)
- If you paid via credit card, debit card, or an online payment service, file a chargeback request with your bank or payment provider.
- Many payment gateways offer buyer protection for defective or undelivered products.
6. Leave a Negative Review
- Posting an honest review on social media, e-commerce platforms, or business review websites can pressure the seller to resolve your issue.
7. Take Legal Action
- If all else fails, consult a lawyer and file a case in consumer court for compensation.
- In many countries, small claims courts handle such disputes without expensive legal fees.
If Falsely Accused of a Crime (Such as Theft or Harassment) During the Dispute:
- Stay calm and avoid arguments with the seller.
- Gather evidence (emails, receipts, CCTV footage, witnesses) to prove your innocence.
- Hire a lawyer if the seller tries to file a false complaint against you.
- Counter-complain for defamation or wrongful accusation if necessary.
