What should I do if an e-commerce company refuses refund?

Kiaan

What should I do if an e-commerce company refuses to issue a refund for a product or service, even though I have returned the item, received a damaged or defective product, or the order does not match the description? What legal rights do I have as a consumer, and what steps can I take to resolve the issue or file a complaint against the company if it continues to deny my refund request?

Arnav

If an e-commerce company refuses to provide a refund despite your valid claim, you have several legal remedies available under the Consumer Protection Act, 2019.

Key points:

Review the refund policy: Check the company's return and refund policy to ensure that your request complies with its terms and conditions.
Contact customer support: Raise the issue with the company's customer care and keep records of all emails, chats, complaint numbers, and responses.
Collect evidence: Preserve all relevant documents, including:
- Order confirmation and invoice
- Payment receipts
- Delivery details
- Photographs or videos of the defective or incorrect product
- Emails, messages, and screenshots of your communication with the company
Send a legal notice: If the company continues to refuse the refund without valid reason, you may send a legal notice demanding a refund within a reasonable period.
File a consumer complaint: If the dispute remains unresolved, you can file a complaint before the appropriate Consumer Disputes Redressal Commission seeking appropriate relief.
Relief you may claim: Depending on the facts of the case, you may seek: