Plain-language rights for online shopping and service disputes in India, each tied to the governing statute text.
If goods are defective or a service falls short, a consumer commission can order the business to replace the goods with new ones free of defect, or to return the price (or charges) you paid, with interest. You do not have to accept a patch or a voucher when the law lets the commission grant replacement or a refund.
Consumer Protection Act 2019, section 39An ad that falsely describes a product or service, gives a false guarantee, or is likely to mislead you about its nature, substance, quantity, or quality is a misleading advertisement. Representations that would count as an unfair trade practice if made by the seller or service provider are barred the same way.
Consumer Protection Act 2019, section 2A seller or platform cannot wash away your rights with a blanket “no refund” line. Refusing to take back defective goods, stop a deficient service, or refund what you paid—within the time on your bill or, if none is stated, within thirty days—is an unfair trade practice.
Consumer Protection Act 2019, section 2Every e-commerce entity must run a grievance redressal system, appoint a grievance officer, and show that officer’s name, contact details, and designation on the platform. That officer must acknowledge your complaint within forty-eight hours and redress it within one month of receiving it.
E-Commerce Rules 2020, rule 4A marketplace that wants the intermediary liability exemption under the Information Technology Act must meet the conditions in that Act. The exemption is not automatic: the platform has to comply with those requirements, including the intermediary guidelines. Saying “talk to the seller” does not, by itself, wipe away the marketplace’s duties under the e-commerce rules.
E-Commerce Rules 2020, rule 5Marketplace platforms must show, in a clear and accessible place, how returns, refunds, exchanges, warranties, delivery, and grievance redressal work—plus payment methods, fees, how to cancel regular payments, and charge-back options. You should be able to see the rules for cancelling and getting money back before and after you buy, not buried after checkout.
E-Commerce Rules 2020, rule 5This is legal information, not legal advice.