A seller or a company cheated you
Refunds, defects, and where to complain.
You paid for something: a phone, a repair, a booking. The product was faulty, the service was bad, or the refund never came. You do not have to accept it. India's consumer law is made to protect ordinary buyers, and the process is simpler than people think.
What the law says
- The Consumer Protection Act, 2019 protects you when you buy goods or pay for a service. A faulty product is a "defect". Bad, incomplete or careless service is a "deficiency in service". Both give you the right to act.
- You can ask for a refund, a replacement, a repair, or money for the loss and trouble you faced. You can claim for the trouble itself, not only the price you paid.
- You complain to a Consumer Commission, which is a special consumer court. Which one you go to depends on what you paid for the goods or service, not on what you are claiming. The District Commission hears claims up to ₹1 crore, the State Commission from ₹1 crore to ₹10 crore, and the National Commission above that.
- You do not always need a lawyer, and often you do not have to go to the court at all. You can file online on the government's e-Daakhil portal. You usually have about two years from the date of the problem to file.
What to do
- 1
Write to the seller first
Send an email or a message to the seller or the company. Say what you bought, what went wrong, and what you want: a refund, a replacement or a repair. Keep it short and put the date on it. This often solves the problem, and it proves you gave them a chance.
- 2
Collect your proof
Save the bill or invoice, the order confirmation, the payment record, the warranty card, photos of the defect, and every chat and email. This is what wins a consumer case. Collect it before you file.
- 3
Send a formal notice if they ignore you
If the seller delays, send a formal complaint or legal notice with a clear deadline, say 15 days, to refund or replace. This usually gets a reply. It shows you are ready to go to the consumer court.
- 4
File at the Consumer Commission
If there is still no fix, file your complaint online on the e-Daakhil portal, or in person at the District Consumer Commission for your area. Attach your proof and say how much refund or compensation you want. The filing fee is low.
Your rights
Ask for a refund, replacement or repair
- How long it takes
- Ask within the warranty period, or within a reasonable time
- Where to go
- The seller or company, in writing
- Cost
- Free
Send a formal complaint or legal notice
- How long it takes
- Give a 15-day deadline
- Where to go
- Yourself, a lawyer, or Miss Lucy Lite to write it
- Cost
- Free if you write it yourself
File a consumer complaint online
- How long it takes
- Within about 2 years of the problem
- Where to go
- e-Daakhil portal / District Consumer Commission
- Cost
- Low filing fee
Claim money for your loss and trouble
- How long it takes
- Decided along with your complaint
- Where to go
- Consumer Commission (District, State or National, by what you paid)
- Cost
- Filing fee. Lawyer optional.
Common questions
When you need a lawyer
Get help if the amount is large, if the company is fighting the case, or if your claim goes to the State or National Commission. You will need a clean complaint and a properly written legal notice first. Miss Lucy Lite can write the notice and the complaint for you. A local advocate can file the case and argue it if it becomes contested.
Miss Lucy Lite can write the notice and the complaint for youThis is guidance, not a lawyer. Miss Lucy Lite helps you understand your rights and what to do next. She is not a lawyer, and this is not legal advice. If you need a document written, such as a notice, a complaint or an application, she can write it for you as a finished document. For a court case, see a lawyer.