Defective product delivered by e-commerce seller: Can company force consumer to pay return shipping or visit service center?
Oct 08, 2026
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Consumer Protection Act, 2019
► I purchased a brand-new wall clock online from a company on 29-Sep-2026, delivered on 03-Oct-2026. Upon unboxing, the pendulum did not work.
I reported this within 48 hours with video proof and the invoice. The company technician admitted on a call that the PCB seems defective. However, the company refuses to arrange a free pickup for refund/replacement. Instead, they demand that I:
Pay return shipping out of my own pocket, OR
Personally travel to their service center in Pune to get the brand-new product repaired.
I refused to accept a repaired unit for a dead-on-arrival (DoA) new purchase and refused to bear courier costs for their defective dispatch. Subsequent emails and website refund requests have gone unanswered.
My questions:
Does forcing the buyer to bear return shipping or visit a repair center for a DoA product amount to an "unfair trade practice" / "deficiency in service" under the Consumer Protection Act, 2019?
Should I send a formal legal notice first, and what standard compliance window (e.g., 7 or 15 days) should be given before filing in the District Consumer Forum?
Can I file the case at my local District Commission where the item was delivered, and can I claim compensation for harassment and legal costs alongside a full refund?
Please advise on the best legal recourse.
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