Your Consumer Rights in Online Shopping in India

Quick Legal Answer

Online shoppers in India are protected under the Consumer Protection Act, 2019 and E-Commerce Rules, 2020. You have the right to return defective products, claim refunds, demand replacement and file complaints against sellers or platforms. Consumer Commissions provide affordable legal remedy and the National Consumer Helpline (1915) offers free mediation. Most disputes can be resolved without hiring a lawyer.

Jurisdiction & Applicability

This guide applies to online purchases made within India (from Indian or international sellers delivering to India), purchases by Indian residents (including NRIs for delivery in India), physical products, digital goods and services booked through e-commerce platforms, including both marketplace platforms and direct brand websites.

It is governed by the Consumer Protection Act, 2019 (applicable across all states and Union Territories) and the Consumer Protection (E-Commerce) Rules, 2020, with redressal through District, State and National Consumer Dispute Redressal Commissions.

When this guide applies

Use it if you face non-delivery or unreasonable delays, defective/damaged/wrong/counterfeit products, misleading ads or fake discounts, refund/return refusals, warranty denials, unauthorized charges, data privacy violations or poor/unresolved customer service.

It covers B2C transactions of any value, including products and services (e.g., flight/hotel bookings, subscriptions).

When this guide does not apply

It does not cover B2B purchases for commercial resale, disputes where you have already accepted a full settlement/refund or pure international purchases shipped directly from abroad without involvement of Indian sellers/platforms. Second-hand or refurbished goods sold “as-is” may have limited return rights depending on clear disclosure of condition, but deficiency in service or misrepresentation still applies.

Introduction: Why Consumer Rights Matter in Online Shopping

Online shopping has transformed how millions of Indians buy products, offering unmatched convenience, variety, competitive pricing and home delivery. Yet this digital convenience frequently comes with real challenges: non-delivery, delayed shipments, defective or counterfeit goods, misleading discounts, refund denials, poor customer support and privacy concerns.

When problems occur, many buyers feel powerless against large platforms. This is precisely why knowing and understanding your consumer rights is so important.

Being aware of your legal protections allows you to shop with confidence, demand fair treatment when things go wrong, secure refunds/replacements/compensation you are entitled to, file a consumer complaint against online shopping platforms when needed and contribute to a fairer digital marketplace by holding sellers and marketplaces accountable.

Strong consumer laws exist to balance the power between individual buyers and big companies. This guide explains your rights, common protections, how to enforce them and where to get help, so you can turn frustration into resolution.

Common Problems Faced by Online Shoppers and Their Real-World Impact

The most frequent issues that lead to consumer complaints for online purchase include:

• Non-delivery or very long delays
• Receiving defective, damaged, wrong or counterfeit products
• Misleading advertisements, fake discounts or manipulated original prices
• Unauthorized charges or hidden fees
• Refusal to accept returns or process refunds
• Poor after-sales service or warranty denial
• Data privacy breaches or misuse of personal information

These problems can cause more than just financial loss. They lead to wasted time chasing resolutions, additional expenses buying replacements elsewhere, health/safety risks from faulty or fake products, stress and loss of trust in online shopping.

Recognizing these issues early and documenting them properly significantly improves your chances of a successful outcome.

E-Commerce Specific Rights: Refunds, Replacements, Warranties & More

Indian law provides strong, specific protections for online buyers. These rights apply across major marketplaces, brand websites and smaller sellers.

Right to Return & Refund

You can return the product and receive a full refund if the item is defective, arrives damaged, is different from what was described or shown, does not match ordered specifications (size, color, variant, model etc.) or is counterfeit or not genuine.

Most platforms offer return windows typically ranging from 7 to 30 days, depending on product category and seller policy. For valid reasons (listed above), return shipping costs are usually borne by the seller/platform.

Refunds must be credited to the original payment method within a reasonable time, commonly within 5–10 working days after the returned item is received (platform practice aligned with RBI guidelines for electronic transactions and “deficiency in service” principles).

Right to Replacement

If repairing the product is not practical or would cause significant inconvenience, you are entitled to a replacement with the same or equivalent product, free of additional cost.

Right to Warranty & After-Sales Service

Every product must clearly display the warranty period and terms before purchase. You are entitled to free repair or replacement during the warranty period, proper after-sales service as promised and no refusal of service just because it was sold by a “third-party seller” (marketplaces often share liability).

Protection Against Arbitrary Cancellation

Once you have paid, the seller/platform cannot cancel the order without valid reason. If they do cancel, they must refund the full amount, including any convenience fees, shipping charges or other costs you already paid.

These core rights form the foundation of most successful consumer complaints against online shopping platforms.

Legal Protections: Consumer Protection Act & E-Commerce Rules

The Consumer Protection Act, 2019 together with the Consumer Protection (E-Commerce) Rules, 2020 form the main legal framework protecting online shoppers in India.

Six Fundamental Consumer Rights

Right	What it means	Practical benefit in online shopping
Right to Safety	Protection from dangerous goods/services	Return rights for unsafe or hazardous products
Right to be Informed	Full, accurate information on quality, price, risks, seller details	Clear product description, pricing & policies before buying
Right to Choose	Variety at fair prices without unfair pressure	No forced subscriptions or manipulative urgency tactics
Right to be Heard	Complaints must be taken seriously and addressed	Dedicated grievance channels and timely response
Right to Seek Redressal	Fair settlement, refund, replacement, compensation	Remedies when rights are violated
Right to Consumer Education	Access to knowledge to make informed choices	Awareness of rights and how to enforce them

Key Mandatory Obligations on E-Commerce Platforms

Under the Consumer Protection (E-Commerce) Rules, 2020 (particularly Rule 4 & Rule 5), platforms must:

• Appoint a Grievance Redressal Officer, acknowledge complaints within 48 hours and resolve within 1 month from receipt
• Display clearly before purchase: fair price & MRP, seller name/address/contact, country of origin, return/refund/cancellation policy, expected delivery date, warranty details
• Ban unfair trade practices (fake discounts, dark patterns, misleading ads, price manipulation)
• Share joint liability with sellers for defective, counterfeit or misdescribed goods (marketplaces cannot escape responsibility by claiming intermediary status alone)
• Allow the Central Consumer Protection Authority (CCPA), under Section 18 & related provisions of CPA 2019, to investigate, impose fines order product recalls and ban misleading practices

Step-by-Step Guide to Resolving Disputes

Most disputes can be resolved without a lawyer. Here is the practical sequence:

1. Document everything: Screenshots order ID, product photos (defect/damage), chats/emails, payment proof, unboxing video if possible (unboxing videos are widely accepted as strong evidence if clear and timestamped).
2. Raise issue with the platform: Use app chat, email or grievance section. Be clear, polite and reference your rights. Keep all communication in writing.
3. Escalate to Grievance Officer: Every platform must provide contact details. Send written complaint with evidence.
4. National Consumer Helpline: Call 1915 (toll-free) or file online at consumerhelpline.gov.in. Free mediation, typical resolution in 15–45 days. Complaints accepted in English and regional languages.
5. File online via e-Daakhil: Use edaakhil.nic.in (current active portal as of 2026). Register, upload documents, pay nominal fees if applicable, select Commission. Paperless, trackable, self-representation allowed.
6. File at Consumer Commission: District (up to ₹50 lakh), State (₹50 lakh–₹2 crore), National (> ₹2 crore). Approximate filing fees (standard as of 2025–2026):
   • District: ₹200–₹1,000
   • State: ₹2,000–₹4,000
   • National: ₹5,000–₹7,500 Fees often waived/reduced for low-income (BPL/Antyodaya card holders), senior citizens, persons with disabilities (proof required). Hearings may be physical or virtual; many commissions offer virtual options.
7. Escalate to CCPA: For systemic issues (misleading ads, widespread unfair practices).

Time limit: Usually 2 years from cause of action (date problem occurred or discovered). Extensions possible for valid reasons. Minor state-level procedural variations may exist (e.g., faster digital processing in some urban areas).

Documents Required for Filing a Complaint

Keep these ready:

• Order confirmation (email/SMS)
• Invoice/bill
• Payment proof (transaction screenshot, bank statement)
• Product photos showing defect/damage
• Screenshots of product listing/description
• Communication with seller/platform (emails, chat screenshots)
• Return/refund request and platform’s response
• Unboxing video (if available)
• Medical bills (if product caused harm)
• Any other relevant evidence

Common Mistakes & Delays We See

• Not documenting immediately (photos/videos after days lose credibility)
• Accepting verbal promises (insist on written confirmation)
• Missing escalation timelines
• Incomplete complaints (vague descriptions without evidence)
• Not following up
• Discarding original packaging
• Sharing OTPs carelessly (leads to harder-to-dispute unauthorized transactions)

Special Cases & Considerations

For NRIs: Yes, you can file via e-Daakhil for purchases delivered in India. Scanned documents suffice for initial filing; virtual hearings available in many cases (no mandatory physical presence for early stages).

For senior citizens: Many commissions provide priority hearings, fee waivers/reductions and allow authorized representatives.

For persons with disabilities: Fee concessions and accessibility accommodations available.

Practical Tips to Protect Yourself and Strengthen Your Case

• Prefer cash on delivery for high-value or first-time purchases from unfamiliar sellers
• Always read return/refund/cancellation policy before paying
• Take photos/videos immediately on delivery (especially unboxing for high-value items)
• Use secure payment methods and avoid sharing OTPs unnecessarily
• Keep all communication in writing (email/chat) rather than phone calls
• Don’t accept vague responses like “we will investigate” without a specific timeline
• Check seller ratings and reviews before purchasing
• Screenshot product listings, descriptions and prices before ordering
• For DIY filings, use government portal templates; no lawyer required at early stages
• Maintain a dedicated folder (physical or digital) for all purchase-related documents

Real-World Examples and Outcomes (Illustrative)

These examples show typical scenarios and common outcomes (actual results vary based on facts and evidence):

1. Defective smartphone: Buyer proved tampering via unboxing video → Full refund + ₹10,000 compensation for inconvenience.
2. Fake discount trap: Inflated MRP exposed → Refund ordered + platform fined by CCPA.
3. Counterfeit cosmetics: Caused skin reaction → Medical costs reimbursed + compensation + product recall initiated.
4. Repeated delivery delays: Essential items delayed multiple times → Mediated refund + compensation via helpline.
5. Data breach: Personal data leaked leading to spam/fraud → Data deletion ordered + compensation awarded.

Well-documented complaints frequently succeed: often with additional compensation beyond refund/replacement.

Understanding Key Legal Terms

• Deficiency in service: Failure to meet expected standards (e.g., delayed delivery, refund denial, breach of policy).
• Cause of action: Date your right to complain arose (when problem occurred/discovered), 2-year limit starts here.
• Joint liability: Marketplaces share responsibility with third-party sellers for defective/counterfeit/misdescribed goods.
• Dark patterns: Deceptive designs (fake urgency, hidden charges, forced actions), prohibited as unfair trade practices.

Legal Disclaimer

This article is for informational purposes only and does not constitute legal advice. Consumer protection laws, procedures, fees and timelines may vary based on specific circumstances, jurisdiction and individual case facts. While we strive for accuracy, laws and rules are subject to amendments and judicial interpretation.

For specific legal advice tailored to your situation, please consult a qualified consumer protection lawyer. The information provided here should not be relied upon as a substitute for professional legal consultation.

ezyLegal and its representatives are not liable for any actions taken based solely on information in this article.

ezyLegal’s Role: Professional Support for Enforcing Your Rights

While many cases are resolved through the helpline or e-Daakhil portal, some situations benefit from expert assistance, especially when claim value is substantial, the platform is unresponsive, you want compensation for mental agony/extra costs/loss of time, you need a strong legal notice or you prefer case tracking and representation.

At ezyLegal, our experienced consumer lawyers help you identify violated rights, draft notices/complaints, file on e-Daakhil or in Consumer Commissions, follow up and appear in hearings when required.

Ready to resolve your issue?

Don’t let unfair practices continue, your rights are protected by law.

👉 Get expert help today: https://www.ezylegal.in

Reviewed by: Senior Legal Editor, ezyLegal

Last Updated: February 2026

About the Author: Legal Content Team, ezyLegal, experts in consumer protection and e-commerce disputes.

Content Review Process: Reviewed by ezyLegal’s legal team for accuracy and compliance with current Indian consumer protection laws. We regularly update content to reflect legal changes.

Frequently Asked Questions on Your Consumer Rights in Online Shopping

Q1. What is the first step in a consumer complaint against online shopping?

Ans1. Contact the platform’s customer support or Grievance Officer with clear details, screenshots and evidence of the problem. Keep all communication in writing via email or in-app chat. If unresolved, escalate to the National Consumer Helpline (1915) or file through e-Daakhil portal.

Q2. Can I file a consumer complaint for online purchase after the return window has closed?

Ans2. Yes. If the product is defective, damaged, counterfeit, not as described or wrong item delivered, your legal rights under the Consumer Protection Act, 2019 override the platform’s return window policy. You can file a complaint based on deficiency in service or unfair trade practice.

Q3. How long does it usually take to get a refund after filing a complaint?

Ans3. At platform or helpline level: typically 7–30 days. If escalated to Consumer Commission: 3–12 months or more, depending on case complexity, backlog and whether the matter is contested. Timeline varies significantly across different commissions and states.

Q4. Do I need to hire a lawyer to file a consumer complaint?

Ans4. No. You can file yourself through the e-Daakhil portal or directly at the Consumer Commission. The process is designed to be consumer-friendly. Lawyers are optional but can be helpful for high-value claims, complex disputes or when you want professional representation at hearings.

Q5. Can I claim compensation beyond just refund or replacement?

Ans5. Yes. Consumer Commissions frequently award additional compensation for mental agony, harassment, extra expenses incurred, loss of time and inconvenience caused by the seller’s or platform’s deficiency in service. The amount depends on the severity and impact of the issue.

Q6. What is the time limit to file a consumer complaint against an online shopping platform?

Ans6. Generally within 2 years from the date the cause of action arose (when the problem occurred or was discovered). Consumer Commissions may condone delays beyond 2 years if you can provide sufficient justification for the delay, though it’s best to file promptly.

Q7. Are e-commerce platforms responsible for products sold by third-party sellers?

Ans7. Yes. Under the Consumer Protection (E-Commerce) Rules, 2020, marketplace platforms share liability with third-party sellers for defective, counterfeit or misdescribed products. Platforms cannot escape responsibility by claiming they are “just a marketplace.”

Q8. What should I do if the online shopping platform refuses to accept a return for a defective product?

Ans8. This constitutes deficiency in service. First, send a written complaint to the platform’s Grievance Officer. If unresolved, escalate to the National Consumer Helpline (1915). If still unresolved, file a complaint at the appropriate Consumer Commission. Such cases are commonly decided in favor of the buyer when proper evidence is provided.

Q9. Are senior citizens or low-income people given any priority in consumer complaints?

Ans9. Yes. Many Consumer Commissions provide expedited handling for senior citizens. Fee waivers or significant reductions are available for economically weaker sections, senior citizens and persons with disabilities (typically for BPL/Antyodaya card holders or low-income proof).

Q10. What exactly are dark patterns in online shopping and are they illegal?

Ans10. Dark patterns are deceptive design tricks, fake countdown timers creating false urgency, hidden subscription charges, pre-selected expensive options, misleading review displays, forced action buttons or making cancellation difficult. They are considered unfair trade practices under the Consumer Protection Act, 2019 and are prohibited. Platforms can face heavy fines from CCPA for using dark patterns.

Q11. Can I file a complaint if the product was delivered very late and caused me loss?

Ans11. Yes. Significant or unreasonable delay constitutes deficiency in service, especially if the product was time-sensitive (gifts, event-related items, medicines, perishables). You can claim refund plus compensation for any actual loss, inconvenience or mental agony caused by the delay.

Q12. What happens if I received a counterfeit or duplicate product online?

Ans12. You are entitled to full refund plus return shipping cost covered by the seller/platform. You can also report it to the platform’s Grievance Officer and escalate to CCPA or Consumer Commission. Marketplaces are required to take action against sellers dealing in counterfeit products, including delisting them.

Q13. How much does it cost to file a consumer complaint in India?

Ans13. Filing fees are nominal: approximately ₹200–₹1,000 at District level, ₹2,000–₹4,000 at State level, ₹5,000–₹7,500 at National level (standard ranges as of 2025–2026). Fees are often waived or significantly reduced for low-income individuals, senior citizens and persons with disabilities. There are no hidden costs for self-representation.

Q14. Can I file a consumer complaint if my personal data was misused or leaked by the online shopping platform?

Ans14. Yes. Data privacy violations and unauthorized use or sharing of personal information constitute deficiency in service and unfair trade practices. You can seek compensation and order for data deletion/correction through Consumer Commission or by reporting to CCPA. In cases of actual harm (financial fraud, identity theft), additional compensation may be awarded.