Faulty product or poor service: how to get it fixed, replaced or refunded
For a product that's defective or not what was promised, or a service that was done badly. Covers complaining to the seller, the National Consumer Helpline, and the consumer commission.
Do this first
- 1
Complain to the seller or company in writing
Say what is wrong and what you want: repair, replacement or refund. Use email, the company app, or its website so there is a written record.
- 2
Call the National Consumer Helpline
Free help and a place to register your complaint if the seller does not respond.
- 3
Keep every paper
The bill or invoice, warranty card, photos or video of the fault, and copies of what you've written to the seller.
Where to complain
Try the seller and the National Consumer Helpline first. The commission is for when that does not work.
| What you need | Where | When |
|---|---|---|
| What you needTell the seller what went wrong | WhereThe seller or company, in writing | WhenAs soon as you notice the problem |
| What you needFree help getting the seller to respond | WhereNational Consumer Helpline | WhenIf the seller does not reply |
| What you needAn order for repair, replacement, refund or compensation | WhereConsumer commission (file on e-Jagriti) | WhenWithin 2 years of the problem |
Step by step
- 1
Tell the seller or company first, in writing
Describe the fault or the poor service and say clearly what you want: repair, replacement or a refund. Give a reasonable deadline to respond.
Use the company app, its website complaint form, or email, not just a phone call, so you have a written copy.
- 2
Register your complaint on the National Consumer Helpline
Call 1915 (8 AM to 8 PM), or register through the National Consumer Helpline website, its mobile app, the UMANG app, or WhatsApp. You can also use the website to track your complaint and upload documents.
Your complaint gets a docket number and is forwarded to the company. Many companies sort it out at this stage without you needing to go further.
- 3
Still not resolved? File with the consumer commission on e-Jagriti
A consumer commission can order the seller to repair, replace or refund, and can award compensation. File within two years of the problem if you can.
Which commission depends on the value of what you paid: the District Commission hears complaints up to ₹50 lakh, the State Commission above that up to ₹2 crore, and the National Commission above ₹2 crore. Most complaints go to the District Commission.
What happens next
On the National Consumer Helpline, your complaint is forwarded to the company and you can track its status online.
If you file with the consumer commission, the seller gets a chance to respond before it holds a hearing. It can order repair, replacement, a refund, or compensation.
Don't wait too long: a consumer commission complaint should be filed within 2 years of the problem. A later complaint can still be accepted if you show a good reason for the delay, but don't rely on that.
Watch out
- Keep the product, the box and all proof until the matter is settled. A seller can ask to inspect a faulty item before replacing it.
- A warranty card or the seller's own return policy does not take away your right to go to the consumer commission.
When an advocate can help
You can do every step above yourself. An advocate helps when things get stuck:
- A legal notice to the seller or company when it stops responding
- Drafting and filing your complaint with the consumer commission
- Representing you at the commission if the seller contests it
Sources
- National Consumer Helpline · Department of Consumer Affairs
- Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021 · Press Information Bureau (Department of Consumer Affairs)
- The Consumer Protection Act, 2019, Section 69 (two-year time limit) · Department of Consumer Affairs
- e-Jagriti: file in a consumer commission · Department of Consumer Affairs
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This guide explains how to report a problem through official channels. It is not legal advice.