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Consumer Rights

My online order didn't arrive or the refund is stuck.

Simple answer

You can push for it. Every shopping site must have a grievance officer who acknowledges your complaint within 48 hours and resolves it within one month. Sellers cannot refuse a refund for goods that are defective, fake, not as described or delivered late.

Real-life examples

Ayesha in Lucknow paid online for shoes. The app showed 'delivered', but nothing came. She raised a ticket, then emailed the grievance officer named on the app. When a month passed without a fix, she complained to the National Consumer Helpline.

Tenzin returned a phone that arrived with a cracked screen. The return was accepted, but the money did not come back for weeks. Accepted refunds must be paid within a reasonable time, so he escalated with his order and return IDs.

Fatima's parcel arrived late because floods had closed the roads. A delay caused by force majeure (events no one could control) does not, by itself, entitle her to a refund. If the item is damaged, her other rights still apply.

What should you do?

  1. 1Save screenshots of the order, payment, chats and delivery status. Note the order ID and every complaint ticket number.
  2. 2Complain in the app, then email the grievance officer. The site must show the officer's name and contact details.
  3. 3No fix within a month? Call 1915 or use the NCH app. Many big platforms work directly with the helpline.
  4. 4If you paid by card, ask your bank about a chargeback (payment reversal) for goods never delivered.
  5. 5Still not paid? File on e-Jagriti. You can file where you live or work, even if the company is in another city.

Exceptions & limits

  • Returning a product only because you changed your mind depends on the seller's return policy, which must be shown before you buy.
  • Late delivery caused by force majeure (floods, strikes and similar events beyond control) does not, by itself, give a right to a refund.
  • If money left your account but no order was created, it is a failed payment. Raise it with your bank or UPI app first.

Official legal reference

  • Consumer Protection (E-Commerce) Rules, 2020 — Rules 4(4), 4(5)

    Every platform must appoint a grievance officer, display contact details, acknowledge complaints in 48 hours and resolve them within one month.

  • Consumer Protection (E-Commerce) Rules, 2020 — Rule 4(10)

    Payments for accepted refund requests must be made within a reasonable time, as prescribed by RBI or other applicable law.

  • Consumer Protection (E-Commerce) Rules, 2020 — Rules 6(3), 7(4)

    Sellers cannot refuse return or refund for defective, deficient, spurious, not-as-described or late goods; delays due to force majeure are excepted.

  • Consumer Protection Act, 2019 — Section 2(7)

    'Consumer' includes people who buy goods or services online or through other electronic means.

    Read the official text

  • Consumer Protection Act, 2019 — Section 34(2)

    A complaint can be filed where the opposite party does business, where the problem arose, or where you live or work.

    Read the official text

Where to get help

National Consumer Helpline

Free pre-litigation help to resolve complaints with sellers and service providers.

Call 1915consumerhelpline.gov.in

e-Jagriti (Consumer Commission e-filing)

File a case before the District, State or National Consumer Commission online.

e-jagriti.gov.in

Source & status

Applies to
All of India
Law in force since
23 Jul 2020
Legal review
Draft — awaiting lawyer review

Educational information, not legal advice for your case. Exact facts and the law that applies matter — speak to a lawyer before acting.

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