Mera online order nahi aaya ya refund atka hua hai.

Simple answer

Aap pressure bana sakte ho. Har shopping site par grievance officer hona zaroori hai jo 48 ghante mein complaint acknowledge kare aur ek mahine mein solve kare. Defective, fake, description se alag ya late delivery wale saamaan par seller refund se mana nahi kar sakta.

Real-life examples

Lucknow ki Ayesha ne online shoes order kiye aur payment kar di. App par 'delivered' dikha, par parcel aaya hi nahi. Usne ticket raise kiya, phir app par diye grievance officer ko email kiya. Ek mahine mein solve na hone par usne National Consumer Helpline par complaint ki.

Tenzin ka phone cracked screen ke saath aaya toh usne return kar diya. Return accept ho gaya, par hafton tak paise nahi aaye. Accepted refund reasonable time mein dena zaroori hai, isliye usne order aur return ID ke saath complaint escalate ki.

Baadh se roads band hone ki wajah se Fatima ka parcel late pahuncha. Aisi delay jo kisi ke bas mein nahi thi (force majeure), sirf is wajah se refund ka haq nahi deti. Saamaan kharab nikle toh uske baaki haq bane rehte hain.

Aapko kya karna chahiye?

1Order, payment, chat aur delivery status ke screenshots rakho. Order ID aur har complaint ka ticket number note karo.
2Pehle app mein complaint karo, phir grievance officer ko email karo. Site par unka naam aur contact dikhana zaroori hai.
3Ek mahine mein solve nahi hua? 1915 par call karo ya NCH app use karo. Kai badi companies seedhe is helpline se judi hain.
4Card se payment kiya tha toh na mile saamaan ke liye bank se chargeback (payment reversal) ke baare mein poochho.
5Phir bhi paise nahi mile? e-Jagriti par case karo. Aap wahin case kar sakte ho jahan aap rehte ya kaam karte ho, chahe company doosre shehar mein ho.

Exceptions aur zaroori baatein

Sirf mann badalne par return karna seller ki return policy par depend karta hai, jo kharidne se pehle dikhani zaroori hai.
Baadh, strike jaisi kisi ke bas mein na hone wali events (force majeure) se hui delay apne aap refund ka haq nahi deti.
Agar paise kat gaye par order bana hi nahi, toh ye failed payment hai. Pehle apne bank ya UPI app se complaint karo.

Official legal reference

Consumer Protection (E-Commerce) Rules, 2020 — Rules 4(4), 4(5)
Har platform ko grievance officer rakhna, contact dikhana, 48 ghante mein acknowledge karna aur ek mahine mein complaint solve karna zaroori hai.
Consumer Protection (E-Commerce) Rules, 2020 — Rule 4(10)
Accepted refund ka paisa RBI ya applicable law ke hisaab se reasonable time mein dena hoga.
Consumer Protection (E-Commerce) Rules, 2020 — Rules 6(3), 7(4)
Defective, deficient, fake, description se alag ya late saamaan par return ya refund se mana nahi; force majeure delay ko chhodkar.
Consumer Protection Act, 2019 — Section 2(7)
'Consumer' mein online ya electronic tareeke se kharidne wale bhi shamil hain.
Official text padho
Consumer Protection Act, 2019 — Section 34(2)
Complaint wahan ho sakti hai jahan company business karti hai, jahan problem hui, ya jahan aap rehte ya kaam karte ho.
Official text padho

Help kahan milegi

Consumer Helpline

Seller ya company se complaint solve karne mein free help.

Call karo 1915 consumerhelpline.gov.in

e-Jagriti consumer case filing

Consumer Commission mein online case file karo.

e-jagriti.gov.in

Source aur status

Kahan lagu: Poore India mein
Law lagu hua: 23 Jul 2020
Legal review: Draft — lawyer review baaki hai

Yeh educational jaankari hai, aapke case ke liye legal advice nahi. Exact facts aur lagu law matter karte hain — kuch karne se pehle lawyer se baat karo.