Refund and consumer rights: India

Key points

• Consumer Protection Act, 2019. This gives you rights against defective goods, deficient services and unfair trade practices. Complaints go to District, State or National Consumer Commissions, depending on the value involved.
• E-commerce rules. The Consumer Protection (E-Commerce) Rules, 2020 require online marketplaces and sellers to show their return, refund, exchange, warranty and grievance information clearly, and to have a grievance officer.
• Failed digital payments. The Reserve Bank of India has a framework that sets time limits for reversing failed transactions, with compensation from the bank if those limits are missed.
• Banking complaints. Complaints a bank doesn't resolve can go to the RBI's Integrated Ombudsman Scheme.
• Flights. DGCA Civil Aviation Requirements cover refunds, cancellations, delays and denied boarding on Indian airlines.

Where to get help

1. Contact the seller or platform's grievance officer in writing.
2. Call the National Consumer Helpline (1915) or register a grievance on its portal for pre-litigation resolution.
3. File a complaint online with the Consumer Commission through e-Daakhil.
4. For airline issues, use the AirSewa portal. For banking issues, use the RBI complaint management system.