Online order refund not received or wrong product delivered?
E-commerce platforms and sellers must follow the Consumer Protection (E-Commerce) Rules, 2020, including clear refund policies and grievance redressal. If they don't resolve your complaint, the National Consumer Helpline (1915) and the consumer commission can help you get a refund and compensation.
Step 1 of 2
Tell us about your situation
Tap the mic and speak — like you'd tell a friend
अपनी समस्या बोलिए · Hindi, English or your language
How we get it solved
- 1Escalate to the platform's grievance officer
- 2Register on the National Consumer Helpline (1915 / NCH app)
- 3Send a legal notice to the seller and the platform
- 4File a complaint with the District Commission on e-Daakhil
Documents that help
- Order details and invoice
- Chat / email history with customer care
- Photos of the product received
Don't have everything? Start anyway — your coordinator will tell you exactly what's needed.
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FAQ
Online order refund not received or wrong product delivered?: common questions
Do I need a lawyer for consumer court?+
No, you can file yourself — but a lawyer helps draft a strong complaint and claim proper compensation.
Is there a time limit?+
A consumer complaint should generally be filed within two years of the problem arising.
Is it free to submit my problem on LawPaw?+
Yes. Telling us your problem and getting a call back from your coordinator is free. You pay only if you decide to go ahead.
What will I have to pay?+
Up to three things, all told to you in writing before you pay: (1) LawPaw's convenience fee for coordinating your matter, (2) the professional's fee, which they quote, and (3) government charges such as court fees or stamp duty, at actual cost. GST applies as per law. There are no hidden charges.