Shopping & services

Defective product or warranty refused

Defect cases are about three things: what you bought, what went wrong, and what the seller or service centre did about it.

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What the law says

The Consumer Protection Act, 2019 covers defective goods and deficient service, including product liability of manufacturers and sellers. Complaints generally must be filed within two years.

General information, not legal advice.

Papers that usually help

Tax invoice / bill
Required for any claim.
Warranty card and warranty terms
Decides whether the repair is free.
Extended warranty / protection plan certificate and terms
Has its own claim rules.
Photos and videos showing the defect (and unboxing video if any)
Direct evidence.
All service job sheets, repair reports and replaced-parts records
The strongest proof of a persistent defect.
Written rejection or estimate from the service centre
You need to answer their stated reason.
An independent technician's written opinion (optional)
Can counter a "physical damage" claim.
The product itself and its packaging
May need to be examined by an expert.
Photos, bills and medical records of the harm caused
Supports compensation.
Complaint emails, ticket numbers, NCH docket number
Shows the dispute history.

Questions Saboot will ask you

What is the product?
Where did you buy it?
When did the problem start?
How many times has it been to the service centre for this problem?
What did the seller or brand say?
Did the defect cause any injury or damage to other property?
Did you buy an extended warranty or protection plan?
Have you complained in writing to the brand or the National Consumer Helpline?

Sources

Common situations

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